Delivery & Returns
Shipping
Wales and England
Free delivery is available to all addresses within Wales and England on orders over £149. It is also available on a promotional basis when qualifying items are included in your order, or with a valid offer code.
If your order does not qualify for free shipping, the standard 1st Class rate is £2.50 for orders under 100g (approx 2 packs of acoustic or electric strings), otherwise £4.99 per order. Goods are sent Royal Mail 1st Class and processed within 24 hours. Restrictions may apply.
We have options for expedited shipping at the checkout. Choosing this option prioritises your order and will guarantee that it is sent out on the very next collection. If you order before 12pm on a weekday, this is generally sent out on the same day and will arrive with you on the next working day.
Timed deliveries and Saturday deliveries are available and will be quoted upon request.
Northern Ireland, Scottish Highlands, Channel Islands and other remote areas
Delivery times to Northern Ireland, Scottish Highlands, Channel Islands and other islands around the UK will take around 1-2 business days longer than to mainland addresses. These locations also attract a non-mainland delivery fee which we pass on at cost.
Scotland
Currently Shopify is unable to discriminate Scottish Highlands from the rest of Scotland and so unfortunately we must impose a shipping fee for all of Scotland as a default. If you are in Scotland and south of Aberdeen, please contact us and we will happily refund you the surcharge upon checking your details with our current carrier.
International Orders
Shipping is calculated based on weight and destination. For an exact quotation, please contact us with your name, address, telephone number and details of the item/s you would like shipped. We will reply to you ASAP with options for delivery. International orders can only be shipped to the billing address.
Please don’t be offended when we ask you for additional information before deciding whether to proceed with a sale, fraud is on the increase and we will do what we need to do to in order to protect ourselves. We reserve the right to cancel a sale at any time.
Tracking
Once we have processed your order, you will receive an automated email. If you have chosen a tracked option, the tracking details will be included on the email along with a link to follow progress. These details become active once your order has been collected and scanned.
If you haven’t chosen a tracked option (e.g. Royal Mail 1st Class), you will be notified upon despatch of your order but will not be provided with detailed information such as when you should expect the package to arrive etc.
Large items
Packages that exceed 130cm in length and/or 30kgs in weight are large items by definition of our courier company. As a result, a surcharge will be added at the checkout.
Lost orders
In the rare instance that your order has gone missing, we have some steps to follow before contacting us. In the first instance, check your order confirmation to make sure you entered the correct details. All address labels we produce are automated from the information you provide us, so make sure spelling, flat numbers, postcodes, etc are correctly entered. Next we recommend checking that your order hasn’t been delivered to a neighbour. Couriers sometimes leave items in “safe places”, these are usually communicated via details on the tracking page or written on a card and posted through your letterbox.
If you have used a tracked service, then the tracking details should provide an explanation where your order is and provide a reason if it has been delayed. Using your tracking number, you should be able to communicate directly with the shipping company, but if you are finding difficulty doing this, please get in touch and we will assist you the best we can.
If the order has not reached its destination because of a customer error, we will require the subsequent postage costs to be paid by the customer. Redelivery will be the cost of the postage as stated at the checkout on the original order. In the case of your original order being eligible for free delivery, the cost of the redelivery will be chargeable as per our courier’s charges.
Lost orders via Royal Mail
The most common place you’ll find your undelivered mail will be at your local sorting office; find yours by typing ‘Royal Mail Sorting Office’ into Google. Royal Mail will only investigate missing mail once a 10-working day period has passed since the item was due to be delivered.
All our packages have a return address clearly shown on them. If they don’t reach you, then they should get back to us. If we receive a returned package, we will contact you to discuss the next steps.
Damaged and Faulty items
If you notice visible signs that your order has been potentially damaged in delivery, please make the driver aware of your concern and sign for the item as “damaged”. Please take a picture of the damaged packaging for your records. We always ensure that we pack fragile items with as much protection as possible so hopefully your purchase will be unharmed, but if you notice any damage please take pictures and contact us within 48 hours of signing for the delivery. All complaints to our couriers must be made within 48 hours of delivery, beyond this time they will not accept responsibility. When you contact us with details, we will discuss the options available and agree on the next steps.
If you discover that your item is faulty, it will be covered under the manufacturer’s warranty which is generally 2 years from the date of purchase. Please contact us and we will liaise with the relevant supplier to arrange the repair or replacement of your item. If we are confident we can repair your item, we will do this in house so that we can return the item to you as quickly as possible.
Failed deliveries
If a delivery is refused or is returned to us following more than 1 failed delivery attempts, the item will be subject to a £20.00 restocking fee. If redelivery is required, the restocking fee will be waivered but delivery costs will be chargeable to the customer.
Missing items
If you have received your order and believe there to be items missing, please let us know ASAP. We’ll investigate and do our best to rectify the anomaly with haste.
Unwanted items
UK Consumer Contracts Regulations states that a customer has the right to cancel their order up to 14 days after their order is delivered and we abide by these guidelines. It is the customer’s responsibility to return their order to us within 5 working days of informing us of their intention, at their own cost. Upon receiving the returned item, we will inspect it to ensure that it is in the same condition that it was sent in. If the item is returned in the same condition as it left us, we will issue a refund minus our shipping costs (charged at cost).
If the goods are not returned in the same condition and there are signs of alterations (e.g. cellophane or tags removed, visible signs of wear such as, but not limited to, scratches/marks, ripped packaging, strings changed, etc), we reserve the right to refuse the returned item and may ask the customer to arrange collection. At our discretion, we may accept an imperfect returned item but it will be subject to a restocking fee charged in-keeping with its’ condition.
Any items that have been ordered at the customers’ request will typically not be eligible for refund unless agreed at the time of the sale.
Items that have been ordered with custom modifications or appointments will not be eligible for refund.
Exceptions
In cases where hygiene must be considered, some items are no longer sellable once opened (earplugs, headphones, harmonicas, microphones etc.). Please contact us prior to your purchase if you are unsure whether your order fits this category.
Pre-owned items are sold as seen from our site and are described as accurately as possible, as well as including multiple high-res photographs. If you have any questions regarding a pre-owned product please get in touch and we'd be happy to give you the best idea of what you would be purchasing.
