If you've been having problems using Musicroom.com, and haven't found an answer in our help pages, look no further! There's a good chance you'll find an answer here...
If you still can't find an answer to your problem here, click on the Live Help button or just email email@example.com, and we will try to solve it as quickly as possible.
Digital Store FAQ
Musicroom Card Scheme FAQ
Payment, Shipping and Charges
Do you sell CDs? What do you sell?
No. We do not sell Vinyl or CD albums or singles.
We sell sheet music, books about music, instruments, and other accessories for musicians. Our
sheet music catalogue includes classical and pop music, tuition books and backing tracks, and music for schools.
I can't find it, does that mean you don't have it?
No, not necessarily. Read our pages on search methods and tips and effective browsing
If you still can't find what you're looking for, just email
firstname.lastname@example.org. If we have it at musicroom.com, we'll tell you how to find it; if we do not, we will endeavour to find it for you.
Order a catalogue
To order a catalogue, send your name and address in an email to
Hiring orchestral or choral parts
If you run an orchestra, choir or other musical group and need to hire parts for works we don't stock for sale, try the
Chester-Novello website, or email
and we will pass on your request to the relevant people.
I need to license a school/youth theatre performance. Who do I contact?
If you need permission to perform a work at a concert or for your school, you can fill out the Music Sales Licensing Application Form.
Set up an account
You don't need to set up an account with Musicroom until you actually buy something. To set up an account without purchasing,
visit the Account Page You can personalise the site to your individual tastes, manage your address
book, view the status of your recent orders and more.
Change newsletter subscription details
To remove an email address from our mailing list, you can use the link at the bottom of the last newsletter
If your email address has changed, unsubscribe your old address as above, then add your new email address
using the Subscription Form on the site.
Alternatively, you can email us with your new details, and we will update our
Musicroom Card FAQ
How do I redeem my vouchers?
You can redeem your vouchers online in your Account section, at the online checkout or in one of our stores.
If you have a Musicroom Card that was issued in-store, and has not been registered to your online account, you must register it before you can redeem your vouchers online.
To register your card, visit www.musicroom.com/registerloyalty.
How do I register my Musicroom Card with my online account?
If your applied for your card online, then it is already registered with your account.
If you applied for your card in a store, then please register it by visiting www.musicroom.com/registerloyalty.
What is the Musicroom Card Scheme?
The Musicroom Card Scheme is a Reward programme. You earn points for purchases and we periodically send you vouchers to redeem
in one of our stores or online.
How do I join the Musicroom Card Scheme?
You can apply online or in person in one of our stores. It’s free. If you apply on
line your card will be sent to you by post shortly. If you apply in store, you will be handed your card immediately.
What if my Card doesn’t arrive?
If your card does not arrive within 28 days please contact our customer service team.
How do I collect points?
Points are allocated to your Card Account whenever you make a purchase in participating Musicroom stores or at the
Musicroom.com website. This normally happens 72 hours after your purchase (in store) or your order has been completed
How do I know how many points each part of my purchase is worth?
The points value for each product is displayed clearly on each product page. Generally, 2 points are awarded for every £1
spent; however on specially selected products we offer double or triple points.
How much is a point worth?
One point has a value of 1p.
How do I redeem my points?
We send you money off vouchers and other special offers on a regular basis – at least once per quarter. The voucher value will
correspond to the points value on your Card. Once vouchers are issued, your points balance is cleared on your card and you start
building up points again. You can redeem your vouchers in store or online during the checkout process.
What happens if I return an item?
We will deduct the corresponding number of points from your Musicroom Card for the returned item.
I made a purchase but I didn’t have my card with me. Can you add the points on later?
Yes. For In store purchases, bring back your receipt and your Musicroom Card. Online, after your Card is registered to your
Musicroom account you don’t need your card when you make a purchase. As long as you log in at the checkout your points will
automatically be allocated to the Card associated with that account.
I have set up a new Musicroom.com account with a new email address. Can you transfer my Card and points to my new
Yes. Just let us know your new email address and we will transfer your points.
I have moved address. How will I receive my vouchers?
Let us know your new address and we will update our records.
Do I have to make a purchase to join the scheme?
No. It is completely free to join.
Where can I find out more?
Read our full Musicroom Card Scheme Terms and Conditions.
Can't see anything in my basket or at the checkout
In order for the basket and checkout process to work, your browser must be set up to accept cookies. Follow
the relevant path below to check this:
Internet Explorer version 6
Internet Explorer version 5
Internet Explorer version 4
If changing your cookie settings doesn't work, re-set them to default.
Cookies are tiny files that Musicroom sends to your browser and are stored on your computer. They enable the
site keep track of the contents of your shopping basket and your currency preferences, so that we know who you are and what you're
ordering. They are completely harmless.
If this does not resolve the problem, go back to the page from which you added the product to your basket and check that the
web address in your browser's address bar starts http://www.musicroom.com. If it does not, then replace the address with
http://www.musicroom.com and start again.
Can't change currency
If you're having trouble changing currency it may be because your browser is not set up to
accept cookies. See above to check and fix this.
choosing Tools > Internet Options from the top menu, then click the Default buttons in the
Security and Privacy tabs (or just Security if you only have one).
Can't see/hear the video/audio samples
The product pages for some of our videos and DVDs, and sheet music books which include CDs, feature audio or video samples to
allow you to see or hear a bit before you buy. If they don't work, you will need to download and install RealPlayer.
To play RealPlayer media files from our site, after installing Real Player it is sometimes necessary to make an adjustment
under Tools > Preferences > Content > Media Types > Advanced, under Other Media > Real Time Streaming Protocol (towards the
bottom of the scroll window, 6th item down). This is sometimes set to none depending on the configuration options one selects when
installing RealPlayer. Tick the box to associate Real-Time Streaming Protocol with RealPlayer. Our RealMedia samples should then
stream successfully. If the above-mentioned box is not ticked then your browser will show a "Page cannot be displayed" error.
Payment, Shipping and Charges
Payment methods we accept
Visa, Visa Electron, Mastercard, Maestro, Delta, American Express, Carta Si, Dankort, Eurocard and Paypal
You can place your order with us and arrange to give us your credit card details by phone or
fax, or send us a cheque or postal order. If your bank is in the EU, we can
also accept Bank Transfers.
Put the item(s) you want to order in your basket, and proceed to the checkout as usual. When you get to the payment page,
select the 'Phone/Fax/Cheque/Bank Transfer' option. You can then submit your order and arrange payment. Your order will be sent
out as soon as we have received and verified payment. Note that payments made in this way can only be accepted in Pounds Sterling.
VAT and sales tax
No. You do not have to pay VAT (Value Added Tax) or any other tax on any sheet music or books purchased from Musicroom.com. VAT
on other items is already included in the price, depending on the item and your location.
Getting an invoice or receipt for files
You can go to Order Tracking and print a copy of your Order Summary page if
you need something for your records. You will need your email address and Musicroom password in
order to log in.
- Card Refused: Some card-issuers are very strict with internet card use. If you
don't make online purchases at this sort of site very often they sometimes refuse the transaction, even if there are funds
available. If you are in North America this is even more likely as we are based in the UK. A number of US companies don't process
international orders unless you specifically ask them to. If you have checked your details and they are all correct, we suggest
you contact your card-issuer and ask them to authorise the transaction, then try your order again.
- Authorisation Call: Sometimes the card issuer wants us to verify the transaction by
telephone. Obviously, as an online merchant we cannot do this. You will need to contact them and ask them to authorise it, then
- Inconsistencies In Your Details: We employ strict safety checks. Sometimes your
transaction may be authorised, but your order is still be held up at the last stage, because of a discrepancy in your details.
Please contact us to verify your order.
Alternatively, you may have filled in some of your details incorrectly. Check the following details and try again:
- Invalid State (US or Canada): If you're from the USA, make sure
you enter the name of your State in full. If you're from Canada, enter the correct 2
- Invalid email address: We need a valid email address from you in
order to inform you of your order's progress. It must contain one "@" symbol.
- Credit Card Details: Check that you've entered the same name and number as appear
on your card. Don't include an issue number unless you are using a Switch, Maestro or Solo debit
card, but make sure you do enter an expiry date.
Try your details again. If your order is still declined, phone 01284 725 725.
My order has gone wrong! Can I get a refund?
You may not need to: Although our processing system checks and clears your card when you enter your details, we do not actually
charge your card until after your order has been sent out. Be sure to email us as soon as possible so we can cancel the
order before it is sent.
If your order has not gone through, or has been declined, then you will not be charged for
If you have made a duplicate order by mistake, email us and we will cancel it for
Order hasn't arrived
Check our Order Status page (you will need the email address and password you used to set up
If it says Completed then we have sent it out - check with your local sorting office to see
if they have it.
If it says Processing then we may be waiting for more stock - email us to find out.
Only received part of an order
We are waiting for more copies of one of the titles you ordered. We have sent you most of your order, and will send the rest on
as soon as it arrives. Your card will not be charged until everything you ordered has been shipped.
Video doesn't work
All the video cassettes we stock are in European PAL format, and will not play on normal North American
(NTSC) video players. It is possible to purchase a converter which will enable you to watch PAL tapes on NTSC
machines, but if you can't get hold of one, please email us.
Incidentally, all our DVDs are coded Region '0', in other words they should work all over the
world, although they may not work in older DVD players which are region-specific. If you do have problems with a DVD you have
bought from Musicroom, please email us and we will arrange a replacement.