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Help & Contact

Please select the subject below and click for more information.
  • Where is my order?

    Where is my order?

    All orders placed before 2pm on a weekday are dispatched same day.  We use Royal Mail 1st Class Post as standard which is typically 1-3 days delivery time.  On the very odd occasion Royal Mail can mis-sort a parcel which can add 3-5 days to delivery times. Please bear with us as these circumstances are out of our control.  If you haven't received your order within 10 days of dispatch please let us know and we will rectify the situation.

    We use Intelrink Express for our 24h premium service who will email or text you a delivery window for your goods, for example: "Your parcel is out for delivery today and will be delivered at the specified address between 1.30pm - 2.30pm".  If you have any problems, you can track your order via the link below or contact Interlink Express directly.

    http://www.interlinkexpress.com/content/how-can-we-help/

    For international orders we use Royal Mail International Mail. Delivery is approximately 3-7 days but please allow up to 21 days for delivery as delays can occur.

    For any further issues please contact us and we will do our best to sort them out.

  • How do I check if an item is in stock?

    How do I check if an item is in stock?

    All items listed on our site are linked to our live stock feed. If an item is in stock, it will indicate this on the product page stating "Order Now - Usually Dispatched within 24 hours".

    If an item is out of stock, the listing will state "This item is currently out of stock".

    With "Out of Stock" items, we have a feature on the product's main page to "email you when back in stock". Simply add your email address into the field and as soon as the stock becomes available, an automatic email is sent direct to your inbox with a link to purchase the item.

  • You have sent me the wrong item

    You have sent me the wrong item - what happens now?

    If you receive your order and we have sent you the wrong item please contact us via email at info@stringsdirect.co.uk.  We will send the correct item straight away along with an "SAE" (stamped address envelope/freepost address) so you can send the incorrect item back at no cost to you.

  • I've forgotten my password

    I've forgotten my password 

    If you have forgotten your password you can go to the link below and click "Forgotten Password?".

    https://www.stringsdirect.co.uk/register/

    You will be emailed a link to reset your password ready for use straight away.

    If the problem persists, please email us at info@stringsdirect.co.uk and we can resolve this for you.

  • My order contains a faulty item

    My order contains a faulty item 

    If you receive an order and find there's a faulty item enclosed, please contact us via email at info@stringsdirect.co.uk explaining the issue.  You may be asked to provide a photograph of the faulty item.  We will send a replacement item out straight away with an "SAE" (stamped addressed envelope/freepost address) to return the faulty item at no cost to you.

  • Part of my order is missing

    Part of my order is missing.

    If you receive your order and there is an item missing, please contact us at info@stringsdirect.co.uk and we will send the missing part of your order out straight away.

    If you have received an incorrect item please see: www.stringsdirect.co.uk/you-have-sent-me-the-wrong-item-i104

  • Can I pre-order an item?

    Can I pre-order an item?

    Yes you can - We have a pre-order system on the site.  If an item is out of stock or a new product is yet to arrive, you can "PRE-ORDER" it & reserve the stock. You can do this on the main product listing page.

    When the new stock arrives, your order is processed and dispatched the same working day. This is often useful - especially around Christmas or if a new hot product is about to be launched and you don't want to miss out!

    *Please note funds are taken when the pre-order is placed.

  • I want my delivery address to be different to my billing address

    I want my delivery address to be different to my billing address

    To change your delivery address follow these simple steps.

    1) Login to your account 

    2) Add the products you would like to your basket & go to checkout

    3) Select Pay with Card or Pay via PayPal

    4) You will be taken to the ORDER SUMMARY page where you can select DELIVERY ADDRESS

    5) Select EDIT and from this screen you can apply your preferred delivery address

    6) Click UPDATE ADDRESS to confirm the changes

  • I have entered the wrong address - how do I change?

    I have entered the wrong address - how do I change it?

    If you have entered the wrong delivery address on your online order please contact us asap via email at info@stringsdirect.co.uk and we will get this changed for you before the order is dispatched.  Please note: we dispatch orders same day on weekdays if ordered before 2.30pm - order turn around is generally less than 30 minutes in working hours so please make sure you contact us urgently.  If the order has already been dispatched we cannot change the delivery address as it will have left our premises.

  • How do I know if my order was successful?

    How do I know if my order was successful?

    If your online order has been successful, you will receive a confirmation email within 15 minutes.  If you have not received the email it is possible that you have entered your email address incorrectly or that the email has been moved to your spam/junk folder.  Please login to your account to confirm your order is in your order history and pending dispatch.  You can find the login area via the link below.

    https://www.stringsdirect.co.uk/register

  • How do I use my discount code?

    How do I use my discount code?

    To use a discount code follow these simple steps:

    1) Add everything you need to your basket

    2) Go to the checkout

    3) Click on Got a Discount Code? Click here to Apply it

    4) A small box should appear where you can enter your discount code

    5) Click APPLY and your discount should be applied to your total order

    6) If the discount does not appear, you may not be logged into your account. Please do so first.

    If you have any problems please contact us at info@stringsdirect.co.uk

  • Can you quote me a price before I order?

    Can you quote me a price before I order?

    If you would like something you do not see on our site please contact us via email at info@stringsdirect.co.uk and we will gladly get a quote for you for both price, delivery and timeframe.

  • Do you sell gift vouchers?

    Do you sell gift vouchers?

    We do indeed sell gift vouchers. Please follow the below link where you can buy vouchers in the amount of your choice. You will be emailed the voucher code to use online. There is also a printable PDF version of the vouchers you can give as a gift if needed.

    http://www.stringsdirect.co.uk/gift_vouchers

     

  • Can I order something you do not have listed online?

    Can I order something you do not have listed online?

    If you would like something you do not see on our site please contact us via email at info@stringsdirect.co.uk and we will gladly get a quote for you on price, delivery and timeframe.

  • Can I collect in store?

    Can I collect in store?

    Yes you can collect from our retail store.  We are located in Rochford, Essex, near Southend Airport.  Our address is below.  Please contact us to double check we have what you need in stock and we will happily put it by for you ready for collection. Email info@stringsdirect.co.uk.

    Collection Address

    Strings Direct
    Unit 1 & 2, Roachview Business Park
    Millhead Way, Purdeys Industrial Estate
    Rochford
    Essex, SS4 1LB.

    Store Opening Times - Monday to Friday 10am to 5pm

  • You haven't replied to my email

    You haven't replied to my email?

    We always reply to emails during working hours (Monday-Friday 9am-5pm) If you have not received a response from us that usually means the email has not reached us. Please resend the email or contact us via phone 01702 540068 and we will deal with your query straight away.

  • When will my order be dispatched?

    When will my order be dispatched?

    All orders placed before 2.30pm on a weekday are dispatched on the same day. We use Royal Mail 1st class post as standard which is typically 1-3 days delivery time, unless you have selected a premium next day delivery service which is usually 24 hours.

    For International orders, we use Royal Mail International Mail Standard or Tracked - delivery is usually around 3-5 days but please allow up to 21 days for delivery as delays can occur. We do also offer international courier services for faster delivery. Shipping costs will be quoted at checkout for these services.

  • How long is delivery?

    How long is delivery?

    All orders placed before 2.30pm on weekdays are shipped the same day and delivery times are listed below.

    • Royal Mail First Class Post (Our standard service) Usually 1-3 days
    • Interlink Express Courier - 24 hours - Does not deliver on Saturdays
    • Royal Mail International Standard - Usually 3-5 days delivery
    • DPD International Courier - Usually 2-3 days delivery

    **Please note delays can occur which is out of our control.

  • How is my order packaged?

    How is my order packaged?

    All orders are packaged in bespoke cardboard boxes that will fit through a letterbox where possible. We use boxes as much as possible to ensure no damages during delivery.

    Larger orders are packaged in boxes and fully bubble wrapped where needed for maximum protection in transit.

     

  • How is my order sent?

    How is my order sent?

    All orders placed before 2.30pm on weekdays are shipped the same day and delivery times are listed below.

    Royal Mail 1st Class Post and International Mail is our standard services - however we do use Interlink Express courier for UK orders over £75 or larger size orders that the Royal Mail will not accept.

    • Royal Mail First Class Post (Our standard service) Usually 1-3 days
    • Interlink Express Courier - 24 hours - Does not deliver on Saturdays
    • Royal Mail International Standard - Usually 3-5 days delivery
    • DPD International Courier - Usually 2-3 days delivery

    **Please note delays can occur which is out of our control.

  • What is my tracking Number?

    What is my tracking Number?

    If you selected tracked delivery at checkout, the courier company (Interlink Express or Royal Mail) will send you an automated email with the tracking number for your parcel.

    If you have ordered a large item or your order is over £75 this will automatically be upgraded to a tracked service. You will also receive an email from the courier company (Interlink or Royal Mail) so you can track your parcel.

    If any problems occur please contact us via email at info@stringsdirect.co.uk

  • Which couriers do you use for deliveries?

    Which couriers do you use for deliveries?

    As standard we use Royal Mail 1st class post for all UK based orders. We also use Interlink Express courier as a premium service and for orders over £75 or for items that are to bulky to be taken via Royal Mail.

    For international orders we use Royal Mail International Standard Mail or DPD Courier for larger orders.

    If you would like us to use a different courier for any deliveries please contact us via email at info@stringsdirect.co.uk and we'd be happy to quote price of delivery for you.

  • How much is delivery?

    How much is delivery?

    For UK orders, delivery charge is £1.99 for all orders under £50. We offer Royal Mail Special Delivery Before 1pm (weekdays only) at £9.99. Orders over £50 postage is free of charge. We do have a premium next day service via interlink express courier which is £7.99. We also offer free interlink courier on orders over £75.

    International delivery rates range and start from £4.99 for Standard International mail and rise for Premium Courier services. 

    If you are unsure you can always add items to your basket and the website will calculate the delivery costs for your order.

  • Can I track my delivery?

    Can I track my delivery?

    With any orders that are given a tracking number (which you will receive via email or text from the courier company) you can track the orders progress via the links below.

    For Royal Mail Services

    https://www.royalmail.com/track-your-item

    For Interlink or DPD Services

    http://www.interlinkexpress.com/content/how-can-we-help/index.jsp

    If you have any problems by all means drop us an email at info@stringsdirect.co.uk

  • Why hasn't my order arrived?

    Why hasn't my order arrived?

    If your order has not arrived after 10 working days (21 days for International orders) it could be lost in transit. Please contact us at info@stringsdirect.co.uk and we will email you a lost parcel declaration form to sign and resend the goods for you as soon as possible.

  • How do I know if my item has been dispatched?

    How do I know if my item has been dispatched?

    Once your order has been dispatched you will receive an email confirmation.

    Orders placed Monday to Friday before 2.30pm is usually same day dispatch.

    If there are any issues with your order we will contact you immediately to rectify it.

  • What if I'm not home to take delivery?

    What if I'm not home to take delivery?

    Most small to medium size orders will be flat packed in bespoke boxes that will fit nicely through a letterbox so being at home for delivery is not needed.

    Ideally it is better to select an address at which someone is available to take delivery.  If no one is available for courier orders, a "we missed you" slip will be left so you can contact them and arrange re-delivery at a time that is convenient for you. 

    **Interlink courier will text or email you a time slot on the morning of the delivery day - if its not suitable for you - you can arrange re-delivery or other options via the text or email.

  • Do you deliver to my country?

    Do you deliver to my country?

    We deliver to most countries. You can check out all the countries we deliver to by adding something to your basket and viewing the drop down country menu.

    For any problems with this or special delivery quotes, please contact us via email at info@stringsdirect.co.uk

  • I've ordered the wrong item - how do I return/Exchange?

    I've ordered the wrong item - how do I return/Exchange?

    1) Log into your account & go to "My Order History"

    2) Click on "View" for the order you wish to return

    3) From here you can select the specific items you wish to return and tick the box to the right

    4) After selecting the products you wish to return - click "Return Item"

    5) Then select the reason for your return from the drop down menu and click "Return Item"

    6) You will then be emailed a Returns Confirmation with your Returns RAN Number & a downloadable/printable version of your returns form.

    7) Print off the Returns form and send the items back with the completed form to the Returns Address located on the form.

    8) Once received, we will process your return usually within 48 hours (more often than not it is within 24 hours)

    Please bear in mind that refunds can take up to 3 days depending on the original payment method e.g Paypal refunds are immediate.

    If you have any problems with this process please contact us via email at info@stringsdirect.co.uk. 

  • How do I return an item?

    How do I return an item?

    1) Log into your account & go to "My Order History"

    2) Click on "View" for the order you wish to return

    3) From here you can select the specific items you wish to return from the check box to the right

    4) After selecting the products you like to return - click "Return Item"

    5) Then select the reason for your return from the drop down menu and click "Return Item"

    6) You will then be emailed a Returns Confirmation with your Returns RAN Number & a downloadable/printable version of your returns form.

    7) Print of the Returns form and send the items back with the completed form to the Returns Address which is also located on the returns form.

    8) Once received we will process your return usually within 48 hours (more often than not its within 24 hours)

    If you have any problems with this process please contact us via email at info@stringsdirect.co.uk. 

  • What is your returns policy?

    What is your returns policy?

    PLEASE NOTE WE HAVE AN EXTENDED CHRISTMAS RETURNS POLICY UNTIL 7TH JAN 2016

    In accordance with Distance Selling Regulations, any goods can be returned for any reason within 30 days for a full refund. All returns MUST be confirmed by email or phone in order to obtain a returns number.

    Buy with confidence online & mail order. If you don't like it return it to us with in 30 days in its original condition & in original undamaged packaging and we will give you a full refund.
    Returned goods must be in their original condition and original undamaged packaging. If you decide that you do not wish to keep an item 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 £14.99. This returns policy does not apply to any items that are special orders unless they are faulty.

    Within 30 days of the date of delivery, we will arrange for the collection and replacement of faulty goods within the UK. Outside of 30 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. Any period 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.  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.

    Refunds should be immediate if made via Paypal or around 3-5 days if made by credit or debit card.

  • How long before I get a refund?

    How long before I get a refund?

    Refunds can only be made by the method originally used to pay for the goods.

    Refunds should be immediate if made via Paypal or around 3-5 days if made by credit or debit card

  • How long before I get an exchange?

    How long before I get an exchange?

    As soon as the returned goods arrive we will turn them around within 48 hours and send out via 1st class post which is usually 1-3 days delivery.

  • I was refunded less than I was expecting?

    I was refunded less than I was expecting?

    If you were refunded less than you expected please contact us via email at info@stringsdirect.co.uk and we will sort any error out straight away.

    Please note for non faulty goods - original postage costs will not be refunded.

  • Who pays for return postage?

    Who pays for return postage?

    If the goods are faulty, we will send you a 'SAE' (stamped addressed envelope) or email you our Freepost address to return the item at no cost to yourself.

    If you are returning non faulty items, return postage costs will not be covered.

  • When will my card be charged?

    When will my card be charged?

    When placing an order online, your payment method is charged at the point of purchase immediately.

  • Is it safe to order online?

    Is it safe to order online?

    It is 100% safe to order through our secure checkout.

    Our Systems are PCI-DSS Level 1 compliant
    Checkout pages are 256bit encrypted using an SSL certificate.

  • Do you accept Paypal?

    Do you accept Paypal?

    We do accept Paypal payments. We have a Paypal checkout built into the site and also can accept payments outside of the website. 

    Our paypal account email address is info@stringsdirect.co.uk

  • Do you accept gift vouchers?

    Do you accept gift vouchers?

    We do indeed sell & accept gift vouchers. Please follow the below link where you can buy the amount of vouchers of your choice.  You will be emailed the voucher code to use at the online checkout. The email will include a printable PDF version of the vouchers you can give as a gift if needed.

    http://www.stringsdirect.co.uk/gift_vouchers

     

  • My payment won't go through - can you help?

    My payment won't go through - can you help?

    If your payment will not go through or you are having issues at the checkout, please contact us on 01702 540068 or via email at info@stringsdirect.co.uk and we will sort any issues out straight away.

    We can take payment via debit or credit card over the phone & also process a manual payment via Paypal if needed.

    Please note - we do not accept cheques

  • Can I get more information on a product?

    Can I get more information on a product?

    If you need some extra details on any of our products feel free to email us at info@stringsdirect.co.uk and we will get any information you need as quick as possible.

  • Are your products genuine?

    Are your products genuine?

    All items we sell are purchased directly from official suppliers and are in no way fake or falsely imported. All items have supplier barcodes and MPN's ( Manufacturer Part Numbers) on the packaging.

  • What credit cards do you accept?

    What credit cards do you accept?

    We accept all major credit and debit cards.

    **The only credit cards we do not accept is American Express**

  • How do I search for a product?

    How do I search for a product?

    You can search the site using the main navigation bar and drop down menus.

    If you are looking for something specific you can use the search bar and type in any relevant keywords to which the site will populate all in stock items.

    If you have any problems looking for an item you cannot find, feel free to contact us via email at info@stringsdirect.co.uk

     

  • Who can I speak to for technical advice?

    Who can I speak to for technical advice?

    For any technical advise please contact via email at info@stringsdirect.co.uk or call our hotline 01702 540068 during office hours Monday to Friday 10pm to 5pm.

    Our guitar technician Chris is in store every Tuesday, Wednesday & Thursday from 10pm to 5pm and is available to go through any questions you may have.

     

  • I'm having general issues buying from your site

    I am having general issues buying from your site?

    For any general issues with using our website please contact us directly at info@stringsdirect.co.uk or call us during office hours Monday to Friday 10pm to 5pm and we will help in anyway we can

  • What is bass scale length?

    What is bass scale length?

    You may see bass string sets advertised in short, medium, long or extra long/super long scale.  It can cause some confusion but it's actually fairly simple when you know.  You may hear people refer to 'Scale Length' or "Speaking Length' of the string but the extra terms are needlessly confusing; we're going to call it Scale Length here and below is how you work it out.

    How to measure your scale length:

    While your bass still has it's current set of strings on make a mark just after the top nut on the lowest (thickest) string.  Now detune and take that string off and measure the distance from the Brass ballend to the mark you've just made.  This measurement will give you your scale length.

    I know the scale length, which strings do I need?

    • Up to 32" = Short
    • 32" - 34" = Medium
    • 34" - 36" = Long (Standard)
    • 36" - 38" = Super Long/Extra Long
  • How can I contact you?

    Need Help? Contact us and we are happy to help!
    ------------------------------------------------

    Need some guitar advice?
    Need to know which strings will fit your guitar?
    email: guitartech@stringsdirect.co.uk

    Need help with an order?
    Need to update your address or change part of your order?
    email: orders@stringsdirect.co.uk 

    Need help with a delivery?
    Need a tracking number or an update on your order status?
    email: delivery@stringsdirect.co.uk

    Need help using the website?
    email: techsupport@stringsdirect.co.uk 

    ------------------------------------------------

    Mail Order Hotline: 01702 540 068

    Calling from outside the uk? 0044 1702 540 068
     
    Strings Direct - Mail Order
    Mon-Fri: 10.00am - 5.00pm
    Saturday: CLOSED
    Sunday: CLOSED
     
    You Can Visit our Shop - Personal Visitors
    Mon-Fri: 10.00pm - 5.00pm
    Saturday: CLOSED
    Sunday: CLOSED
    TEL: 01702 560 594
     
    Email us: info@stringsdirect.co.uk
     
    Music Factory Ltd t/a Strings Direct is a company registered in England and Wales with company number 4226132.

    Strings Direct,
    Units 1 & 2, Roach View Business Park,
    Millhead Way, Purdeys Industrial Estate,
    Rochford,
    Essex SS4 1LB

     

  • Can I open a trade account?

    Can I open a trade account?

    We do not offer trade accounts but do offer a small discount to small shops, guitar tutors or rehearsal rooms.

    Please contact us for details at info@stringsdirect.co.uk

  • Can I see my order history?

    Can I see my order history?

    Yes. You need to login into your account and view all old orders & history.

    You can even duplicate an old order to save time searching the site.

     

  • Can I order something you do not have listed online?

    Can I order something you do not have listed online?

    If you wish to order something we do not stock or have online, please contact us at info@stringsdirect.co.uk

    We will be happy to get you a quote for price & delivery on any products you might need.

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