Your Order FAQ
Is there an issue with your order? Let's see if we can find a solution with these frequently asked questions.
If you're concern isn't resolved here then please contact info@stringsdirect.co.uk
MY ORDER HASN’T BEEN DELIVERED, YET
Please note that, although delivered next day most of the time, Royal Mail 1st Class post has a delivery window of 1-3 working days.
If your delivery’s overdue then generally there’s a good reason for it. So first, we do suggest checking some of the usual places including with your neighbour, behind your garden bin, or even with people you live with!
Please contact our team if you’re still waiting after these checks.
I’VE MESSED UP THE ADDRESS ON MY ORDER
Yes, we know it does happen. Please contact us as soon as you realise and we will do our best to amend your order before it’s despatched. However, if the parcel has departed already we’re physically unable to make the change. In some cases, it will be returned to us and we will then forward it onto your correct address at no extra cost.
I’VE ORDERED THE WRONG ITEMS
Doh! Not to worry, it happens... . Please notify us as soon as you realise, so if we can, we’ll stop and rectify your order before it’s despatched. If your order has already departed then just wait until it arrives and send it straight back to us for a full refund. In the meantime you’ll be able to reorder the correct items.
HOW DO I RETURN AN ITEM?
We understand that occasionally an item isn’t exactly what you were intending so we offer a 30-day free returns period. Returns need to be authorised by contacting our team. Returned items must be in their original, unused condition (including all packaging, labels, and tags) unless genuinely faulty in which case our team must be informed.
Refunds and exchanges will only be accepted when the conditions meet those listed in our terms & conditions.