Deliveries & Returns

OUR SERVICE
It is our aim to deliver all customer orders in as safe, convenient and timely a manner as possible. As UK Mail are one of the most recognised and respected courier companies, we are pleased to utilise their services for the secure delivery of the majority of our products.
We offer fast NEXT WEEKDAY DELIVERY (excluding bank holidays – for both dispatch and delivery) with most instruments when purchased from us either online or in-store. If we receive your order by 10.30am (12.30pm for Roland HP pianos) on a weekday, it will be delivered on the next weekday after that. If we receive your order after these cut-off times it will be dispatched on the following weekday and delivered on the next weekday after that.
You can expect your order to arrive between 9.00am and 8.00pm, but in the unlikely event of a delay, for any reason, we will let you know, either by phone or email. We are unable to give specific arrival times, although you will receive a tracking number in your dispatch confirmation email.
For most orders, somebody will need to be present at the delivery address to sign for the goods. If we are delivering a much larger, heavier instrument, we will contact you beforehand to arrange a convenient time.
At the moment, we only deliver online orders within the UK mainland. If you require delivery outside this area, please contact us and we will investigate the possible options available to you.
OUR CHARGES
In the interest of transparency we don’t incorporate our delivery costs into our prices, either online or in-store. We much prefer to show them separately, as listed here and during the checkout process:

 

ACCESSORIES: £5 (next weekday delivery)
PORTABLE KEYBOARDS: £15 (next weekday delivery)
PORTABLE DIGITAL PIANOS: £25 (next weekday delivery)
FREESTANDING DIGITAL PIANOS: £45 (next weekday delivery)
ACOUSTIC UPRIGHT PIANOS: £90 plus (specially arranged delivery)
ACOUSTIC GRAND PIANOS: £150 plus (specially arranged delivery)
N.B. For combined orders, you will only be charged for the largest item included.

 

All of the electronic keyboards and pianos that we sell arrive securely boxed and flat-packed where applicable. We also offer pre-assembled home delivery, for which we charge on an individual basis, depending on the location and access to your property. Please contact us directly for further details.
Of course for many people it is more convenient and economical for them to collect their orders in person from the Exeter store, where we have easily accessible short-stay parking at the front and rear of the building, plus long-stay municipal car-parks within easy walking distance.
FAILED ATTEMPTS
If there is no-one to accept and sign for the order at the delivery address, a card will be left and a second attempt will be made on the following weekday (excluding bank holidays).
If there is still no-one to receive the delivery on the second attempt, a card will be left and the goods will be returned to us. A new delivery arrangement will then need to be made, with any extra costs associated with it charged in addition to the original order total.
WHAT TO EXPECT
When your order arrives, please check it for any damage before signing. If there is, but you are still happy to accept the delivery, please sign as ‘damaged/unchecked’ and let us know if you have any concerns.
Please note that for larger, heavier ‘flat-packed’ digital pianos the courier is not contracted to carry them up or down steps or stairs for you. Their obligation is to deliver into any ground floor level entrance only. They may assist you at their own discretion, but they are not obliged to.
RETURNS
We want you to be completely happy with your purchase which we hope will give you much enjoyment for many years to come.
In the event that you have a change of heart and would like to return all or part of your order, you may do so, providing the goods have not been opened and remain in a fully resaleable condition. Just contact us first to obtain a returns authorisation and send them back to us at your own expense within 14 days using a reliable, trackable signed for service.
If you receive faulty or damaged goods, please let us know within 30 days, providing any relevant details and photos, where applicable. If we are not able to rectify the problem over the phone or via email, we will offer a replacement, repair or return for a full refund, at our expense.
THE SUPER SUMMER SALE IS NOW ON
THE SUPER SUMMER SALE IS NOW ON