Frequently Asked Questions
1. General Enquiries
Who should I contact if I have a query on a product?
Our sales team are here to help you with your queries on products. You can get in touch with us on Live Support, through our ‘contact us’ page or by giving us a call on 0845 458 4583. We should be able to answer the vast majority of your questions.
Do you have a shop?
We are based solely online and all of our products are on the website. We do not have a shop front.
Are the instruments checked and set up prior to dispatch?
Each instrument is checked before dispatch and a basic set up is performed. Some instruments may require some 'tweaks' upon delivery for personal set-up requirements. The instruments would be tuned to a degree prior to dispatch however they won’t have been fine tuned.
Violins, Violas and Cellos will in most cases have the bridge stood up, however on some models they will be shipped with the bridge down in order to prevent any damage to the instrument in transit and will need to be stood upon receipt. This is simple enough to do and there are videos online which can show you how to do this, alternatively our Customer Service team would be happy to help you with this over the phone if required.
How will I know if a product is suitable for an adult or a child?
Some instruments that children start out on have a smaller size more suited for them such as 1/4, 1/2 and 3/4 sizes and these are usually stringed instruments such as guitars, violins and violas. Other instruments like woodwind and brass have a standard size which is used for adults and children alike. Ukuleles and Recorders are generally used in a soprano key for beginners. Drum Kits are done in Junior and Full sizes with a 3 and 5 piece set available for Juniors roughly between the ages of 3 and 10 years old. Below is a link to our size guides which are a suggestion for what would usually suit a player of a certain age and height so you would need to choose the size at your own discretion:
Guitar Size Guide
Violin Size Guide
Cello Size Guide
Do you buy and sell second hand instruments?
We occasionally have limited stock of ex-hire instruments and ex-demo equipment for sale however unfortunately we don't buy in second hand instruments. If you place an advertisement in your local paper or Gumtree and it will usually get a good response, or try it on eBay where there is a huge demand for them.
Do you hire musical instruments/equipment?
Certain products on our website are hire items and say as such in the title of the item. Hire fees are payable at the checkour and consist of a hire fee, a delivery and a collection charge. For more information please call us on 0845 458 4583 or contact us by setting up an online enquiry.
How does your price match work?
We always try to remain competitive with our prices and you will often find that we are not beaten on price. However, if you do find an item cheaper on an alternative website we will do our best to match the price on a like for like basis. The following terms apply to this offer:
- The competitor item must be the same as the item on our website.
- The item must be in stock (with both us and our competitor).
- The total price to match will include any additional charges i.e.: Carriage costs.
To arrange a price match you can click on the ‘Price Match’ link under the Add to Cart button.
Do you offer free samples?
For schools and businesses we can appreciate that you may need to check the suitability of the item before purchasing. We have a great range of musical instruments and accessories at DJM and we are confident in their quality. If you would like to see if this is something we may be able to offer you then please do get in touch with us on 0845 458 4583 or contact us through our online enquiry page.
2. Order Information
How do I check the status of my order?
Please log in to your account and click on your name at the top of the page. This will take you to your profile where you can check the status of any orders past and present. You will receive a dispatch email for any orders that are ‘Not Yet Shipped’ once they have been sent.
How do I cancel my order
If you wish to cancel your order then please let us know as soon as possible on 0845 458 4583 or contact us here. Once your order has been dispatched we may not be able to cancel this.
Amending your order
If you would like to amend your order then please call our Sales Team on 0845 458 4583. Please note that if the order is being picked and prepared for dispatch then we may not be able to do this.
3. Payment Methods
How can I pay for my order?
We accept all major UK credit and debit cards including: MasterCard, Visa, Switch, Solo, Visa Debit (Delta), Visa Electron and Maestro (please note that we are unable to accept Amex).
You can now checkout instantly with PayPal! You can pay with money held in your PayPal account or use a debit/credit card via the PayPal system. PayPal is a safer, simpler way to send and receive money online. When you have chosen the items you want to order simply add them to your basket and choose to checkout with PayPal. You can either sign up for a PayPal account or checkout as a guest using your card. Using your PayuPal account you will be asked to log in to your account with your Email address and password to confirm the payment. PayPal never shares your financial information with sellers or retailers.
If you would like to make your payment by cheque please call our Sales team for further details. We would ask you to send a cheque made payable to 'DJM Music Ltd' to our contact address above. Once the cheque is received we must allow 10 working days for the cheque to clear before sending your order.
How do I use my One4all Gift Card?
You can use your One4all gift card on our website by using it as a Visa Electron either through PayPal or Sagepay at the checkout stage (please note this is not used as one of our gift card or coupon codes on our website).
To check how to use your One4all gift card, please visit the One4all website which runs you through the process: http://www.one4allgiftcard.co.uk/retailer/spend-online.html
To check your balance on your One4all card please click here: https://www.one4allgiftcard.co.uk/one4all-checkbalance
When do you take payment?
We will not take payment for an item until it has been dispatched. We will take an Authorisation though. This will show as a reservation of funds and allocates the money to your order. This will not be released until the dispatch of your order. If we cannot fulfil your order then we will request that the bank cancels the payment authorisation immediately.
We are a business/school, can we pay on invoice?
We do have the option for your business/school to set up an account with us and pay on invoice. You can sign up for an account online using the business/school details and place an order like normal. When placing your order online please ensure that you enter the billing address as your business/school accounts department to ensure that invoices are received quickly. You can then enter a separate shipping address if required, though this will also need to be a business/school address as we will be unable to send 'on account' orders to a personal address. At the payment screen simply change the payment method to "Credit Account Request" and continue with the order.
We would need a copy of your Purchase Order to process this which you can send to us by post, fax (01892 837770) or by email (email@example.com). Please see below for the Purchase Order Requirements.
Once we have received your order we will run a couple of security checks and process your order as soon as possible. Once the order is despatched we will email an invoice to the school/business (please include an email address when placing your order) and payment will be due within 30 days of the invoice date. Invoices can be settled by credit/debit card, cheque or by BACS transfer.
Please make BACS payments to: DJM Music Ltd. Bank of Scotland. Sort code: 12-24-82 A/C No. 06052551. Please use your invoice number as the payment reference.
Purchase Order Requirements:
The following information is typically included in Purchase Orders and would be required by us in order to process an account to pay on invoice:
- Business/School name
- Business/School mailing address
- Business/School phone, fax and email addresses
- Purchase Order Number (PO Number)
- Date Ordered
- Ship to address (please note this would have to be a business/school address and not a personal address)
- Signature for the Purchase Order
The order should include:
- Shipping charges
Do you operate the 'Assisted Instrument Purchase Scheme'?
Yes, we do. Here's how it works... Choose your instrument and complete a Purchase Scheme form that will be provided by your child's school. They will need details of the instrument, the price and our name and address. They will also ask you for full payment of the VAT free amount. We will then receive an official order from the school and will deliver your chosen instrument to the school premises for collection by you or your child. For full information it is best to contact your child's school.
4. Dispatch and Delivery
Do you offer a next day delivery service?
If the item is in stock and ordered before 2pm (Monday to Thursday only) we will usually dispatch the order the same day. During some busy periods it may not always be possible to dispatch orders the same day in which case deliveries are usually made within 2-3 days. Please call our Sales Team on 0845 458 4583 should you require a fast delivery.
How do I track my order?
Royal Mail – Small and low value items are sent via Royal Mail 1st or 2nd Class post. This is not a tracked service; however deliveries are usually made within 2-5 working days. If your order does not arrive after 7 working days then please contact our Customer Service team via Email, Phone or the LiveChat option on our website.
DPD – Larger and higher value items are sent via DPD on a next day service. Once your order has been dispatched you will receive an Email and text message along with a consignment number so that you can track your delivery at www.dpd.co.uk. On the day of delivery you will also be provided with a 1 hour delivery time slot. Please ensure an email and mobile number are entered during the order process to allow you to receive the notification.
Can I contact DPD directly?
To contact DPD directly please call the following number 08445 560560.
Can I change my delivery address?
Royal Mail – Unfortunately we are unable to change the address on Royal Mail orders once they have been dispatched.
DPD – Please call our Customer Service team to change the delivery address for your order. Please note that a 24 hour delay in delivery will occur if your order has already left our warehouse.
What should I do if my parcel does not arrive?
Royal Mail – Please allow a minimum of 7 working days for delivery of items sent via this method. Please contact our Customer Service team if after the 7th day you have not received your order.
DPD - Please track your order via the consignment number you would have been provided at the time of the order being dispatched. Please call our Customer Service team should you need to query the delivery or the whereabouts of the parcel.
What do I do if I receive a damaged item?
While our warehouse team take the upmost care in safely packaging your goods, from time to time items do get damaged in transit. Please check all goods fully on receipt of them and contact our Customer Service team immediately if you find any damages on 0845 458 4583 or contact us by setting up an online enquiry.
How do I deal with a fault on my item which I believe will come under its warranty?
Please contact our Customer Service team as soon as you can if you feel you have an item with a manufacturing defect. We will do our best to solve the issue there and then. However, if a collection is required we will then provide you further information.
What do I do with an unwanted item?
Please contact our Customer Service team if you no longer require the item you have received. We will then be able to forward you the returns information provided it meets the Terms and Conditions agreed upon when placing your order. For further information on the 7 and 14 day return policies and what items are excluded from these you can visit our terms and conditions here.