Frequently Asked Questions
- I’m not sure what product I need, what do I do?
- The choice available to you when it comes to an audio setup is mind boggling. Fortunately, there is a wealth of information available on the Internet. The best places to start are audio forums such as Head-fi.org; your questions are likely to have been answered already by the many thousands of active users. You will be sure to find recommended products and suggestions for the best pairing between headphones and amplifiers, DACs, cables etc.
In addition, we are always willing to answer any questions you may have. Use the form available in the Contact Us section, or give us a call, and we will try our best to give you the information you need. - What are you returns and warrantee policy?
- If you are unhappy with a product or it does not meet your needs, we offer a 30 day money-back guarantee. Cancellation of custom products (i.e. a DAC with non-standard components) will incur a 10% cancellation fee. Simply contact us, send back the product , and we will refund you the cost of your purchase, excluding the original shipping charge. We will even pick up the item from you for free! (within the UK) Please remember that products must be sent back exactly as you received them in order to receive a full refund. This means that when we inspect the returned item, it must in pristine cosmetic condition, functioning perfectly, and include all accessories and packaging (plastic bags, paper box, adaptors...etc.).
All our items are covered by a 1 year standard warrantee. In the unlikely event that an item goes wrong, please contact us first; it may be a small problem which can be sorted out over the phone. If it needs to be taken in, we will collect free of charge, and our technicians will repair the item. If this is not possible then the faulty item will be replaced with a new one.
If after one year the item develops a fault, you may covered with the manufacturers own warrantee. You can either contact them directly or send an email to us; we will help you to the best of our ability to get the problem resolved. - How long will it take for my item to arrive?
- Currently we only keep a selection of items in stock in the UK; these will be indicated in the product description. Due to the long build times of the products on offer, most items are ordered specially from the manufacturers when you place an order with us. Usually it takes under two weeks for items to reach us, and then two days from our warehouse to you. This depends entirely on the availability from the manufacturers, and we are committed to keeping you informed on the progress of your order at every stage.
However, stock levels are constantly in flux and some items will be in stock in our warehouse. Orders will be dispatched the next working day; we offer a flat rate two-day service at £6.99 for UK customers. - Where do you ship to and how much does it cost?
- Currently we ship to all mainland areas of the UK, and to all countries within the EU. Unfortunately at the moment we are unable to ship outside of the European Union. Delivery is charged at a flat rate of £6.99 to the UK (two day service), and £17.99 to countries within the EU (two-five day service)
- Why don’t I just order direct from the manufacturers?
- We offer a level of service that the manufacturers just cannot match. You can contact us at any time, day or night, and speak to a UK based representative that will deal with your needs swiftly and efficiently.
Further, by ordering with us you can save the hassle of having to order from abroad. No need to deal with shipping fees, Customs, and VAT charges. Items in stock will take two days to reach you and as our orders take priority with manufacturers, we can get it to your door quicker and with less hassle.
In any case, a large number of our products are on offer for less than the cost of importing it yourself! (after all associated payment fees, shipping and VAT) - I’ve sent you an email, how long till you reply?
- We aim to reply to all enquiries within 48 hours.
- Is this site safe and are my details protected?
- Yes, we are committed to ensuring your shopping experience with us is as safe as possible. Please look at our Privacy Policy for more details.
- What are your terms and conditions?
- You can view our T&C here.
