Frequently asked questions

Music Store

We use cookies to make your shopping experience better, including relevant offers, personalized ads, and remembering your preferences. If that’s okay with you, just click “Accept.”

Cookie policy Customize cookies

Functional cookies

Yes

Description and cookies

Functional cookies are strictly necessary to provide the services of the shop, as well as for its proper functioning, so it is not possible to refuse their use. They allow the user to browse through our website and use the different options or services that exist on it.


PHP_SESSID	www.muzi.lt	The PHPSESSID cookie is native to PHP and allows websites to store serialised status data. On the website it is used to establish a user session and to pass state data through a temporary cookie, which is commonly known as a session cookie. These Cookies will only remain on your computer until you close your browser.	Session
PrestaShop-#	.www.muzi.lt	This is a cookie used by Prestashop to store information and keep the user's session open. It stores information such as currency, language, customer ID, among other data necessary for the proper functioning of the shop.	480 hours

Advertising Cookies

Yes

Description

These are cookies that collect information about the advertisements shown to users of the website. They can be anonymous, if they only collect information about the advertising spaces shown without identifying the user, or personalised, if they collect personal information about the user of the shop by a third party, for the personalisation of these advertising spaces.

Analytics cookies

Yes

Description

Collect information about the user's browsing experience in the shop, usually anonymously, although sometimes they also allow the user to be uniquely and unequivocally identified in order to obtain reports on the user's interests in the products or services offered by the shop.

Music Store

Cart

1. GENERAL

---------

How to contact customer service?

By phone: +370 645 08700

By email: [email protected]

For complaints and suggestions: [email protected]

Phone consultations are available on weekdays from 10:00 to 18:00 and on Saturdays from 10:00 to 14:00 (excluding public holidays). You can shop on the website 24/7.

Where is the physical store located and what are its opening hours?

The physical store is located at Kauno g. 15, Marijampolė. Opening hours: weekdays 10:00–18:00, Saturdays 10:00–14:00.

Does Muzi.lt sell only in Lithuania?

No. We deliver to 54 countries, including Latvia, Estonia, Poland, Germany, Ireland, and other European countries. International delivery is subject to separate terms and rates.

Are cookies used on the website?

Yes. Cookies are used to ensure a smooth shopping experience – to remember cart contents, login details, and browsing preferences. By browsing the website, you agree to the use of cookies.

Is the Tax Free service provided?

Yes, Muzi.lt provides the Tax Free service. More detailed information can be found in the "Tax Free service" section or by contacting us by phone.

What should I do if I have a complaint or suggestion?

Please send feedback, complaints, or suggestions to the email address [email protected]. We respond to complaints within 14 days. If you are not satisfied with the response, you have the right to contact the State Consumer Rights Protection Authority (VVTAT), Vilniaus g. 25, Vilnius, tel. 85 262 67 51, www.vvtat.lt, or use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/odr

2. ORDERS

------------

Can I purchase without registration?

Yes. You can shop on the website as a guest by selecting the "Order without registration" option. We recommend creating an account – this will make it easier to track your order status and shop faster in the future.

How to track my order?

Once your order is shipped, you will receive a tracking link via email. You can view the order status at any time by logging into your account. If you did not receive a confirmation, please contact us at [email protected], providing your order number.

I did not receive an order confirmation email – what should I do?

First, check your spam folder. If it is not there, please contact us via email at [email protected] or by phone at +370 645 08700, providing your name and the date of purchase – we will send you a confirmation.

How to cancel an order?

You can cancel your order by clicking the "Cancel order" button in the order information window. You can also contact us via email at [email protected] or by phone, providing your order number. The sooner you contact us, the higher the probability of cancelling the order before the goods are shipped.

How to use a gift voucher?

Enter the gift voucher code during checkout, in the shopping cart step. If you encounter any problems, please contact us via email at [email protected] or by phone at +370 645 08700.

Can I get a VAT invoice?

Yes. When placing an order, provide your company details (name, company code, VAT payer code) – the VAT invoice will be issued automatically. Purchase documents for both individuals and legal entities are sent via email.

Do you upload invoices to the SABIS system?

Yes. When placing an order, in the payment selection window, tick the box "I wish to upload the invoice for this order to the SABIS system".

3. DELIVERY

--------------

What delivery methods are available?

We deliver via DPD and Venipak courier services – directly to the specified address or to chosen DPD, Venipak, and Omniva parcel lockers. We also deliver via bus parcel terminals. You can also pick up the items at our physical store at Kauno g. 15, Marijampolė.

How long does delivery take?

The fastest delivery method is via bus parcel terminal (1–24 hours).

Lithuania: usually 1–2 working days from dispatch via courier services.

Foreign countries: 3–7 working days, depending on the country.

Pickup at the physical store is usually possible after 15 minutes.

If the item is ordered from a supplier: the timeline may be longer – we will inform you separately.

During high shipment volumes or holiday periods, delivery may be delayed.

How much does delivery cost?

Free delivery in Lithuania from €50, Latvia – from €100, Estonia – from €150, Poland – from €250. Delivery prices depend on the item's weight, dimensions, and the destination country. The exact price will be visible during checkout.

How to track the shipment?

After the items are shipped, you will receive a tracking number and link via email. You can track the shipment directly on the courier's website. Tracking data is updated once the courier physically collects the shipment – this may take up to a few hours after the shipping confirmation.

Can I pick up the items myself at the store?

Yes. You can pick up the items at our physical store at Kauno g. 15, Marijampolė.

4. PAYMENT

------------

What payment methods are accepted?

We accept the following payment methods:

- Electronic banking (via payment platform)

- Payment cards (Visa, Mastercard)

- Apple Pay and Google Pay

- PayPal

- Bank transfer via pro-forma invoice

- Leasing / installment payments (via partners)

- Cash in the physical store

Can items be purchased via leasing or in installments?

Yes. During the checkout process, you can select the leasing or installment payment option through our partners. Leasing is suitable for both individuals and legal entities.

How long does it take to get a refund after cancelling an order?

We refund money using the same method used for the payment:

- Card / instant payments: usually up to 3 working days, but may take up to 14 days

- Bank transfer: usually 4–5 working days, but may take up to 14 days

5. WARRANTY AND RETURNS

--------------------------

What is the warranty for the items?

All items are covered by a 2-year warranty (for individuals). For legal entities – a 1-year warranty. The warranty does not apply if the item was used improperly, or if there were attempts to disassemble or repair it independently.

The item is broken – how to request warranty repair?

- Date of purchase and document (invoice or receipt)

- Item name and model

- Description of the defect

We will agree on further steps – repair or replacement.

How long can I return an item?

You can return items purchased online without giving a reason within 14 days from the day of receipt. The item must be unused, in its original packaging with all accessories and the purchase document. This right does not apply to purchases made in the physical store.

How to return an item?

Before returning the item, fill out the return form, inform us via email at [email protected], and send the item to Kauno g. 15, Marijampolė, LT-68178. The shipping costs for returned items are usually covered by the buyer, except in cases where the item was sent defective or was not the one you ordered.

Can all items be returned?

Not all. The following cannot be returned: software (if the packaging is opened), digital products, headphones (due to hygiene reasons), and some wind instrument accessories. You can find the detailed list in the return policy section of the website.

6. ADDITIONAL SERVICES

-----------------------

Do you perform instrument repairs?

For information about instrument repair options, please contact us by phone at +370 645 08700 or via email at [email protected] – we will provide a consultation and inform you about the possibilities and timelines.

Do you rent instruments or audio equipment?

For rental inquiries, please contact us via email at [email protected] or by phone at +370 645 08700 – we will answer regarding the possibilities and conditions.

Do you work with legal entities (B2B)?

Yes. We provide services to both private buyers and companies and organizations. We issue VAT invoices for legal entities. For larger quantities or commercial terms, please contact us via email at [email protected].

How to subscribe to the newsletter?

Newsletter subscription is available at the bottom of the website – enter your email address in the "Newsletter" section. Subscribers are the first to know about promotions and new products.

==========================================

CONTACTS

UAB "Scenos servisas"

Kauno g. 15, Marijampolė, LT-68178

Tel.: +370 645 08700

Email: [email protected]

Complaints: [email protected]

Website: https://www.muzi.lt