Store FAQ & Help
Online Store FAQ
Which Payment methods are accepted in the Kemper Online Store?
We accept the following payment methods: Visa, MasterCard, PayPal and Pre-Payment. If you choose Pre-Payment, you‘ll receive an additional email with a Proforma Invoice including our Bank details. We will ship the goods as soon as the total amount of your order is transferred and visible in our bank account.
I haven‘t received my delivery yet, although the Kemper Online Store says that the delivery time for my country has already passed. What should I do?
As soon as we ship the goods, you will receive an additional email with the shipment details which includes a tracking number from the related Freight Service. You can use this number to track your shipment. If you have problems with the tracking number and/or shipment please get in touch with our Online Sales team. Please don‘t forget your order number which you‘ve already received with the order confirmation email.
What exactly happens after ordering?
After ordering you will promptly receive an order confirmation by email. After processing the order the package will be sent as soon as possible dependent on the availability. With payments made by pre-payment (bank transfer).
What should I do, if I received a defective device or the package is damaged?
In this case, please get in touch with our Online Store team immediately. If you received a damaged box please refuse the acceptance or inspect the box with the carrier and make sure that the product is in a good condition.
How long does the delivery take?
Inside the EU (incl. Switzerland) the overall delivery time is approx. 1-3 business days (UPS). Outside the EU the overall delivery time is approx. 1-4 weeks with DHL. Please note, that deliveries to Middle- and South America, Asia, Africa, New Zealand takes up to 4-6 Weeks. For all customers in the United States of America the delivery time is 1-3 business days (UPS) - orders ship from our US warehouse.
How secure is shopping in the Kemper Online Store?
Your data will be handled confidentially and is encrypted. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure. The Access Music Online Store is also PCI DSS Compliant. You can find more information here.
I didn‘t received and order confirmation, What should I do?
If you have not received an order confirmation by email directly after purchasing you may have possibly have given us an incorrect email address or the email is in you spam folder. Please check your spam folder first. If you didn‘t get any confirmation email at all please contact our Online sales team to check whether we received your order.
How long is the warranty for Kemper Products?
The overall warranty of our products is 36 months. If you have any defects or issues with your product please contact our product support.
What is your return policy?
We offer a 45-day return policy for all online store purchases. Items must be returned in unused condition, with all original packaging and included accessories. Further information can be found in our general terms and conditions.
May I pay in US Dollars or another currency instead of Euro?
No, the Kemper Online Store prices are only in Euro. Only US Customers using the Kemper Online Store within the United States of America are allowed to pay in US Dollars.
Do I have to pay extra Credit card fees?
Please note, your financial institution may charge additional fees for processing international credit card payments. Per our General Terms and Conditions, processing or transaction fees incurred from a financial institution are the responsibility of the end-user. Please contact your financial institution for more information.
Do I have to pay customs duty and VAT outside the EU?
After a shipment reaches your country (Outside EU/Except orders from the USA) it might be subject to import duties and taxes. Additional charges for customs clearance must be paid by you; we have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country, contact your local customs office for further information. Please be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Please note, that all orders from the United States of America will be dispatched from our US Warehouse and are not affected.
I have technical difficulties and questions regarding my product, what can I do?
Please refer technical questions to our product support.
What does "VAT“ mean?
VAT stands for Value Added Tax which is in indirect sales tax. If you live in the European Union (but outside of Germany) and are exempt from VAT, then you can fill in your VAT-ID (VAT No.) into the appropriate field of the order form. Before finalizing the order process the German VAT will be deducted from the sales price to avoid double taxation. Please make sure that you are actually exempted from VAT for purchases in the EU before you fill in your VAT-ID. Otherwise leave the optional field for VAT-ID free.
Where can I find your General Terms and Conditions?
You will find our terms and conditions on our website.