FAQ: Frequently Asked Questions

We're always here for you! Whether by phone, in person at our two flagship stores or by email, we always have an open ear for your questions, problems or requests. For a consultation you can find an overview with all our department phone numbers and email addresses where a specialist will respond directly. If you have questions about your order or simply want to place an order by phone or email, click here. For questions about an ongoing order or items that have already been delivered, contact either 06227 / 603 0 or custom-reserve@session.de. Prefer it in person? Find our stores here! We're looking forward to seeing you!

Via the navigation or the search you can find all our current high-end electric guitars, acoustic guitars and soon also basses. Once you've decided you can use the green button on the product detail page to add the desired product to your basket. There you'll also immediately see which shipping method or possible shipping costs will apply. When you have all items together, click the shopping cart at the top right to open your basket. After clicking "Proceed to checkout" you'll be clearly guided through the payment and ordering process, where you enter your details, choose your preferred payment method and your equipment will be on its way to you.

Sometimes you have to try things out! That's why we've created several ways to show you whether the item you're looking for is available at a store near you. On each product page you'll find information on whether the item is currently available in Walldorf or Frankfurt, or whether it's currently only in our central warehouse. If you have a customer account (Don't have one yet? Get started!), you can also select your favourite store here. Then in all product listings you'll already see whether the item is available in your chosen store. If the item isn't available at your store, that's no problem. Contact us and we'll bring it to the desired location for you.

Of course! In the checkout, after selecting your payment method, simply choose your desired collection location. After your order we will prepare the goods for you. You will then receive a second email after your order confirmation as soon as the items are ready for collection. If your desired collection location is not shown, not all items in your basket are currently available at that location. In this case please contact custom-reserve@session.de.

We like individual and flexible solutions, even when it comes to payment. So you can pay with PayPal, VISA & MasterCard, AmazonPay or prepayment (bank transfer). Want to spread the cost? Instalment purchases by easyCredit are also available on fair terms and without cumbersome follow-up processes. More information about payment methods can be found HERE.

We try to send each item so that it reaches you as quickly and efficiently as possible. Therefore the choice of shipping provider depends heavily on the items you order. Generally we ship with DHL and DPD, but larger items may sometimes be sent by freight carrier. In the checkout we always show you which shipping provider will probably be used for your order.

We dispatch most items on the same working day for orders placed before 14:00. Depending on the shipping method your order will then typically arrive within Germany in an average of 1–3 days. Further information as well as international delivery times and costs can be found on our shipping overview page or directly in the basket. Freight shipments usually take 1–2 weeks, as an appointment between the carrier and the customer is necessary. For this reason we also require your phone number in the checkout for these deliveries.

First of all we apologise if your delivery arrived in poor condition. We always endeavour to pack items so they can withstand shipping conditions. Unfortunately it can still happen that an item is damaged during shipping. In our returns area you can report this immediately and we'll take care of everything else.

As every instrument on Custom Reserve is unique, we cannot predict when a similar product will arrive again. But don't worry! Thanks to our close partnerships with all manufacturers we have the option to order your dream instrument directly for you. Our first-class customer service will be happy to help – simply contact us by email at custom-reserve@session.de or by phone at 06227 – 603-0.

You have the option to return your goods within 33 days without giving a reason. Items such as mouthpieces, reeds and in-ear headphones and similar products are excluded from return and exchange for hygienic reasons if the packaging has been opened; we also point this out on the product detail page for these items. For more information on cancellation and returns find all the details here: Cancellation & Returns. Want to register a return? Then go directly to our returns portal.

Changed your mind about your order? No problem, just call us on 06227 – 603-0 and we'll check whether we can intervene before dispatch. As we always aim to deliver items to our customers as quickly as possible, it may sometimes be that the item has already been shipped. In that case you can simply refuse the delivery upon arrival.

Of course we make mistakes too. Please help us get better!

Here you report errors you've noticed on a product: Product error form

Here you report errors in our shop: Shop error form

If you register a return with us (to the returns portal), we will send you a return label within Germany with which you can send the item back to us. We check your return within 2-4 days of arrival in our returns department for damage and completeness. After that the invoice amount will be refunded immediately via the payment method you used. Orders paid in advance will be refunded to your bank account, which may add 1-2 days processing time depending on the bank.

We're always looking for new ideas and content for you! That's why we place great importance on you sharing wishes and feedback. If you'd like to see or hear a specific product, tutorial or similar on our YouTube channel, please feel free to submit your suggestion by email to info@session.de. We'll then try to include your idea in our planning.