What happens if my purchase is damaged in transit?
We only use the best couriers and piano carriers in the business, so transit damage is exceptionally rare, but not entirely unheard of - just like everyone else, couriers have their off days. The short answer is “We’ll deal with it for you”.
If your purchase arrives damaged in any way, contact us by email as soon as possible so we have a record of your problem, and the date you have reported it. Photos are also a great help, because they help us raise the issue with our couriers and bring the issue to a speedier resolution
What happens if the item I purchase is out of stock?
While we do our best to keep our online stock as up to date as possible, we do make mistakes, and occasionally sell something we don’t have in stock. If this happens, we will call you within 2 working days to let you know.
Generally, we will recommend waiting for the product to arrive - usually an out of stock product only takes a few extra days to reach you.
If you can't wait that long, we are happy to offer you an exchange or refund for your purchase.
How long do I have to wait for my purchase to arrive?
It depends on what your purchase is and where you live. Most items will ship within 24 hours of purchase, and be delivered within seven days. Some purchases, like professional violins and guitars may take a little longer, because we like to do an obsessively thorough check on the instrument and setup before shipping it out.
Pianos may also take longer, depending on workload. All pianos must undergo a week of tuning and regulation before they are ready to be played. Additionally, because pianos are extremely heavy, and delicate, they require special expertise and equipment to move without damaging, or putting them out of tune. As such, you will need to be home when the piano is delivered so you can direct the carriers where to put it. We will call you within 24 hours of purchase to arrange a time.
Some digital pianos like Yamaha Clavinova require setup, which we have included in the shipping price for all relevant instruments. You will also need to be home for the delivery of these instruments, and we will call you within 24 hours to arrange a delivery and setup time. We generally recommend you set aside an hour for this, so our professional delivery and setup person can answer any questions you have about the instrument.
I can’t find the product I’m looking for!
Not a question so much as a statement, but probably best you contact us - we're more than happy to give you the information you need over the phone.
How do I make a warranty claim?
The process varies from manufacturer to manufacturer, and product to product, but generally we would say it’s best you let us look after it. We’ve had a relationship with some of our suppliers for over 50 years, and an understanding of their warranty process that comes from that experience. If you have any problems with your instrument, contact us and we’ll do whatever we can to make sure you’re looked after.
Make sure you include proof of purchase, or we will not be able to submit your claim.
Do you offer financing/payment plans?
For individuals, generally no, although we do offer long term rentals and Lay-by. If you represent a school or university, you may be eligible for a 30 day account with us. Contact us if you’d like to learn more.
Do you offer Lay-by?
Yes - standard terms are 30 days, with a minimum of 20% down to secure whatever you want us to put aside for you.
Can you restring/repair my instrument?
Absolutely! You'll have to bring it in though. Usual turnaround is 48 hours, but that can vary depending on workload, and the complexity of the repair that needs doing. We can usually give a rough quote over the phone, but we have to inspect the instrument to give completely accurate estimates on time and costs for any repair.
Learn more about Orchestral String servicing and repairs here
More Information on Guitar & Bass Servicing here
What if I need my repair done faster?
Our workshop operates on a "first in first complete" principle. Occasionally, we will be able to complete a repair faster, but given our usual workload, this is rare. We recommend you Contact us if you want to know what our current workload is.
Do you offer brass and woodwind repairs?
Unfortunately not. We recommend Marco from All Brass & Woodwind Repairs for all of you Brass and woodwind repair needs. He can also fulfil your Yamaha Warranty claims, provided you still have your receipt.
Do you offer Piano Tuning and Repairs?
Greg Chamberlain is happy to help you with both routine maintenance, and more series repairs. Greg is one of the best piano technicians in the business, and if you bought your piano from us, there's a 50/50 chance he performed the initial preparation on your piano.
Contact Greg to book a tuning or repair here
Do you offer lessons?
We would rather support our local teachers than go into competition with them, so while we do not provide lessons we are more than happy to make a recommendation for you.