FAQ's

How do I track my purchase?

After you have placed an order with us you will receive an order confirmation number via e-mail; this will identify your order in our system.  Within 2 to 3 business days of us receiving your payment (cleared funds) you will receive another e-mail notifying that your order has been sent.  For shipments within Australia this e-mail will contain an Australia Post eparcel tracking number. The Australia Post eparcel tracking number can then be used to track your order on the Internet via http://www.australiapost.com.au/track.

If you do not receive a shipment confirmation e-mail within 5 business days of payment being made then please contact us via sales@musicinstruments.com.au. 

 

 

How long will it take to receive my item?

Australia Post typically deliver items within Australia between 3 to 7 business days.  However in rare circumstances they can take longer.  If you have not received your item within 10 business days of the e-mail confirming shipment then please track your item with the Australia Post eparcel tracking number via http://www.australiapost.com.au/track.  Should you require additional information or assistance then contact us via sales@musicinstruments.com.au. 

 

 

How do I know if the item is in stock?

All items other than Willson Brass are kept in stock.  As Willson Brass are high quality professional instruments handmade to order from Switzerland a lead time applies; usually 2 to 5 months.  If you are interested in purchasing a Willson Brass instrument then please contact us via e-mail sales@musicinstruments.com.au and we can provide more information.

 

 

What are my shipping options within Australia?

We send via Australia Post for all items under 105cm in length.  Australia Post typically deliver items within Australia between 3 to 7 business days.  However in rare circumstances they can take longer. 

If you require your item sooner then we can arrange Express Post with Australia Post.  If you want this service then please contact us via e-mail sales@musicinstruments.com.au prior to purchase, let us know your address and what item(s) you are wanting to purchase.  We will then email you back the additional cost of Express Post.  If you accept the additional cost for the Express Post service then please confirm and pay the additional Express Post amount at the checkout.

 

 

What are my shipping options outside of Australia (international shipments)?

Please contact us via e-mail sale@musicinstruments.com.au prior to purchase, let us know your address and what item(s) you are wanting to purchase.  We will then e-mail back the shipping price which will include insurance (for countries that Australia Post insurer).  If you accept the shipping price then please confirm and pay the additional shipping costs at the checkout.

We send via Australia Post for all items under 105cm in length.  We will insure the item for countries that Australia Post allows insurance.  Whenever possible we will ask for a reference number and this number will be e-mailed to you when the item is shipped.

You may choose another method of shipping including UPS, FedEx, etc however you will need to organize and pay for this direct with your shipping company.  We will then have your item(s) available for collection by your shipping company.

Please note that you are responsible for any customs and duty charges along with any additional costs including brokerage that may apply for receiving items into your country.

 

 

I live in Perth, can I pick up?

Yes pick up by appointment can be arranged in Subiaco.  Payment is to be made and cleared prior to pick up or you can pay cash on pick up.

 

 

What are my payment options?

Credit Card:

We accept payment from Visa card and MasterCard.

 

PayPal:

We accept payment from PayPal.

 

PayPal lets anyone with an email address to securely, conveniently, and cost-effectively send and receive payments online using their bank account.  It is free to open and send money using a PayPal account.

 

Bank Transfer / Direct Deposit:

We accept payment direct to our bank account;

Account name:  Music Instruments

Bank name:        Commonwealth Bank

BSB:                     066 000

Account:             1136 6533

 

 

Please note, for Willson instrument purchases payment is to be made via Bank Transfer only. 

 

Do you offer a shipping discount if I buy more than one item?

Yes we can give a 25% discount off the total cost of postage when combining shipping on more than one item.  Please contact us via sales@musicinstruments.com.au tell us the items your are wanting to purchase and we will email back a gift certificate code to type in at the checkout for the 25% postage discount.

 

 

What is Music Instruments return policy?

All of our products are backed by a 30 day satisfaction guarantee.

If you are not happy with your purchase within the first 30 days of receiving your item then please contact us via sales@musicinstruments.com.au, re-pack your item and arrange return for replacement or refund.

When returning an item please use the original packaging and boxes to return the item to us.  Mark the postage label with "Return to Sender" and put back in the post to us.  

Returns are to be sent to:

Music Instruments

PO Box 700

Willetton WA 6955

Australia

If you received a damaged or defective product please contact us within 48 hours of receiving.

Our commitment is to ensure that you are completely satisfied with your purchase.

 

 

When will I receive my refund or replacement item?

Your return will be processed within 2 to 3 business days once it is received back.

Refund:

If you are returning for a refund then your refund will be paid in the same way as you originally paid for the item e.g. PayPal payments will be refunded via PayPal.  If you paid via cheque or money order then we will send a refund cheque.  We will notify you once the refund has been processed.

 

Replacement:

If returning for replacement then once the returned item is processed a replacement item will be sent in our next postal run.  We will notify you once the replacement item has been sent.