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.
How do I return an item?
We offer one of the most generous returns periods in the music industry. To return an item, please contact us for a Returns Number (RN) first. Our Returns Policy is available to view here.
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 Show More Payment Plans to bring up all finance options available on that product.
Can I buy an instrument on finance via your website?
Not yet - however, we can arrange this quickly via email or telephone. Please contact us and we will email you with a link to the application form.
I'm planning a visit to your shop. Do I need to make an appointment?
No, you can turn up at any time. However, if we know you are coming, it does help us to manage stock (for instance, if we are out on a road show we may change what stock we take with us) and staffing, so do feel free to contact us if you have a specific date in mind.
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.
I am inside the European Union. Can I buy at the export price?
Customers inside the EU pay VAT at the UK rate (currently 20%); the export price applies to customers outside of the European Union. If you are outside the UK but inside the EU and have a VAT Number, please email us with your VAT number after placing an order, and we will remove the VAT from your order.
Can I buy on the Personal Export Scheme?
In-store customers from outside the European Union can buy an instrument and get the VAT refunded when they leave the EU. Please bring your passport with you to the shop. There is an admin charge of £10, which will be deducted from your VAT refund. The legalities of this scheme mean we are not able to offer this scheme via mail order.
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.