FAQ: Frequently Asked Questions

We’re always here for you! Whether by phone, in person at our two flagship stores or by e-mail, we’re always ready to listen to your questions, problems or requests. For a consultation you can find an overview here with all our department phone numbers and e-mail addresses, where a specialist will answer directly. If you have questions about your order or simply want to place an order by phone or e-mail, click here. For questions about an ongoing order or items already delivered, contact either 06227 / 603 0 or bestellungen@session.de. Prefer a face-to-face visit? Here you’ll find our stores! We look forward to seeing you!

Use the navigation or search to find any of our more than 19,000 items. Once you’ve decided, you can add the desired product to your shopping cart using the green button on the product detail page. There you’ll also immediately see which shipping method applies and any possible shipping costs. When you have all the 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 gear is on its way to you.

Sometimes you just have to try things out! That’s why we’ve created several options to show you whether the item you want is available locally in one of our stores. On every product page you’ll find information on whether the item is currently available in Walldorf or Frankfurt, or whether it’s only in our central warehouse at the moment. If you have a customer account (No account yet? Get one now!), you can also select your favourite store here. Then availability in your chosen store will already be shown in all product listings. If the item is not available in your store, that’s no problem — contact us and we’ll bring it to the location you want.

No, there is no minimum order value at session. We ship free of charge from €29; below that we charge €3.90 shipping within Germany.

From musicians for musicians – session combines an intuitive, modern online shop with traditional specialist retail and concentrated expertise on site. We offer a carefully selected range of products for every need, from beginner equipment to exclusive collector’s items. We try to shape our assortment so that we’re convinced of every product and can stand fully behind it. At session.de we place special emphasis on shipping stringed instruments such as electric guitars, acoustic guitars and basses. An instrument doesn’t just leave the warehouse as a box with us. Wooden instruments, especially when shipped long distances from the Far East or the USA, are exposed to various climatic conditions that can negatively affect playability. We therefore make an effort to inspect, set up and prepare each instrument before shipping so that you can start playing immediately after unpacking. We ship instruments the way we’d like to receive them ourselves! Learn more about our guitar setup service.

Of course! In the checkout, after choosing your payment method, simply select your desired pick-up location. After your order we’ll prepare the goods for you. You’ll then receive a second e-mail after your order confirmation once the items are ready for collection. If your desired pick-up location isn’t shown, not all items in your cart are currently available at that location. In that case, please contact info@session.de.

We like flexible and individual solutions, even when it comes to paying. That’s why you can pay with PayPal, VISA & MasterCard, AmazonPay or prepayment (bank transfer). Want to spread the cost? We also offer Ratenkauf by easyCredit (instalment purchase) on fair terms and without complicated follow-up processes. More information about payment methods can be found HERE.

We try to ship every item so that it arrives with you as quickly and efficiently as possible. The choice of carrier therefore depends heavily on the items you order. In general we ship with DHL and DPD, but larger items may be sent by freight carrier. Customers buying keyboard instruments such as upright pianos or grand pianos can also book an optional delivery into the living room including assembly service. You can select this flexibly at checkout. In the checkout we always show you which carrier will most likely deliver your order.

We dispatch most items on the same working day for orders placed by 14:00. Depending on the shipping method, your order will typically arrive within Germany within 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 shopping cart. Freight and piano deliveries usually take on average 1-2 weeks, as an appointment must be arranged between the carrier and the customer. For this we therefore also need your telephone number in the checkout.

Gladly. If it needs to be quick, we offer online vouchers in the form of a code, which are sent to you promptly by e-mail as a PDF. Print it out: ready. If there’s time and you’d prefer something nicer, we offer attractive vouchers including a lovely envelope that we can deliver to your chosen address. Here you’ll find our vouchers. These can of course be redeemed in our stores as well as in our online shop.

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

After you place your order in our online shop, we’ll inform you about every further processing step by e-mail. After an order and shipping confirmation you’ll receive an invoice with a tracking code so you can track your delivery’s journey. Of course you can also check the status of your order at any time in your customer account. Note: Due to our specialist service for stringed instruments (learn more) shipping of these items can sometimes be delayed by one day so that your instrument arrives optimally set up.

B-stock usually refers to returned items or display pieces that may have minor cosmetic imperfections, but not necessarily. In most cases only the original packaging is missing. All B-stock items are, of course, fully checked by us for functionality and are subject to the same warranty and return conditions as new goods. Session Sets, on the other hand, are bundles put together by us around a main item to offer you the best possible package. You get everything you need— for keyboard instruments, for example, a piano bench, headphones, music stands or similar— without having to assemble the items yourself. Session Sets are also cheaper for you than buying the individual items separately. So, let’s go!

We always try to keep a large stock of popular items in our central warehouse. However, sometimes an item is sold out. Often we receive delivery information from our suppliers promptly or even offer the option to pre-order the item. Just contact us here and we’ll check the item or find an alternative together.

Are you happy and want to share your experience? Great! You can rate us here! Not happy? Then please contact info@session.de first so we can help you! If you want to review a product you purchased from us online, you can do this in your “My Account” area. Alternatively, we’ll send you an e-mail a few days after your order inviting you to review the product. Here you can inform other customers about your experience and help them with their purchase decisions.

You have 33 days to return goods to us without giving any reason. Items such as mouthpieces, reeds and in-ear headphones and similar are excluded from returns and exchanges for hygiene reasons if their packaging has been opened; we also point this out on the product detail page for these items. More information on cancellation and returns can be found HERE. Want to register a return? Then visit our returns portal directly at our returns portal.

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

We do make mistakes sometimes too. Please help us get better!

Report errors you’ve noticed on a product here: Product defect form

Report errors in our shop here: Shop error form

If you register a return with us (to the returns portal), we’ll send you a return label within Germany with which you can send the item(s) back to us. We will inspect your return within 2-4 days of arrival at our returns department for damage and completeness. Afterwards the invoice amount will be refunded to the payment method you used without delay. Orders paid by prepayment will be refunded by bank transfer, 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 value your wishes and feedback. If there’s a particular product, tutorial or similar you’d like to see on our YouTube channel, feel free to send your suggestion by e-mail to info@session.de. We’ll try to include your idea in our planning.