Payments and Shipping
We always make sure that your order is despatched as efficiently as possible and it is delivered within the specified timeframe. If you have any problems then we are here to help, so please contact us as soon as you can, and we will put 100% into making sure that we can resolve any issues. If you require a specific time for your goods to arrive we can also offer non-standard shipping times, at an additional cost. Please contact us for further details if the standard delivery options do not suit you.
Delivery of Goods
1. Time of Dispatch
1.1. If you order an item that is in stock in our shop before 12 Noon Monday-Friday, we will endeavour to dispatch the goods that day.
1.2. This excludes Public Holidays and Bank Holidays.
1.3. If we are unable to dispatch an order on the same day due to stock errors, issues with quality control, or clerical errors in the order process, we will notify you of a revised delivery date, or provide you with the option of an alternate day of your choosing. We may also deliver some goods in several consignments, but we will not charge additional carriage for this.
2. Delivery Time
2.1. Instrument (guitars and ukuleles) and amplifier orders are dispatched using a Next Day Delivery (usually 24 hour) service using UK Mail / DHL. This means that your goods should arrive within one working day. Smaller goods are dispatched using Royal Mail on a 48-Hour service. This means your goods should arrive within a maximum of two working days.
2.2. This excludes deliveries to remote areas, which are defined in section 3.12. Deliveries to these areas will take 48-72 hours to arrive. The situation with regard to Covid-19 as explained in section 2.1. is applicable to deliveries in these areas. Occasionally delivery times will be extended.
2.3. We reserve the right to amend delivery estimates at any point in the order process and any such changes will be notified in writing and verbal communication. In some cases, orders of excessive size, weight or value may take longer than the estimated time.
2.4. We cannot be held responsible for delays in deliveries once under the care of our couriers. We will notify customers of any such delays. We will not be liable to any party for items delivered outside the specified delivery estimates.
2.5. Due to the ongoing situation we find ourselves in with regard to Covid-19 on occasion some deliveries are talking slightly longer than usual to arrive with our customers dependant on resources available at your local depot. This is unfortunate but I'm sure you will understand may be unavoidable at this time. We understand the frustration this can cause but we would like to assure you that 90% of all deliveries are delivered within the anticipated time frame. If you have provided your email / phone number then tracking is available through DHL/Royal Mail to inform you of the progress of your delivery. This situation is beyond our control. We apologise for any inconvenience this may cause.
3. Delivery to an Alternative Address
3.1. Orders to a delivery address other than the cardholder's billing address can be processed if the customer has been authenticated using 3D authentication (i.e. Verified by Visa, MasterCard SecureCode). We reserve the right to deliver only to the cardholder's billing address.
3.2. Orders purchased via PayPal can only be shipped to confirmed addresses. We will not ship to unconfirmed PayPal addresses under any circumstance.
3.3. Orders purchased using finance options can only be shipped to the address used in the credit agreement. We will not ship to alternative addresses for finance orders under any circumstance.
Cost of Delivery (UK Only)
4. Shipping Charges
4.1. The correct shipping charges will be automatically calculated on your shopping basket. These shipping charges vary by order value and the delivery service chosen. These are:
4.2. We reserve the right to charge additional delivery charges for extreme weight items, or orders that have been undercharged for shipping. We will offer a full refund if these charges are not satisfactory.
4.3. We reserve the right to charge additional delivery charges if a consignment is returned to us due to a refusal of delivery at your address. This charge is currently set at £20.00 per refused delivery. 4.4. Free shipping is available at certain times and on certain items where indicated on the product information page and/or on the home page. Free shipping is offered at the discretion of The Guitar Factory Ltd. and is strictly only available on delivery of items within mainland UK. Delivery to UK Islands and Scottish Highlands and Islands will incur a surcharge.
5. Cost of Delivery (International)
5.1. The correct shipping charges are available on request. We currently do not offer international shipping but may be able to do on request. Please contact us for more details.
6. Cost of Returns
6.1. If you change your mind about your order, you can return your purchase subject to Section 4. Cancellation & Returns Policy in its original condition within 14 days to for a full refund (minus any costs incurred by us for delivery and the subsequent return).
6,2. We reserve the right to charge for failed collections at a customer's address (i.e. no-one is present at the address, the address is obstructed, or the collection is refused). This charge is currently set at £20.00 per failed collection.
6.3. Any damage to goods incurred in transit must be reported within 24 hours of delivery. In this event, we will confirm the damage and if a claim is found valid, will collect the goods from you at no charge. A full replacement will be offered, or a full refund if goods are no longer in stock. We reserve the right to request photographic evidence to verify damage claims. We cannot be held responsible for damages caused by shipping or negligence if reported after 24 hours of the goods being delivered.
7. Ownership & Responsibility
7.1. Legal ownership of the goods ordered is passed to you at the point of delivery. From this point, you are responsible for the safekeeping and correct use of all goods. We will not be responsible for any damage or fault arising from incorrect storage or use. The validity and conditions of any refund/return will be affected by any damage considered to be caused through misuse or neglect.
7.2. The Directive on Consumer Rights (2011/83/EC) protects the legal right of EU customers to reject goods that are unsatisfactory quality, unfit for purpose, or not as described for 30 days after the date of delivery. Goods rejected under this act are eligible for a full refund.
8. Postal Zones / Remote Areas
8.1. We define the following as remote areas for the purposes of delivery: Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands.
8,2. We define the Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands using the following postcodes:
9. International Customers
9.1. We do NOT currently ship outwith the UK. We may consider a request to do so on certain items. In such cases new items will be sold without 20% UK VAT (Value Added Tax) but you will be liable for all import duty/tax upon arrival. For a shipping quote contact us by sending an email request to email@example.com