Frequently Asked Questions
This page is designed to provide answers to the most common questions we get asked.
Please read through the FAQ and if your particular question is not answered, please contact us.
Can I buy an item over the phone?
Yes - Please call us on our customer support line at the top of the screen. Please note, all card payments over the phone MUST be delivered to the registered card holders address.
Can I have an item sent to an alternative address, other than the one my card is registered to?
Yes you can. There are several ways to do this.
- Pay through our web site with debit/credit card and complete Verified By Visa/Master Card Secure Code security. You need to enter your delivery address at the start of the check out process. Your transaction will be reviewed by Rich Tone Staff before being cleared for dispatch. This method will only work for UK Customers.
- Pay through our web site and use Pay Pal as a payment method.
If you have an account with them already, you can select a pre-registered address. We will send an item to wherever Pay Pal tells us. - Pay through our web site and pay with direct bank transfer.
I would like to buy an item, but would like to buy it in person - can I come over to the store?
Yes, you are more than welcome to come along to our store in Sheffield.
If there is something specific you are after, we always recommend phoning ahead to ensure availability BEFORE you travel. We sell a lot of items mail order each day, and stock levels can change rapidly.
So always best to phone ahead!
Do you do part exchange?
YES!
We ACTIVELY seek out and welcome part exchange on the following brands; Taylor, Gibson USA, Gretsch Japan and Vintage, Fender USA, PRS, Tokai Japan against new instruments from our catalogue.
If you have something else, please let us know as we will consider anything from a major guitar or amp brand.
Do you deliver on weekends?
UPS do operate a limited Saturday service to UK post-codes. Additional premium is charged by UPS for this service. Please contact us for details.
Why do you use UPS rather than Parcel Force for your packages?
We use UPS AND ONLY UPS as they are THE best courier operating in the country today.
Their vans are racked which prevents damage in transit, they are fast, professional to deal with and above all, offer full insurance for items we send out.
If anything untoward happens in transit we are fully covered and can therefore offer the customer a hassle free service. Other courier companies do not offer insurance for guitars and unfortunately have many horror stories regarding guitar damages, no customer signatures etc etc. We do not touch them with a barge pole.
Are you a proper shop?
Yes!
We are a full time musical instrument retailer, a registered LTD business in England and Wales.
We obviously specialise in mail order, but also service local and travelling customers in their guitar needs and have a shop/showroom with a huge selection of guitars on display to offer an excellent selection of the brands we represent.
Moreover we are an official retailer/dealer for all of the brands that we sell and thus can offer comprehensive warranty for all our UK customers.
If I buy in store, will I still get the web site price? A lot of your competitors charge more for buying in person.
Yes!
If you buy in store, you get the web site price - simple!
We fundamentally dislike the other type of business model. If someone is prepared to come and buy in person from you, then we do not understand how some of our competitors can justify a lower price on their site, compared to in store.
We do not put up high RRP+ prices in store - like many other shops, simply to haggle a deal where it is still ultimately more expensive than a web price.
Our pricing is transparent. We track the internet prices for all our main brands - offering clear value.
Do You Ship Overseas?
Yes we do.
How much does shipping to my country cost?
Simply add as many items as you like to your shopping basket.
When you have done, click "basket" at the top right hand side of the screen. Click on your country's flag.
This will display the combined shipping rate to your destination.
I can't see my flag in the shopping basket. Why?
Firstly, make sure you check the drop down box under the flags for a list of additional shipping countries.
If your country is not in this list, please E-mail us and we will arrange a quote to your location.
Some destinations are not covered by our courier.
Item shows out of stock - Pre Order - what does this mean?
While we carry a huge range in stock at all times, many itmes may go out of stock from time to time. Also, newly released products will be put on the web site before they arrive.
Our Web Site now allows our customers to pre-order items from our catalogue. If limited quantities are available, our web site will show the number on Back Order in real-time.
How do i pay for Pre-order items?
You just check out as normal and you can make payment with ANY of our payment options normally available to you. Payment is taken in advance and your order will be fulfilled ASAP.
How long will my Pre-Order take?
Most of our Pre-Order catalogue can be fulfilled to your door within 3-12 working days.
Some new release items will take longer as they are normally released to dealers at once on a specific date.
Our sales team will contact you by E-mail immediately if there are any expected delays.
