HOW MUCH IS SHIPPING?
We have a very simple pricing structure (updated 25/06/20):
- For the UK, shipping is £3.80 on all orders up to £75, with free shipping available on orders of £75 or more.
- For EU/Europe (incl. Russia), shipping is £9.80 on all orders up to £75, with free shipping available on orders of £75 or more.
- For everywhere else, shipping is £10.80 on all orders up to £75, with free shipping available on orders of £75 or more.
DO YOU SHIP GOODS TRACKED OR SIGNED?
Yes, depending on what country the parcel is being shipped to we will either use a ‘Tracked’, ‘Signed’ or ‘Tracked and Signed’ service. We offer this as standard to reduce missing post and waiting times. Once your order is shipped you will receive tracking number that will show the status of your order, either where it is currently or in the case of Signed only it will show a dispatch and delivery notice once it has arrived. All parcels are sent with Royal Mail, and for deliveries outside the UK these will be passed on to Royal Mail partners which are usually the national courier for that country. Once you have received your order's tracking number in the dispatch email notification, you can track the parcel on Royal Mail's website (https://www.royalmail.com/track-your-item). For information on other couriers see the relevant section below.
HOW LONG WILL IT TAKE TO MAKE AND DISPATCH MY ORDER?
All our made-to-order goods, those with custom options, have a specific working day lead time as specified in the listing description of that product. For wholly handmade cables this is higher than our modded stock cables, and can vary depending on the order and how busy we are. All our ready-made stock is ready to ship, and will usually be dispatched within 1 working day unless ordered with a made-to-order goods. If you order multiple things at once, they will all be sent together and if made-to-order may take an additional 1-2 working days. Our working days are Monday-Friday, but do not include UK bank holidays. If for any reason we are unable to complete your order within the lead time given you will be notified by email.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER IT HAS BEEN SHIPPED?
This depends on the country, and can vary with the season (especially in December).
Shipments to the UK typically take 1-2 working days to arrive, but an additional 10 working days must pass before an order can be declared lost and a replacement or refund issued. Shipments to Europe typically take 4-6 working days to arrive, but an additional 20 working days must pass before an order can be declared lost and a replacement or refund issued. Shipments to the rest of the world typically take 5-7 working days to arrive, but an additional 25 working days must pass before an order can be declared lost and a replacement or refund issued.
Remember working days for couriers don’t usually include Sunday and may not include Saturday’s or bank holidays. Certain countries, such as Australia, Brazil, Canada, Netherlands and others, are known to have frequent delays. Please only purchase products from us if you are happy to wait up to 32 working days for delivery. For information about international postage incidents with Royal Mail click here.
DO YOU OFFER SHIPPING WITH OTHER COURIERS LIKE HERMES OR DHL?
Not for orders made on our shop. If you would prefer a certain courier we might be able to offer an additional service for an additional price, just contact us via email first so we can quote and invoice you correctly via email and PayPal. We would need to know what it is you wish to purchase, what country it is shipping to and what courier you prefer.
WHAT WARRANTY DO YOU OFFER?
We offer a 1-year standard warranty on most products we sell, unless stated otherwise. If you experience any problems within that year please contact us via email and we will resolve your issue as necessary with a repair or replacement. After one year we offer repairs and servicing at a competitive price. Please note our warranty covers only faults that occur during normal use and not accidental damage. If you have damaged your cable accidentally please contact us and we can discuss repair options.
HOW DO I RETURN AN ITEM?
Our made-to-order cables and other made-to order goods such as cut wire are non-returnable, in accordance with UK distance selling laws regarding tailor-made or personalised goods. All other items, such as ready-made cable or DIY parts can be returned if a returns request is made within 14 days of receipt, and the goods are in a new and unused condition. You will be responsible for return shipping costs and shipping insurance. Once we get the goods back, we will process the refund within 1 working day (providing the condition is as new). If you paid for shipping this will not be refunded. Refunds via PayPal can take up to 30 days to process depending on what payment method was used; this time is part of PayPal's refund policy and is out of our control. If goods are returned late, damaged, used, or without the original packaging no refund will be given. For full information see our returns policy.
CAN I CHANGE MY ORDER?
If you notify us within 1 hour of placing an order we should be able to change it, with any additional costs invoiced separately. Any changes requested after this time may not be possible as work may have begun or the order may already be dispatched. If your cable is already dispatched and you want an end re-terminated for use with a different source or headphone we should be able to do that for you. You will need to pay for return postage, connectors and labour costs, which you can find out my emailing us as these vary. If you want the cable to be made shorter we can usually do that too for a price, but cables cannot be made longer. Changing the colour/wrap is not cost effective or possible in most cases.
CAN YOU MODIFY OR REPAIR STOCK/THIRD-PARTY CABLES?
Yes we can usually modify cables, if you would like us to give you a quote please email us with info and pictures. As for repairs we can investigate issues for you, generally if it is a connector issue and we stock that type of connector we can repair it, but not if the issue is related the wiring. The price of components and labour varies greatly so contact us for specific quotes.
CAN YOU MODIFY OR REPAIR MY HEADPHONES?
No. We specialise is hand-built audio cables, and only occasionally dabble in new headphones, so you are better off contacting the manufacturer or a specialist if you need a repair.