Ordering
How do I track the status of my order?
When you place an order with us, you'll receive a confirmation email and your order status will be 'Awaiting Fulfilment'. Once we've picked and packed it and it's dispatched, the status will change to 'Complete' and you'll get a shipping email. If your order has been sent using a tracked service, the tracking number will be on here.
If you need to change anything before your order ships then drop us an email on info@signalsounds.com as soon as possible and we'll do our best to sort it out.
Mainly for our international customers, if you realise you need to order another item after you have placed an order that hasn't shipped yet, then make a second order and we'll refund the second shipping charge. Just drop us an email to confirm this so we know to look out for two orders and we'll do our best to combine them.
Do I have to pay sales tax?
If you're outside the UK then the site will recognise this and take off the UK VAT of 20%. Depending on where you are in the world you may then have to pay local sales tax when the item is delivered.
I need a copy of my receipt/invoice.
Log in to your account via the menu at the top-right of our site, select 'Orders', then select the order in question. You'll then see a 'Print invoice' link on the right of the order details. This will open up an invoice that you can either print or save as a PDF.
Shipping
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the checkout page where you will be offered shipping method choices and their prices. In the UK it's normally around £4 or £5 for items under £130 and free above that. Shipping to mainland EU is somewhere between £7 and £20 normally, depending on the size and weight of the order.
Do you ship to my country?
Almost certainly - the site will give you an estimate of shipping costs if you add an item to the cart and then put your postcode and country in. If you have specific requirements (like you prefer UPS over FedEx) then let us know in advance and we'll try to work something out for you.
Shipping methods
We use a combination of DPD, Royal Mail and UPS for the UK, and for international orders it's either Royal Mail, UPS, DHL or FedEx depending on where you are in the world. If you have a particular preference then try to let us know BEFORE you order so we can look into it for you. Please note that there may occasionally be additional shipping charges if you live in a remote area, depending on what surcharges are applied by the shipper. We'll get in touch to discuss this with you in such cases.
Dispatch times
For UK orders, we normally dispatch the same working day if we get the order before 15:30. If you have a really urgent situation then of course drop us an email before ordering and we'll always do our absolute best to accommodate you.
For international orders, we normally dispatch the same day if we get the order before 14:45 but again, occasionally it might be the next day before we can send it out, and sometimes FedEx or UPS may come a little earlier than scheduled which would also push an order into the next day.
Shipping times
Since April 2020 the couriers we use have suspended guarantees for shipping times, so even though we're paying them for priority services - 24-48 hours for most of the world - in practice it's often an extra day on top and sometimes it can be longer.
There is absolutely nothing we can do about this unfortunately. If you are outside the UK and it's a life-or-death situation where you absolutely MUST have that passive mult for the next day then... it may be better to find a local supplier.
Saturday shipping
If you're in the UK and you order before 15:30 on a Friday then we can send something for a Saturday delivery. The success rate with DPD is about 95% so it's worth a punt most of the time.
Returns
How do I return my product?
We normally offer a 14-day returns policy. If you've simply changed your mind let us know within 14 days of receipt and we'll accept a return for refund or for an exchange. There are a few items that don't fall into this category such as microphones, headphones and software, and special orders or customised items. If you're not sure just contact us and we'll let you know.
All we ask is that you keep all the packaging and accessories and return the item in 'as new' condition. It's normally a good idea to use a courier or a registered post service. It's the responsibility of the buyer to pay for the return of the goods and to ensure the goods are returned in good condition. Simply sticking a label to the outside of a module box or a synth with no additional packing will result in a restock fee of between 10% and 25% depending on the condition the item arrives back in.
I want to exchange my product for another item.
We can apply your original purchase amount as a credit on your account and you can use this to order the new item or items. If you drop us an email using the contact form, we can help you sort this out.
I received the wrong product.
If you've received the wrong product, please contact us within 72 hours of receiving the product and we'll arrange to swap it out for the correct one.
When will my refund appear on my account?
Credit card transactions usually take 2-3 business days from the time we refund the transaction, although PayPal refunds tend to be instant.
How do I contact you?
Please use our contact form.
Your account
How do I edit my account information?
Log in to your account via the menu at the top-right of our site. You’ll see Addresses, Wish Lists and Account Settings tabs just below the 'Orders' title.
Guarantees
Privacy policy
We don't mess around with your data - we'll never pass it on to third parties, sell it or use it in any way you wouldn't expect us to. We send occasional emails with information on products and what we're up to and that's about it. We never get to see your credit card details. You can view our full Privacy Policy for complete details on how we use the information we collect (but it's phenomenally boring so we wouldn't recommend it, to be honest!)
Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in internet security, so it's all good in the hood.