Replacement Policy

We pack instruments for a long journey and ship by FedEx, DHL or UPS. Before anything is packed, we film your actual instrument playing and send you that video for approval, so you know exactly what left the workshop and how it sounded.

If it arrives damaged

Keep the original packaging. We cannot process a replacement without it.

We have a 10-day replacement policy if your instrument arrives broken. Replacements are approved case by case. The item comes back to us and we send you a replacement.

What you need to do, and when

Every order is covered by free transit shipping insurance, and the insurance claim has a deadline:

Photograph and film the outer packaging before you open it.
Photograph and film the damaged instrument.
Email us those photos and videos within 24 hours of delivery. This is what the insurance claim rests on, and we cannot claim after that window closes.

Please note the insurance covers physical damage to the main musical instrument only. It does not cover the case or the outer box.

Handmade instruments

These are handmade. Grain, colour and finish vary between instruments, and sizes can differ slightly from the listed figure. That variation is normal and is not a fault.

Before you order

No payment is taken when you place an order. We confirm availability and contact you on WhatsApp or by email within one working day, so if you have a question about scale, size or suitability, ask us then. It is far easier to answer before an instrument crosses an ocean.