Order & Returns Information

Track your order

As soon as your order is dispatched we will email you to let you know its on the way. If your order has been partially delivered this may be due to us dispatching items from various locations and thus arriving in a few deliveries. However, if you have any questions please do not hesitate to contact customer services customerservices@dsmusic.com

Change or Cancel your order

Once you have placed your order we are sorry that in most cases we are unable to make changes. If you would like to add items to your order, please place a new order for these items. If you need to change the delivery address on your order please contact customer services customerservices@dsmusic.com. If your order has already been dispatched or delivered, please see our Returns Procedure if you wish to return any of the items.There are some items/services which we cannot cancel, refund or exchange – please see our Returns Policy for details of these items.

Returns Policy

Occasionally you may need to return items – please return your item(s) within 30 days to one of our stores or via post for an exchange or refund. Under the Distance Selling Regulations, if you purchase online or by phone your consumer rights entitle you to a full refund if you request one in writing within 14 working days of delivery. This excludes the products listed as exceptions below: 

Conditions of returns

Items must be in their original condition with the packaging unopened and accompanied with your receipt of purchase.

Delivery charges

We will cover the postage for returning/replacing items that were sent in error or defective when delivered (please contact us to advise the delivery method), otherwise you will be responsible for any costs incurred in returning items to us. We highly recommend that you send items back via a traceable service and take out postal insurance to cover their value, as we are not responsible for the risk of loss or damage to such goods.

Products we are unable to exchange or refund

Unless faulty or not as described, we cannot refund or offer an exchange on:

  • Earrings
  • Items intended for aural use
  • Items that have been customised
  • Digital Sheet Music Downloads & Print on Demand item(s)
  • Labour/Parts to customise an item(s)
  • Specially ordered item(s)
  • Unsealed CDs, DVDs or other recording media, software or video's
  • Activated or registered (partially or fully) software.
  • Software Site Licenses (for Schools, Colleges & Universities)
  • Digital Download item(s)

We are unable to cancel 'Digital Sheet Music Downloads, Digital Download Software, Sibelius Site Licenses & Print on Demand' items.

This returns policy does not affect your statutory rights. 

Woodwind Instruments

Please note: if a woodwind instrument is returned there will be a 10% restocking fee applied/deducted from your refund, as we have to get the instrument sanitised and checked over by a professional to ensure it is in fully working order.

Returns procedure

Please return your item(s) via one of the following method:

By Post

Please send the item(s) with your receipt or order confirmation, your contact details, the reason for the return and whether you would like a refund or a replacement to: Returns, DS Music UK Limited, 3rd Floor Agincourt House, 1 Agincourt Square, Monmouth, Monmouthshire, NP25 3BT

If you have any questions please do not hesitate to contact customer services customerservices@dsmusic.com

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