FAQ's and Policies
Do you offer a guitar finding service?
Absolutely - tell me what you want and I will find one for you.
Can I trade my guitar in?
We are always buying gear and trade-ins are welcome. Just get in touch if you have an item you would like to trade in or sell. When shipping instruments in for trade, if you are not familiar with shipping requirements/procedures, call for proper packing instructions.
Can you hold an item for me?
You can layaway any product for up to three months, subject to a 25% non-refundable deposit. No item will be shipped until it's paid for in full. All sales are final. No returns, no refunds and no exceptions - unless of course there is an issue with the guitar, in which case the issue will be resolved.
Can I check the item out or collect it in person?
That's perfectly possible. The Guitar Den is based in Petersfield, Hampshire, UK.
How can I pay?
You can pay securely online using any credit card through Paypal in £ sterling. Alternatively, you can use bank transfers, money orders, or cheques. The item will be released upon receipt of cleared funds.
What shipping options are there?
The shipping rates are calculated on a fully insured 48 hour service or equivalent within the UK. Overnight shipping can be arranged but get in touch for a quote. For shipping within Europe, the delivery time is usually 3-6 working days.
Do you ship internationally?
Yes, but please get in touch before purchasing and I will get a shipping quote for you. International orders must be paid for via bank transfer in £ sterling. You will be responsible for any taxes, duties or other charges and fees that may apply to the purchase, please check these with your local officials. Shipping within Europe is usually a simple affair, and the cost will be applied at checkout.
What's your returns policy?
My aim is to help you find the gear you want, and to ensure that you have all the information you need to make that decision. Please choose carefully and let me help you. There is no "I changed my mind" policy. No refunds are available for items sourced specially for a customer, on custom orders, or on items that were put on layaway.
- All returns must be authorised. Any unauthorised returns remain the responsibility and property of the sender.
- Guitars returned within a 48-hour approval period are refunded in full merchandise credit, minus shipping charges - providing that the item is in same condition as when it left the shop.
- Buyer is responsible for the instrument during approval period.
- Shipping, credit card processing fees, and related expenses are non-refundable.
- Buyer pays for prompt return shipping.
Item must be shipped back via a service comparable with which it was delivered, immediately upon return authorization.
For any return made at our discretion, a 10% restocking fee will be charged for guitars and 20% for accessories and amps. The only exception is for products that are defective.