We do our best to maintain a reliable, prompt service at all times; our priority is to ensure that you're enjoying your new gear in no time at all.
We employ dedicated QC technicians to inspect certain goods as they are delivered to us. We know our manufacturers and their products well, so we aim to focus on the areas where problems may occur more frequently. This way, you have the best chance of receiving your goods in perfect music-making condition.
While we strive to get your gear to you in as little time as possible, we cannot guarantee that every single item is checked before dispatch. This is due to the huge number of parcels that we dispatch on a daily basis. If you have a concern about the condition of your order, we'll happily discuss a return/replacement if necessary.
Shop Display Items
When you order an item, by default you will always receive a new, boxed version of the product (unless you specify otherwise).
We keep a large number of products on display in our Guildford store, allowing customers to try items before they buy. If an item you've ordered is the last in stock, it may be taken from our shop display. If this is the case, we will always contact you with a thorough condition report to ask if you are happy to go ahead with the order.
As international shipping can be quite a complex process, we want to ensure that your order is dispatched without a hitch.
For this reason, we'll always contact our customers who are having items delivered outside of the E.U. to ask for their consent to open and test the products before they are dispatched. This minimises the chance of disappointment when the item arrives (for example, missing documents, incorrect power cables and so on). You do not need to contact us in advance unless you would like to discuss the product with a specialist – we'll do everything from our side!