FAQs

Available FAQs

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

Cancellation & Returns

Can I cancel an order?
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.

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

For more information about returns, please read our Returns Procedure

Tax

Do I need to pay tax on my order?


In the European Union (EU):
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 problems in this regard 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:
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:
Prices are displayed including sales tax and import carrier charges.*

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.

* For all Canadian orders a delivery charge will be applied. These are shown at the checkout.
Up until the point of processing your order and taking funds, we may be able to cancel your pre-order. Please get in touch with our Customer Service team for assistance.

General

Where can I find my order invoice?

Invoices for any orders you have placed can be found within your user account area. You can login to your user account here.

If you placed your order without creating an account (i.e: as a Guest), you will have been sent an order confirmation by email, attached to this email will be a copy of your order invoice.

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.

Focusrite // Novation Studio Trade In