1 Here are some answers to our most frequently asked questions:
1.1 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.
PayPal: You can pay via PayPal when ordering online.
1.2 I’m having trouble on the payment section and my payment won’t go through, what do I do?
Please contact Us on 0208 342 0807 or email on [email protected] and we will endeavour to help you with your payment problem.
1.3 Do all of your products come with a warranty?
All items 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 Us and we will clarify. Please note, engraving an instrument will void all warranties.
1.4 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.
1.5 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.
1.6 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.
1.7 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 the 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.
1.8 The item I have is no longer required. How do I return it to you?
Please email us on [email protected] with details of your return and we will help move things forward. Once the Goods are back with Us, a refund minus the postage charge (if applicable) 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 Us. We aim to refund within 24 hours after your item has been checked and processed.
