How can we help you?
FAQ's
THINGS YOU NEED TO KNOW
Upon placing your order, you'll get a confirmation email. After your order is dispatched from our warehouse, you'll receive another email with your tracking details.
Should your order not arrive within the specified delivery window or arrive damaged, please reach out to us promptly, and no later than 7 days from the delivery date indicated on your tracking information and we'll aim to rectify any issues quickly.
DELIVERY INFORMATION
We offer a range of shipping options based upon the order value and size of the package. All available shipping options will be displayed at checkout.
ECONOMY DELIVERY from £1.79
- Estimated delivery 2-4 DAYS
- Tracking number provided
- Confirmation of delivery
EXPRESS DELIVERY from £4.99
- Estimated delivery NEXT WORKING DAY
- Tracking number provided
- Confirmation of delivery
- Free for orders over £199
EXPRESS PRE-12 DELIVERY - £10.99
- Delivery Pre-12 NEXT WORKING DAY
- Tracking number provided
- Confirmation of delivery
SATURDAY DELIVERY from £8.99
- Saturday Delivery only
- Tracking number provided
- Confirmation of delivery
THINGS YOU NEED TO KNOW
Orders placed before 3pm Monday-Friday will usually be despatched the same day
Orders over £199 qualify for free Express Delivery (Mainland UK only)
If you have any queries regarding delivery times and prices, please contact Customer Services on +44 (0)1925 407 056.
Please note, your order total excludes VAT or duty charges. EU customers are responsible for any taxes and fees upon item arrival.
UK VAT will be removed from your order total.
We have various services that cater to customers with the EU. Available options will be determined based on the size of the package, the total value of the order, and its destination.
ROYAL MAIL TRACKED - FROM £11.99
- Estimated delivery 5-10 DAYS
- Tracking number provided
- Confirmation of delivery
FEDEX STANDARD DELIVERY - FROM £14.99
- Estimated delivery 3-5 DAYS
- Tracking number provided
- Confirmation of delivery
FEDEX EXPRESS DELIVERY - FROM £24.99
- Estimated delivery 1-2 DAYS
- Tracking number provided
- Confirmation of delivery
THINGS YOU NEED TO KNOW
Orders placed before 3pm Monday-Friday will usually be despatched the same day
If you have any queries regarding delivery times and prices, please contact Customer Services on +44 (0)1925 407 056.
We have various services that cater to our international customers. Available options will be determined based on the size of the package, the total value of the order, and it's destination.
ROYAL MAIL TRACKED - FROM £11.99
- Estimated delivery 5-10 DAYS
- Tracking number provided
- Confirmation of delivery
FEDEX STANDARD DELIVERY - FROM £14.99
- Estimated delivery 3-5 DAYS
- Tracking number provided
- Confirmation of delivery
FEDEX EXPRESS DELIVERY - FROM £24.99
- Estimated delivery 1-2 DAYS
- Tracking number provided
- Confirmation of delivery
THINGS YOU NEED TO KNOW
Orders placed before 3pm Monday-Friday will usually be despatched the same day
VAT and Duties are NOT included.
If you have any queries regarding delivery times and prices, please contact Customer Services on +44 (0)1925 407 056.
WILL I NEED TO PAY CUSTOMS FEES WHEN MY ORDER ARRIVES
When shopping from outside the UK, any taxes and fees will be calculated and charged once the goods arrive into the country of receipt. Typically you will receive an email from the shipping company detailing and taxes any charges due.
In the event that your territory requires Customs Duty, it is your responsibility to pay the charges to the authorities. The amount and whether or not Customs Duty is applicable is subject to the specific regulations of each country.
The Customs Duty is usually calculated based on the value and type of the imported goods.
Note: Your order total does not include VAT/duties. Customers must pay any applicable taxes/fees upon arrival. UK VAT is excluded from your order total.
WHAT IS CUSTOMS DUTY?
When goods & products are transported across different countries or customs territories, a charge called "Customs Duty" is levied by the customs authority of the destination country.
WHAT HAPPENS IF I DON'T PAY THE CUSTOMS DUTY?
If you refuse to pay the customs fee, we will need to verify with the courier that your parcel will be returned to us before processing a refund for your order. Please note, the original shipping costs and a return shipping fee of £45 may be deducted from your refund.
If you are unsure about whether or not you will be charged customs fees, we recommend that you contact your local customs office for more information before placing your order.
Some of our products are classed as hazardous/dangerous goods, and the shipment of these items is strictly controlled.
These products can only be transported by road and delivery is restricted to addresses within the UK, EU, & Norway.
We regret we are unable to ship these items to other destinations.
Products affected by these restrictions include :
- All nitrocellulose products (aerosols, tins)
- Water based stains
- Finishing oils
You can check the status of your order at any time using the My Account section of our website. Just sign into your account and click the 'My Orders' tab.
All orders placed will be shown with the newest order first. Select the order from which you wish to view the status.
Orders can be modified or cancelled if they havent already been processed by our fulfillment team. It's best to give us a call on 01925 406056 as this is the quickest way to make changes to your order.
Outside of our normal opening times please email us as sales@northwestguitars.co.uk, and we'll do our best to deal with your request before the order is processed. However, we can't always guarnatee that we'll be able to retrieve the order in time.
It is not possible to cancel an order after an item is packed and dispatched. After shipping you will need to follow the Returns process to send your item back to us for a refund.
Yes you can.
Our Warrington store is open Monday to Friday between 9am and 4pm.
Click here for directions.
Yes, you can. We supply electronic gift gards, which can be emailed directly to the recipient of your choice.
You can make a gift card purchase here.
You have 5 years to use your gift card. After this time, the card will expire, and any remaining value will be lost.
A gift card can be purchased in the following denominations £10, £25, £50, £100. You can purchase multiple gift-cards of different values if required.
No, the gift card cannot be refunded or exchanged for cash.
Refunds are always issued back our customers through whichever payment methods were used when purchasing. The amount paid with a gift card will be returned to the same gift card for you to use for future purchases. Any amount paid using a card or other payment method will be returned via those methods. The date of expiry will remain unchanged.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Alternatively you can contact us at enquiries@northwestguitars.co.uk. Please note that returns will need to be sent to the following address: [Returns Department, Northwest Guitars, Unit A Hoyle Street, Warrington, WA5 0LW]
Incorrect/damaged items
If you receive a damaged/defective item, or if you any part of your order is incorrect, you must notify us wthin 5 working datys. We’ll send you a free return shipping label and, in most cases, arrange collection, as well as instructions on how and where to send your package.
Unwanted items
We regret that we are unable to provide free return labels for unwanted items or items purchased in error.
Exceptions/Non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or pre-built wiring circuits).
Unfortunately, we cannot accept returns on sale items (unless they are damaged) or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EU 14 Day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@northwestguitars.co.uk.
Simply head over to our competition page, choose your dream guitar and answer the qualifying question correctly.
Choose how many tickets you'd like to purchase and checkout. Once your order completes we will randomly assign you your ticket numbers and they will appear in your “My Account” section under “My Entries”.
Each competition is assigned a different draw date, visible on each competition page. Alternatively, if you already have tickets you can see these details in your account under ‘My Entries’.
The draw date is set in stone. We will Never extend the draw date.
Unforeseen circumstances
The only reason we would ever delay a draw is due to circumstances beyond our control. This could be a technical issue, health problem or some other unavoidable circumstance.
Please Note: In the event that we are forced to delay the draw, the competition end date would still not be extended. Ticket sales will still be closed as advertised, but there may be a delay in carrying out the live draw.
As the UK’s largest supplier of guitar hardware and accessories we’ve been operating for over 12 years, with hundreds of 5 star reviews on Google. But don’t just take our word for it, check them out for yourself!
All guitars offered as competition prizes are in our possession. We don’t offer any prizes that aren’t physically here to view in our store, and all images have been taken by us (no stock images here)!
We notify all competition winners of their prizes within 24 hours of the live draw, and ship all prizes with DHL, fully tracked and fully insured.
We’re completely transparent and proud of the high level of customer service our team provides
