Refund policy

Last updated 1 September 2026.

We are a small specialist shop, and if something has gone wrong we would rather put it right quickly. This page sets out how to cancel an order, how to return something, and the items we are not able to take back. Nothing here affects your statutory rights.

1. Changing your mind — your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel most orders within 14 calendar days, starting the day after you (or someone you have nominated) receive the goods. You do not need to give a reason as long as they are not items we are unable to exchange or refund, see below).

Telling us. Let us know in writing before those 14 days are up — email sales@crookandstaple.com, or use the cancellation form at the end of this page. The form is optional; your own words are fine, as long as the message is clear.

Sending the goods back. Once you have told us, you have a further 14 calendar days to get the goods back to us.

What we refund. The price you paid for the goods, plus the standard outbound delivery charge, plus any duties or import taxes you paid us at checkout. If you chose a delivery upgrade, we refund the standard rate rather than the upgrade. We make the refund within 14 days of receiving the goods back, or within 14 days of the day you give us proof that you have sent them, whichever is sooner.

Return postage is yours unless the item is faulty or we sent the wrong thing.

Condition and handling. Unwanted items must be in their original condition with the packaging unopened, and sent back with your receipt of purchase. You are welcome to examine goods as you would in a shop; if their value is reduced because they have been handled more than that, we may deduct a reasonable amount from the refund.

Exchanges. We do not offer exchanges. If you would like a different item or strength, return the unwanted one for a refund and place a new order — the new item is then not held up waiting for the return to arrive.

Before it ships is easier for everyone: you can edit an unshipped order yourself at crookandstaple.com/edits, and the cancellation link is in your order confirmation email.

Refunds go back to the original payment method. Once we have processed one it can take up to 10 working days to appear in your account, depending on your bank or card issuer.

2. Items 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 and cane
• Personalised or custom made-to-measure products, unless proven faulty
• Digital sheet music downloads and print-on-demand items
• Labour or parts to customise an item
• Unsealed CDs, DVDs or other recording media, software or videos
• Software site licences (for schools, colleges and universities)
• Earrings

We are unable to cancel digital sheet music downloads or print-on-demand items.

3. Damaged reeds

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. Please check reeds over when they arrive and email us before playing them — a clear, well-lit photograph is the quickest way for us to look at it.

If a reed has been played or modified in any way, Crook and Staple will not replace it.

Once Crook and Staple has accepted the return of a reed, it must arrive with us within 14 days.

4. Faulty or incorrect items

If something is faulty or we have sent the wrong item, you are entitled to a full refund or a replacement, and we cover the return postage. Please contact us first so we can advise the delivery method. Return the item in its original packaging, with additional outer packaging if needed to protect it.

5. How to return something

Please email us before sending anything back — it saves delays at our end and means we can look out for it.

Once we have confirmed the return, send the item 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:

Returns, Crook and Staple, Ground Floor Office, 2 Pentwyn Close, NP16 6UB, UK

We are an online shop. We do not have a shop counter and the office is not open to visitors, so please post returns rather than calling in.

Once we have acknowledged your return, it is your responsibility to make sure the items reach us within the timescales set out above. We strongly recommend a tracked and insured service — we cannot take responsibility for items lost or damaged on their way back to us.

If you send us something that is not refundable or exchangeable under this policy, we may charge the cost of posting it back to you.

6. Customers outside the UK

The terms above apply to every order, wherever it is going. If the law where you live gives you rights that go further, this page does not affect them.

United States. We ship to the US on a Delivered Duty Paid (DDP) basis: import duties and taxes are calculated and collected at checkout and shown to you there as a separate line item, so there is nothing to pay when your parcel arrives. If you cancel or return an order, the duties and import taxes you paid us at checkout are refunded along with it.

Everywhere else. Orders sent to destinations other than the US, including the EU and Canada, may be charged import duty, local taxes and a carrier handling fee on arrival. These are set and collected by the destination country, they are yours to pay, and they are outside our control — we cannot refund them, and we are not able to declare goods as gifts or at less than their value.

Return postage, and any charges arising on a return, are yours wherever you are.

If a parcel is returned to us because delivery was not accepted, charges were refused, or it went unclaimed, we will refund the items less the original postage once the parcel is confirmed back with us.

7. Tracking your order

We email you at each stage. “Fulfilled” means your order has been dispatched in full; “Partially fulfilled” means part of it has gone and the rest will follow. Orders ship once a week via Royal Mail — see Worldwide Delivery Information for delivery times and what each service lets you track.

8. Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it.

To: Crook and Staple, Ground Floor Office, 2 Pentwyn Close, NP16 6UB, UK — sales@crookandstaple.com

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Order ID: 

Name of consumer(s):

Address of consumer(s):

Reason: 

Signature of consumer(s) (only if this form is notified on paper):

Date:

Questions

Email sales@crookandstaple.com. We are professional musicians and can take a little time to reply, usually within 5 working days.

This returns policy does not affect your statutory rights.