Question 1

Does my guitar need to be dropped off with a case?

Accepted Answer

A padded gigbag or hard case is recommended when dropping off your instrument. ESW is a very busy workshop, with lots of guitars and equipment, and lots going on. While every care is always taken with customers' guitars, we must stress that if your guitar is not dropped off with any protective case, we cannot be held liable should any minor physical defects occur in our care. We will of course accept responsibility for more serious damage.
Please note that dust covers and thin cases do not qualify as protective in this case.

Question 2

What guarantee does your work come with?

Accepted Answer

Naturally, we guarantee the quality of our work, over a reasonable period of time. 
This is very nuanced, and varies case by case, but suffice it to say that if something isn't right then bring it back in good time and we'll put it right.
Please do not try to adjust the instrument yourself, nor take it elsewhere - we cannot be held liable for someone else's work, and this will invalidate any guarantee by ESW. If there is an issue with your instrument after we have worked on it, please bring it back "as is".

Question 3

Do I need an appointment? Can you do walk-ins?

Accepted Answer

At this time, Elite String Works is by appointment only.
Elite String Works is a small, one-man business - Joe is the hard-working tech that makes everything happen, and also has various other commitments, including as a touring musician.
As such, we must remain strictly appointment based for the time-being to work around Joe's busy schedule.
In the future ESW aims to expand to a small team to accommodate walk-ins.

Question 4

Do you work on all types of stringed instrument?

Accepted Answer

While we can offer certain services to most stringed instruments, Elite String Works is primarily a guitar workshop. Electric, acoustic, bass, or even an electro-acoustic bass, are our main focus. If you have questions about any other type of instrument, do get in touch!

Question 5

How long will you have my guitar?

Accepted Answer

You should expect 7-10 days per guitar, depending on what service is required.
This will be discussed before you leave your instrument with us, to ensure you're happy with the projected turnaround time.
Priority turnaround may be available on request for an additional 50% of labour costs.

Question 6

When do I pay?

Accepted Answer

Payment is due at the time your instrument is collected, unless other arrangements have been made.Payment must be made in full before the instrument is released.

Question 7

Which payment methods do you accept?

Accepted Answer

We can accept cash, card, or bank transfer.
Please note that card payments do take a % away from the business. We will never pass that cost onto the customer, but please consider paying cash or bank transfer where possible.
Please note, we do not accept cheques, with absolutely no exception.

Question 8

Are strings included with services?

Accepted Answer

Strings are not included with any service, as they are often too expensive to absorb the cost of.Elite String Works can order in strings and add the cost to your invoice, or you're more than welcome to bring a pack of your preferred strings for use instead - please note they must be of reasonable age and quality. ESW reserves the right to refuse installation of inappropriate strings.

Question 9

Do the strings have to be replaced, and will it cost me more?

Accepted Answer

Restringing is included for free with every service where strings need to be removed, minus the cost of strings. See the question above for more info on string replacement.

It's good practice to have your strings replaced where any service will require the strings to be fully slackened, if not removed. Retuning those same strings back to pitch significantly weakens them, and greatly increases the chance of them snapping soon after, if not while still in our care, which then puts ESW in a difficult position!

If you are insistent that the strings be saved, we will work to accommodate that, with the understanding that they will be weakened, and may need replacing at your own cost should they break during service. ESW cannot be held liable for strings we did not install.

Question 10

Do you sell strings and accessories?

Accepted Answer

At this time, Elite String Works can sell strings for use during a service. We don't currently stock strings to sell as a retailer. We hope to change this soon, and we do currently have bespoke accessories in the pipeline, including hand-made cables, pedals, and fretboard oil.

Question 11

Can I ship my guitar to you? Can you offer pick-up and delivery?

Accepted Answer

Please do get in contact to see if we can arrange shipping your guitar with a courier. There's a lot to consider, including shipping costs and suitable containers, but we are more than happy to have a conversation and see if we can come to a suitable arrangement.

ESW cannot pick-up or deliver instruments, mostly due to the cost of appropriate vehicle insurance to do so, but we are happy to discuss courier options, as above.

Question 12

Can you help me choose the right strings/pickups/parts/etc?

Accepted Answer

Yes we can!
We encourage you to draw on the knowledge and experience that comes with a service from Elite String Works.

If you want advice on changing string gauges, new pickups, aftermarket parts, or anything else, feel free to get in touch for a no-obligation recommendation.

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Frequently asked questions