FAQs

Available FAQs

Cancellation & Return FAQs
Tax FAQs
General FAQs
Studio Trade In FAQs

Cancellation & Returns

Can I cancel an order?

If you wish to cancel your order, please contact our Customer Service Team as soon as possible, ideally via phone or live chat, through the link below so that they can assist.
bit.ly/FocusriteSupport

If your order has already been dispatched, we will be more than happy to arrange a return for you once your order has arrived. We will cover the shipping costs involved and refund you in full once the order has arrived back at our warehouse.
If your order has not yet been dispatched, we should be able to cancel the order for you, our Customer Service Team will be able to determine whether or not your order has left our warehouse and can advise accordingly.

Can I return an order I have already received?

Returns can be requested from your account area within 30 days of receipt of your goods. If you did not create an account at time of order, then please submit a support ticket or contact us via phone or live chat at bit.ly/FocusriteSupport.

If you have an account, click on the 'Request Return' tab, and the 'View Lines To Return' option.

Select the product (and quantity if relevant) that you wish to return, enter the reason for the return and confirm the request by clicking the 'Submit Return Request' button. You will shortly receive an e-mail to confirm your return request. All shipping costs incurred from the return or replacement will be covered by Focusrite.

A member of the Support Team at Focusrite will then contact you via email to arrange the return of the item. If you would rather call at your convenience, you can contact our UK support team on 0044 (0)1494 462246 or our US support team on 001 (310) 322-5500, a member of the team will be happy to arrange the return of the item, please ensure you have your order number to hand.

If you purchased a product with multiple accessories (such as headphones/a microphone), you must return all products within the bundle; if one of the accessories is faulty, we will replace the product in its entirety, rather than the faulty accessory.

For more information about returns, please read our Returns Procedure

Full refund terms & conditions can be found here.

Tax

Do I need to pay tax on my order?


In the European Union (EU):
Orders are dispatched from our UK warehouse. All charges payable to Focusrite are included in the final price of your order, however, we recommend contacting your local Customs office before placing an order with us in order to enquire about any potential import fees which may be payable once your order passes through Customs.

While we have not seen any major delivery problems post-Brexit, in some instances you may need to pay import taxes for international imports from non-EU countries. In this situation the import duty is the responsibility of the importer to pay, and as such, we recommend checking the import processes locally before placing an order on our eStore in order to prevent any potential unexpected additional Customs fees charged on delivery.

In the US:
Orders are dispatched from our USA warehouse. Prices are displayed excluding sales tax, sales tax will be added at the point of checkout based on your billing address. Sales tax is chargeable for addresses in the following states:

  • California
  • Florida
  • New Jersey
  • New York
  • Tennessee
  • Illinois
  • Washington
  • Mississippi
Outside of the EU and US:
Orders are dispatched from our UK warehouse. Prices are displayed including sales tax and import carrier charges. For all Canadian orders a 15% delivery charge will be applied, this charge will be displayed during the checkout process.

Additionally, please note that when ordering from Focusrite.com, you are considered to be the 'Importer of Record' and as a result you must comply with all laws and regulations of the country into which you are receiving the goods. This may include the requirement of paying standard import duties in order to clear your shipment through Customs; Clearance charges on international imports change from country to country, and are not charges we have any involvement with as the charge is to you as the importer, and as a result, we advise that you contact your local Customs Office in order to find out more information about the Customs processes in your locality, before making a purchase.

It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union or the United States. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents of the shipment, claim a lower value or mark it as a gift. Please do not ask, or expect us to do any of the above.

General

How do I track my order?

Once your order has been collected from our warehouse, we will send a dispatch confirmation via email with the tracking number, along with a link to the courier website so you can see a live tracking update. All UK orders will be shipped via DPD, and via FedEx for the rest of the world.

If you created an account when you placed your order with Focusrite, you can view the status of your order online. Simply log in to your eStore account, hover over the user icon silhouette to the right of the delivery country flag icon, and click on "My Orders".

Where can I find my order invoice?

An invoice will be attached to your order confirmation email. Invoices for any orders you have placed can also be found within your user account area if you have an eStore account. You can login to your user account here.

How do I recycle my old unit?

As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. Read more here.

For UK Customers wishing to upgrade to a newer model, we have a Studio Trade In Program running at present, whereby you can swap your older Focusrite/Novation products in exchange for a 25% discount code to use on our eStore. Further information regarding this can be found on the link below.

While we hope to be able to offer the Studio Trade-In scheme to other countries in future, at present we are unfortunately not able to confirm if or when this may be a possibility.

Focusrite // Novation Studio Trade In