Shipping policy

Shipping and Returns Policy

Shipping Policy

Shipping Timeframe We use a stock control system to ensure the guitars we offer are ready to ship.

Orders placed before 1:00 PM (13:00 hrs) Monday through Friday will be processed the same day.
Orders placed after 1:00 PM will be processed the next business day.
Orders placed after 1:00 PM on Fridays, weekends, or holidays will be processed on the next business day. Before shipping, we conduct a thorough inspection and make adjustments if necessary, ensuring your instrument arrives in perfect condition.

Order Preparation Each guitar is protected inside its transport case, which is then placed inside a special, highly resistant corrugated cardboard box to shield the instrument from impacts and vibrations during transit. Our specialized transport agency will ensure your guitar is delivered in perfect condition.

Delivery Time Alhambra Guitarras is not responsible for shipping delays caused by adverse weather conditions, transport agency delays, or any other cause beyond our control. Actual delivery times may vary depending on your location. All orders are shipped from Spain.

Incorrect or Damaged Product Received In the unlikely event that we ship an incorrect product or a product that doesn't meet requirements, we will exchange it at our expense or ask you to return it and refund the full purchase price, including transport and return costs, as specified in our General Terms and Conditions.

Satisfaction Guarantee and Returns

Satisfaction Guarantee Alhambra Guitarras is committed to providing you with a first-class shopping experience and a quality instrument for life. If you are dissatisfied with your purchase for any reason, you may return it for a refund to the registered credit card or an identical replacement product within 15 calendar days from shipment.

The consumer is responsible for the return shipping costs in case of withdrawal. Alhambra Guitarras will never accept packages with shipping costs due upon delivery (a portes debidos).
Due to the handmade nature of our pieces, some colors or shapes may vary slightly from website images, as our raw material is wood, and we work with it using artisan methods.

Non-Returnable Items Returns are not accepted for:

Strings
Guitar accessories
Disposable care and cleaning products
Special orders
Instruments with added modifications.

How to Return a Product

All returns and exchanges must be initiated within the 15 calendar day limit through a return authorization from customer service. Products returned without this authorization will not be accepted.
To process a return, contact customer service through our website. Our team will respond as soon as possible.
You will receive a return authorization number and instructions for the return shipment directly from our team.
Return the merchandise in its original condition, including all labels and packaging. Failure to do so may result in the return not being accepted and no refund being issued.
Only correctly returned items will be refunded. The refund will be processed to the original payment method within a maximum of 30 days.

Damaged or Defective Products

Damages Caused by Transport

If you receive a product with damaged or defective packaging, you have 24 hours to notify our customer service via email.
If the packaging is not in perfect condition upon delivery, we recommend you notify the carrier at the time of delivery and take photos of the packaging before opening it for any future claims.

Other Defects

Products are considered defective when the problem is from the factory.
If the damage is caused by consumer negligence, it will affect refund eligibility.
Products must be returned in the same condition as received, without additional signs of wear, scratches, or scrapes.
They must retain the instructions, documentation, accessories, and their original, perfectly intact, and labeled packaging. Returns must include a copy of the delivery note.

Return Shipping Costs for Defects

If the product is considered defective, Alhambra Guitarras will cover the return shipping costs.
We recommend you secure the package well when sending it back. If your return is damaged during shipment, file a damage claim with your chosen carrier and contact us through Customer Service.
You assume the risk of loss during return shipping. We strongly recommend you fully insure your return shipment against loss or damage and use a carrier that can provide proof of delivery for your protection.
All returns are subject to inspection. Items not in their original condition or showing damage from return shipping may incur additional charges or not be eligible for return.