Frequently Asked Questions

What payment methods do you accept?

We accept all major credit and debit cards including Mastercard, Visa, American Express and Maestro. 

Can i collect my order in-store?

Yes of course! Just select the click on collect postage option during checkout. 

Click & Collect
When will i recieve my item?

We aim to ship your item(s) the next working day after your order was placed. We only ship goods on our opening days which are Tuesdays, Thursdays, Fridays and Saturdays

What if there is an issue with my order?

In the unlikely event that there’s a problem with your purchase, please don’t hesitate to contact us.

Contact us
What if i ordered the wrong item?

Were more than happy to return or exchange your item but you are responsible for paying the return postage costs. 

What if i want to cancel my order?

If you’ve made an error or there is an issue with your order please get in touch as soon as possible

Contact us
Do you offer work experience places at The Music Vault?

Unfortunately at this time we don’t not offer any form of work experience program. 

Do i need an account to shop with The Music Vault?

Yes. We do require that you register for an account before shopping with us. Your information is used to complete your order. Please refer to our privacy policy to view what happens with your personal data.

I've forgotten / never received my password?

If you’ve lost or forgotten your login password head over to this page and fill in your email address you used to create your account. We will then send you the instructions to reset your password. If you still haven’t received an email from us please check your spam filter.

If your still having problems please get in touch.

Contact us
Privacy policy

For our full privacy policy click here!

Terms and conditions

For our full Terms & Conditions click here.

Are your stock levels accurate?

We aim to update our stock levels at real time as an when we receive a delivery.

When will an item be back in stock?

Unfortunately we cannot give an accurate estimate as to when an item will be back in stock. However we place orders with most of our suppliers at least once a month depending on sales and demand. If you wish to get more detailed information about a particular item give us a call or get in touch via our contact page. 

I want an items that isnt listed for sale on your site. Can i still order it?

We may be able to order something in for you if it isn’t listed on our website. We deal with many different suppliers so providing the item is available from one of those suppliers and hasn’t been discontinued, We can order it in for you! 

Are your online and in-store prices the same?

Yes absolutely! The price listed on our site is the price you’d pay in-store. The only additional fee we charge is for postage & packaging. 

How do refunds work?

Goods can be returned to us for a full refund if you contact us within 14 calendar days of receiving your item. The item must be returned to us in there original packaging with all accessories, manuals etc included.

Certain items where hygiene may bean issue such as harmonicas, microphones, headphones, reeds etc can only be returned if the packaging is sealed and unopened.

We reserve to only offer a partial refund if the goods have been damaged or devalued prior to returning the goods to us. 

Can i exchange my order for something else?

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Goods can be exchanged for an item or similar value within 30 calendar days of receiving your item. The item must be returned to us in there original packaging with all accessories, manuals etc included.

Delivery charges

Unless your item was faulty, it is your responsibility to cover any postage and packaging charges when returning an item to us. The postage cost will vary depending on the size and weight of the item being returned. 

On orders that incur a delivery charge, we will only refund you the cost of the standard delivery service for that item. We cannot refund any additional charges for premium delivery services at the point of ordering such as Saturday delivery. 

What does second hand mean?

Second hand goods are those previously owned and may show signs of use and damage but are fit for purpose. 

Do you inspect second hand goods before selling them?

All our second hand products are thoroughly checked to make sure they’re in full working order before being listed on our website. There may be signs of wear and damage, or missing parts and packaging. We try our best to show this in the product photographs and descriptions.

Do second hand goods come with a warranty?

Yes! All our second hand gear comes with a 30 day warranty valid from date of purchase. For full details view the second hand section of our terms and conditions.

What does B-stock mean?

B stock items could be refurbished customer returns, end of line or ex display stock. The products may show signs of wear & damage, have damaged packing or have missing accessories. 

The details of any damage or missing items will be explained in the product listing and shown in any accompanying photographs.

B-stock goods are usually one of items unless otherwise stated

Do B-stock goods come with a warranty?

B-stock goods come with a 30 day warranty the same as our second hand goods. For full details view the second hand section of our terms and conditions.

Do you buy second hand gear?

We certainly do! For full details on how to sell your gear and what sort of price you would get please visit the sell or part exchange page of our website. 

Can i part exchange my old gear?

Yes of course!  For full details on how to part exchange your old gear and what sort of gear we accept please visit the sell or part exchange page of our website. 

Where do you deliver to?

We deliver to the UK mainland, Wales, Scotland, The Scottish isles and northern Ireland only. 

Do you deliver items internationally?

Unfortunately at this time we do not deliver outside of the UK. 

Do you offer free shipping?

We offer free delivery to the UK mainland on orders over £250. 

We are unable to provide free delivery to addresses in northern Ireland and the Scottish Isles. 

Larger items such as guitar amplifiers and PA systems do not qualify for free shipping. 

What delivery services do you offer?

We use UK Mail as our courier and royal mail for smaller items

We currently offer next day delivery as our only shipping option.

 

When can i expect to receive my parcel?

We ship all orders on the next working day after the order was placed. As our shop based inside Wellingtons indoor market we are only open on certain days of the week. 

Tuesday 9:00am – 4:00pm
Thursday 9:00am – 4:00pm
Friday 9:00am – 4:00pm
Saturday 9:00am – 4:00pm

get in touch