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 and some as they leave. 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. For more information about our quality control process, please click here.
While we strive to get your gear to you in as little time as possible, we cannot guarantee that every single item is checked prior to dispatch. This is due to the huge number of parcels that we dispatch on a daily basis. If you have a concern about an item on your order, please contact our team who will be happy to assist you.
Shop Display Items
When you order an item, whenever possible you will always receive a new, boxed version of the product by default (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, there is a chance it could be from our shop display (this will normally be displayed on the website). 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 or if you would prefer to wait for new stock (where possible).
As international shipping can be quite a complex process if any problems were to occur down the line, we want to ensure that your order arrives with you without a hitch. When you place an order to be shipped out overseas, you will need to view and agree to some terms and conditions that explain that we check over and test items being sent out to customers who are outside of the UK. Proceeding beyond this screen assumes acceptance of the terms. Checking the items minimises the chance of disappointment when they arrive (for example, missing documents, incorrect power cables and so on). For this reason you may find that items appear to have been opened when they arrive with you, however this is just to ensure that the products leave us in fully-working order. You do not need to contact us in advance unless you would like to discuss the product with a specialist – we'll take care of everything from our side!