Contacting us

Walrus shopfront

Walrus Systems
11 New Quebec St,
London W1H 7RW

*

 

Within the UK:
tel: 020 7724 7224
fax: 020 7724 4347

Outside the UK:
tel: +44 20 7724 7224
fax: +44 20 7724 4347

UK Reg: 3396230
VAT: GB 697154200

Ordering from us - Payment

The nature of the equipment we stock (and our liking for actually talking to our customers!) has meant we don't have an online ordering scheme, preferring to do our own payment processing "in house". So, please contact us by email, phone or fax, and payment can be made via the same means.

If you use a credit or debit card (we accept Visa and Mastercard and all their variations) the best method is by phone. Some of our customers have got round the security aspect of sending card details by email by splitting the card details over several emails. In all our years of trading we have never, to our knowledge, had a customer data security problem. We are very fussy about security, and we don't keep a record of your card details after the transaction, as customers who make repeat orders and have to give their details again already know. It's a security record we are proud of!

We now also accept payment by PayPal for certain types of transaction. Once you've discussed what you're after, and whether payment by this means is possible, it's as simple as us sending you a PayPal email which contains a link for you to click in order to pay us.

Direct transfer of funds, bank to bank, is also possible; please apply for our bank details if you wish to do this.

Prices

We don't have many prices on the web, because they change so often and we wish to be competitive by matching other genuine offers where possible. Where we do quote prices, they always include UK VAT at the current rate (20% at present). If you are ordering from within the EU you have to pay the VAT. If you order from outside the EU you don't pay UK VAT, but you will have to pay your own country's import tax and VAT.

Shipping cost will be calculated on an individual basis. Unlike some suppliers, we don't aim to make a profit from shipping. Sometimes we ship free of charge within the UK, sometimes not. It depends on what we're shipping, where you are, and whether we're actually making a profit on the sale! Outside of the UK, except in rare circumstances, we charge shipping on all orders.

Ordering from within the UK

Our normal guarantee for new equipment is two years, with the usual exceptions of "wear and tear" and "expendables" such as pickup stylii and valves. Secondhand equipment will carry a guarantee length agreed at the point of sale. We do not normally collect or return faulty equipment from a customer at our expense, except in circumstances where an item is obviously "dead on arrival" or shortly after arrival.

Ordering from overseas - the hazards

The main aspect to be aware of is, that although our standard two year guarantee usually applies (see above), we will not be responsible for collecting faulty equipment for service, or returning it to you afterwards. This even applies to "under guarantee" equipment - it has to be returned to us and collected from us. Be aware that if you return faulty equipment purchased from us to a local agent in your own country, they will not be obliged to service it under guarantee, indeed they might not service it at all, depending on their policy.

It is not always possible for us to supply equipment overseas in the first place. It depends on the brand, where it's going to, and the UK manufacturer's or importer's policy. We have no desire to encroach on the territory of an importer in your own country, except in situations where we are specifically authorised to do so.

Whilst we will endeavour to supply equipment with the correct voltage specification and power connector for your country, it is not always possible to do so, in which case we will warn you that you will need to find an adapter or power cable locally.

Errors and Omissions

Everybody makes mistakes occasionally including us. We will do our utmost to ensure your satisfaction if the fault is clearly ours, but ultimately we disclaim liability for any consequences arising from mistakes in information. Most product specifications we publish come from manufacturer's literature, and this is obviously beyond our control. We will not be liable to sell an item at an erroneous price, but will be accommodating of small errors or changes. Any errors despatching goods are clearly ours and we will rectify them as soon as possible.

You will not be disappointed

This is, of course, not a guarantee, that wouldn't be possible. However, we have considerable experience of mail order both within the UK. and overseas, extending back long before Walrus started in 1997, and are very concerned that you get what you ordered quickly, in one piece, and that you're happy with it and our service. We are proud to have very, very, few disappointed customers!

Last but not least...

We always welcome you at our shop.  We enjoy meeting our customers rather than just talking on the phone or emailing!