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FAQ - Frequently asked questions

FAQ - Frequently asked questions

Selecting the product

Does the photo of the product on the website reflect the reality?
All product photos you find on our website come directly from the manufacturers, so they definitely are a match to reality. However, keep in mind that the colour displayed on your screen may have a different hue, and also the structure of the material used may look different in the photo. The goods might also be delivered in a different version of packaging.
What warranty applies to my goods?
We provide a 2-year warranty period as standard. If you become a member of the Muziker Smile, it is even one year longer – i.e. 3 years. The warranty period can be extended by additional 1-3 years at the checkout in the shopping cart. This extended warranty is not applicable to consumables, perishable goods, unpacked, used or damaged goods, nor to defects that we would not recognize under standard warranty either. More info is available on extended warranty website. Keep in mind that if you buy as a company, the warranty period is one year.
What does "unboxed goods" mean?
We use the "just unboxed" label for products that do not have their original packaging, have been exhibited at the store or returned by customers, may show signs of normal wear and tear, but may also be in the condition of a brand new product. The price is always reduced, although the rate of the reduction differs for each piece. You can find more find more information on the website about Unboxed products.
How do I check the availability of goods? Are the goods in stock for immediate delivery?
Availability is indicated for all products on the website and you can find the following options here:
In stock for E-shop- we have the product in stock and we can ship it to you immediately.
On the way - we do not have the product in stock at the moment, but it has already been ordered from the supplier and we are waiting for it to be delivered to the warehouse.
In stock at the store – the product is available in one of our stores. We can deliver it wherever you want, but the delivery time will take a few days longer.
At the supplier – we do not currently have the product in stock, but if you like, we can order it from the manufacturer or supplier immediately.
Out of stock – we do not have the product at the moment, but based on the order, we will check its availability at the supplier.
Long-term unavailable – we are currently unable to obtain this product.
What is a digital product, how can I buy and download it?
A digital product is software, a sound library or a gift card. You can buy digital products online through our website. After purchasing a digital product, you will receive an email with a download link. Clicking on the link will download the product to your computer or redirect you to the manufacturer's website where you can activate and download the software.
Ako môžem aktivovať Software?
Software that you purchased as a digital product must be activated through the manufacturer's website. You will find instructions on how to do this in the software activation email. It is usually necessary to create an account on the manufacturer's website and activate the software in your account via the digital license that is included in the email.

Placing an order

How do I redeem a voucher or a discount code?
You can apply the discount code in the first step of the shopping cart, below in the My Discounts section.
Can I order goods VAT-free?
Yes, but only if you are a VAT payer, i.e. a company. All you have to do is enter your complete billing information (purchase on behalf of a company) and tick that you are a VAT payer.
Can the product be ordered by phone?
We're sorry, but we don't provide this option. You can order all products online. If you have no experience with this, you can find more information here.
How is my order processed?
As soon as we register your order in the system, we will send you an automatic e-mail to let you know that we have received and registered it. Next we will process your order and you will get another e-mail stating that the order is "CONFIRMED" and that we have just concluded a purchase agreement. If your order has the status "POSTPONED DELIVERY", it means that the ordered product is not available at the moment and we are waiting for it to be supplied. In this case, we will send you an e-mail with the expected date of dispatch of your goods. When we have prepared the order in the warehouse, its status will change to "BEING PROCESSED," and when the forwarder collects it, its status will change to "SHIPPED". You can find out the current status of your order by logging in directly on the website. Click on "My Account" to find all your orders.
How do I cancel my order?
You can find this option directly in the order summary.
If I cancel my order, when will I get my money back?
If you modify or cancel your order, we will send the money back to your account in the same way as the payment came to us. For express payments (PayPal, card, Apple Pay, etc.) the money will be credited to your account within 3 working days. Bank transfer usually takes 4-5 working days. However, we will send you the money immediately.
How do I leave a review?
You can share your experience with the purchased product and write a review directly on the page of the given product, in the "Ratings" section. You can find it right below the photo.
Who can I approach about wholesale cooperation?
If you want to buy from us for resale, get in touch with our wholesale department via e-mail:


Where do I apply my discount code?
You can apply the discount code in the first step of the shopping cart, below in the My Discounts section. 

What payment methods can I use to pay for my purchase?
We accept various payment methods. Their complete list is available on website about Payment terms.
How do I receive the invoice for my goods?
We will send you a digital invoice in pdf format by e-mail, and you can also download it at any time after logging in to our website in "My Account". We no longer put the paper version into packages because we want to be environmentally friendly.


Why has the estimated date of delivery changed?
When picking an order, there might be unexpected situations that result in shipping delay, but we will always send you an e-mail to let you know when the goods should be on the way.
The most common causes of delay include:
Supplier problem: the delivery of the goods is delayed by the manufacturer.
Warehouse problem: our colleagues in the warehouse are too busy picking all orders, but we process orders exactly in the order of receipt and we will dispatch yours soon.
Website problem: the ordered product has sold out in the meantime and we are to blame. We apologize. In this case, we will definitely contact you in person and try to come up with the best possible solution.
How much does shipping cost and how long does delivery take?
All information regarding the time and the cost of delivery is available on Shipping costs and delivery times website.
How can I track my parcel on its way to me?
As soon as we ship your order, we will send you a confirming email containing a link where you can track your consignment. It can also be accessed directly from our website. All you need is the number of your invoice or order and your e-mail address which you use to log in to Muziker. In this case, you can track your parcel on Find your order page.
Can you issue a delivery note for me?
We don't do this because delivery notes are a thing of the past. You will find everything you need on your invoice anyway. It's not just us who say it, the law says so.
My order has been shipped, but the tracking link doesn't work
The tracking number to track your parcel is generated when the order is picked and packed and ready to be dispatched. This is when the courier company receives the shipment data. But you can only watch its movement when the courier physically takes over the parcel from us and loads it into his car. Some forwarders do not generate international links, thus you can only track your consignment when it arrives at your country's local depot. Sometimes courier companies do not update the parcel tracking link on a daily basis, but within 1-2 days.
Will my oversized parcel be delivered directly to my house?
Your parcel will be delivered to the first lockable door or gate. We do not currently offer delivery to a house or apartment.

Claims and Returns

How do I get in touch with the Claims Department?
You can contact our Claims Department by phone at: +421 2 581 017 55 or by sending an e-mail to: We are available daily between 9:00 - 17:30.
How do I file a claim?
Click on this link, select the type of complaint and initiate the claim settlement process.
How long does it take to settle a claim?
We handle complaints immediately, but no later than within 30 days, and for companies within 60 days.
What are the rules for filing a claim?
The General Terms and Conditions we follow are available on Terms and conditions website. If you are shopping as a consumer/natural person, you can read the detailed Warranty policy HERE. If you are shopping as a business person, use the link HERE.
What is the return period?
You can withdraw from the contract and return the goods without giving any reason within 14 days from the moment when you or a person appointed by you take over the goods. This right applies only to customers purchasing at our e-shop and does not apply to purchases made in our brick-and-mortar stores. After the expiration of this 14-day period, only those customers-consumers have the right to withdraw from the contract who placed the order as members of the Muziker Smile loyalty program. One of the advantages of the Muziker Smile membership is that you can withdraw from the contract even beyond the statutory period, at the latest within 30 days from the day when you or a person appointed by you took over the goods. If you exercise your right to return the goods within this extended period, i.e. between the 15th and 30th day following the day of delivering the goods, we will reimburse your payment in the form of a voucher for your next purchase in our e-shop. Another possibility to return the goods (withdraw from the contract) after the expiration of the 14-day statutory period is to purchase our Extended return additional service. This service enables a natural person to return goods at any time up to 60 days, and a legal entity up to 30 days. The service only applies to certain products and can only be purchased along with certain goods. Once the goods have been returned, we will reimburse the paid purchase price to you in the form of a financial payment. You can find more information in the section Returns.
Can I withdraw from the contract if I make a purchase on behalf of a company?
Yes, even a company can return the goods within 14 days.
Who bears the cost of shipping returned goods?
Returning the goods back to our warehouse is entirely your responsibility. This also applies to the costs involved.
Can you arrange a courier to pick up the goods I want to return?
Yes. For a fee, we will arrange a courier for a date of your choice. You can choose this service in the withdrawal form.
Where do I send the goods that I want to return?
Before you return the goods, wrap them properly and write the withdrawal or claim number on the outside of the box or on the label with our address. This will enable us to quickly identify your parcel when it arrives. The returned goods are to be sent to this address:
Muziker (Return)
P3 2, 1102 Lozorno
900 55 Lozorno
But watch out! We cannot be held responsible for the condition in which we receive your parcel from the carrier. Therefore, before packing the goods for shipping, disassemble the goods to restore the condition in which they came from us and fill the box itself with material that will protect the goods from any damage during transport. If something happens to your consignment on the way to us anyway, we recommend that you quickly contact the carrier to whom you handed over the parcel and claim a compensation.
Can I return any type of goods?
Definitely not. The law defines exactly which categories of goods cannot be returned. For instance, records, software, digital products, in-ear headphones, reeds for wind instruments and the like. We list all of the categories in our Terms and Conditions.
I want to exchange goods (e.g. because of incorrect size). How should I proceed?
We do not offer direct exchange of a product for another product. However, you can return the item as part of the withdrawal process. Please fill in our online form and follow the instructions, which will be then sent to you by email. If you are interested in a different product, you must create a new order.
When do I get a refund for the returned goods?
We refund the payment for the returned goods or issue a voucher in that value no later than 14 days from the receipt of the parcel and the inspection of the returned goods. After the physical inspection of the returned goods, you will be sent an email confirming that your parcel has been delivered and inspected. To process the goods withdrawn from the contract, we have 14 days from the date we receive them in our warehouse. You will receive your money back by the same method you paid with. In case of express payments (PayPal, card, Apple Pay, etc.), the money will be credited to your account within 3 working days. Bank transfer usually takes 4-5 business days.

Customer Profile

What are the advantages of the Muziker Smile? Do I pay for the registration?
To become a member of the Muziker Smile, all you need to do is register, which is free of charge. We have summarized all the benefits of the Muziker Smile here.
Why am I not receiving emails?
If you have entered your e-mail address in your Muziker account correctly, but you are still not getting any messages from us, first check the SPAM and JUNK folders of your inbox. If it doesn´t help, don't hesitate to get in touch with us, we'll work it out together.
How do I change my password?
You can change your password and current e-mail address at any time in your personal profile. If you can't remember your password to log in to the Muziker page, you can reset it prior to logging in. To do so, click on "Forgotten password". Enter the e-mail address you use to log in to your account and you will receive a link from us, where you reset the old password and create a new one.
How do I delete my account?
You can delete your account directly in your personal profile.