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 Rich Tone Music Ltd

Rich Tone Music Ltd

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 Rich Tone Music Ltd Provides a range of Musical Instruments and Equipment to a range of customers via internet mail order. We sell Guitars, Basses, Drums, Keyboards, PA Equipment etc.

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  • Terms and Conditions

FREQUENTLY ASKED QUESTIONS

Here are a range of frequently asked questions and answers.
If there is something not answered here - give us a call.

  • "I want to buy one of your items but don't have pay pal - can I still purchase from yourselves?"

    Yes. Just ring on 0114 362 77 77

     

  • "Can i get an item shipped to an address different to the one provided for billing?"

    No, if this is your first order with us, you have to have the item shipped to your billing address. Your billing address is printed on your credit/debit card statement. This is an absolute pre-requisite for full insurance when sending instruments and is in the interests of every consumer.

     

  • "Do you ship to Northern Ireland?"

    Yes - however there is likely to be an additional postage charge to cover the extra cost. Please E-mail us to confirm before proceeding to pay for an item via EBay/Pay Pal. Or phone us on 0114 362 77 77.

     

  • "Are you open on the weekends?"

    No. We are currently open for business Mon-Fri 10-5pm.

     

  • "Can I come and try out guitars with a view to buy at your premises?"

    Yes, you are more than welcome to come along. All we ask is that you make an appointment over the phone or E-mail so we can fit you in

    • This is so we can make sure the particular item you are interested in is in stock.

    • We aim to give one to one attention in our showroom and by having an appointment we can normally keep this standard up.

       

  • "Can I just turn up and try something out without an appointment?"

    No, please do not turn up without arranging an appointment! This is to prevent:

    • Unnecessary travel when an item has gone out of stock (certain stock lines turn over very quickly indeed and stock profile can alter day to day).

    • Crowding in the showroom. We want to provide a high level of service to our customers, no matter how they buy from us. We aim to have one staff member for each customer so we can help and advise as appropriate.

       

  • "Do you do part exchange?"

    As as general rule, no. There may be some brands and guitars that we feel we can sell in a second hand market so the best thing to do is get in touch if you are desperately after one of our guitars. Usually though, the best thing for the customer to do is sell the item on EBay themselves.

     

  • "Do you deliver on weekends?"

    No, this is not provided for.

     

  • "Why do you use UPS rather than parcel force?...They deliver weekends!"

    We use UPS AND ONLY UPS as they are THE best courier operating in the country today. Their vans are racked which prevents damage in transit, they are fast, professional to deal with and above all, offer full insurance for items we send out. If anything untoward happens in transit we are fully covered and can therefore offer the customer a hassle free service. Other courier companies do not offer insurance for guitars and unfortunately have many horror stories regarding guitar damages, no customer signatures etc etc. We do not touch them with a barge pole!

     

  • "Do we offer finance?"

    No, This is under review and hope to have the facility from February onwards.
    This can NOT be done through EBAY as they have no facility for it.

     

  • "Are you a proper shop?"

    Yes we are a full time musical instrument retailer, a registered LTD business in England and Wales.

    We obviously specialise in mail order, but also service local customers in their guitar needs and have a shop/showroom with many guitars on display to offer an excellent selection of the brands we represent.

    Moreover we are an official retailer/dealer for all of the brands that we sell and thus can offer comprehensive warranty for all our UK customers.

     

  • "Does your price vary depending on whether I buy an item via EBay, via your web site or in your shop?"

    No - UNLIKE some other large musical instrument retailers we do not believe in penalising our customers for buying in store, via Ebay or via our site. Each customer get's the exact same price and the same high level of service no matter how they buy from us.

     

  • "On that note, do you bother checking and setting up your guitars before sending out?"

    Yes - all our guitars are checked, played and adjusted before being sent out of the door and we try and get things right first time. We are only human of course and if you ever feel like we've let you down on a product, get in touch and we'll sort it - simple as that.
     

     

  • "Do you do full luthier guitar set ups and repairs?"

    We can and do set up all our guitars before dispatch. We do not cater however for specific requirements such as custom string guages, re-cutting nuts or stoning frets. We set the guitars up to play sweet as nut in stock configuration.

    We do this for free when you buy an instrument from us.

    We do not offer a separate set up service which we charge for. You should contact adedicated Luthier if you have very distinct requirements such as, fret guages/replacement, addition or retro-fitting hardware, paint refinishing, neck break repairs etc etc.

     

  • "Do you sell sets of strings and guitar picks?"

    We do have a small selection available, mostly to service our guitar sales. We focus on selling larger items and do not have a vast array behind the counter you can just pop in and pick up at this time.

     

  • "Do you sell, Violins, Reeds and other instruments and accessories?"

    No, we sell rock and roll and bluegrass instruments with main focus on guitars, amps and related rock and roll products and accessories. This may alter in time but is not our core business at the moment.

     

  • "What happens if I simply don't like the item i bought from you?"

    Mistakes happen from time to time and occasionally you may something by mail order that you don't get on with or simply decide you hate the colour.

    This is not a problem, you can return it if arranged within 7 days of receipt. The only thing we ask you to cover is the outbound and collection/inbound and insurance charges.

    We subsidise our shipping prices to make them competitive, however collection charges are done at a premium by UPS and we have to make sure the item is fully insured again in case it got lost or damaged on the way back to us.

    Refunds will be NETT of the UNSUBSIDISED cost of outbound and inbound shipping to recoup charges incurred. Charges can be calculated at www.ups.com using their quote system. All items must be fully insured to their full value. e.g. The total UPS.com quoted price of shipping from your address (fully insured) will be deducted from your refund total.

    If you are buying a very expensive instrument, the insurance element will obviously go up so please feel free to confirm this with us before purchase if you would like to know.

     

  • "Do you make money from shipping charges?"

    No, not at all. We subsidise our shipping charges heavily and do not fully recoup our monthly shipping costs.

     

  • "What if an item arrives damaged or broken?"

    We will attempt to collect and swap or replace it ASAP. Let us know as soon as you can. If you suspect that the carrier is to blame, a couple of photos of the damage and packaging would be useful for us to file a claim.

    If you want a refund for a broken or defective item, although we'd obviously like to sort you out with a replacement, it is not a problem and you are well within your rights to ask for one. See our full terms and conditions for more info.