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Customer Service

Viva La Musica Augustin  is committed to ensuring that each of our customers is satisfied.  If you have any questions regarding any of our products or want to enquire about an order that you have placed, we are more than happy to assist you at any time.  We will also be able to help you with the following issues:


1. If you are not happy with any purchase or any of our sales representatives, please contact us at support center to submit a help ticket. We will respond within 1 working day and provide you with detailed reply.

2. If you need to cancel an order or check on its status, or want to request a refund, please contact us directly: [email protected] directly. We will process your request immediately.

3. If you wish to return goods for exchange, refund or repair, please contact us directly: [email protected] directly. We will process your request immediately.

4. Report an unauthorized transaction, please contact us at support center , and we will contact you as soon as possible.

 

Shipping & Delivery

1. We ship all over the world. Just buy and enjoy our service, we ship it to your door.

2. Total Delivery Times is Processing Time + Shipping time, tracking number will be provided . Shipping fees depends on the weight of your items. We charge very low shipping fees for our customers to save your money.

3. We offer Shipping Insurance to protect your package against any lost or damaged shipments. Any missing issues reported, we will help to resolve your problems immediately.

4.For Flat Rate Shipping, we ship your package by post office which takes about 7 to 25 business days to most countries in the world.

(1). for USA, Canada, Australia customers, it takes about 7 to 14 business days.
(2). For United Kingdom, France, Germany, Italy, Spain, and most other Europe Countries, it may take 2 to 7 business days.
(3). For customers in South America, it may take 15 to 30 business days.
(4). For other countries, it may take 15 to 25 business days.

5. For Standard Rate Shipping, we ship your package by Express Mail Service ( EMS ), which takes 5-10 business days to almost any country in the world. You can track on http://www.ems.com.cn/english-main.jsp. For USA buyer, you can track on http://www.usps.com. Usually the tracking number will be trackable on these sites in 1 to 2 days after we ship the goods.

6. For Expedited Rate Shipping, we ship by DHL, UPS or other expedited shipping depending on your location.

7. We ship all of our goods from the factory directly


Important Notes

  •  Certain items are prohibited by some shipping carriers, e.g. batteries and e-liquids. If your order contains these items for the shipping carrier you selected, we will re-route your order via another carrier to ensure it arrives safely. This may require additional shipping time.
  •  All estimated/typical delivery time are derived from real world data collected from past orders. They are approximate times for reference only.
  • Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
  • It can take a few days following order shipment before the Tracking number becomes active on the courier's system. If the information has not appeared on the courier's website, please try again later.
  • Viva La Musica Augustin ships all packages from our warehouse and distribution center.

Privacy & Security

Vlm-augustin.com (hereinafter "Viva La Musica Augustin" or "we") values the privacy of our customers/visitors and takes every known precaution to safeguard the information we collect from unauthorized use.  The following is a detailed explanation of the privacy policy for Viva La Musica Augustin.

 

What information do we collect?
Viva La Musica Augustin believes that it is important for you to know what types of information we collect when you use our site.  We employ various methods for collecting information.  To begin with, we use "cookies" that are needed to compile and aggregate non-personally identifiable information about the visitors to our website.  Non-personally identifiable information most often consists of things such as your search preferences, the types of products you have bought, how many times you have visited a particular web site, etc.  This type of information is usually associated with a particular computer or IP address, but not with a particular person. "Cookies" are pieces of information generated by a Web server and stored in the user's computer, ready for future access.  Each time you access our web site our server finds the relevant cookie on your computer.  The information contained within that cookie is then used to customize your experience with our site.

Where relevant, we also collect personally identifiable information, which consists of information that is unique to you, such as credit card numbers, bank accounts, social security numbers, home address, email address and so on.  This is the type of information that most people consider private and deem the most important to protect from unauthorized access.

 

Why do we collect this information?
We use this information in order to serve the needs of our customers.  We need to know who you are in order to verify your credit card or other payment information you have sent us.  We collect several pieces of personal information from you in order to complete this verification process.  The non-personal information that we collect from you is used in order to offer you better service and to make your experience with our site more enjoyable.  Any information that we may inadvertently collect from you that does not serve one of these reasons stated above is immediately purged from our system.

 

How do we protect your information?
We use the latest in encryption technology, including 128-bit SSL encryption, to ensure that any sensitive information that you send to us via the Internet is protected from unauthorized interception.  We employ the latest in firewall protection to prevent unauthorized access into our information storage areas.  We maintain a rigorous hiring process to screen out potential employees with criminal backgrounds.  All employees that we do hire have to sign a confidentiality agreement that forbids them from disclosing any information to which the employee has access, to other individuals or entities.  We also have backup servers and power supplies to guard against power outages and other natural occurrences that could pose a threat to the integrity of your personal information. Passwords are required in order for you to gain access to your account. Once an account has been terminated, measures are taken to remove those users from the system who no longer need access to our system. When an employee is terminated or is no longer with the company, we change the access codes that the employee used to access any customer accounts. 

 

Who has access to my information?
Only those employees whom are responsible for handling your account have access to your information.  Additionally, employees in our technical department may have access to your information in order to conduct routine checks on the integrity of our system and in order to perform necessary maintenance work.  In order to process your credit card we have to consult with an outside credit card processing company.  These processing companies are regulated by the banking industry and must meet certain security requirements in order to be in business.  The processing companies will have access to your credit card information, billing address, name, and possibly your telephone number.  The processing company will communicate with the issuing bank of your credit card in order to get final approval to charge your credit card for the product or services we are providing for you.  Should you choose to receive additional information regarding one of our services or products, we may pass your email address to one of our partners who offers similar products or services that you might be interested in.  Additionally, judicial requests by a duly authorized court will require us to divulge certain information regarding your account should that situation arise. Finally, should our company ever be bought or sold, your account information would then become the property of the new owner/entity. 

 

Can I correct or remove information from your site?
You always have the option to view your account to make sure the information we have collected from you is correct.  You also have the option of removing any information from your account that you wish to keep private.  However, please be noted that removing certain information such as your email address, contact information, and the like may greatly hinder our ability to effectively provide the service or products you have requested.  We recommend that you contact us first to discuss which information you may remove without interrupting the quality of service we intend to offer you. 

 

Can I opt out of having certain information collected?
You have the option of disabling your computer's ability to accept or transmit cookies.  This will prevent us from gathering certain non-personally identifiable information from you.  You also have the option of removing yourself from any email distribution list that you may have signed up for. 

 

Notice of changes to this privacy policy
We reserve the right to change this privacy policy at any time.  However, if any changes do occur, we will publish the changes to our website and post a notice on the home page that a new privacy policy has been implemented.  We will also take reasonable steps to contact you personally to let you know of the new changes.  Should the company be bought or sold to someone else, we will take reasonable steps to notify you personally.  You will then be given the option to keep your account open or to terminate.

 

What kind of email are you sending to the customer
We send email content to our customers as follows:
Transaction emails, shipping notifications, weekly deals, and special promotions.


Note:

After registering, you will receive our newsletters with information about sales, coupons, and special promotions. You can unsubscribe by using the link from any email newsletter or your personal subscribe setting after logged in. 


How do I unsubscribe?
You can unsubscribe by using the link from any email newsletter or your personal subscribe setting after logged in

Returns & Replacements

Most items sold by Viva La Musica Augustin are covered by the following warranty:
1. If you are not satisfied with a product because it is faulty, you can send it back to us for a refund within a period of 30 days after you have received it. Please note that shipping fee is not refunded.
2. If the product works but you do not wish to retain it, you can also send it back within a 30 day period for a refund. In this case, we will charge a 15% restocking and handling fee. We also do not refund the shipping fee.
Notice: Refunds are only available within a period of 30 days after you receive the product.

 


If a product doesn't work, you can send it back to us for exchange provided it is within three months of the purchase date. As the buyer, you will pay the shipping fees for returning the original item back to us, and we will pay the shipping fees for resending the item to you.

 


Within a period of 3 months of the purchase date, buyers can send back items for free repairs. Buyers pay the shipping fees for sending the item back to us, while we pay the shipping fees for resending the item back to the buyer.
If the item is more than 3 months old, buyers can still send them back for repair. However, the buyer is responsible for paying all the shipping fees when the item is initially returned to us and when it is despatched to them. This means that the buyer must pay the shipping fee to us before the item is returned for repair.


Note: If the buyer has damaged the item(s) and some components need to be changed, we will charge for the original value of the components.

For custom made products

Custom made products may not be returned for a refund or exchange; unless received damaged, defective, or the wrong item(s).
If you keep returning back the item, we will charge you 50%restocking fee.

 

Most items covered by the Product Warranty can be returned for either a refund or for a replacement of the same item or another similar product as per our Return Policy. The RMA Process involves Three Easy Steps:

1. Obtain an RMA Number after you have submitted the RMA Application To do this, visit and complete the RMA Application in My Account. The RMA application should include the following information: Order No., choose the SKU of the product you want to return, the reason for sending back the item, any photo attachments, the replacement item, whether you want a refund or asking for other compensation.
2. If you are not satisfied with the compensation offered to you, please return the goods after you have obtained the RMA authorization. Please note that the returned item must include the original packing, accessories and shipping address from the Viva La Musica Augustin Customer Service Center together with RMA Number. Notes: you must provide a tracking number for your return shipment. Viva La Musica Augustin will not take any responsibility for missing shipments.
3. Obtain a replacement exchange or a refund. Within 1-3 business days of receiving your return package, Viva La Musica Augustin will arrange for either your refund or the despatch of your replacement item.

Ordering

 

1. Can I check, change or cancel my order and obtain a refund?

You can review your order list anytime under “My Account” after you sign into your Viva La Musica Augustin account.
Please check that whether you have paid for the order. If you haven’t paid for it yet, just delete the order from your account; alternatively, we will cancel any order that has been “waiting for payment” after 30 days. This is standard practice and convenient.
If the order status is “Paid”, then you can only cancel it before the order is processed, the time will be in 0-24 hours.
If the order payment status is “waiting for payment”, then you can delete it directly from your “My Account” page.
If the order has been paid and the shipment status is “processing”, you can contact us to manually cancel the order and get refund.
Please submit a support ticket if you wish to change the order or the shipping address before the order is still being processed. We would be happy to help you to resolve the issue.

If the order has been paid and the shipment status is “shipped out”, we regret to inform you that we are unable to cancel or modify the order any more.

2. When will I receive my order?

The delivery time will depend on the shipping method you choose as well as the current stock status.
For example: Total Delivery Time = Processing Time + Packaging Time + Shipping Time You can find more helpful information about our Shipping&Handling on the following webpage:  Shipping&Handling

3. What can I do if do not receive my item?

Most likely your package is delayed due to an unforeseen situation. Please wait one more week. If your package has a tracking number, please check your country’s postal service website for the latest information.

If the package still doesn’t arrive then please contact us here, please contact our Customer Service to help. You can open a ticket on Contrat page.  Please do not worry; if you do not receive your item in 45 days, and you have paid for insurance at the time of ordering, we can resend the item or provide a refund to you.

4. My tracking number is not working online, what should I do?

For EMS, it will take between 1-2 business days to process in the postal system. For registered parcels, it will take 1-3 business days to process in postal system. Please be patient and try the tracking number again later.

5. The tracking information from the tracking website shows that my order has been shipped to the wrong country, what should I do?

That would be a mistake made by Post staff during the package scanning stage. Any order shipped from Viva La Musica Augustin is posted with a clear, detailed label showing the destination address. Your order should not be shipped to the wrong destination. In this situation, we would advise waiting until the deadline and, if it has still not been received, please contact us our Customer Service Department for assistance.

6. Why I received my order in multiple packages when it all could all fit into one box?

Viva La Musica Augustin may decide to pack your items separately due to concerns relating to weight, size (or volume) or for product shortage reasons. You can check in your order list to see which parts have been sent separately. You can review the status of all orders list under “My Account”.

7. I have paid the express shipping fees, why has the order been shipped using normal airmail instead?

There are some reasons as to why this happened. These include limitations imposed by the destination country’s Custom policy, such that a package sent using express shipping will be charged with additional tax. Another reason is to expedite delivery, for example, to ship your order out in time, we will send the order using airmail to you. We hope you can understand and we apologize for any inconvenience caused.

8. Why do I need to pay for remote shipping fee since I had already paid for the total shipping fee for DHL shipping?

According to DHL, it is because your address belongs to a remote area which can be tracked by http://remoteareas.dhl.com/jsp/first.jsp. What you pay for is only the postage for DHL, but this does not include the remote shipping fee. For cases like these, you can choose EMS shipping instead and pay for the extra shipping fee.

9. Why was my order not shipped by DHL even though I choose Expedited Shipping?

Usually we ship the expedited shipping order by DHL, except in the following cases:
- Your order contains some items like an E-cigarette or batteries which cannot be shipped using DHL as they do not accept this product type.
- Your shipping address is a PO Box, which cannot be delivered to by DHL.
- Your local place is not covered by the DHL service.
- The volume of your package is very large and not very profitable to ship by DHL. We will contact you to confirm whether you want to pay to cover the additional shipping cost.
- Your country does not accept individual express shipments by DHL, such as Russia.
- The import tax is very high to ship by DHL.
- There is a high likelihood that the parcel will be detained by the Customs if it is sent using DHL, such as Portugal.

10. How can I receive the refund?

If the payment has been made via PayPal, then we can refund your payment to your PayPal account. It will be processed within 1-3 business days, following which you will receive a confirmation email from PayPal. If you paid by credit card, the bank will takes few days to process the refund to your credit card.

 

Payment, Pricing & Promotions

 

1.About payment

1.1. What payment methods are available?

Viva La Musica Augustin accepts payment via Credit Card, PayPal, Western Union, and Wired Transfer (T/T).
You can shop safely and securely with any of the following four convenient methods:

1. PayPal: this is the online payment method that most of our customers choose, you can use Visa, MasterCard, Discover, and American Express with PayPal.
2. Credit Card: Pay On-line by Credit Card, we accept Visa, MasterCard and more secure payments.
3. Wired Transfer: We accept secure bank transfer for very large orders (over $1,500).
4.Western Union: all of our customers can enjoy a 5% discount for using Western Union.
You may see more details in Payment Methods.

1.2. Why does the payment status report that is pending?

Payment made by an e-Check will take a few business days to clear when using PayPal. This is normal. The status will be pending and we will be happy to send your order once it has been cleared.

1.3. I had paid for the order, Why does the order status say that the order is still waiting for payment ?

The PayPal server can sometimes experience delays, please wait 2-4 hours and check again. If it is still unpaid, you can contact your local PayPal office or provide your transaction ID or order number to our Customer Service Department, and we will investigate and fix the problem on your behalf.

1.4 Why am I being asked to "Verify" my payment?

Because your order has been held for a standard anti-fraud check by Viva La Musica Augustin. We want to avoid fraudulent and unauthorized payment.

Viewing Orders

 

1. I forgot my password, I tried to reset it and it still doesn’t work.

Please click the “forget your password” option, and you will receive the new password by email; the password will go to the account that you registered with. Please also double check you spam folder in case the email is not in the inbox. If this still doesn’t work, you can contact our Customer Service staff and we will manually reset it for you. Thanks.

 

2. I cannot seem to login my account.

Please follow these steps:
Check your login details
Your login username is your email address that you used for registration. Ensure that cookies from Viva La Musica Augustin are accepted in your web browser (Internet Explorer, Firefox, Chrome or other) It might be a problem caused by Viva La Musica Augustin system maintenance, in which case please wait 30 minutes and try again.If nothing works, please open a support ticket.

3. Can I check, change or cancel my order and obtain a refund?

You can review your order list anytime under “My Account” after you sign into your Viva La Musica Augustin account.
Please check that whether you have paid for the order. If you haven’t paid for it yet, just delete the order from your account; alternatively, we will cancel any order that has been “waiting for payment” after 30 days. This is standard practice and convenient.
If the order status is “Paid”, then you can only cancel it before the order is processed, the time will be in 0-24 hours.
If the order payment status is “waiting for payment”, then you can delete it directly from your “My Account” page.
If the order has been paid and the shipment status is “processing”, you can contact us to manually cancel the order and get refund.
Please submit a support ticket if you wish to change the order or the shipping address before the order is still being processed. We would be happy to help you to resolve the issue.

If the order has been paid and the shipment status is “shipped out”, we regret to inform you that we are unable to cancel or modify the order any more.

Warranty and Return

Most items sold by Viva La Musica Augustin are covered by the following warranty:

 
1. If you are not satisfied with a product because it is faulty, you can send it back to us for a refund within a period of 30 days after you have received it. Please note that shipping fee is not refunded.
2. If the product works but you do not wish to retain it, you can also send it back within a 30 day period for a refund. In this case, we will charge a 15% restocking and handling fee. We also do not refund the shipping fee.
Notice: Refunds are only available within a period of 30 days after you receive the product.

 If a product doesn't work, you can send it back to us for exchange provided it is within three months of the purchase date. As the buyer, you will pay the shipping fees for returning the original item back to us, and we will pay the shipping fees for resending the item to you.

 Within a period of 3 months of the purchase date, buyers can send back items for free repairs. Buyers pay the shipping fees for sending the item back to us, while we pay the shipping fees for resending the item back to the buyer.
If the item is more than 3 months old, buyers can still send them back for repair. However, the buyer is responsible for paying all the shipping fees when the item is initially returned to us and when it is despatched to them. This means that the buyer must pay the shipping fee to us before the item is returned for repair.


Note: If the buyer has damaged the item(s) and some components need to be changed, we will charge for the original value of the components.

 

Other special product warranty :

For women’s clothing bags, shoes, toys, cosplay costumes, watches, flashlights, phone and ipad accessories

Returns are accepted within 7 days from the date you received for an exchange or store credit only if received damaged, defective, or the wrong item(s).
The merchandise must be returned unworn with tags and sanitary liner (for swimwear) intact and must be accompanied by the RMA form.

 

For custom made products

Custom made products may not be returned for a refund or exchange; unless received damaged, defective, or the wrong item(s).
If you keep returning back the item, we will charge you 50%restocking fee.

 

Most items covered by the Product Warranty can be returned for either a refund or for a replacement of the same item or another similar product as per our Return Policy. The RMA Process involves Three Easy Steps:

1. Obtain an RMA Number after you have submitted the RMA Application To do this, visit and complete the RMA Application in My Account. The RMA application should include the following information: Order No., choose the SKU of the product you want to return, the reason for sending back the item, any photo attachments, the replacement item, whether you want a refund or asking for other compensation.
2. If you are not satisfied with the compensation offered to you, please return the goods after you have obtained the RMA authorization. Please note that the returned item must include the original packing, accessories and shipping address from the Viva La Musica Augustin Customer Service Center together with RMA Number. Notes: you must provide a tracking number for your return shipment. Viva La Musica Augustin will not take any responsibility for missing shipments.
3. Obtain a replacement exchange or a refund. Within 1-3 business days of receiving your return package, Viva La Musica Augustin will arrange for either your refund or the despatch of your replacement item.

 

Viva La Musica Augustin

DIAMOND

The World’s best adjustable Shoulder Rest!
Beautiful Flamed Selected Maple with complementary Gold fittings.
Patented in EU & USA no.: US 7,888,569.

Store Location

Feel free to contact us:

  • Address : Gosposka ulica 2, 3000 Celje, Slovenia - EU
  • Email : [email protected]
  • Phone :  +386-3-490-0500
  • Phone :  +386-41-616-905
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