Frequency Asked Questions
Shop Hours: 09:00 - 18:00 hours
Call: +44 (0)7709231952
By Appointment Only:
Fraser Designs Ltd, Office 9, Arkwright Suite, Coppull Enterprise Centre, Mill Lane, Coppull, Chorley, PR7 5BW, United Kingdom
What countries do you ship to?
We are happy to ship outside of the UK and greatly value our European and International customers.
We are, however limited to the countries our shipping provider can reach.
International customers are responsible for paying any import duties/taxes/handling fees to their respective country.
What is the cost of shipping?
The shipping cost will vary depending factors including destination country and size of package.
The correct shipping charges will be calculated automatically on your shopping basket and will be visible prior to purchase.
When will I receive my order?
We aim to dispatch all In Stock items within 48 hours of receiving your order (excluding weekends and Public Holidays).
Made to Order purchases will be dispatched within 48 hours from the date of completion. The date of completion will vary depending on the specified build time of your order.
Where delivery takes longer than the estimated time, we cannot be held responsible for any delays. We will notify you of any such delays where reasonably possible.
Can I track my order?
Tracking details will be provided when your order has been shipped.
Please ensure you provide a valid email address when making payment.
What shipping options do you offer?
We offer a standard Next Day delivery service within the UK.
International shipping is based on our shipping provider's standard service.
All items are shipped tracked and fully insured.
Can you ship with alternative courier / shipping provider?
In short, no.
We ship via FedEx Express who fully insure the shipping of our guitars against loss/damage during transit.
We ship with FedEx Express as they are a company we trust and they have an excellent track record transporting and delivering our goods.
What is your returns policy?
Orders/purchases can be cancelled in line with your statutory rights. You can return your purchase, in its original condition, within 14 days to us for a full refund (minus PayPal fees and any costs incurred for the initial dispatching and, where appropriate, any costs incurred by Fraser Guitars).
Before returning, please contact us for guidance via email@example.com for the appropriate action to initiate a return.
The right to return goods does not apply to any Custom Order which has been specified or commissioned to the customer’s specifications. This is inclusive of any item which is not typically stocked by Fraser Guitars and has been ordered/custom made at the request of the customer. Return in these instances will be subject to the discretion of Fraser Guitars (with any costs incurred to be deducted from any refund made available).
What is your warranty policy?
Fraser Guitars warrants guitars and parts to be free from defects in materials and workmanship for one year from the original purchase date.
This warranty applies to the original retail purchaser when this instrument is purchased directly from us and no third party. This warranty cannot be transferred of assigned to subsequent owners.
Your proof of purchase or sales receipt must accompany all requests for warranty coverage.
Warranty does not cover:
Fret wear, saddle wear, nut wear, strings and batteries.
Setups, adjustments or routine maintenance of any kind.
Damage to finishes or cracks, splitting, or warping of wood due to changes in temperature or humidity, exposure to or contact with sun, fire, moisture, perspiration, body salts and acids, guitar straps, guitar stands/hangers made from vinyl, plastic, rubber or other synthetic materials, any other chemicals or non-CMG-approved polishes.
Damage, corrosion or rusting of any hardware components caused by humidity, salty air, or exposure to the moisture, body salts and acids of perspiration.
Any damage to an instrument resulting from customisation or modification.
Normal wear and tear on any part of the instrument or case including jacks, controls, switches, plated surfaces, tuning machines, pickguards, handles, latches, case hardware etc.
All other damage and deterioration due to normal usage, wear and tear, ageing, accidents, neglect, abuse, or Acts of Nature.
Any instrument which has been altered or tampered with in any fashion.
To obtain warranty assistance email firstname.lastname@example.org for further advice.
All shipping and insurance, including custom fees/duties/handling fees are the sole responsibility of the original purchaser.
Upon receipt, of the defective guitar/part, a determination will be made whether the defect is covered under the terms of the warranty. If the repair is covered under the terms of the warranty, it will be repaired at no cost to the original purchaser including return shipping. If the repair is not covered under warranty, an estimate of the cost of the repair to the original purchaser will be given.
We do not offer partial refunds against parts/orders in order for any parts to be replaced by alternative suppliers.
We do not offer partial refunds for guitars to be taken to alternative guitar manufacturers/luthiers for repair.
What should I do if there is an issue with my order?
Please contact us for guidance at 07709231952 or via email@example.com.
How do I return an item for an exchange or refund?
To return an item, you should contact us at firstname.lastname@example.org
Orders/purchases can be cancelled in line with your statutory rights.
You can return your purchase, in its original condition, within 14 days to us for a full refund (minus any costs incurred for the initial dispatching and, where appropriate, any costs incurred by Fraser Guitars).
Before returning, please contact us for guidance, on 07709231952 (or via email@example.com), and the appropriate action to initiate a return.
You will be responsible for paying your own shipping costs to return an item. Shipping costs are non-refundable, and the costs of shipping will be deducted from any refunds given.
Times taken for an exchanged product to reach you will vary depending on your location.
If you are shipping an item over £50, we would advise using a trackable service complete with insurance. We cannot process the return until received by Us.
Payment and Orders
What payment methods do you accept?
A deposit is required to secure your order.
We accept payment via bank transfer and from all major credit/debit cards via PayPal.
Custom Orders are payable via bank transfer only.
The preferred method of payment is bank transfer.
Is your order process secure?
Our payment processor is certified to PCI Service Provider Level 1. This being the most stringent level of certification available. In short, ordering online is safe with us.
Do you offer a Payment Plan option?
All orders are payable in advance. We do not currently offer a payment plan option.
Can I cancel my order?
Orders/Purchases can be cancelled in line with your statutory rights.
Custom Orders are non-refundable.
How will I know if an item is in stock?
All our "In Stock" items are available now. Images provided for "In Stock" items are photos of the exact item you will receive.
"Made to Order" items are all made to order. The images provided for "Made to Order" items depict images which are similar to the item you will receive. As each of our guitars are individually hand-made and aged, all our guitars are unique. Current lead times for all Made to Order guitars is visible on the banner at the top of our Website. Lead times will be confirmed on clearance of payment for your order
Where do you source your parts from?
Hardware and Accessories
Our hardware is sourced from manufacturers in the UK, Japan and Korea. We have tested hundreds of parts available throughout the industry to ensure the parts we incorporate in Fraser Guitars are of the highest quality and consistency.
Fraser Guitars have been winding pickups to vintage specification in-house since the start of operations. Our pickups are individually hand-wound incorporating the finest and most authentic, traditional materials to recreate the sought after vintage tone.
Bodies and Necks
From October 2020, we are outsourcing manufacture of our bodies and necks to business partners in the UK and Japan. We have been involved in every stage of selection and production in order to ensure our bodies and necks are made to our exacting specifications and Master grade standards.
The bodies and necks supplied by our manufacturers are unfinished with bare wood. Each body and neck receive the same care and attention as each hand made body and neck produced to date by Fraser Guitars. Our quality control, inspection, sanding, polishing, all fret work, all nitro finishes and all ageing will continue to be carried out by us, in-house.
Please note: our Master Series and specified Custom orders will continue to incorporate bodies and necks made in-house.
Will the guitar I receive be the exact same as the guitar displayed on the site?
When purchasing from the In Stock collection, the guitar/body/neck in the images will be the item you will receive.
When purchasing a guitar form our Made to Order section, the photos on the listing show the model and a fair example of the guitar you will receive. Each body is hand-selected to compliment the relic level and there will inevitably be variations in the wood grain and finish. Each guitar is then individually hand-sprayed in nitrocellulose and aged according to the product listing description. No two guitars will look the same! Custom shop guitars are aged to preference.
Customers are welcome to provide photos for reference purposes. While we aim to work closely with any images provided, we do not work form templates so all our guitars are unique and individual.
Can I try out a product before purchasing?
Appointments can be made to view and try out a range of our guitars via firstname.lastname@example.org or 07709231952.
We are in the workshop from 8 am - 6 pm Monday - Friday, Saturday 8 am - 1 pm.
We do not offer a "drop in" option as we may be operating machinery or spraying.
Appointments will be made at a time convenient for both.
How can I find out about new or upcoming products?
We have a large social media following via Facebook, Instagram and YouTube.
Check us out, follow us, like us, join us!
What is the build period for 'Made to Order' guitars?
The standard build period for 'Made to Order' guitars is around 20-22 weeks (from clearance of deposit to completion of guitar).
The turnaround time however, can vary during busy periods.
We will confirm the current wait times on enquiry and prior to confirming an order.
A completion date will be confirmed when we receive your order.
If the date of completion is likely to vary, we will inform you at the earliest opportunity.
Are photos of my guitar available during the build process?
While we provide photos of your order on completion, we are unable to provide periodic photographs of your order during the build process.
If we were to provide photos at every stage of the build process, for every guitar ordered, we would spend a larger part of our time taking photos as opposed to making guitars.
Please note: this does not apply to Custom Orders where we work on a customers individual design.
Do you take Custom Orders?
We take a limited number of Custom orders at any given time.
Custom orders are subject to agreement of build specifications.
Please emails all enquiries to email@example.com
How do I order a Custom guitar?
Email firstname.lastname@example.org for further information.
How are custom guitars priced?
Pricing for Custom orders starts at £1895 and will vary depending on your build specifications.
How long is the building period for custom guitars?
Lead times for Custom orders vary depending on project specifications and will be confirmed on agreement of your specifications.
Will updates be available for my custom order throughout the build process?
We will work closely with you to ensure a guitar that will be perfect for your own playing style and needs.
Photos of ongoing production and consultation are accessible at every stage of the build process.