COVID-19 Customer Update - Updated 15th April
We are delighted to have raised our shutters and opened the doors of our Brighton store for the first time since 5th January. In order to keep everyone safe and help things shift back towards retail-life pre-COVID as smoothly as possible, we have implemented some essential safety measures for both customers and staff to adhere to.
Whether you are wanting to try out your new instrument, purchase that essential accessory or collect an order you have reserved via Click & Collect, we have made sure your shopping experience will be as smooth as possible.
Book Your One 2 One Appointment Now - Strongly Advised!
At GAK, we understand how important it is to try-before-you-buy, it’s how we started, after all! We really missed you and many of you have already booked a One 2 One Appointment and we've loved having customers back in-store. With that in mind, we have experienced a high level of bookings and strongly advise booking a One 2 One Appointment to avoid queuing outside or even being turned away.
Our shop is open for walk-in counter sales, allowing you to purchase essential accessories. You can even pop in to use our Guitar Repairs Service should any of your prized guitars need a little love after not having access to a luthier.
We have placed clear social distancing markers around the front counters, so you can remain at a safe 2m distance. Each counter also has protective screens to protect you and our staff. We kindly ask that you wear your facemask and use our sanitising stations upon entry.
If you are scheduling a visit to our Brighton shop, avoid the queues by arranging a One 2 One Appointment.
Click & Collect
Our Brighton store has remained open for Click and Collect orders, simply select ‘CLICK & COLLECT’ when checking out online or call our mail order team on 01273 665400 to arrange.
When checking out, you will be asked to choose the date you would like to collect, as well as choose between three timeslots, which are:
We have a dedicated Covid-secure location in-store to collect from and pay for your items. Should your plans change and you can no longer make your collection slot, you are given a 5-day window to rearrange.
Online orders continue to be dispatched on time though, due to high demand and COVID-safe working restrictions, some delays of up to 24hrs have been experienced. We are working our hardest to limit any delays and always advise you before your delivery day to let you know if there has been any disruption to your order.
When booking a One 2 One, can more than one person attend? Yes, provided they are from the same household.
The shop is now open to walk in and buy accessories, does this apply to all in-stock items? Counter service is available, but the shops do not hold stock of everything we list online. Items can be brought over from our local warehouse with prior notice.
I do not require 1 to 1 attention, can I go into the shop and browse? Browsing is available providing there are staff members free and there are no One 2 Ones booked. We strongly advise booking to avoid disappointment.
Is there a guitar repair service and what is the best way to contact? Yes, we have an in-store repairs service, follow this link to find all the necessary info. Alternatively, you can call 01273 665400 or email [email protected].
I would like to return my order, can I drop it off at the shop? Yes, providing you have contacted us to arrange a drop-off time. We cannot accept walk-in returns without an appointment, so please ensure you have contacted us first or you may be turned away.
Keeping Each Other Safe
In response to Government advice, we are now taking some further steps to help ensure our staff and customers’ safety at this difficult time. For many weeks now we have been following guidelines on increased personal hygiene for staff and we have increased the frequency of our workplace cleaning schedule but now we will be implementing additional safeguards:
- We have already implemented our Business Interruption Plan and relocated as many staff as possible to work from home, this plan has been in place for over a week and means our Mail Orders Sales Team and our Customer Service Team are working at full capacity with currently no downtime on any of our business phone lines or online chat support.
- Our warehouse and logistics centre is still receiving stock and dispatching orders and we are largely now back to normal service.
- Please allow up to 72 hours for returned items to be opened and inspected, our customer service department will update you on any return/refund as soon as they can.
We are currently experiencing longer call queues than usual due to demand, feel free to use the live chat or contact us section on the website. We aim to handle all internal emails within 24 hours on weekdays and 48 hours at weekends.
If you have any questions about an order you have placed or you need advice please don’t hesitate to contact us in the normal ways, either by email, phone or online chat - our teams are here to help!
A Huge Thank You To Each and Every Customer This Past Year
“We have been taken back from the amount of new, repeat and loyal customers GAK have experienced during these unprecedented times. Whether you have placed an order for a cable, custom-built guitar or anything inbetween, each of us at GAK cannot thank you enough. We promise to do everything we can to keep our customers playing, creating and listening to music.” Kindest regards - The GAK Team