Online Store Policies

Address & Customer Service contact details

Business address:

Gibson Europe B.V.

Smallepad 15

3811 MG Amersfoort

The Netherlands

Telephone (Customer Services): 00800-44427661 or (00800)-4GIBSON1

Email: Service.Europe@gibson.com

VAT: NL811674393B01

CoC: 34180426 (Registered with the Dutch Chamber of Commerce under number 34180426)

Business hours:

Business hours 9am until 5pm (UTC/GMT + 1 hour)

VAT No: NL811674393B01

Chamber of Commerce: 34180426

Can I visit you to try an Instrument?

We are not equipped to receive consumers at our showroom in Amersfoort, The Netherlands. However, the Gibson London Garage is now open, and we are also present at Le Bon Marché in Paris. Please check the following pages for more details.

https://www.gibson.com/garage-london

https://www.gibson.com/le-bon-marche

If you have specific questions, you can always contact our Customer Service via Tel: 00800-44427661 or via E-mail: Service.Europe@gibson.com.

What are the shipping conditions?

Orders placed before 1:00 PM Monday - Friday will be processed the same day. Orders after 1:00 PM will be processed the following working day. Orders placed after 1:00 PM on Fridays, during the weekends or bank holidays will be processed the next working day.

We want to be sure that your instrument arrives in mint condition. Before we send the instrument we inspect it extensively and if necessary, we make adjustments. Sometimes this process can take a little while, and in these cases the order could see a delay in shipment. There are no exceptions to this.

Furthermore, we test whether everything is functioning properly and check the instrument for cosmetic imperfections to ensure that the product reaches you in perfect condition.

We do not charge shipping costs for orders over GBP 50, -. If you order less than GBP 50,- for clothing, parts, strings and such, you only pay and additional GBP 5.95 for handling- and shipping costs.

For all orders, except for deliveries by post, a signature is required upon delivery.

How long does it take to deliver my order?

Delivery times for Europe

Do I pay VAT and how is the tax calculated?

We are obliged to collect VAT in all EU and UK countries. All prices on our web shop include VAT at the relevant local rate. During checkout the applicable VAT value and any other charges will be shown.

Import fees

If you're in the UK, we include the cost of duties and taxes in your order. The price you see at checkout is the price you pay and there are no additional charges for deliveries within the UK.

The product I received is broken or is not the right product

In the unlikely event that we send a wrong product or a product that does not meet requirements, we will exchange it at our expense or return it and reimburse the full purchase price including transport costs.

How can I cancel a received order?

To cancel and return an order, you must do so within 30 days after receiving your shipment. You can call our Customer Service staff via 00800-44427661. They will then help you with the return process. Of course, you can also send an e-mail to Service.Europe@gibson.com.

I live outside the EU or want to have orders sent to a country outside the EU. Is that possible?

We currently only ship our products to (a limited number of member states of) the European Union and the UK. You can however always contact our local dealers outside the EU. See also: Dealer locator

What is your return and/or exchange policy?

If you are not 100% fully satisfied with your purchase, you will need to return it within 30 days of receipt (see also above). We assess the state of the product once we have received it back (see further below for assessment criteria). If received in good condition by us, we will reimburse the purchase price minus transport and any costs for quality control.

For further information, please refer to our general Terms and Conditions.

Instruments - must be in brand new, original condition and must not show any signs of wear and tear, including, but not limited to scratches or damages in the housing or collateral materials. Instruments must also contain all original packaging, cases, manuals, warranties, certificates and accessories that were included with the original delivery.

Strings - are only accepted if they are returned in an unopened original packaging

Accessories (belts, etc.), - must not show signs of use

Parts, Pickups / Elements - must not show signs of use

Clothing - may only be returned unworn and in new condition, in its original packaging

Depending on the condition of the product, we will assess whether we can proceed with a refund. The costs of returning the ordered products are at your expense. Refunds will be processed as soon as we can confirm that the condition of the returned item(s) meets our requirements.

Depending on the return situation and condition of product, at Gibson's discretion returns may be subject to a 15% up to maximum GBP 75 restocking fee.

We ask you to send a copy of the proof of purchase in all cases.

If you would like more information or if in doubt, please contact Customer Service Department at 00800-44427661 or via Service.Europe@gibson.com.

I want to buy an instrument in which Rosewood (species: Dalbergia Latifolia) is used. Can I do this without any problem?

In some of our products we use Dalbergia Latifolia (Latin name). This is a species that falls under Rosewood (English). This specific species (not to be confused with Dalbergia Nigra which is heavily protected) has been placed on the list of protected plant and animal species, more specifically Appendices II, since 2 January 2017. As a consequence any business transactions in which your instrument crosses a Customs border are only permitted if the product is accompanied by CITES documents. Generally, these are CITES export and / or import documents.

Gibson imports all its products in Europe with valid export and import documents. Our products may then be freely traded within the European Union, although some member states have different regulations. In Germany, for example, every owner of a product containing Dalbergia Latifolia wood has a duty to report to the local authorities. What the member states require in Europe can be requested from the local CITES organizations via

https://cites.org/eng/cms/index.php/component/cp

In general, however, there are no further obligations in Europe that you must comply with in order to have an instrument containing Dalbergia Latifolia in your possession. If you ever decide to resell your instrument, you can generally do so without further documents, unless you sell it to someone outside the EU. In that case, You will have to apply with Cites for an export license, and the purchasing party will have to request at its local Cites organization which requirements need to be met further.

If you buy an instrument from us in which Dalbergia Latifolia is used, we will add a statement stating the origin of this wood, along with any document numbers. If you want more information or need a more specific document please contact our Customer Service via Tel: 00800-44427661, or via e-mail: Service.Europe@gibson.com.

I want to travel with an instrument containing Dalbergia Latifolia. Is that allowed?

Cites has exempted travel with an instrument for private individuals if the total weight of Dalbergia Latifolia in the instrument does not exceed the limit of 10kg. We sometimes use this type of wood for the fingerboard, and sometimes also in the body of acoustic guitars. The total weight in an instrument however, will never exceed 10kg, so traveling across the (EU) border is no problem. More information can be found in the specifications of our products.

I want to take my Dalbergia Latifolia statement to be sure, but I can't find it anymore. Now what?

As Gibson we take care of the registration of your instrument if it contains Dalbergia Latifolia. If you have lost your document, or if you would like further information on the use of Dalbergia Latifolia or Cites legislation, please contact our customer service department at Tel: 00800-44427661 or e-mail: Service.Europe@gibson.com.