Shipping & Returns

UNITED KINGDOM SHIPPING

All instruments and cases shipped to addresses inside the UK (inc' Northern Ireland) are charged at a flat rate of £10.95.

Other items (non-instruments) shipped to addresses inside the UK (inc' Northern Ireland) are charged at a flat rate of £4.95.

We always try to ship stock items within 24-48 hours of receiving orders, and most or our orders from stock are delivered within three working days: but we do not guarantee a specific delivery time, and at the present time we are unable to offer guaranteed next day delivery. 

When making items to order we will contact you when the instrument is ready to arrange a delivery date that suits you. 

 

HOW TO RETURN AN UNWANTED ITEM TO US

Small items

If you wish to return your purchase please re-wrap as carefully as possible in the original packaging and send to us by Royal Mail.

Please remember to include your contact details and a copy of your receipt or other proof of purchase.

On receipt of your item in perfect condition for resale we will refund your original purchase price paid.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

FOR LARGE ITEMS (musical instruments) PLEASE CONTACT US.

Please do not attempt to return large items yourself. 

Please contact us and we will arrange courier collection of large items. 

We cannot be liable for shipping costs or for any damage if you return large items yourself.

 

INTERNATIONAL SHIPPING & RETURNS

International shipping is charged by shipment weight/volume and the rates are indicated when you place an item in the basket/cart.

If you need to return an item from outside of mainland UK please contact us and we will explain procedure, which varies according to territory.

 

OUR 30 DAY RETURNS POLICY

Our returns policy lasts 30 days. If you wish to return an item for any reason, you must contact us within 30 days of the date of your purchase. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: items not in their original condition; items which are damaged or missing parts for reasons not due to our error.

Please note that returns are not offered on an item that is personalised or custom-made for you.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Exchanges

Outside of our 30 day returns period, we will only replace items if they are defective or damaged. We will exchange it for the same item: please contact us before sending your item to: 

Shackleton Instruments, Hellesdon Barns, Hellesdon Hall Road, Norwich, NR6 5BB, United Kingdom.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

This policy is in addition to your statutory rights.