Frequently asked questions
Does LuxusSound also have a physical store?
Klang & Design GmbH & Co. KG is one of the leading Bang & Olufsen dealers in Germany. As part of strategic realignments, we have separated from a group of companies to which we belonged in the meantime and focus 110% on Berlin and Brandenburg. After months of renovation, our Bang & Olufsen store in living Berlin is one of the most modern B&O stores in the world. We are particularly proud to be able to present the complete Bang & Olufsen product range in all available colors, ready for demonstration. And as one of just five dealers worldwide, we are the exclusive partner of the Bang & Olufsen Bespoke program. Let your color and material wishes run free - B&O Bespoke manufactures your sound furniture individually according to your ideas.
In our store we are open Monday to Saturday from 10 am to 7 pm. Come and visit us or make an appointment outside our regular opening hours.
Bang & Olufsen im Living Berlin
Klang & Design GmbH & Co. KG
Tel: +49 (0) 30 - 31 51 51 31
How and when do I reach LuxusSound?
Before and after the purchase we are at your side! You can reach us by phone Monday to Friday from 8:00 a.m to 3:00 p.m on the service hotline+49(0)3375 5665 44.
We receive e-mails 24 hours a day/ 7 days a week atinfo@LuxusSound.com
Will I receive advertising calls in the future?
No, LuxusSound will not actively contact you for promotional purposes and surveys. Please note that we will actively return calls to the service number that have not been answered directly in exceptional cases.
I want to know more about product - What to do?
Our product descriptions are comparatively detailed. If available, we also link data sheets to the respective products.
Of course, Bang & Olufsen products are very individual and you as a customer also have individual requirements and circumstances. Benefit from our team's more than 25 years of experience - we will be happy to advise you and answer any questions you may have about our products. You can always send us an e-mail with your questions to info@LuxusSound.com, or you can use our free callback service
I would like to order as a business customer within the EU - is VAT-free delivery possible?
Yes, this is possible! To protect ourselves from fraud and abuse we have deactivated the systemic possibility to do so. An intra-community delivery to you as a business customer must therefore be "checked by hand". Please send us an email to info@LuxusSound.com and tell us the products you want to buy and your complete company data including VAT-ID. After checking your details, we will be happy to provide you with a VAT-free quote and clarify the details of processing with you.
Can I reserve a product by adding it to the shopping cart?
To reserve a product, you must complete the checkout process. Adding items to the cart without completing the checkout process does not constitute a reservation.
Can I still change my shipping address after placing the order?
After successfully transmitted order, the change of the shipping address is unfortunately no longer possible. To prevent misuse, this function need to be disabled in the customer account. If your customer data becomes known to a third party, he could, for example, redirect an already paid order. Therefore, a change of address after ordering is not possible. In such cases, please contact us at info@LuxusSound.com or simply reply to the order confirmation email you have received.
Will my order be shipped today?
As a rule, we hand over orders for goods that are in stock and are received/paid by 14:00 on working days to our logistics partner on the same day. If the item is not in stock or has to be brought from an outer warehouse to the shipping department, the shipment will be commissioned on the following day of receipt of payment.
Exceptions to this rule are large devices such as our TV sets or large loudspeakers such as BeoLab 50 or BeoLab 90 which have to be transported on pallets and handed over to a forwarding agency. Such a transport needs to be well planned and requires a longer processing and delivery time.
Where can I find the invoice for my order?
An invoice is enclosed with the goods in paper form. For smaller shipments, this is included in the package. For large shipments, it is usually attached to the outside of the package in a delivery note bag.
Where can I find my parcel number for tracking?
Once a package has been prepared for shipment to you and a parcel label has been created, you will receive a shipment confirmation by email. This contains a detailed list of what is in the package and also the associated tracking number. If you have created a customer account with us, you can also track your orders there.
Why is the tracking not working?
In the case of larger packages, we use different departments of a logistics network. For example, we use a separate section of the DHL logistics chain to ship palletized goods. The shipment numbers are also transmitted to you as DHL shipment numbers, but cannot be traced in the DHL tracking portal. In such cases, please contact us at info@LuxusSound.com
With which logistics company does LuxusSound ship?
We cooperate with leading parcel service providers and send parcels exclusively via DHL. We put great emphasis on fast delivery times and delivery quality, as well as the possibility to receive deliveries via parcel stations.
How long does the shipping take?
DHL delivers Monday to Friday within normal business hours between 7 a.m. and 6 p.m.. The delivery of a shipment within Germany is 95% within 1-2 business days. For bulky goods, DHL processes them manually - this regularly results in longer parcel delivery times of 3 working days up to a week. Large parcel volumes on public holidays and peak times such as Black Friday can additionally delay the delivery.
Large devices that we ship on pallets have individual delivery times depending on the region. It can take up to a week for such shipments to arrive.
Where can I find status information about my order?
You can login with your customer data and view the processing status of the respective order. You will also be actively informed by e-mail about the important changes such as order confirmation and shipment.
I would like to place another order - Can it be shipped with my first order?
In case you have already placed an order and still want to order one or more items from LuxusSound, calling the hotline is the most sensible way to initiate joint shipping. Please note that our system and logistics do not automatically respond to this, as different items can also be shipped from different warehouse locations.
I have change requests or would like to order something else - What to do?
In this case, the use of the service hotline +49 (0) 3375 5665 44 is the fastest solution. For orders that have already been paid for, this allows us to respond as quickly as possible.
Is shipping to Switzerland possible?
Yes, delivery to Switzerland is also possible in principle. Depending on the value of goods, there are different ways to do this cost-effectively and quickly. Swiss customers can currently not register directly in our store or place orders with delivery to Switzerland. We therefore ask you to contact us at: info@LuxusSound.com
Is my order insured sufficiently?
The shipping risk is always borne by the sender - i.e. by us. For high-priced package contents, our Allianz protection policy also applies. Please note that in the case of a storage contract / or an existing storage permit, the transfer of risk takes place from delivery / storage.
What happens in the event of shipment loss?
Not every delay in delivery is the same as a loss of a shipment. If there is a sporadic delay in delivery due to force majeure (severe storms, icy roads or blocked traffic routes), your ordered goods are not necessarily lost. In this case we ask for patience. If after 7 working days (this is the time DHL allows itself as a response time) no new delivery date has been communicated, please contact us.
I have a defective product - What do I do?
Please use our service pageand provide us with your data, as well as the error or a description of the problem. After checking, you will receive a return label by email for free return shipping to us. After we receive the shipment, we will inspect the goods based on the error description provided. Then we will inform you about the status of the item.
How long will it take to ship back in case of repair?
If a warranty claim is made under the manufacturer's warranty, the device in question is usually repaired or replaced centrally by the manufacturer. Depending on the product type, the device in question will either be repaired at your home or it will have to be sent to the manufacturer. Depending on the availability of spare parts, processing times can range from a few days to several weeks. In this respect, we refer to the warranty conditions of Bang & Olufsen and LG.
How can I return an item?
You can find information on the subject of returns and withdrawahere.
I have sent my item back - What happens now?
After receiving the goods and checking the item condition / completeness, we will issue a credit note and refund the purchase price within a few days. Please note that the refund of the purchase price will be made in the same way as the original payment was made. A change of the payment method is only possible in exceptional cases.
How long does the refund take?
This depends on the previously selected payment provider. Please note that the provider PayPal may take up to eight days for the refund within their payment processing. We have no influence on this and ask for your understanding.