FAQ

Patch Point FAQs

What's the deal with wood?

Each piece of wood used in our instruments is unique and handcrafted in our shops, that makes them all different and special. We only use local wood in a sustainable and eco-friendly process. You can't choose your unique wood piece though, so you will have to trust in us.  

Do I pay VAT?

VAT is only charged inside the EU. If you have a company in the EU, and eligible for VAT free sales, please send us an Email with your order, and company details for a VAT free invoice.

How much is shipping?

In most cases all you need to do is to add items to the cart, go to check out, enter your email address, choose the shipping country, and you will see the price of shipping. Sometimes the actual shipping costs are considerably higher. In those cases we will get in touch with you and charge you the difference.

General Lead Time?

The time between when you place an order and we ship it out to fluctuates from 1-2 weeks depending on how busy we are at a given time. We are a small team that prefers to take our time and do our best to make sure everything is done correctly and with great care.

Did you receive my order?

Yes! In almost all cases, we have received your order and are working on getting it to you. You should have received a confirmation email when you placed your order - please double check your spam folder if it is not in your inbox. In the rare event that there has been an error please write us to confirm.

When will my order be shipped?

You will receive a tracking order/number via email when your order has been shipped. The time between receiving your order and it being shipped out can vary anywhere between 1-2 weeks on average.

I placed an order because it said ‘in stock’ but I still haven’t received tracking info?

We are processing your order shipping, and we ship in the order received.

Can I pick up my order from the shop?

Of course, please get in touch first and make an appointment so we can have your order ready for you.

Can I have a special kind of wood?

Unfortunately, that is not a customizable detail we offer at this time. The wood selection is based on our regional selections at the time of each production cycle. We always ship out the instruments in order received.

My Ciat-Lonbarde instrument is only playing one channel - one panel. Is something wrong?

Please double check that you are using a stereo cable into a device that plays back a stereo signal ie, stereo monitors.

My instrument doesn’t work properly. Can you fix it?

After you have done your best to troubleshoot please get in touch with us and send a video that clearly shows the issue.

Can I cancel my oder?

Yes, you can. Please keep in mind that processing fees of 5 per cent will be charged in case of a credit card payment.

Can I return my order?

If you want to return your order, please get in touch with us. We will charge you for shipping in both directions.

Do I have to pay import taxes?

If you are living outside the EU please be aware that your government will charge you import taxes.