Opening hours

The Shop at China Street in Stoke is now Closed. If you would like to try an instrument please send an email with your requirements to
For further information Click here

Terms and conditions of supply

Any order accepted by us is subject to these terms of supply. No other terms and conditions shall apply unless expressly agreed in writing.

All products are sold subject to the terms and conditions listed here. Please read them carefully before using the website. By using the site you signify your agreement to be bound by these terms and conditions.

Order Process

To place an order you will be guided through a series of simple steps on our website and payment details will be taken during checkout. Following this, we will send you an order receipt confirmation email detailing the products you have ordered. This is not an order acceptance. 

Order acceptance and the completion of the contract will take place on the despatch to you of the goods ordered unless we have notified you that we do not accept your order. Non acceptance of an order may be due to: the product being unavailable, non-authorisation of payment or identification of an error in pricing or product description. 

Payment for goods can be made by any method indicated on our website. Payment should be made and funds cleared before goods have been dispatched.

Pricing, descriptions and availability

Every effort is made to maintain prices, however we reserve the right to alter these at any time without notice. Prices given are per piece, unless stated otherwise, and include VAT at the current rate set. Prices shown on the website are charged in UK sterling. Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. If you have already received the goods we ask that you send them back to us, upon receipt we will issue a refund.

All item prices are exclusive of delivery and packaging, unless otherwise stated. Details of our delivery charges are displayed against each item. Prices are correct at the time of order only and relate to internet purchases only. All orders for products are subject to availability and we reserve the right to refuse to supply any particular person.

Delivery and Returns


Most orders with a combined value of over £75* will include free 2nd Class Royal Mail delivery. Some heavy items may be excluded from Free Shipping but this will be shown against the item it affects.

(*Excluded products include those which require in-transit insurance)

 During normal Shop opening hours we aim to ship small orders received before 14:00, the same day. Larger items and instruments will be shipped within 2 working days unless stated otherwise. At busy periods, such as Christmas, this may be 3-4 working days.

Some products may have a longer lead time and this will be stated in the full product description.
We will endeavour to meet the delivery dates in line with the information above but, where this changes, we will try and let you know at the earliest opportunity.
We will always try and send out complete orders but where this is not possible you will receive an email or telephone call to confirm your wishes. We will hold part orders for you if you prefer to wait until the order is complete or you can request to receive your order over a number of deliveries.

All shipping prices are for UK Mainland only. If outside the UK, please use the Enquiry option to obtain a shipping cost to your Country before ordering.

Royal Mail First Class
First Class Delivery aims to deliver within 1 to 3 days of postage.

Royal Mail Second Class
Second Class delivery aims to deliver within 2 to 5 working days (including Saturdays) 

Some items due to size or weight may be sent by Courier depending on location and value.

Failed deliveries may be charged for redelivery however you will be asked if you wish to have the parcel redelivered. Failed deliveries returned us are invoiced at cost as follows, £9.99 return parcel fee and if we need to resend the parcel the outbound parcel cost of £7.99.


If any of your goods arrive faulty or in damaged condition, please advise us immediately. Please also ensure that any damage is also reported to the person delivering the goods, and if signed for, ensure that it is recorded by the operative when signing.

If for any reason you are not entirely satisfied with your purchase(s), we will refund the original purchase price of an item or send you an exchange (not including postage and packing), providing you advise us within 7 working days from receipt of goods and that the goods are returned to us within 14 days in an unused and re-saleable condition.

Goods being returned via a carrier remain the responsibility of the customer until successfully delivered back to our premises and we cannot be held responsible for packages lost in transit. 

We strongly recommend that you send any returns by Recorded/Special Delivery and ensure that they are insured or covered by the right level of compensation against damage or loss.

How To Cancel An Order

In respect to Consumer Protection regulations, you are within your rights to cancel an order within 7 working days from receipt of goods.

If you want to discuss cancelling a confirmed order please telephone, email or write to us with your request to cancel. We would appreciate understanding your reasons for cancellation to understand if there is anything we have done to contribute to the cancellation. 

Goods already despatched must re-packaged in their original carton/boxes and returned to us at your own expense. On receipt of the returned Goods, they must be undamaged, unused and in a re-saleable condition and a refund will then be issued, minus the original delivery costs.

Please be aware that goods obtained or modified specially to fulfil your order can only be cancelled if faulty.

Goods being returned via a carrier remain the responsibility of the customer until successfully delivered back to our premises and we cannot be held responsible for packages lost in transit. We strongly recommend that you send any returns by Recorded/Special Delivery and ensure that they are insured or covered by the right level of compensation against damage or loss.


All our New products are covered by a twelve-month Manufacturer’s warranty unless stated otherwise.

In addition to the standard Manufacturers Warranty we will also offer a further four years Warranty, covering problems that may arise from manufacturing defects, for all New Instruments where the original purchase price is over £250. During this extended term we will perform repairs free of charge providing that the item is returned to us, delivery paid, along with the original invoice within the five year period.
The Warranty specifically does not include defects in Silver Plating / Lacquer wear or any problem relating to general wear and tear, damage, mis-use or usage beyond the limits specified by the manufacturer.

It is also a condition of the extended warranty that the owner must provide care and ongoing maintenance in accordance with the manufacturers recommendation relative to the workload actual and usage of the instrument e.g. frequent heavy use will require more frequent servicing.

The Warranty does not cover physical or cosmetic damage/abuse/fire/theft/commercial use or attempted repair by unauthorised persons.

If a fault develops, in the first instance, please call into the Shop or by phone. If the fault cannot be cured over the phone, we may ask you to return the goods back to us at your own cost, and make sure they are in the original packing and insured as we are not liable for any damage in transit.

On receipt of the returned goods we will either repair or replace the goods within a reasonable timescale. However, within the first year, if the product needs to be returned to the manufacturer the timescale will be longer, and shipping costs may be charged.

Always keep the original packing throughout the Warranty period. This may also help a product retain it’s value if it is ever re-sold.

Goods returned to us will only be accepted for repair/replacement if the goods are in the original packing accompanied with the original invoice.

Used instruments/products carry a three month warranty.


Personal Data

Privacy and rights to see the data we hold about you

We will treat all Your Personal Information obtained through the Website, by telephone and from face-to-face contact as confidential (although we may disclose this information in the circumstances set out below as legally required). We will keep it on a secure server and we will comply with current applicable English data protection and consumer legislation.

When you shop on the Website, by telephone or in-store we may ask you to input and/or provide personal Information such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information.

We confirm that any Personal Information that you provide to us (or that is available on public registers) and any User Information from which we can identify you, is held in accordance with the notification we have provided to the Information Commissioner pursuant to the Data Protection Act 1998. We may process Your Personal Information and User Information only for the following purposes:

  • Processing Your orders;
  • Performing the contract;
  • For statistical purposes to improve the Website and its services to you;
  • To administer the Website;
  • Where required by law or where processing without consent is permitted by the Data Protection Act 1998.

Copyright and use of images and text

All Site design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) and all other material on this Site are the copyright of The Sax Shack. All rights reserved.

Permission is granted to electronically copy and to print in hard copy portions of the Site for the sole purpose of placing an order with us or using the Site as a shopping resource. Any other use of materials on this Site, including reproduction for purposes other than those noted above, modification, distribution, or republication, without our prior written permission, is strictly prohibited and will be defended.

All brand names, product names and titles used in the Site are trademarks or trade names of their respective holders. No permission is given in respect of the use of any of these names or titles and moreover any such use may constitute an infringement of the holders’ rights.