Shipping
All items are shipped to you directly from our suppliers. Each of our suppliers have different shipping terms, based on factors such as order value, dimensions and weight of the packed goods. Therefore shipping prices vary depending on the products you purchase, and which of our suppliers are engaged in fulfilling your whole order.
We do not profit from our carriage charges. Whatever we are charged to get the goods to your door is the same as what we charge you for delivery.
The correct shipping value is calculated at checkout. Where multiple items are ordered together, this shipping fee may be the cumulative total of the cost of multiple consignments.
Some items and delivery addresses are excluded from the general shipping terms outlined above. Examples of exclusions are: anything to be delivered to the Scottish Highlands, or an enormous double bass to be delivered anywhere in the UK.
For orders that are excluded from our general shipping terms, we are able to provide you with a custom shipping quote. You will be advised at checkout if and when a custom quote is needed in order to proceed.
If this happens, please follow the instructions on screen, and we’ll get back to you within one business day with the shipping quote. There will be a link in our email to take you straight back to the checkout, with your items loaded back in, and the correct shipping fee applied.
Most items will be delivered within two to three business days. When we have accepted and processed your order, we will update you with tracking information, so you can see when to expect to take delivery.
Returns
Items can be returned for refund if you contact us within 14 calendar days of receiving your item. All returned items must be received undamaged and in a condition that indicates you have subjected it to normal use only. Items should be returned complete, and as they were originally packaged.
When you contact us, we will issue you with a Returns Authorisation (RA) number, and advise where to send your return to. Ordinarily that will be to our Hastings address, but on occasion that might change. Do not send anything anywhere until we have given you an RA number and told you where it needs to be sent.
Unless your item is faulty, you will be liable for any delivery costs associated with your return. You are free to send the item back using your own chosen delivery method, but we advise using a reputable tracked, insured postal or courier service. You are responsible for the returned item whilst it is in transit to us. You will be required to adequately pack your return, and to clearly label the package with your RA number.
Your refund or exchange will be processed within 14 days of us receiving your return. Please note: items returned without a valid RA number may not get processed for refund or exchange.
Conditions
- Items special-ordered at a customer’s request may be returned at the manager’s discretion only.
- Items where there may be a hygiene concern if the product is used (e.g. harmonicas, microphones and earphones) may only be returned if the packaging is factory sealed and unopened.
- Similarly, software and other licensed items may only be returned if the product packaging has not been opened or tampered with in any way.
- We reserve the right to offer only a partial refund if the goods you are returning have been damaged, devalued or used otherwise in accordance to what would be deemed reasonable, normal use.
Delivery Charges
Where orders originally incurred a delivery charge, we will only refund you the cost of a standard delivery service for that item. We will not refund any additional charges that you may have opted to pay, such as for a Saturday delivery.
We cannot refund the original delivery cost for any order where a custom shipping quote was required.