James' Home of Tone

Shipping Policy

Shipping information

The boring bit huh?! But we like to make sure all the info is available to you to have a look if you're not sure. So here are some FAQ's about our shipping and order processing!

So, who do you ship with?

Royal Mail
We predominantly use Royal Mail for all of our items, but always with tracked services via our Reverb store due to Reverbs shipping regulations for sellers. But this does mean you will receive a tracking number for your order and the added security that includes too.
Either 1st Class Signed for if the value of the goods is below £40, or Special Delivery if the goods are of higher value. if you want that little extra security. Prices are calculated for what's in your cart going off the weight of the products and value of the goods.
Items over 2kg cannot be shipped with Royal Mail due to their regulations. On these occasions we will ship via courier.
International Items are shipped via Royal Mail International Tracked & Signed services, again insured for the value of the goods in transit and you'll receive a tracking number.

Courier
If the goods are heavier than 2kg, then I will be shipping with courier and our preferred courier is UPS. They will insure a musical instrument in transit, and provide a quality service.

How do I pay?
The hard bit huh?! Well hopefully a stress free checkout makes it a little bit easier on the wallet for you! Reverb have their own checkout system and payment method options and the entire checkout process here is handled by Reverb. Please refer to Reverbs payment info for more on this.

How quickly do you dispatch your in stock orders, and do you have a cut off time?
For items that are here and in stock ready to go, I always en devour to process and ship all orders as quickly as possible, usually with 48hours. I ship three days a week, Monday, Wednesday & Friday.
For made to order items, I will do my best to keep you updated along the way but please read each products detailed description on made to order leadtimes :)

I've placed an order but I think I've changed my mind and want to cancel, what can I do?
That's cool! Don't worry, we're more than happy to help. If the order hasn't been dispatched yet and it's an in stock item, we will cancel and refund your order minus any shipping costs as quickly as we can.
If it is a special order item (something we have specifically ordered in for you), we will need to individually review the situation and go from there! Some items we will be happy to stock, so will refund minus any shipping costs and/or admit/re stock fees and keep the item here. But if it is a completely custom spec guitar fpr example, I'm afraid this wouldn't be viable and due to involving a guitar maker and their costs to build, it wouldn't be possible. But we want to make sure you're happy, that's No1! So will aim to help best we can for the given situation.

I would like to return my item, how long do I have?
If you have had your order but want to return it, that's fine too! There are a few reasons this might be, perhaps you have changed your mind, or the item is sadly faulty. So, let's break it down!
Under the Consumer Rights Act, if it is a faulty item then you are entitled to return the item for a refund of the goods. But if it is over 30 days since your date of order, you aren't legally entitled to an automatic refund but we are entitled to offer a repair or replacement where possible. In either of these cases, please do get in touch first and we can get straight to resolving this for you. I'm a small business owner/human, and that means you won't get treated badly, nor like a huge business would handle these situations. You'll deal with myself and I'll endeavor to resolve as soon as possible for you.
If you have simply decided the item isn't for you, and have changed your mind, then you are again entitled under the Consumer Rights Act to return it to us within 30 days of your date of purchase. I do ask as a matter of goodwill, that the item and it's original, are in as new condition ready for re-sale. If this is the case, then just simply get in touch with me and we will get the item back here and refunded ASAP for you.
If it is over 30 days since your date of purchase then this is via our descretion as it is legally past the consumer rights act timeframe for return of a non faulty item. In this case, do feel free to contact me and we will asses the situation.

Items that are exceptions to the above conditions regarding goods being returned outside of the 30 day period are -
McNelly Pickups that have been used, IE wired up, connected or soldered, to a guitar. Strings that have been strung up to a guitar, or cut. Effects pedals that have been miss-treated, damaged or incorrect power supply used, Home of Tone Wiring harnesses that have been fitted and/or soldered to a guitar. For anything like this or something you're not sure of, do please get in touch, I'll be happy to help.

If you could pop your order number, or a reference with the parcel so we can trace who the return is from, that would be super helpful!

For our returns address, please contact [email protected] and I will let you know straight away!

McNelly Pickups FAQ's

My Pickups are special order, how long will they take to arrive?
Although we carry an increasing amount of stock of McNelly Pickups here in the UK, there will be certain variations & cover options that will require ordering from the workshop in Canada. These are made to order and shipped directly to us, before being inspected, re-packaged and sent on to you to enjoy by ourselves. The current estimated wait on special order McNelly Pickups is 8-10 weeks. We always aim to fulfill pickup orders as quickly as possible and between McNelly and ourselves continually work hard to get them in your hands and into your guitars as soon as we can.
McNelly dispatch their orders to me via a very prompt and accurate UPS courier, meaning once dispatched, I have a good idea on what date they will arrive here at the Home of Tone. Further helping provide accurate delivery estimates.

Thanks for reading! Any further questions about my store or shipping info, just drop us an e-mail via [email protected] or via our contact form visible at the bottom of the site!

Return Policy