Dear Tolga,
I am very sorry to hear that you didn’t receive your parcel.
DHL suggested to start an investigation for you parcel.
We have a very high success rate of parcels being delivered, but unfortunately it can occasionally happen that a parcel is lost or delayed. In such cases we always start an investigation with the German post, on your behalf, to investigate the possible whereabouts of your parcel.
Please note your parcel could still arrive in the meantime. Non EU Parcels can occasionally take significantly longer (3-8 weeks) if a parcel is held or there is a current backlog at customs. If the parcel subsequently arrives, we would kindly ask you to contact us so that we could stop the on-going investigation.
If we cannot find the original parcel, as it has been confirmed as ‘lost in transit’, we will send you a replacement or refund your money - this will be decided between the customer and Musikhaus Thomann. Please note: we are required to wait a specific period of time before offering a refund or re-shipment, this allows for any substantially delayed parcels to be delivered.
Once again I apologise for any inconvenience caused by this delay.
Many thanks for your understanding and collaboration.
Kind Regards
Cristina Szlopp
bu şekilde cevap geldi.