Terms & Enquiries

Terms & Conditions

Payment

Payment methods

We accept all major credit cards or Paypal. All prices in £GBP unless marked otherwise. If you currenc is not lists, then the checkout wil,show £GBP, but your card or Paypal account will be billed in your own currency and converted at no cost to you.

1. Postage

Shipping is from the UK. Note that some items sent outside the UK  may be liable to be taxed at customs. We are not able to give details regarding how much or on what items. In the event that you may want to return an item, any such fees are not refundable by us – only by the appropriate customs agency and we would advise keeping all paperwork.

Standard/Airmail

Standard applies to UK, and will normally be 1st class post, outside the UK normal airmail applies.

Special delivery (UK)/Tracked &/or Signed (outside UK)

We will insure any items sent via these methods. Tracked &/or Signed outside the UK does not guarantee any faster delivery than normal airmail.

Calculate postage geographically

After adding an item or several items to your cart, click on the Calculate Shipping button and choose your location from the dropdown menu. This will give you the postage options available to your country.

2. Important: customs import duty/VAT paid by the customers outside the UK

We are unable to give advice on how specific countries treat duty/VAT on imports. It is the customers responsibility to be aware of any regulations regarding duty/VAT returns before purchasing.  Note that since Brexit, some EU countries may levy duty/VAT at point of import.
If returning under our returns policy (see below) it is important to be aware that if you have had to pay customs duty when you receive the item and subsequently return it, then it is the responsibility of the customer to claim a returns refund of the duty/VAT paid at their point of import.  For this reason it is important to retain all paperwork/receipts issued by customs.
Customs form must be filled correctly for returned goods (tick box and/or fill in field clearly as appropriate).
Also write in very clear big bold RED text on the package: UK RETURNED GOODS

3. Returns and Cooling off period

You may return or cancel the item in new condition within 14 days of receipt of order (provided the packaging is intact and the item is unused) for a refund. This does not apply to digital downloads, special custom orders, e.g. mouthpieces with tip openings different to the advertised production models, or B stock mouthpieces. Refunds for returns cover the cost of the item, not shipping or customs charges unless the item is returned and deemed to be faulty under a warranty.

Important for all Returns!!!

Before returning any item you must contact us.

Refund will not include any customs duty/tax incurred by as on receipt of returned items due to incorrectly marked packages or custom form.

Returns using incorrectly marked customs forms may not be accepted .

Mouthpiece returns and trials

Returns on played but undamaged production model mouthpieces are generally accepted within one week of customer receipt of the mouthpiece, subject to a discretionary cleaning, disinfecting and restocking fee (see below). Returns can be made on test played mouthpieces with the packaging seal broken, and will be for the mouthpiece only not including any shipping costs. Please use a mouthpiece patch to avoid bite marks.

PPT mouthpieces do not come with cap or ligature. NB: metal ligatures can scratch mouthpieces, ideally use a fabric ligature or place some protective material, e.g. a piece of card or electrical tape, between ligature and mouthpiece.

Mouthpiece Consistency

Our mouthpieces may have slight inconsistencies in external appearance due to the manual machining and hand finishing process. You may see slight scratching or other marks on the table or inside the chamber, this is not a defect. Unlike mass produced mouthpieces, ours are not necessarily cosmetically finished, they are finished to the extent that the mouthpiece plays at its best. Further polishing after this point may be detrimental to the sound and response, so we do not take returns due to these very slight scratches caused by the machining process.

Restocking Fees

We try to keep these to an absolute minimum and will not charge for mint condition returns. Depending on any polishing or plating due to ligature damage can be from £5 for refurbishing of mint condition mouthpieces up to £25 for Onyxite or £80 for metal in some cases if replating or refinishing is required due to damage. This does not affect your statutory rights.

Ten year mouthpiece guarantee

If the product is found to be faulty due to either materials or workmanship it may be returned for a full refund. Note that bite marks are not included and are counted as normal use wear and tear. We advise the use of a mouthpiece patch.

 

Enquiries

Please note the contact form below is for customer service, presales, post sales, advertising, business, site issues or consultancy booking.

FAQs

Can I contact you with a question about saxophones or playing

Please ask any questions about saxophones or playing on the CafeSaxophone forum. You will the best answers there. If you specifically want me to answer, then you can post there and tag me in the message @Pete Thomas

I did not receive the email with with my download link

Please check your spam folder. NB: Purchased downloads are also available to download directly from your customer account area.

I am having a problem downloading to iPad or iPhone

This is a common issue and affects all downloads, not just our products. In order to download anything to iPad etc. you will need an app that can handle .zip .pdf and .mp3 downloads. See this article and/or this app It may be easier to download to your desktop and then transfer to your tablet.

Must I create an account to buy something?

No. It is optional to create an account at the time of any purchase. This means we will hold your address and purchase history that could save you time when you order something else later on. We never keep or even see any card details. You will also have a link in your account area for any downloads purchased, however this is no different to the link you get in your order email. This account is not the same as a Cafesaxophone member account.

Download expired, reached its limit

  • The download may actually have expired. Download links are valid only for a certain number of days and have a limit on number of downloads - please contact us with your order number and date of purchase to reset it. (Ideally reply to your order confirmation email)
  • Download manager/accelerator software or browser plugin is interfering with the download. If so try disabling it.
  • The files did actually download, but very quickly and you did not realise. Please do a search of your download destination directory before contacting us.

Do you sell outside the UK?

Yes, we sell internationally. Your currency will be automatically converted at the current exchange rate. Note that some countries may charge VAT, import duty and handling fees. We can take no responsibility for these.

Saxophone Instruction DVD region compatibility

This is a PAL all region DVD so will not require you to reset your DVD player/computer region. However as it is PAL format it may not be compatible with some older U.S. TV sets which are NTSC only, please check if your TV and/or DVD player is compatible with PAL format. If not, it should still work on any computer with DVD drive (anywhere in the world). Please note we have only tested the DVD by playing on DVD systems or playing on computers with standard DVD hardware and software. We cannot guarantee that files extracted (ripped) from the DVD will play successfully. Sharing of copied DVDs or ripped files is illegal.

How much will postage cost?

After adding an item or several items to your cart, click on the Calculate Shipping button and choose your location from the dropdown menu. This will give you the postage options available to your country.

When will I get my stuff?

Products in stock

We usually post within 1 - 5 working days of receiving an order. We are unable to give exact delivery times, but generally packages to Europe can take 2 - 7 days, outside Europe 4 - 14 days. Under exceptional circumstances (weather, strikes, customs delays) it can take longer.

Out of stock (backorders) or special orders

Out of stock books and DVDs are generally restocked within a week. Out of stock or special order mouthpieces can take between 6 and 10 weeks for manufacturing. From time to time we have a holiday, in which case items will take longer, look out for any notices at the top of the page re:holidays.

How do I find out the price in dollars, yen, euros, dirhams etc?

The checkout pages shows prices in GBP (£). Your bank, credit card company or Paypal take care of the actual conversion, so you can pay with your normal account in your own currency. We don't publish actual rates in different currencies as this is constantly changing so we advise you check with a live currency conversion site such as xe.com

Security

We do not take, or have access to, any of your card details on the site

Cafe Saxophone Ltd | T/A TamingTheSaxophone | +44 (0)7974 940276 (please do not call outside office hours GMT)

All profit to charity Currently: £97500 - INFO