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Evening opening hours: Our phone lines and live chat are open until 7pm this Tuesday, Wednesday and Thursday.
01283 535333
on orders over £75
5 year warranty
on items over £150
Pay by Purchase Order
with an Education Account

Frequently Asked Questions

General Enquiries

The item I’m interested in is not showing as ‘In Stock’, how can I find out when it will be available?

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.

What happens if an item is out of stock once I have placed my order?

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 or a very large single order, 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.

Do you buy and sell second hand instruments?

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!

Can we try instruments before we buy?

Whilst we are a predominately an online retailer we have a small selection of products on display and a much wider range available in our warehouse to try on an appointment basis.

We want to ensure you have the best possible time when visiting us, so require all customers to pre-book an appointment with one of our Specialists, either via phone or email. This way we can arrange to have your selected instrument available to try at your leisure, giving you a personalised experience.

For more information on how to visit our showroom, please click here.

Do all of your products come with a warranty?

Yes, we offer a 5 year warranty on all products over £150* All items below this value are covered by the manufacturer’s own standard warranty period which is a minimum of 1 year and for some manufacturers 2 or more. 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. Alternatively, click the Live Chat tab on the right hand side of your browser window to Chat with a member of our team or raise a Support Ticket. Please note, engraving your instrument will void all warranties.

Can I swap the free accessories that are supplied with my instrument for something else?

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

How long will it take for my order to arrive?

We aim to ship all of our orders within 24 hours of receipt (excluding weekends).

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 Parcelforce Worldwide who will deliver between 7am and 6pm Monday to Friday. If for any reason you miss the delivery slot they will leave a ‘calling card’ to arrange the delivery for another day. Parcel Force will attempt delivery of your parcel 3 times, after this, you will need to collect your parcel from your local Parcelforce depot. Please note that deliveries to Scottish Highlands, Northern Ireland and UK Islands take 2 days to arrive. There are a few zones which have restricted delivery areas in which delivery time may vary, you can view them here.
*Deliveries to Ireland and parts of Scotland are not available for next day delivery and are dispatched on a 2 working day service. Next day delivery does not include Weekends and Bank Holidays.

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.

Can I contact the delivery/courier company directly?

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

Royal Mail

Parcelforce Worldwide: 0344 800 4466

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

My delivery was attempted, and I wasn’t there. How do I reschedule my delivery?

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.

Parcelforce Worldwide- should leave a ‘calling card’ with a reference number. Parcelforce Worldwide 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. Redelivered to current address
2. Redelivered to a different address (£5.50)
3. Pick up from your local Parcelforce depot (Free)
4. Pick up from your local Post Office (£1.00)

If you missed a weekend delivery, to reschedule Parcelforce Worldwide charge £12.00. Your parcel reference number enables you to contact them directly and change the delivery date either by phone (0344 800 4466), on their website or via the mobile app. If this card has not been received, then please Contact Our Support Team who will be able to help. 

Can I change my delivery address?

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.

Parcelforce Worldwide - Yes, your delivery address can be changed, however there will be a charge of £5.50 per consignment to do this so please make sure you double check the delivery address before placing an order.

United Pallet Network– Yes, however there is an additional charge once the goods have left us and are with Palletways.

My parcel has been returned to you. How do I get this redelivered?

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

Do you deliver at the weekends?

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.

Parcelforce Worldwide - Standard Delivery days are Monday to Friday (excluding Bank Holidays). Weekend deliveries are available at the checkout for £16.99. The delivery time on a Saturday is between 7am and 1pm. On a Sunday, deliveries are between 9am and 5pm. This can also be arranged over the phone or via email.

For other deliveries that are not via Parcelforce Worldwide, please contact our Support Team for a quote.

United Pallet Network – Yes however they charge an additional £55 on top of the normal delivery charge.

I’ve ordered a large item which will probably be delivered on a pallet. How do palletised deliveries work?

This specialist pallet delivery service will pick up your goods from our warehouse and arrange delivery to you within 48 hours of dispatch. As these are very large items, they will strip and retain the pallet, however are not able to take goods inside the property.

We would advise having somebody else on hand when this is delivered to help. We do request the driver contact you 1 hour prior to delivery to confirm somebody is available at the delivery address. If you require delivery on a specific day, please contact us and we will happily arrange this for you.

Do you deliver to my country?

Please see our Delivery Section to find the full list of countries we currently ship too. 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.

Payment Enquiry

What payment methods are available?

Credit and Debit Cards: We accept all major credit and debit cards including: MasterCard, Visa, Visa Debit, Visa Electron and Maestro. Please note we do not accept 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.

Divido Finance: We offer interest free finance when your order totals over £450. You can choose this method online, via email, over the phone or in store. 

I’m having trouble on the payment section and my payment won’t go through, what do I do?

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

Returns Information

The item I have is no longer required. How do I return it to you?

We offer free returns (Mainland UK). 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.

My item has arrived damaged. What do I do?

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.

There is a fault with my item. What do I do?

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

I have received an incorrect item. What do I do?

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.

An item I have ordered is missing. What do I do?

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