We are proud not to drop ship as many of the large music retailers do. Every ukulele that we stock is right here in the shop and ready to go. Occasionally we receive two orders on the same day and have not had time to update stock, or an item is sold via another platform and is not in stock when you order. In these rare circumstances we will always email to ask whether you would like to wait for us to order another in for you or if you would like a full refund.
Most of our payments are processed via PayPal. You do not need a PayPal account to make an order – they simply process the payment. You can use a debit card, credit card, PayPal funds or even PayPal Credit to pay for your order. The decision is yours. Any refunds will be sent directly to the original payment option you choose.
We try to ship all items within a day of ordering and in the majority of orders this is the case. Occasionally it may take a little longer depending how much of a set-up is required and if there are special requests such as strap peg fitting. Matt sets up every ukulele my hand. This includes levelling and filing (if required), smoothing and polishing of frets, cleaning and conditioning the fretboard, setting the action (string height), setting up tuners, and a final QC. We are proud of this service and it differentiates us from larger retailers who send ukuleles out straight from their warehouse – often with intonation, tuning and playing issues.
Most items are sent via 24 hour courier (rare exceptions for accessories which are sent via Royal Mail) and you will receive and email with tracking details.
We try to price match fellow ukulele stores in the UK. If you have seen something at different price elsewhere please get in touch and we will try to match. Occasionally our customers have found items offered slightly cheaper by overseas suppliers (especially in Europe.) Please bear in mind their items are often drop shipped with no QC or set-up, from a warehouse – hence their costs are lower but the final product is inferior.
Any order placed on our website may be cancelled within 14 days of the order being delivered. The returns procedure as outlined below must be observed. Should you change your mind about an order, for whatever reason, we will refund you for the product alone once we have received it in its original condition. We reserve the right to refuse refunds if the goods are not received back in unused and saleable condition. If any goods returned to us without a fault under the Distance Selling Regulations show signs of use (effectively making the instrument second hand), no matter how small, a 25% restocking fee will be applied.
Damaged items – we make every effort to ensure that all orders arrive to your door in tip top condition. However, if you receive an item that is damaged please get in touch by email and we will either replace or refund the item including all postage costs for return delivery (as per your choice). You are responsible for the safe return of any item returned to us under the Distance Selling Regulations. We are not liable in any way for items that have been sent by you which do not arrive safely at our premises. Should this occur we will be unable to offer a refund and you will reclaim the full amount from the carrier.
Items purchased by customers must be used only for their intended purpose. If upon inspection any item is found to have been used inappropriately and no manufacturing fault is discovered, we will return the item to you and charge you 25% of the selling price to cover expenses incurred in testing the product plus the return postage costs. Any product found to have failed under normal usage will be repaired or replaced at our discretion. Items under manufacturers warranty may be returned to the manufacturers for specialist repairs. Please report any damaged or defective items within 24 hours of receiving the delivery.
We are unable to offer a warranty on used items, as these are sold on consignment for our customers as a favour – these are sold as seen.