FAQs

We accept major credit and debit cards, PayPal and a range of express payment options, including Apple Pay, Google Pay and Shop Pay. The payment methods available to you will be shown at checkout.

Yes. The main product price includes VAT, and the equivalent excluding-VAT price is shown alongside in lighter text. Your checkout and order documents will show the full VAT details.

Yes. We will email you an order confirmation shortly after your order has been placed. If you cannot see it, please check your junk or spam folder before contacting us.

Please contact us as soon as possible if you need to change or cancel an order. We will do our best to help, but changes cannot normally be made once an order has been processed or dispatched.

Payments may be declined by your bank or payment provider for several reasons. Check that your billing details are correct and contact your payment provider if the problem continues.

Payment is normally taken when you complete checkout. Orders placed using an alternative payment arrangement or equipment finance may follow different payment terms.

The order confirmation will not be specifically a VAT Invoice. Please contact us with your order number if you require a specific invoice document.

Enter your discount code in the appropriate box at checkout. Only one discount may be accepted per order unless the promotion states otherwise, and some products may be excluded.

The product page will show its current availability. Please check any stock, pre order or backorder message before placing your order.

Your order may be held until all products are available. We will do our best to contact you about significant delays. Contact us if you urgently need the available products and we will check whether a separate shipment is possible.

Yes. Expected dates are based on the latest information provided by the supplier and are not guaranteed. We will update you if we become aware of a significant change affecting your order.

Possibly. Soundkit works with a wide range of professional audio manufacturers and suppliers. Contact us with the product name, manufacturer and any relevant model number and we will check availability.

Check the compatibility information on the product page. If you are unsure, contact us with the exact make and model of your equipment, including connector, frequency or size information where relevant.

Yes. Tell us what equipment you already use, what you are trying to achieve and any important requirements. Our team will help you compare suitable options.

Where available, the product page includes a “What’s in the Box” or “What’s Included” section. Product photographs may show additional equipment for demonstration purposes, so check the written list before ordering.

Technical specifications, dimensions and compatibility information are shown on the product page where available. Contact us if a specification you need is not listed.

Relevant manuals, datasheets, software and technical downloads may be available in the Downloads section of the product page. Some resources may link directly to the manufacturer’s website.

We aim to keep product photographs accurate, but manufacturers may update packaging, colours or minor design details without notice. The product title, description and selected variant should be used to confirm what you are ordering.

Standard UK delivery costs £4.50 and usually takes 2–4 working days. Free standard delivery is available on eligible UK orders over £250.

Yes. We offer free standard delivery on eligible UK orders over £250. Free delivery uses our standard 2–4 working day service.

Next Working Day delivery is available on eligible in-stock orders placed before 1pm. It is only available for qualifying products under 30kg and may not be available for every UK postcode.

No. The order must also contain eligible in-stock products and successfully complete payment and order checks. Please note, if you order before 1pm on a Friday, the items will be delivered on Monday.

In-stock orders are normally processed as quickly as possible. Orders placed after the stated cut-off, during weekends or on bank holidays will normally begin processing on the next working day.

We aim to protect your equipment while avoiding unnecessary packaging waste. Where suitable, we use recyclable cardboard and paper-based materials, reuse clean packaging from supplier deliveries and choose appropriately sized boxes.

Some products may require additional protective packaging to ensure that they arrive safely.

Once your order has been dispatched, we will email you a shipping confirmation with your tracking details. You can follow the tracking link in that email or view updates through your Shopify order-status page.

Yes. Select collection at checkout where available. We will contact you once your order is ready, so please wait for confirmation before travelling.

Monday–Friday
8:30am–5:30pm

However we usually have staff in the building until 8pm so later collection may be available by prior arrangement. Please call ahead.

Saturday collection can be arranged for orders placed during the week. A confirmed collection time is required.

Collections are from:

Stage Sound Services,
Unit A, Avenue Park Industrial Estate
Pontprennau
Cardiff
CF23 8HE

You'll see a sign which points to collections at the front entrance.

Please bring your order confirmation and a form of identification. If somebody else is collecting on your behalf, contact us beforehand so that we can record their details.

The courier will normally make another attempt or provide instructions for rearranging delivery. After repeated unsuccessful attempts, the parcel may be returned to us and an additional delivery charge may be required before it can be resent.

Where possible, photograph the outer packaging before opening it. Check the contents and contact us promptly with your order number and photographs of the packaging, product and any visible damage.

Check the packaging carefully and review your dispatch confirmation, as larger orders may sometimes be sent in more than one parcel. Contact us with your order number if an item is still missing.

Tracking updates can occasionally pause while a parcel moves between courier locations. Contact us if the delivery is significantly later than expected and we will investigate with the courier.

Yes. Worldwide shipping is available to many destinations. Available services, delivery costs and estimated delivery times will be shown at checkout.

The cost depends on the destination, parcel size, weight and selected delivery service. The available options and charges will be calculated at checkout.

Delivery times vary by destination and service. Any estimate shown at checkout begins after dispatch and does not include delays caused by customs or local import procedures.

International orders may be subject to customs duties, taxes, import fees or handling charges imposed by the destination country. These charges are normally the responsibility of the recipient and are not included in the product or shipping price shown at checkout.

The parcel may be held, returned or destroyed by customs or the courier. In these circumstances, we may be unable to refund the original delivery charge and other costs associated with the order may be deducted from any available refund.

Some products may be restricted because of batteries, liquids, radio-frequency regulations, product type or local import rules. It is the buyer’s responsibility to check that the product can legally be imported and used in the destination country.

Yes. Customs inspections and local import procedures are outside our control and may extend the delivery time. We are not responsible for delays caused by customs authorities or local delivery services.

Consumers can return most unwanted products within 30 days of receiving them, subject to our return conditions and exclusions. Business purchases are not eligible for change-of-mind returns unless agreed by Soundkit.

Complete our returns request form or contact us with your order number and the product you wish to return. Please wait for our instructions and returns reference before sending anything back.

Yes. Please wait until we have reviewed your request and supplied the relevant return instructions. Display the returns reference clearly and include your order information inside the parcel.

Products should be returned complete and in their original condition, with all accessories, manuals and supplied items included. Where reasonably possible, please also return the original packaging.

You may inspect a product in the same way that you reasonably could in a shop. If it has been used or handled beyond what is necessary to assess it, we may reduce the refund to reflect any loss in value.

Certain products cannot normally be returned unless faulty, damaged, incorrect or misdescribed. These may include personalised or bespoke products, opened sealed hygiene products, activated digital content, unsealed software and other legally excluded goods.

Sale and discounted products are not automatically excluded from consumer return rights. The normal return conditions and product exclusions still apply.

For an unwanted or change-of-mind return, you are responsible for arranging and paying for return postage. Contact us before returning a faulty, damaged, incorrect or misdescribed product so that we can provide the appropriate instructions.

Yes, subject to availability and approval. We will normally need to receive and inspect the original product before sending a replacement, and any difference in price will be charged or refunded.

We will inspect your return and contact you once it has been approved. Approved refunds are sent to the original payment method, although your bank or payment provider may need additional time to display the funds. Sometimes this can be a couple of days.

Where the statutory cancellation right applies, we will refund the cost of our least expensive standard delivery service. Premium delivery upgrades are not refundable, and original delivery charges are not normally refunded for returns made only under our additional 30-day service after the statutory cancellation period.

Please do not return anything directly to the manufacturer unless Soundkit has instructed you to do so. Contact us first so that we can confirm the correct process.

Unless we provide different instructions, authorised returns should be sent to:

Stage Sound Services
Unit A, Avenue Park Industrial Estate
Pontprennau
Cardiff
CF23 8HE
United Kingdom

Yes. Soundkit has a physical showroom and store in Pontprennau, Cardiff. You can visit to view selected products, speak to our team and purchase equipment in person.

Our Cardiff showroom and store is open Monday to Friday from 8:30am until 5:30pm.

Selected products are available to view in our Cardiff showroom. Please contact us before travelling if you want to see a particular product, as not every item listed online will necessarily be available for demonstration.

Contact us or complete our returns and warranty form with your order number, product name, serial number where applicable and a description of the fault. Please wait for our instructions before sending the product back.

Contact us as soon as possible with your order number and photographs of the product received. We will review the issue and arrange the appropriate return or replacement without charging you for our error.

Warranty cover varies by product and manufacturer. Where a specific manufacturer warranty applies, its length and any relevant conditions will be shown on the product page or in the supplied documentation.

Complete our returns and warranty form or contact us with your order number, product name, serial number and a clear description of the problem. We may need to inspect the product or refer the claim to the manufacturer.

Please provide the serial number where the product has one. It helps us identify the product, check warranty eligibility and communicate with the manufacturer.

This depends on the manufacturer. Some warranties apply automatically, while others require registration or provide an extended period after registration. Check the warranty information on the product page.

Eligible Sound Devices products include a 1-year manufacturer warranty that can be extended to 2 years in total by registering the product directly with Sound Devices within the first year. Use the registration link provided on the relevant product page.

Warranty cover does not normally include accidental damage, misuse, unauthorised modification, ordinary wear and tear or damage caused by failing to follow the manufacturer’s instructions. The exact exclusions depend on the manufacturer’s terms.

Contact us with the product details and a description of the problem. We will advise whether repair, manufacturer support or another paid solution may be available.

No. A manufacturer warranty is provided in addition to your statutory rights and does not replace or restrict them.

Yes. We supply freelancers, production companies, broadcasters, educational organisations and other professional customers.

Business account options may be available for eligible customers. Contact us with your company details and purchasing requirements.

Yes. Contact us with the products and quantities required, along with your company and delivery details. We can confirm availability, pricing and any applicable lead times.

Quantity pricing may be available on selected products. Send us the product details and required quantities and we will provide a quote where possible.

Purchase-order arrangements may be available for approved business customers. Contact us before ordering so that we can confirm the available payment and account terms.

Equipment finance is available to eligible limited companies, subject to approval and the finance provider’s terms. It can allow qualifying equipment purchases to be spread across agreed rental payments, usually over two to five years.

Please see our page on Equipment Finance

Business-to-business purchases are not eligible for change-of-mind returns unless Soundkit agrees to the return in writing. This does not affect applicable remedies where goods are faulty, damaged, incorrect, misdescribed or supplied in breach of contract.

A discretionary B2B return may be subject to approval, return carriage costs and a reasonable restocking charge. Any conditions will be confirmed before the return is authorised.

Use our Contact page, email us or call the Soundkit team using the details shown on the website. Include your order number when contacting us about an existing order.

Tell us what equipment you already have, the intended use, your budget and any important size, connector, frequency or compatibility requirements. Exact model numbers and photographs can also be helpful.

Include your order number, product name, serial number where applicable, a clear explanation of the problem and any relevant photographs or videos. This helps us determine the best next step more quickly.

Contact the Soundkit team with as much information as possible. We may still be able to source the product or provide advice even if it is not currently listed on the website.