HELP / FAQ

PLACE OR CHANGE AN ORDER

 

Can I test your violins before buying?
Absolutely! We want you to enjoy our instruments and understand the importance of getting the instrument that is right for you. That's why we're happy to offer you two FREE options for you to experience the instruments before you buy.

1) Listen Virtually: We record audio for many of our instruments. You can play them on the site before you buy and see if it is the tone you like. Take note though the sound may vary according to the type of audio setup you have.

2) Try our instruments/bows in person at our showroom. To learn more about the hours and availability, check out our Contact Us page.

3) Home Trial: This option incurs cost of shipping to you and possibly return cost of shipping if you don't find the instrument suitable. There's no obligation to buy and the full value of the instrument is refunded on the safe return of the instrument. If you are keen, send us a message. 

How do I place a purchase order for products at your shop?
Once you’ve found a product you love, simply click the green “Add to Shopping Cart” button on any product page to add it to your order. If you will be purchasing additional or upgrade items, just continue to add the items to your shopping cart until you are ready to checkout.

During checkout, you will be asked to select the country of your shipping address. This is for the purpose to determine if additional shipping is required. Checkout then will take you to the payment screen from Paypal.

How do I check the status of my order?
You can check your order online using the Track Your Order link on the left. If you still have problems, contact us via email at support@oviolin.com or call us at +65-81025169, Mon-Fri, 08:30am–17:30pm Singapore Time if you have any questions regarding your order. We also have members of our team that can help via Twitter by reaching out to @ovhse. We have found that for time-sensitive questions, it is best to reach out by phone.

For musical instruments and bows, your order should be delivered to your door between 6-12 business days. For products under the Viopasar menu, it takes from 20-45 days if you opt for the free shipping. For products under the Pink Elephant menu, it will take 20-45 days if you opt for the default shipping or qualify for the free shipping for a $20 purchase.
However, there are a number of variables that can affect the speed of delivery, the most common being customs and post office handling times, which varies across the globe. For custom orders, We will reach out to you if we’ve received incomplete prescription information or require additional clarification. Please keep an eye on your inbox after you place your order, as we will generally follow up with you via email if we have any questions about your order.

I need my products fast! Can I pay for expedited shipping?
If for any reason you need to receive your order in less than the 6-12 business days, or you need more certainty pertaining to the shipping times, please contact us to determine whether or not we will be able to meet your needs. We may be able to expedite the processing of your order for an additional $30 fee. However, this is based on our overall volume and other variables, so it’s best to contact us to discuss your specific request. You can reach us at +65-81025169, Mon-Fri, 08:30am–17:30pm Singapore Time, or send us an email at  support@oviolin.com

How do I change or cancel my order?
We process orders rather quickly but we will do our best to accommodate any order modifications. The best way to change or cancel an order is to email us at  support@oviolin.com.  Please include “Change/Cancel Order” in the subject of the email.
If we are unable to cancel or make the requested change to your order before it ships to you, we will either cancel the transaction and refund you 100% if the item has not been shipped, or if the item has been shipped, refund you the full value of the item excluding shipping.

I’m placing an order for someone else — how do I let you know?
During the checkout process, you’ll be asked to provide a name and shipping address. Please enter the full name of the person whose prescription is being used for the order. If you had already made the order and would like to change the name and/or address, email to tell us at  support@oviolin.com.

I’m having trouble with the website. What can I do?
If the website is giving you trouble, we first recommend that you sign out of your account (if applicable), close out of the browser you are using, and try opening our website in a different browser. We’ve found that customers using Firefox as their web browser tend to have more issues with the site, whereas customers using Safari or Chrome have the least. If you continue to have issues, or if you are having any trouble logging into your account, please email us at  support@oviolin.com and we will be happy to help! We’re in the office Mon-Fri, 08:30am–17:30pm Singapore Time.

SHOWROOMS

How can I try on your instruments/bows in-person?
All of our instruments and bows are available to try in our Shanghai City office and showroom, and soon in Singapore.

At this location, you can try the instruments and bows in person before placing an order online, or you can purchase it in-store in cash and take it away with you. Visit our Contact Us page for more information. We would love to meet you!

Do your showroom carry the same instruments and bows that are on your website?
Since our office and warehouse is situated next to our showroom, you’ll find our entire collection of instruments, bows, cases and accessories at our showroom. Take note however sometimes we loan our antique instruments to talented players from the local music schools or orchestras who could not afford to buy one. Since all antique instruments are one of a kind, it is best to inform us via email at support@oviolin.com when you will be coming to visit and the violin numbers you will be coming to try.

INTERNATIONAL ORDER BASICS

Which countries do you serve?
We ship worldwide. Instruments shipping fees is USD50 USA, Western & Northern Europe and USD60 for most countries. In your checkout, you can choose your country and check the total shipping prices for the items in your shopping cart. There are some small discounts for combined shipping, not a lot because international shipping is by weight unlike local shipping. Hence shipping 2 violins is about the same as 1 violin twice, perhaps 5% cheaper. Smaller items can often be added with little or no cost, eg. bows and accessories if they are shipped from the same warehouse.

What will my credit card statement say when I am billed?
Your credit card will be billed by our international billing partner, Paypal. Your credit card statement will read “Paypal”.

Can I pay using my country's currency?
Yes! Paypal allows you to pay using your country's currency. We currently offers payment in USD, EUR, GBP & JPY. Your order will be billed in these selectable currency. If your country usese these currency, then there will be no currency conversion required when you make your payment via Paypal.

FORCE FOR GOOD

Do you really pay for the transportation cost it takes to ship my violin to a person in need? How does that work?
Yes. Every time you buy an instrument from Oviolin, we will send you the shipping fee you encounter when shipping your old instrument to the other party in need. Just inform us about your intention and we'll match your city against the names we have in our database waiting for an instrument and we'll send you the shipping information. In doing so, we help you to give someone the gift of music — which in turn can bring musical expression and joy, and in some circumstances affect their music career path.

PAYMENT & INSURANCE

Do you accept insurance?
We understand it may be hard for many countries to get a successful claim for damaged goods resulting from shipping using the most economical method of shipping (our default method). We can insure the full value of the purchase for 15% of the amount paid for most countries, including shipping (if any). This means if something gets damaged during shipping, just send us a photo of the damaged items and we will refund. Please enquire this before making your order.

When do you charge my credit card?
Once your order is placed, Paypal or Stripe run an authorization for the purchase amount to ensure that your card is valid and the payment is made immediately.

What forms of payment do you accept?
We accept all major credit and debit cards, personal checks, international or US bank transfer. We currently do not accept Western Union.

Is my payment information secure?
Oviolin cares deeply about our customers’ privacy and security! We do not keep any of your credit card information. All transactions that take place on our website occur securely at Paypal and Stripe, which uses a Secure Socket Layer (SSL).

RETURNS AND EXCHANGES

What is your guarantee and return policy?
No returns for items bought under the Viopasar and Pink Elephant menu. For musical instruments, should you wish to return your item, you can absolutely do so within 60 days of receiving your purchase. We do not cover the cost of return shipping, but if you would like to exchange the instrument/bow with another model, we will ship the replacement item to you for free! Items on promotion do not qualify.
Of course, if your instrument arrive with any existing damage or a processing error caused by our office, we will fully reimburse you for the cost of shipping them back to us. We will then issue you a full refund, or send you an exchange item right away (at no additional shipping cost).

I’ve received my products but would like to return them — how do I do this?
Trying to make a return or exchange can often be a frustrating experience — which is why we’ve tried to make it as easy as possible! Email us at support@oviolin.com within 60 days of receiving your order. We would love to know why you are returning and help troubleshoot any issues you may be experiencing.
Once your return or exchange request has been received, we will email you the return item address and packing instructions. We recommend that you return it to us using a shipping method that has a tracking reference. Unfortunately we cannot provide prepaid return shipping method to customers. However, if you choose to exchange your order with a value that is same or higher in value, we are happy to cover all outbound shipping fees for the replacement. Items purchased using a discount code other than the first order discount do not qualify.

I have returned my item to you — what happens next?
If you have requested a replacement, we will place your new order immediately and will contact you via email should we require any further information.
If you have returned your item to us for a refund, you should expect to see the funds appear on your Paypal account or credit card account within 5 business days of us receiving your item. If you have not used a credit card or paypal for payment, we will send you the refund via bank transfer less the bank wire fee.

My item are scratched or damaged. What should I do?
We check all our outgoing items carefully before shipping them out. If you find that your item have been damaged in some way, please email us at support@oviolin.com with photos of the damage and to discuss your needs. If you have purchased insurance for your purchase, we will refund you immediately and we will deal with the problem ourselves.