General Enquiries

If a product is out of stock it can still be ordered and we will then email you once free stock is available. If you need an expected arrival date then Please Email Us and a member of our Sales Team will be able to give you up to date lead times. Alternatively, click the Live Chat tab at the bottom right of your browser window to Chat with a member of our team or raise a Support Ticket.

We update our stock information regularly to ensure it is as accurate as possible. However, occasionally we may receive a large number of orders in quick succession, meaning that we are unable to fulfill them all from current stock. On the rare occasion this happens we supply on a first come first served basis and will notify you as soon as possible if we are unable to satisfy your order immediately. We will confirm when more stock is expected and give you the option to place it on back order, accept an alternative or if neither of these is acceptable, you can cancel and we will provide a full refund.

Unfortunately we do not buy or sell second-hand instruments; neither do we accept part exchanges unless a trade scheme is being offered by our suppliers. We generally advise all of our customers to sell their second-hand instruments privately via auction sites such as eBay. We do however have a Clearance Section on our website which lists items that are ex-demonstration or maybe have damaged packaging. These are generally available with an additional discount so it is worth checking it out if you are looking for a bargain!

Unfortunately our showroom is temporarily closed due to COVID-19. For more information on how to visit our showroom, please click here.

All items are covered by the manufacturer’s standard warranty.

In addition, we offer a 5 year warranty on all products over £150 (subject to Terms & Conditions.)

If you would like clarification of the warranty period for a specific product/manufacturer then Please Email Our Support Team who will be able to clarify. Please note, engraving your instrument will void all warranties.

Unfortunately we are unable to exchange accessories as these are included at point of manufacture by our suppliers. We are, however, always happy to discuss additional discount when extra accessories are purchased with an instrument.

Dispatch and Delivery

We aim to ship all of our orders within 24 hours of receipt (excluding weekends and bank holidays).
A dispatch notification/invoice is sent via email on the day that your order has been dispatched from our warehouse. The delivery method used is shown underneath the shipping address on this invoice.
Our small items are sent via Royal Mail 2nd Class, usually arriving within 2-3 working days.
For delivering medium to large items, we use DPD who deliver Monday to Friday. DPD will send you a one-hour time slot on the day of delivery, if this is not convenient DPD offers a range of in-flight options to re-arrange delivery. Please note that deliveries to Scottish Highlands, Northern Ireland and UK Islands take 2-4 days to arrive.
Extra large items (for example, a digital piano/double bass) are shipped via Arrow XL using a 2-man delivery service. Arrow XL will contact you directly to arrange a convenient day for delivery after ordering.

Please find below relevant links to contact details for our delivery partners:

Royal Mail

DPD

You will need your consignment number and they will be able to help with any delivery/collection queries.

Royal Mail should leave a ‘calling card’ and they will leave the parcel with your local sorting office. You can either collect this, or organise redelivery with them directly.

DPD should leave a ‘calling card’ with a reference number. DPD will automatically attempt redelivery the next working day. If you’re not going to be in, using your reference number you’ll be given these options for your parcel to be delivered:
1. Select an alternative delivery date
2. Opt for delivery to a nominated neighbour
3. Have the parcel left in a specified safe place
4. Collect the parcel from your local DPD Pickup Shop
5. Upgrade delivery to before 10:30, before 12, afternoon or weekend. (Extra charges may apply)

Royal Mail - Once your goods have left our warehouse, we are unable to change the delivery address on any Royal Mail items, so please make sure that the correct address is completed when placing your order.

DPD - We can request for your delivery address to be changed before delivery, please note this will add an extra day onto the delivery time.

Please Contact Our Support Team to arrange the redelivery with us. All items returned to us undelivered are subject to a redelivery fee.

Royal Mail – Royal Mail 2nd Class items may arrive on a Saturday depending on the dispatch date. Items dispatched on Wednesday/Thursday via Royal Mail 2nd may arrive with your normal post on a Saturday.

DPD - Standard Delivery days are Monday to Friday (excluding Bank Holidays). DPD offer an upgrade service to a Saturday or Sunday for an extra fee, please contact DPD directly to arrange this.

Arrow XL – Once your item has been dispatched, Arrow XL will contact you directly to choose a delivery day, Monday to Saturday.

Please see our Delivery Section to find the full list of countries we currently ship to. If your country is not on this list, please Contact Us and our Sales Team will be able to help and confirm if delivery will be possible.

Please report to us within 48 hours of receiving your order to document a shortage or discrepancy. Please Contact Us and our Team will be able to help.

Payments

Credit and Debit Cards: We accept all major credit and debit cards including: MasterCard, Visa, Maestro and American Express.

PayPal: You can pay via PayPal when ordering online, or we can issue a PayPal invoice for orders over the phone or via email.

Google/Apple Pay: We accept Google and Apple Pay.

Purchase Order: We accept payment on invoice using a PO from Education Account holders.

Please contact our Sales Team on 01283 535333 and they will endeavour to help you with your payment problem.

Returns

Please see the Returns Section of our website for more information and details on how to return your item. Once this is back in our warehouse, a refund minus the postage charge will then be processed via the same payment method used to place your order. All returns are dealt with within 48 hours of them being delivered to our warehouse. We aim to refund within 24 hours after your item has been checked and processed.

Please Contact Our Support Team with your Account Reference Number (found on your delivery note and invoice) and they will be able to arrange a replacement and the return of the damaged item. More information regarding the return of damaged goods can be found in our Returns Section.

Please Contact Our Support Team with your Account Reference Number (found on your delivery note and invoice) and details of the fault and we will be able to help.

Please Contact Our Support Team with your Account Reference Number (found on your delivery note and invoice) and the details of the item you have received. We will then arrange the return of the incorrect item received and replace it with the correct item that you ordered. More information regarding the return of incorrect items can be found in our Returns Section.

Please check your delivery note to make sure there are no items ‘to follow’ as this means the goods are not in stock and will be dispatched once they come into stock. If all the items are showing as enclosed, Please Contact Our Support Team with your Account Reference number (found on the delivery note or invoice) and the item that you are missing.

Customer support

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