UPS, insured for the full value. The only UK carrier that will.

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

Typical build time is 12 to 16 weeks from the date your deposit or 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, we will contact you with an updated estimated completion date.

Orders are shipped from Suffolk, United Kingdom.

Custom commissions are open to all countries. A guitar bought from stock goes to the United Kingdom, or you collect it. For anywhere else, write to us first.

Within the UK, orders are shipped via UPS with tracking and insurance. Estimated transit time is 3 to 5 business days.

International orders are shipped via UPS with tracking and insurance. Estimated transit time is typically 10 to 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 our control.

Shipping costs are calculated at checkout based on destination and package size and weight, or quoted by hand for custom 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 our prices or shipping rates and cannot be refunded if you refuse delivery or return an item.

Please inspect your package as soon as it arrives. Do not sign for a damaged carton as received in good condition, photograph the box before you open it, and keep all of the packaging — a claim can be refused without it. Tell us within 48 hours of delivery, with your order details and the photographs.

We make the claim, not you. If an instrument is damaged in transit, we do not repair it: you choose whether we build you a replacement to the same specification or refund everything you have paid, including the shipping and the insurance. Either way the instrument comes back to us, at our cost. If it is lost, the same choice applies.

If a package is delayed, we will chase it with the carrier, but their timelines are not ours to promise.

I won't offer repairs for obvious reasons. I'd be gutted if I ordered a guitar that arrived smashed then had to suffer it being 'repaired' before I even played it.

Please ensure your shipping address is correct at checkout.

If an order is returned to us due to an incorrect address, non-collection, or refusal to pay duties or 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.

Every guitar is built to your chosen specifications: woods, finish, hardware, electronics. Because of this, custom instruments cannot be returned or refunded for change of mind, preference, or minor variations in wood grain, colour, or tone.

A Tone Control guitar is finished before you buy it, so you have 14 days from the day it's delivered to change your mind, for any reason. Tell us in writing within those 14 days (a reply to your order mail is fine), then send it back within 14 days of telling us.

It has to come back as it left: in its case, with everything that came with it, and handled no more than you would handle it in a shop. If it comes back worn or damaged, we can take off what it has lost in value.

Return postage is yours, insured for the guitar's full value. Or bring it back to the shed, by appointment. We refund what you paid, including the standard delivery charge, within 3 days of getting it back, to the card you paid with.

We stand behind the craftsmanship of our instruments. If you believe your guitar has a manufacturing defect, not related to wear, damage, or environmental conditions, please contact us within 30 days of delivery with a detailed description and photos or video.

If a manufacturing defect is confirmed, we will, at our discretion, repair the instrument or offer a refund.

This does not cover normal wear and tear (frets, finish, hardware); damage from improper storage, handling, accidents, or modifications and repairs done by others; or issues caused by extreme humidity or temperature changes.

To request a return, repair, or warranty claim, email us with your order number, photos or video of the issue, and a description of the problem.

Do not send any instrument back without contacting us first. Returns sent without prior approval may be refused. A guitar from stock returned within its 14 days needs only your word that it's coming.

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

If a refund is approved, it will be processed to your original payment method within 3 days of receiving the returned instrument, if a return is required.

Otherwise, original shipping costs and any import duties or taxes paid are usually non-refundable. A guitar from stock returned within its 14 days has its standard delivery charge refunded too.