Call Us: 020 8662 8400
Planning on visiting us? Instrument trials by appointment only: book an appointment

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 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. 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 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?

We are open for instrument trials only, by appointment, and are also available for video consultations via FaceTime, Zoom and Skype. You can book an appointment here. We regret that we currently remain closed to walk-in customers, however we 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. There is more information here.

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.

Didn't find the answer you were looking for? Contact us.