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Date: Thu, 04 Dec 2025 10:48:03 +0000
From: hello@expressmusic.co.uk
To: =?UTF-8?Q?Tereza_Ouzk=C3=A1?= <tereza@ouzka.cz>
Subject: Re: Fender custom shop LE Tomatillo
In-Reply-To: <5A407F9A-DBD3-47A7-A822-60A21E6A9A1C@ouzka.cz>
References: <4e6e0b1f2c2fb6da89a26ff451c29313@expressmusic.co.uk>
 <5A407F9A-DBD3-47A7-A822-60A21E6A9A1C@ouzka.cz>
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Hi Tereza,

We started our claim for the cost of replacement but they take there 
time we these matters but it won't impact on the speed of getting a 
replacement case too you :-)
We'll keep our fingers crossed that we can get it to you before the end 
of January.
Thank you for your patient.

Kind regards.
Tim.

On 2025-12-03 19:17, Tereza Ouzká wrote:
> Hello,
> 
> Thank You very much for informations, did Fedex answer something about
> the damages?
> 
> My husband’s birthday are at at the end of January, so hopefully it
> will arrive before it.
> 
> Kind regards,
> 
> 
> Tereza Kubišová
> 
>> 3. 12. 2025 v 16:19, hello@expressmusic.co.uk:
>> 
>> Hello Tereza,
>> 
>> Just letting you know we've now heard back from Fender, they've put a 
>> replacement case on order, but as these cases are made exclusively to 
>> go with the custom shop guitar range they're not readily available to 
>> purchase and have to come from American, so they say they say the ETA 
>> will be 6-8 weeks delivery to us.
>> I hope this doesn't cause you to many issues and obviously we will 
>> strive to get the new case with you as soon as we possibly can.
>> 
>> Kind regards.
>> Phil, Harriet, and Tim
>> 
>>> On 2025-11-28 15:17, Tereza Ouzká wrote:
>>> If you would be able to send a new one, that would be perfect. Its 
>>> for
>>> my husband’s 40 Bday and I would like to have it all nice🙏🏻 thank you
>>> so much!
>>> Kind regards
>>> JUDr. Tereza Kubišová
>>>> 28. 11. 2025 v 15:54, hello@expressmusic.co.uk:
>>>> Thank you for the images and information Tereza, we'll get that 
>>>> sent off to FedEx today hopefully for a swift result.
>>>> When the claim is settled would you like us to refund the cost of a 
>>>> replacement case or would prefer us to send a new case?
>>>> Apologies again for the inconvenience this has caused.
>>>> Regards.
>>>> Express
>>>>> On 2025-11-28 14:31, Tereza Ouzká wrote:
>>>>> Just would like to let you know, that the driver (woman) took piece 
>>>>> of
>>>>> some plastic out of the box (where the hole was) and said she 
>>>>> thinks
>>>>> its from the pallete.
>>>>> Tereza Kubišová
>>>>>> 28. 11. 2025 v 14:35, hello@expressmusic.co.uk:
>>>>>> Hi Teraza,
>>>>>> We're really sorry that FedEx damaged the case and we double boxed 
>>>>>> it too!
>>>>>> Yes if you could send us some pictures of the damage please we'll 
>>>>>> start a claim with FedEx and try and get this sorted as soon as 
>>>>>> possible.
>>>>>> Kind regards.
>>>>>> Phil, Harriet, and Tim Express
>>>>>>> On 2025-11-28 13:02, Tereza Ouzká wrote:
>>>>>>> Hello,
>>>>>>> Guitar just arrived, but fedex delivery made a hole to the case 
>>>>>>> during
>>>>>>> the transport. They wont let me make the reclamation because they 
>>>>>>> say
>>>>>>> that only sender can do it. Can you please make a reclamation of 
>>>>>>> the
>>>>>>> delivery and ask for the reparation/money because of their 
>>>>>>> failure?
>>>>>>> I can send you pictures of the damage.
>>>>>>> Thank you for the answer.
>>>>>>> Tereza Kubišová
>>>>>>>> 20. 11. 2025 v 15:12, hello@expressmusic.co.uk:
>>>>>>>> Hi Tereza,
>>>>>>>> If you let us know how you wish to pay, we will arrange an 
>>>>>>>> invoice to be sent over to you asap. Bank transfer, card 
>>>>>>>> payment/paypal?
>>>>>>>> The shipping costs will be £50.
>>>>>>>> Kind Regards,
>>>>>>>> Express Music
>>>>>>>>> On 2025-11-20 13:58, Tereza Ouzká wrote:
>>>>>>>>> Hello,
>>>>>>>>> Thank You very much for Your answer. I will buy it from 
>>>>>>>>> you(just a
>>>>>>>>> recapitulation: Fender custom shop limited edition Tomatillo 
>>>>>>>>> Tele
>>>>>>>>> Journeyman Relic-Natural Blonde as on the picture I sen before, 
>>>>>>>>> for
>>>>>>>>> 2.912,50 GBP), can you please issue an invoice on company:
>>>>>>>>> APPLE TREE EVENTS s.r.o.
>>>>>>>>> IČ: 05893879, DIČ: CZ05893879
>>>>>>>>> Adress: (Prague) Praha 8, Troja, Na Jabloňce 738/3a
>>>>>>>>> Postal code: 18200
>>>>>>>>> Country: Czech republic
>>>>>>>>> Shipping adress will be the same. Can you please let me know 
>>>>>>>>> how much
>>>>>>>>> will be the shipping costs?
>>>>>>>>> Thank you very much !
>>>>>>>>> Tereza Kubišová
>>>>>>>>>> 20. 11. 2025 v 12:34, hello@expressmusic.co.uk:
>>>>>>>>>> Hello Tereza,
>>>>>>>>>> Thank you for your inquiry, we would not know what the 
>>>>>>>>>> import/duty
>>>>>>>>>> fees are for the Czech Republic this is something you would 
>>>>>>>>>> have to
>>>>>>>>>> investigate yourself.
>>>>>>>>>> We can take off the UK VAT tax which is 20% making the cost of 
>>>>>>>>>> the
>>>>>>>>>> guitar £2912.50 plus shipping and if you can send us your 
>>>>>>>>>> address
>>>>>>>>>> we can get a cost for the shipping.
>>>>>>>>>> Hope this helps.
>>>>>>>>>> Kind regards.
>>>>>>>>>> Phil, Harriet, and Tim.
>>>>>>>>>> Express Music.
>>>>>>>>>> On 2025-11-20 08:54, Tereza Ouzká wrote:
>>>>>>>>>>> Hello, I found your guitar (image attached) on Reverb. I 
>>>>>>>>>>> tried to
>>>>>>>>>>> text
>>>>>>>>>>> you, but I don’t know if you get the message. My husband 
>>>>>>>>>>> really
>>>>>>>>>>> likes
>>>>>>>>>>> this guitar and I would like to buy it for him as a gift but 
>>>>>>>>>>> I’m
>>>>>>>>>>> not
>>>>>>>>>>> sure about the fees and the taxes if I buy it from UK to 
>>>>>>>>>>> Czech
>>>>>>>>>>> republic because it’s not within the EU. Can you please let 
>>>>>>>>>>> me
>>>>>>>>>>> know
>>>>>>>>>>> what are the real fees not only shipping but also the taxes 
>>>>>>>>>>> for
>>>>>>>>>>> it,
>>>>>>>>>>> how high will be the price exactly for me if I buy from you? 
>>>>>>>>>>> Also
>>>>>>>>>>> I
>>>>>>>>>>> would like to ask if there’s some discount possible on this
>>>>>>>>>>> guitar?
>>>>>>>>>>> Thank you very much for Your answer.
>>>>>>>>>>> Tereza
>>