Information - Tone Shack

Ordering

We try to keep this bit simple! Whether you prefer a more traditional guitar built from the world’s finest tonewoods, a modern powerhouse built for speed, or perhaps something a little more vintage, we cover all the bases and there’s something for everyone!

We’re also here to help you get the best out of your gear! From time to time we will cover some of the basics of using your instruments effectively as well as diving into the abyss of signal chain and audio tweaking.

Alongside our gear demos, guest performances & tech comparisons, We aim to share our experience, subjective opinions, feelings on guitars, amps, and everything else that goes into making fantastic tones!

Payments

All website payments are handled by our website merchant and payment processor (please refer to the SSL padlock icon displayed before the website address for further information). 

If you have any questions in relation to any payment made to us at Tone Shack Ltd please feel free to contact us at Contact@toneshack.co.uk. In addition, we also recommend should you have any payment questions to contact your bank or credit card provider immediately. By no exception, all entrants and payments must be processed through our secure website.

The cost of participating in our competitions is simply calculated on the number of tickets you buy and the price per ticket for a given competition. Tickets and product purchases are only valid with payment in both pounds sterling (£) including VAT and any issued Tone Shack Ltd gift vouchers. For more information on this please check out our terms and conditions page.

Gift Cards

All gift cards are delivered via email and contain instructions to redeem them by entering its unique code at checkout. A gift card balance can be applied over more than one order and within any store purchase, including the cost of shipping providing there is still a remaining balance remaining on the card, please note this excludes the purchase of additional gift cards (you are unable to purchase a gift card with a gift card). Gift cards are a valid form of payment and can be used in conjunction with coupons.

Gift cards are currently non reloadable and balance enquiries can be simply made by email a request to contact@toneshack.co.uk

All gift cards are dated to expire 12 months from the date of issue.

When purchasing a gift card for someone else

After ordering your voucher you will receive an email containing your unique loaded voucher code please forward the Gift Card email onto that person.

Shipping

We always aim to deliver to any item within as fast as we can after the draw or product order has taken place. 

Please Note: Unfortunately we are currently unable to deliver outside of mainland UK at present but this is something we are looking into for the future.

On occasions may choose to outsource deliveries to 3rd party delivery services and we hold no liability for the condition of goods in transit, so please make sure someone is always about to check and sign for your delivery.

Tone Shack Ltd will not be held liable to you for any losses, damages, negligence, wrongful acts, infringement of your rights, or otherwise, even if they can be predicted in advance when connected with entering any competition or product order. Tone Shack Ltd does not accept any form of liability for goods that are undelivered due to the customer providing incorrect delivery addresses or if the customer does not collect the goods from a post office. In the case of ‘signed for’ orders, the customer assumes full liability for the goods upon signing for the delivery.

The delivery should not be signed for if the customer believes the goods have been tampered with or are damaged.

Returns

Our standard policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we are unable to offer you a refund or exchange. Please note we consider all the following items as non-refundable; Competition Tickets, Gift cards, guitar strings & downloadable digital products. On the rare occasion, a customer receives a faulty item we will always exchange or replace items if they are defective or damaged. Please ensure that you check all items on receipt of your order, as faulty or damaged items must be reported within 5 working days of receiving the parcel.

If your purchase is faulty please email us immediately at contact@toneshack.co.uk

To be eligible your faulty item must be unused and in the same condition that you received it, this means in the original packaging. To complete your return, we require the receipt or proof of purchase and your postal tracking number.  We cannot accept the return of any item not in its original condition, damaged or missing parts for reasons not due to our error.

Please ensure all garments are returned in a new and unused condition with the original bags/tags etc. in place. Please note Tone shack Ltd cannot be held responsible for non-receipt of returned goods so please ensure you use a ‘Tracked’ delivery solution. Items lost in transit will not be treated as returned.

Please return your item to:
Returns 16 Turin Path, Bridgwater, Somerset, TA6 3QX

EXCHANGES (IF APPLICABLE) Should you wish to exchange an item because you ordered the wrong size, or would like a different ‘fit’ please be mindful they may vary depending on the style of the product.

To be eligible for an exchange your item MUST in the same condition that you received it (unused & unwashed) so that we can put it back into stock or return this to our suppliers. Please consider if the item is OK for us to resell, for example, if the t-shirt smell of deodorant we are unable to resell this item, which means we will be unable to accept your return (sorry). 

Please return your item in the original packaging including your proof of purchase to:
Exchanges 16 Turin Path, Bridgwater, Somerset, TA6 3QX

Once your item(s) are processed by our returns/exchange department we will review the condition of them and assuming your return/refund is approved, your refund/exchange will be processed, all credits will automatically be applied to your original method of payment. Please allow a few days for the refunded amount to appear on your statement.

Please be aware that we will refund the price you paid for the product(s) less all shipping costs incurred to send your parcel. You will be responsible for the cost of sending items back unless otherwise agreed ahead of you shipping your return item(s).

SALE ITEMS (IF APPLICABLE).
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

 

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