What are your delivery options?
We have multiple delivery options - if you place an order Monday - Friday where all basket items are in stock we offer Next Day delivery. You can even order up until 3 pm on Friday and receive your delivery on Saturday (please note Saturday delivery is a premium service). We use a range of delivery partners in order to offer the best options for our customers including, FedEx, DPD, UK Mail and Royal Mail. Please note Royal Mail deliveries are currently non-trackable on a 2-3 day service.
Orders placed using V12 Finance have to be delivered to the address where the finance agreement has been accepted and approved. The delivery address for finance orders cannot be changed mid flight and are only delivered by DPD within the UK mainland.
Do you ship internationally?
For DHL Shipping Quotes to New Zealand, Australia and USA, please call 01273 665400 or email [email protected]
Please note all FMIC products (Fender, Squier, Gretsch, Jackson, Charvel and EVH) are not available for sale outside of the EEA (the EU, Iceland, Liechtenstein, Switzerland and Norway).
What payment types are accepted?
We accept all major debit and credit cards including Visa, Mastercard & American Express, PayPal, PayPal Credit, Klarna, App2Pay & Amazon Pay. Finance options are available on selected items over £250 via V12 Retail Finance subject to age & status. Minimum spend applies.
How do I get hold of someone if I have a query?
There are several ways you can get in touch with us:Call us on 01273 665 400, email us on [email protected] or use our Web Chat
When are your phone lines open until?
Our phone lines are open from 9.30am-5.30pm from Monday - Friday, 9.30am - 5:30pm on Saturday and 11am - 5pm on Sunday. Bank Holiday opening times will be the same as Sunday hours.
When are your shop opening times?
Our Brighton Megastore is open from 9:30 am - 5:30 pm Monday - Saturday, and from 11 am - 5 pm on Sunday.
How do I make a complaint?
Making a Complaint
Please email [email protected] or contact us by post at the below address:
60 Gladstone Place
If you have purchased using either finance or credit and would like to complain, you can do this by visiting the financial ombudsman website. Click here to visit the financial ombudsman website.
How We Handle Complaints
At GAK, we aim to respond within 1 working day to all complaints via email.
Every week, we review all complaints and feedback, both positive and negative, and share it across the company. As a leading music retailer in the UK, our goal is to consistently improve and refine our practices to ensure that a GAK customer’s experience is second-to-none. From when you add an item to your basket to when it arrives at your door and beyond, we strive for every aspect of shopping with us to be as smooth, successful and satisfying as possible.
Our Brighton store is open from 9:30 am - 5:30 pm Monday - Saturday, and from 11 am - 5 pm on Sunday.
Nearly New, Ex-Display, B-Stock & Second-Hand
What is Nearly New stock?
Nearly-New items are fully-working products that may have been unboxed or tested by a customer, and may have different packaging but are otherwise as-new. All Nearly-New products come with a full manufacturers warranty so you can buy with complete confidence.
What is Ex-Display stock?
Ex-Display items are new stock that has been previously on display in our shop, and may have some slight cosmetic damage or imperfections as a result, and/or some packaging or accessories may be missing. All Ex-Display products come with a full manufacturers warranty so you can buy with complete confidence.
What is B-Stock?
B-Stock items are generally repaired or refurbished customer returns that may have some slight damage or imperfections, some packaging or accessories may be missing. B-Stock items are heavily discounted so you will find great deals and they still come with a 6 month warranty for peace of mind.
Please note, these items are usually one-off offers and will be dealt with on a strictly first come first served basis.
What does Second-Hand mean?
Second-hand items are pre-owned products that are often well-used but fit for purpose. These items are sold as seen but are covered by our 7-Day returns policy and include a 3 month warranty.
Please note: we cannot offer a warranty on second-hand cymbals.
Do B-Stock & Second-Hand items come with a warranty?
Yes, we issue a 6-month warranty on B-Stock products and 3-months on Second-Hand products.
How do I redeem a Discount Voucher Code?
How do I redeem a Discount Voucher Code and where can I find them?
All discount vouchers can be redeemed on our website during the basket stage of your purchase. You will be asked to enter and submit your code, having done that your basket will update with the reduced purchase price.
We run intermittent voucher codes for GAK Membership Account holders in the membership area of our website, in our weekly E-Newsletters, and in our printed adverts found in Guitarist Magazine.
Most of our vouchers are single-use and have set expiry dates. If you have entered a code and it is not updating your basket total, please call us on 01273 665400.
Please note: Finance packages cannot be used in conjunction with any voucher on our website. Any product being purchased with a discount voucher must be paid for in full at the time of order.