Customer Support

Christmas 2019

We will be open on Christmas Even up until 1pm.  If you are wanting to visit PLEASE click on the live chat or call us on 01789 263333 to let us know you are coming!

We then return on Friday 27th and will be open on Saturday 28th too.

We will be open New Years Eve (Tuesday 31st) but closed New Years Day (Wednesday 1st January)

Our workshop is currently working to around 10 days.

I would simply add on however many holiday days there are in that period to get a feel of how long you may possibly have to wait.

I would recommend contacting us on the live chat if you are concerned or have any urgent requirements.

The holiday period will delay us slightly further due to the technician taking a few days off on our holiday days.

As a rule - anything ordered over the Christmas period will be delivered in the first half of January and you can contact us for updates when we are open.

Please be patient and we will do everything to make your order as painless as possible!

Showroom & Contact

Already bought your guitar & need an update or want to change delivery details?

You need THIS PAGE

Need PRE sale advice?  Read on...

 

Richard is available throughout each day via a number of different formats.  This page will help you understand the best route to getting the help Richard is waiting to provide...

Online Live Help (Sales & Support - Open most hours most days)

Richard provides online consultancy and post sale support all through the day and evening - most days.  Simply check to see if Richard is online.  Live help is always on when in the showroom and generally on when Richard is at home.  If you find live help OFF during showroom hours it is possible he has been called away for personal or business reasons (or he is simply overwhelmed with in store customers!)

 

Telephone Enquiries: 01789  26 33 33 

If your enquiry is non sales related please call during opening hours.  If you are looking into a new guitar feel free to call outside of shop hours as Richard is always happy to help customers at times that are convenient to you.

 

In Person - Showroom

To view Richards Guitars on Google Maps click here

5 Tiddington Road, Stratford Upon Avon, Warwickshire, CV37 7AE

Available: Tues 10am-1pm, 2pm-4pm, Wed 2-4pm, Thurs-Sat 10am-1pm, 2pm-4pm

For the best experience it is always advisable to discuss your requirements and your visit in advance with Richard who can, if necessary book an appointment and prepare the right guitar for your arrival.  Of course you can pop in without any notice as long as you appreciate Richard may be dealing with someone else who has made an appointment.

The Showroom

5 Tiddington Road, Stratford Upon Avon, Warwickshire, CV37 7AZ

   

         

Every Guitar - A Recommendation

The showroom consists of recommendation after recommendation.  Richard only wants guitars around him that have a reason to be there - a guitar that will suit someone for a specific purpose or requirement.  We only promote benchmark products that have unique properties or  supreme levels of quality.

 

  

 

No Hype - No Marketing

The best things in life are rarely the easiest to find.  If something is TOO easy to get hold of its highly unlikely to be the best in class.   That sums up the guitar industry.   Most shops cram their walls with easy to sell, easy to supply guitars made in high volume.   Over 23 years research Richard found the most wonderful guitars that cost no more than the mainstream brands yet offer so much more.

  

 

Private Try Out Room

Let Richard know when you want to visit and we will book you our private demo room where you can be left to your own devices or have Richard talk you through the pros & cons of various models.

If we know you are coming we will prepare a selection of personal recommendations in advance of your visit.  Chat to Richard for details.

 

A Warm Welcome Is Always Guaranteed

All we care about is making people happy. 

If you give Richard notice of your visit everything within his power will be done to ensure your visit is as enjoyable as it could be.  What is most important is you feel your visit was worthwhile .  There is never ANY pressure or focus on "sales" at any stage.

Richard is here to advise, guide and assist in any way possible - so never feel uncomfortable about visiting and please throw aside any preconceptions you may have based on experiences in other "shops".  

  

Free Private Parking

 

 

We Look Forward To Seeing You Soon!

 

   

       

I needed a special guitar found to replace my old one which exploded after 1000 gigs, Richard and his team scoured the UK Europe and final found what I was looking for in Asia,. 
I drove 3500 km to collect my new beauty and wasn't disappointing their shop is easy to find and all the team are friendly and welcoming. 
Richard gives you as much or a little attention as you like and is on hand to offer friendly and practical advice should you wish to take it.
I don't buy a new guitar everyday but the next time I shall be straight back to Richards to see if they can help once more, calling in at Richards shop isn't like shopping it is like visiting your friends house!

Thanks Guys for the wonderful experience and we hope to see you in our Treehouse in Crete some day.

           

You'll find over 1000  more of these... Here!

Guideline Hours For in Store Availability Without Prior Notice. 

My showroom is an integral and essential part of my service for those who live close enough or happy to travel to visit me.  However due to the unique nature of my service it is still imperative to consider my opening hours as a guideline.  These core times can vary slightly due to handling other aspects of my work if I have no prior bookings in store.

Tuesday to Saturday : 10am to 4pm*

Sunday & Monday: Closed

*PLEASE bare in mind, I am talking to customers from the moment I wake until late at night via live chat and the hours shown are for when I have no appointments and unaware of anyone visiting.  All you need to do is let me know you want to visit and I will be happy to accommodate your timings the best I can.

Appointments

I always put a strong emphasis on discussing your requirements with me in advance of any visit in order for me to ensure I have the exact models in that suit your personal requirements.  My service is very bespoke in this way - I always like to make sure I can talk about guitars you NEED, rather than guitars I HAVE!!!  (Hence why I hate the phrase "shop" - I always prefer to be thought of as a consultant to your needs rather than someone selling you something).

By making an appointment I can ensure guitars are even setup in advance ready for your arrival.

Traveling a long way?

More customers I deal with on a daily basis are from "out" of town than local and one thing that frustrates me most is someone travelling so far and I don't have a certain guitar that would suit them physically on the premises - hence chatting to me in advance.  Equally important is to contact me on the day you are leaving (if you haven't made an appointment) just to ensure I will be around when you get here!  Being one man means that I may have to leave during showroom hours and during these times the showroom is closed.  Avoid disappointment by either calling me or clicking on the live help button before you leave - just to make 100% sure!

I really do hope I can help you further in store - or online.

What You Will & Won't Find In Store & Why

I offer a bespoke service and deal with every sale personally. I follow the progress of each sale from beginning to end, personally book deliveries for dispatch and wrap and pack the guitars. I do this to provide a consistent, meticulous level of detail, giving myself the peace of mind that the beautifully setup guitars we generate do not get spoilt in transit. 1 guitar damaged in 4 years of delivering guitars around the World (around 10 a week) is testament to the quality of my packing (Sad as it sounds I could bore you to death on how to deliver a guitar successfully!). This all takes up my time of course. For this reason I DO NOT promote the sale of accessories which would take too much of my time from dealing with guitar inquiries.

My showroom opening hours enable customers to try and test my personal collection (consisting primarily of "Richards Choice" selected guitars & quality used guitars (totally reconditioned and setup to perfection)) - whilst allowing me time to handle the various aspects of my customer inquiries in store and online - and of course deal with customers requiring private setups.

I DO NOT sell 3/4 size guitars. It is impossible to provide any level of taylored service at this price point and would feel nervous about supporting these guitars under warranty as they are built to a price. 

On a Tight Budget? (Around £100 or less)

Commercially it is impossible to justify time spent promoting entry level guitars, especially when we put £55.00 of setup work into every guitar and I personally handle the entire sale process.   However, I want every beginner to be inspired so I will always want to help if I can.

You will find a range of budget guitars that can be ordered online, each one set up to perfection before dispatch.  Few budget/entry level guitars are on display but if you want to get started on a budget, just let me know.  You just need to TRUST that I will help you and you could not be in safer hands.  I will happily supply you a personally recommended starter guitar, set it up to perfection and it will inspire you.  I have to stress that you trust me and run with my personal advice as I don't have time to discuss the pro's and cons of a million and one various alternatives in the market, sold by dealers who WON'T have as much desire to ensure that you get a perfect instrument as I do.  Trust me and you will get the right instrument to suit your personal requirements or I will personally guide you to someone who can.  I do also try and ensure I have some really nice used guitars around whenever possible - this could perfect for you too so it would be a case of chatting to me online, calling or visiting the showroom to find out what I have on the day.

Whatever your standard or budget I am here if you want some honest, professional direction.

I warmly welcome all guitar enthusiasts to visit me any time!

Guideline Hours For in Store Availability Without Prior Notice. 

My showroom is an integral and essential part of my service for those who live close enough or happy to travel to visit me.  However due to the unique nature of my service it is still imperative to consider my opening hours as a guideline.  These core times can vary slightly due to handling other aspects of my work if I have no prior bookings in store.

Tuesday to Saturday : 10am to 4pm*

Sunday & Monday: Closed

*PLEASE bare in mind, I am talking to customers from the moment I wake until late at night via live chat and the hours shown are for when I have no appointments and unaware of anyone visiting.  All you need to do is let me know you want to visit and I will be happy to accommodate your timings the best I can.

Appointments

I always put a strong emphasis on discussing your requirements with me in advance of any visit in order for me to ensure I have the exact models in that suit your personal requirements.  My service is very bespoke in this way - I always like to make sure I can talk about guitars you NEED, rather than guitars I HAVE!!!  (Hence why I hate the phrase "shop" - I always prefer to be thought of as a consultant to your needs rather than someone selling you something).

By making an appointment I can ensure guitars are even setup in advance ready for your arrival.

Traveling a long way?

More customers I deal with on a daily basis are from "out" of town than local and one thing that frustrates me most is someone travelling so far and I don't have a certain guitar that would suit them physically on the premises - hence chatting to me in advance.  Equally important is to contact me on the day you are leaving (if you haven't made an appointment) just to ensure I will be around when you get here!  Being one man means that I may have to leave during showroom hours and during these times the showroom is closed.  Avoid disappointment by either calling me or clicking on the live help button before you leave - just to make 100% sure!

I really do hope I can help you further in store - or online.

What You Will & Won't Find In Store & Why

I offer a bespoke service and deal with every sale personally. I follow the progress of each sale from beginning to end, personally book deliveries for dispatch and wrap and pack the guitars. I do this to provide a consistent, meticulous level of detail, giving myself the peace of mind that the beautifully setup guitars we generate do not get spoilt in transit. 1 guitar damaged in 4 years of delivering guitars around the World (around 10 a week) is testament to the quality of my packing (Sad as it sounds I could bore you to death on how to deliver a guitar successfully!). This all takes up my time of course. For this reason I DO NOT promote the sale of accessories which would take too much of my time from dealing with guitar inquiries.

My showroom opening hours enable customers to try and test my personal collection (consisting primarily of "Richards Choice" selected guitars & quality used guitars (totally reconditioned and setup to perfection)) - whilst allowing me time to handle the various aspects of my customer inquiries in store and online - and of course deal with customers requiring private setups.

I DO NOT sell 3/4 size guitars. It is impossible to provide any level of taylored service at this price point and would feel nervous about supporting these guitars under warranty as they are built to a price. 

On a Tight Budget? (Around £100 or less)

Commercially it is impossible to justify time spent promoting entry level guitars, especially when we put £55.00 of setup work into every guitar and I personally handle the entire sale process.   However, I want every beginner to be inspired so I will always want to help if I can.

You will find a range of budget guitars that can be ordered online, each one set up to perfection before dispatch.  Few budget/entry level guitars are on display but if you want to get started on a budget, just let me know.  You just need to TRUST that I will help you and you could not be in safer hands.  I will happily supply you a personally recommended starter guitar, set it up to perfection and it will inspire you.  I have to stress that you trust me and run with my personal advice as I don't have time to discuss the pro's and cons of a million and one various alternatives in the market, sold by dealers who WON'T have as much desire to ensure that you get a perfect instrument as I do.  Trust me and you will get the right instrument to suit your personal requirements or I will personally guide you to someone who can.  I do also try and ensure I have some really nice used guitars around whenever possible - this could perfect for you too so it would be a case of chatting to me online, calling or visiting the showroom to find out what I have on the day.

Whatever your standard or budget I am here if you want some honest, professional direction.

I warmly welcome all guitar enthusiasts to visit me any time!

The Rguitars team provide you service you wish you could find locally

Richard (Me - Guitar Advice)

(If you see text saying "I" or "Me" its because I do all the website design and the entire site is a reflection of 23 years of my updates - I do my own updates but have help - see team members below)


If you need advice on guitars - Richard is your man.    Playing guitar from the age of 8,  he studied at the guitar institute & continued to study guitar production for the past 23 years during his time in the guitar industry (Which he started at 22). 


Formerly one of the UKs largest dealers for the most " famous " brands - Richard became depressed and unwilling to support the mediocrasy and lack of interest some of these brands had in quality - focusing instead on guitar companies that really do produce the very best quality - regardless of how well they are marketed.


Richard is here to provide you advice whether it be in store or online via chat. 

Chris (Guitar Tech)

Chris has been by my side for the best part of 15 years.   Your guitar will be set up before sale and personalised to any bespoke requirement you have.   


I (Richard) will liase with Chris to ensure that the specification is correct and personally play test the guitar on completion to ensure all is as requested.  


More details on the setup side of things can be found at this page.  It makes us quite unique in the industry with the highest levels of setup & quality control standards.  You could not be in safer hands.

Sally (Customer Services)

Sally will be your primary liason  once your order is placed - via orders@richardsguitars.co.uk or calling her during office hours on 01789 263333.  Sally works right next to me & Teresa in our office ensuring the wheels run smoothly every day.   If you require any form of  return, dispatch or update / ammendments to your order Sally will assist.  

Teresa (Accounts & Customer Service)

Teresa isn't just responsible for accounts & customer service because she is my wife & business partner.  Teresa was 16 when I met her and we have spent all our adult life together both at work and home.... Poor Teresa.


Teresa is incredible.  Logical, level headed, patient - everything that I am not - but that is what makes us such a great team! (Thats what I tell myself)

Enam (Web Design & Tech Support)  &.. Enam! (Product Updates)


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Enam  is an IT genius.  It seems there is nothing he cannot do to help me with my website.    We have been working together for the past couple of years or so and I cannot express how grateful I am to have him at hand.  Enam works freelance but I consider him very much as a critical member of the team 


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Enam (2)  is another member of my team working freelance.   Enam is honest, hard working and so incredibly reliable.  Always there to help me with my catalog revisions and updates.  This leaves me more free to focus on the personalisation of my descriptive texts and taking photos - or doing my videos which I try to find the time for.  Thank you Enam for all your hard work over the past couple of years.

Guitar shop perfection! As a very novice guitarist, who hasn't really picked up a guitar in well over 10 years, I walked into Richards shop more than a little apprehensive. Looking around the shop, after a brief introduction from Richard, I noticed that there wasn't many 'Well known' brands, the odd Ibanez here and there, the rest of the guitars I'd never heard of. I immediately felt out of my depth but decided to go up to Richard and confess to my very little knowledge, tell him what I was after and see what he said.

I'm so glad I did!! Richard is the most knowledgeable, pleasant, non pushy salesman I have ever had the pleasure to meet. His passion for his stock and his attention to detail genuinely is second to none. Never have I experienced such good service in any music shop I have ever visited. After giving me a selection of guitars to try, I was left alone to play them away from the shop floor, and after whittling it down to two, Richard was on hand to demo the guitars, and very patiently and expertly explain the differences, without telling me which one i should buy. The guitar I bought is stunning, beautifully made and has an amazing tone which has rekindled my love of playing. I have spent more time in one day with this beautiful Eastman guitar from Richard than I have spent on my Ibanez in a very long time! 

Sorry for the long post, but I can't recommend the service you receive from Richard enough, this guy really knows his stuff, has a passion which is infectious and sells truly stunning products. 

Richard, if I ever get good enough, I'll definitely be back to buy my dream Les Paul, but probably the Eastman version now thanks to you!

You'll find over 1000  more of these... Here!

Yes!

We would always prefer you to book an appointment especially if travelling some distance to visit us.

This way we can have a chat with you in advance - get a sense of what guitars may be suitable for you and make sure they are here for you on the day.

If we know when you are coming we can make sure the day is organised around you - making sure you have a private space to test your guitars and we can even get the tech to set the guitar up for you on the same day if you come to a decision by around lunchtime.

All in all making an appointment simply improves the service/experience we can offer you.

Ordering Online

Delivery Costs & Inclusions

We welcome players from all over the World to consult with Richard directly via live help, allowing Richard to help you find the right guitar and ensure it is set up to your personal playing specification.

Included in our delivery you receive...

fanatical quality control

personalised setup service by our highly experienced guitar tech who has worked with Richard for over 15 years

Richard play tests your guitar pre delivery to ensure it meets the specification

6 and 12 month check/reset

Online support most hours via chat (provided by Richard who has specialised in guitar consultancy for 21 years)

Click here for more details

 To ensure anyone can benefit from this highly personalized service we subsidize the delivery costs from our pocket - not yours, resulting in the following delivery charges*

Any delivery to Western Europe £15.00. Eastern Europe £25.00 America £50.00 Australia £75.00

Every guitar is packed personally by Richard.  We purchase especially strengthened outer cartons and pack each guitar in a way that guarantees the guitar will come out the box as it went in - perfect.

If you bought your guitar from an alternate source it would cost you at least £50.00 to have it play to the standard that we set our guitars AS standard.

Why would you want to buy from a faceless online store if you can buy from someone who values every customer and their personal needs?

I do hope we can help you further as we provide the service you wish you could find locally!


Sounds like you selected "Credit Card" or "Finance over 12 months"

If you had selected "Paypal" it would take your payment automatically.

Don't fear - a payment request will be on its way soon either in the form of a Worldpay payment request of a finance agreement from V12 Finance.

Yes.

There are 2 payment options that will charge you at point of sale.  These are "Dividebuy" finance which will take you to their website and your finance will be sanctioned while you wait.

If you select the yellow paypal button at the checkout this too will take you to the paypal site and take your money during the order process.

Any other payment option enables us to send you a payment request AFTER the order has completed.

So - IF you select credit/debit card, bank transfer, cash on arrival, V12 interest free finance - all of these methods involve us sending you a payment request later.

These payment options are an ideal way to place your order without total commitment to payment at that moment. 

If you would like to reserve a guitar to try in store, add the guitar to the basket, mention in the order notes you would like to visit to try the guitar and complete your order.  We will be in touch to arrange a suitable day and make sure your visit is enjoyable!

As long as your guitar is not about to leave (IE same day) simply email customer support via orders@richardsguitars.co.uk and we will update this for you.

Aternatively call 01789 263333 during office hours


Please email orders@richardsguitars.co.uk and let customer service know when would suit you.  Please ensure you quote your 4 digit order number.

Our primary dispatch days are Tuesday to Thursday.  When considering a date bare in mind your guitar needs to go through quality control, setup, play test and packing and a 100% confirmation can only realistically be achieved once the guitar has been through setup.

Feel free to discuss your delivery date with us in person by calling 01789 26333 during opening hours. 


Every guitar is setup prior to dispatch.  Our setups can be highly personalized when required so please ensure we know if you have any specific requirement.

When you place the order via the website there is an additional information box below the order summary at the checkout stage.  Enter your setup requirements there and this information will be shown to the tech during setup and Richard will also use it when play testing your guitar to make sure the guitar plays as you will be expecting.

Alternatively email orders@richardsguitars.co.uk your setup requirements and Teresa will update your order notes accordingly.

If you want any advice on having your guitar setup, you can discuss this directly with us either via live chat or telephone (01789 263333)

Throughout the order process you will receive email updates triggered by events occuring with your order.

These updates will naturally depend on the circumstances but will begin immediately upon receiving your order.

If you don't hear from us within 1 working day of you placing your order (so don't panic if you place your order Saturday night and you still haven't heard anything Monday) please do contact customer service on orders@richardsguitars.co.uk or give us a call on 01789 263333 during office hours


Quite simply Richard spends every day from the moment he wakes until very late at night talking about guitars with customers.  Richards Guitars is unique in as much as the owner of 21 years is literally available morning until night in this way.

This ensures you have literally no middle men to worry about.  Total contact when needed.

The live help facility is available for an update at any time and due to the ever changing nature of the workshop environment is it literally impossible to provide outbound updates on order progress.

When the guitar is through the system you are contacted and provided tracking details and in the mean time if you need anything you can request an update either via Teresa in order tracking or if you are desperate for a quick answer Richard is there online all hours as back up.

I would never stop you contacting me if you feel you need me but just remember just like in any business, just because you are contacting the owner of the business doesn't ALWAYS mean its the best path. 

As a general rule I would say try and contact customer service first via telephone (01789 263333) or email (orders@richardsguitars.co.uk).  If you feel unsatisfied by the results or have trouble contacting us you know I am here and can always give you an update personally.

The only reason I say this is because we have a system in place and I often find that too many cooks spoil the broth as they say - Chinese whispers can occur if you chat to me, leaving customwr support in the dark.

Of course I will update our systems whenever possible but due to the nature of live chat I may be speaking to you online when its not possible to update my system with the results of our chat.

As long as you are aware that maybe whatever I say to you - should be confirmed with customer support- we should be fine!

When you place an order with Richard it is important to remember that you are NOT dealing with a faceless catalogue but a specialist who will only provide you with a perfect instrument - even play tested before dispatch! 

As such, if you are expecting a next day delivery service you really are at the wrong place.  

So with that said, here is what happens from the moment you place your order:

* Richard receives notification of the new order.  If you have not already checked for stock availability Richard will do so and inform you if there is any possible delay due to lack of stock on that option.

* Your guitar is allocated its position in the "workshop queue" for its initial quality control, followed by the setup service.

* If your guitar falls below our own high standards either geometrically or cosmetically it will be rejected and replaced.

* Following successful QC and setup Richard play tests your guitar to ensure it meets the original customer criteria

* Your guitar is packed to ensure it arrives with you in the same high standard as it leaves.

* Delivery is arranged.  We use TNT (http://www.tnt.co.uk) which is a next day service.  You will receive an email confirmation that the guitar is leaving with tracking details which you can use at the TNT website.

* We prefer not to ship guitars on a Friday so as to avoid lengthy periods in storage at the TNT depot.

This process on average takes 7-10 days from day of order through to delivery to your door *

It is very important to note that if you have an urgency for the guitar we can still accommodate by prioritizing your specific order.  Just chat to Richard online who can give you an ETA. 

Please remember that ANY online service providing guaranteed next day delivery is NOT doing what we do!!  It is IMPOSSIBLE to carry out the work we do and provide the quality control and testing and ship on the same day of order (as standard).

* Godin guitars do not have a UK distributor.  They operate what they call "Godin Direct".  Their stock is dispatched directly from their workshops in Canada.  We carry a regularly updated stock sheet from Godin to provide stock availability.  Deliveries from Godin to the UK range in time between 1-4 weeks, averaging 2-3.  When ordering a Godin guitar please be patient.  Richard has specialised in Godin guitars for 20 years and you could not be in safer hands but we can only provide a more specific delivery time scale once the guitar is in our hands.  Thank you for your understanding.

 

 Need an update?

Every problem that occurs with one guitar effects the time the next guitar in line will take to get to their customer.  For a small selection of historic issues found with guitars visit our customer saves blog.

For this reason it is impossible to provide an exact date of delivery until the guitar has completed its setup.  In order to save ANY confusion about what level of communication you should expect regarding your order I make the following promise...

Once your guitar has been set up and is ready for dispatch I can provide a very specific delivery date as per your requirement.  This date WILL BE MET with 100% certainty.  You will receive an email with tracking information notifying you of the delivery.

Until the guitar has been set up and passed quality control no such promise can be made.  We can estimate, provide as honest a view as possible but due to the nature of the workshop environment a promise cannot be fulfilled 100% of the time. 

I will not (purely because it is impossible to do so) make outbound updates with comments such as "Still waiting for your guitar" or "your guitar is still in the queue" but I do provide LIVE SUPPORT via the website most days and most hours of the day to help provide you with an update in real time.  You can use this as often as you wish - that is what I provide it for so please feel happy to use it any time.

The best rule of thumb is IF YOU ARE CONCERNED, CONTACT ME ON LIVE HELP

When you do contact me I can look at the workshop queue and update you or chase the distributor - depending on the circumstances.  I will pass on information that is accurate to that moment.

I am writing this to avoid any misunderstandings

If you need the guitar fast and that is the total priority - PLEASE do not buy your guitar from me.  It will most likely be a mistake.  We are always (thankfully) extremely busy on the basis of my core service ethic and I would rather have 100% happy (but patient!) customers whose priority is a perfect guitar than 5% remain unhappy because it took "too long".


Meet Sally - Your Personal  Contact During Your Order

 

Once you have placed your order, you will receive a confirmation from orders@richardsguitars.co.uk  

If you reply to this email it is Sally who will be at the other end.

If you want to discuss any aspect of your order Sally will be happy to help, liasing both with the technician (Chris) and Richard. 

Order Status Information

 CLICK HERE to view your order progress via your status update page. 

You will need...
  • Your email address
  • 4 Digit Order Number (Provided in your order confirmation email)

Great news.

CITES restrictions are now over.  There is no issue delivering guitars internationally that contain rosewood.

Your guitar can be returned within 14 days for a full refund when buying online.

Return For Refund

Return carriage will be paid at our discretion depending on the circumstances surrounding the return.

 

Return For Replacement

If a replacement is required due to any kind of fault or damage in delivery full collection and replacement costs will be covered by ourselves.

 

How To Return Your Order

Please ensure the guitar is packed safely (we can provide advice) and a written note is attached 

Let us know what day you expect the guitar to arrive with us.

Please provide a written explanation with the guitar why the guitar has been returned so we can action things our side as efficiently as possible.

In the event of a refund being required we aim to complete your refund within 14 days from the confirmation of refund date when buying online.

Circumstances where refunds will be provided

  • If goods have been returned within the 14 day trial period when buying online
  • If a fault is found or develops within 30 days of purchase
  • If repair/replace options have been exhausted when covered under warranty beyond the 30 days of purchase
  • At our discretion if a guitar is returned without fault after buying in store.

100 GBP Added Value On Guitar Sales (Q&A)

Although we are meticulous in our preperation of our guitars during setup - even before the setup we will put the guitar through quality control.  

Quality control involves checking the guitar for cosmetic and functional aspects.  We are looking for defects that are beyond whet we believe is acceptable at the price point of the guitar.

It can be quite a grey area in some cases - especially when considering cosmetic issues.  

Wood for example has natural grain - sometimes which can look like cosmetically "unappealing" to one customer and highly attractive to another!

Rest assured after 25 years in the trade - with my main focus on making people happy - you get to know for the most part what your customers want - and will be inspired by.

Whilst it may be frustrating and cause further delay - we will always let you know if your guitar has failed quality control.

Our aim and first choice would be to replace the guitar for another.  

Depending on the severity of the issue you may want  a discount.  We always presume our customers want a perfect guitar but its understandable that in some circumsatnces the opportunity of a cheaper guitar may be a big bonus!

We will always be happy to take the appropriate action that you want from us.