Royal Mail are experiencing huge delays at the moment (Nov 2020) in some areas due to staff shortages. Please be aware that normal 1st class may take longer than usual in some areas. We have been informed that Royal Mail do have staff shortages due to sickness and any postal delays are also not helped by the increased volume of post and packages being sent currently. If you need an order urgently, it may be better to select tracked or next day delivery.
As I’m sure you are aware, the government has announced new national restrictions. Although our shops will be closed to the visitors, the music will not stop! From 5th November, we will remain open for business! Orders can be placed over the phone, on our website & by email and will be fulfilled by Royal Mail, DPD or in-person collection.
We will be open on Wednesday November 4th – both shops will be closed from the 5th of November.
Our shops can be reached over the phone during reduced business hours as follows:
Monday – Saturday 9AM – 5.30PM
Monday – Friday 10.30AM – 4.30PM
Hours are subject to change.
Placing an Order
We will still be fulfilling orders for collection, however, we cannot accept any payments in-store at this time. You will need to either place your order on our website as a Click & Collect or ring ahead and pay over the phone.
We recommend ensuring that your item is in stock for collection.
We will continue to post out orders at the end of every business day, either by Royal Mail First or Second class.
By phone: Both Barbican and Kensington will be available on the telephone – you can reach Kensington at 020 7589 9054 & Barbican at 020 7588 9242 during business hours. Orders will be posted out from our branches on the same working day as when you place your order if everything is in stock.
By email: Orders can be placed by email anytime but financial transactions should be completed over the telephone.
Web Orders: We will, of course, still be processing all web orders as quickly as possible.
We will process all orders as quickly as we can! However, we will be working with a smaller number of staff and in combination with the possibility of postal delays, please bear with us if your order takes a little longer than usual. We understand that making music is an important part of self-care and we want to support all our customers through this difficult time.
What if the item I want isn’t currently in stock?
Most of our suppliers are still open, meaning the majority of our stock is available to order. Our ordering schedule is slightly reduced so there more be a little more of a delay than normal. Please be aware that if you order a very unusual item from a small supplier that there is a possibility of major delay or unavailability.
Can I still get my discount?
Of course! Our usual 10% professional/student/teacher discount is still available through our website. You can register here – all discounts have to be manually approved and while we are working as fast as we can, please be patient!
If you need your music faster…
You can choose the option on the website or when ordering from the shops to have your order sent to you by DPD for next day delivery (as long as we have the items in stock). Please remember that these are extraordinary circumstances and we are limited by many factors including Royal Mail’s service and delivery from our suppliers. Don’t forget that you can collect in person too!
For the time being, we are still able to offer our rental service!
If you require to begin a new rental contract…
Call up your closest branch for full details of our rental service! We will still issue new contracts. You will need to collect your instrument in person with photo identification.
If you need a return or an exchange…
We are still offering this service for all rental customers. Please make sure you call in advance to request an instrument of the correct size in order to avoid unnecessary travel.
If you need a repair…
We will do our best to help! If it’s a small repair, like replacing a string, it can be done in-store. However, we may need to keep the instrument for a day or two, depending on staffing. If the instrument needs to be sent off-site to our repairer, please expect a turnaround of 1-2 weeks.
If you need anything else, please get in touch – we would be happy to help you:
020 7588 9242
020 7589 9054
For web orders or online enquiries: support@
We are looking forward to seeing you soon!