Shipping
We are proud to offer international shipping services that currently operate in over 28 countries. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship my items?
Items from our UK warehouses are shipped through Royal Mail or Hermes/Evri. items shipped from our European warehouses are shipped through DHL. Items shipped from our US warehouses are shipped through USPS and Items shipped from our China warehouses are shipped by ePacket or EMS depending on the weight and size of the product.
Do you ship worldwide?
No. We only ship within the UK and to EU Countries.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more items may be shipped to you and may get custom fees when they arrive in your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location | *Estimated Shipping Time |
|---|
| United Kingdom | 5-30 Business days |
| EU Countries | 5-30 Business days |
*This doesn’t include our 2-5 day processing time.Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Returns
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time (20 days, not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item, you can request a refund or a reshipment.
- If you do not want the product you’ve received, you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Shiretail (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (20 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different item. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Don’t buy from these guys. they said an item showed up and it never did. attempted to get a full refund to no avail. you’d have better luck elsewhere. will update this if they ever give me my money back.
I ordered my ps14 on april 30th. tracking showed no movement for at least 3 weeks. it finally arrived on june 5th. i have to say it is a beautiful guitar and i am pleased with it. intonation was right on and when tuned it sounds nice. frets are rolled and i have yet to change to the d’addario light strings i bought waiting for it to get here. have no idea how the electronics are so i cannot say. as frustrating as it is thinking you will never receive the guitar you ordered, i hope you are pleasantly surprised when it arrives. it’s no martin or taylor but it is a fine instrument and i’m glad i waited.
I have to admit, it did take a while to get it, and i was pretty frustrated that it took so long to get it. but after all was said and done, and the guitar finally showed up, i have to tell you: it was worth the wait. and i regret leaving any kind of comment that was negative, because this guitar is absolutely amazing!!!
Guitar came well shipped in a polystyrene case. the finish was superb. i couldn’t find any flaws. the amplifier sound was excellent. the battery is located inside the sound hole in the velcro bag.. the guitar plays very very well. has been set up well and the frets have been dressed well. the quality is very good. it is much better than i anticipated. i plan to have it professionally set up in a few months once it’s adjusted to my climate.. i’m very happy with the purchase. i have no regrets.
Beautiful guitar. nice sound. everything about this guitar is perfect. a title bit too hard tension strings. i change the strings to extra light and now i cant stop playing.
Received late but overall is great.
I recieved good one. But instead natural color top board (product introdaction picture is natural colore only) ,recieved red color top. However, quality is reasonable.so i accepted this one. Sound is feel good.
Very beautiful guitar. Light and pleasant to touch, incomparable quality-to-price ratio.