Frequently asked questions

Where to Buy?

  • Brexit related Duties

    All product shipped to EU countries will come from our warehouse in Germany, so you do not need to worry about any extra taxes or duties when placing your order from our website.

    All U.K orders will ship from our U.K warehouse. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Regional Distributors

    Below is a list of all authorised distributors in the countries where we currently sell Cambridge Audio products. You can also find your nearest Cambridge Audio retailer here. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Spare Parts

    Many of our most requested and popular spares can now be purchased direct from our website.

    If you require any spare parts for your Cambridge Audio device that isn't listed on our website please contact your retailer or country distributor.

    A full list of Cambridge Audio distributors by country can be found HERE.

     

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

Deliveries

  • Where will my order ship from?

    All product shipped to EU countries will come from our warehouse in Germany, so you do not need to worry about any extra taxes or duties when placing your order from our website.

    All U.K orders will ship from our U.K warehouse. 

    All U.S orders will ship from one of our U.S warehouses.

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Service and next day delivery time cut off by country

    Below are the same day shipping cut off times and shipping information for orders placed on Cambridgeaudio.com. 

    UK

    The same day shipping cut off time for the UK for orders placed on the website is 3.00 P.M UK Time.

    DPD are the courier we currently use to fulfil all UK orders from our warehouse. They usually require a signature on delivery, but due to the current impact of Covid-19 drivers are not currently asking for a signature but will instead take a photo of the package outside your front door when delivered as proof of delivery. 

    Will we deliver to P.O box and Military addresses in the UK? Yes.

    Germany

    The same day shipping cut off time for the UK for orders placed on the website is 3.00 P.M DE Time.

    DPD are the courier we currently use to fulfil all UK orders from our warehouse. They usually require a signature on delivery, but due to the current impact of Covid-19 drivers are not currently asking for a signature but will instead take a photo of the package outside your front door when delivered as proof of delivery. 

    Will we deliver to P.O box and Military addresses in Germany? No.

    United States

    The cut off time for U.S deliveries is 3.00 PM local time for each warehouse, but this will depend on which warehouse can fulfil the order as we have warehouses in the Eastern, Central and Mountain time zones. Ideally a customer in Chicago placing an order at 2:30 PM Central Time should be fine for next day delivery, for example, but if the product is only in our Maryland warehouse, the order would come in at 3:30 PM Eastern time and therefore miss the cut off. If you are unsure we would recommend contacting our support team for more information on your order's shipping and ETA.

    We use UPS for all U.S orders, and there is no signature on delivery.

    Will we deliver to P.O box and Military addresses in the U.S? No.

    Hong Kong

    The same day shipping cut off time for Hong Kong for orders placed on the website is 12.00 noon HK time.

    SF Express are the courier service that we use to fulfil orders from Hong Kong. They do not always request a signature but will always need “Customer Name” and “Contact Number”.
    Will we deliver to P.O box and Military addresses in Hong Kong? Yes to P.O boxes, for military address it depends on the item.

    Please note: Whilst we will always do our best to adhere to the above cut off times, during exceptionally busy periods such as holiday seasons this may be change, and there may be additional delays on getting orders out. Any changes will be announced on our website.  

     Can I specify a delivery time or day?

    Tracking your order and re-arranging delivery

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Tracking your order and re-arranging delivery

    After your order has shipped you will receive a shipment confirmation email which will include a tracking number. You can monitor your delivery through the number and the carrier's website, see an estimated time of delivery and sign up for SMS alerts (where provided by carrier).

    Delivery Attempts

    If you receive a notice from the courier stating delivery was attempted while you were out, please follow its instructions regarding an alternate delivery date or parcel pick-up location. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Can I specify a delivery time or day?

    After your order has shipped you will receive a shipment confirmation email which will include a tracking number. You can use this tracking number to monitor your delivery through the the carrier's website. From there you'll be able to see an estimated time of delivery, and if you wish, change the delivery day to suit, or arrange for the item to be left in a safe place or with a neighbour, as well as sign up for SMS alerts as to your deliveries progress (where provided by carrier).

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

Orders

  • I haven't received my confirmation email, will I still be charged?

    All successful Cambridge Audio orders will be followed shortly by a conformation email. If you do not receive an order confirmation email from us after placing your order then this means that your order has not gone through.

    Occasionally an order may be declined due to a “system decline”. Don't worry, you won't be charged for this order!

     What it does mean though is that our anti-fraud system has declined the transaction.

     To complete the purchase, you can:

    1. Use a credit card or debit card where your shipping address matches your billing address.

    2. Alternatively, update your billing details with your bank so your billing and shipping addresses match any payment methods.

    3. Use an alternate payment method such as PayPal that is securely verified.

     If, despite not receiving a confirmation email, you can see that money has been taken from your card then what has likely happened is that your bank or payment provider has taken a 'pre-payment' from your card. This pre-payment is held with your card or payment provider as a pre-payment pending the transaction's completion (which is confirmed with an order confirmation email from ourselves), but the money is not actually transferred over to us at this stage. This pre-payment is normally returned back onto your balance by your card provider in 48 hours if the order has not gone through and this is perfectly normal. If after 48 hours you have not had the full balance returned from your unsuccessful order, or if you are still unsure, then we would recommend contacting your bank or card provider direct who will be ale to advise you further on this.

     Still having trouble with your order?

    Please contact us.

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • What Payment methods does Cambridge Audio accept?

    We currently accept the following payments methods when placing an order on our website: 

    • Visa
    • Mastercard
    • Maestro
    • Maestro UK
    • Discover
    • American Express (US only)
    • PayPal
    • Pay With Amazon

    Having trouble with your order?

    Please contact us. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • I want to cancel my order

    If you want to cancel your order, please contact us as soon as possible.

    Please note that we are unable to cancel your order after you have received a shipment confirmation email.

    However, if you are unhappy with your order after you have received it for any reason you can make use of our Risk-Free Return guarantee. Please see the Warranty & Returns section for more information.

    Warranty & Returns

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Changing or amending your order or delivery address

    Changing Your Order

    If you want to change your order, please contact us as soon as possible.

    Please note that  we are unable to make changes or cancel your order after you have received a shipment confirmation email.

     Changing your address

    If you want to change your delivery address, please contact us as soon as possible.

    Please note: For customers in the United States our warehouse will often have a label ready before the shipping notification is sent out, which means that changing the address after the order has gone through may not be possible, even if you have not yet received a shipping confirmation, and it may not be possible to update the address at this point. We would advise U.S customers to contact our support team as soon as possible for any order queries regarding a change of shipping address. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • European VAT

    Cambridge Audio is VAT registered in the United Kingdom and Germany.

    We charge the current:

    German VAT rate for sales made and shipped to Germany

    UK VAT rate on sales made and shipped to remainder of Europe.

    We are unable to deduct VAT on purchases made by VAT registered businesses. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

Warranty

  • Warranty

    Your Cambridge Audio product warranty is the responsibility of the retailer or dealer that you purchased from.

    If you purchased from Cambridge Audio directly via Cambridgeaudio.com or our Amazon stores:

    Cambridge Audio products are covered by a warranty from date of purchase which may differ based on the region it was purchased. This does not cover above average wear and tear, misuse, and abuse.

    UK

    Melomania:                    

    • 2-year warranty on ear buds and charger.
    • 1-year warranty on batteries.

    Electronics, Disc Players, Speakers, TV Speakers, Wireless Speakers and Remotes:

    • 2-year warranty

    US

    Melomania:                     

    • 1-year warranty on ear buds, batteries and charger.

    Electronics, Disc Players, Speakers, TV Speakers and Remotes:

    • 2-year warranty
    • U.S customers are able to get an extra year warranty on these products if they register their product on the Cambridge Audio registration site here.

    Wireless Speakers:

    • 1-year warranty
    • U.S customers are also able to get an extra year warranty on these products if they register their product on the Cambridge Audio registration site here.

    Please note: That Melomania are not eligible for an extra year of warranty coverage.

    Germany

    Melomania:                     

    • 2-year warranty on ear buds and charger.
    • 1-year warranty on batteries.

    Electronics, Disc Players, Speakers, TV Speakers, Wireless Speakers and Remotes:

    • 2-year warranty

    Hong Kong

    Melomania:                    

    • 2-year warranty on ear buds and charger.
    • 1-year warranty on batteries.

    Electronics, Disc Players, Speakers, TV Speakers, Wireless Speakers and Remotes:

    • 2-year warranty

     

    If you purchased from Cambridge Audio directly via our eBay stores:

    For U.S Customers; The warranty is 1 year, with no extension for registering. 

    For U.K customers; The warranty is specified on each individual listing.

     

    What is covered by a Cambridge Audio warranty?

    The warranty covers the repair or replacement (at Cambridge Audio’s discretion) of your Cambridge Audio product if it is found to be defective due to faulty materials or workmanship within the warranty period.

    If any part is no longer available (e.g. particular colour variations), Cambridge Audio will replace it with a functional replacement part. Please be aware that due to the age of some devices this may no always be possible, in which case we will contact you direct to discus further options. 

    What isn't covered by a Cambridge Audio warranty?

    Cambridge Audio products are engineered and constructed for continual high performance in normal domestic settings. If a Cambridge Audio machine is used in the way it is intended, and it breaks down within the warranty period, it's our responsibility to repair or replace it.

    There are, however, some circumstances in which a Cambridge Audio warranty doesn't cover the repair or replacement of a product. These aren't hidden in the small print. Here's what isn't covered:

     Above average wear and tear

    Accidental damage

    Damage as a result of use not in accordance with the product’s power rating.

    Damage from external sources such as transit, weather, electrical outages or power surges.

    Failures caused by circumstances outside of Cambridge Audio’s control.

    Faults caused by:

    Negligent use, misuse, neglect or careless operation of the machine;

    Use of parts not assembled or installed in accordance with the instructions of Cambridge Audio.

    Repairs or alterations carried out by parties other than Cambridge Audio or its authorised agents.

     

    The terms and conditions of a Cambridge Audio warranty are as follows:

    The warranty becomes effective at the date of purchase (or the date of delivery if this is later).

    You must provide proof of purchase before any work can be carried out on your product under the warranty. Please note that without this proof any work carried out will be chargeable. Please keep your purchase receipt.

    All work will be carried out by Cambridge Audio or its authorised agents.

    Any parts which are replaced will become the property of Cambridge Audio.

    The repair or replacement of your machine under warranty will not extend the period of the warranty.

    The warranty provides benefits which are additional to and do not affect your statutory rights as a consumer.

     

    Where is the Cambridge Audio warranty valid?

    This warranty will only be valid if the product is used in the country in which it was sold.

    If you take your product abroad the warranty may be invalidated. However, we will do our best to help you in your new country of residence.

     

    Are Cambridge Audio warranties transferable?

    Cambridge Audio warranties are transferable with the product, provided the original proof of purchase from Cambridge Audio is supplied, together with evidence of any change of ownership of the machine, confirming that the machine was in good working order when the change of ownership took place.

     

     IMPORTANT:

    If you purchased from a retailer or dealer please contact them for warranty information.

    Regional distributors

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

Warranty - Where did you purchase?

  • Amazon Returns

    Faults under warranty

    If your Cambridge Audio product purchased from Amazon develops a fault, and the issue cannot be resolved through the troubleshooting steps and is under warranty and deemed to be faulty we will issue a RMA number and arrange its return to us for repair or replacement.

    For a replacement please complete this form.

    Please note: For customers in Canada seeking a replacement this form will not work. Instead, please use the Contact Form at the bottom of the page to get in touch with a support agent regarding your issue. 

     

    IMPORTANT

    Only purchases from Cambridge Audio’s official Amazon stores are covered by the Cambridge Audio warranty policy.

    Products purchased from Amazon unauthorised third-party sellers are ineligible. Please contact the seller to discuss your options. 

    You must be able to provide your Amazon proof of purchase.

     

    Money Back Returns

    To return a Cambridge Audio product purchased from Cambridge Audio through Amazon, please go to the Amazon Returns Center to see if you are within the Amazon money back return window. 

     Cambridge Audio is unable to process Amazon purchased money back returns.

     

    Melomania Warranty

    Purchased from Cambridgeaudio.com? 

    Purchased from Cambridge Audio’s eBay store? 

    Purchased from a Retailer?

    Out of warranty?

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Melomania Cambridgeaudio.com Returns

    Faults under warranty

    If your Cambridge Audio Melomania product develops a fault, and the issue cannot be resolved through the troubleshooting steps and is under warranty and deemed to be faulty we will issue a RMA number and arrange its return to us for repair or replacement.

     For a replacement please complete this form.

     

    Please note: For customers in Canada seeking a replacement this form will not work. Instead, please use the Contact Form at the bottom of the page to get in touch with a support agent regarding your issue.

    IMPORTANT

    Only purchases from Cambridgeaudio.com are covered by the Cambridge Audio warranty policy.

    When contacting us please provide as much information as possible to help us to provide a swift resolution.

    Money Back Risk-Free Returns

    We want to make sure you are 100% happy with your Cambridge Audio Melomania product.

    Before requesting a money back risk-free return, please do review the FAQs and troubleshooting articles on our support site which should answer most of the common questions and issues. 

    Melomania 1

    Melomania Touch

     If your issue hasn’t been resolved and you do not want a replacement, please request a return for a full refund by contacting us using this form.

    To be eligible for a money back risk-free return:

    • You have requested a return merchandise authorisation (RMA) within risk-free return period
      • UK 100 days
      • Europe 100 days
      • USA 60 days
      • HK 100 days 
    • Products being returned must be in re-saleable condition in the original packaging with all accessories.
    • You purchased from Cambridgeaudio.com

    Please note: For customers in Canada seeking a refund this form will not work. Instead, please use the Contact Form at the bottom of the page to get in touch with a support agent regarding your issue.

     

    Please note: Customers in China and Hong Kong: We will not be able to facilitate the return of Melomania products via the automated RMA form. Instead, please contact our Hong Kong office where a member of the team will be able to advise you further on the next steps: 

    Cambridge Audio (Asia) Ltd.
    10/F., Hale Weal Industrial Building
    22-28 Tai Chung Road
    Tsuen Wan, N. T., Hong Kong

    Business Hours:
    Mon. to Fri.: 9am to 1pm & 2pm to 6pm
    Sat., Sun & Public holidays: Closed

    Tel: (852) 2499-6018

     

    IMPORTANT

    If you did not purchase your product through Cambridgeaudio.com , please refer to your place of purchase to discuss your return options.

     

    Melomania Warranty

    Purchased from Cambridge Audio’s Amazon Store? 

    Purchased from Cambridge Audio’s eBay store? 

    Purchased from a Retailer?

    Out of warranty?

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Cambridgeaudio.com Returns

    Faults under warranty

    If your Cambridge Audio product develops a fault, and the issue cannot be resolved through the troubleshooting steps and is under warranty and deemed to be faulty we will issue a RMA number and arrange its return to us for repair or replacement.

     For a replacement please complete this form.

    Please note: For customers in Canada seeking a replacement this form will not work. Instead, please use the Contact Form at the bottom of the page to get in touch with a support agent regarding your issue.

     

    IMPORTANT

    Only purchases from Cambridgeaudio.com  are covered by the Cambridge Audio warranty policy.

    When contacting us please provide as much information as possible to help us to provide a swift resolution.

     

    Money Back Risk-Free Returns

    We want to make sure you are 100% happy with your Cambridge Audio product.

    Before requesting a money back risk-free return, please review our support sections or contact us.

    If your issue hasn’t been resolved and you do not want a replacement, please request a return for a full refund by completing this form.

    To be eligible for a money back risk-free return:

    • You have requested a return merchandise authorisation (RMA) within risk-free return period
      • UK 100 days
      • Europe 100 days
      • USA 60 days
      • HK 100 days 
    • Products being returned must be in resalable condition in the original packaging with all accessories.
    • You purchased from Cambridgeaudio.com

    Please note: For customers in Canada seeking a refund this form will not work. Instead, please use the Contact Form at the bottom of the page to get in touch with a support agent regarding your issue.

    IMPORTANT

    If you did not purchase your product through Cambridgeaudio.com , please refer to your place of purchase to discuss your return options.

     

    Purchased from Cambridge Audio’s Amazon Store? 

    Purchased from Cambridge Audio’s eBay store? 

    Purchased from a Retailer?

    Out of warranty?

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • eBay returns

    Faults under warranty

    If your Cambridge Audio product purchased from Cambridge Audio's ebay store develops a fault, and the issue cannot be resolved through the troubleshooting steps and is under warranty and deemed to be faulty we will issue a RMA number and arrange its return to us for repair or replacement.

    Please note: A replacement might not be possible based on our current stock. If this is the case we will contact you direct to discus what other options are available to you. 

    For a replacement please complete this form.

    Please note: For customers in Canada seeking a replacement this form will not work. Instead, please use the Contact Form at the bottom of the page to get in touch with a support agent regarding your issue.

     

    IMPORTANT

    Only purchases from Cambridge Audio’s official ebay stores are covered by the Cambridge Audio warranty policy:

    • Cambridgeaudio_direct
    • cambridgeaudiousa

    Products purchased from ebay third-party sellers are ineligible. Please contact the seller to discuss your options.

    You must be able to provide your ebay proof of purchase.

     

    Money Back Returns

    If you wish to return an item you bought through ebay for a money back return you can do so within the first 30 days of purchase by using ebay's own return procedure. They will provide a pre-paid returns shipping label for you to return the item with. Just click on the item in question in 'My ebay' > More options > Return the item. 

    Purchased from Cambridgeaudio.com?

    Purchased from Cambridge Audio’s Amazon store?

    Purchased from a Retailer?

    Out of warranty?

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

  • Retailer & Dealer Returns

    Faults under warranty

    Your Cambridge Audio product warranty is the responsibility of the retailer or dealer that you purchased from. 

    If you have any questions or problems, please contact the retailer or dealer in the first instance. Click here to find the nearest dealer or distributor for your country or region.

    A list of our national distributors by country can be found here. 

    Please note:

    If you are located in the U.S only purchases from authorised U.S retailers are covered by the Cambridge Audio warranty policy. Please contact Cambridge Audio US who are responsible for handling all U.S warranty claims, and they will be able to advise you further on this. 

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form

Out of warranty repairs

  • Out of Warranty repairs

    If your Cambridge Audio device is suffering from a fault and is outside of it's warranty period then we advise that you take the unit to your local dealer as they can handle this for you. 

    In the UK, Europe and most of the rest of the world we do not repair units ourselves, all of our servicing is entrusted to our dealers. Your local dealer or distributor will also be able to inform you if there are any further options available to you. If they are unable to assist, the next step would be to contact our distributor for your country below as they will have the required parts available and can organise for the unit to be inspected and repaired by an engineer.

    However, there are a few exceptions to this: 

    United States 

    In the U.S we offer the option for a trade-in for deal for your faulty device on a new, equivalent Cambridge Audio product, or for an out-of-warranty repair through our single authorised service centre who handle all our repairs in the US. We would advise that U.S customers contact us directly for more details on these options. 

     Hong Kong

    If you are located in Hong Kong then we take care of all Cambridge Audio products (in-warranty and out or warranty) ourselves. If the product is out of warranty, we will still repair the unit (if the parts are still available). We would ask you to bring the unit to our Tsuen Wan office where we will provide repair quotation within 3 to 5 working days.
    If the quotation is accepted we will then proceed with the repair and then we will contact you when complete to pick up the device.
    If the quotation is not accepted, you can pick up the unrepaired unit but we will charge HKD200 for the inspection. Please feel free to contact our Tsuen Wan office on (852) 2499-6018 if you have any questions.

    If you still have questions, please contact us by submitting a request here and our Support team will be more than happy to help – Contact Form