Occasionally you may need to return items – please email us with the details of the return within 30 days of receiving the order. We'll then send you an email back to confirm the return the refund or exchange along with out return address to one of our stores or via post for an exchange or refund.
Under the Distance Selling Regulations, if you purchase online or by phone your consumer rights entitle you to a full refund if you request one in writing within 14 working days of delivery; we have extended this to 30 days. This excludes the products listed as exceptions below.
Conditions of Return
Items must be in their original condition with the packaging unopened and accompanied with your receipt of purchase.
Delivery Charges
We will cover the postage for returning/replacing items that were sent in error or defective when delivered (please contact us to advise the delivery method), otherwise you will be responsible for any costs incurred in returning items to us. We highly recommend that you send items back via a traceable service and take out postal insurance to cover their value, as we are not responsible for the risk of loss or damage to such goods.
Products we are Unable to Exchange or Refund
Unless faulty or not as described, we cannot refund or offer an exchange on:
-> Earrings
-> Items intended for aural use, such as reeds
-> Digital Sheet Music Downloads & Print on Demand item(s)
-> Labour/Parts to customise an item(s)
-> Unsealed CDs, DVDs or other recording media, software or video's
-> Software Site Licenses (for Schools, Colleges & Universities)
-> Personalised, Specially made or made to measure products cannot be returned unless faulty
-> We are unable to cancel 'Digital Sheet Music Downloads & Print on Demand' items.
View the full details of our transparent returns policy below:
Track My Order
At each stage of the order process we will send you an email to keep you up to date with the status of your order:
- Fulfilled - your order has been despatched in full from our warehouse
- Partially Fulfilled - part of your order has been despatched. We will despatch the rest of your order as soon as we receive the out of stock items
If your order has been partially delivered this may be due to us dispatching some items from various locations and therefore separate deliveries.
Why hasn't my order been sent yet?
Most products are normally in stock, however, occasionally some items may be out of stock. Information as to whether a product is in or out of stock and how long it may take to be despatched can be found on the product page just above the 'Add to Cart' button. As soon as the product(s) arrive we will despatch them and send an email to notify you of this.
Orders can take a few working days to arrive depending on which postal option you have chosen. You can check how long each delivery option is likely to take on our Delivery Information Page here
Can I Change or Cancel my Order?
Once you have placed your order we are normally unable to make changes.
If you would like to purchase further items, you will need to place a new order for these. If you need to change the delivery address on your order please contact customerservices@crookandstaple.com immediately. In such a circumstance, however, we are unable to guarantee that we will be able to make the requested alteration, as the order may have already been despatched by the time we read the email.
If your order has already been despatched or delivered, please see our Returns Procedure (below) as there are some items/services which we cannot cancel, refund or exchange – please continue reading our Returns Policy for details of these items.
Conditions of Return
Unwanted items must be in their original condition with the packaging unopened and accompanied with your receipt of purchase. Faulty or incorrect items should be returned in their original packaging, with the addition of any further packaging if this should be deemed necessary.
Products that we are Unable to Exchange or Refund
Unless faulty or not as described, we cannot refund or offer an exchange on:
- Items intended for oral use such as reeds & cane
- Personalised or custom made to measure products cannot be returned unless proven faulty
- Digital Sheet Music Downloads & Print on Demand item(s)
- Labour/Parts to customise an item(s)
- Unsealed CDs, DVDs or other recording media, software or video's
- Software Site Licenses (for Schools, Colleges & Universities)
- Earrings
If an oboe, cor anglais, bassoon or contrabassoon reed is damaged or faulty on delivery, this must be reported to Crook and Staple in writing immediately and no later than 14 days from the arrival of the order. Once Crook & Staple has accepted the return of the reed(s) it must arrive with us within 14 days. If a reed has been played or modified in any way, Crook and Staple will not replace it.
We are unable to cancel 'Digital Sheet Music Downloads & Print on Demand' items.
Returned Items Delivery Charges
We will cover the postage for returning/replacing items which are found to be defective or that are sent in error (please contact us to advise the delivery method), otherwise, you will be responsible for any costs incurred in returning items to us. We highly recommend that you send items back via a trackable service and take out postal insurance to cover their value, as we will not be responsible for the risk of loss or damage to such goods.
If you have returned an item to us that is not refundable or exchangeable, as set out in this returns policy, we may, at our discretion, charge additional postage costs to return that item to you.
Returns Procedure
It is important that customers should Email us / notify us in writing about the return of any item before returning it to us.
Once we have confirmed the return with you, please send the item(s) with your receipt or order confirmation, your contact details, the reason for the return and whether you would like a refund or a replacement to our new returns address:
Returns, Crook and Staple, Ground Floor Office, 25 Gwentlands Close, Chepstow, Monmouthshire, NP16 5JH, UK
Having contacted Crook and Staple as requested above and received an acknowledgement from us of the return of your item(s), it is your responsibility to ensure that the items arrive at the above returns address within 30 days of the acknowledgement date.
Under the Distance Selling Regulations, if you purchase online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of delivery. This excludes the products listed as exceptions.
If you have any questions about our returns policy, please do not hesitate to contact customer services: www.customerservices@crookandstaple.com
This returns policy does not affect your statutory rights.
