Question 1

Are all items in stock?

Accepted Answer

Yes. Everything available through the online shop is in stock and ready to ship at the time of purchase. We do not sell custom or made‑to‑order items through the website.

Question 2

Can I order custom or bespoke items?

Accepted Answer

Not through the online shop. If you’re after something bespoke, get in touch directly — availability depends on the maker and lead times.

Question 3

Are all products made by you?

Accepted Answer

No. We work with a range of independent makers and manufacturers. Some products are sold on behalf of third‑party makers — this will be clearly stated on the product page.

Question 4

Do you inspect items before shipping?

Accepted Answer

Yes. Items are checked before dispatch, especially high‑value instruments and cases.

Question 5

Who handles warranties?

Accepted Answer

Where applicable, warranties are provided by the manufacturer or maker. We’ll help facilitate communication if needed.

Question 6

Can I change or cancel my order?

Accepted Answer

If your order hasn’t been dispatched yet, contact us as soon as possible. Once an order has shipped, it cannot be cancelled.

Question 7

How long will my order take to ship?

Accepted Answer

Orders are usually dispatched within 2–5 working days. Delivery times vary depending on the courier and destination.

Question 8

Do you ship internationally?

Accepted Answer

Yes — except for Hiscox Cases, which are UK delivery only due to territorial licensing restrictions. All other eligible products can be shipped internationally.

Question 9

Why can’t Hiscox Cases be shipped internationally?

Accepted Answer

We hold a UK‑only licence for Hiscox Cases. International sales are restricted by territory and cannot be fulfilled. Please visit hiscoxcases.com for more information.

Question 10

Will I have to pay customs charges?

Accepted Answer

For international orders: customs duties, import VAT, and local taxes are the customer’s responsibility. We do not mark shipments as gifts or undervalue items.

Question 11

What is your returns policy?

Accepted Answer

UK customers may return eligible items within 14 days of delivery, provided they are unused, in original condition, and with original packaging. Full details are on our Shipping & Returns page.

Question 12

Who pays for return shipping?

Accepted Answer

Return shipping costs are the customer’s responsibility unless the item is faulty.

Question 13

How long do refunds take?

Accepted Answer

Approved refunds are processed within 5–10 working days after the returned item is received and inspected.

Question 14

What if my item is faulty?

Accepted Answer

Contact us within 7 days of discovering the issue. Provide photos and a description of the fault, and we’ll arrange a repair, replacement, or refund as appropriate.

Question 15

What if my order arrives damaged?

Accepted Answer

Note any damage with the courier where possible, and contact us within 24 hours with photos. This helps us resolve issues quickly.

Question 16

Do you have a physical shop?

Accepted Answer

Yes — but it is appointment‑only. We’re based in Derbyshire. Details and booking information are available on the Visit page.

Question 17

Do I need to book an appointment?

Accepted Answer

Yes. The showroom operates by appointment only so we can give you an unhurried, personal experience.

Question 18

Do you offer trade pricing?

Accepted Answer

Yes. Hiscox case production has ended, and the remaining stock is being sold to the public at the trade price we charge shops, with VAT included in the figure shown. Every price on the site is the price you actually pay, with the previous RRP struck through. No VAT or other charge is added at checkout. Once these cases are gone there will be no more.

Question 19

How do I contact you?

Accepted Answer

Email us at info@hiscoxmusic.com and include your order number if applicable. It speeds things up.

Frequently Asked Questions

Products & Stock

Ordering & Shipping

Returns & Refunds

The Showroom

Trade & Contact

Visit the showroom