Thank you for your purchase!

 

Your transaction has been completed and a receipt for your purchase has been emailed to you. 

 

We're available Mon-Fri, 9am–6pm (Singapore Time). If we miss you, we will get back to you as soon as we possibly can. 

We're here for you and we'll do anything to make sure you love our violin.


CALL US

+65.8102.5169


EMAIL US

support@oviolin.com

Questions by Category

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. (We are reorganising this facility right now and this service not available until later in 2014. 
2) Try our instruments/bows in person at our showroom. To learn more about the hours and availability, check out our showroom 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 an instrument/bow 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?
We are currently working on a way for you to check the status of your order online, but for the time being the best way is to contact us via email at support@oviolin.com, Mon-Fri, 08:30am–17:30pm Shanghai 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 either by phone.
How long will my glasses take to arrive?
Your order should be delivered to your door between 6-12 business days.
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 instrument fast! Can I pay for expedited shipping?
If for any reason you need to receive your glasses 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 +86-21-5776-3775, Mon-Fri, 08:30am–17:30pm Shanghai 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 give us a call at +65.8102.5169 and we will be happy to help! We’re in the office Mon-Fri, 08:30am–17:30pm Shanghai 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. We have also partnered with a select number of like-minded boutiques across the country to serve as showrooms for our collection. You can find a full listing of our showrooms here.
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 Showroom page [link] 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. Shipping fees is USD39.95 for all countries for violins, USD49.95 for violas and USD19.95 for bows. In your checkout, you can choose your country and check the total shipping prices for the items in your shopping cart. There are some discounts for combined shipping.
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. We can insure the full value of the purchase for 6% of the amount paid, 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.
When do you charge my credit card?
Once your order is placed, Paypal 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?
Old Violin House 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, which uses a Secure Socket Layer (SSL).
How can you charge such low prices?
In China, our makers own many of the trees they use to cut the woods for drying and later for violinmaking. We cut out the middlemen wood suppliers. This explains why instruments made using Chinese wood is cheaper than European wood. We also cut out the border traders who ships internationally in bulk. This makes it possible for us to reach you in a more direct manner and at a great price. We never compromise on quality or style — we simply give you direct access to high quality, well made instruments that sound great.

SHIPPING

Where can you ship purchase orders?
We ship to most countries worldwide. If you are unsure about your country, use the checkout tool or email us. Below is a rough guide.
In your checkout, you can choose your country and check the total shipping prices for the items in your shopping cart. There are some discounts for combined shipping.
How long will my order take to arrive?
Your order should be delivered to your door between 4-11 business days for most locations. 
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.
What is your return policy?
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).

RETURNS AND EXCHANGES

What is your guarantee and return policy?
If you’re not 100% satisfied with your order, we offer a no questions asked, 60-day return policy from the day you receive your order. 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 not caused by shipping 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 30 days of receiving your order. We would love to know why you are returning the glasses 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 on promotion 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 are situated in the United States, we can also issue you a check refund via airmail (10-14 days). 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. 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.