CUSTOMER SERVICE CENTRE

• Contact and opening hours
• Methods of payment
• Shipments and deliveries
• Warranty and returns
• Range and stock
• Security and privacy
• Suggestions and complaints
• Terms and conditions
• History

 

Rock Palace bv
Torenstraat 132a
NL-2513BW The Hague
The Netherlands

helpdesk@rockpalace.com
Tel. +31 (0)70-3609509

Opening hours

Tuesday to Friday:	10am – 6pm
Thursday evening:	7pm – 9pm
Saturday:	10am – 5pm

VAT number:	NL8095.99.119.B.04
Dutch chamber of commerce number:	27066551
Bank account:	ING 66.76.64.963
IBAN:	NL93 INGB 0667664963
BIC:	INGBNL2A

 

Rock Palace offers as many as eight different methods of payment online: iDEAL, Visa, MasterCard, American Express, PayPal, Maestro, Bancontact/Mister Cash and bank transfer. Our online checkout is rendered secure by the reputable firm Ogone Payment Services. Ogone ensures that your financial details are processed in accordance with the strictest security standards.

iDEAL (Netherlands only)

iDEAL allows you to pay for your online purchases reliably, securely and easily. You make the payment within your trusted payment environment, based on your own bank’s specific security methods. If you already have internet banking you can use iDEAL immediately, without having to register for it.

iDEAL offers you a number of benefits in relation to other methods of payment:

• iDEAL is just as reliable, secure and easy as internet banking;
• iDEAL is supported by the major Dutch banks;
• You retain control and an overview of the payment.

All internet banking users from ABN AMRO, Fortis, Friesland Bank, ING, Rabobank, ASN Bank and SNS Bank can pay using iDEAL.

How does iDEAL work?

You place an order and when you pay for it you will be able to indicate that you would like to pay using iDEAL. Then click on the iDEAL payment button and select your bank. After this you will be guided through to your own bank where the payment instruction will be ready for you. Your bank will ask you to fill in a number of details and you authorize the payment. The amount is deducted from your current account straight away.

Credit card (MasterCard, Visa, American Express or Maestro)

At Rock Palace you can pay securely using MasterCard, Visa, American Express or Maestro. This is done over an SSL-secured server from Ogone Payment Services, who send credit card details encrypted. Once verified your order will be processed immediately. Sending the details to your credit card company, authorization and reporting that payment has been authorized usually happen within 15 seconds. Your credit card details are sent secured and are not stored by us.

PayPal

With PayPal, companies and consumers can send and receive payments online using an e-mail address in a secure, easy and inexpensive way. PayPal’s network has been based on the current financial infrastructure of bank accounts and credit cards so as to create a worldwide, real-time payment system. PayPal’s service, which allows users to send payments for free, can be used from PCs and mobile telephones.

N.B. If you will be paying using MasterCard, Visa, American Express or PayPal, then a payment administration fee equal to 2% of the total value of your order will be applied. Thus a proportion of the payment and administration costs are passed on.

Bancontact/Mister Cash (Belgium only)

For our Belgian customers we offer the secure Bancontact/Mister Cash method of payment. Payments on the internet using Bancontact/Mister Cash are fully secured, usually by means of a digital pass or card reader. This is a security module that your bank will have given you if you are using internet banking. If you would not like to use internet banking and still be able to pay securely on the internet, then your branch can provide you with a digital pass or card reader.

When making the payment you will have to enter the card number and expiry date of your bank card. This information is provided on all new bank cards as standard. For older cards you can request the details online through your bank’s website.

Bank transfer

You can also elect to transfer the full amount to Rock Palace bv through a manual transfer. In that case you will have to make the payment independently by means of internet banking or a transfer in writing. If you choose to use this method of payment, then all payment details will be supplied to you by e-mail.

Prepayment is a secure way to pay that does not entail any additional costs. However, the amount will take one or more days before it is credited to Rock Palace. This can result in a delay to your order’s delivery time. As soon as the payment has cleared you will be sent a confirmation and your order will be shipped the same day (subject to availability).

 

Shipping

Rock Palace bv works with the reputable firm PostNL Parcel Service for the shipment of orders. PostNL is market leader in parcel distribution within the Benelux region.

Rock Palace ships to the following countries:

Country	Shipping costs	Free delivery	Delivery time (indication no. working days)
The Netherlands	€ 5	> € 50	See product
Belgium	€ 10	> € 250	1-2 extra working days
Luxembourg	€ 10	> € 250	1-2 extra working days
Germany	€ 10	> € 250	2-3 extra working days
France	€ 20	> € 500	2-3 extra working days
Austria	€ 20	> € 500	3-5 extra working days
Switzerland	€ 25	> € 500	4-6 extra working days
Liechtenstein	€ 25	> € 500	3-5 extra working days
Denmark	€ 20	> € 500	3-5 extra working days
Sweden	€ 20	> € 500	3-5 extra working days
Norway	€ 20	> € 500	3-5 extra working days
Finland	€ 20	> € 500	3-5 extra working days
Italy	€ 25	> € 500	4-6 extra working days
Spain	€ 25	> € 500	4-6 extra working days
Portugal	€ 20	> € 500	4-6 extra working days
Greece	€ 25	> € 500	6-8 extra working days
Ireland	€ 25	> € 500	4-6 extra working days
United Kingdom	€ 25	> € 500	4-6 extra working days
Czech Republic	€ 20	> € 500	4-6 extra working days
Slovakia	€ 20	> € 500	4-6 extra working days
Poland	€ 20	> € 500	4-6 extra working days

Delivery times

If we have a product in stock in our shop, you will (in the majority of cases) receive your order as early as the next working day. If we have a product in stock in our central European warehouse, then delivery time will be a few working days.

As soon we have dispatched your order we will send you an e-mail containing a Track & Trace number. Within 24 hours you will be able to track the status of your shipment through the PostNL website. The delivery times shown on our website are average delivery times (in working days). Actual delivery times may vary. In the majority of cases we will ship the order within the delivery time indicated. In a few cases, delivery may be subject to delay.

We do our utmost to ship your order as swiftly as possible. We would like to ask you respectfully not to call or e-mail straight after you have placed your order asking about the delivery time. Thanking you for your understanding.

 

Delivery

The carriers have their own schedule for delivery. You should note that you will need to be present at the delivery address between 09.00 and 17.00 on working days in order to take delivery of the order. You are responsible at all times for ensuring its safe receipt at the delivery address stated. If no one is there to receive the parcel(s)at the time of its/their delivery, a card will be left in your letterbox with particulars of the person to contact regarding a new delivery date. In the absence of information from you to the contrary, the parcel(s) will be delivered again on the first working day thereafter. If no one is there a second time to take delivery, the parcel(s) will be held for a week at the depot, after which period it/they will be returned to our warehouse.

note: for your own protection, we expect you to sign personally for the parcel(s), whether at your business or your private address. If you are unable to sign personally for the receipt of your order we cannot guarantee delivery. You are yourself liable for any third parties signing for delivery at the delivery address indicated by you. If the packaging shows any sign of damage on delivery, you can report the fact at the time of signing before actually taking delivery. Should you fail to do this, we shall no longer be able to take back the goods if any damage to the goods is noted after delivery.

 

Warranty period

Rock Palace is an official outlet for virtually all well-established brands. Despite the high quality of the products we have in our range, it is possible that you may receive a product that is not perfect. If this is the case, we will be happy to provide you with a suitable solution as swiftly as possible.

The supplier’s warranty period applies to all products we offer. This means that all products come with a warranty period of at least 1 year. In some cases you will even be entitled to 2 or 3 years warranty.

For consumer goods, no warranty claim can be made where the defect has arisen through frequent use. Manufacturing faults do come under warranty.

The following instances of damage are not covered by warranty:

• damage arising from improper use.
• water or moisture damage.
• broken displays and screens
• damage to consumer items such as lights, (custom-made) flight cases, software, DVDs, CDs, software packages and cables (unless due to manufacturing fault)

The following products cannot be returned:

• products created by Rock Palace bv in accordance with specific specifications that you as customer may have.
• software where the seal has been broken.
• consumer items such as lights, cables, liquids and flight cases.
• products that cannot be exchanged for reasons of hygiene such as earplugs, headsets and headphones.
• products that have been used, damaged or are incomplete.

In addition to the supplier’s warranty period, Rock Palace also has its own repairs department for minor defects and products that are out of warranty.

Rock Palace returns policy

For various reasons, you may decide to return your order or part thereof. Each reason has its own procedure for returns. Please read through this page carefully so as to prevent misunderstandings and delays.

N.B.In all cases you are required to send us your return shipment with sufficient postage paid. We will not accept packages sent without postage paid or as cash on delivery. In some cases Rock Palace will reimburse shipping costs. There are maximum rates for this.

The Netherlands	€ 6,75
Belgium	€ 12,50
Other countries	€ 15,-

N.B We regret that we cannot deal with return shipments that are not accompanied by a returns form. Therefore in all cases please download and print off our returns form. You need to fill in the returns form legibly and in full. The product should be sent with full postage paid to:

Rock Palace bv
Department of Warranty & Returns
Rhone 40
NL-2491AP THE HAGUE
The Netherlands

DOWNLOAD THE RETURNS FORM HERE

1) Order arrives damaged

If you receive a delivery that has significant damage and you can see that one or more products are defective, then you should reject the order on the spot. If you do accept the package then you will have to obtain an official written statement at your local post office within 24 hours. Once you are in possession of the statement, then you should send this to Rock Palace with the order.

• Download and print the returns form. Fill in the form carefully and enclose this with the return shipment.
• Shipping costs will be credited to you. You also have the option of returning the product or order to us in person.
• Ensure the product is returned in its original packaging with adequate additional packaging around this. Please do not attach any stickers or other labels to the original packaging. If you do so then products may not be accepted for exchange in connection with the fact that we will not be able to resell them.
• You should enclose the invoice or a copy thereof with the shipment.

2) Defective product within warranty period (no consumer items)

MIf your product becomes defective within the warranty period, then you should do the following:

• Download and print the returns form. Fill in the form carefully and enclose this with the return shipment.
• Shipping costs will be credited to you if the product is received back within three months of Rock Palace sending it. You also have the option of returning the product to us in person.
• Ensure the product is returned in its original packaging with adequate additional packaging around this. Please do not attach any stickers or other labels to the original packaging. If you do so then products may not be accepted for exchange in connection with the fact that we will not be able to resell them.

3) Defective product outside of warranty period (no consumer items)

If your product becomes defective within the warranty period, then you should do the following:

• Download and print the returns form. Fill in the form carefully and enclose this with the return shipment.
• You will have to cover the cost of shipping. You also have the option of returning the product to us in person.
• Ensure the product is returned in its original packaging with adequate additional packaging around this.
• All repair work will incur an investigation fee of € 35 inc. VAT. This investigation fee will be waived as soon as you instruct us to repair the product at the rate specified in the quotation for repair.

4) Contents of delivery do not match what was ordered

If the contents of the delivery do not match what was ordered, then naturally you can return these products. Please do get in touch with our sales department first on +31 (0)70-3609509 or e-mail them at helpdesk@rockpalace.com. We will then send the correct product to you as soon as possible. The incorrectly delivered product should be returned within fourteen days of the date of sending.

• Download and print the returns form. Fill in the form carefully and enclose this with the return shipment.
• Shipping costs will be credited to you. You also have the option of returning the product or order to us in person.
• The order is to be returned in its original packaging. If you do not send the order in its original packaging, then it may be that the full replacement value is not credited to you.
• Ensure the product is returned in its original packaging with adequate additional packaging around this. Please do not attach any stickers or other labels to the original packaging. If you do so then products may not be accepted for exchange in connection with the fact that we will not be able to resell them.

5) Returning an order within fourteen days (‘cooling off period’)

If you are not fully satisfied with your purchase, then naturally you can exchange or return it. It is important that the product is complete and undamaged and is in the original, undamaged packaging. Products that are damaged or used will not be considered for exchange or a refund.

The order should be returned in its original packaging within the cooling off period of fourteen days. You will have to cover the cost of shipping an item.

The following products cannot be returned:

• Products created by Rock Palace bv in accordance with specific specifications that you as customer may have.
• Software where the seal has been broken.
• Consumer items such as lights, cables, liquids and flight cases.
• Products that cannot be exchanged for reasons of hygiene such as earplugs, headsets and headphones.
• Products that have been used, damaged or are incomplete.

How much will be credited?

100% - Product is complete, unopened and unused - CAN be returned in original packaging.
80% - Product is complete, unopened and unused - CANNOT be returned in original packaging.
60% - Product is complete, used and can be returned in original packaging.
50% - Product is complete, used and cannot be returned in original packaging.

• Download and print the returns form. Fill in the form carefully and enclose this with the return shipment.
• You will have to cover the cost of shipping.
• Ensure the product is returned in its original packaging with adequate additional packaging around this. Please do not attach any stickers or other labels to the original packaging. If you do so then products may not be accepted for exchange in connection with the fact that we will not be able to resell them.

 

Range

Rock Palace ensures a current range comprising the latest products and the most popular brands. Rock Palace is an official outlet for all well-known brands. Even minor and exclusive brands are well represented at Rock Palace. For the most part, our range is available online and can be ordered straight away with stock levels always being up-to-date.

Owing to the website’s clear layout and its exceptionally clever search engine, online shoppers will be able to find the right product quickly and easily. If the product you are looking for is not there, please get in touch with us for our best price and delivery timeframe. There is a significant chance that we will have the product in stock nonetheless, or that we will be able to deliver it very soon.

Current stock levels

Rock Palace works with current stock levels displayed on our website. In this way, you are always kept informed as to whether the product is in stock at Rock Palace, either in the shop or in our central European warehouse.

Rock Palace offers an exceptionally swift delivery for online orders. A stock level with two or three green blocks signifies that Rock Palace has these products in stock in the shop. This order status therefore also means that you can pick up the product straight away. If you order products that are in stock in the shop on a working day before 4pm and are paying using iDEAL, credit card or PayPal, then you can expect to have the order delivered to your home on the next working day. For international shipments, the delivery time may be extended by an average of one to three working days.

A stock level with one green block signifies that the product in question is in stock in Rock Palace’s central European warehouse. If this is the case, then the product will first have to be sent to the shop. Once the product has arrived at the shop, it will be processed the same day and shipped to the customer.

If items which are ordered before 6pm are not in stock, Rock Palace endeavours to order such items from the supplier on the same working day. On average, our suppliers require two to five working days to deliver products to Rock Palace. As soon as the products have arrived at our shop, your order will be shipped the same day so that you will be able to receive these the next working day.

 

Security

Buying products from Rock Palace online is always secure and reliable. We have implemented appropriate technical and organizational measures to protect your personal details from getting lost or from any form of unlawful processing. In addition to this, our online checkout is rendered secure by the reputable firm Ogone Payment Services. Ogone ensures that your financial details are processed in accordance with the strictest security standards.

Your details are sent using the SSL (Secure Socket Layer) protocol. For the sending of credit card details, the protocol uses a secure connection between the browser and a secure internet server. Furthermore, the message is encrypted, as a result of which the data is not visible to third parties. The use of the SSL protocol considerably reduces the risk of data being intercepted when being sent over the internet.

Privacy

Rock Palace bv processes your personal details for acceptance of your order, executing agreements with you, relationship management and development of products and services, as well as for establishing (general) strategy.

Personal details may also be used for detecting unlawful and/or punishable conduct (or attempts thereto) directed towards Rock Palace bv, its customers and employees, as well as for participation in warning systems used to prevent fraud and exceeding overdraft facilities.

In addition to this, your personal details could be used to inform you about interesting offers and other products or services from Rock Palace bv, on the basis of prior selection or otherwise. You can also receive information by e-mail or text message if you have given your consent.

If you do not or no longer wish to receive commercial information, or you do not want your details being used for direct marketing purposes, you can inform us of this by e-mail. Rock Palace bv will not sell or pass on your personal details to third parties.

Change of address

Customers are obliged to keep Rock Palace informed of any change of address. Until Rock Palace has been informed of a change of address, you will be deemed to be residing at the most recent address Rock Palace holds for you and you will be liable for any product(s) you order that are delivered to the old address.

Disclaimer

All content protected by copyright © 1999 - 2011 Rock Palace bv. Rock Palace ® is a registered trademark of Rock Palace bv. All rights reserved. The publisher accepts no responsibility for incorrect spelling, printing errors (including prices), incorrect product specifications and changes, or grammatical inaccuracies relating to a product in the Rock Palace catalogue or on the Rock Palace website. Product images are not binding. Prices are subject to change without notice.

This website is a service from Rock Palace bv. The information on this website is intended for personal, non-commercial use. Any form of re-publication of the content of Rock Palace’s website (or part thereof) is expressly forbidden. Rock Palace and its partners endeavour to provide information that is as complete and accurate as possible on this website. However, Rock Palace does not guarantee this.

Rock Palace accepts no responsibility whatsoever for damage that has been caused by use (deficient or otherwise) of information presented on its website. The user details collected by Rock Palace will be handled in accordance with the privacy statement, as published on this website.

All prices are given in EUR (€) and include turnover tax and any statutory contributions, e.g. a waste disposal levy. Special offers are only valid for a limited time. All prices given on this website are conditional and will be valid subject to availability.

 

Suggestions

If you have suggestions as to how we could improve our service, please let us know, preferably by e-mail. Rock Palace is continuously improving its service and for that reason we highly appreciate your comments.

Complaints

We do our utmost to provide you with swift and high-quality service. If you do have a complaint, then you should notify us of this as soon as possible. You can send an e-mail to feedback@rockpalace.com. Please describe the complaint accurately and state the invoice number, the Order ID and the date of purchase. You will receive a response to your complaint within 7 working days in which we will explain how your complaint is to be handled.

 

Here you can download the terms and conditions of Rock Palace bv, with its registered place of business at Torenstraat 132a, The Hague, The Netherlands. Terms & conditions.
Terms and conditions (English version, PDF).

 

Rock Palace is a shop specializing in musical instruments in the centre of The Hague. Rock Palace was opened by drummer Cesar Zuiderwijk and bass player Rinus Gerritsen (of well-known local band Golden Earring) in 1985. In supporting the new shop they intended to create a meeting place for musicians.

Over the years the shop has expanded to become a cultural music centre. Many musicians famous in the Netherlands and throughout the world cross the threshold here. Bløf, Krezip, Edwin Evers, De Dijk, Najib Amhali, Candy Dulfer, Jon Bon Jovi and others have played here. In turn, these big names attract young local talent. This results in a melting pot of young and older musicians, beginners and professionals. You can almost always hear live music in the shop. Musicians discuss, play together, confer and learn from one another. Many musical partnerships, new bands and musical projects are formed in the shop.

The careers of Anouk and bands like Kane and Di-rect started out at Rock Palace. Di-rect was even co-founded by a Rock Palace employee, Dennis van Hoorn. Singer and guitarist Tim Akkerman was working in the guitar department at that time and the other three band members were also regular visitors to Rock Palace. The guys started to play together and a band was the ‘di-rect’ result. This is how the band got its name.