Shipping and Returns Policy

Order processing & build time

  • All instruments are built to order with the exception of ‘stock’ items listed on the website.

  • Typical build time is 12-18 weeks from the date your deposit/payment is received. This does not include shipping time.

  • During busy periods or for more complex builds, lead times may be longer. If this happens, I will contact you with an updated estimated completion date.

Shipping origin & destinations

  • Orders are shipped from Suffolk, United Kingdom.

  • I currently ship within the United Kingdom and the EU.

  • If your country is not listed, please contact me before ordering.

Shipping methods & delivery times

  • Within UK: orders are shipped via UPS with tracking and insurance. Estimated transit time is 3-5 business days.

  • International orders are shipped via UPS with tracking and insurance. Estimated transit time is typically 10-21 business days, depending on destination.

  • These delivery times are estimates only and may be affected by customs delays, carrier issues, or other factors outside my control.

Shipping costs

  • Shipping costs are calculated at checkout based on destination and package size/weight, or quoted manually for custom orders.

Customs, duties, and taxes (international orders)

  • International customers are responsible for any import duties, taxes, or fees charged by their country’s customs office.

  • These charges are not included in my prices or shipping rates and cannot be refunded if you refuse delivery or return an item.

  • Delivery, damage & lost packages

  • All guitars are packed securely and shipped with tracking and insurance.

  • Please inspect your package as soon as it arrives. If your guitar arrives damaged:

  • Take clear photos of the packaging and the instrument.

  • Contact me within 7 days of delivery with your order details and photos.

  • I will work with you and the carrier to make an insurance claim and repair or replace the instrument where appropriate.

  • If a package is delayed or lost in transit, I will assist with a claim, but I cannot guarantee carrier timelines.

Failed deliveries & incorrect address

  • Please ensure your shipping address is correct at checkout.

  • If an order is returned to me due to an incorrect address, non‑collection, or refusal to pay duties/taxes, you will be responsible for any reshipping costs. If you choose to cancel in this situation, any refundable amount will be minus actual shipping costs and any non‑recoverable fees.

Changes to this policy

  • This shipping policy may be updated from time to time. The version on this page at the time you place your order will apply to your purchase.

Returns & Refunds Policy

Custom, made‑to‑order instruments

  • Every guitar is built to your chosen specifications (woods, finish, hardware, electronics, etc.).

  • Because of this, custom instruments cannot be returned or refunded for change of mind, preference, or minor variations in wood grain, colour, or tone.

Order changes & cancellations

  • You may request changes to your build spec within 7 days of placing your order, as long as work has not started or materials have not been ordered. I will keep you informed as the build progresses .

  • If you wish to cancel your order before work begins, I will retain part of your payment to cover design time and non‑refundable material costs. This will be confirmed with you in writing.

  • Once work has started, cancellations are generally not accepted, and any payments made are non‑refundable.

Defects & workmanship warranty

  • I stand behind the craftsmanship of my instruments.

  • If you believe your guitar has a manufacturing defect (not related to wear, damage, or environmental conditions), please contact me within 30 days of delivery with a detailed description and photos or video.

  • If a manufacturing defect is confirmed, I will, at my discretion: Repair the instrument, or offer a refund.

  • This does not cover:

  • Normal wear and tear (frets, finish, hardware, etc.)

  • Damage from improper storage, handling, accidents, or modifications/repairs done by others

  • Issues caused by extreme humidity/temperature changes.

Damage in transit

  • If your guitar arrives damaged in shipping, please see the “Delivery, damage & lost packages” section of the Shipping Policy and contact me within 7 days of delivery with photos of the box and instrument.

  • I will work with you to repair or replace the instrument where possible, subject to the carrier’s insurance process.

  • Customers are responsible for return shipping unless the item is defective or sent in error.


Return process (for eligible returns only)

To request a return, repair, or warranty claim, please email your email with:

  • Your order number

  • Photos or video of the issue

  • A description of the problem

  • Do not send any instrument back without contacting me first. Returns sent without prior approval may be refused.

Refunds

  • If a refund is approved, it will be processed to your original payment method within 7 business days of receiving the returned instrument, if a return is required.

  • Original shipping costs and any import duties/taxes paid are usually non‑refundable.