Delivery and Delivery Charges

Standard UK delivery is FREE on all online orders except for the Kawai CA95 and Kawai CS10 where a premium delivery charge is made (see below).

Free delivery is only available for online purchases for customers with standard addresses in mainland UK.  It does not apply to in-store delivery charges.

We reserve the right to amend or withdraw this offer without prior notification.

Delivery costs apply to non-standard UK addresses and the premium delivery service.  For actual charges, either phone our office on 01225 427 961 or place your order as normal and we will contact you.

The Free Delivery is only a ship-to-address service and does not include unboxing or assembly. Our delivery team will only deliver to the front door of the address provided and will not take the item up stairs or into specific rooms.  If you would like to find out more about this service please call our Customer Care Team on 01225 427 961.

Non-standard UK addresses include, but are not limited to:

1. Northern Ireland
2. Republic of Ireland
3. Channel Islands
4. Scottish Highlands & Islands
5. Isle of Man
6. Isle of Wight

Premium Delivery Service

1. Delivery of Kawai CA95 and CS10 models will be made using the premium delivery service.  These models are pre-assembled and contain a soundboard, similar to an acoustic piano.  For this reason, they require delivery by expert piano removers to reduce the risk of damage during transit.  
2. Two professional movers will make the delivery.  
3. The piano will be delivered unboxed to the ground floor of the delivery address.
4. There is an additional cost of this premium delivery service of £50

Delivery Times

If you want to arrange a specific delivery date, please contact our office. We will do our best to try and accommodate any requests.

Delivery Address

You can have your piano delivered to a different address to the billing address by providing the information at the checkout.  Please note that we make several security checks to protect ourselves against fraud and reserve the right to refuse to deliver to alternate this address should we not be able to verify it.  We will contact you should we encounter any problems.

Delivery Method

Most items are shipped by our preferred Courier TNT (excluding pianos delivered by the premium delivery service). The piano will need to be signed for on delivery.

You must make sure you sign for your goods as ‘unchecked’.  All orders are fully insured against loss or damage whilst in transit.  In the unlikely event that the product has been damaged in transit, you must inform us within two working days.  

A condition of purchase is that you agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

If you are not in when delivery is attempted, the courier company will leave a card with details of the delivery and contact number for you to arrange re-delivery.  The card will also include details of a local collection point.

Overseas Deliveries

We do not currently provide a delivery service to overseas addresses.

Returns

For online purchases, your rights to return goods are protected under the Distance Selling Directive.

If you are not completely satisfied with your online purchase, simply return it (except for Kawai CA95 and CS10 models) by an insured delivery method with all packaging intact and it in its original condition within 14 days of receipt, and we’ll gladly exchange it, offer you a different product of equal value, or give you a full refund.

Before returning any equipment, you must contact our Customer Care Team for a Returns Number and our returns delivery address. Items returned without a valid returns number will be rejected. Refunds are made within 30 days. Please note that we can arrange the collection and return of goods in this instance but these additional costs must be paid for by the customer.

If you wish to return a Kawai CA95 or CS10 model, please contact our Customer Care Team who will advise you how to do this.  Please note that there will be an ‘at cost’ charge.

All products are supplied with the standard warranty from the manufacturer.  In the unlikely event that goods fail within the warranty period, please contact our office so that we can liaise with yourselves and the manufacturer to resolve the problem.  This may require you to return the goods to us.  All associated delivery costs, including return of the item, are payable by you.

For certain products, we may offer to arrange collection on your behalf.  In such circumstances, you will be responsible to pay the costs of such collection.  We will let you know what these costs are before collection is agreed.