Privacy policy
What we collect, and why
To sell you something: your name, contact details, delivery address, and the record of what you bought. We keep receipts and order records because we have to, and because you may need them.
To fix your instrument: the ticket, what you told us was wrong, the quote, and what we did.
To hold your place: if you create an account, your email and password, kept so you can sign in, see your orders and repairs, and manage your want list and email preferences.
If you sell to us or consign: what the instrument is, what you told us about it, and the agreement we reached.
What we don't do
We don't sell or rent your information. We don't run third-party advertising trackers on this site.
Shop activity counts
To understand which pieces and categories people are looking at, we count page views, searches and want-list requests. These counts carry no name, account, address or device identifier, and no search phrase. If your browser sends a Do Not Track or Global Privacy Control signal, we don't count your visit at all. You can also switch counting off for your browser at the bottom of this page.
We send the messages a purchase, repair or booking needs. Anything beyond that goes only to people who asked for it, in the categories they chose, and every one of those messages carries a link that unsubscribes you without signing in. Our mailing address is on every such message.
Payments
Card payments are processed by Square. We never see or store your full card number.
Your rights
You can ask what we hold about you, ask us to correct it, or ask us to delete what we're not required to keep. Contact details are on the About page.
Shop activity counts
To help plan stock, we count views of public listings, searches, and confirmed want-list requests. We keep only daily totals and which listings, categories or makers they were for. No names, account details, IP addresses, referring sites or search words, so nobody can be picked out. These counts stay on our own server.
You can turn this counting off for your browser here. We also respect Do Not Track and Global Privacy Control. The choice only lives in this browser. It doesn't change your email choices, or what we keep to handle a request you send us.
Visit and sale counts
With your permission we count page views, listing views, carts, checkout steps, purchases and completed inquiries or bookings. Google Analytics also receives selected campaign labels and recognized search or social referral sites, so we can see how people found us. We do not send your contact details, addresses, search terms, messages or private links. The counts go to two places: Google Analytics, and our own daily totals on our server. Our totals are just a number per page per day, with no visitor IDs, cookies or search terms. Once you allow it, Google Analytics sets its own cookies. We remember counted order numbers in this browser for up to 30 days to prevent duplicate purchase counts. IP addresses are anonymised and ad personalisation is off. If your browser sends Do Not Track or Global Privacy Control, we take that as a no and don't ask. None of this affects your orders, receipts, repairs or account.
You haven't chosen yet. Nothing is counted until you do.
Google purchase reviews
After an eligible purchase is confirmed, we share your email address, order number, delivery country and expected delivery date with Google to display its review invitation. For appointment pickups, the invitation follows your confirmed pickup booking.
You choose in Google’s invitation whether Google may email you a survey after delivery or pickup. This is separate from our mailing list and analytics choices. We will not send a separate Flipside review request for the same order.
Google may use cookies or similar technologies when its invitation loads. You can block or delete cookies in your browser’s privacy settings; this may stop the invitation from working.
Google’s privacy policy explains how Google handles this information.