Delivery
We will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.
You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the Products directly to a friend, a relative, or to your place of work.
Delivery will be made as soon as possible and usually within 10 working days of receipt of your order. We only process and dispatch orders during our working hours of 0800-1800 Monday to Friday timescales. All delivery and dispatch timescales quoted on the website do not include weekends.
We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries. Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. .
Some postal addresses outside of mainland UK may not be covered by our normal delivery services in which case we will have to contact you to advise you of extra postal charges.
If you do not receive Products ordered by you within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us by email at of the problem within 28 days of the date on which you ordered the Products.
The majority of our products are dispatched Hermes tracked. In the event that you have not received your items, we advise you to check with your local sorting office even if you have not received notification from your courier that they are holding items for you.
In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Hermes, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.
We reserve the right to wait up to 10 working days from the date of dispatch before replacing an undelivered item.
Delivery
Delivery is available Monday to Friday, except bank holidays for products where stated.
(a) If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place, if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done.
(b)Our carriers will normally deliver your parcel between 8am and 8pm but certain carriers may deliver later; unfortunately we cannot give you a more specific delivery time than this.
(c) From Monday to Friday, orders must be placed by the specified cut off period to ensure the allocated time of working days.
(d) A signature may be required on receipt.
(e) Orders placed on a Saturday/Sunday will be processed Monday.
(f) Unfortunately we can not deliver on a bank holiday. In this instance please expect your delivery on the next working day.
(g) If the parcel can't be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you can pick it up.
Order Cancellations
For most items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to certain items which we have made, personalised or customised specifically for you.
Order cancellations must quote your order number and be made in writing, within 7 working days beginning the day after the day on which the item is delivered.
If you wish to cancel your order you can notify us by or by telephone 07814662298 before we have dispatched the goods to the delivery address.
Where goods have already been dispatched to you, the goods must be returned to us in accordance with the 'Returns and exchange' section below.
Please note: In order to provide a fast service some products are immediately sent for production. Please check your order on screen and the confirmation email carefully as we cannot refund products which have been mis-spelt.
We reserve the right to cancel your order at any time and issue a full refund.
The provisions of this clause do not affect your statutory rights.
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Returns and exchange
Only if you have damaged or defect goods, simply return them to us at any time within 14 working days of receipt. If goods are returned within 7 working days of receipt we will issue a full refund including postage and packaging, or an exchange. After 7 working days we will refund the cost of the order minus the postage and packaging charge paid. The costs of returning goods to us shall be borne by you.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back to using a delivery service that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.
Your rights to return the goods to us will not apply in the following circumstances:
-Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
- If you have made a spelling mistake on your order and it has been sent for production.
If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us. You can contact our Customer Service department for a freepost returns address.
The item(s) must be returned in the condition in which you received it within 14 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.
We regret that postage and packing costs for returned items cannot be refunded after 7 working days from when the order was delivered.
Please note:
• You have a duty to return the item to us and the cost of doing so is your responsibility, except if the item is faulty or does not comply with the contract.
• The parcel can take up to 10 working days to be returned to our production facility, unless sent via special delivery.
Discounts
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights.
The address for returns is:
Nottingham Pianos
B7 Bulwell Business Centre
Pottery Way
Nottingham
NG6 8GN