FAQ


Below you will find some of our most frequently asked questions. Can't find the answer? Then please Contact Us.

For the most up to date information and for estimated delivery times, check your order's status on the Order History page (you will need the email address and password you used to set up your account):

If it says Completed then we have sent it out.

If it says Processing then we may be waiting for more stock - contact us to find out.

If you didn't sign in or set up an account when placing your order, please check your email. We send you regular updates on the progress of your order, including when it has been dispatched.

For all in-stock and print on demand items and special order publications we give an estimated delivery date in your confirmation email. Please note however we do not give a due date for items that are shown as ‘On order, usually ships in 2-4 weeks’ as these are currently out of stock. 

Digital Sheet Music is immediately available after placing your order. You can access it in your Digital Content Library.

See also:

Royal Mail: We send all UK orders as standard by Royal Mail. Most deliveries are received within 2 to 3 days, however this is not a guaranteed time frame. First Class post can take up to 10 days to arrive in some cases. If the order has not been received after 10 days please do contact us at help@musicroom.com

UPS: If you have opted for the UPS delivery service, then most orders are received within 1 to 2 days to mainland UK addresses. If you live in a rural part of the country then delivery may be slightly longer. This delivery service requires a signature and is an all day call - a time-framed delivery is not available with this service. 

Airmail deliveries in Europe: Airmail deliveries in Europe take between 1 to 3 weeks to arrive. The estimated date on your confirmation email is only a guide so please bear in mind the date can be longer than initially given.

Airmail deliveries to the Rest of The World: For international deliveries orders can take up to 3 to 5 weeks to arrive. Again, if after this time frame the parcel has not arrived please contact us at help@musicroom.com

Online Payment

We accept Visa, Visa Electron, Mastercard, Maestro, Delta, American Express, Carta Si, Dankort, Eurocard and Paypal.

You can now securely store your credit or debit card details in your account. This will enable you to complete purchases without entering your card details each time.

Offline Payment

You can place your order with us and arrange to give us your credit card details by phone, or send us a cheque. If your bank is in the EU, we can also accept Bank Transfers.

I haven't received the right quantity of an item I ordered.

If you haven't received the correct quantity of an item it's because we didn't have enough in stock. We've decided to send you what we had available at the time of your order. When more become available we will send it to you for no additional delivery charge.

I haven't received part of my order.

If you have received some of the items in your order but not others its because some of the items were not in stock and you chose the 'Send when each item becomes available' option when placing the order. We will send another delivery when the remaining items become available.

Express Checkout has been designed to make the ordering process as hassle-free as possible. If you enable Express Checkout after placing an order, your preferred address, delivery method and payment option will be saved for your next order.  Just add your card security code at the checkout and place your order!

You can enable Express Checkout on the order confirmation page. Express Checkout is only available if you have a valid payment card saved in your account.

You can disable Express Checkout in Your Account at any time.

Yes. You can return most items to us within 30 days of delivery for a full refund. Please see our Returns Policy for detailed information on how to return items.

Yes. It may already be on its way to you though. Cancellations and returns are covered in our Returns Policy.

If all or part of your order is marked as cancelled on your Order History page and you did not ask us to cancel it, it's because we have not been able to supply it within a reasonable time period. We do our best to check the availability of items we do not stock with our suppliers before we list them, but sometimes items go out of print and become unavailable without warning. Our apologies.

We will have sent you an email when we cancelled the order. You will not be charged for cancelled items.

For more information on why an item has been cancelled, or to find a suitable replacement, please Contact Us.

Enter your gift voucher code on the basket page or at any stage of the checkout before placing your order. If it is valid your order total will be recalculated.

 

If the gift voucher value is greater than your order total, the balance is added to your account so that you can use it on your next purchase, but only if you are signed in to your account when you redeem it. If you weren't signed in or didn't have an account when you redeemed your gift voucher please Contact Us.

 

Gift vouchers expire 1 year after they are issued.

 

Gift vouchers are only available in Pounds Sterling (£) and can only be redeemed against orders placed in Pounds Sterling (£).

You can print a VAT invoice from the Order History page, but only once the order has been completed. To do this:

  • Locate your order in the Order History section of Your Account
  • Click on 'Order Details'
  • Select the 'Print VAT Invoice' option.

If you didn't sign in or set up an account when you placed the order, you can still get a VAT invoice if you Contact Us.

You can shop in any of 6 currencies on Musicroom.com. We offer Pounds Sterling (£), Euros (€), US Dollars ($), Australian Dollars ($), Danish Kroner (kr.) and Japanese Yen 

To change currency, click the currency icon at the top right hand side of any page, above the Basket summary icon and make your selection:

currency converter

No. We only store the last four digits of your card number and the expiry date on our servers to enable you to choose which card to use. When you select 'Save Card' at the checkout your card details are passed to our payment processor for authorisation, who send back a 'token'. When you opt to use the same card again, we send the token to our payment processor which links it securely to your card. 

If obtained, the token is meaningless and cannot be used to decipher your card number or to place orders on any other website.

See also: Security Policy

 

We sometimes upgrade Royal Mail orders to a courier service (UK Mail). This is usually because there is an item in the order that cannot be delivered by Royal Mail. 

Any upgrade that occurs in this way is free of charge.

All prices on Musicroom include UK VAT where applicable (there is no VAT payable in the UK for purchases of books and sheet music).

If your order is for delivery to EU countries we are obliged by EU law to remove UK VAT and apply your local country's VAT rate instead. The order total will be recalculated at the checkout when you specify your delivery country. We do this when

  • you are ordering physical items and your delivery country is Italy, Germany, Spain, France, Belgium or Denmark.
  • you are ordering digital items and your billing country is anywhere in the EU.