FAQs

FAQs

I'm looking at my order on your site and it's not shown as shipped.

If you created an account with us and signed up for email or text alerts then you will have received confirmation of your order being shipped. Our system does send an automatic email when we ship. Check your spam box to check if the email has landed there.

It's been 2 weeks and my order hasn't arrived

Please be patient, if we have shipped it, then it will make it to you.

My order has been shipped but hasn't arrived. Can I cancel and get a refund?

If your order has been shipped then we can only offer a refund if you send the goods back to us and they have been received in good condition.

When did you send my order out?

We process orders as follows::

Monday - Orders before 2:30pm, plus Friday orders after 2:30pm. Saturday and Sunday orders

Tuesday - Orders before 2:30pm plus Monday orders placed after 2:30pm

Wednesday - Orders before 2:30pm plus Tuesday orders placed after 2:30pm

Thursday - Orders before 2:30pm plus Wednesday orders placed after 2:30pm

Friday - Orders before 2:30pm plus Thursday orders placed after 2:30pm

Saturday - No orders processed (See Monday)

Sunday - No orders processed (See Monday)

Where are you located?

Starter Music is the online arm of a retail music business.  We are located in the South of England, with branches in Kent and Surrey.  We operate Starter Music from both locations and provide discounted sheet music for beginner musicians.

Where do you source your products?

Our sheet music is supplied by well known UK and European Sheet music publishers, including the likes of OUP, Faber, Hal-Leonard, Boosey & Hawkes to name a few.  

What is the returns policy?

We have a returns policy posted on our home page - however, we require notification by email up to 14 days after the purchase was made, and that the products is returned within 14 days of that date.  Depending on the circumstances, we will refund the item within 14 days of return.

How do I get in touch with you?

We provide Customer Support exclusively through our email channel.  We will look to expand this to telephone at some point in the future.

What do I do if I never received my order?

Send us an email in the first instance, quoting your name and order number.  We will then look into the order and get back to you straight away.

When will I receive my order?

We send our sheet music Bundles and orders over the value of £10 for free, with Royal Mail second class post.  If your order is of a value below £10 then we charge a £2 second class postage fee. 

Do you ship Internationally?

We currently only ship to the UK.