Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We process orders quickly to make sure your gear gets to you fast. If you need to cancel or make changes, please contact us as soon as possible. If your order hasn’t shipped yet, we’ll do our best to adjust it. Once it’s been dispatched, you’ll need to follow our returns process.
How can I track my order?
How can I track my order?
As soon as your order has been dispatched, you’ll receive an email with tracking information. You can use this link to follow your parcel’s progress right to your door.
What if there is a problem with my order?
What if there is a problem with my order?
We want every customer to be 100% happy. If something isn’t right with your order, please get in touch straight away. We’ll resolve the issue quickly, whether that means a replacement, repair, or refund.
I didn’t receive all of my order — what should I do?
I didn’t receive all of my order — what should I do?
If something is missing, double-check your tracking details as items may arrive in separate parcels. If part of your order hasn’t arrived, contact us and we’ll look into it immediately.
Are your instruments in stock and ready to ship?
Are your instruments in stock and ready to ship?
Yes — every instrument listed on our site is physically in stock, fully checked, and ready to ship from our UK base. No backorders, no long waits.
Do you offer finance or pay-later options?
Do you offer finance or pay-later options?
Yes — we work with Klarna and PayPal to offer flexible payment options at checkout. This means you can spread the cost or pay later, making it easier to get the gear you want.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer hassle-free returns within 30 days of delivery. Items must be in the same condition as received — securely packaged, with any accessories included. Once returned, we’ll issue a refund or exchange.
How do I initiate a return?
How do I initiate a return?
Simply contact us with your order number and reason for return. We’ll provide you with the return instructions and, if eligible, a prepaid shipping label.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes — if you’d prefer an exchange, let us know when requesting your return. Once we receive your original item back, we’ll ship out the replacement.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once your return arrives with us, we aim to process refunds or exchanges within 1–2 working days. Refunds are issued back to your original payment method. Depenging on the method, this can add another 0-3 working days.
What if my item is faulty or damaged?
What if my item is faulty or damaged?
If your item arrives damaged or develops a fault, please contact us immediately. We’ll then look to resolve this quickly for you.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
We aim to dispatch all orders within 1 working day. Delivery usually takes 1–3 working days within the UK.
Do you offer expedited shipping?
Do you offer expedited shipping?
All instruments are sent on a 1-2 working day service. Accessories and packaging are sent on a 2-3 days service unless upgraded to a 1-2 day service.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t yet been dispatched, we may be able to update your shipping address. Please contact us as soon as possible with your order number and the correct details.
Do you offer free shipping?
Do you offer free shipping?
Yes — we offer free UK shipping on orders over £49.99. For orders under this amount, a flat £2.49 delivery charge applies, unless you upgrade to a quicker service.
Selling My Instrument
How does the process work?
How does the process work?
Our process is simple: Fill out our online form, receive a free valuation within 24 hours, ship your instrument to us for free, and get paid promptly after we receive and inspect it.
How do I get a valuation for my instrument?
How do I get a valuation for my instrument?
Complete our easy online form. Our experts will assess will then get in touch a give a valuation based on details provided. Our valuations are guaranteed the best online. No fees, no hassle.
Is the online valuation free and without obligation?
Is the online valuation free and without obligation?
Yes, our valuation is completely free and comes with no obligation to sell your instrument to us.
How quickly can I expect an offer?
How quickly can I expect an offer?
We strive to respond with an offer within 48 hours of receiving your valuation request.
What factors do you consider for valuation?
What factors do you consider for valuation?
We consider the make, model, age, condition, and market demand of the instrument to determine its value.
Can I drop off my instrument?
Can I drop off my instrument?
Yes, you have the option to drop off your instrument at a post office, where you will receive a receipt to track the progress of it's journey. We will provide the packaging to keep your item secure.
Can I sell multiple instruments at once?
Can I sell multiple instruments at once?
Absolutely! You can sell as many instruments as you like. We can offer a bulk purchase price, or you can sell individual instruments to us.
