tnt-logo2At Heritage Music we not only understand the need to get your goods to you as efficiently as possible but also the importance of informing our customers of what to expect prior to placing an order.

Shipping Charges

Where multiple items are ordered the charge is calculated based on the combined weight/volumetric weight of the items purchased. The total shipping charge is clearly stated at checkout prior to a proceeding to payment..

Due to the complex nature of parcel delivery and the multiple tiers the Royal Mail now has, Heritage Music reserve the right to charge extra shipping if it is found that the quoted price is totally inappropriate. At the same time if the charge you have paid far exceeds the actual cost, we will issue a refund for the difference.

UK mainland Delivery

We aim to ship all of our orders within 48 hours of receipt (excluding weekends). Orders placed on a Saturday, Sunday or Bank Holiday will be shipped the next working day. An e-mail will be sent as soon as you order is ‘picked up’ and then again on dispatch.

You will be notified as soon as possible should we be unable to dispatch all items and what the expected delay will be.

Smaller parcels are sent via Royal Mail which generally arrives within 1-3 working days. Due to the high occurrence of parcels ‘not arriving’ we now send all parcels worth over £30 by tracked delivery.

Larger items are sent by TNT or UPS 24 hour delivery. If you are not in when they attempt delivery they will leave a card to arrange the delivery for another day. Alternatively, you can arrange to collect this from your local depot. They will make three attempts before returning the parcel to us. If this is the case we will have to charge you for a re-delivery.

Items which cannot go by TNT for example an upright piano we will quote and arrange on a case by case basis.

Offshore/Channel Islands, Scottish Highlands and Northern Ireland

Our website cannot unfortunately distinguish when a UK postcode is located in Northern Ireland, in the Scottish Highlands or one of the offshore/Channel islands. Postage by Royal Mail to these areas is unaffected but we reserve the right to request payment of further carriage charges for large items where we are charged a surcharge by our suppliers to these areas.

International Delivery

Given the diverse sizes and weight of 2000 products and the incredibly complicated workings of carriers, there may be occasions when the carriage quoted on our website is insufficient and we reserve the right to request a further payment. If, on the other hand, we find we can ship a lot cheaper than actually paid, we will of course refund the difference


Should you need to return anything to us we aim to make the process as quick and easy as possible.

Correct goods but changed my mind

Heritage Music has a 14 day return period should you already have received goods but no longer want them or you prefer a different model or colour and wish to exchange it. Please e-mail us initially with your intention detailing what you would like to do. The goods must be in as new condition and returned at your cost in the original boxed condition, and securely packaged. We advise sending via a tracked secure carrier to ensure you have proof that your parcel has reached us safely.

Your goods must be returned to:
Returns Department
Heritage Music
Unit 15
Beaumont Close
OX16 1TG

Please note:
Special order items and ALL music books or opened CD’s cannot be returned for a credit/refund or exchange. We will not be responsible for any damage incurred to the goods while in transit back to us so please ensure the goods are well packaged. An admin fee may be charged if the goods are not returned back to us in their original, unused condition. Any original delivery charges will not be refunded.

If an instrument correctly supplied has been upgraded in any respect (e.g. better strings or tailpiece fitted) and is subsequently returned by the customer, a 10% re-stocking fee will be charged to return the instrument back to its original form. This will be deducted from the refund.

Goods Damaged in Transit

All goods must be inspected on receipt and any damage or shortage reported to us within 48 hours.

Please e-mail us immediately if anything arrives damaged, providing us with as much information as possible including photos if appropriate and possible. Our sales team will advise you on how to proceed depending on the instrument and the nature of the damage. We may choose to replace the item without requiring the damaged one back or we may arrange collection.

Any goods that are reported as damaged in transit more than 48 hours after delivery will need to be returned back to us at the customers’ expense for assessment before a replacement is offered.