Standard applies to UK, and will normally be 1st class post. These options are cheaper but will not usually be tracked or insured.
Special delivery (UK)/Tracked & Signed (outside UK)
We will insure any items sent via these methods
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. Returns using incorrectly marked customs forms may not be accepted (see below)
Mouthpiece returns and trials
Returns on played but undamaged production model mouthpieces are generally accepted within two weeks 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. 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.
When returning from outside EU
Customs form must be filled correctly for returned goods (tick box or fill in field clearly).
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.
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 were and tear. We advise the use of a mouthpiece patch.
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. You can use our handy live currency converter to see an approximate conversion rate.