Information
EUR, € USD, $

Customer Service

Payment

We accept PayPal as it’s one of the most secure payment methods nowadays. As such, we do not collect nor store any of customers’ financial information. You can pay directly with your Credit Card via Paypal and never store your card information on our site.

We do accept bank transfers in eur currency (IBAN) as well.

Delivery

All orders by default are shipped via registered mail from EU. Tracking number will be sent afterwards. All parcels could be tracked via this web.

We offer combined shipping. Delivery fees do differ as some cables are considerably heavier and bulkier than others.

All orders are normally shipped within a week time from the date of purchase. If more time is needed, we always notify our customers in advance.

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Shipping time may vary. For registered mail and EU destinations it’s usually 1-2 weeks, for USA and Asia it takes approximately 2-3 weeks, for Australia and Mexico might take around 4 weeks. In case you need faster delivery, please choose EMS. We also offer UPS express service (1-3 days worldwide). Our shopping cart allows you to see the rates and chose shipping service level you would like to use.
We cannot be responsible neither for delivery time & delays as it’s beyond our control, nor for lost packages. We encourage to choose express delivery options as they are more secure and fast.

Should you have any questions regarding taxes for international orders outside EU, do not hesitate to contact us.

Returns

Any cable in default length & configuration, the one that is displayed once product is opened (for example, Reference iem cable – 1.2m, 3.5mm carbon plug & no sleeving; Ultimate/ Master/ Grand headphone cable – 2m and 6.3mm viablue plug; xlr or rca interconnects – 1m, no sleeving) could be returned back within 15 days of receipt for a full refund or exchange (shipping fees are not refundable. Same applies to Burn in services and Paypal fees). The cable must be in the same state as was sent to the customer including all packaging. Customized cable versions (eg.: Master Focal Utopia in 1.2m and NC4MXXB termination) are not subject of any returns. Same applies to DIY braided cables.
If you have ordered a cable and by some chance changed your mind/ sold your headphones/ made another upgrade to your setup/ etc and won’t need the cable any more, please note that we cannot accept it back. That is because every cable is unique and built according to customer’s requirements.

Warranty

All cables offered in the shop are hand made products. Every single cable is double checked before sending to a customer.

Since the cables are not bullet proof and not made of solid steel, they could fail if not treated carefully. There is no warranty on the cables as such, nevertheless if a particular cable will fail within a year time, it will be fixed and shipped back asap for free in case it was not misused (ex.: cut/ torn or chewed by a dog or bent 180 degrees back and fourth in one place multiple times). In case of cable damage or dog’s “improvement”, small repair fee should be covered by the buyer.

Customizations

We are happy to make any customizations. Basically almost any cable could be made upon your requirements. This includes different types of plugs as well. If by some chance we don’t have exact connector, feel free to send it to us or we could also obtain it for you.
Please note that we do not accept back cables made according to buyers’ specifications if by some chance you’d change your mind and won’t need the cable any more.

Cable burn in

We do offer burn in services for most of the cables. You may choose 100h or 150h option. We perform cable burn in with music, no special frequencies, white noise or mystical waves are used here. We always choose good music and thus cables will sound marvelous straight out of the box. 🙂
Please note that if you select 100h burn option, it will take roughly 4 days to perform this and keep in mind that dispatch date will be put off correspondingly.
If cable is returned back to us for a refund, fees for burn in services are not subject of refund, same as with postage costs.