Frequently Asked Questions
How do I know if an item is out of stock?
We show a current, up to date stock level on all listings, for all products. If there is no stock level displayed then please contact us for more information.
What is your guarantee and returns policy?
You can see more information about our guarantee and returns policy on the INFORMATION page.
How do I change the delivery address for my order?
You are only able to change the delivery address once an order has been placed, AND if the details you provide pass our security checks. We use a sophisticated fraud prevention system to check that the details you provide are correct. If your details pass our checks, you will be given the option to change your delivery address at the end of the checkout process. You can also log back into your account later to change the address if you have passed our checks. Please note that setting your account up using your payment card address is much more likely to allow the option of changing your delivery address.
Can I change my delivery address if I use PayPal to pay for my order?
I am afraid that we can only send your order to the address on your PayPal transaction. please make sure you have set this to the correct address before placing your order.
What rate of VAT will I pay?
You will pay the total price that was stated online, and no more. The VAT rate is 20%.
I'm looking for a specific product but I can't find it on your website.
Please send us an email with your request, or call us on 0843 155 0800
Your price is more expensive than another retailer!
You must be mistaken. But if you are really sure, then please do give us a call and if the price is genuine then we will do our very best to match, or even better the price!
Where can I learn more about musical instruments and equipment?
We have all the information you could need on our site. Check out our Tips and Advice site. This resource will be updated at least once a week with all the latest tips and tricks helping you decide which instrument to buy and how to improve your playing.
Can I place my order by telephone instead of online?
Yes, of course. If you have already registered an account with us online, placing an order by telephone is quick and easy, particularly if you know your account number.
If I register online, will you send me lots of junk mail?
No. We will only send messages regarding the status of your order, and a gear4music newsletter once every few weeks. We will not pass your details to any third parties for marketing purposes.
How do I select a delivery date for my order?
On the shopping basket page you will see the text "Click here to select a delivery date". When this is clicked a calendar page is displayed that allows you to select your preferred delivery date. Delivery dates are calculated based on our stock availability, or when the item is expected to arrive into stock from the manufacturer. If we need to change your delivery date due to unforeseen circumstances, we will let you know in advance by email or SMS text.
How do I know you have received my order?
You will be sent a confirmation by email.
Why has my order been declined?
This is usually because your bank has declined the transaction, or the details you have provided are not correct and have not passed our security checks. If this happens, please either correct the details you have provided, try using a different payment card, or contact us on 0871 309 0800 for further advice if you believe all the information you have provided is correct and the card you have used has sufficient funds available.
What do I do if my order is on hold?
We will try to contact you as soon as possible. You may be asked to provide a copy of your payment card, or other form of identification. Occasionally this happens because we can't automatically verify the details you have provided with your card company. This doesn't mean you have a poor credit rating or are a bad customer! We just need to carry out these checks occasionally however to prevent us from being subject to fraudulent transactions.
Can I collect my order from you in person?
Yes. Please call us first however on 0871 309 0800 to check stock availability.
What happens if my goods get damaged during transit?
Please check your goods carefully for any damage as soon as they arrive, and report any damage to us immediately. We can provide a replacement item, so long as you report any damage to us within one week from receiving the delivery. Please note however, that we are unable to accept responsibility for items reported damaged after seven days from delivery, therefore, please report the damage as soon as possible.
What happens if I am not in when the courier tries to deliver?
The courier should leave a card to let you know they tried to deliver. They will usually try to deliver again the next day, but alternatively you can contact them directly using the details they provide on the card, to arrange a different delivery day.
What do I do if I receive the wrong item?
This is a very rare occurrence, but occasionally things do go wrong. Please send an email to email@example.com including your customer account code or order number, and let us know the details of the problem. We will collect the incorrect item from you, and arrange to get the correct item sent out to you as quickly as possible.
What time of day will my order be delivered?
If you select a standard weekday delivery, your item could be delivered anytime between 8am and 6pm. Sorry, but we can't track your order on the actual day of delivery to provide you with a more accurate time. If you need a more accurate delivery time, please select one of the timed delivery options available from the shopping basket.
What do I do if I'm really pleased with your products and service?
Tell all your friends!