The Thomann Ordering Process
On this page we'll explain the ordering process at Thomann in ten steps - from selecting an item to its delivery at your door.
Step 1: Selecting an item
Use our search field (at the top of the page on the left side) or open the desired product category in our online catalogue (just under the search box). If you happen to know the item number of the desired product, you can enter it into the quick search field.
Step 2: Putting an item into your shopping basket
The 'Add to basket' button puts products you'd like to buy into your shopping basket. When you put products into your basket, you will automatically be shown the shopping basket with its contents. The number of items in your basket is shown in the shopping basket icon on the top right side throughout your ordering process. If you would like to check the contents of your basket and/or proceed to the checkout, you can click on the shopping basket or on the 'To my shopping basket' button that is displayed when you hover with your cursor over the shopping basket icon.
Step 3: Proceed to the checkout counter
In order to complete your purchase you click on the 'proceed to checkout' button on the shopping basket page (or if you prefer click the 'amazon pay' or 'PayPal' button below.) The 'Go to Checkout' button will lead you to the Checkout page where you enter your address, select your preferred payment method and add additional information (such as different delivery address or shipping date) and send off your order by clicking 'Buy now'. After your first order, you will receive a customer log-in that lets you save your information so you don’t have to re-enter it in future.
Step 4: Sending your order
Your order details are now being sent through to us. Of course all information is transmitted in an encrypted format and delivered safely to the desk of your contact person at Thomann.
After you've send it, you can request an order print out, by clicking on the 'Print out order' button.
Step 5: Your order is processed
Each order is processed individually by a Thomann employee. After we've processed your order, you will receive an order confirmation by email which also contains the phone number and email address of your contact person and, if applicable, our bank details if you've opted for payment via bank transfer. Please understand that if you placed your order outside of our normal business hours, several hours may pass until you receive an order confirmation.
Step 6: Modifying your order/adding items
If you realise you've forgotten an item that you wish you'd included in an order you just placed - no problem - you can modify your order and add additional items any time before your order is dispatched.
If you want to add, change or delete an item, it's best to call us, chat or send us an email so we can update your order for you.
Step 7: Picking the goods and final inspection
Before your gear can be shipped, it's picked and checked. Double basses, Guitars etc are checked by trained experts prior to shipment.
Although we stock more than 102000 items, it can occasionally happen that another customer just bought the last piece or that it doesn't pass the final inspection. In these instances we'll send out a partial delivery at your request.
Step 8: Shipping
We usually ship with DHL. For insurance purposes, more expensive items are shipped with UPS. Please contact us if you would prefer your items to be shipped with UPS or Express. For heavy and/or large items we use specialist haulage carriers such as Geis or Schenker, who, once your pallet or carton is ready to be delivered will contact you to arrange a suitable delivery date, as all items need to be inspected on arrival.
As soon as your shipment has left our warehouse, you'll receive a shipping notification email and, if you've given us your mobile number, an SMS notification for those of you on the move.
Step 9: Delivery
Three out of four parcels shipped by DHL are delivered in 4 to 5 working days, depending where you are based in the world. For more information, please see our shipping rates page. If you're not at home, you can leave a note telling the delivery service to hand over the parcel to one of your neighbours, or alternatively, they will leave a note to advise they have attempted delivery, and will usually keep the parcel for up to 2 weeks.
Step 10: 100% satisfied?
We're only satisfied when you're 100% satisfied! If there's anything that's spoilt your shopping experience at Thomann, please let us know. If you're unhappy with your Thomann purchase or individual items of your order, take advantage of our 30-Day Money-Back Guarantee and return the things you need to. We'll send you a different product, credit your customer account, or transfer the money back to your account - whichever you prefer.
We're looking forward to hearing from you and aim to solve any problems as soon as we can.