Frequently Asked Questions

1. When will my order arrive?

If the item is in stock we will always endeavour to post the item out within 24 hours.

Depending on postage selected this will mean your package either:

    • Goes out by courier- next day delivery (Monday to Friday)
    • First Class – Royal Mail will try and have your parcel with you on the next working day, including Saturdays, although we find it can often take a little longer.

Click here for more information on our postage prices: delivery information

If the items are out of stock we still aim to have your order ready within 3-4 working days. If we think it will take any longer we will contact you directly to let you know an estimated date of arrival and why the order will be delayed. Many items that we sell come from abroad so can take anything from 3-4 working days to a month if it is something particularly unusual.

2. I want to collect my music in store, when will it be ready?

We aim to have your music ready for collection as soon as possible after ordering but please note we will always e-mail to confirm when your order is ready for collection. As long as the items are in stock at the relevant shop you should be able to collect within a matter of hours. If we have to order the items in from another shop, or from a supplier, it will take several days. If your order will take more than 2-3 working days to be ready we will contact you directly.

3. I want to order something but I can’t find it on your website, can I still order it?

Yes! We’ve tried to put as much stock as possible onto the website so that our customers are able to order everything they want online, and the refine by buttons located on the left hand side of search results are great for narrowing down your search. There are also shortcuts to the various instruments’ exam material located to the bottom right of the homepage, which we hope helps. We’re well aware, however, that there are plenty of items we haven’t ordered in before or haven’t yet listed on the website. If there are any items you can’t find please contact one of our shops directly and we can take your order and payment over the phone.   Contact Information

4. The refine by options aren’t working – they don’t appear properly!

We’re constantly working to improve our website which sometimes leads to elements not appearing as they should if you’ve visited our site before. An easy solution is to clear your cached data and then everything should appear correctly. You should be able to do this in your internet settings – in advanced settings you should see ‘clear browsing data’. If this doesn’t resolve the issue please get in touch at [email protected] and we will endeavour to fix your problem!

5. I’m a student or teacher and want to receive my 10% discount, can I do this online?

Yes you can. Once you have created an account you can apply for a 10% discount from the homepage or by following this link:     Discount Application

Once we have confirmed that you are eligible for discount we will set your account to automatically give you 10% discount on all of your orders.

6. I can’t find your shop!

We frequently get asked how to get to our shops, please find us on the map below:

7. What are your opening hours?

Barbican Mon-Fri 9-5.30, Sat 9-5, Sun 12-5
Kensington Mon-Fri 9-5.30, Sat 9-5.30, Sun 12-5

Please note, if you are coming to complete a rental we ask that you arrive at least 15 minutes before closing time, in order to give us time to complete the relevant paperwork within open hours.

8. I want to buy my child an instrument but I don’t know what size, can you help?

Many instruments come in different sizes depending on the height of your child; all of our staff are happy to find a suitable size for your child in store. If you are unable to bring your child in we highly recommend seeking advice from your teacher before committing to an instrument to ensure you get the right size. Although we do our best it’s very hard to judge with any accuracy which size your child will need without seeing them physically holding the instrument.

Some instruments only come in one size but have an age appropriate to starting, often due to the weight or size of the instrument. Again, we always do our best to advise accurately and find the instrument that is right for your child.

9. Rental Queries

a. Who can rent your instruments?

We rent instruments out for children up to the age of 18, with paperwork that we need signing by the parent or guardian. We used to rent instruments out to adults as well but found that so many were unreturned to us that we decided to stop doing this some time ago. As the contract is a legally binding document we do insist that the parent or guardian sign the documentation rather than a nanny or carer, as the signee is financially responsible for the instrument.

b. What do I need when I come to rent an instrument?

When a parent or guardian comes to rent an instrument they need a proof of address e.g. a passport, driving license, utility bill, showing your current address. If you don’t have any paperwork we do accept an online bill which we’re happy to visually verify on a mobile/computer. If your child can’t come with you we recommend you ask the teacher what size they will need, or if the child can come with you we can advise in person. At the point of rental we take the first three month’s payment in advance, we can take this as cash or card, and it can be a different card to the one you are setting up a direct debit with.

c. How long can I rent for?

The minimum time you can rent an instrument for is 3 months. After that you are on a rolling 3-monthly contract until you choose to return the instrument to us or buy it outright. If you bring an instrument back before the 3 months are over we will not refund you the difference, although if you miss the roll-over date by a few weeks we do refund the next rental payment taken. There is no limit on how long you can continue to rent an instrument for, and you can exchange your instrument to go up the sizes without any extra charge.

d. Can I buy my rental instrument?

Yes! Often renting an instrument gives children the opportunity to see if they want to continue to play it. We offer up to 6 months rental payment off the price of the instrument you’re currently renting, or another one of a different make/size. After 6 months you can continue to rent for as long as you want to, but you will only ever accrue 6 months payment off the final buy price of your instrument. We don’t apply the 10% discount to rental payments or the final payment of the instrument.

e. I get a 10% discount in store – can I get this when I order online?

Yes! Much like applying for student or teacher discount we ask that you first create an account and then email us on [email protected] so we can check you are eligible, and then we will update your account so you automatically receive a discount at the checkout.

10. Can I return an item if I don’t want it?

Any item which has been posted out to you without being seen at the point of purchase can be returned to us for a full refund. We will refund at the point of return as long as the item is in the same condition it was sold to you. If you bought the item in store we only offer store credit rather than cash – this lasts up to a year and can be used in any of our three stores. Again, any items returned to us must be in the same condition they were sold to you in.

11. I still don’t have an answer to my question

If we haven’t covered your query on this page please don’t hesitate to get in touch. You can email us at [email protected] where we will deal with your query as soon as possible.

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