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FAQ

1. Do I need to be in to receive my product from Umbrella?

All of our deliveries with TNT must be signed for by someone. You must either have someone in or inform us of an alternative address where there will be someone to sign for your item. For smaller items such as guitar strings we will use DPD although they will still require to be signed for. We will tell you how your item has been dispatched on your dispatch email. Some local deliveries in London may be completed by one of our drivers as part of the standard delivery service.

2. Governing Law and Jurisdiction

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.

3. What if I’m not in to take delivery?

If you are not in when the couriers attempt delivery then they will leave a card telling you have missed them. You can use this to rearrange delivery with them directly. If you fail to contact them before 6:30pm and they attempt to deliver again and find your not there then you may be charged a further shipping fee. If you would like us to not dispatch your item until a certain date please include this in the order info.

4. Customer Service

Nobody likes bad customer service! It can be incredibly frustrating and time consuming. Umbrella Music takes pride in providing the best customer service through constant and consistent communicationboth internally and externally to you the customer. All of our customers details are securely stored in our Customer Relationship Management software program. Any activity concerning your account is logged and recorded in this program and can be accessed by any of our staffmembers anytime, anywhere - within reason.

5. Who do I contact for warranty repairs?

Please login to your account and open a CASE or contact us via the CONTACT US page on the website. Alternatively you can call us on 0207 859 4579

6. Who do I contact for out of warranty repairs?

Please login to your account and open a CASE or contact us via the CONTACT US page on the website. Alternatively you can call us on 0207 859 4579

7. Who do I contact if my shipment hasn’t arrived?

Please login to your account and open a CASE. Alternativley you can contact us on 0207 859 4579

8. Who do I contact if I want to make a complaint?

Obviously we hope that there is little or no need to complain, but in any event where you feel the need to complain, no matter how big or small, we want to hear from you. We are a progressive company and are always looking at ways to improve areas of our business and our relationships with customers, and that means not only listening to complaints, but also responding to them in a timely manner. To make an official complaint weadvise you in the first instance to do this in writing and either post to the address provided or by emailing us at sales@umbrellamusic.co.uk. Try to give as much information you can regards the issue you have. We will respond within 2 days to any complaint submitted, although in a lot of cases you can expect a response within a few hours of us receiving your email or letter. If you feel that your complaint needs to be escalated because you have either had no response in the time periods stated above, or that the response was inadequate, then we appreciate that you might want to speak to someone directly. Please do so by calling the main number 0207 859 4579 and ask to speak to a manager.

9. Who do I contact about repairing a product that is within the warranty period?

You will need to contact Umbrella Music, but please visit the Returns procedure page for full details on how to do this.

10. How do I find out how long the warranty period is on my product?

Please visit the manufacturers page and click on the relevant link to see details of warranty for each product

11. If my product is out of warranty can Umbrella Music arrange for repair?

For out of warranty repairs Umbrella Music uses a team of instrument repairers who specialise in repairing particular types of instruments i.e. woodwind, orchestral stringed, guitars and brass etc. We have carefully selected these repairers for their expertise, attention to detail and speediness. We can arrange for collection and return of the instruments and can usually depending on the complexity of the repair get your instrument back to you within 5 days.

12. How much do you charge for repairs?

Umbrella Music will in most cases suggest that you put your instrument in for a basic service repair, clean up and tuning (if applicable), especially if your instrument is a few years old. The charges for basic service repair on instrument categories are as follows: Guitar (Electric/Acoustic/Classical) £30.00 Woodwind £45.00 Brass - variable-Piano Tuning £80.00 The cost of repairing more specialized parts to an instrument, i.e. the crook of a saxophone, trumpet valve etc are difficult for us to predict. Please call us to explain the nature of the problem and we will speak to our repairers directly to ask for a quote.

13. How can I place an order?

You can place an order with us by the Internet using our secure website, by phone, or the traditional method by visiting our nazing showroom

14. Internet Orders – How secure is your website?

Umbrella Music takes our customers security seriously. We continually make improvements to ensure your Internet shopping experience with us as safe and secure as it gets. To help this we have implemented 3-D Secure within our shopping cart. This is the equivalent to ‘chip and pin’. If you don’t have a 3-D Secure password, you need to contact your bank. For your added assurance, all major credit card organisations i.e. Mastercard, Visa etc, now require all companies who accept payments over the Internet, by telephone, or in person at their retail store to be PCI DSS (Payment Card Industry Data Security Standard) compliant. Our compliance as a company will be assessed every 3 months. If we don’t comply we could incur fines that can easily amount to more than £100,000. For more information please visit www.pcisecuritystandards.org We accept the following credit/debit cards: Visa, Mastercard, Switch, Maestro, Visa Delta, Solo, Electron. You can also use Paypal and Google Checkout.

15. Telephone Orders

You can place an order by telephone by calling one of our sales team on 0845 500 2323 who will be happy to answer any questions you might have before ordering. We accept all major credit/debit cards apart from American Express for telephone orders.

16. Orders in Person

Once again we accept all major credit cards as well as good old fashioned cash.

17. Other Methods of Payment

We are happy to receive payment by cheque, which you can bring in person or post to us at Umbrella Music Ltd, 2 Greenleaf Road, London E17 6QQ. When posting cheques to us, please make sure to include a reference to the product you have ordered and delivery address. We will ship your order as soon as the funds are cleared in our account. You can also accept payment by BACS transfer to our bank. HSBC, 20 Electric Parade, George Lane, Woodford, London E18 2LX Sort Code: 40-06-23 Account No: 61378260

18. Do I have to register my details to use the website or when ordering a product?

The majority of our website is available for all to browse without registering, although there are some sections of the website that do require you to register your details. Subscribing to our newsletters Purchasing a product online Registering as an education customer Becoming an Umbrella Member We are always respectful of our customer’s privacy so at no point will we send unsolicited emails to you. We don’t like receiving spam and we certainly don’t like sending spam (we have much better things to be doing with our time). Please read our Privacy Policyfor more information on this.

19. How to contact us?

By phone: 0207 859 4579 By email: General Enquiries Sales@umbrellamusic.co.uk By fax: 0845 500 3231 By post: Umbrella Music, 40 Hillgrove Business Park, Naeizing, EN9 2HB In person by visiting our store: Monday-Friday 10am-5:30pm Saturday 10am-5pm (CLOSED WEDNESDAY)

20. Umbrella Music’s Delivery Procedure

We use DPD for most uk deliveries and TNT for heavier items.  We generally use DPD for smaller items. If your item is in stock we will ship your item the day before you have requested it to arrive. For example if you have chosen a delivery date of Thursday your order will be dispatched on Wednesday. If you have requested a delivery on a Monday your order will be dispatched on Friday. If your item is not in stock we will contact you to let you know that your chosen delivery date is not available. We will then work out with you a new delivery date.

Premium Services

All premium service prices are clearly displayed on checkout. If your a busy person and lets face it most people are we have a few options that will make your life easier. You can choose to have your order delivered before 9AM on a weekday, before 12pm on a weekday or before 1pm on a Saturday. All costs associated with these services related to your product are available on the product page by highlighting the shipping tab and also on the checkout stage. Easy!

Sometimes things can go wrong with deliveries but we are only a phone call away if you need to speak with us. Alternatively use the "contact us" form and soemone will call you back very quickly.

 

 

21. Delivery FAQ’s

 

For most parcels, we use DPD as our courier service. We have had great feedback in the past from customers regarding their great service, and they also offer a one hour time slot. Customers who supply an email or mobile number with receive a text message or email on the morning of your delivery, stating a one hour slot in which your parcel will be delivered!

We use TNT courier service for our digital piano deliveries. One note we must make is that the courier will deliver to your doorstep or hallway only, and they will not move the item through the house or upstairs. If you are unsure about whether you will be able to receive your piano in this way, we do offer a two man service, which is £40 for customers within a 50 mile radious of our warehouse, which also includes a set up and possibility of a time slot. If you are a customer outside of this area, please call us for a quote on a two man delivery, and we will be able to quote a reasonable and competitive price for your delivery.

If you have any other questions regarding this, we advise that you call on 0207 859 4579

 

22. What if I want my product delivered at a specific time?

We can offer a customized delivery service at an extra cost for example we can deliver your item within a half hour time slot if you need. Contact us for more information and to get a quote.

23. I’m ordering from another part of the world, how much will I pay for delivery?

If you are ordering from Europe or anywhere else in the world then we will use a number of couriers based on your location and the size and weight of the product. You will be able to see all charges if you put your mouse over the shipping icon.

24. What happens if the delivery time is not convenient?

No problem; when you get your expected delivery date through you can contact our couriers who will be more than happy to arrange a different date

25. What if I’m not in to take delivery?

If you are not in when the courier attempts delivery then they will leave a card telling you have missed them. You can use this to rearrange delivery with the courier directly. If you don't contact them, they attempt to deliver again and find your not there then you may be charged a further shipping fee. If you would like us to not dispatch your item until a certain date please include this in the order info.

26. Do you do Saturday Delivery?

Yes we do, you can select this at the Shopping Bag Checkout to see the costs associated with your product.

27. Can I exchange an item under your returns procedure?

Yes you can, we are able to offer you a straight exchange of your product and either refund the difference or charge the excess. Please note we may need to take the total cost of the new item and then refund the old item once our warehouse has checked the returned item for damage.

28. I would like my Digital Piano set up, can you do this?

Yes we can, and we do very regularly. On your checkout you will usually have a few delivery options, one of these will be “set up”. This will include a complete set up of your piano and the removal of the packaging. Please note this is not an extra fast service and sometimes it can take a couple of days for delivery. We will either call you straight away after you order or we can agree a delivery date before you place your order with us.

29. What Delivery Zone am I in?

When you highlight over the Shipping Icon the delivery costs for that product will be displayed for each Zone. Below is a list of where each zone corresponds to. Zone A: UK Mainland Standard Zone B: Scottish Islands, Northern Ireland, Scilly Isles, Jersey, Isle of Man, Guernsey, Channel Islands Zone C: Republic of Ireland, Belgium, Holland & Luxembourg Zone D: France, Germany, Monaco & Madeira Zone E: Austria, Czech Republic, Denmark, Finland, Greece, Italy, Malta, Poland, Portugal, Spain, Sweden Zone F: Bulgaria, Cyprus, Estonia, Hungary, Latvia, Lithuania, Norway, Serbia, Slovakia, Slovenia Zone G: USA, Canada, Switzerland, Mexico Zone H: Iceland, China, Australia, Hong Kong, Indonesia, Japan, S.Korea, Malaysia, Philippines, Singapore, Taiwan, Thailand, Albania, Andorra, Belarus, Bosnia, Croatia, Faroe Islands, Moldova, Romania, Russia, San Marino, South Africa, Turkey

30. What happens if my products are damaged in transit?

Unfortunately very occasionally your item may get damaged in transit. We will sort this out quickly and efficiently for you arranging for a collection and once inspected by our warehouse a new item sent to you on a premium service. Please let us know within 2 days of receiving your item if there is any damage that has occurred in transit. We are unable to be held liable for any damage that is reported after this time.

31. I have got my item but am not happy with it, can I return it?

Yes you can, under our 30 day returns procedure. Please visit our returns page.

32. I didn’t get my tracking number, how can I get it?

You should have received an email from our warehouse once your item has been dispatched with your tracking number. If you were expecting your item to be dispatched and you didn’t receive an email please contact us (link) and we will sort this out for you.

33. I have received my tracking number but it won’t locate my item when I use order tracking, what shoul

It can sometimes take a few hours for the tracking number to register on the TNT/DPD systems. If in the morning after your dispatch you still can’t track your item please contact us

34. Where is my order?

When your item is dispatched you will have received a tracking number. Go to our homepage and click on the Order Tracking icon to track your order

35. The Umbrella 45 Day Return Procedure

If you are not completely satisfied with any product, you can return it for a full refund or credit (of the product purchase price) toward a different product. We give you 45 days from the shipping date to make your decision. That’s the best terms in the music industry. The following items are returnable only if defective OR unopened OR unused: strings, reeds, earplugs, recorders, tin whistles, harmonicas, drumheads, drumsticks, cleaners, polishes, customized items and special orders, and polishing cloths. Software, CDs, DVDs, and videos may be returned for credit only if they are in their original, sealed packaging. If defective, these items will only be exchanged for the same product. Umbrella Music only accepts returns made within the first 45 days from shipment. If you would like to return any products, it must be shipped within this 45-day guarantee period. All returned items must include a Umbrella Return Number, be in the original packaging complete with all components including the warranty card and owner’s manual and show no signs of wear or abuse; otherwise the return will either be refused or subject to a 25% restocking fee. What constitutes the product being in a “brand new” condition”? Your item should be returned to us in the exact same condition you received it. This means that there should be no sign at all that you have played the product. The product should also: * Include an Umbrella Return Number (we will email this to you, you must print this off and include it in the box) * Be in the original packaging complete with all materials such as cases, straps, cables, care kits, certificates of authenticity, warranty cards, manuals, and any other materials that originally shipped with the instrument; * Be in brand-new condition, showing no signs of wear or use such as scuff marks. Refunds are made for product value only, excluding shipping and handling charges. You will be liable for the cost of sending the item back to us. Please note we cannot accept items such as Yamaha Clavinovas which are set up, you will need to re-package the piano first and have kept the original packaging otherwise we will not be able to offer a refund. Once your item is returned our warehouse will make sure the product is in brand new condition. When we are satisfied that this is the case we will refund your card minus the shipping costs. Under the EU’s long distance selling rules you have 7 Days “cooling off” to cancel your selling contract with Umbrella Music. This means that you have up to 7 days from the date of purchase to completely cancel your involvement with us. You are liable for the cost of returning the goods to Umbrella 9we can arrange this) however under this agreement we must refund you your initial shipping costs. We can arrange the collection of your product or you can sort this out yourself, but please be aware you will be liable for any damage that occurs in transit to us. If your item develops a fault within 30 days that is covered under the manufacturer’s warranty we can either replace the item, have it repaired or offer a full refund. If your item develops a fault after 30 days but within the warranty period then we will repair the item and have it returned to you. This is usually completed within 14 days and Umbrella Music will cover all delivery costs. If you have ordered from us outside of the UK unfortunately you will be liable for all delivery costs that are incurred. Cost of returning your goods to us under the Umbrella Returns Procedure. (UK Main Land) Small Items and products weighing up to 20KG: £12.00 Digital Pianos and heavy/bulky items (up to 45KG): £25 Digital Pianos and heavy/bulky items (over 45KG): £45 Acoustic Pianos: £250 If you would like to swap a product with another product form Umbrella we can do this. The costs are as followed: Small Items and products weighing up to 20KG: £15.00 Digital Pianos and heavy/bulky items (up to 45KG): £30 Digital Pianos and heavy/bulky items (over 45KG): £55 Acoustic Pianos: £300 Please note if we are swapping a digital piano and it is set up in your house you must have the piano boxed in its original packaging before we can initiate a swap.

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