FAQ

 

Can I book an appointment for a repair?

We ask all our clients to book workshop visits in advance - this helps us keep things moving along nicely. We can usually arrange for you to drop off your instrument at a time that is convenient for you, even during the evenings and even if that is sooner than we might actually be able to start work on it.

How long will you need my guitar?

We aim to have instruments back in your hands within a few days, and are sometimes able to do small repairs while you wait. At busy times though, we may need your instrument for a week or two. Certain repairs, particularly those requiring gluing or refinishing, tend to take a little longer (as we watch the paint/glue dry).

Is my instrument insured while it is with you?

Yes, we have full insurance for instruments left with us, but for really valuable instruments (£50k plus) we may need to discuss additional cover with you.

How long can I leave my instrument with you?

It's always better if you can pick your guitar up within a day or two of it being ready, but we know that's not always possible. If you think you might need us to look after your instrument for more than a week or two, just let us know so we don't hound you with reminders!

If we've been storing a finished instrument for three months or more without hearing from you, we might need to sell it or give it to one of our music charities, but we'll give you plenty of warning before this happens.

Can I try out an instrument before buying?

Of course - in many ways we would prefer if you do, so we know that you are getting the guitar that is right for you. Just let us know in advance and we will make sure the kettle is on and that the workshop is habitable!

Do you ship outside of the UK?

Absolutely! We use a tracked and fully insured service to send instruments anywhere in Europe, the USA and Canada. Shipping is free within the United Kingdom, £40 in Europe and £70 to the USA. Unfortunately we cannot ship certain woods outside of the UK due to the CITES II regulations, which restrict the import and export of some timbers. We are also unable to help with any import taxes which may be due.

Do you accept returns?

We are happy to accept returns - for any reason - for up to 14 days from the delivery of the item to you, but you will need to cover the cost of safe return. Once we receive the item back in the workshop, we will check it is as it was when it left us and then issue a full refund of the purchase price. All we ask is that you contact us first. If there is a fault, please see the warranty information below.

Do your instruments have a warranty or guarantee?

We are confident in the quality of all the instruments we sell, whether they are new or refurbished. All of our new custom built instruments come with a LIFETIME guarantee. We guarantee refurbished items for six months from the date of purchase.
If a fault develops within the applicable warranty period, we will quickly repair or replace the item for you, but if we are unable to do this we will offer a full refund of the original purchase price. We can also help with repairs if you've broken something yourself!
If you think there's a problem with anything you have bought from us, please call or email to arrange return.

Got a question we haven't answered? Drop us an email, call or start a chat session and we will do our best to help!