FAQ
FREQUENTLY ASKED QUESTIONS
Bass Freaks - Guitar Freaks - Sarg's Guitars
We know. You have questions. Everybody does. We've gathered the ones we hear most often (and a few we wish people would stop asking) into one convenient place. Grab a coffee, read the whole thing, and save us both an email.
Still have questions? Get in touch. We don't bite - we just have strong opinions about Terms & Conditions.
Last updated: April 2026
ORDERING AND PAYMENT
What currency do you charge in?
Euros. Always euros. We're a Belgian company and that's what we do. Whatever your bank, PayPal, Shopify, or credit card provider decides to charge you in conversion fees is between you and them. We have no control over exchange rates and we won't be drawn into a debate about them.
Do your prices include tax?
If you're in the EU: yes, VAT is included. If you're anywhere else: no. You'll see prices in your local currency without local sales tax. Whatever your country decides to charge you in duties, import tax, or handling fees is your responsibility. See the import section below : we're not monsters, we'll help you figure it out.
Do you do payment plans or layaway?
We do. We'll agree on a schedule and a deposit (typically 30–50% upfront), and you pay the rest in instalments. One critical thing: if you miss your deadlines, we reserve the right to relist the item and keep what's been paid. These sales are final. No exceptions, no "but I was going to pay next week." Stick to the plan and everyone's happy.
Are deposits refundable?
No. A deposit is a commitment, not a maybe. The only exception: if you're an EU customer buying an in-stock, non-custom item and you exercise your 14-day withdrawal right, we'll refund the deposit as part of that process. Custom orders and special orders? Non-refundable, full stop.
That said : deposits are transferable. If the instrument you put a deposit on isn't The One anymore, we can transfer it toward another instrument across any of our stores (Bass Freaks, Guitar Freaks, or Sarg's Guitars). Your money stays in the family.
I want to reserve an instrument, how does that work?
We don't hold instruments on a promise. We've learned that one the hard way : too many "I'll definitely take it next week" that turned into radio silence while other buyers moved on. So here's how it works: you put down a deposit of 30–50% depending on the instrument, and it's yours. Locked in, off the market, your name on it.
From there, we'll agree on a payment schedule for the balance. Stick to the plan and everything runs smoothly. If life gets in the way, talk to us, we're human with lives. But if deadlines are missed without communication, we reserve the right to relist the instrument and the deposit stays with us.
SHIPPING & DELIVERY
How much is shipping?
It's free in Europe and in UK (please come back babe we miss you)
For the rest of the world : it depends on where you are, how big the instrument is, and how much padding we need to keep it safe on its journey across the planet (lol no we don't invoice packing materials). Prices are listed without shipping, and the cost appears at checkout (you don't need to buy to see, just go through the process). If that's not the case, please reach us and we'll give you an answer.
How long will delivery take?
We'll give you an estimate based on experience, but we don't control airlines, customs officers, or the courier who decides your street is too complicated. Delivery times are indicative. We are not responsible for delays.
What happens if my instrument arrives damaged?
Contact us immediately, in writing, with photos of the instrument and the packaging, before you throw anything away. If the damage happened in transit, we'll cover the repair costs to get it back to its original condition.
What if I refuse the parcel outside of EU?
Then it comes back to us at great expense, and we get a bill from UPS or the carrier for the return leg plus any duties they'd already advanced. So here's what happens: you'll be charged two-way shipping, a 20% restocking fee, and any duties or carrier charges that get billed back to us. Don't refuse parcels on a whim : talk to us first.
IMPORT DUTIES & TAXES
Am I responsible for import duties?
Yes. Once the instrument leaves Belgium, the importing process is your responsibility. This includes customs duties, local taxes, broker fees, and anything else your country's authorities decide to charge.
Will you help me with the import process?
Absolutely. We've shipped instruments all over the world and we know the process can be daunting, especially if it's your first time importing a high-value item. We're happy to help you understand what to expect, what paperwork you'll need, and how to talk to your customs office. We just can't pay those charges for you or take legal responsibility for what happens at your border.
If I return an item, do you refund the import duties I paid?
No. Import duties are paid to your government, not to us. We can't refund money we never received. You'll need to contact your local customs office to enquire about a duty refund : some countries allow it, some don't.
VISITING THE SHOWROOM
Can I come and try instruments in person?
Absolutely : in fact, we encourage it. Nothing beats having the instrument in your hands. Our showroom in Louvain-la-Neuve houses all three brands (Bass Freaks, Guitar Freaks, and Sarg's Guitars) under one roof, so you'll have access to the full inventory in one visit.
Do I need an appointment?
Yes. Always. We're open Monday to Saturday, 11 AM–7 PM, by appointment only. Sundays are possible in genuine emergencies (musicians on tour passing through, that sort of thing) and are subject to availability.
Appointments aren't a formality. They're how we make sure you get our full attention when you walk in. No background noise, no other customers to compete with. Just you, the instruments, and enough time to make a proper decision.
How do I book?
Drop us an email or a WhatsApp message and we'll find a time that works. Please don't call unannounced : we often can't pick up, and an unanswered phone call helps nobody. A message means we'll see it, we'll reply, and we'll have a time locked in. Simple.
What happens during a visit?
This isn't a "browse the racks and hope for the best" kind of shop. We'll sit down with you, talk about what you play, what you need, what you love and what drives you mad about your current instrument, and then we'll guide you through options you might never have considered. Think of it as the Ollivanders of musical instruments: the right one finds you, and we're here to make that introduction.
Don't be shy. Don't worry about your level, your budget, or whether your question is "stupid." It isn't. This is a safe place. Whether you're a touring professional or you've just started playing six months ago, you'll get the same warmth, the same honesty, and the same attention.
We don't oversell, we don't push. In fact, if we feel that you're not absolutely certain, we will invite you to sleep on it and come back later (yes, we've refused sales). The name of the game is you finding the right instrument, not us making money off your back at whatever the cost.
Can I bring my gear with me to compare?
Yes, absolutely.
RETURNS & REFUNDS
Can I return an instrument?
If you're in the EU and you bought it online: yes, within 14 days of receiving it, no questions asked. We cover the return shipping, it's completely free. It's actually not a legal obligation, but we're cool like that what can I say.
If you're outside the EU: we may apply a 20% restocking fee, two-way shipping costs, and non-refundable card/PayPal fees. This policy exists because we've had people buy an instrument, use it for a gig or a recording session, and ship it back. That's not what the return policy is for.
In-store purchases are final. Belgian law : not our invention.
What about custom orders or special orders?
Final. Completely, utterly, non-negotiably final. If we've ordered something specifically for you, whether it's a custom-shop build or a special-order item not in our regular stock, there is no return. Think carefully before you commit.
Do you refund credit card or PayPal fees on non-EU returns?
No. Those fees are charged to us by the payment processor and they don't give them back. Neither can we. This applies to returns from outside the EU only.
WARRANTY
What warranty do I get?
New instruments sold to EU customers come with the statutory 2-year legal warranty. Pre-owned instruments (sold through Sarg's Guitars only) come with a 3-month commercial warranty.
How do I make a warranty claim?
Contact us in writing within the warranty period. Send photos, videos, or both. We may also arrange a video call to diagnose the issue. Don't just show up at a local luthier and send us the bill : repairs done without our prior written approval are not covered.
What isn't covered?
Anything that's your fault, frankly. Negligence, drops, humidity damage, wrong string gauge cranked to concert pitch, bad storage, or "my mate who's handy with a soldering iron had a go at the electronics." Also: minor fret unevenness on vintage instruments is not a defect. It's a vintage instrument. That's how they are. On a new instrument that's different, please talk to us.
I'm outside the EU and I have a warranty problem. How does it work?
Best case: we have a repair network that spans practically every continent, so the issue gets handled locally, or at least somewhere you won't need a passport to reach.
Worst case: we figure something out. We've shipped instruments to every corner of this planet, and we have never left a customer stranded. Wherever you are, we'll find a solution. That's not a slogan, it's a track record and it's not bragging when you can back it up.
SETUPS AND LUTHIER WORK
Do you offer setups or luthier services?
No. We are a retailer, not a repair shop. Every instrument leaves us checked and confirmed functional, but "functional" and "set up exactly the way you personally like it" are two different things. Action height, neck relief, string tension : every player is different, and dialling in your perfect setup is between you and your local luthier.
The only exception is warranty work. If something is genuinely defective and covered under warranty, we'll arrange the repair through our network. But we do not offer setup or luthier services as a standalone offering. The people we work with has been carefully selected and deemed as nerdy as us.
My instrument arrived and the setup feels off. Did you send it like this?
No. Every instrument leaves us checked, set up, and playing properly. But here's the thing : guitars and basses are made of wood, and wood is alive. It reacts to temperature, humidity, pressure changes, and the general indignity of spending two days in a cargo hold. A neck that was perfectly straight in our Belgian winter might develop a bit of relief landing in Texas or in Peru. That's not a defect,that's physics and it's virtually impossible to counter that.
In most cases, a minor truss rod tweak or a quick saddle adjustment is all it takes. Sometimes a full setup is needed. This is a normal part of owning a wooden instrument that's travelled across climate zones, and it's not covered under warranty. Your local luthier will sort it out in fifteen minutes. If you're unsure what's normal movement and what's an actual problem, get in touch : we'll help you figure out which one you're dealing with.
TRADES AND ENDORSEMENTS
Do you take trade-ins?
No. We don't do trades. If you need to sell an instrument to fund your next purchase, Sarg's Guitars offers a consignment service, but that's a separate sale, not a trade-in against a new purchase.
Do you offer artist endorsements or sponsorships?
No. We don't run an endorsement programme. We sell instruments to people who want to buy them, at the same price for everyone. No artist deals, no sponsored rigs, no "DM us for collab." If you're a professional player and you'd like to buy something, we'd love to help, as a customer.
Those questions are basically asked to the brands directly. No, we won't provide direct contact with the brands.
PRODUCT PHOTOS AND SERIAL NUMBERS
The instrument looks different in person than in the photos. Why?
Because photography is not reality. Studio lighting, camera sensors, screen calibration, the colour temperature of your phone at 2 AM : all of these affect how an instrument looks in an image. We invest heavily in accurate, high-quality product photography, but there will always be some variation. If colour or finish is critical to your decision, ask us for additional daylight photos or a video call viewing before you buy.
Why don't you show serial numbers?
Because we've been burned. In the past, we've had bad experiences with scammers using publicly visible serial numbers to create fraudulent listings or forge provenance on instruments they didn't own. It happened, it was ugly, and we decided it would never happen again, not on our watch and certainly not to our customers. So serial numbers stay private until a sale is confirmed, at which point the buyer receives full documentation. This isn't a trust issue between us and you, it's us protecting you and every instrument in our inventory from the handful of people who ruin it for everyone else.
We know that in some cases a serial number may be relevant to gather specific informations : just ask directly for the informations themselves.
Otherwise, this is absolutely non-negociable.
Is the pictures I see from the instrument I'll get?
Yes, otherwise it's clearly stated.
CONTACT AND RESPONSE TIMES
I've emailed you and heard nothing. Should I be worried? My heart is breaking.
Deep breath. We hear you, and we're sorry. Here's the thing: we're a two-man operation running three brands, packing instruments, shooting product photos, arguing about pickups, answering emails, managing a warehouse, and occasionally remembering to eat. We do our absolute best to be as available and responsive as possible, but sometimes things get genuinely hectic and replies take a little longer than we'd like.
If you haven't heard back within a couple of business days, feel free to nudge us - no offence taken. We're not ignoring you. We're probably elbow-deep in bubble wrap or halfway through a spec sheet. Your message matters to us, and we will get back to you.
BONUS
You seem kind of sarcastic and mean. Are you actually like that? I'm a bit afraid to reach out.
Fair question. Short answer: we're a bunch of silly billies who happen to take their life's work very, very seriously. The sarcasm is real (we can't help it, it's a factory defect at this point) but it's never directed at you. It's directed at the absurdity of the industry, at the nonsense we've seen over the years, and occasionally at each other.
Behind the tone, this is our life's work. Every instrument we sell, every customer we help, every late-night email we answer, we care about all of it more than the website probably lets on. We're blunt because we respect you enough not to sugarcoat things, not because we're trying to scare you off. So please, reach out. You'll get honesty, you'll get help, and you'll probably get a joke you didn't ask for. But you will never get attitude.
We don't forget that at some point, Bass Freaks was a dude in his underwears with three beat-up Greco in his living room. ;-)
Is the cat really that beautiful?
Yes.