UK Orders Sales Terms and Conditions of The Contrabass Shoppe

Following the placement of an order with The Contrabass Shoppe Ltd you will receive an automated response that confirms the item or items required, your invoice address, the delivery address and any message that you entered into the "message" box. The automated response is also your acknowledgement that the order has been safely received by our secure server. You should receive the automated response within 24 hours of placing your order - however if you have not received it within this time you should; a) First check your spam and junk mail files and filters to see if it has been placed there. b) If you cannot find any trace of it - contact us for advice.

Disclaimer; Please be aware that we cannot be held liable for acts or omissions that are out of our control including telecommunications service providers, networks and equipment.

I have received the automated response. What happens now?

The Contrabass Shoppe Ltd will receive your order as an E-mail. We then access our secure server to view and print out both your order and payment details. As soon as the necessary information has been printed out - the electronic records are permanently deleted from the system. The next stages of your order can now take place. This is what happens;

1) We locate and select your item or items from our stock room.
2) We examine the item or items to make sure that they are in good condition and that they are working properly.
3) The item is packed in suitable wrapping materials.
4) An invoice is prepared and two copies are printed out.
5) Your payment details are processed through our card-terminal equipment and the customer copy of the sale is stapled to your copy of the invoice. The merchant's copy of the sale is affixed to the second invoice which is then filed for our records.
6) The printed paper with your card details is inserted into our auto-shredder and destroyed.
7) An envelope is printed out with your invoice address and the invoice is inserted.
8) For mainland UK and Northern Ireland destinations an airway bill is completed and a courier collection is ordered by telephone.
9) A recyclable plastic "flyer bag" is completed for smaller items and the items are inserted. For larger items and for those in remote areas of the UK - address and sender labels are made and affixed to the package.
10) For invoices with the same details as the delivery address the envelope containing your invoice and card receipt will either be inserted into the flyer bag and the flyer bag will be sealed. For items with an invoice and delivery address that are different - and for items that are not sent in a flyer bag - your invoice and card receipt will - in most circumstances - be sent separately in the post.
11) The package is collected by the courier company or it is taken directly to our local Post Office.
12) We send you an E-mail notifying you on which day your item was dispatched, by what method (courier, Royal Mail Recorded or 1st class post etc) it has been dispatched, when it is scheduled for delivery (if known) and how you will receive your invoice with card receipt.

Can you tell me what credit and debit cards you accept?

You can pay for your online or telephone order using the following cards: Visa, MasterCard, Delta, Maestro, Switch and Solo. We also accept Visa Electron cards - but not for mail order or telephone orders. Visa Electron cards can only be used when they are swiped through the terminal equipment whilst the cardholder is present.

Can you tell me what credit and debit cards you don't accept?

We do not accept American Express cards or Visa Electron - when the card holder is not present.

When do you charge my card?

Your payment details are normally processed through our card terminal equipment once your item has been wrapped and made ready for dispatch. For those items that are made to order or which have to be obtained especially - we normally require payment in advance. In such circumstances we will contact you to advise on availability, estimated delivery date and on payment terms.

Can you tell me at what point I become the owner of the goods that I have ordered?

Once The Contrabass Shoppe Ltd has processed your card details - good title will transfer to you and a contract will have been formed between you - the customer - and us - the supplier.

Are all your prices inclusive of VAT?

Re Accessories and Delivery charges; Yes. All prices advertised are inclusive of VAT at the standard rate of 15%. When you receive your invoice the VAT element of your purchase will be show separately. This will enable those customers who are VAT registered - and are making a purchase as part of their business requirements - to reclaim the amount in the course of their normal accounting procedures.

Re Books; Books do not incur VAT because they are zero rated.

I noticed that you altered your prices on certain items. Are you allowed to do that?

Yes. We reserve the right to change our prices at any time. Any orders received prior to a price change (increase) will not be affected or subject to the price difference.

Are all your accessory items available for immediate dispatch?

Yes and No. We do hold the greater majority of advertised items in stock and as such they are available for immediate delivery. Occasionally however - there may be circumstances when we are awaiting delivery of new stocks or for certain items such as the less popular makes of strings, high-value "specialist" strings or the more expensive pick-ups and amps - we have to order them in from our suppliers. In the event of an item not being immediately available - we will inform you of the delay by E-mail or telephone and provide you with an estimated delivery date or any other suitable options. Should you not want to wait for an item or proceed with any of the alternatives offered - you may of course cancel your order.

For those items that are made to order - you should refer to the relevant web-site pages.

If I place an order - are my card details safe?

Yes. We strictly follow the rules, record keeping, authorisation procedures and fraud prevention programmes that are enforced by the banks. To ensure that all personal and transactional information is protected to the highest standards we utilise the latest in "Secure Server Technology". When you place an order online - your payment details are automatically encrypted. Access to the records is restricted to The Contrabass Shoppe Ltd and is permitted only by the use of a series of security codes. Immediately after your card information has been printed out - the electronic records are permanently deleted from the system. Immediately after your printed payment details have been processed they are inserted into our auto-shredder and deleted. We do not store any card details.

Can you tell me what your Privacy Policy is on the storage of my data?

Re Card data; Your card data is held only for as long as it takes to process the order. Re Order details and contact information; Once authorisation has been obtained for your card - your order details and the merchant's copy of the card receipt are attached to a copy of the numbered purchase invoice that we send to you. These are then filled as part of our accounting procedure. In addition to this we reserve the right to hold your order and contact information in the form of a database for our own marketing purposes. It is our policy not to sell or make available any database or supply any other type of personal information to companies outside The Contrabass Shoppe Ltd unless required to do so by law.

What forms the basis of the shipping costs?

It is our policy to try and provide a fast, reliable, safe and secure method of delivery for all orders. Wherever possible - and in order to achieve this efficiency - we use the major courier companies who offer the advantages of;

a) A next day delivery service.
b) No length or weight restrictions.
c) A quick and efficient "door to door" delivery service.
d) Full track and trace facilities for account holders.

For small items; Although - the charges for this service can be marginally higher than standard domestic postal rates - we firmly believe that the benefits of using an efficient and reliable courier service far outweigh any alternative shipping methods. From past experience and from customer feedback regarding our efficient shipping policy - we know that you agree and accept that good service does come at a price.
For large, long or more bulky items; In most cases these items are delivered quicker, more safely and much more cheaply than standard postal rates.

Do you make any adjustment (reduction) for shipping multiple orders?

We particularly value customers who make multiple orders because - in most instances - it involves little more work than in shipping a single item. Although it has to be said that any adjustments to the cost of shipping are at our discretion - it is our policy to make a reasonable adjustment wherever possible. Here is what we normally achieve and how you will be notified.

Re Small items; Yes - an adjustment will be made - providing that the items can be sent together in the one consignment.

Re Large, long or bulky items; Although at our discretion - we are happy to pass on any reductions in the shipping costs that we obtain.

Re Notification of adjustment; You will be informed by E-mail of any adjustment made only after your card has been charged and your item has been dispatched. The E-mail will inform you how much we have charged you for the shipping and state the total amount - that we have charged your card.

I want to place a multiple order. Can you give me a firm quote for the shipping before I place the order?

Yes of course. If you are considering purchasing several items and would like to know exactly how much the shipping will cost - please contact us before placing your order and let us know which items you are interested in. We will endeavour to get back in touch with you within 48 hours. Should you wish to proceed with an order - the agreed adjustments will not show on the order form - so most likely - we will ask you to type in the amount quoted in the "message" box at the bottom of the order form. When we receive your order - we will then make the adjustment manually at the point of sale and on your invoice.

I live in Mainland UK (except Highlands & Islands of Scotland). I live in Northern Ireland. How long will it take for my item to be delivered?

Re Pre-noon orders; For orders that are received before 12 noon Monday - Friday (excluding public holidays) your item will be dispatched - in most cases - on the same day and you should receive it the very next working day. Delivery is normally made before 2pm - but can be later.

Re Post-noon orders; For orders that are received after 12 noon Monday - Friday (excluding public holidays) we will endeavour to dispatch your order - if it is not too late - on the same day. In most cases however - it will be dispatched on the very next working day - with delivery the following working day. Delivery is normally made before 2pm - but can be later.

Disclaimer; Please note that the above is for your information only. We are unable to guarantee any delivery dates or times and have no liability to you for any delay in the delivery of products ordered to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

I live in a remote area of the UK. How long will it take for my item to be delivered?

For deliveries to the more remote areas of the UK including the Scottish Highlands and Islands, the Channel Islands and the Isle of Man - the use of a courier service is prohibitively expensive. In most cases your item will be dispatched by Royal Mail Signedfor or by Royal Mail 1st class post.

Re Pre-noon orders; For orders that are received before 12 noon Monday - Friday (excluding public holidays) your item will be dispatched - in most cases - on the same day. We estimate that you should expect to receive it within 4 - 7 working days.

Re Post noon orders; For orders that are received after 12 noon Monday - Friday (excluding public holidays) we will endeavour to dispatch your order - if it is not too late - on the same day. In most cases however - it will be dispatched on the next working day. We estimate that you should expect to receive it within 4 -7 working days.

How is my item normally delivered?

Deliveries in Mainland UK (except the Highlands & Islands of Scotland) and Northern Ireland are normally made by a next day courier service. The item will require a signature upon delivery. For the remote areas of the UK we normally use a Royal Mail Signedfor or 1st class postal service.

I wasn't in when the courier called and he has left a card. What should I do?

If a card has been left by a courier company or your post man - you need to follow the instructions on the card.

Re Courier service notification; If a courier service notification has been left you will normally be instructed to contact the customer service number on the front of the card to arrange another delivery that is convenient for you. You will also need to give them the number of the waybill or consignment number which is also normally written on the card. Should you experience any problems in getting your item delivered or if you think that you should have received your item by now and it has not yet arrived - you should contact us for advice.

Re Postal service notification; If a Royal Mail postal service notification has been left you will normally be instructed to contact the customer service number on the front of the card to arrange another delivery. Alternatively the address details of the Post Office or sorting office at which the item is held are usually provided on the card. This will enable you - should you wish - to collect the item yourself upon presentation of the card and some form of ID.

What is the last date for deliveries in time for Christmas?

For all deliveries within mainland UK (except Highlands and Islands of Scotland) and Northern Ireland we recommend that you place your order prior to the 18th December. For remote areas of the UK we recommend that you place your order prior to the 15th December. We will endeavour to dispatch your item within 24 hours - however we are unable guarantee delivery on or before the 24th of December.

I have received the wrong item. What should I do?

In the rare event that you have received the wrong item - get back in contact with us within 48 hours of receiving it and let us know exactly what the problem is.

If we agree that the product should be returned you will need to wrap the item securely - if possible using the original packing materials. If you are unable to reuse the original packaging - it should be included with the return item. Normally we will arrange for the item to be collected by courier - alternatively we may ask you to return the item for us by a traceable method - such as Royal Mail Recorded - for which you will be reimbursed.

On receipt we will inspect both the item and the packaging. If we agree that the item is the wrong one we will send you the correct one as soon as possible. Alternatively - if you do not wish to receive a replacement - you will be entitled to a full refund including shipping costs.

I have received an item that has sustained damaged in the post. What should I do?

Firstly; Get back into contact with us within 7 days of receipt and let us know exactly what you think has happened to the product and what the damage is.

On receipt we will inspect both the item and the packaging. If we agree that the item has sustained damage whilst in transit we will send you a replacement as soon as possible. Alternatively - if you do not wish to receive a replacement - you will be entitled to a full refund including shipping costs.

I have received an item and it is faulty. It is not useable. It will have to be returned. How do I go about it?

Prior to shipping - we inspect all items very carefully and make sure that they are in good condition and that they are working properly. In the rare event that you have received a faulty item - get back in contact with us within 48hours of receiving it and let us know exactly what the problem is with the product.

On receipt we will inspect both the item and the packaging. If we agree that the item is faulty or has sustained damage whilst in transit we will send you a replacement as soon as possible. Alternatively - if you do not wish to receive a replacement - you will be entitled to a full refund including shipping costs.

My item has developed a manufacturing fault within the first three months of purchase. What should I do?

Firstly - get back into contact with us and let us know exactly what the problem is with the product.
If we agree that the product should be returned you will need to wrap the item securely - if possible using the original packing materials. Normally we will arrange for the item to be collected by courier - alternatively we may ask you to return the item for us by a traceable method - such as Royal Mail Recorded - for which you will be reimbursed.

If we agree that the item has malfunctioned as a result of a faulty manufacturing process - we will either repair or replace the item - at our discretion - free of charge. Alternatively if you do not wish to receive a repaired or replacement item you will be entitled to a full refund.

Certain items have an extended manufacturer's guarantee for which you will need to refer to the manufactures warranty that came with the product or to the relevant web site pages.

I want to return an item even though it is not faulty. How do I go about it?

Many online retailers provide fairly limited information about the products that they sell and one can appreciate that you don't always get what you thought you'd purchased. Under these circumstances it would seem fair enough to simply send it back and request a full refund. When it comes however - to The Contrabass Shoppe Ltd - you would have to agree that they have certainly gone to a lot trouble to describe and photograph their products as fully and as accurately as possible. So why would you want to send the product back? If you still have any doubts after reading about the product - you are most welcome to visit The Shoppe where you can have a demo of the product and even try it out for yourself. Maybe that's too much trouble? Only you know the answer to that. Still - you legally have the right to cancel your order within 7 days of receipt and obtain a refund for any cancelled items - provided that you return the goods to us in perfect condition. The goods must be unused, unopened and in their original undamaged packing. Returns are subject to the following charges;

1) A 25% handling charge.
2) The original shipping cost is non-refundable.
3) The return carriage is payable by you.

You may - if you wish return the item yourself - alternatively we will arrange to have the item collected by courier. Should you choose to return the item yourself we strongly advise that you use a traceable method such as Royal Mail Recorded or by courier as we cannot be held responsible for any losses incurred in the return shipping. If we agree that the item is unused, unopened and in its original packaging the charges will be deducted from the original purchase total and any balance will be refunded to your card - within 7 working days from receipt of the return.