Customer Service

Contact and Opening Hours

Contact our specialists for personal service and expert advice. The central helpdesk of Keymusic is available from Monday to Saturday.


Tel. +31 (0)85-8330000
Monday to Friday 10 AM - 9.00 PM
Saturday 10 AM - 5 PM

For the opening times of our stores visit the store pages.

Key Music Nederland BV
Ceintuurbaan 191
3051 KC Rotterdam
The Netherlands
Commerce number: 27179501
VAT number: NL808037596B01
IBAN: NL67 INGB0677821913
BIC: INGBNL2A

Payment Methods

We offer the greatest possible choice of means of payment both online and in our shops. Our online payment system is protected by Ogone Payment Services. Ogone ensures that the processing of your financial information takes place in accordance with the strictest security standards.

Payment methods

VISA AND MASTERCARD

With KEYMUSIC you can make secure payment via Mastercard and Visa. Following verification your order is processed immediately. Sending your details to the credit card company, authorisation and confirmation of authorisation take place within 15 seconds as a rule. Your credit card details are submitted in a secure environment and are not recorded by us.

PAYPAL

With PayPal companies and consumers with an email address can send and receive online payment in a secure, simple and inexpensive manner. The PayPal service which enables users to send payment free of charge can be accessed using PCs and mobile telephones.

IDEAL (Netherlands only)

With iDEAL you can pay simply, safely and quickly for all your online purchases. Make payment in your familiar Internet payment environment, on the basis of the specific security measures of your own bank.a big advantage of payment by iDEAL is that we can deliver all articles that are in stock to you immediately.

BANCONTACT/ MISTER CASH (Belgium only)

For our Belgian customers we offer the secure Bancontact/Mister Cash method of payment. Payments on the internet using Bancontact/Mister Cash are fully secured, usually by means of a digital pass or card reader. This is a security module that your bank will have given you if you are using internet banking. If you would not like to use internet banking and still be able to pay securely on the internet, then your branch can provide you with a digital pass or card reader.

When making the payment you will have to enter the card number and expiry date of your bank card. This information is provided on all new bank cards as standard. For older cards you can request the details online through your bank’s website.

BANK TRANSFER

You can choose to send the total amount by manual transfer to KEYMUSIC. In this case you complete the payment via Internet banking or via written transfer instruction. If you chose this method you will receive full payment instructions via email. Payment in advance is a safe method of payment that brings no extra costs with it. It does take one or more days for the payment to reach the account of KEYMUSIC though. This can lead to delay in the delivery of your order. As soon as payment is received you will receive confirmation of this by email.

PAYMENT IN THE STORE

You can both pay for your online order and collect it in one of our stores. In that case you can pay with cash, bank card or credit card. We accept Visa and Mastercard. If you wish you can also apply in the store to pay by installments via Santander (min. amount 500 euro).

PAYMENT BY INSTALLMENT

In our stores we offer the possibility of making an immediate request for finance. We provide this in cooperation with Santander Consumer Finance in the Netherlands. Following approval of the request you can take your new purchase home with you straight away.

Shipment and delivery

KEYMUSIC works together with PostNL parcel service for the delivery of orders. PostNL is the market leader in parcel distribution within the Benelux. For unusual formats we work with GLS Freight-dispatch.

CLICK & COLLECT

With 18 stores in Belgium and the Netherlands there is always a store close by you. Place your order via our website and collect your order easily in your favourite store. You combine the certainty and the convenience of online ordering with the advantages of our stores.

You will receive an automatic message by email or text when your order is ready for you in the store you have chosen. If the product that you have ordered is in stock at the selected store you can collect it on the same day.

You can make payment online, but you can also choose to pay for your order in the store. In our stores you can pay with cash, bank card and credit card. It is also possible to request payment by installments in the store.

DELIVERY PERIOD

If the product is in stock at our central warehouse in most cases you will receive your order at your home the following working day. If a product is in stock at one of our stores or with one of our suppliers, delivery takes a few days.

The delivery periods stated on our website are average delivery periods (working days). The actual delivery period can vary. In most cases we dispatch the orders within the stated delivery period. Delivery in exceptional cases can take longer.

TRACKING SHIPMENT

You will receive an email from us with a tracking code as soon as your order leaves our door. Then you can follow status of your delivery within 24 hours via the website of the carrier.

DELIVERY

The carriers choose their own schedule for deliveries. Remember that you need to be present at the delivery address during working days from 9 till 5 in order to receive your order. It remains your responsibility to make arrangements for the way that the order is received at the delivery address.

NOT AT HOME?

If the carrier comes along and nobody is there, he will put a card in the letterbox bearing the contact details for agreeing another time. If you do not react, then they will seek to make delivery again the following working day. If there is nobody at home that time, the goods will be stored at the depot for a week. After a week, if no contact has been made to agree a delivery time, the goods are returned to our warehouse.

SIGNING FOR THE GOODS

For your own protection we request your personal signature when accepting the delivery, both at business and private addresses. If you are unable to sign for receipt of the order, we cannot guarantee delivery. You are personally responsible for third parties who sign to acknowledge delivery at the address supplied by you. If the packaging appears to be damaged, you can report this when signing to acknowledge receipt. If you do not do this, we cannot accept return of the goods if damage is noticed after delivery.

INTERNATIONAL DELIVERIES

We ship to the countries listed below. 

Country Shipping Flat-rate** Free Shipping*
Netherlands 5 EUR 50 EUR
Belgium 10 EUR 50 EUR
France 10 EUR 250 EUR
Germany 10 EUR 250 EUR
Luxembourg 10 EUR 250 EUR
United Kingdom 10 EUR 500 EUR
Austria 15 EUR 500 EUR
Denmark 15 EUR 500 EUR
Finland 15 EUR 500 EUR
Italy 15 EUR 500 EUR
Portugal 15 EUR 500 EUR
Spain 15 EUR 500 EUR
Sweden 15 EUR 500 EUR
Czech Republic 20 EUR 500 EUR
Ireland 20 EUR 500 EUR
Poland 20 EUR 500 EUR
Slovakia 20 EUR 500 EUR

 

* Free shipping minimum order value. Only for standard size parcel shipments. International shipments with divergent size or large volume/weight will be charged extra.
** Shipping cost and delivery are only applicable for shipping addresses within the mainland. Delivery to remote areas and islands is excluded, and always based on custom quota.

SUSTAINABLE BUSINESS

We re-use nearly all packing materials. It is possible that your order is packed in a cardboard box of a different brand or product. Old paper and cardboard that is no longer usable is 100% recycled.

Warranty and Returns

We are official retailers for virtually all well-known brands and products. In spite of the high quality products that we have in our range, it can occur that you receive a product that is not perfect. In that case we will be happy to provide you with a suitable solution as quickly as possible.

EXTENDED 2-YEAR WARRANTY

From 2014 onwards all goods that you buy from KEYMUSIC are covered by our two year guarantee period. This means that we will extend the manufacturer’s guarantee period to 24 months, at no extra cost.

What exceptions are there?

Consumables such as strings, drum sticks, guitar picks, tape, lights, batteries, reeds and cross faders are excluded. Damage to instruments is only covered if, in spite of careful maintenance of the instruments involved, it arises as a result of faulty manufacture. We are very flexible, but there is nothing that either we or the manufacturer can do about poor maintenance. This extensive warranty will only be applied for consumer purchases; for business orders, the statutory warranty and/or factory warranty will be applicable. In the case of instruments with a manufacturer’s guarantee longer than two years, then naturally the manufacturers guarantee applies.

30 DAY MONEY-BACK PERIOD

KEYMUSIC operates a 30 day approval and inspection period for all online orders. This period commences when you take delivery of the product. After 30 days the purchase agreement becomes final. During this period you should handle the product and packaging carefully, if reasonably possible. Try the product out to the extent necessary in order to decide whether you wish to keep it. If you wish to return the product, the method of shipment and the condition of the product must comply with our stated terms and conditions.

RETURNS PROCEDURE

There are a number of reasons you may decide to return (a part of) your order. Read this page through carefully to avoid any misunderstandings and delays.

RMA authorisation code
Return of goods without RMA authorisation code is unfortunately impossible. In all cases complete the online return form first. If your request for return of goods is approved, you will receive an RMA authorisation code by email. Note this code carefully on the packaging, so that your package can be correctly identified when it arrives in our warehouse.

Return shipment
In all cases the correct postal franking costs must be paid for a return shipment. Packages not correctly franked or marked as returned subject to payment on delivery will not be accepted by us. KEYMUSIC reimburses the postal costs in some cases.

Return address:
KEYMUSIC Rotterdam
Department of Warranty & Returns
Ceintuurbaan 191
NL-3051KC ROTTERDAM
The Netherlands

ONLINE RETURNS FORM

Excluded from return

  1. Hygiene products (such as microphones, headphones, harmonicas and other wind instruments)
  2. Customized products (such as cut-to-length cables, customized sound systems)
  3. Software or other licence based products and books (after you broke the seal)
  4. Consumables (such as lightbulbs, valves and liquids)

Product range and stock

PRODUCT RANGE

KEYMUSIC guarantees to continue to offer the newest products and the most popular brands. We are official retailers of all well-known brands. Small and exclusive makes are also included in our selection. Our product range is mostly available online and can be ordered immediately, with information on what is in stock that is kept up-to-date.

Using the clear product classification and the extremely smart search machine, you can easily and quickly find the right product. Is the product that you are looking for not included? Get in touch with us to receive the best price and delivery period. There is a good chance that we still have product in stock or can deliver it at short notice.

UP TO DATE SUPPLY STATUS

Stock information on our website is updated every 15 minutes. You can check in which store(s) the item is available. In many cases, our suppliers stock is also visible along with our own stock. This information is updated every 24 hours.

   

Available immediately

This item is in stock at our shipping centre and can be dispatched immediately. Orders before 9:30 PM are processed the same day.

   
In stock

This item is in stock in one or more stores and can be dispatched within a few days.

   
In stock*

This item is in stock with our supplier and can be dispatched within a few days. * We depend on our supplier for extradition and therefore can not guarantee delivery times.

   
Expected soon

This item is expected soon. In many cases an estimated date is given as an indication. The actual delivery date may vary.

   
Delivery time on request

This item is in stock in one or more stores, but is not available for shipment. Please contact our customer service for more information.

   
Delivery time on request

This item is not available from stock, but may be available with our supplier. In most cases, the item can still be delivered quickly. Please contact our customer service for the best price and delivery time.

Account and Login

As a customer you can register in our stores or via our website. Creating an account is simple and fast, and offers many advantages. You can order more quickly, keep track of your order status, consult your order history and amend your personal details.

REGISTERING IN STORE

If you purchase a product you can register as a customer in our stores. Our personnel will note your details in our customers’ file. From that moment you can have all your purchases recorded in your own account. If you wish to log into our website later, you can request a password. Then you will receive an email with a temporary password. After you have logged in you can change the password yourself.

REGISTERING ON THE WEBSITE

Are you a new customer? Then you can register directly on our registration page. We ask you to fill in a few details to make ordering as safe and easy as possible.

SECURITY

Online shopping with KEYMUSIC is always secure and reliable. We have taken appropriate technical and organisational measures to protect your personal details from loss, or any unlawful application. In addition our online payment system is protected by the well-known company Ogone Payment Services. Ogone ensures that the processing of your financial details takes place in accordance with the strictest security standards.

PRIVACY

KEYMUSIC processes your personal information for acceptance of your order, carrying out agreements, customer relations and product and service development, and determining (general) strategy.

In addition your personal details may be used to inform you, whether or not on the basis of a previous selection, about interesting offers and other products and services of KEYMUSIC. You can also receive information via email or text, if you have given permission for this.

If you do not wish to receive promotional information (any more), or do not wish your details to be used for direct marketing purposes, you can make this known by email.

KEYMUSIC Business & Professional

Pro-audio apparatus, dj-gear and musical instruments for the business market.

DISCOUNT FOR COMPANIES AND PUBLIC SECTOR

Are you looking for musical instruments, pro-audio apparatus or dj-gear for your business, association, or public sector establishment? Then you may well be eligible for one of our exclusive discount schemes. If you make purchases regularly, KEYMUSIC offers you especially keen prices.

ORDERING WITHOUT VAT AND ON ACCOUNT

Our international structure enables as to deliver to businesses with a valid VAT number without charging VAT. For this it is no longer necessary to pay VAT and then claim it back later.
In addition we offer the business market ordering on account as an extra service. Orering on account is not possible on international orders, and therefor cannot be combined with the 'no VAT service'.

SERVICE AND INSTALLATION

From a complete professional sound system for your cafe, club, restaurant, school or hotel, to fitting out your professional recording studio. But professional bands may also be eligible for our exclusive discount schemes.

Our team of professional technicians carries out the installation of complete sound systems, high-end studio projects, DJ-sets, A/V-systems, PA systems and more. These are tailored, in consultation, to your budget and specific wishes.

KEYMUSIC PROFESSIONAL

We always work with the best A- brands, so that you can build on a reliable and top quality system for years. For more information take up contact with our team via pro@keymusic.com or telephone +31 (0)10-2757370. 

Terms and Conditions

Here you can download the terms and conditions of Key Music Nederland BV (PDF).

DISCLAIMER

All content protected by copyright © 1999 - 2016 Key Music NV and Key Music Nederland BV. KEYMUSIC® is a registered trademark of Key Music NV. All rights reserved. The publisher accepts no responsibility for incorrect spelling, printing errors (including prices), incorrect product specifications and changes, or grammatical inaccuracies relating to a product in the KEYMUSIC catalogue or on the KEYMUSIC website. Product images are not binding. Prices are subject to change without notice.

This website is a service from Key Music NV and Key Music Nederland BV. The information on this website is intended for personal, non-commercial use. Any form of re-publication of the content of KEYMUSIC’s website (or part thereof) is expressly forbidden. KEYMUSIC and its partners endeavour to provide information that is as complete and accurate as possible on this website. However, KEYMUSIC does not guarantee this.

KEYMUSIC accepts no responsibility whatsoever for damage that has been caused by use (deficient or otherwise) of information presented on its website. The user details collected by KEYMUSIC will be handled in accordance with the privacy statement, as published on this website.

All prices are given in EUR (€) and include turnover tax and any statutory contributions, e.g. a waste disposal levy. Special offers are only valid for a limited time. All prices given on this website are conditional and will be valid subject to availability.