Orders, Returns and Refunds
Status of your Order
Once an order is placed through our webshop you will receive two or more confirmation emails. All pickups are wound to order so this process will take on average 3-5 days from Order received to Order complete.
- Order Received: Payment received and acknowledgement from PayPal
- Order Processing: Your pickups are being made in our workshop and will usually be ready for sending within 48 hours.
- Order Complete: Your order has been tested boxed and is ready for shipping (within 24 hours).
- Order Cancelled: Your order has been cancelled either by you or us
Custom orders may take longer depending on individual requirements but these will be agreed with you first.
Amending or Cancelling an Order
If your order hasn’t been shipped or posted, you can request changes, remove items from your order, or cancel it completely. Sometimes orders will move quite quickly from Received to Complete, so while you may use email, contact page, or facebook to inform us of your intention to amend or cancel an order, the best way to ensure this is by telephone.
UK +44 7799 417775
USA +1 (310) 299-2760
9am to 10pm GMT (Mon to Fri)
Tracking your order
Most orders are shipped via Royal Mail, 1st class Recorded (UK), or International Tracked & Signed, so will require a signature. To reduce admin costs, tracking information is not currently sent automatically, however if you have not received your order within 1 week after you receive your Order Complete confirmation email, please let us know and we will investigate. Tracking information can be provided on request at any time after the order has shipped.
If you’re unhappy with your purchase, or would like to exchange it for another model, please let us know. Unless faulty, we’d like this to be within 90 days of purchase.
You can let us know by emailing firstname.lastname@example.org, and we will get back to you within 24 hours with shipping labels, courier details or any additional return information you may need to help process the return. (We usually request that any return is sent via your local normal recorded or registered post with proof of posting).
We will refund 100% of the purchase price to the person who originally placed and paid for the order, and we will also refund return shipping costs. If you return the item to us by post, or courier it can take up to 14 days from your returning the item(s) to receiving your refund or exchange, however we will process returns as quickly as possible.
Terms & Conditions
- We may require you to send us proof of purchase and/or copies of shipping receipts
- It is important that any unwanted item, unless faulty, is returned in a reasonable resalable condition. We’d expect this to mean that you’ve kept all original packaging , and that it’s undamaged.
- Pickups that have had their leads shortened may incur a lead replacement charge.
- Where a product has been specifically customised or otherwise personalised for you, unless faulty, we’re unable to refund or offer an exchange.
Note: Our 90 day return policy is intended to allow you reasonable time to install and test your pickups in the main scenarios you intend to use them. We do not expect pickups to be returned in “perfect” condition, to clarify , minor scratches or blemishes that would be expected from normal playing wear will be accepted. Items showing dents, deep scratches or other damage from rough treatment may be rejected or incur a repair charge.