Process and Terms of Sale

(For Sales Outside Australia)

 

  1. Placing an order
  2. At the time of placing an order, we will give you an approximation of when your instrument will be commenced and finished, according with the waiting list.

    Because of the length of time taken to produce a handmade instrument, we will negotiate an upfront payment. This would usually be somewhere between a quarter and one third of the instrument cost.

     

  3. Commencement of Making
  4. We will contact you when we are ready to start work on the instrument/s and will commence once the initial payment has been received. At this time, we also confirm delivery and payment details.

    Delivery may be by registered Australia Post or a courier service such as FEDEX or UPS. Australia Post is by far the cheaper option, but FEDEX and UPS allow the parcel to be ‘tracked’ along the way. Also, they will deal with customs and bring the parcel to your door if you do not live in a remote area.

    Payment - We do not accept overseas cheques, so will send the necessary details for electronic transfer.

     

  5. Receipt of Instrument
  6. Please phone or email to confirm arrival of the instrument. If you are happy with the instrument, please pay the balance within one week of receipt, unless otherwise discussed.

    If you are not totally happy with the instrument, we will discuss any problems and their remediation.

    If you feel unable to accept the instrument, we ask that you send it back immediately. Once it is received, we will refund your initial payment, less the freight charged to send the instrument overseas.

     

  7. Transit Problems
  8. Very occasionally, instruments are damaged in transit, usually in the cargo holds of aeroplanes. In this case, we would ask you to take the instrument to a reputable luthier for repair and we pay for the damage. We will require photos and a statement and invoice from the luthier so that we may claim on our insurance.

    On the unfortunate occasion that an instrument is lost in transit, we will lodge a claim under our insurance policy and undertake to commence work on another instrument as soon as possible.