Shipping & Returns

Orders are usually dispatched within 2–5 working days.

Orders are shipped Monday–Friday, excluding UK public holidays. We prioritise correct packing over speed. High‑value items are packed properly or they don't leave.

All orders are sent using tracked and insured courier services.

Larger or higher‑value items may require a signature on delivery. Shipping costs are shown at checkout.

International orders are accepted for all products except Hiscox Cases. Hiscox Cases are only available for delivery within the UK due to territorial licensing restrictions.

Customs duties, import VAT, and local taxes are the responsibility of the customer. We do not mark shipments as gifts or undervalue items. Delays caused by customs clearance are outside our control.

Responsibility for the goods transfers to the customer once the item is delivered and signed for.

If a parcel arrives damaged:

• Damage should be noted with the courier on delivery where possible
• We must be notified within 24 hours, with clear photographs

Failure to report damage promptly may affect our ability to claim with the courier.

Under the Consumer Contracts Regulations 2013 you may cancel a UK consumer order within 14 days of delivery and return the item within 14 days of telling us. We do not ask you to give a reason, and we do not pretend that right does not exist. What follows is what it costs and how it works here.

We are a one-person business with a showroom and no warehouse. Case production has ended, so a returned case cannot be replaced, resold as new, or sent back to a manufacturer. Please order the case you need rather than ordering to find out whether it fits.

Before you send anything back

Email [email protected] with your order number and tell us you are cancelling. We will confirm the return address and a delivery slot in writing. Returns are received at the Foston showroom by prior arrangement only — we cannot take unannounced deliveries, and a courier who cannot be received will take the parcel away again at your cost.

What it costs you

• You arrange and pay for return carriage. A guitar case needs a tracked, insured courier, which is realistically £25–£35.
• The case remains your risk until it reaches us. If it is lost or damaged on the way back, that is a claim against your courier, not a refund from us.
• We refund the cheapest standard delivery option we offered. If you paid for upgraded or express delivery, the difference is not refunded.

Deductions for handling

You may handle the case as you would in a shop. Beyond that, the regulations entitle us to reduce your refund by the amount of value lost, and we will. In practice that means a deduction where the shell is marked or scratched, the catches or handle are scuffed, the interior is soiled or has been altered, or the original packaging has been destroyed rather than opened carefully. The deduction is itemised against the cost of putting it right and sent to you in writing with the refund.

Trying the case against your guitar is ordinary inspection and is not deducted for. Gigging with it, storing an instrument in it, or taking it out of the house is not.

The consumer cancellation right applies to consumers. It does not apply to purchases made by a business, for business purposes, including purchases at trade price by shops and luthiers. Trade orders on the remaining case stock are final and are not returnable except where the goods are faulty or not as described.

If an item is faulty:

• Contact us within 7 days of discovering the issue
• Provide photos and a clear description of the fault

Where appropriate, we will repair, replace, or refund. This will be handled in line with the manufacturer's warranty.

Refunds are processed within 5–10 working days after the returned item is inspected. Refunds are issued to the original payment method. Original shipping charges are non‑refundable unless the item is faulty.

The cancellation right does not extend to:

• Items damaged through misuse or neglect
• Trade and business purchases
• Gift cards or digital products (if applicable)
• Items made or finished to your specification

Items returned incomplete, or without the original packaging, are still accepted where the cancellation right applies — but the missing parts and packaging are deducted from the refund as lost value.