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Same Day Dispatch DPD Courier 30 Day Returns

Delivery & Returns

PRICING
String Set Pricing
Prices quoted are for 'per set' of strings. e.g. should a ten set price be quoted at £5.00 this would be £5.00 per set, so ten sets would be £50.00.

Price Matching Policy
We believe we have the fairest pricing structure for all strings & instrument accessories. However, if you find strings or accessories advertised in the UK mainland at a genuine better price (including delivery) we will attempt not only match the price, but try and better it! Don't hesitate! Just email info@stringsdirect.co.uk or call our hotline on 01702 540068 (option 1).

**Please note this does not apply to auction sites or to post sales.**

DELIVERY

Time scales, delivery estimates, and delays are quoted in working/business days (Monday - Friday excl. public holidays).

Delivery Charges
All UK mainland orders of £49.99 or less carry a £1.99 delivery charge. UK (excluding Highlands and Islands) orders of £50.00 or over qualify for free delivery unless you have selected a premium delivery service (i.e. Next Day Delivery).

International Delivery
All International orders are sent via Royal Mail unless explicitly specified. The Royal Mail Services are listed below. For global mail services Royal Mail collect the package from our premises and fly the parcel to the country destination. Royal Mail then inject the parcel into the local postal system and your parcel is delivered via your own country’s postal service.

  • Royal Mail Global Mail Standard - this is an untracked service which usually takes around 3-5 days dependent on the country.
  • Royal Mail International Tracked - same as the standard global mail but can be tracked during transit.
  • DPD Classic International Courier - fully tracked 3-5 day courier service.
  • DHL Express International - fully tracked 1-2 day courier service (usually next day delivery).

The delivery charge is a reflection of order value, size and weight.  We do our utmost to keep these charges as low as we can. You can estimate delivery charges within your shopping basket.

When can I expect to receive my order?
Orders received before 3pm Monday to Friday will be dispatched that same day. Delivery is by Royal Mail ‘First Class’ post and is usually next day but can typically take between 1-3 workings days from the date of posting. Delays can occur if circumstances beyond our control disrupt postal services. Please make sure you have thoroughly checked any details you’ve provided to us.

Most small orders are sent in bespoke boxes that are designed to fit through standard size letter boxes.  However, although it is advised but not a necessity, we do ask customers to set the delivery address to a premises where someone will be available to take delivery of the package, no matter how big or small the order.

Expedited Delivery
If you absolutely require guaranteed next day delivery, we can offer a Royal Mail ‘Special Delivery’ service which is only guaranteed for weekday deliveries and your order must be placed before 3pm, Monday - Friday. This service can be added by selecting ‘UK Royal Mail Special Delivery’ at the checkout stage. There is a £9.99 additional cost for ‘Special Delivery’ before 1pm or you can select our DPD Local Next Day Service (again weekdays only for delivery).  Saturday and Sunday services are available with DPD Local upon request and priced at checkout for applicable areas.

**Please Note** Some premium delivery services are not always available to Channel Islands, Highlands and Islands postcodes and may incur a higher delivery cost.

Oversized Orders
Larger orders over 2kg (e.g. Multi-Effects, Amps, Guitars or Guitar Stands etc…) have to be sent by courier and delivery times are between 9am and 5pm weekdays. A signature is required on delivery. Our courier will keep you up-to-date via text message (providing you add your mobile number to your details of your order) but if you are definitely going to be unavailable please contact us immediately.

Missing or Delayed Items
Please note that we will need to wait 14 days before being able to replace or refund lost items within the UK.  For international orders this timeframe may significantly increase depending on the delivery country.

If your order has not arrived at the delivery address within the 14 day period please contact us at  info@stringsdirect.co.uk.

RETURNS & REFUND POLICY
Returns
To arrange a return please contact Brandon in our Returns Department by phone 01702 540068 or email brandon@stringsdirect.co.uk and we will issue you with a returns number.

30 Day Money Back Guarantee. Buy with confidence online & mail order.
Once you have received your product from us you have 30 days to decide that you definitely want to keep it.  We’re sorry if it’s not suitable for you for any reason and you’re entitled to return it for a replacement or full refund including standard delivery charges.  In accordance with the Distance Selling Regulations, any goods can be returned for any reason within 30 days for a refund. All returns must be confirmed by email or phone in order to obtain a returns number.  If you do not contact us before returning any items processing time will be significantly increased and carriage charges will be applicable.

Any items returned within our 30 day policy must be in original condition with all original and undamaged packaging. You can either return it to us yourself at your own expense, or contact us and we will arrange collection. Please note, this service is chargeable and the average cost for a collection by courier is £15.00. Items that are special ordered or bespoke are not covered under this returns policy. This returns policy does not apply to any items that are special orders unless they are faulty.

Exceptions
Some items will only be eligible under the 30 day policy above if they are returned to us completely unused and sealed in the original packaging.  These items (unless proven faulty according to the conditions in the ‘Faulty Goods’ section) include but not limited to:

  • Strings
  • Software
  • In-ear monitors
  • Earplugs & Ear Protection
  • CDs & DVDs

Faulty Goods
If a product becomes faulty within 28 days of the date of delivery, we will arrange for the collection and replacement of faulty goods within the UK. Outside of 28 days from the date of delivery to a maximum of 12 months, we will arrange for the return of faulty goods from us to the manufacturers for repair, under the terms of manufacturer's warranty. Any returned goods must be properly packaged and suitable for transportation. After 12 months the purchaser will be liable for any carriage costs and repair costs (unless of course the item still falls within the manufacturer's warranty period).

This policy is invalidated if the goods have been altered in any way from their original condition, or if the fault is due to misuse by the purchaser and we reserve the right to assess any goods before agreeing to take any action. Goods cannot be returned as faulty where a specific defect in the product was brought to the attention of the customer at the point of sale.

Refunds can only be made by the method originally used to pay for the goods. The funds should appear on the customer's bank statement within 3-5 working days - please note that refund times are dictated by the card issuers and are outside our control.