Shipping & Returns Policy

Shipping

Handling time

• Orders are usually dispatched within 5 business days.

• If your order includes restringing or a basic setup, please allow an extra 1–2 business days.

UK services

• Default: Royal Mail Tracked 48.

• Upgrades: Royal Mail Tracked 24 / Special Delivery or courier (Parcelforce/UPS/DPD) at checkout.

• High-value items (e.g., guitars) ship tracked, insured and signature-on-delivery. We may change the carrier at our discretion for safe delivery.

Remote areas & international

• Northern Ireland, Scottish Highlands & Islands, Channel Islands and other remote locations may require additional time/surcharges.

• Selected items ship internationally; duties/taxes/fees are payable by the recipient.

Packaging & tracking

• Guitars ship in robust packaging (hard case or strong carton with multi-layer protection).

• We may reuse clean packing materials to reduce waste.

• A tracking number will be provided on dispatch. Multiple-item orders may ship separately.

Address & delivery issues

• Please provide a complete, accurate, and secure delivery address. We do not ship high-value items to P.O. Boxes.

• Parcels returned due to incorrect address, failed delivery, or non-collection may incur re-shipping costs.

Delays & lost parcels

• Transit times are estimates and can be affected by weather, strikes and peak seasons.

• If your parcel has not arrived within 10 business days after the estimated delivery date, contact us and we’ll investigate with the carrier.

Returns & Refunds

Used/Vintage items — final sale for change-of-mind

• No change-of-mind returns on used/vintage items.

• If an item arrives damaged or significantly not as described, email us within 48 hours of delivery with photos of the outer box, inner packing and item. Keep all packaging until resolved. We’ll arrange an appropriate remedy (repair/replacement/refund) after assessment.

• This does not affect your statutory rights.

New items — 14-day returns (buyer pays return postage)

• Change-of-mind returns accepted within 14 calendar days of delivery for new items.

• Buyer pays return shipping and is responsible for the parcel until received; use a tracked, insured service.

• Items must be unused, in “as-new” condition, with all original packaging, tags, accessories, manuals and freebies.

• Returns showing signs of use/installation, marks, missing accessories/packaging, or damage may be rejected or deducted to reflect diminished value.

• How to return: contact us within 14 days for Return Authorisation and instructions. Unauthorised returns may be refused.

• Refunds go to the original payment method after inspection. Original outbound shipping is non-refundable (unless the item is faulty/not as described).

• Non-returnable (unless faulty): opened strings, consumables, personalised/custom orders, and any setup/labour services once performed.

Faulty/not-as-described (all categories)

• If your item is faulty or not as described, contact us within 48 hours with photos. We’ll cover reasonable return costs or offer another suitable remedy in line with your statutory rights.

This policy does not affect your statutory rights.