Help and Frequently Asked Questions

You can change your address through My Account / My Addresses.

If you want your purchase delivered to a different address, such as your workplace, you can do so easily by clicking on Add New Address.

Your password is the one you chose when you registered at Luthier Vidal's store. If you don’t remember it, you can get a new one by clicking here.

You can change your password whenever you like. To do so, go to My Account and then to My Personal Data. Remember that to modify it, you’ll need to enter your current password.

You can change your email address by accessing My Account and then My Personal Data.

Generally, we send about 2 newsletters per month. Each newsletter is different and includes promotions, news, and unique offers. We recommend subscribing to the newsletter to stay updated on everything happening at Luthier Vidal.

If you want to receive our informational and promotional bulletins, simply subscribe here.

Shopping at Luthier Vidal is very easy; just follow these steps:

1. Go to the section you want based on the product you’re looking for.
2. You can add the product directly to the cart by clicking on the cart icon. By clicking the + symbol, you can see more information about it.
3. Select the product you want, choosing based on its attributes (size, color, etc.). Then, you can choose to continue shopping or proceed to checkout.
4. If you are already registered, log in. If not, you’ll need to register and provide your personal data.
5. Choose a shipping method.
6. Select a payment method.
7. Confirm your order.
8. You will receive a confirmation email for your order.

First of all, we apologize for the inconvenience caused. At Xavier Vidal i Roca, we work with very high quality standards, but we are human! If you notice that an item is missing when you receive your package, don’t worry; we’ll take care of it! Write to us at info@luthiervidal.com, and we’ll be happy to provide the best solution.

We’re very sorry you received the item in poor condition. Please write to us at info@luthiervidal.com, providing your order number, the defective product, a description of the defect, and several photos of it. We will contact you quickly to offer you a solution.

Sometimes customers aren’t entirely sure if they completed their order correctly. To confirm, check your email. If you placed the order correctly, you will have a confirmation email in your inbox. If you did not receive a confirmation message, it means your order didn’t go through, and you will need to place it again.

Users have the right of withdrawal, allowing them to contact the Company via email at info@luthiervidal.com to withdraw from the purchase within fourteen (14) business days from receiving the Product. The User must return the Product within a maximum of fourteen (14) days from when the Company provides return instructions.

Withdrawal entails the refund of the amount paid for the item once the Company receives the item in perfect condition, provided that its use did not go beyond verifying its condition and functionality.

Return shipping costs will be borne by the User, using the original packaging if possible to avoid potential depreciation. If desired, the User can contact the Company to arrange collection with their trusted transportation company, upon payment of the actual shipping cost.

The company is liable for any non-conformities reported within 3 years from delivery. The User must report the non-conformity within a maximum of two months from when they became aware of it.

In case of a defective product, the Company will proceed with repair, replacement, price reduction, or contract resolution. These processes will be free for the User.

You have the right to return your order within a maximum of 14 calendar days. To do so, contact us by writing to info@luthiervidal.com. We will send a transportation company to collect your package. The cost of transport will be borne by the customer, provided the product was sent defective. Please ensure that the products to be returned are adequately protected and packaged to prevent damage during transport back to the warehouse.

Cancellation before shipping
We can cancel your order immediately and refund the total amount paid as long as it has not been shipped (we ship after 1 PM). If you want to cancel your order, write to us at info@luthiervidal.com or call us at 93 459 42 42, indicating your name and order number.

Cancellation after shipping
If you haven’t received the package yet, contact us quickly. We will attempt to contact the courier company to prevent delivery of the package. Once the package has been returned to our warehouses, we will refund the cost of the products. Important: shipping costs will not be refunded.

You can choose from several payment methods:

• Credit or debit card or BIZUM
• Visa, MasterCard, 4B, Euro 6000, Spanish Maestro, American Express, Diners Club, and JCB.
• Bank transfer.
  You will receive an email with all the instructions to make your payment correctly. Remember that we will send the package once we have received the payment (to receive it sooner, you can send us the proof of the transfer).
• PayPal.
  To purchase with this payment method, select it and click "confirm order." You will then be redirected to the PayPal page to proceed with the payment.
• Cash on delivery.
  You will pay upon receiving your order. Only available for deliveries to the Peninsula and Balearic Islands for amounts under €1,000. This payment method incurs an additional cost that will be automatically applied (GLS, €5; Correos Express, 4% of the total order with a minimum of €2).
• Aplazame
  Financing option.
• Scalapay
  Financing option.

Yes, we currently have many active discounts and promotions for music centers. If you want to inquire and benefit from these offers, write to us at info@luthiervidal.com so we can provide you with the best prices and conditions.

More than 90% of our products ship the same day or the next day; these are marked as In Stock. Products detailed as Shipping in 3-5 days will be sent within the indicated timeframe. This is because we do not have the product in our central warehouse, but it will be restocked soon. If products take longer than the stipulated 5 days to arrive at our warehouse, we will contact you.
On very rare occasions, you may encounter products with this message: Product on request. Once the purchase is made, we will contact you to inform you of the delivery time.

The delivery time for your order will vary depending on the preparation time of the package and the destination, but generally:

• Spain (Peninsula and Balearic Islands) and Portugal: 24h - 48h
• Europe: 2 - 10 days
• International and Canary Islands: 2 - 15 days

If your package hasn’t left our warehouses, there’s no problem. If your order has already been handed over to the courier, we will do our best to change the delivery address, but we cannot guarantee it. Write to us as soon as possible at info@luthiervidal.com, and we will try to make the change.

All shipments to countries outside the European Union may include customs duties and shipping fees. These charges will be borne by the customer. To find out what costs will apply to your order, we recommend contacting your country’s customs office to learn about applicable charges.

All shipments to the Canary Islands, Ceuta, and Melilla will be subject to additional customs taxes or duties on top of the order amount, as they are not part of the EU customs territory. These fees will be collected upon delivery of the package by the customer.

Whenever we ship an order, we send an informational email. In this email, besides informing you that your order has been shipped, you will also see the tracking number for the package. This way, you can see how the shipment is progressing.

At Luthier Vidal, we work with many of the major courier companies, both nationally and internationally. These companies provide online tracking for shipments. You can see it in the My Account section or in the shipping confirmation email. If the link doesn’t work, please contact us.

If you have any other problems, feel free to write to us at info@luthiervidal.com.

We distinguish between two types of instruments: those intended for children and young people, and those for adults.

Information on renting instruments for children (up to 3/4 size).

• The minimum rental period is 3 months.
• Purchase option within the first 6 months, deducting 50% of the fees from the price.
• Insurance included in the rental fees. 15% deductible, minimum €30.
• In case of contract termination before 12 months, the renter will pay €30 (violins and violas) or €80 (cellos) as amortization for wear and tear and setup.
• If the rental exceeds 12 months, the landlord will assume this cost.
• The initial deposit will be returned at the end of the contract.

Information on renting instruments for youth/adult (4/4 size).

• The minimum rental period is 6 months.
• Purchase option within the first 12 months, deducting 70% of the paid fees from the price, or 50% off another instrument, plus the deposit.
• Insurance included in the rental fees. 15% deductible, minimum €30. *(Cello Jay Haide insured with Cassablancas).

Follow these steps:

1. Select the instrument you need and add it to your shopping cart.
2. The cost of formalizing the contract, insurance, and the corresponding deposit will be added automatically.
3. Pay the deposit, insurance, and the first month’s rental fee.
4. Check your email: we will send you the rental contract, which you must return signed.
5. Receive the instrument at your home and start enjoying it (in the case of renting a cello, you will need to pick it up at our store in Barcelona).

To shop at Luthier Vidal, you must be registered and access your account. If you’re getting an error, make sure you’re trying to log in with the same email address and password you used when registering.
If you don’t remember, click on "Forgot your password?" and we will send you an email to recover it.
Remember that you can change all your details directly in the My Account section.