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Shipping & Returns

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In‑Stock Items Only

All products available through our online shop are in stock at the time of purchase.
We do not sell custom, made‑to‑order, or bespoke items through the online shop.

Dispatch Times

  • Orders are usually dispatched within 2–5 working days.

  • Orders are shipped Monday–Friday, excluding UK public holidays.

We prioritise correct packing over speed. High‑value items are packed properly or they don’t leave.

Shipping Methods

  • All orders are sent using tracked and insured courier services.

  • Larger or higher‑value items may require a signature on delivery.

  • Shipping costs are shown at checkout.

UK Shipping

  • Standard UK delivery times vary by item size and courier.

  • Remote or offshore locations may take longer.

International Shipping

  • International orders are accepted for all products except Hiscox Cases.

  • Hiscox Cases are only available for delivery within the UK due to territorial licensing restrictions.

  • Customs duties, import VAT, and local taxes are the responsibility of the customer.

  • We do not mark shipments as gifts or undervalue items.

  • Delays caused by customs clearance are outside our control.

Delivery & Damage

  • Responsibility for the goods transfers to the customer once the item is delivered and signed for.

  • If a parcel arrives damaged:

    • Damage should be noted with the courier on delivery where possible

    • We must be notified within 24 hours, with clear photographs

Failure to report damage promptly may affect our ability to claim with the courier.

Returns Policy

Consumer Returns (UK Orders)

Under UK Consumer Contracts Regulations, you may return eligible items within 14 days of delivery.

Returned items must be:

  • Unused

  • In original condition

  • With all original packaging

Return shipping costs are the customer’s responsibility unless the item is faulty.
We do not accept returns for items that show signs of use, wear, or careless handling.

Faulty Items

If an item is faulty:

  • Contact us within 7 days of discovering the issue

  • Provide photos and a clear description of the fault

Where appropriate, we will:

  • Repair

  • Replace

  • Or refund

This will be handled in line with the manufacturer’s warranty.

Refunds

  • Refunds are processed within 5–10 working days after the returned item is inspected.

  • Refunds are issued to the original payment method.

  • Original shipping charges are non‑refundable unless the item is faulty.

Exclusions

We do not accept returns for:

  • Items damaged through misuse or neglect

  • Items returned incomplete or without original packaging

  • Gift cards or digital products (if applicable)

Contact

For shipping or returns enquiries, contact:
Hiscox Music Co.
info@hiscoxmusic.com


Please include your order number.

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