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FAQs
If your question isn't answered below, please contact us and we will be only too happy to help!
Jonathan Myall Music & Just Flutes
Pricing
Shopping and Checking Out
After Ordering
Jonathan Myall Music & Just Flutes
What's your company called exactly?
Jonathan Myall Music is our official trading name. Just Flutes and justflutes.com are "trading styles".
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Who/What is Jonathan Myall Music?
Quite simply, because of the name 'Just Flutes', everyone began to think that we only sold flutes! Whilst the core of our business is as Europe's largest flute specialist, we wanted to try and put more emphasis on the fact that we sell other instruments and music as well.
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Can I visit your shop and showroom?
Of course! Please see the How to Find Us page for directions and a map. Our 16th century premises in Croydon form the largest specialist flute centre in Europe, and our entire stock of sheet music and instruments is located there. We have expert (and, most importantly, friendly!) staff, practise rooms, on-site workshop of world-class quality, and hundreds of flutes, woodwind and brass instruments and accessories.
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Do you offer instrument repairs, services and overhauls?
Yes. Our on-site repair and service workshop is run by Ian McLauchlan, who has many years' experience in flute repairs and flute headjoint making. Our team of workshop staff are experts on all woodwind and brass instruments.
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Do you offer instrument trial / approval?
In certain circumstances, we can offer approval on instruments, headjoints and mouthpieces. Please contact us for full details on how this works.
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Do you sell sheet music for other instruments?
Yes. In addition to the largest selection of flute music in Europe, we sell music for clarinet and saxophone online. We also stock a very wide selection of piano, keyboard, cello, violin, vocal and popular music which, whilst not online (as yet), you can still order by phone or fax. We can order any item not usually stocked - delivery is typically within 10 days, given you can supply full publisher information.
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I require a piece of music, but it's not listed in your catalogue - can you obtain it?
We are renowned for our ability to track down sheet music! It makes sourcing music MUCH easier if you can supply as much information as possible - as a minimum we need the composer/author, title and preferably publisher. Please contact us and we will do our best to help.
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Do you buy second hand instruments?
No. Please see our Sell Your Instrument page for details on how to sell an instrument through us.
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Do you sell string instruments?
We sell beginner string instruments from the Stentor range, as well as a full range of accessories to compliment them. We do not currently list them on our website - if you would like more details please contact us.
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Do you have a mailing list?
If you wish to be kept updated with all our latest news, please click here and fill in your email address. We do not pass your details on to any other companies, so you will not receive spam from third parties by doing this. You can easily unsubscribe at any time.
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Pricing
Do you take part in the Instrument Assisted Purchase Scheme (IAPS)?
Yes we do. If your child is a student at a local authority school in the UK you may be eligible to buy an instrument at the ex-VAT price. Combined with our discounts off the list price, this can result in you saving a large amount.
Current Rules for Qualifying for IAPS:
- The student must be in full-time education at a Local Education Authority (LEA) school.
- The student must be receiving tuition at the school.
- The instrument must be appropriate to the student's needs - a beginner flautist does not need a gold flute!
- The instrument must be portable.
- The instrument must be charged to the student/parents at or below the school's cost (excluding VAT).
Procedure for Purchasing Through IAPS:
- The pupil chooses an instrument from our range.
- The parent places an order with the school or LEA, stating the instrument, ex-VAT price, delivery price (£8.50 + VAT) and supplier (Jonathan Myall Music).
- The parent pays the total amount (including delivery) ex-VAT to the school or LEA.
- The school or LEA places the order with us for the required instrument, by fax or email.
- We despatch the instrument to the school or LEA, ready for collection by the pupil.
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Do you part-exchange?
As a rule, we do not offer part-exchange, but recommend selling through us. This is because of VAT and tax implications, which, to cut to the chase, results in a better deal for you when selling an instrument.
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I've seen the same instrument at a lower price elsewhere - do you price match?
We try to be as competitive as any other bona-fide music shop. Should you find the same instrument sold to our same high standard at a cheaper price somewhere else, please let us know and we will try our best to match that price!
When comparing prices, please bear in mind the high level of customer service we offer. All our new instruments include the Perfect Performance guarantee: they are thoroughly regulated and set up for optimum performance by professional technicians before leaving our showroom. This is NOT the same as being simply 'checked'! In addition all new instruments come with a FREE 12-month checkover to ensure that your instrument continues to work at its peak. Most e-commerce websites do not offer this fundamental and vital service and, as a result of simply box-shifting, are cheaper. This is usually a false economy, as the vast majority instruments (especially in the student/mid range) require setting-up just to even work. If you think about where the instrument has travelled from (Japan, Taiwan, China, USA) and all the vibrations it has suffered along the way, then you can probably imagine the amount of keywork alterations that our workshop routinely make to these instruments!
In addition, our staff are musicians themselves and, by appreciating the importance of your purchase, are impartial in the advice they can offer. Our stock levels are huge, and we have practise rooms where you can try instruments to your heart's content before committing to a purchase.
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Is VAT (Value Added Tax) or Sales Tax included?
Instrument and accessory prices quoted on this Web site include VAT at 17.5% for any order sent to an address in the UK or EEC. Books, music (without CD or cassette) and the majority of our pre-owned instruments are not subject to VAT/Sales Tax on either UK or overseas orders (in or outside of the EEC).
Orders sent to countries outside of the EEC are not subject to UK VAT. VAT will still be displayed on the checkout and order confirmation emails, but the VAT will be deducted when we process your order. If your order is being shipped/exported to a country outside of the EEC, you will charged the "ex. VAT" price. Music, books and the vast majority of pre-owned instruments are not subject to VAT. If pre-owned instruments are subject to VAT, this is clearly shown.
If you visit us from outside the EEC and purchase an instrument, you will pay the "inc. VAT" price - but the tax can be reclaimed and refunded when you leave the EEC via the Personal Export Scheme. Please contact us if you require more information.
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If I come to your shop, will I pay more than your online price?
No. Unlike many shops which don't allow you to visit their shop and purchase at their best price, you can rest assured that you will buy at our online price when you buy instore.
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How much is postage?
Postage varies depending on the item(s) purchased.
For orders sent within the UK, we operate the following postage rates and apply the highest rate only:
Orders containing reeds are sent free of charge.
Orders containing sheet music or CDs are charged at £2.50 postage.
Orders containing accessories* are charged at £2.95 postage.
Orders containing instrument cases or music stands are charged at £5.95 postage.
Orders containing instruments are charged at £10.95 postage.
*including metronomes, cleaning products, instrument stands, case covers, mouthpieces
Please contact us for a quote for overseas orders.
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I'm a teacher/student - do you offer discounts on sheet music mail order purchases?
Please see this page on pricing.
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Shopping and Checking Out
How can I place an order?
You can either order online or via a more 'traditional' method:
Instrument/Accessory orders 'phone: +44 (0)20 8662 8400 Sheet music orders 'phone: 020 8662 8424
Fax: +44 (0)20 8662 8409
Address: Jonathan Myall Music, 46 South End, CROYDON CR0 1DP UK
Our opening hours are 9:30am - 5:30pm GMT Monday - Friday, and 10:00am - 5:00pm GMT on Saturdays. Any changes to opening hours will be detailed on this page.
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What do the different checkout options mean?
Option 1 (Secure Checkout)
Use this option if you are a first time customer, an existing customer wishing to update your details, or have forgotten your Customer Reference Number. Please fill out all the details requested - you will be prompted for mandatory information. This is a secure page.
Option 2 (Quick Checkout)
If you have ordered from us before and know your Customer Reference Number (see below), use this option. You only need to enter your Customer Reference Number and the minimum of details to confirm your identity. This is because the allocation of your Customer Reference Number means that we will have your credit card details on our secure system., and this saves you having to enter your full details every time you place an order. If, however, you need to update your address or payment details, please check out using Option 1.
Option 3
If you are not comfortable submitting your details online, please use option 3. You can then print your order and 'phone/fax us or send us the form by regular mail with your card details. This option is also recommended if you would prefer to pay by cheque.
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What is a "Customer Reference Number"?
When you receive your first order from us, you will see a Customer Reference Number on the receipt. This is unique to you. Please keep a record of this number near your computer, so that when you next place an order you can checkout more quickly. Also, if you need to contact us at any time, please quote this number.
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Is this website secure?
We use the latest technology to ensure that any confidential information that you send us via this site is secure and encrypted (indicated by a padlock or key at the bottom of your browser). If you require more information on this, please visit our security page. You should only submit card details to us when the page is encrypted - we strongly recommend that you do not send us your card details by regular email or via forms which are not secure (such as our 'contact us' form).
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How can I pay?
We accept Visa, Mastercard, Visa Delta, American Express, Maestro and Solo cards. We are unable to accept Visa Electron cards on mail-order transactions. We are unable to accept payments in any currency other than UK Pounds Sterling. For overseas customers, credit and debit cards are the easiest and fastest way to arrange payment, eliminating expensive bank charges. The exchange rate is handled by your card company, and is generally better than the rate if you pay by bank transfer or Sterling cheque. Payment for expensive items such as instruments may also be made by wire transfer to our bank account - please contact us for details..
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Can I pay by cheque?
For customers who prefer to send a cheque, we are able to accept payment by cheques drawn in Sterling on a UK Bank address ONLY. Please note that we must be in receipt of your cheque before despatching your order. We recommend that you check out using Option 3, print the order form and send it to us with your cheque.
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Can I have an order delivered to a different address?
Yes, but you will need to contact us immediately before or after placing your order to arrange this.
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I've been given gift vouchers for justflutes.com - how can I redeem them?
For payment including gift vouchers, you will need to check out using Option 3, print the order form and send it to us with your vouchers. If there is extra to pay, please include your card details (card number, expiry date, start date, CV2 code, issue no. if applicable) to cover the balance. Please note that change will be given in whole pounds only, in the form of gift vouchers.
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After Ordering
Will I receive an order confirmation?
You will receive an email from us shortly after placing an order. This will be a copy of your order and contains your order confirmation and order number. If you don't receive this email, it is likely there is a problem somewhere (such as your email address being entered incorrectly) and you should contact us.
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Is my order processed by a computer?
No! Computers are used to assist us in the processing of your order, but the process needs to be smoothed by human beings. All orders are picked, processed and despatched by human beings.
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Can I cancel an order after I have submitted it?
Yes. To cancel an order, forward your order confirmation email that you receive to the email address it came from, with a subject line of ORDER CANCELLATION. You need to do this within ONE HOUR and your order won't be processed.
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Why haven't you supplied everything I ordered?
If any items are out of stock when we send your order, they will be automatically back-ordered for you, and sent as soon as they become available. We order from our suppliers on a very regular basis, but the time for a back-order to come in can vary due to issues such as re-printing, suppliers being out of stock, foreign editions etc. We do our utmost to supply back-orders in a timely manner, however please understand that some delays are usually outside of our control. Customers within the UK will not be charged postage on back-orders.
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How can I return a faulty or damaged item?
If an item is faulty or arrives damaged in the post, please keep all packaging and contact us immediately. We will arrange for the item to be replaced or repaired.
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I received the wrong item
If you have received the wrong item, please let us know immediately and we will arrange a replacement. If the item was a picking error (ie our mistake) then you will not be liable for postage. However please be aware that if we correctly supplied an item that was mistakenly ordered, then you will be liable for the extra postage.
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If I have emailed you a query, when can I expect to receive a reply?
We aim to respond to most emails within 24-72 hours, although during busy periods it can take a little longer. It's also important to ensure that you address your email to the correct department. Please use our contact us page, wherever possible, as this helps to ensure your message is routed correctly.
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Also see
About Us
Information for Overseas Customers
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