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. Tracking number is provided once order is completed. All parcels could be tracked on 17track.net.

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.

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Due to covid-19 there might be delays with all above mentioned couriers during 2020.

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; USB cable – 1m; Power cable – 1.5m) could be returned back within 15 days of receipt for a full refund or exchange (shipping fees, burn in services and Paypal fees are not refundable). 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 and DIY plugs.
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 the 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 stop operating 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 deliberately bent 180 degrees back and fourth in one place multiple times). In case a particular cable is damaged or “improved” by a cat, for instance, small repair fee will apply.

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. We recommend at least 100h of burn in time before any critical listening sessions for all our silver cables. That is because once the cable has been made, it might sound a bit harsh or bright, with less details and depth to the soundstage depending on setup. With time the sound will become more relaxed and neutral, open and three dimensional.
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. 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.