COVID19 Shipping Policy
Lockdown 2.0 & UK Courier Delays
Whilst we are open and operating as normal as possible, we, as all businesses, have been forced to adapt to the fluid and constantly changing situation.
Production Lead Times
Loose parts (anything that is not prewired) orders are packed and shipped within 1 working day (excluding weekends).
Prewired guitar kits can take up to 5 working days for assembly from point of order to being despatched, excluding weekends and public holidays.
There are major delays with Royal Mail shipping.
Our local sorting centre (West Midlands) operates limited working hours since the start of 2021 due to the ongoing pressures of COVID19 and it's impact on staff levels. It closes each day at 12 midday. Therefore, any orders placed after 11am will not be shipped until the following day.
The impact of the COVID Pandemic and the Christmas rush has resulted in major delays in rare instances, with a small proportion of deliveries taking up to 7 working days.
Please be patient - Royal Mail and all couriers have been superb throughout this pandemic. Replacement orders will not be sent or refunds not given until this 7 working day day period has passed. We must stress this is rare - most deliveries are arriving in good time.
We will always obtain a tracking number if shipped with Royal Mail which will be communicated to you directly.
For customer satisfaction, we currently offer Royal Mail Tracked 48 or DHL Express (next day) at the checkout. Choose whatever is most convenient for you.
Due to the current performance of Royal Mail, we may upgrade your shipping to DHL Express at our discretion (at no extra cost to our customers).
Please click here for Royal Mail servce updates.
Shipping refunds - we will not, under any circumstances, issue a refund on Royal Mail postage services. For example, if you pay for a Tracked 24 service, and it takes longer due to the COVID19 pandemic, we will not issue a refund. We will only offer a refund if you pay for a next day courrier service which does not turn up next day (DHL Express)
Alternatively, we now offer DHL Express as a shipping option which you can select at the checkout process. This is a fully tracked, next day service.
All International orders are shipped with DHL Express - there are no delays with DHL Express.
Thanks for your patience and thanks for supporting our business throughout this period.