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FAQ

Dear customers, here are the most frequently asked questions - FAQ. Choose directly a topic, that interests you.

LIST OF TOPICS

FAQ: Obecné dotazy General questions FAQ: Zboží Goods
FAQ: Objednávky Orders FAQ: Doprava Shipment
FAQ: Platby Payments FAQ: Záruka Warranty
FAQ: Manuály a software Manuals & softwares FAQ: Technická podpora Technical support
FAQ: Zákaznická karta Customer Card PFA FAQ: Reklamace Complaint
FAQ: Servis Service & repair FAQ: Ceny Prices

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ORDERS

How can I order Vestax products?

  • You can buy the Japanese Vestax products, accessories and spare parts directly at our megastore; we guarantee you the best prices directly from the manufacturer. How to buy (in language English, Deutsch, Français, Español, Italiano, Português, Pусский, Česky) can be found in this section Shopping Guide.

Do you send shipments to another countries outside the Europe?

  • Of course yes. We also ship goods to countries outside the Europe. When ordering, you specify your destination. Transport costs are different by country of destination. The goods we send by valuable insured shipment.

Why processing some orders take a long time?

  • Selected products are delivered directly from Japan and therefore their delivery times longer than usual. Please be patient. For someone Vestax spare parts, against it delivery times may be shorter, because they can be sent quickly as a standard shipment (due to small dimensions and low weight).

How do I know about my order status?

  • If an order is successfully sent, you will receive an acknowledgment of receipt of your order at the email address you entered when registering. In order to verify the order, our staff will also contact you by phone. You will be informed by e-mail about the status of your order. If there is a "On order" or "On the way", symbol is colored the orange or yellow. We will inform you preferably by email of the approximate delivery date. General: your order status see online at your USER ACCOUNT ( that was automatically created for you when you submitted your order).

Is it possible to obtain parts / services from you for free?

  • Sorry but we are not a charity; on your purchases depends on whether our service will be available to all users running Vestax. After the collapse of the Japanese company we had to spend huge resources on know-how, spare parts inventory etc. Therefore, it is important, that all customers pay for the services. We are the only company in the world, that now provides service and complete original parts for Vestax brand.
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PRICES

Do you also offer some discounted goods?

  • Yes. We regularly offer Vestax products at discounts either in seasonal sales or in sales, where products are either unpacked, returned by customers or products used for demonstration events and various exhibitions. These products are of course with warranty and their list of prices can be found in the section Discounts and Sale.

Where can I find the Vestax pricelist?

  • We do not issue the retail price list for Vestax products, and current prices are available at our Vestax eshop, where prices are continuously updated.

It is possible to get the wholesale price B2B ?

  • No, not currently possible to provide discounts for dealers in addition to discounts provided to end customers.

Is it possible to obtain parts / services from you for free?

  • Sorry but we are not a charity; on your purchases depends on whether our service will be available to all users running Vestax. After the collapse of the Japanese company we had to spend huge resources on know-how, spare parts inventory etc. Therefore, it is important, that all customers pay for the services. We are the only company in the world, that now provides service and complete original parts for Vestax brand.
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PAYMENTS

How can I pay my order?

  • We accept only bank transfer payments. Why? It's cheaper, the fees charged e.g by PayPal are reflected by traders in the prices of their products. Bank transfer brings you faster order processing and cheaper shipping for you - worldwide. For payment via bank transfer you can use your bank, where you have an account or also international service to transfer money TRANSFERWISE (where you get an even better exchange rate in money transfer and payment is more secure, than using PayPal, example). How using TransferWise, watch the video. More info visit Payment Options section.

Why did you cancel now the card payment option?

  • We are not an ordinary shop. You can buy parts for a brand that has not existed for more than 5 years. These parts now can not buy elsewhere. The original Vestax factory on Japan was closed in 2014. Ensure these new parts in stock is hugely expensive. Also, the small-series production is very costly. Cards operators charge high fees for payment gateways that allow card payments on eshops. Therefore, we were forced to limit payment options at our store only for bank transfer payments. Because we want the Vestax parts to be affordable for all Vestax customers and not too expensive due to card payment fees. We are sorry, but it was necessary. We did a survey among our customers. Everyone already has a some banking application on their mobile phone and payment through your own bank is not a problem.

Warum haben Sie jetzt die Kartenzahlungsoption storniert?

  • Wir sind kein gewöhnlicher Laden. Sie können Teile für eine Marke kaufen, die seit mehr als 5 Jahren nicht mehr existiert. Diese Teile können jetzt nicht woanders gekauft werden. Das ursprüngliche Vestax-Werk in Japan wurde 2014 geschlossen. Stellen Sie sicher, dass diese neuen Teile auf Lager sehr teuer sind. Auch die Kleinserienproduktion ist sehr kostspielig. Kartenbetreiber erheben hohe Gebühren für Zahlungsgateways, die Kartenzahlungen in Eshops ermöglichen. Daher mussten wir die Zahlungsmöglichkeiten in unserem Geschäft nur für Überweisungszahlungen einschränken. Weil wir möchten, dass die Vestax-Teile für alle Vestax-Kunden erschwinglich und aufgrund von Kartenzahlungsgebühren nicht zu teuer sind. Es tut uns leid, aber es war notwendig. Wir haben eine Umfrage unter unseren Kunden durchgeführt. Jeder hat bereits eine Bankanwendung auf seinem Handy und die Zahlung über die eigene Bank ist kein Problem.

Pourquoi avez-vous annulé maintenant l'option de paiement par carte?

  • Nous ne sommes pas un magasin ordinaire. Vous pouvez acheter des pièces pour une marque qui n'existe pas depuis plus de 5 ans. Ces pièces ne peuvent désormais plus être achetées ailleurs. L'usine originale de Vestax au Japon a été fermée en 2014. Assurez-vous que ces nouvelles pièces en stock sont extrêmement chères. De plus, la production en petites séries est très coûteuse. Les opérateurs de cartes facturent des frais élevés pour les passerelles de paiement qui permettent les paiements par carte sur les boutiques en ligne. Par conséquent, nous avons été contraints de limiter les options de paiement dans notre magasin uniquement pour les paiements par virement bancaire. Parce que nous voulons que les pièces Vestax soient abordables pour tous les clients Vestax et pas trop chères en raison des frais de paiement par carte. Nous sommes désolés, mais c'était nécessaire. Nous avons fait une enquête auprès de nos clients. Tout le monde a déjà une application bancaire sur son téléphone portable et le paiement via sa propre banque n'est pas un problème.

¿Por qué cancelaste ahora la opción de pago con tarjeta?

  • No somos una tienda ordinaria. Puede comprar piezas para una marca que no existe desde hace más de 5 años. Estas piezas ahora no se pueden comprar en otro lugar. La fábrica original de Vestax en Japón se cerró en 2014. Asegúrese de que estas piezas nuevas en stock sean muy caras. Además, la producción en series pequeñas es muy costosa. Los operadores de tarjetas cobran tarifas altas por las pasarelas de pago que permiten pagos con tarjeta en las tiendas. Por lo tanto, nos vimos obligados a limitar las opciones de pago en nuestra tienda solo para pagos por transferencia bancaria. Porque queremos que las piezas de Vestax sean asequibles para todos los clientes de Vestax y no demasiado caras debido a las tarifas de pago con tarjeta. Lo sentimos, pero fue necesario. Hicimos una encuesta entre nuestros clientes. Todos ya tienen una aplicación bancaria en su teléfono móvil y el pago a través de su propio banco no es un problema.

Perché hai annullato ora l'opzione di pagamento con carta?

  • Non siamo un negozio normale. È possibile acquistare parti per un marchio che non esiste da più di 5 anni. Queste parti ora non possono essere acquistate altrove. La fabbrica originale Vestax in Giappone è stata chiusa nel 2014. Assicurati che queste nuove parti in stock siano estremamente costose. Inoltre, la produzione di piccole serie è molto costosa. Gli operatori di carte addebitano commissioni elevate per i gateway di pagamento che consentono pagamenti con carta su eshops. Pertanto, siamo stati costretti a limitare le opzioni di pagamento nel nostro negozio solo per i pagamenti tramite bonifico bancario. Perché vogliamo che le parti Vestax siano convenienti per tutti i clienti Vestax e non troppo costose a causa delle commissioni di pagamento delle carte. Siamo spiacenti, ma era necessario. Abbiamo fatto un sondaggio tra i nostri clienti. Tutti hanno già un'applicazione bancaria sul proprio telefono cellulare e il pagamento tramite la propria banca non è un problema.

Por que você cancelou agora a opção de pagamento com cartão?

  • Nós não somos uma loja comum. Você pode comprar peças para uma marca que não existe há mais de 5 anos. Agora essas peças não podem ser compradas em outro lugar. A fábrica original da Vestax no Japão foi fechada em 2014. Verifique se essas novas peças em estoque são extremamente caras. Além disso, a produção em pequenas séries é muito cara. Os operadores de cartões cobram taxas altas pelos gateways de pagamento que permitem pagamentos com cartão nas lojas. Portanto, fomos obrigados a limitar as opções de pagamento em nossa loja apenas para pagamentos por transferência bancária. Porque queremos que as peças Vestax sejam acessíveis para todos os clientes da Vestax e não sejam muito caras devido às taxas de pagamento com cartão. Lamentamos, mas era necessário. Fizemos uma pesquisa entre nossos clientes. Todo mundo já tem um aplicativo bancário no celular e o pagamento através do seu próprio banco não é um problema.

Почему вы отменили возможность оплаты картой сейчас?

  • Мы не обычный магазин. Вы можете купить запчасти для бренда, который не существует более 5 лет. Эти запчасти сейчас нельзя купить в другом месте. Оригинальный завод Vestax в Японии был закрыт в 2014 году. Убедитесь, что эти новые запчасти на складе чрезвычайно дороги. Кроме того, мелкосерийное производство очень дорого. Карточные операторы взимают высокую плату за платежные шлюзы, которые разрешают карточные платежи в интернет-магазинах Поэтому мы были вынуждены ограничить варианты оплаты в нашем магазине только для банковских переводов. Потому что мы хотим, чтобы запчасти Vestax были доступными для всех клиентов Vestax и не слишком дорогими из-за комиссии за оплату картой. Извините, но это было необходимо. Мы провели опрос среди наших клиентов. У каждого уже есть какое-то банковское приложение на своем мобильном телефоне, и оплата через ваш собственный банк не является проблемой.

When do you send my ordered goods?

  • The goods you ordered in our Megastore and paid by the chosen payment method will be delivered to you after you have credited your payment to our bank account. The fastest way of payment is therefore a bank transfer. Payment is credited within three-four business days or shorter (approx. two days), if it is a payment within EU countries.
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SHIPMENT

How do you ship the goods?

  • Methods of shipment ordered goods - there are several ways. The most used is the popular service Parcel Economy. It offers best price but is the slowest. Preferably we send the goods through the International Post Service (as a valuable shipment = insured international consignment). Another methods of sending the goods from our megastore is of course by DHL Worldwide Services Parcel or DPD Services Parcel. This is the fastest way to deliver your shipment.

why does transport take so long ?

  • Selected products are delivered directly from Japan or our main warehouse in Hong Kong facility and therefore their delivery times longer than usual. Please be patient. If the ordered goods are in Europe warehouse, we send them directly from there. For someone Vestax spare parts, against it delivery times may be shorter, because they can be sent quickly as a standard shipment (due to small dimensions and low weight). Check please special Adviser: possible reasons for the delay.

Do you send shipments to UK, Norway or another countries outside the EU ?

  • Of course yes. We ship goods to all countries of Europe, including United Kingdom or Ulster. We also send goods to the Nordic countries (e.g. Norway, Finland, Sweden) or the Baltic countries (Estonia, Lithuania, Latvia). We also ship goods to North America and South America. We also ship smaller packages to Australia (shipments weighing up to 2 kg).

Do you send shipments to another countries outside the Europe continent?

  • Of course yes. We also ship goods to countries outside the Europe continent (we often send to Brazil or to the United States and Canada). When ordering, you specify your destination. Transport costs are different by country of destination. The goods we send by valuable insured shipment. The freight rate for countries outside Europe (North and South America, Asia, Australia, Africa and Pacific region) is different, least 75 USD. Shipments are always insured parcel or if required by the customer, economically (shipping price from 35 USD).
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GOODS

Do you also offer some discounted goods?

  • Yes. We regularly offer Vestax products at discounts either in seasonal sales or in sales, where products are either unpacked, returned by customers or products used for demonstration events and various exhibitions. These products are of course with warranty and their list of prices can be found in the section Discounts and Sale.

If you do not have goods in stock, how long will it be available?

  • We strive to continuously complement our distribution stock. Period can range from one to three weeks. In this case, it is advisable to inform our store. Delivery dates vary by type of goods. If you already have goods ordered, the approximate delivery date will arrive automatically by e-mail.

What does it mean, when I have information on the availability of "on the way"?

  • The goods marked "on the way" are in transit to our central warehouse. If you have already ordered the marked goods, the approximate delivery date will be sent to you automatically by e-mail.

What does it mean, when I see the availability of "bespoke"?

  • Marked goods "bespoke" are produced to order only. It is usually a small-lot or piece custom-made non commercial production. The delivery date varies according to the type of goods. If you have already ordered the marked goods, the approximate delivery date will be sent to you automatically by e-mail.

What does it mean, when a product is labeled in the shop "B-stock"?

  • Product labeled as "B-stock" means, that product was unpacked, used at an exhibition or fair and repacked. No visible surface wear. Product 100% fully functional and tested before repacking. The package may be slightly damaged.

What does it mean, when a product is labeled in the shop "C-stock"?

  • Product labeled as "C-stock" means, that product was unpacked, used at an exhibition or fair more often. They could be minor surface scratches or signs of use. The package may be slightly damaged. Product 100% fully functional and tested before repacking.

What does it mean, when a product has the letter "(d)" next to the product name?

  • Letter "(d)" in parentheses is short attribute for discout offer. For example "Vestax HS-1 (d)". The product so labeled is discounted and listed in the section Discounts and outlet - see on our eshop menu.
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MANUALS & SOFTWARES

Where do I can download the User Service Manual or updates SW?

  • The printed manual is always included with the newly purchased Vestax product. Every product supplied with us is accompanied by instructions, safety instructions, software and other information for consumers. If you need a different manual, or software update files or firmware or Vestax drivers, these services are available only at the appropriate fee. This service can be ordered in section Spare parts and accessories » Buy on e-shop.

Why do I have to pay for a Manual download?

  • According to the European law, the customer will of course receive the printed manual automatically for each new Vestax product. This concerns cases where you want to download another manual (an electronic version of PDF) because you lost the original printed manual or you bought a product from the bazaar and the seller's manual did not ship. In this case, the customer has to pay a flat fee for this service. Buy on e-shop.
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GUARANTEE

What is the Vestax brand warranty?

  • The standard warranty period for Vestax products is 12 months. For some special marked products, the warranty can be extended to 24 or 36 months. Products that are labeled "custom-made" or "bespoke" in our e-shop are subject to a 12 month warranty. All spare parts and accessories are provided for 3 months warranty period. If it is used goods - sale with label "B-stock" or "C-stock", these products are provided for 6 months warranty period.
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COMPLAINT

Where can I find the terms of the goods return?

  • For detailed information on how to proceed with a return, please see our Complaints Procedure. Here you will find all information and forms for CP. See on section Complaint - Return Policy.

How to proceed properly in case of a complaint?

  • For detailed information on how to proceed with a complaint, please see our Complaints Procedure. The correct procedure for claiming, what your claim must include and what the goods should look like for a complaint sent by a shipping service or by mail can be found in this abridged. See on section Complaint - Return Policy.
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SERVICE & REPAIRS

Where can I get the Vestax product repaired?

  • With our Vestax product, first you can contact local service center, where you purchased the device. If you can not find help, contact your Vestax national dealers, that have imported this brand into your country. If you do not succeed, then please contact our Helpdesk service. We will try to help you. Notice: this service may be subject to a charge, because we do not assume liability for third subjects.

Do you repair older Vestax products, that are out of warranty?

  • Yes, we repair the products until 1990, if spare parts are available. We have spare parts for some older Vestax products. These include for example crossfaders, faders, pitch faders, switches, RCA connectors, original turntable motors and other original spare parts. Check out our Helpdesk.

Do you repair older Vestax products that are already under warranty?

  • Yes, we repair products up to 1995 made. We will provide you with post-warranty service for any Vestax products. We have access to the world's largest spare parts database and component base. More information Service department.

Pouze pro CZ:  kde mám uplatnit záruku (výrobek zakoupen před 1.10.2012)?

  • Protože je oficiální zastoupení japonské značky Vestax v ČR naší společností datováno od 1.10.2012, zákonné záruky na výrobky této značky, zakoupené před tímto datem musíte z pohledu Vás, coby spotřebitele, uplatňovat tam, kde jste výrobek zakoupili. Pokud máte s tímto uplatněním záruky potíže, kontaktujte naše Servisní oddělení. Neváhejte nám nahlásit i jakákoliv ostatní pochybení Vašeho lokálního prodejce, vztahující se k naší značce Vestax. Uvítáme Vaše názory, náměty a připomínky. Naše právní oddělení je připraveno pomoci Vám ve sjednání nápravy a nalezení řešení, které vám pomůže.

Pouze pro CZ: kde mám uplatnit záruku (výrobek zakoupen před 4.12.2017)?

  • Do 4.12.2017 zastupovala značku Vestax v ČR společnost Audimpex s.r.o. Zákonné záruky na výrobky této značky, zakoupené do uvedeného data, jakož i další pohledávky spojené s aktivitami značky Vestax (fy. Audimpex s.r.o.) do 4.12.2017 musíte z pohledu spotřebitele/věřitele uplatňovat k Audimpex s.r.o., jednatel firmy p. Matuška, F. L. Čelakovského 9, 434 01 Most.  Jinak je to u zboží a náhradních dílů, zakoupených po datu 4.12.2017 do 31.12. 2018. V takovém případě zajišťují servis pobočky v Praze a Liberci. Od 1.1.2019 veškeré náležitosti nutno uplatnit u nového vlastníka eshopu, Vestax Japan Megastore LLC.
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TECHNICAL SUPPORT

I bought the Vestax and the manual is missing.

  • For each new product Vestax (which was sold to the first user), instructions, software CD-ROMs, and other consumer information were provided. If you purchased the device at a bazaar or from another user, original manuals or installation and SW / FW updates can be obtained at a small fee in our e-shop (direct link here). This is a paid service.

The product is not working properly, I need to get help.

  • If you do not know the advice of any technical problem, please use our Helpdesk Service. If you are a customer with a registered product, that you purchased at our official sales network Vestax Europe, you also have a Hotline service. If you purchased the product elsewhere, you can get these services by purchasing a "Passport Full Access" VIP customer card. The VIP card can be purchased at our e-shop. Direct link to purchase is here.
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CUSTOMER CARD PFA

What is a PFA Customer Card and what it serves?

  • If you are not our permanent customer (with registration), then the Vestax PFA Customer Card (Passport Full Access) will bring you many benefits: you will get access to the "MyV Zone" user section, access to the documentation and the update software / firmware of the manufacturer. You will also get discounts on the purchase of original spare parts. For all available benefits of our Vestax PFA Customer Card, please refer to this page. Here you can purchase Vestax PFA Customer Card.
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GENERAL QUESTIONS

Is the same company as the manufacturer from Japan, Tokyo ?

  • No, he went bankrupt in December 2014 (insolvency proceedings are ongoing). We took a company, that was the official distributor Vestax (we have an official agreement for brand representation and product distribution, which is still valid). Now we are gradually renewing it. E-shop and related services. We have also taken over their domains and websites. As the Vestax brand closed in Japan and apparently will not continue new production, it is not possible to get the new products elsewhere. The main trade business is the sale of various original spare parts Vestax, technical support and services, but Vestax isn´t our key business (we have completely different business interests, this is only a hobby or the nostalgia of our leadership). We don´t want brand awareness to disappear completely. Users still have the option to contact someone for replacement parts or technical support. But it is also necessary to say that we are not charity a business must thrive. We are currently redesign the website, we set up logistic process and we shape business tools.

Why do you have so many Vestax items on stock (many years after the end Vestax Japan) ?

  • The former European distributor had a big stock of spare parts and accessories but he had never used. Everything remained closed and intact for several years. Also, we bought supplies (only brand new parts) from other former worldwide dealers or private sellers. We had some new parts re-manufactured at our partner in manufacturing facility in Asia, because we have complete technical and production documentation. Therefore, we have important Vestax components and original spare parts still available. Update June 2020.

Future for the brand Vestax?

  • The Japanese brand was in short trouble at the end of 2014 and in early 2015, insolvency proceedings were opened in Tokyo. Bankruptcy of Vestax Corporation Ltd. does not automatically absolute death of this brand forever. It will depend on the new investor who (for example) is interested in the legendary brand with more than 35 years of tradition. We believe the brand Vestax will come back once again; as the Terminator said, I'll be back ?
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