Exercise extreme caution if you are thinking of trading with this firm! My advice: look elsewhere! My first impressions of Woodbrass.com were extremely favourable. I ordered a ukulele from them on the 4th June 2015.They handled my order quickly and despatched it almost immediately. The ukulele was tracked and delivered almost to the minute they had said: within five days. Terrific service up to that point – probably down to the carrier firm DPD (UK) - but that’s when the nightmare started. I opened the package containing the ukulele and discovered that the ukulele had a long gouge mark down the front of it. It looked like a “factory second.” I decided to return it to the firm for a replacement or a refund. I then checked my bank account to see if the ukulele had been paid for and discovered that the quoted price of £430 had suddenly become £450 and that was the amount I had been debited for! Starting the process of sending the ukulele back I thought I’d better phone their UK helpline. They were not helpful and told me to phone Customer Service. I tried phoning Woodbrass on the number provided on the return slip enclosed with the ukulele. The number did not work. I obtained a number from the web site and tried that. No one answered. I just got a pre-recorded message each time. I tried this number at least 10 times. I have the bill to prove it. Eventually I succumbed to the idea that I would have to contact Woodbrass via their on-line after sales service line. I filled in the on-line customer service request to return the instrument and sent the form back. I also attached a very clear photograph of the front of the ukulele, showing the 10 centimetre long gouge on the front of it... SIX days later Woodbrass got back to me asking me to send photographs of the damage! I did this within two hours. Three days later they managed to send me a return code for the ukulele. I posted the ukulele off within three hours of receiving their e mail. Woodbrass have a Draconian regime for returning faulty items. According to their website, the item has to be returned in its original packaging without the packaging being defaced in any way. So you can’t just take the package down to the Post Office, put a few stamps on it and return it. You have to package their packaging and then send the item back and their offer of a maximum of 40 euros to cover return postage came nowhere near the £50 it actually cost me to return the ukulele. Woodbrass managed to inform me that they had received the ukulele back on the 22ndJune . It took them another two days to tell me they didn’t have one in stock. I informed them that I would like a replacement within 14 days or my money back, which I thought was fair. I had to prompt them six days later to see if they could provide me with a replacement within the time limit I’d set. They did get back to me within 24 hours, told me, “No,” and asked if I’d like a refund. I immediately replied and said, “Yes”. The next day they informed me that a refund to my bank account might take anything up to 14 days! Five days later they asked for my bank account details so they could repay the money. I would have thought that they had these details when I’d initially paid for the ukulele. …and so the story goes on …… It took Woodbrass until the 21st of July to finally tell me they were making a wire transfer back to my account – and that was only after e mailing them almost every day and phoning them up at least three times. Of course the money then didn’t arrive in my account until the 24th July! (And it took one more email to prompt their useless after sales service) I’ve lost out on the deal because the value of the pound has risen against the euro and Woodbrass only refunded forty euros to cover return postage – which cost me £50 – but at least I’ve got most of my money back - which is more than some people, I believe. I am of the opinion that the after sales service I have received from Woodbrass has been totally impersonal and of a very poor quality. It appears that once they have the customer’s money all after sales service is secondary. The length of time the firm has taken to reply to my enquiries has been inexcusable. The length of time taken to refund my money has been criminal! I have been left waiting for a refund of a not inconsiderable sum of money (at least 639 euros) for at least 21 days. I would urge anyone thinking of purchasing anything from this firm to consider the difficulties I had with them. You might also want to look up online some of the problems other people have had with this firm. As a post script : Whilst my debacle with Woodbrass was continuing I spotted a better ukulele for sale on e bay ( same style but with a koa finish) and ordered it from LindaMarie Moehn, lmm999music, Muskego, US, WI, 53150 on June 26th. It arrived undamaged on 5th July. Before I purchased it I asked a couple of questions about it and both replies came back within three hours. I emailed a thank you to Linda Marie. She got back to me within the hour. Now that’s what I call customer service!