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FAQ // Frequently asked questions

You have questions, we have answers! We have grouped here all the answers to the questions you asked us most frequently. We hope you find everything you need.

About orders online

1. At the top of the web page you will find the "Search... " box in which you can type down key-words such as:
. Brand name
. Product type (Stratocaster for example)
. Product category (acoustic guitar for example)
. Product use (recording studio or live for example)
You can associate several criteria such as "Studio headphones" or "Fender Telecaster" to get specific results.

2. You can also use our categories and filters to search for your item :
. Brand name
. Price range
. Type of deal (new, deals, best-sellers, clearance)
. Subcategory, etc.

Place your order on our website in just a few clicks, it's very easy
1. Find the product of your choice on our website (refer to "how can I search for a product on the site)
2. Look into the product page for more information and availability (refer to "stock and delivery times" )
3. Select the product you want to purchase by clicking on "Add to cart".
4. Once all selected products are in the cart, follow the instructions by clicking on " Go to checkout" .

You need help and wish to place your order on the phone? Our customer services team is ready to help you find the products you need and within your budget range.

Please contact our customer services on +33 (0) 1 81 930 900 (call charges for France may apply).

You can also complete your order and proceed to payment on the phone with our customer services. The procedure is strictly the same as if you were placing the order on your own on-line in front of your screen. Your bank details and logins will be required.


Stock availabilities are indicated on each product page, under the "Add to Cart" button. The estimation of delivery date take into account a French address, you can add 3 to 10 days for a delivery in European Countries and more for international deliveries (do not hesitate to give us a call for more precise information at your delivery address):

• IN STOCK - delivered in 24-48 hours
Product available in our warehouse or in one of our partner stores.

• IN STOCK - delivered in ...
product available with our supplier and delivered to you within the indicated delivery time. Bear in mind that delivery times are estimated and may be modified. The client will be alerted with an order tracking email.

• ON DEMAND - please contact us
the product is available in limited quantities in our store and we need to contact our supplier to confirm the availability and delivery time.

• RESTOCKING - available for delivery on dd/mm/yyyy
the product is currently out of stock but has been ordered to our supplier and it will be available for delivery from the indicated date.

• PRE-ORDER - available for delivery on dd/mm/yyyy
this is a new product that we have ordered to our supplier and it will be available for delivery from the indicated date.

• STORES - Limited qty (last one)
there only one remaining... hurry up!

• ON DEMAND - please contact us
the product is no longer available in our store and we need to contact our supplier to confirm the availability and delivery time.

x OUT OF STOCK - please contact us
the product is no longer available in our store and we need to contact our supplier to confirm the availability and delivery time.

You will also find out the availability in our partner stores on each product page. The names of the stores in which the product is currently available are indicated in the drop-down menu " Check availability in store". Only the stores who do have stock are displayed. Click on the name of the store to know the address and opening hours.

Star's Music provides you with several payment options:

- Credit card, Blue card, Visa, Mastercard (INTERNATIONAL RESIDENTS)
- PayPal (INTERNATIONAL RESIDENTS)
- Oney 3 installements by credit card (FRENCH RESIDENTS ONLY)
- Oney 4 installements by credit card (FRENCH RESIDENTS ONLY)
- Cheque (FRENCH RESIDENTS ONLY)
- Bank transfer (INTERNATIONAL RESIDENTS)



• CREDIT CARD

Credit card payment is completely secure thanks to the on-line payment system from our bank partner CIC Cybermut.
Your card details are transferred encrypted to the Internet web, meaning they are coded to make them unreadable. More information about 3-D Secure.

We accept Visa, MasterCard, American Express and Blue Card. You must indicate:
. Your credit card number
. Expiry date
. The security code corresponding to the last 3 or 4 numbers at the back of your card.



• PAYPAL

If you already have a PayPal account, log in with your ID and confirm the payment.
If you are new to PayPal, you can create an account and confirm the payment or proceed to a credit card direct payment.

After confirmation of the payment by PayPal and approval of you order, you are charged and your parcel can leave our warehouse. If you return the products, the corresponding amount will be credited back to your PayPal account.



• ONEY IN 3 OR 4 INSTALLEMENTS (FRENCH RESIDENTS ONLY)

Pay your purchases in 3X and 4X by CB also in store, up to 4000 € - the payment terms (with or without fees) vary depending on the stores, do not hesitate to inquire directly with the store.

You can pay in 3 or in 4 Oney installments for any purchase between 200€ or 3000€ directly with your credit card. By choosing Oney, the 3 or 4 installments from Oney Bank, while confirming your order, you will be redirected to the secured Oney website to fill-up the financing form and get immediate agreement in principle.

How does it work?
1. Select and add products to your cart

2. Choose the Oney Oney in 3 or 4 installments by CC then confirm

3. Fill-up the form

5. Immediately get on-line agreement in principle

6. . Your order is completed,
and you will receive your dream musical instrument or equipment!

Acceptance terms: This service is reserved for individuals (natural adult person) who are permanent residents in France and holder of a Visa or MasterCard credit card, with an expiry date lasting longer that the length of the requested finance plan. The debit cards with systematic authorization like Electron, Maestro, Nickel etc. as well as e-cards, Indigo and American Express cards are not accepted.
Oney is a financing solution offered by Oney, brand belonging to Banque Accord SA with a capital of 29 020 680€ - 40 avenue de Flandre 59170 Croix - RCS Lille Métropole 546 380 197 - n°Orias 07 023 261 www.orias.fr - Contact: CS 60006 -Lille cedex 9 - www.banque-accord.fr



• CHEQUES (FRENCH RESIDENTS ONLY)

Cheques must be issued from a French bank and must be payable to Star's Music Internet.

Documents required for cheque payments:
• front and back copy of the signatory's identity documents
• beyond 1000 €uros, 2 identification documents are requested
• for companies, a copy of the K-Bis (registration certificate) is also requested
• for associations, the registration number to the préfecture is requested (copy of the official journal publication)

Please note that for an order or a quote with a cheque payment:
- your order will only be taken into account after receipt and verification of the cheque by our bank
- the products will not be reserved until the cheque is actually cashed in
- the maximum amount authorized is 5000 euros

We recommend that you send your cheque as soon as possible, payable to STAR'S MUSIC INTERNET, indicating your order / quote number on the back of the cheque for a swift processing, at the following address:

STAR'S MUSIC Internet
76 rue du Capitaine Guynemer
92400 Courbevoie
FRANCE




• BANK TRANSFER

If you choose to pay Star's Music for your order / quote by bank transfer:
- your order will only be taken into account after receipt of the payment
- the products will not be reserved until the payment is actually received
- our bank details (RIB) will be sent to you by email

We recommend that you execute your bank transfer as soon as possible possible indicating your order or quote number on the bank transfer and to inform us that it has effectively been done for a swift processing.

Star's Music offers both standard or express deliveries through the following partners:
- COLISPOSTE - +33 8 25 31 13 11 - www.colipost.fr
- CHRONOPOST - +33 8 25 80 18 01 - www.chronopost.fr
- TNT - +33 825 033 033 - www.tnt.fr
- CALBERSON - +33 1 44 68 74 00 - www.calberson.com

Depending on stock and dimensions of the parcels included in your order, one or several delivery modes will be suggested to you. You then only have to select the delivery mode of your choice.

While purchasing on Stars-Music.fr you have the choice to modify the delivery address on the cart page, just before you pay for your purchases. Click on the "Modify" button in the "Delivery address" box at the "Payment" or "Delivery" stage.

At any time, you can also modify your details on the "My account" tab. In the "Default delivery address" box, select "Manage my addresses".

If you decide to change the delivery address after placing your order and paid for it on-line, you will not be able to modify it on the website. We invite you to contact our customer services by email or telephone to have your current delivery address modified.

Star's Music delivers to you in Europe and abroad.

Orders in Mainland France, Overseas Departments and Territories and some countries within the European Union can be placed directly on-line (except heavy products dispatched outside of France).

Clients wishing to have an order delivered to other countries in the world or to have heavy products delivered outside of Mainland France are invited to contact us to get a quote for shipping costs and/or excluding VAT invoicing.


For the countries for which a quote is required to order, here is the operating method:

1 - Send an email to info@stars-music.fr listing the products that you want to order along with the complete delivery address (don't forget post code or country of delivery!). After that, our team will submit you with a quote including the price of the products and the additional shipping costs required for a delivery to your country.

2 - If you accept that quote, you then only have to choose to pay either by cheque or bank transfer (Mor information inf our Terms and Conditions).

3 - Upon reception of your payment, we will inform you about the dispatch of the equipment.

Star's Music has different superstores in France whare you try musical instruments in the best conditions a musician can dream of. Probably the most beautiful music stores of France with a staff of musicians sharing your same passion and at your disposal for any advices.

Every articles that are in our stores are on available to order online. On Tous les articles en magasins sont disponibles sur notre boutique en ligne. Par contre, certains articles sont vendus exclusivement sur internet.

If you want to know if the product you are consulting is one of our stores Star's Music, just click on the menu "CHECK THE AVAILIBITY" figuring on every product pages.

OUR STORES STAR'S MUSIC

STAR'S MUSIC PARIS
1 à 11 boulevard de Clichy, 75009 PARIS - FRANCE
plus d'infos

STAR'S MUSIC LILLE
72 Rue des Arts, 59800 LILLE - FRANCE
plus d'infos

STAR'S MUSIC LYON
247 rue Marcel Merieux, 69007 LYON - FRANCE
plus d'infos

STAR'S MUSIC TOULOUSE - FRANCE
34 boulevard de la Gare, 31500 TOULOUSE - FRANCE -
plus d'infos


About our policies...

On a daily basis we are monitoring prices in order to provide you with the best deals available. That is the reason why prices may fluctuate from one day to another. Besides, our suppliers can also modify their own prices without notice, thus impacting our prices in either a positive or negative way.

Prices indicated on the website are guaranteed as long as they are displayed on-line. Stars-Music.fr reserves itself the right to modify its prices at any given time but the products will be invoiced according to the applicable prices at the time of registration of the orders, subject to availability on that date.

On a daily basis we are monitoring prices in order to provide you with the best deals available. That is the reason why prices may fluctuate from one day to another. Besides, our suppliers can also modify their own prices without notice, thus impacting our prices in either a positive or negative way . You have found a better price?

Contact us by telephone on +33 1 81 930 900.

As part of our commercial strategy, you might receive discount vouchers. Their operating conditions may vary and will be communicated to you each time. On the website they are to be inserted in the cart in the "Do you have a PROMO CODE?" area. Once the code has been validated, it will apply to your cart if it matches the specific operating conditions.

To receive all our promo codes, subscribe to our newsletter or follow Star's Music on facebook.

Looking four ou special offers ? Just have a look at the "Deals" section. For more discount prices, end of series or destocking products, check the "Clearance" section.

Starting on the date of delivery or collection of the parcel, you have 30 days to return the product. The client will bear the return costs. For a better treatment of your case, make sure to notify us by email at info@stars-music.fr .

If the amount of the replacement order is higher than the original one, the client will have to attach the payment of the discrepancy to his exchange request. Conversely, if the amount of the exchange order is lower than the original amount, upon reception of this request, the client will receive a cheque-letter or a credit note to use on the website as a promo code, to refund the discrepancy.

When your exchange order is dispatched, you will receive a confirmation email with a tracking number for your parcel.


THANKS, I MADE MY ORDER BUT...

When you order on Stars-Music.fr, we send you an email to confirm your order. An email is sent out for each update of your order status until the complete dispatch of your order with a tracking number to monitor the delivery at any time on the carrier's website.

You can track the different status of your order at any time by logging in to "My Account" on the "My orders" tab. You will find the list of the different status and their meanings on "What is the status of my order?"

We do know that you are impatient to get your order delivered, that is why our teams are processing your order as soon as payment has been cleared. Then, in the shortest time, we entrust our carrier with your parcel by the end of the day, for you to receive it as soon as possible.


If you have ordered a product in stock at our supplier, the delivery time can vary from 2 to 5 days or 8 to 10 days depending on the supplier. The estimated delivery time is indicated on each product page of the website. The actual delivery date is then sent to you by email, after order and validation of your payment method.

An email is sent to you when your order is being dispatched with its tracking number, to monitor the delivery at any time. You can also find your tracking number in the "My account" section, "My Orders" tab then "Tracking number".



Date of validation
or your order


Date of delivery(Mode Express)


Date of delivery (Mode Standard)
Monday before midday

Wednesday Thursday or Friday
Tuesday before midday

Wednesday Thursday or Friday
Mercredi before midday

Thursday Friday or Monday
Thursday before midday

Vendredi Monday or Mardi
Friday before midday

Monday Tuesday or Wednesday
Staruday

Mardi Wednesday or Thursday
Sunday

Wednesday Thursday or Friday


These indications are available only for products available with a delivered in 24H /48H. Some products have a longuer delivery date, this one is specified on the product page SHIPPED UNDER 2 to 5 days, 8 to 10 days. For roducts indicated ON ORDER the date of delivery will be send by email after validation of your payment.

When you order on Star's Music website, we send you an email to confirm your order. An email is sent out for each update of your order status until the complete dispatch of your order with a tracking number to monitor the delivery at any time on the carrier's website.

You can track the different status of your order at any time by logging in to "My Account" on the "My orders" tab. Here is the list of the different status and their meaning::

• BEING VALIDATED

Your order requires additional validation regarding the payment option selected. If your payment is approved by our bank, your order will then be updated to "Being prepared".
If your payment is refused by our bank, your order will then be updated to "Cancelled" and you will be fully reimbursed.

In both the above listed cases, an email will be sent to you. Our team is here to assist you by email or telephone to suggest alternatives.



• PENDING PAYMENT

You have chosen to pay your order by cheque or bank transfer. Your order will only be processed after receipt of the payment. If your payment is approved by our bank, your order will then be updated to "Being prepared".
If we do not receive your cheque or bank transfer, your order will then be updated to "Cancelled".

In both the above listed cases, an email will be sent to you. Our team is here to assist you by email or telephone to suggest alternatives.



• BEING PREPARED

Your payment has correctly been registered, we are preparing your order. It will be delivered to you within the time frame indicated in your cart.
If the processing of your order requires more time than anticipated, you will be informed by email of the new estimated delivery time.



• RESTOCKING

Your product is available at our supplier (the item was described on our website as available On Request). We decided to order and send you a brand new product, rather than sending out to you our demo item from one of our stores. The restocking time varies from 2 to 8 days depending on suppliers.

The delivery time is indicated in your cart. You will be notified again about the estimated delivery date.



• PARTIAL DISPATCH

Your order includes several items and has been dispatched in several parcels. You have first received an email with the parcel tracking number. You will receive a second email with another parcel tracking number. Once your order has been completely dispatched, your order status will be updated to "Dispatched".




• DISPATCHED

Your order has been completely dispatched. An email was sent to you with the tracking number. If you have not received this email, check in your SPAM messages. You can also find your tracking number by logging in to "My Account" and the line corresponding to your order.



• REFUNDED

You have requested your order to be cancelled and it was effectively aborted by our customer services as the payment had not yet been approved by our banking institution. You can see the refund transaction on your bank account.



• PAYMENT DENIED

Our banking institution did not approve your payment transaction. The payment is thus denied. This can happen in particular with foreign credit cards. In that specific case, we invite you to contact our customer services to find other payment solutions.



Once your order has been submitted on-line, you can not modify it or cancel it directly on our website.

Yet, if your order is still being processed, it is very simple: send us an email at info@stars-music.fr indicating your order number and explaining what the situation is. Your order will then be cancelled so that you can proceed and place a new one.

If by mistake you placed the same order several times, no worries: send us an email at info@Stars-Music.fr info@Stars-Music.fr indicating the order numbers* to cancel. If you have paid several times the same order, we will refund you the full amount of the cancelled order.

*You will find your order number on the confirmation email or on our website in "My account", "My orders" tab.

In case of absence, a notification slip is left in your letter box (if access to your letter box is possible). Your parcel is available at La Poste (Post Office) // The Click and Collect location is indicated on the notification slip for 15 days.

Depending on the carrier, another delivery date might be suggested to you for a second attempt. Regardless of the dispatch method chosen, if a notification slip was left in your letter box, you have 15 days to retrieve your parcel at the appropriate Post office or Click and Collect location (usually a neighborhood store) with your notification slip and personal ID card or professional card.

You check the location of your parcel with the tracking number received by email. If you think your parcel might be lost, feel free to contact our customer services:

By phone : +33 1 81 930 900 (Monday to Saturday 9am to 7pm non-stop)
By email : info@stars-music.fr

Our teams will help you finding out where your parcel is.

As soon as you receive your parcel, please control the condition of its content in presence of the carrier before signing the delivery note. If this is not done and that you discover afterwards that your equipment is damaged, we will not be able to make a claim against the carrier. If the equipment turns out to be faulty, refuse it with detailed reserves listed on the delivery note. Contact immediately our distance selling customer services at info@stars-music.fr, attaching pictures of the damage if possible.

Regarding warranty, we would like to remind you that all products will systematically have to be returned in their original packaging. We ask you to keep it with all the included documents and accessories.


Great I received my parcel !

To get an invoice, log in to our website on to "My Account" from our homepage, filling-up your identification codes and click on "Validate". Once connected, go to "My Orders" tab and select the order for which you want to get an invoice. Click on "visualize" to have your order details displayed. You can then access to your invoice and print it if you so wish.

For an order including several items, it is possible that they get dispatched in several parcels. This can generate a gap in their order of arrival. If that's the case, please immediately send us an email at info@stars-music.fr mentioning your order number to ensure a good treatment of your request.

Please send an email to our customer services info@stars-music.fr mentioning your order number, the item ordered and the item received. Our customer services will make sure to quickly come up with a solution for you.

If your product does not work several days after delivery and usage, please contact our service department at sav@stars-music.fr mentioning your order number, the fault observed and the product serial number.

If you have received a faulty product, we invite you to contact our customer services to organize a return as part of your warranty

In compliance with our Terms and Conditions, all products can be subject to withdrawal right, by substitution or refund except for those otherwise mentioned, for example customized products by demand of the client or software, audio or video recording items when the protection blister is taken off, etc.

Starting on the date of delivery or collection of the parcel, you have 30 days to return the product.The client will bear the return costs.

To return products, please join the following return form in your parcel: Return Form

For a better treatment of your case, make sure to notify us by email at info@stars-music.fr .

Returns are to be addressed to Stars-Music.fr - 76, rue du Capitaine Guynemer - 92400 Courbevoie. The right to return the goods will only be accepted for complete products, in their original condition (packaging, accessories, manual) and a copy of the invoice. Returned goods that would be incomplete, worn down, damaged or dirty because of the Client will not be accepted Attention, cash on delivery returns will not be accepted whatever the reason may be.

You purchased a product on our website, you have received it but you don't like it? You can return it for a refund. Starting on the date of delivery or collection of the parcel, you have 30 days to return the product. The client will bear the return costs.

To return products, please join the following return form in your parcel: Print Return Form - For a better treatment of your case, make sure to notify us by email at info@stars-music.fr about any return procedure.

• REFUND FOR RETURNED GOODS

You purchased a product on our website, you have received it but you don't like it? You can return it for a refund. Starting on the date of delivery or collection of the parcel, you have 30 days to return the product. The client will bear the return costs.

To return products, please join the following return form in your parcel: Print Return Form - For a better treatment of your case, make sure to notify us by email at info@stars-music.fr about any return procedure.

Once the product is returned to us, we commit to refund you within 15 days after reception of the goods by our teams. The refund for outright payment will be executed by any payment method. In case of financed payment, the application of your withdrawal right will lead to voiding this finance plan. The finance service provider or Stars-Music.fr will be able to refund you. Still, we will also be able to offer a credit note to use for a future order.


• REFUND AFTER CANCELLATION REQUEST

You placed an order on our website but you have changed your mind? If your order has not been dispatched yet, you can still cancel your order and request a refund.

Once your emailed request processed, we commit to refund you within a maximum of 5 days. You will quickly notice it on your bank account or your PayPal account, depending on the payment method you had chosen. In case of financed payment, the application of your withdrawal right will lead to voiding this finance plan. The finance service provider or Stars-Music.fr will be able to refund you. Still, we will also be able to offer a credit note to use for a future order.

You own musical equipment listed on the Stars-Music.fr website and you want to share feedback with your fellow musicians?

Write your review and grade a product from your customer account . It's easy like A-B-C, just:
A. create an account or log in to your customer account
B. search for the product reference on the website
C. and click on "share review" to write your opinion of the concerned product.

No limits there, you can review as many products as you want! You just need to comply with the following rules:
- your review can only include legal elements (no crack or warez website, offers for hacked software or contents, etc.)
- your review must be relevant, raising real arguments, describe the use of the product in a readable and understandable form, so others can refer to your review if need be.
- Try avoiding spelling mistakes, text language and sentences in capitals. Take your time and make sure your message is clear.
- All reviews are subjected to moderation and any advertising content or adds to sell used products will be deleted.
- Finally, any defamatory comment will systematically deleted as we remain liable to all comments posted on website.

You can also share pictures of your Star's Music order from your Instagram account :

1. On your Instagram post, make sure to use the 3 hashtags indicated on the product product page #starsmusic #brand #productname
2. After approval by the moderation team, your picture will be published on the corresponding product page!

- All reviews are subjected to moderation and any advertising content or adds to sell used products will be deleted.
- Finally, any defamatory comment will systematically deleted as we remain liable to all comments posted on website.


I am not yet a client

Stay connected with every event happenind in of our stores Star's Music in Paris, Lille, Lyon, Toulouse, :
- Register in our mailing list (in French)
- follow us on facebook
- have a look on our special demo page

Star's Music supports talent! For any regional request, please contact directly the nearest store. The store manager will approach the headquarters of Star's Music if necessary.

For any other request, send your complete file to info@stars-music.fr

Note, however, that Star's Music remains a human-sized company, so we can not participate in a single form of financing for your projects.


You have not found the answer to your question, our customer service is here to help! We answer your questions by phone at 01 81 930 900.

Contact-us

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