Frequently Asked Questions

What form of payments do you accept?

We accept Mastercard and Visa credit or debit cards, using our secure ordering facility SagePay. Sorry we can't accept American Express.

You can also pay by Paypal.

We also accept cheques payable to Music Room Direct and don't forget to include your name, address and telephone number! We will need to make sure cheques are cleared through the bank before sending the goods however, so please allow a few extra days for this.

I'd like to send my order as a gift, can you do gift wrapping?

We know that many of our customers send our items as gifts to friends and family, and music teachers, as a 'thank you', or to celebrate a birthday, anniversary or wedding.  If you can't give it personally, don't worry, we will send your gift directly to the recipient, wrapped in blue and cream tissue paper, together with a note as dictated by you. Your receipt will be either sent or emailed directly to you. What could be easier?

Just write in the customer note section (which appears at the end of the ordering process) the message you would like included and if you would like it gift wrapped and we'll do the rest.


How long will my order take to process?

Full payment is required before any goods are dispatched.  Processing is immediate and your order should be processed on the same day of receipt or as soon as possible on the next working day.  We will confirm your order by e-mail.

If your item is being made especially for you (bespoke) we will confirm your order, and will advise you how long it will take to make and then when it is ready.

All payments will be processed in UK Sterling (Pounds).

How long is delivery?

We offer three UK delivery options - Royal Mail standard parcel, which takes 3-5 working days from the day of despatch; Royal Mail 1st class express, which can be next day or the following day from the day of despatch; and guaranteed courier, using My Hermes, which takes 4-5 days. 

For international post - within Europe normally takes around 5 days, and the rest of the world 7-10 days.  The USA can sometimes take a little longer due to customs delay.

Do you deliver outside of the UK?

We welcome overseas orders, and when you order, the drop down postage menu includes the option of selecting a delivery cost for your area (within Europe) or outside Europe (rest of the World) which will cover the cost of sending your item to you.  Please contact us if you have any difficulty ordering to an address outside the UK.

I don't want to order online - can I order by post or telephone?

Yes, you can give us a ring and we can take your order over the phone. Our number is 0844 8040 480. We have a dedicated answerphone to take calls when we are not there, so please do leave a message, including a contact number, so that we can call you back. Orders and payment can be taken by telephone.  If you prefer, you can also send us an e-mail at orders@musicroomdirect.com  to say that you would like to place an order and we will call you back as soon as possible. You can also write to us detailing your order and enclosing a cheque, sending it to:

Music Room Direct
Blythe Farm
51 Mill Street
Gamlingay
Cambridgeshire SG19 3JW

 

 

 

Do you always have everything in stock?

We don't keep large stocks as everything is made by hand.  But we try to keep most things in stock at all times.  Sometimes we have a delay in making more of an item, or if we have had a rush on one particular item and run out unexpectedly we may have a gap in stock.  But we will always advise you of any delay.

I'd like to send my order as a gift, can you do gift wrapping?

We know that many of our customers send our items as gifts to friends and family, and music teachers, as a 'thank you', or to celebrate a birthday, anniversary or wedding.  If you can't give it personally, don't worry, we will send your gift directly to the recipient gift wrapped in black and cream paper, together with a handwritten note as dictated by you. What could be easier?

Just write in the customer note section (which appears at the end of the ordering process) the message you would like included and if you would like it gift wrapped and we'll do the rest.

We can also set up a wedding list on Music Room Direct, if you are getting married and would like to be treated by your wedding guests to something other than a toaster, or a set of steak knives. Just give us a call and we'll organise it all for you.

What happens if my item arrives damaged or is faulty?

On the rare occasion that your items has arrived damaged or is faulty, please let us know immediately and if possible attach a picture of the damage.  Providing we are satisfied that any damage is not deliberate we will replace the item and ask you to return the damaged or faulty one within 14 days.  We will pay return postage.  We can also offer a refund if you prefer.

Can I change my mind about what I have ordered?

If your item is from stock and having received it  you no longer want it, you can return it within 14 days to get a full refund.  If your item has been especially made for you and is bespoke or personalised we can only offer a refund if the item is damaged or faulty. However the best way to resolve any problems is to talk to us, and we promise to be fair and reasonable in our treatment of any issue you might have.