Shipping & Returns

Shipping Policy

This page explains how we process, ship, and deliver orders from Tone Addict Pickups.

When your order dispatches, you’ll receive a dispatch confirmation email and tracking details where applicable.

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1) Lead times

• Dispatch timeframe: Please see the lead time on the banner at the top of the home page

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2) UK delivery

We ship UK orders using tracked services.

Typical UK transit times (after dispatch):

• Tracked services usually arrive in 2–3 working days (service aims vary by carrier/service level).

Transit times are estimates, not guarantees—especially around bank holidays and peak periods.

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3) International delivery

We ship internationally where available. Transit times vary by destination and local customs processing.

Customs, duties & import taxes (international): International orders may be charged import VAT, duties, and handling fees by your country’s customs authority or carrier. These charges are outside our control and are typically the customer’s responsibility.

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4) Delivery timeframes and delays

We aim to dispatch within the quoted lead time (or the timeframe agreed for custom builds/large orders).

If there’s ever a meaningful delay, we’ll contact you as soon as possible.

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5) Address accuracy

Please check your delivery address carefully at checkout.

If an order is returned to us due to an incorrect or incomplete address:

• we can re-ship it once the correct address is confirmed, and

• additional postage costs may apply.

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6) Tracking

Where tracking is included, we’ll email it when your order dispatches.

If you don’t receive tracking within 24 hours of your dispatch confirmation, contact us and we’ll resend it.

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7) Lost, missing, or delayed parcels

If your parcel seems delayed or hasn’t arrived:

1. Check tracking (if provided) and any safe place/neighbor deliveries

2. Contact us with your order number

If a parcel is confirmed lost or not delivered, we’ll work with the carrier and resolve it appropriately. (This does not affect your statutory rights.)

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8) Damaged parcels

If your parcel arrives damaged, please contact us within 48 hours and include photos of:

• the outer packaging

• the inner packaging

• the item(s)

This helps us resolve issues quickly with the carrier.

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9) Shipping costs

Shipping costs are shown at checkout before payment.

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10) Contact

For shipping questions, contact us via email: hello@toneaddictpickups.co.uk and include your order number.

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Return & Exchange Policy

We want you to love your Tone Addict Pickups order. This policy explains when you can return items, how refunds work, and what happens on the very rare occasion that something is faulty.

This policy is written in line with UK consumer law and does not affect your statutory rights.

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1) Change-of-mind returns (distance/online orders)

If you buy online, you usually have a legal right to cancel your order within 14 days of delivery for most non-custom made goods, and then a further 14 days to send the goods back after you tell us you’re cancelling.

Eligible items (stock / ready-to-ship)

If an item is stock / ready-to-ship and you simply change your mind:

• You must notify us within 14 days of delivery

• The item must be returned within 14 days of your cancellation notice

• Items must be unused and uninstalled, in original packaging and in resaleable condition

• You are responsible for return shipping costs (unless the item is faulty or we sent the wrong item)

Refund timing: where a refund is due, we’ll refund you within 14 days of receiving the goods back (or receiving evidence they’ve been sent back).

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2) Built-to-order / bespoke items (made to your specification)

Tone Addict Pickups also provide built-to-order models (for example: customer-selected spacing, stagger, winding/voicing options, polarity/RWRP etc.

For bespoke / made-to-order goods, the usual 14-day “change of mind” cancellation right does not apply under the Consumer Contracts Regulations.

That said, if you’re unhappy with your tone outcome, contact us—we’re happy to help with setup guidance and troubleshooting.

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3) Faulty, damaged, or incorrect items

If your item is faulty, damaged in transit, not as described, or we’ve sent the wrong item, you are entitled to a remedy under UK consumer law.

What to do

• Contact us as soon as possible with:

• Your order number

• A description of the issue

• Photos (and if relevant, a short video/audio clip)

• We may ask a few quick checks (wiring, pot values, pickup height, etc.) to rule out installation/setup issues before arranging a return.

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Remedies

Depending on the situation, we will offer repair, replacement, or refund in line with UK consumer law.

4) Installation and condition of returns

To be eligible for a change-of-mind return (where applicable), items must be:

• Uninstalled / unused

• Returned with all original packaging and contents

• Packaged securely to avoid transit damage

We reserve the right to reduce refunds where returned goods show handling beyond what’s necessary to inspect them (as permitted by law).

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5) How to start a return

Email us at: hello@toneaddictpickups.co.uk

Include:

• Order number

• Item(s) you want to return

• Reason (optional for eligible cancellations, but helpful)

We’ll reply with return instructions and the return address.

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6) Refund method

Refunds are issued to the original payment method. If your original order included delivery, we refund standard delivery costs where required by law (for eligible cancellations).

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7) Questions?

If you’re unsure whether your item is stock or bespoke, or whether your return qualifies, contact us at hello@toneaddictpickups.co.uk and we’ll help you quickly.