Frequently Asked Questions
Where's my order?
If you have registered for an account, you can track the status of your order in your account. If you did not register for an account, please check your order confirmation email for a link where you can follow the order status.
If you have not received your order, please contact us within 90 days of date of dispatch. We will investigate and supply a replacement or refund at our discretion. We regret that after 90 days have passed, we are unable to investigate or replace/refund lost deliveries.
I received the wrong item
If you have received the wrong item, please request a Returns Number using Self-Service Returns and we will arrange for a replacement to be sent to you. If the item was a picking error (ie our mistake) we will supply you with a pre-paid returns label.
How do I return an item?
We offer one of the most generous returns periods in the music industry. To return an item, please request a Returns Number (RN) using Self-Service Returns first - please do not return an item without one as it will likely delay the processing of your return. Returns will be accepted in line with our Returns Policy.
I haven't received an order confirmation email. Did you get my order?
We're all used to getting emails instantly - however, in some instances emails can take up to 20 minutes to send. If you didn't receive an email confirmation after this time, please check your spam or junk folder, and if the email is not in there, please contact us and we will investigate further for you.
Will you buy or part-exchange my instrument?
We do not buy or part-exchange instruments. However, depending on your instrument we may be able to sell it on your behalf (on a consignment basis). Please view our Sell An Instrument page for more details.
Do you have any other used or second hand instruments?
Our pre-owned listing is live - in other words, everything we have at present is listed on our website. You can get notified of pre-owned instruments as they come in to stock by signing up for our free Pre-Owned Alerts email service.
What finance options do you offer?
The finance options we offer vary by product. If finance is available on a product, it will be shown on the product detail page - you can click the Finance tab to bring up all finance options available on that product.
I'm planning a visit to your shop. Do I need to make an appointment?
For instrument trials, please book an appointment. Please note that we are not able to accommodate appointments for saxophone or clarinet mouthpieces: we recommend purchasing a few online and returning the ones you do not require in line with our Returns Policy. We are open for walk-in customers for sheet music and accessories, and we also offer a Click & Collect service, allowing you to place your order online and collect from our showroom.
Can I buy an instrument via the Schools VAT Assisted Purchase Scheme?
Yes. Your school needs to place an order with us on your behalf. You pay your school the amount excluding VAT, the school pays us the amount including VAT. We will then arrange delivery to your school. Read more: Assisted Instrument Purchase Scheme.
I am inside the European Union. Can I buy at the export price?
After Brexit on January 1st 2021, customers inside the European Union will pay the export price. Please note that your country may charge VAT and duties upon import.
Can I buy on the Retail Export Scheme?
From 1st January 2021, the UK government has withdrawn the Retail Export Scheme so we are no longer able to offer VAT refunds to tourists visiting the UK.
What's the shop's email address?
To reduce the amount of spam we receive, we do not publicise our email address. Please contact us using our contact page.