FAQ (UK)

Address & customer service contact details

Gibson Europe BV
Kamerlingh Onnesweg 2
4131PK Vianen
The Netherlands

Tel: 00800-44427661 or 00800-4GIBSON1
Email: service.europe@gibson.com

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 do not have our own stores, and we are not equipped to receive consumers in Vianen. 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?

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. For this we use our factory specifications and standards. 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.
For these activities and for sending the instrument over to you we charge EUR 40, – on top of the purchase value.
For the smaller items such as Gibson strings, clothing and other Gibson accessories we do not charge shipping costs for orders over EUR 50, -. If you order less than EUR 50,- for clothing, parts, strings and such, you only pay and additional EUR 5.95 for handling- and shipping costs.
For all orders, except for deliveries by post, a signature is required upon delivery.

Do I pay vat and how is the tax calculated?

We are obliged to collect Dutch VAT. All prices on our web shop include 21% VAT.

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 easily start the return process by clicking on the following link: https://gibson.shipping-portal.com/returns/

You can also 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?

Unfortunately, this is not possible. We currently only ship our products to (a limited number of member states of) the European Union. You can however always contact our local dealers outside the EU. See also: http://www.gibson.com/Support/Dealers.aspx

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

Accessoires: must not show signs of use

Parts, Pickups or 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. 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.
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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