FAQs

  • Do I have to pay sales tax?

    • A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

  • What is your refund policy?

    • The Sennheiser Online Store store by Digital River offers a 30-day (sometimes even longer) money back guarantee.

  • Who is Sennheiser?

    • Sennheiser is a German company who started in 1945, a world-leading headphone and microphone manufacturer, with a reputation for high product quality. Our microphones are used by almost all major recording artists. Our headphones are internationally renowned for absolute accuracy and maximum comfort – namely for reproducing the exact sound as the artist intended.

  • What is the best wearing style for sports?

    • Everybody’s ears are different and even different from one side to the other. No-one has symmetrical or identical ears. In summary, choose an in-ear fit for outdoor sports (so you can hear your surroundings clearly for safety reasons - PMX/PX) and an ear-canal fit for indoors to block out surrounding noise and distraction (OCX).

  • What are the best headphones for sports?

    • The sports range have been tested to withstand the daily wear and tear of being worn during sport and taken in/out of sports bags. All are sweat and water resistant, even the 3 button control and mic! The cables are reinforced so less likely to stretch and the wires break if caught on gym equipment for example.

      Experience the joy of movement with the Sennheiser CX SPORT In-Ear Wireless headset. With a lightweight, sweat and splash resistant design that can be worn around the neck or in front, and advanced Bluetooth technology, it sets you free to experience high quality sound as you move.

  • How good are Bluetooth® headphones?

    • There is a new apt-X® audio codec built into our headsets to offer CD quality music – much improved from the standard Bluetooth® quality with a wider bandwidth.
      It is important to note that no Apple® products include native support for the apt-X® codec. Sennheiser sells a USB dongle that allows apt-X® compression and streaming for computer-based listening systems (BTD 800 USB). Apple® support AirPlay®.
      The good news is that the new range of Bluetooth® products are indistinguishable from wired technology.

  • What is the warranty on Sennheiser products?

    • When you purchase a Sennheiser product, you have the peace of mind in knowing that your product is covered by Sennheiser two year (2 year) International Warranty.

      *The warranty period begins on the date of purchase of brand new, unused product(s) by the first end user. The Sennheiser International warranty is provided by Sennheiser Australia Pty Ltd, Unit 3, 31 Gibbes Street Chatswood NSW 2067 Australia.

  • Why can't I buy certain products on sennheiser.com.au?

    • The Sennheiser Webstore offers a select range of consumer and professional products for you to purchase directly. To ensure you choose the correct Professional Product for your application, please contact your nearest Sennheiser Authorised reseller. To find your nearest Authorised reseller, please contact us on 1800 648 628.

      Note - Some models may not be currently available to the Australia Market.

  • Who is Arvato?

    • Arvato is a global retail and logistics company who operate the Sennheiser online store on behalf of Sennheiser around the world. They are a fully accredited Sennheiser global partner and reseller, and look after many aspects of the Sennheiser online store including payment processing and order management. When you order from the Sennheiser online store in Australia, your payment will be processed by Arvato, and your invoice will be from Arvato. Your goods will be shipped to you directly from Sennheiser’s warehouse in Australia, and all after-sales service issues are dealt with directly by Sennheiser Australia.

  • Why can't I add a certain product to my cart?

    • If a product has "Availability: Out of stock", it means that this product is out of stock at the current time and unavailable to purchase. Stock levels fluctuate and we try our best to ensure that there are always products on the site for you, but there are going to be some products that are very popular and so stock will be at a minimum. Please keep checking the site for updates.

  • Will tax be added to my order?

    • As your order is being shipped within Australia, then all the prices shown already include the goods and services tax (GST).

  • What payment methods can I use?

    • We accept Visa, Mastercard, American Express & PayPal.

  • What is your privacy policy?

  • When will my Credit Card be charged?

    • Sennheiser receives authorisation to charge your account prior to shipping your item(s) therefore your card will be charged once you have confirmed your order.

  • Will my purchase attract additional financial institution fees?

    • Sennheiser does not charge financial institution fees to our customers. We encourage customers to check with their card issuing financial institution for any additional service charges or fees that may apply.

  • What do I do if my product is faulty?

    • If you purchased your product from Sennheiser.com.au and you experience any problems with your product, please contact us immediately on 1800 648 628 or [email protected] so that we can investigate and resolve this matter with you promptly.

  • What is your return policy?

    • Orders placed on sennheiser.com.au can be returned within 30 days from your original date of purchase for a full refund.

      If you purchased your Sennheiser product from a Sennheiser authorized reseller, you may also have rights to return the product to that authorized reseller under the authorized reseller's returns policy. Please speak to the supplier from whom you purchased your Sennheiser product for further details.

      For more details, please see our Return Policy

  • How do I return a product?

    • To inititate your return, call Sennheiser on 1800 648 628 so that we can verify your details and get the procedure under way.

  • Can my order be shipped to a post office (p.o.) box number?

    • No, we can not ship to PO Boxes

  • Can I have my order shipped outside of australia?

  • Do I need to sign for my package?

    • For orders over $50 in value - In order to ensure you receive your package on time and in good order, our standard shipping via courier requires a signature before a package can be left at your location. If you receive a notice stating delivery was attempted while you were out, please follow its instructions regarding an alternate delivery date or package pick-up.
      For orders under $50 in value - no signature is required. These orders are shipped via standard Australia Post service.

  • What is the delivery time for my purchase?

    • Once you have placed your order on the Sennheiser Online Store, you will receive an e-mail to confirm your order details, including your estimated delivery time.

      Expected delivery times are: 3 - 7 days for metropolitan areas, and 5-10 days for orders originating from remote regions.

  • Will I get an order confirmation by email?

    • We will send you an order confirmation email after your details have been confirmed and the information has been accepted.

  • How much am I charged for shipping?

    • Orders placed on the Sennheiser.com.au webstore will incur the following charges:
      - For all orders under $49.99 in value, a $5 shipping fee will be charged.
      - All orders equal to and over $50 in value, Free shipping will be included.

  • What if I am not home on the day of delivery?

    • Orders are shipped via Standard Australia Post and do not require a signature upon delivery.

  • What happens if my delivery goes missing or is damaged?

    • If you experience any problems with your delivery, please contact us immediately on 1800 648 628 or via email [email protected]com so that we can investigate and resolve this matter with you promptly.

  • How can I check the status of my order?

    • If you are registered customer it’s easy to check the status of your order! Just visit MyAccount Section and sign in with your username and password. From your My Account Dashboard you have the ability to view a snapshot of your recent account activity and update your account information. If you ordered as a guest you can contact the Sennheiser customer service team at: [email protected] to get an update on your order status

  • Can I cancel my order?

    • We ask that you make your selection carefully; as we are unable to cancel your order once it has been processed.

  • How do I change my order?

    • Unfortunately, once an order has been placed, we cannot make any changes as the items will be processed for shipping immediately.

  • Can I track my shipment?

    • As soon as your item(s) have shipped, we'll send you a Shipment Notification email that includes the estimated delivery date and tracking/consignment number if applicable. If a tracking number is available you can check on the carrier site the status of your order.

  • How do I View or Print an Invoice?

    • We will email the invoice to you. If you have a My Account you can also access the invoice online. Log in to your MyAccount section and click on the “My Orders” section to view all your orders.
      Once you have identified the order you wish to print/view, simply select that order by clicking the “View Order” Then select Invoices button.
      If you ordered as a guest you can contact the Sennheiser customer service team at: [email protected] to request a resend of the invoice email.