Buying from DaCapo Audio is easy and secure. We realise you may have never bought from DaCapo Audio before and have still to experience the highest level of customer service we aim to deliver. In the following you will find answers to the most common questions from first time DaCapo Audio customers.
If your question is not already answered below we look forward to assist you through any of our available channels. Get in touch through email, chat, Facebook or phone.
Jump to question
- Where is DaCapo Audio based?
- Where do you ship to?
- How do you handle payments?
- Do you offer volume discounts?
- Do you match your competitor’s prices?
- Is your shipping safe?
- What delivery time can I expect?
- Can I pick up my order in person?
- What if I am not satisfied with the product I received?
- What is the shipping cost to my country?
- Are there any hidden costs added to my order?
- What if I experience a fault on an item I bought?
Where is DaCapo Audio based?
Dacapo Audio is a Danish company. All orders without exception are sent from Denmark.
Where do you ship to?
We ship replacement styli and cartridges almost anywhere in the World. The only exception is Jico styli and cartridges which we only ship within Europe.
Lighter products from other product categories, such as Accessories and Turntables & Hifi Gear, we ship everywhere. Orders over 2 kg we only ship within Europe.
Available shipping options and associated cost are always shown during the check-out process. If no shipping options are shown, your order is outside of what we can ship. Please contact us if you feel this is an error. We will look into it and see if we can ship to you anyway. Sometimes we can ship, for example, two smaller parcels, each under 2 kg, in an economical way, but we have to look into this manually.
How do you handle payments?
We accept Mastercard and Visa only. Accepting only credit cards makes it possible for us to offer you the safest shopping experience possible. When you place your order a reservation for the order amount is made on your credit card. The amount is not drawn until we actually ship your goods.
Do you offer volume discounts?
You are very welcome to contact us and ask for a quote. If you order several similar items we can often offer you a discount.
Do you match your competitor’s prices?
We aim to price our products competitively. If we fail, please contact us and we shall try our best to help you.
Is your shipping safe?
All shipments are insured by DaCapo Audio against accidental loss and damage during shipment. Please let us know as soon as possible if you receive a package that appears to be damaged or you suspect it to be lost.
What delivery time can I expect?
Your total delivery time is the sum of time it takes us to dispatch your order and time in transit with the parcel courier.
Delivery Time = Dispatch Time + Transit Time
We show on every product if we have it in stock and what the expected dispatch time is. For in-stock items we ship same or next business day. Products currently not in stock will take us 2-3 business days to dispatch. If you order before 2pm CET we will normally process your order same business day.
Transit time depends on your location. It will take longer for your goods to reach you on the Samoan Islands than next door in Copenhagen.
We use Postnord, the “national” Danish Post. They state the following transit times
Europe 1-6 business days
World 4-15 business days
Again if we are shipping to a remote Island in the Pacific Ocean you should probably expect the full 15 business days, which we admit is a very long time to wait for a replacement needle when you have a stack of records just waiting to be played.
That being said, we often see very speedy shipments. Recently we noted a customer in South Korea receiving his needle after only 4 workdays and the same for a customer in Canada.
So in reality closer and more well connected areas ( to Denmark ) often have shipping times in the faster end while the more remote places of the World are towards the slow end. But in the end your expectations should be in accordance with the above stated service levels.
Can I pick up my order in person?
Yes, you can. Place your order and write a comment that you would like to pick up your order personally from our offices outside Copenhagen. We will notify you when your order is ready for collection. Please note that DaCapo Audio is a webshop only. You can not just walk into our offices to buy. Our warehouse is remote from our office, so we can’t just hand you a needle on the spot.
When you pick up yourself we waive the shipping cost.
If you want to have a cup of coffee and a chat with us let us know by email and we will invite you for coffee.
What if I am not satisfied with the product I received?
We are very sorry to hear that, because our intention is to make you happy and let you enjoy your records. Here is what we will do:
Within 14 days we will take the product back with a smile and refund you. We give you a full refund if the item is largely in the same condition as when you received it.
Please request a return on the website within 14 days and we will instruct you how to return the item(s).
You are responsible for the safe return. Please package all items carefully and send the package tracked and insured for your own safety. The cost of return shipping is paid by the customer.
Please do not send back items you broke or mistreated. We inspect all needles that go out and all needles that come back. If it is broken upon return we can’t refund you. If it is used in ways beyond what is needed to determine its functionality and features we will deduct an amount equal to the depreciation of the item.
We hardly ever experience issues with returns and are almost always able to refund items fully. We encourage you to reach out to us as soon as possible if you have doubts about a product you received from us and we will find a solution.
We also encourage you to share you experiences with others. Both the good and the less good. Please consider adding a product review on the product page and please use our Facebook page to post your questions and experiences. Remember to tell why a product is good or bad - a 1-star review of a 7 euro needle because it does not sound as good as a 359 euro needle may not be that helpful to others.
What is the shipping cost to my country?
Shipping costs vary but are always shown during check-out before you place your order.
For replacement styli it is all very easy when it comes to shipping costs. All replacement styli are shipped for free no matter where you are.
To Denmark...? Yes, we ship for free.
To Croatia...? Yes, we ship for free.
To Hong Kong…? Yes, we ship for free.
“Insert your country here”..? Yes, we ship for free.
Most other products incur a shipping cost based on factors such as weight and shipping destination.
The final shipping cost is always shown at checkout when you enter your destination country.
Mixed orders of both replacement styli and other products have the shipping cost of the non-styli items.
Are there any hidden costs added to my order?
We have shipping costs, but, other than that, No.
We have no hidden fees. No payment fees, no handling fees, no service charges. Only the cost of the product as shown and the shipping cost.
In fact, if you shop from outside the EU you will experience that we deduct 20% from the product price when you enter your non-EU shipping address. Non-EU customers are VAT exempt so we deduct the Danish VAT on checkout. Please be aware that any import duties imposed during shipping is your responsibility. Please investigate closely what import duties are applicable in your country before ordering.
The cost of delivery will be added automatically to your basket so you see the total price before you pay. Please see “What is the shipping cost to my country” above.
What if I experience a fault on an item I bought?
When you, as a consumer, shop with DaCapo Audio your purchases are covered by a 24 month warranty. You should carefully read the exact conditions in our “Terms and Conditions”. They are sent to you by email when you place an order and are also available on our site. This is only a quick explanation in layman’s terms.
To justify as a warranty case the fault or defect, or at least it’s cause should be inherent in the product when you receive it.
We advise that you check your purchase for completeness, visible defects and transport damage as soon as it is delivered. If you have any concerns please contact us immediately.
If you at a later point experience a fault or defect we will offer to repair, replace, or refund your goods, depending on the situation provided that your warranty claim is justified.
The fault or defect is not justified if caused by misuse of the product or other damaging behavior.