Delivery Information
Click here for delivery information based on your purchase.
International shipping
Presently, we offer free shipping to the UK mainland only. This does not include the Channel Islands or Scottish Highlands. International shipping may be available – please contact us with your request and we’ll be happy to quote you.
Delivery to any non-UK mainland address may incur an additional surcharge. Again, please contact us for a quote, as any non-UK mainland postcodes entered at the checkout stage will not be accepted.
Important notes about receiving your courier delivery
Someone will need to be present at the delivery address to sign for the goods. Please note that whilst we can ask that the driver contacts you on approach, we can make no assurances they will do so thus we are not able to be specific about the exact delivery time. Standard week-day courier deliveries are made between 8am and 8pm.
Our courier will try and deliver your parcel(s) twice. After a second failed attempt, your goods will be returned to our warehouse. If you would like us to try and deliver them again, we will charge the delivery charges associated with your order again. You may also choose to collect your parcel(s) from our retail store. If you choose our courier delivery/flat pack delivery method, please be aware that with larger items such as digital pianos, the courier is not contracted to carry them up any steps or stairs.
If there are stairs leading to the front door of the delivery address, or you live in an apartment that is not on pavement level, it is your responsibility to arrange transportation from the pavement level to the delivery address. In this instance, the delivery driver may, at their own discretion assist you in carrying the parcels to the delivery address, but they are not contracted nor obliged to do so.
Orders placed using our finance options may take longer than the delivery times quoted above because we cannot dispatch goods until the completed finance application and relevant information has been returned to us.
Non-courier delivery with the ePianos team
If we are arranging delivery and/or collection with our own in-house delivery team, then we’ll be sure to get in touch to discuss the process with you once you have placed your order.
We aim to deliver within 28 days, though we typically achieve this much sooner. We’ll keep you regularly updated with options to arrive at a mutually-convenient day and tw-hour time window to visit you.
When arranging a visit from our expert team, we’ll ask a number of questions regarding access. Please ensure you are as thorough and accurate in your description as possible, as we may retain any delivery fees should our team not have clear and safe access to deliver/collect.
Please see our delivery rates below:
| Distance | Surcharge (excludes £75/flight of stairs) |
|---|---|
| 0 – 50mi | £50 (£100 if inside M25) |
| > 50mi – 100mi | £75 |
| > 100mi – 150mi | £99 |
| > 150mi – 200mi | £125 |
| > 200mi – 250mi | £149 |
| > 250mi – 300mi | £175 |
| > 300mi – 350mi | £199 |
| > 350mi – 400mi | £225 |
| > 400mi – 450mi | £249 |
| Non Mainland (IOM, IOW etc) | Range + Ferry Charges |
Returns and Warranties
Faulty goods
If your item develops a fault, please contact us as soon as possible so we can advise on the next steps.
Where the fault is covered by your statutory rights or a valid warranty, we will arrange an appropriate remedy and, where applicable, cover any reasonable costs associated with that remedy.
This may include arranging a return, repair, replacement, engineer visit, or another appropriate solution depending on the item and the nature of the fault.
For larger instruments, such as digital pianos and home organs, we may arrange for an engineer to visit you where this is appropriate and more practical than returning the instrument for inspection or repair
.
Please note that warranties usually cover manufacturing defects that occur under normal use. They do not cover faults caused by misuse, accidental damage, neglect, incorrect assembly, unsuitable storage, unauthorised repairs, or general wear and tear. If an item is reported as faulty but, following inspection, no fault is found, or the issue is found to have been caused by misuse, accidental damage, neglect, unauthorised modification, environmental factors, or another non-warranty reason, we reserve the right to recover any reasonable costs incurred
. This may include collection, inspection, engineer call-out, repair or return delivery costs.
Where a fault is reported, we may ask you to provide photographs, video or other information to help us assess the issue. Failure to provide reasonable information requested to assess a reported fault may delay the handling of a warranty or statutory claim.
Some minor issues can be resolved remotely or by a simple adjustment, and we will advise you where this is safe and appropriate.
Please do not attempt any repair, adjustment, lubrication or use of sprays unless we have specifically advised you to do so. If an attempted repair or adjustment causes further damage, this may affect your warranty or statutory claim.
Where the issue is covered by your statutory rights or a valid warranty, we will provide an appropriate remedy in accordance with applicable consumer legislation and warranty terms. Remedies may include advice, repair, replacement, collection, engineer attendance, price reduction or refund, depending on the circumstances.
Nothing in this policy affects your statutory rights.
Refunds
Please ensure that you retain proof of posting or collection for any item returned to us. Alternatively, ePianos may be able to arrange collection on your behalf. Where goods are being returned because you have changed your mind, you are responsible for the direct cost of returning the goods to us, including any collection arranged by ePianos.
You must take reasonable care of the goods whilst they are in your possession. Where possible, goods should be returned complete with all supplied accessories, manuals, cables and original packaging. If the original packaging is no longer available, the goods must be securely and appropriately packed to protect them during transit. You are responsible for ensuring that returned goods are packaged adequately to prevent damage in transit.
Where the Consumer Contracts Regulations apply, we will issue any refund due within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been sent back, whichever occurs first.
If you cancel an order under the Consumer Contracts Regulations, we will refund the price paid for the goods together with the cost of our standard outbound delivery service, where applicable. If you selected a more expensive delivery option, we will refund no more than the equivalent cost of our standard delivery service. The cost of returning goods remains your responsibility unless the goods are faulty, not as described, or your statutory rights provide otherwise.
We reserve the right to make a deduction from any refund where the value of the goods has been diminished as a result of handling beyond what is necessary to establish their nature, characteristics and functioning. Deductions may also be made where accessories, manuals, cables or packaging are missing, incomplete or damaged, or where the goods are returned in a condition that reduces their resale value. Any deduction will reflect the actual reduction in value of the goods.
ePianos is happy to provide advice before purchase. However, it remains your responsibility to ensure that the goods you order are suitable for your requirements, including checking specifications, dimensions, finishes, compatibility and any installation requirements. If you are unsure whether a product is suitable, please contact us before placing your order. This does not affect your statutory rights where goods are faulty, not as described, or not fit for purpose.
Digital downloads and other digital content supplied electronically are non-refundable once access to the content has begun, provided you have expressly consented to immediate supply and acknowledged that your right to cancel will be lost. This does not affect your statutory rights in relation to faulty digital content.
Digital content supplied on physical media, including DVDs, CDs and USB devices, may not be eligible for return once any security seal has been broken or the original packaging has been opened, unless the item is faulty or your statutory rights provide otherwise.
Goods purchased from ePianos are not sold on a trial, approval or sale-or-return basis. However, this does not affect any statutory rights that may apply, including cancellation rights available for qualifying online, telephone or other distance sales.
Purchases made in our showroom are not covered by the cancellation rights provided under the Consumer Contracts Regulations. Unless goods are faulty, misdescribed, or otherwise subject to statutory consumer rights, customers do not have an automatic right to return goods purchased in-store. Any return, exchange, store credit or refund offered on unwanted goods purchased in-store is entirely at the discretion of ePianos. Where we agree to accept the return of unwanted goods purchased in-store, we reserve the right to make deductions to reflect costs incurred, collection charges, preparation costs, administration costs, or any reduction in the value of the goods.
Please note that all returns are subject to our Terms and Conditions.
Nothing in this policy affects your statutory rights.
