Frequently Asked Questions

Please read our FAQs below for answers to any questions you have about making a purchase through the Guitar Village website.


GENERAL

1. How do I know if the item I’m interested in is in stock?

Unlike quite a few other guitar/music websites, all our website stock levels are updated in real time so if it says in stock on the listing then we do actually have that product in stock. The moment an item is bought online or in the shop the website stock levels are automatically adjusted.

2. Can you send me photos of the actual guitar?

No need! We employ an in-house photographer to photograph each individual guitar for the website when it arrives into stock. In the event that we have more than 1 of a particular guitar in stock and 1 sells, our photographer will re-take photos of the new guitar that’s available for sale so you will always receive the one photographed on the website.

3. Has my guitar been on display as I want a brand new boxed one, untouched by human hands?

Most our stock is in the shop (it would be a pretty boring shop if we didn’t show off what we have!) but all stocks are safely secured and locked over a certain value and our sales staff are strict on who touches or demos guitars. All sold guitars are given a full setup and 19-point check by one of our in-house guitar techs and then checked by 3 more members of staff in quality control before being dispatched (that means each guitar is checked 76 times!)

If any imperfections are spotted during this process they are noted and discounted accordingly. We could send guitars out sealed from the manufacturer and untouched but then we’re not 100% sure that we’re sending out products in optimum condition.

4. Are your guitars setup when they come in or when they are sold?

Both! All stock is checked with a fine tooth comb when they arrive by one of our in-house techs, and setup/tweaked where needed. They’re constantly checked and maintained all the while they’re in stock, then setup and checked again when sold.

5. Do you do repairs?

Yes we do! We have 2 in-house guitar techs offering full setups/servicing, fret dressing and re-stringing. For larger repair jobs, including structural repairs/modifications we recommend local luthier (and good long time friend of the shop) Joe White.

6. I’ve seen the same product cheaper somewhere else, will you match it?

We will match any other advertised price from a genuine dealer, as long as the item is in stock and identical to the item we have.

7. What does Ex Demo or New Old Stock mean?

Occasionally we list items as ‘Ex Demo’ or ‘New Old Stock’. These are new but may not necessarily be in perfect condition and could have minor repairs, marks, scratches and/or other defects. They will be discounted accordingly.

8. I’m interested in a second hand guitar, what does EC mean?

We use our own simple key method for rating the condition of pre-owned products. If the product is used, the product name will say ‘Pre Owned’ then the year of production (if known), followed by a short key/code which will describe the condition of that product.

Code Equivalent rating Condition Description
Mint 10/10 Like new Super clean and free of any marks
EC+ 9/10 Excellent condition ‘Plus’ Some very minor signs of use
EC 8/10 Excellent condition Minor signs of use, possibly gigged but well looked after
EC- 7/10 Excellent condition ‘Minus’ Moderate signs of use, probably well gigged but still looked after
VG+ 6/10 Very good ‘Plus’ Moderate to heavy use, usually vintage/older guitars
VG 5/10 Very good Moderate to heavy signs of use, usually vintage guitars
VG- 4/10 Very good ‘Minus’ Heavy signs of use, usually vintage guitars

9. Can I come to the shop to try before I buy?

Of course! We have a large shop in a very unique 15th century building in Farnham, Surrey with 15 different display rooms and over 1200 guitars on display. If you haven’t experienced the shop yet we seriously recommend you do!

10. What are your opening hours?

The shop is open from 10am to 6pm Monday to Saturday, and 11am til 5pm on Sundays and bank holidays. We are only closed 4 days of the year – Christmas Day, Boxing Day, New Years Day and Easter Sunday.

11. Do you have any parking at the shop?

We don’t have any dedicated customer parking but there are parking spaces on the road opposite the shop, subject to availability. Alternatively there’s a large Waitrose car park just around the corner (located at the top of The Hart in Farnham).

12. What’s a wishlist?

Wishlist is where you can save your favourite items to an area of your account for a later date. Most guitarists have an idea in their heads of their dream rig setup so you can create your dream list here! Keep an eye on your wishlist for any promotions or discounts on your favourite saved items!

13. Do you hire out equipment

No, we only sell equipment. If you are looking to hire any musical equipment we recommend John Henry’s in London.

14. Do you want to buy my guitar off me?

Possibly, we’re always on the lookout for pre owned guitars. We offer part exchanges as well as cash purchases. Visit our Sell Your Guitar page to enquire.

15. What is my guitar worth?

This will always depend on quite a few different factors so it’s not as simple as giving a quick answer straight away. We have literally hundreds of years of combined experience and knowledge at Guitar Village but we also have many guitar history and collection books to assist us in valuing second hand guitars accurately when we re-sell pre owned goods. If you wanted to get an idea of what you guitar is worth, eBay or online classifieds are a great place to get a guide price.

16. Do you offer commission sales?

Not at the moment. All our stock is our own, which has been bought either from the official distribution channels or second handed items traded in from customers.

17. Do you sell drums?

No. We specialise in guitars and guitar related equipment only.

18. Do you want to switch your energy provider?

No, we’re happy with all of our current providers thanks.


PAYMENT

19. How can I pay for my order?

You can either pay on a card (Visa, Visa Debit, Mastercard, Maestro or American Express), or apply for finance – all through the website. Finance options will be dependent on the goods you are purchasing and available options will be displayed at the checkout.

20. How do I apply for finance?

If finance is available it will show on the product page on the website and you will be given the option to pay by either a card or finance at the checkout. If finance is selected you will be able to choose which repayments you would like, then directed to the V12 finance website to complete the application. If approved you’ll just need to pay a deposit straight away then we will ship your order.

21. My card didn’t go through on the website, can I pay via a bank transfer?

Yes you can. Just send us an email to sales@guitarvillage.co.uk and we will provide you with the full details you need, and place the item(s) on hold so it doesn’t sell while we’re waiting for the transfer to clear.

22. How do I know if my order went through ok?

You will receive an order confirmation by email for successful orders. If you really wanted to check how efficient our real time stock levels are you can check the listing after your purchase to see it will be out of stock! (unless we have more than 1 in stock). You won’t hear from us again until we’ve dispatched your order, and you’ll then receive another email with tracking information.

23. Are my details safe and secure?

We use the latest SSL (Secure Sockets Layer) certificates so all confidential data is handled securely and not kept by Guitar Village. We will never share or sell any data to third party companies.

24. What does 3D secure mean?

3D secure is an online payment security check performed at the checkout, and is the equivalent of chip & pin but for online transactions. If your card isn’t enrolled in the scheme you can sign up very quickly and easily during the payment stage.


DELIVERY

25. How much is delivery?

We offer free delivery on all orders being delivered within the UK. Delivery charges on international orders will depend on the location and item size, and will be calculated at the checkout.

26. When will I receive my order?

If you place an order before 2pm (Mon-Fri) we will dispatch it that same day. If you are within mainland UK our standard delivery service is next working day before 7pm. If you would rather it was delivered on a specific day, or you wanted to upgrade to a morning delivery service, you will be able to do so during the checkout. For European and worldwide deliveries, an estimated delivery date will be calculated at the checkout. View our delivery page for more info.

27. How will my order be delivered?

We use UPS exclusively for all our deliveries, as they have proven to be most reliable for high-value items such as guitars. All guitars are given a 19-point check and are checked by 3 different members of staff in quality control before being securely packaged and dispatched, fully tracked and insured. You will receive a tracking number once your order has been dispatched.

28. Can I have my order delivered to my work address?

Due to the value of the products we sell unfortunately all orders must be dispatched to the registered card holder’s address. You can pick a suitable day for delivery at the checkout, and if you happen to be out when UPS attempt to deliver your parcel they will leave a card with instructions on how to either re-arrange delivery on an alternative date , or re-arrange delivery to an alternative address.

29. Can I come and collect my order?

Yes you can, in fact we’d love to meet you! Just select the collection option at the checkout and we will prepare everything ready for collection.


RETURNS/WARRANTY

30. What if my order arrives damaged or faulty?

In the rare event that an item arrives damaged or faulty you just need to get in touch within 24 hours of receiving it and we will arrange for the item to be collected free of charge (via UPS) then we will offer a replacement, repair or refund. There will be a returns form included with all orders.

31. What if I just don’t like the item I bought?

If your order arrives and it’s not entirely what you were expecting, don’t panic! Get in contact with us within 14 days of receiving the goods and we can arrange for UPS to come and collect it (collection charges apply), for exchange or refund.

32. What if my item develops a fault at a later stage?

We offer a full 12 month warranty from the purchase date against manufacturer defects on all new and ex demo products. Pre-owned items come with a 3 month warranty. Give us a call or drop us an email at sales@guitarvillage.co.uk and we will replace or repair any faulty goods within the warranty period. Accidental damage or wear and tear are not covered under warranty. Visit our warranty page for more info.

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