We are on-hand to offer you advice and answer any questions you have about any of our products and services. If you are undecided on an instrument it may be worth considering our approval service.
If you are unhappy with your order, please don't hesitate to contact us. We will endeavour to sort out any problems in a timely manner where we can. In many cases problems will be covered under our guarantee and we will be happy to rectify these.
Our Cancellation Policy
We understand that it is sometimes necessary to cancel your order. You can cancel your order made online, by phone or by email at any time from the time the order is placed to 14 days after the delivery of your order. If the online order has not been despatched it may be possible to cancel your order yourself through your online account. If your order has already been despatched, please see our returns policy below.
Please contact us as soon as possible to keep the cancellation process simple. If contacted early enough, your payment for the order will not have been processed. If it has, a full refund will be returned to you by your method of payment within 14 days. The only exception to this is for specific customer orders where a non-refundable deposit has been taken. This will have been made clear at the time of ordering.
Our Returns Policy
Purchases made online, by phone or by email
We appreciate the difficulties involved in choosing an instrument online, so we offer a hassle-free returns policy. You may decide to return your order in full or in part subject to contacting us within 14 days of the delivery date. The items for refund must be returned to us within 28 days of their delivery date. Following receipt, a full refund or exchange (less any shipping and/or reimportation charges) will be given within 14 days subject to the following conditions being fulfilled:
- your order is in new condition or in the same condition as when we sent it
- it is in its original case and/or packaging
- the items can be returned (see excluded items below)
Please note that the cost of returning any part of your order lies with you, and it is your responsibility to return the item to us in the same condition in which it was sent.
The Early Music Shop is only responsible for the cost of the return when the item is faulty, the order is incorrect or has not been delivered within the promised delivery time and is no longer needed.
Purchases made in-store
We have specialists in-store who are on hand to help you choose an instrument or anything else you’d like. If you have any concerns about an instrument, or any part of your purchase, please relay your concerns to a member of staff at the time. We will exchange or refund a faulty item within 14 days of purchase subject to the following conditions:
- the fault was not known about prior to purchase
- the fault has not occurred through deliberate or accidental damage after purchase
If you are unhappy with your purchase for any other reason, we may exchange your order within 14 days for an alternative item or a gift card with the exception of the excluded list (see below). Please note that this is at our discretion and any resolution will be looked at on an individual basis.
Excluded Items
The following items cannot be exchanged or returned with the exception of faulty or incorrect orders. This is due to copyright, risk of damage and/or hygiene reasons:
- Strings
- Reeds
- Gift Cards
Our EMS Guarantee
All instruments and instrument kits are covered by our comprehensive 1-year (minimum) guarantee over and above any guarantee provided by the maker.