Frequently Ask the Questions

What payment methods do you accept?

We accept the following methods of payment – Mastercard, Visa, Visa Debit and PayPal.

When will I be charged?

Payment is charged immediately after security checks from your bank issuer and Captiva have been authorized.

How do I know my order has been placed successfully?

We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.

I did not receive a confirmation email

Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.

The item/size I ordered is out of stock. Why was it on the website?

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. Our system does not record individual size quantities, if you order several items in the same size you may experience a slight delay. If this is the case, we will let you know as soon as possible and will offer to substitute the item for another item of similar style/colour/ size or we will offer a refund.

How long will my order take to be processed?

We endeavour to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 24 – 72 working hours as a guide.

Contact Information

Please contact us if you require assistance, guidance or recommendations before making a purchase through our online shop. We are open Monday-Friday 10am-4pm and on Saturday 10am-4pm and are happy to answer your questions. Call us on 020 7249 9398 or email: Our shop address is 146 Stoke Newington Church Street, London, N16 0JU

Company Reg. No.: 06197611

VAT Reg. No.: 505 0610 00

Order Procedure

Once an order is placed, the payment will automatically be debited from the card details you supplied through the SagePay payment system. You will be sent a notification of your order, which is an acknowledgement of its receipt; detailing the products you have ordered and the total cost. This is part of our validation process, and does not infer acceptance of the order by Bridgewood & Neitzert Ltd.

Order acceptance and completion of the contract will only take place once the goods have been dispatched.  Bridgewood & Neitzert Ltd reserve the right to cancel an order due to;

  • non authorization of payment
  • the product being out of stock
  • an error occurring in pricing or description (see Goods Description and Prices)
  • act of God (see Payment)

In this instance the customer will be notified by email that we are unable to fulfil your order.


We will always endeavour to dispatch any order through our online store within 24 hours of receipt of the order. Goods will normally be dispatched straight from our existing stock. There will, however be occasions where we will have to obtain a product from our suppliers – which will take longer. In this instance we will always notify the customer by email of the expected delivery time, as soon is reasonably possible. In the event that a product is no longer available from our suppliers, we will refund the order within 7 working days.

Delivery options and charges are clearly stated at the point of checkout. All of our delivery charges include our handling and packaging costs.  Depending on the postage method selected, there may be tracking information available from the relevant courier. We will provide this to you by email. If you do not have this information, or have a question regarding it, then please call us on 020 7249 9398 or email

It is important to be aware that some countries will charge import duties on shipments and these are solely the responsibility of the purchaser.

In the rare event that a product is sent in error for another, or if the quantities of a product delivered are incorrect, we must be notified either by telephone on 020 7249 9398 or email within 3 days of receipt of the goods and within 7 days in writing. After this period no claim will be accepted. If a package is clearly damaged then delivery of the package should be refused. When writing to us please always include the order reference, the problem with the order and in case of damage full details of the damage (pictures are advisable).

Bridgewood & Neitzert Ltd will not accept liability for goods if we have not been notified within 14 days of the payment notification.  If an item is mislaid in transit and we have received no notification from you during this period we will not accept liability for replacing the order.

Bridgewood & Neitzert Ltd accepts no liability for any consequential loss or damage whatsoever, however caused.


Please note prices may be revised at any time by Bridgewood & Neitzert Ltd without notice. This may be due to an error in pricing having occurred, or simply in line with price increases passed on to us by our suppliers or through other costs that we have incurred in stocking the item. If a price is amended you will be contacted and asked if you wish to proceed with the order at the amended price. If you do not wish to proceed (or we are unable to contact you) we will cancel the order and refund you the entire cost of the order. VAT is always included in our prices at the current rate.


All of the instruments we sell are meticulously worked on in our workshops, and are in fully playable condition. This applies to both new and antique instruments. All have been set-up by us and this is incorporated into the sale price.

All of our instruments, bows carry a one year guarantee as standard. The guarantee covers everything with the exception of string breakages and bow hair.

Cases also carry a one year guarantee against a manufacturing defect, and some case companies also add an extended warranty in addition to this.

Description of Goods

Bridgewood & Neitzert Ltd make every reasonable effort to ensure that the information displayed about a product is as accurate as possible – and we also rely on information given to us by manufacturers about their products and publish this in good faith. There will occasions where there is variation in the finish, colour or other details from the pictured product.  We will always do our utmost to inform the purchaser in this situation, and always try accommodating a customer if the variation is significant enough to influence the desirability of the product to the customer. We do not however assume responsibility for erroneous product information provided to us by our suppliers.

Returns & Order Cancellations

We want you to be happy with your purchase. Under UK law, there is also a 7 day cooling-off period after which the purchaser may cancel the contract. This period commences once the goods are received by the purchaser (receipt of goods). If you wish to do this you must notify us by email to This excludes items that cannot be re-sold once opened – such as sealed strings, or rosin.  You must then return the goods at your own expense. You must return the goods in the original packaging and condition.

If the goods are faulty (or not what was ordered), then contact us within 7 days and we will arrange return at our own expense.

The effective cancellation date of the contract is the date the return is sent. Bridgewood & Neitzert Ltd will refund the purchase price of the goods to the purchaser once the goods have been received back in their original condition.

Goods being returned are to be sent to:

Bridgewood & Neitzert Ltd

146 Stoke Newington Church Street


N16 0JU

United Kingdom


After receiving your payment we always do our best to process your order within 24 hours. We will usually try to despatch the order on the same working day as receipt. We accept all major credit/debit cards except American Express. We also accept payment by bank transfer. Please contact us if you wish to use this method of payment. Please note that goods will not be dispatched until the funds are cleared into our bank account, and that any fees incurred in making a bank transfer must be paid for by the purchaser.

There may be circumstances beyond our control which necessitate the cancelling of an order without notice or compensation. This would include;  the product being discontinued, strikes, lockouts, industrial action, far, flood, drought, weather conditions, war, civil disturbance, Act of God, or any cause preventing us from fulfilling our contract.



SagePay_Top_V2Security is a priority

Sage Pay has the highest level of card data security (PCI DSS Level 1 compliant) so our customers can trade with peace of mind and shoppers are protected against fraud.

Today, Sage Pay process millions of secure payments each month

But how did it all begin…

Sage Pay’s story started back in 2001 when Protx was founded by a group of private investors who had a dream to help small and medium sized businesses (SMEs) in the UK by providing safe, easy online payment services.

Between 2001 and 2003 Sage Pay became accredited by all the major banks including Lloyds TSB, Cardnet, Bank of Scotland, Barclays Merchant Services, HSBC, Natwest Streamline, American Express, Diners Card, JCB, and Euroconex to provide secure online payments.

  • June 2003: Sage Pay became the first provider to introduce a simple pricing policy for the SME market based around a flat monthly fee with no transaction charges.
  • 2006: Protx was acquired by Sage and Simon Black was appointed as Managing Director the following year.
  • April 2009: Protx officially rebranded to Sage Pay and opened a customer service hub in Newcastle-upon-Tyne, to provide help and reassurance to our customers. That same year, Sage Pay entered the Irish market.
  • February 2012: Sage Pay acquired Integral Computers Ltd heralding its entry into the card machine payment market. Through the Integral acquisition, Sage Pay was established as a multi-channel payment provider in Ireland and the market leader in the UK.

There are now 300 employees working across Europe, serving over 50,000 customers.  Sage Pay is known as one of the most trusted payment companies in Europe.



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Copyright © 2016 Bridgewood & Neitzert Ltd

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Users are permitted to make temporary copies necessary to browse this website and blog on screen, or download, or print a single copy of the material for their personal use as private individuals only. However, users must not change any of the material or remove any part of any copyright notice, republish any part of the material, (except for Blog Posts, Articles and Press Releases), either on another website, or in any other medium, print, electronic or otherwise, and or, use the material as part of any commercial service, without the prior written permission of Bridgewood & Neitzert Limited.

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