Where are you based?
Our Head office address is:
DJM Music Ltd
Unit 9 Dana Estate
However please note that as we are a mail order company, we do not have a store that customers can visit.
If you live locally and would like to come to collect an item you can do so but please contact us first to arrange a suitable time to come and make a collection. You can contact us on 0845 458 4583.
Are the instruments checked and set up prior to despatch?
Each instrument is checked before despatch and a basic set up is performed. Some instruments may require some 'tweeks' upon delivery for personal set-up requirements. The instruments should be tuned prior to despatch however they will require fine tuning upon delivery as they will lose the tuning while in transit. Violins and cellos etc will in most cases have the bridge stood however on some models they will be shipped with the bridge down and will need to be stood up upon receipt. This is a simple procedure which will be happy to help you with other the phone if required.
If you have any problems with an instrument you have bought from us, please contact us immediately on 0845 458 4583 and we will be happy to assist with any repair queries or warranty issues. The
majority of staff members are proficient musicians and we always endeavour to maintain a high standard of customer service.
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 it will usually get a good response, or try it on eBay where there is a huge demand for them.
How does your price match guarantee work?
We are confident that we will not be beaten on price, however if you do find an item cheaper on an alternative website we guarantee that we will 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 ie: Carriage costs.
To arrange a price match please call our sales team on 0845 458 4583.
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How do I check the status of my order?
To check the status of an order, click on the Order Status link. If you know your order number and the type of transaction (orders, quotations or return orders), enter it and click
on the Submit button. To view multiple orders, enter the purchase order number if
provided by you or select the display type from the drop-down list and specify the desired period. All the orders you have placed with us (both through the web and through other means) are listed.
Click on the order number whose status you want to check. The order details are displayed
along with the tracking numbers for the shipments made.
How do I cancel an order?
To cancel an order, you must contact our customer service executive either by mail or through telephone and they will give you further information.
What should I do if I forget my password?
If you are a registered user and have forgotten your password, go to the Login page and simply type in your Login Name or your default E-mail address under "I am a registered
user but forgot my password" and click on submit. We will send your password to your default E-mail address.
Do you accept PayPal?
You can purchase online using PayPal. PayPal is a safer, simpler way to send and receive money online. You can pay with money held in your PayPal account or use a debit/credit card via the
Once you sign up for a PayPal account you just need to select PayPal as your payment method when you reach the check out stage of the order process. You will then 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.
Can I send a cheque?
If you would like to make your payment by cheque please place your order online, proceed to the checkout and select the option "payment by cheque". You must then 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.
I am a business/school, can I set up an account?
When placing your order 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 a business/school address as we will unable to send 'on account' orders to a personal address.
Proceed to the checkout and select the option "payment on account" when prompted.
Once the order is despatched we will post a separate invoice to your billing address as well as via Email. Accounts can settled by credit/debit card, cheque or a BACS transfer. Please contact us
for our bank details if required.
For business order payment must be made within 14 days of the invoice date.
For schools or educational authorities payment must be made within 30 days of the invoice date.
How much does delivery cost?
Delivery charges vary based on items order and your location within the UK.
Please add the items you require to your shopping cart then click the "delivery charge calculator" button. Any unwanted items can be deleted before proceeding to Checkout. This method can even
be used if you are just browsing and do not wish to enter any personal details at this stage.
Do you offer a next day delivery service?
If the item is in stock and is ordered before 2pm (Monday - Thursday Only) we will usually despatch the order the same day for delivery the following day. Please note however that this is not guaranteed service. Delays once the order is with the courier company are rare but possible. Also during some busy periods it may not
always be possible to despatch orders the same day in which case deliveries are usually made within 2 - 3 working days. Please contact our sales team on 0845 4584583 if a fast delivery is required. We will not debit payment from your card until the order is ready for despatch. PayPal payments
may however be pre-debited. If the order is sent via a courier service we will endeavour to deliver your products within one business day from the despatch date. Small orders that can be sent via
Royal Mail will take approximately 3-4 days.
What time will my parcel arrive?
Although we give an expected date of delivery, We are unable to specify the time of delivery. The courier will deliver any time during normal working hours. If no one is available
to accept delivery then the courier will often try a neighbour. If no neighbours are willing
to accept the parcel on your behalf then the parcel will be returned to the depot and the courier will leave a calling card with details of how to arrange a re-delivery or a collection. If your parcel is over
a day late and you are having any problems with a delivery, please contact us on 0845
458 4582 and we can investigate the problem for you.
What should I do if my parcel doesn’t arrive?
Although we will endeavour to send all orders out on the service provided (next day, 48 hour, Saturday delivery etc) we regret to inform that unfortunately our courier service
guarantee any delivery timescales. If there are delivery delays due to reasons beyond our control (courier delays, weather conditions etc) we may not be able to refund the carriage charges in all
instances. If your order does not arrive in the allotted time scales please call our customer services team on 0845 4584582 who will investigate the delivery for you. If the delivery is late we will
arrange for the item to be forwarded on as quickly as possible. If the order has become lost in transit then we will discuss with you the possibility of sending a replacement order or issuing a refund
depending on the circumstances.
I have received my order but it is faulty. How can I return it for a replacement?
If you receive an item that is faulty in anyway or isn't as described please cease use of the item and contact us as soon as possible. We will discuss the problem and hopefully
be able to rectify it by phone, if the problem will require inspection then we will arrange for a
courier to collect it from you, free of charge and bring it back to our warehouse. If the item is then inspected and deemed to be faulty/not as described then we will issue an immediate
refund/replacement. If no fault is found then the item may be returned to you or we may still accept the
goods back, but you would be liable for the collection costs (£4.95).
I have received my order but I have changed my mind and no longer want the item. Can I return it?
As per the 'Distance Selling Regulations', you can return an item for a full refund providing that you contact us with in 7 days of receiving the item and that you have taken a duty of care of the item while it has been in your
possession. If you do not contact us within 7 days but contact us within 14 days then you cannot return the item for a refund but you can return it for store credit or a replacement item. Once we have been contacted and a return has been arranged, you must then return the item(s) to us within 28 days to the address stated on our 'contact us' page.
We ask that customers return the goods in their original packaging where possible, or in suitable, secure packaging where not possible. While the goods are being returned they are the
responsibility of the customer and so you may be liable for any damage that occurs in transit back to us due to insufficient packaging. Once the goods are received back in our warehouse the goods
will be inspected. If they are in a suitable condition a full refund will be issued. If there are any discrepancies then we will contact you to discuss the matter.
I work for a school/college and want to place an order. Is it possible for you to invoice the college for the purchase?
There are two ways which you can place an order for your school or college. You can sign up for an account online using the school details and place an order like normal. At
the payment screen simply change the drop down menu from payment by card to "On
Account". Alternatively you can post or fax (01622 872783) us an official purchase order (on headed paper). 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 (please include an Email address when placing your order) and payment will be due within 30 days of the invoice date.
Do you have a catalogue that you could send us?
All of our products are displayed on our website. We have a huge range, which we are constantly updating so we don't produce a printed brochure. You can print out details and
illustrations of individual products by clicking on the more info button, and you'll see where to click to print out that page.
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.