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 the point of manufacture by our suppliers. We are, however, always happy to discuss additional discount when extra accessories are purchased with an instrument.

Unfortunately we are not able to offer a try before you buy service.

If a product is showing as "Re-stocking soon", the item can be pre-ordered and you will then receive an email with a delivery estimate. If you need an expected arrival date before ordering then please email us and a member of our Sales Team will be able to give you up-to-date lead times.

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 second-hand or used instruments; neither do we accept part exchanges. We generally advise our customers to sell their second-hand instruments privately via auction sites such as eBay.

Occasionally, we have a small selection of second-hand instruments for sale collected from our Educational Rental Programme and ReTune Recycling Scheme. These are available to purchase from our eBay shop.

Music Hubs and Schools can also browse a variety of second-hand musical instruments at a heavily discounted price, with all proceeds being donated to our ReTune Initiative to support nature-based solutions through our sustainability partner, Earthly.

We no longer have an on-site technician for instrument repairs, however we now work in partnership with The British Music Service and W&B Instrument Repairs for all brass and woodwind instrument repairs, please find their details here. For any other instrument repairs, we recommend checking the NAMIR website to find a local instrument repairer.

All orders are processed by our warehouse within 1-2 working days of receipt. Orders are not processed or dispatched on weekends or 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: Parcelforce/Pallet orders are usually delivered in 1-2 working days. Arrow XL orders can be arranged on a convenient day for you, usually within 7-10 working days. (Arrow XL will contact you directly to book this in).

Please note that deliveries to Scottish Highlands, Northern Ireland and UK Islands can take a further 2-4 days to arrive.

Delivery is FREE for all orders for Education Rewards Club members (mainland UK only).

For non-education account holders, delivery costs will be calculated at checkout depending on your total order amount - orders over £50 receive FREE delivery, otherwise a £5.99 charge will apply.

If you miss the delivery Parcelforce will leave a 'calling card' to let you know what will happen next. This may be:

• Your parcel will be redelivered the next day.
• Your parcel has been left with a neighbour.
• Your parcel has been taken to your local Post Office branch.
• Your parcel has been returned to our depot.

If you want to arrange for your parcel to be delivered to a different address then please note that Parcelforce will only deliver parcels to a different address after one delivery attempt has been made. There may be a small charge and can take up to 3 days to redeliver to a different address.

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

We currently only ship to UK addresses. We recommend contacting a UK freight forwarder to ship orders internationally.

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.

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 under £250 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.

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.