Find answers to common questions about ordering from Audio Bass, payment methods, UK delivery, tracking and returns. If you need more help, email support@audiobass.co.uk.
Orders and Payments
1. Can I change my billing or shipping information?
If you notice an error after ordering, contact support@audiobass.co.uk as soon as possible with your order number and the correct information. We will try to update the details before dispatch, but changes depend on the order's fulfilment status and cannot be guaranteed.
Billing information associated with an authorised payment may not be editable; we will explain the available options. If the parcel has already been dispatched, contact us so that we can check whether the carrier can assist. Please do not assume that an address change has been completed until we confirm it.
2. What payment methods do you accept?
We accept eligible Visa, Mastercard, American Express, Diners Club and Discover cards, together with Shop Pay, Apple Pay, Google Pay and PayPal Wallet, as available at checkout.
Shop Pay Installments may also be offered for qualifying customers and orders, subject to eligibility and provider approval. Review any payment schedule, borrowing costs and provider terms before agreeing. Available options can vary by device, payment details and provider requirements. Our UK checkout uses GBP (ÂŁ).
3. Do you provide an invoice?
Yes. You can request an invoice for your purchase by emailing support@audiobass.co.uk with your order number. Your order confirmation is sent by email and also provides a record of the items ordered and the order total.
4. Can I send a gift purchase to a different address?
Yes. Enter the recipient's delivery address at checkout and use the correct billing details for your payment method. The delivery address must be within the United Kingdom. Please check the recipient's name, full address and postcode before confirming the purchase.
5. Can I cancel my order?
Email us as soon as possible with your order number and a clear cancellation request. If fulfilment can still be stopped, we will cancel the relevant order or item and arrange any refund due.
We cannot guarantee that dispatch can be stopped once fulfilment has started. If the parcel has already been sent, we will explain the applicable return arrangements. Dispatch does not, by itself, remove a statutory cancellation right. Please see our Return & Refund Policy.
Delivery and Tracking
6. Where do you deliver?
We currently deliver to addresses within the United Kingdom only. Delivery availability and any address-specific restrictions are shown before you complete your purchase. Contact us before ordering if you need to check a particular address.
7. How much does shipping cost?
We offer free shipping on new orders within the United Kingdom. The standard shipping charge is ÂŁ0.00 and is shown at checkout. Return postage is handled separately according to the reason for the return. Read our Shipping Policy for full details.
8. How long will my order take to arrive?
- Order processing and dispatch: 1 business day after the order is placed and payment is confirmed.
- Estimated transit time: 5–8 business days after dispatch.
- Estimated overall delivery time: 6–9 business days from order and payment confirmation.
Business days are Monday to Friday, excluding weekends and applicable UK bank holidays. These are estimates rather than guaranteed delivery dates unless we expressly agree otherwise. Any different product-specific dispatch arrangement must be disclosed before purchase. Please see our Shipping Policy.
9. How do I know whether my order has been shipped?
After dispatch, we send the available shipping confirmation and tracking information using the contact details supplied with your order. An order confirmation confirms the purchase details; a shipping confirmation provides the dispatch information. Check your spam or junk folder if you cannot find a message.
10. How can I track my shipment?
Use the tracking link or reference provided in your shipping confirmation. Tracking may not update immediately after a label is created or the parcel is handed to the carrier.
If tracking is unavailable, unclear or has stopped updating, contact us with your order number. We will check the information available and investigate with the carrier where appropriate.
11. Where is my order confirmation email?
Check your inbox, spam, junk and any filtered folders, and make sure you are checking the email address entered at checkout. If you still cannot find the confirmation, email support@audiobass.co.uk.
Include your name, checkout email address, approximate order date and order number if available. If your payment account shows a transaction but you have no confirmation, contact us before placing the same order again. Do not send complete card details or banking credentials.
12. What should I do if my delivery is late or my parcel is missing?
If your order has not arrived by the end of the estimated delivery period, contact us with your order number and any tracking reference so that we can investigate.
If tracking shows delivery but you cannot find the parcel, check household members, reception and any agreed safe place, then contact us. We will review the delivery information, liaise with the carrier where appropriate and explain the resolution available under our Shipping Policy and your legal rights.
Returns and Refunds
13. Can I return my order?
We accept return requests for eligible products, including change-of-mind returns, within 30 calendar days of delivery. Email us with your order number and the item you wish to return so that we can provide the appropriate instructions and receiving address.
Please return the product with its supplied accessories and use suitable protective packaging. Full eligibility and handling conditions are explained in our Return & Refund Policy. The commercial return window does not limit rights that continue to apply to faulty or misdescribed goods.
14. Who pays for return shipping?
For a change-of-mind return, you pay the direct return postage cost unless we agree otherwise or the law requires a different arrangement. Where a return is needed because of a qualifying fault, damage, an incorrect item or another error for which we are responsible, Audio Bass covers the reasonable return costs.
Contact us before arranging postage so that we can explain the appropriate return method. We do not charge a restocking fee on eligible returns. See our Return & Refund Policy for details.
15. What if my item arrives damaged, faulty, incomplete or incorrect?
Contact us promptly with your order number and a description of the issue. Photographs of the item, packaging or delivery label can help us assess the problem, where you are able to provide them. If a particular photograph is not possible, let us know so that we can discuss another reasonable assessment method.
We will explain the appropriate resolution under our Return & Refund Policy and applicable consumer rights. Please retain the item and packaging where practical while we arrange the next steps.
16. When will I receive my refund?
We process eligible returned-goods refunds within 7 business days after receiving the returned item, or sooner where an earlier legal deadline applies. Refunds are normally issued through the original payment method.
Your bank or payment provider may take additional time to display the refund after we issue it. If a refund appears to be missing, contact us with your order number so that we can check its status. For full timing rules and details, read our Return & Refund Policy.
Product Advice and Customer Support
17. How can I check whether products will work together?
Review the specifications, connections and compatibility information on the relevant product pages. If you are unsure whether a headphone, amplifier, DAC or other component suits your setup, contact us before ordering and provide the exact model names of the equipment you want to use together. This helps us check the relevant product information.
18. How can I contact Audio Bass, and when is support available?
Email support@audiobass.co.uk or call +44 7473 980902. Customer service hours are Monday–Friday, 9:00 AM–5:00 PM, UK local time (GMT/BST), excluding UK bank holidays.
You can send an email at any time. Messages received outside customer service hours are reviewed during our next working hours. For an existing order, include your order number and the email address used at checkout.
These FAQs provide a quick guide to our services. Please consult the linked store policies for full details. Your statutory consumer rights remain unaffected.
Audio Bass
Operated by AUDIO BASS LTD
Company Number: 16772805
Registered Office: 5 Brayford Square, London, United Kingdom, E1 0SG
Email: support@audiobass.co.uk
Phone: +44 7473 980902
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM (UK local time, GMT/BST), excluding UK bank holidays.
For shipping questions, please review our Shipping Policy. For returns, refunds, exchanges, or cancellations, please review our Return & Refund Policy. For information about how we handle personal information, please review our Privacy Policy.