Frequently asked questions

Prague store
Mezi Vodami 23, 143 00 Prague 4, The Czech republic

Brno store
Lidicka 28, 602 00 Brno, The Czech republic

Prague store
MON - SAT: 10:00 AM - 7:00 PM

Brno store
MON - FRI: 9:30 AM - 6:00 PM, SAT 9:30 AM - 1:00 PM

You can contact our customer support at 169 941 99.

B-Stock is an item that has a cosmetic flaw, does not have original packaging or has been displayed in a store, but is 100% functional. A description of the defect or damage can be found directly in the product description.

The "New" label indicates new products on the market, while the "New in our stock" label indicates products that have been on the market for some time and we are now offering them on Kytary.ie.

Boutique instruments are specially selected premium instruments that are rare, antique, small batch or unique, hard to find or custom made. These pieces tend to have high musical, historical and collectible value. The Boutique section can be found here.

If there is an item missing from our offer or we do not provide enough information about it, please contact us at . We will be happy to answer you.

If the goods are listed as in stock, they are physically located in our central warehouse or in our stores. This information can be found on the product page directly below the price, where you can click/tap on the "In Stock" label to open detailed information about the product's location. If the product is with the supplier, on its way to us or on display in store, this is always indicated with the expected dispatch date.

It means that we do not currently have the goods in stock and will request delivery from the supplier. We will specify a delivery date on request.

Goods marked as such are not brand new. It has either been displayed in the shop, unpacked, used by the customer or repaired by a specialist. These goods are priced lower than new goods and are usually covered by a 12 month warranty, in some cases 36 months (the length of the warranty is stated on the product).

We have our own photo studio and we take our own photos of the products. We rarely use photos directly from manufacturers.

We process each order as quickly as possible as we know how much you’re looking forward to getting your new instrument or gear. We ship goods that are in stock by the next working day at the latest. We list the estimated shipping date for each product.

You can find up-to-date information on the status of your order in the My Orders section after logging in to your customer account. If you purchased without registering, just click/tap on the link in the confirmation e-mail you received from us after placing your order.

You can shop with us even without registering. However, there are lots of benefits to registering and creating a user account – you can collect bonus points to go towards your next purchases, see overviews of your orders, or can add products to your favourites.

All prices include VAT. All prices include VAT. If you want to reclaim VAT from the state, discuss that with your accountant or tax adviser.

The following payment options are available, depending on the collection or transport method you’ve chosen:
- Credit/Debit card
- PayPal Payment
- Apple Pay
- Google Pay
- Online payment
- By invoice
- Bank Transfer
- We offer payment via an invoice for selected institutions and wholesale partners

More about payment methods

We meet strict e-commerce standards. We cooperate with verified carriers and constantly check the quality of our services.

If you have a registered customer account, you’ll find the manuals for the products you’ve purchased there, by clicking the order number in the My Orders section. They’re also available in electronic format, just call Customer Support at 169 941 99 or by e-mail and we’ll send them to you.

You’ll find the invoice in your e-mail after the goods have been shipped. Registered customers can find all the documents nice and easily in the My Orders section in their customer account.

First of all, when placing the payment order with your bank, select the "instant payment" option (if your bank allows it). Then carefully fill in all the information from the advance invoice, which you’ll receive in an e-mail after you place your order. Take special care when entering the variable symbol, amount and account number. To make things easier, you can use the QR code on the order confirmation page or in the e-mail.

The order delivery date depends on which carrier you choose in your basket. The product page shows the date on which we can ship the goods. After placing your order, we’ll inform you about the delivery details, or the carrier you selected will contact you directly.

We offer the following delivery methods, which can be selected depending on the number and type of products in the order:
- An Post
- GLS
- UPS Air Transport
- Gebrüder Weiss

More about delivery options

Free shipping on purchases over €299.00.
More about delivery pricing

Please contact the carrier directly. We do not forward carrier notes.

Yes, during the order process, tick the "Send goods to another address" box in step 3 of the form.

Yes, the goods are insured during transport.

It is not necessary to take delivery of the damaged parcel. If you decide to do so, you must report the damage immediately upon receipt of the parcel from the courier by writing it down in the handover report available to the courier, or in the tablet/scanner. Please take a photo of the damaged parcel or goods so that we can subsequently resolve the situation with the transport company. You can also contact our customer support at any time at 169 941 99 or by email at .

If you order multiple items that are in stock, we ship your order immediately and it may happen that the items do not fit in 1 package, so we may ship them in multiple packages. It is then up to the carrier whether they can deliver the entire order in one shipment. In case you order goods in stock and at the same time goods that are not in stock yet (it is written for example "Available in 1-2 weeks from ordering" or "Expected in a day/month/year") you can decide during the order whether you wish to send the whole order at once when all products are in stock, or whether to send the products in stock and the remaining unavailable ones later. Again, the order can be sent in multiple packages and it is up to the carrier to deliver all packages at once.

You can use UPS Air Transport.

All sales documents are sent electronically and are also available in the customer account for registered customers. We strive to save the environment and only print sales receipts upon customer request. Please indicate this request before submitting your order in step 3 of the shopping cart by using the "Add a note to your order" option.

We have our own service centre staffed by a team of professionals. Our luthiers in the guitar workshop adjust all types of guitars, repair electronics, grind or replace frets, and lots more. Our electrical workshop repairs sound equipment, amps, pianos and other gear. We can also deal service stringed instruments.

More about our repair services.

We can handle repairs on guitars, basses, keyboards, strings and electronics. We are also an authorized repair shop for Fender, Taylor and Yamaha. We service instruments directly at our headquarters and we also service instruments that were not purchased from us.

More about our repair services.

Yes, we also repair older instruments. More about our repair services.

The most common types of repairs are listed in the pricelist. If you are interested in a specific type of repair, please contact our Repair and Service centre.

Contact the customer service support 169 941 99, or write to services@kytary.ie.

If you don't find the product you are looking for in the e-shop, please contact us at services@kytary.ie. If you need help repairing your tool, please contact our Repair and Service centre directly.

Call customer support at 169 941 99, (Mon-Fri 9:00 a.m. - 4:00 p.m.). You can also contact us using the web form or by email .

You can also place an order by phone. However, it’s faster to order online directly from the e-shop.

Customer support colleagues will attend to you as soon as they have dealt with the customer requests or questions in front of you. This is usually within the next working day. The customer service department is not available on weekends and public holidays.

We can advise you on anything related to your order, choosing an instrument, purchases or claims and service. Before you call or write to us, check whether your question is listed in the Frequently Asked Questions section.

You can ask a question on the details of a specific product in the Advice section, where our product specialists will reply to you shortly. We will also send you an answer by email and registered customers can find it in their customer account, in the My Questions - About products in the e-shop section.

We are also happy to help you with product selection at 169 941 99 customer support or contact us via web form or email .

We are here for you! Call customer support at 169 941 99 or contact us using the web form or by email at . Registered customers can ask a question in their customer account under My Questions - About My Orders.

We give an extended warranty of 3 years for new goods (not valid for damaged, used and boutique goods - there is a 1 year warranty). The length of the warranty is always stated on the specific product page.

Bring the goods in person to one of our branches in Prague or Brno, or send them to us. You can find instructions on how to do this here.

You must provide the instrument or accessory being claimed and an invoice or receipt.

Pack the goods in such a way that they will not be damaged during handling or spill components. At the same time, the packaging itself will not damage the packaged product.

It depends on what the product is and what the defect is. If you are not sure what you need to bring, please check with our customer support 169 941 99 or by email to see what you need to bring for your claim.

You do not need to supply the packaging after the 30-day period, but keep the packaging within 30 days of purchase. If you have already disposed of it, please contact us by email at claims@kytary.ie and we will resolve the issue.

Send the returned goods to the following address:
AUDIO PARTNER s.r.o. - Kytary.ie
Complaints Department
Mezi Vodami 23,143 00 Praha 4 - Modrany, The Czech republic

We try to handle every complaint as quickly as possible.

Within 30 days of receiving the goods or picking them up at the store, you have the option to return them without giving a reason (this applies to consumers, not to companies or tradesmen). The 30-day period does not apply to used goods, products that cannot be reused after unpacking due to their nature and products from the boutique section (this information can also be found in the description of the goods). Withdrawal is not possible for electronic licences. All information on this can be found in our Terms and Conditions. If we extend the return period in an extraordinary event, we will inform you of this on the product details or other pages of the e-shop.

The 30 day time limit does not apply to products that, by their nature, cannot be reused once unpacked. Withdrawal from the contract is not possible for electronic licenses. Products from the Boutique section and used and damaged goods have a return period reduced to 14 days. The length of the return period is always indicated on the goods. All information on this can be found in our Terms and Conditions.

If your new instrument or anything else from our e-shop doesn’t “fit right”, you can return it within 30 days (applies only to consumers, not to companies or traders). The return deadline for products from the Boutique section and used and damaged goods is reduced to 14 days. If we extend the deadline for returning goods as part of a special offer, we’ll let you know on the product page or elsewhere in our e-shop.

Keep the packaging within 30 days of purchase. If you have already disposed of it, please contact us by email at claims@kytary.ie and we will resolve the issue.

Send the goods you want to return to the address:
AUDIO PARTNER s.r.o. – Kytary.ie
Merchandise Returns Department
Mezi Vodami 23,143 00 Praha 4 – Modrany, The Czech republic

For each purchase you earn points that you can then use as a discount for future orders. All info about the bonus program can be found here.

Yes. There are other benefits of registering: for example, you can add products to your "favourites", get an overview of all orders. In addition, questions about your orders or products will be at your fingertips immediately. We will also save you time when creating your order by filling in the known billing and delivery details.

Every registered customer receives a bonus for every purchase. More information about the bonus can be found here.

In the first step of the shopping cart, select "I want to redeem my bonus of XXX EUR". You will immediately see what bonus you have available and you can determine how much to use to reduce the price of your order. Please note that the bonus can only be used up to 50% of the total price.

Bonus points are credited immediately after purchase, but beware - they are not activated until 30 days after purchase. If you have any additional questions, please call our customer support at 169 941 99 or contact us via web form or email . We're here for you!

Bonus points expire after 1 year.

The license will arrive shortly after purchase in your email inbox. Registered customers will find the license/serial number in their customer account under the specific order.

You will find all the information to download the digital content in the email after you have paid for your order.

Updates to purchased software are provided directly by the manufacturers and Kytary.ie is not responsible for them as a reseller. We are also not responsible for any defects that the updates may cause.

If the download link we sent you in the email is broken, please contact us at customer support at 169 941 99 or by email at . If the link is working but an error occurs during the download, please try the download again and if you experience repeated problems, contact the manufacturer of the license or software you purchased. Please do the same if the download requires a login - this may occur and in this case you will need to register on the manufacturer's website.

Eletronic licenses cannot be returned.

You can purchase electronic licenses from us without registering. However, there are many benefits to registering - such as loading bonus points that you can then use towards your next purchase.

We don't put limits on your imagination, but if you don't know how to write a review, try to imagine what you as a customer would expect from an ideal review and what it should contain to be useful to you. Then it will be easy to write your own review. For more info on reviews (including advice on how to write them), see here or the next point below.

You can write anything in the review, but please follow these rules:
- Your review must not be vulgar or offensive to others.
- Don’t use links to other websites in your review.
- In your review, truthfully describe your own experience with the product. Do not create duplicate reviews.
- Take care to protect your privacy. Do not include your personal information or that of third parties in your review.
- Don’t copy other people's texts.
- Your review must be relevant and related to the product itself, not shipping, payment and other services.
- If the goods arrived damaged, don’t write a review about that, but contact our claims department.
- The evaluation does not include questions. If you have any additional questions about your purchase, please use the product detail section or contact our customer service department.

As stated in the rules, we reserve the right not to publish reviews that in any way violate our rules or the law, or we delete those reviews.

Reviews can be written by registered customers or anyone sent an e-mail with a link to the review after placing an order (via third-party such as Heureka). We publish all reviews and distinguish mark them as verified or unverified. Verified reviews guarantee that the product was purchased through our e-shop.

We are legally obliged to distinguish in reviews whether they were given by a customer who has purchased the reviewed product from us or not. For reviews, we therefore display whether they are verified, verified via a third party (e.g. Heureka) or unverified. For all verified reviews, we can guarantee the purchase of the related product via our e-shop.

Please send your ideas for improvement, compliments or complaints to web form or email services@kytary.ie.

In that case, please contact our customer support at 169 941 99 or by email at and we will be happy to help you.