At Andertons Music Co. we want to make it as easy as possible for you to find what you're after. In over 50 years we've had a fair few questions, so we've compiled some of the most common for you here.
Guildford Store Closure & Online Order Update 26/03/20
To mitigate possible spread of Coronavirus and to protect the well-being of customers and staff, our Guildford store will be closed starting from 23rd of March until further notice. Our customer service team and online business is still fully operational, but Click and Collect, Repair and all other in-store services will be suspended until further notice.
Online Orders & Shipping
Due to staff shortages and safety measures, online orders are currently subject to a processing time of 1-2 days. We are doing everything we can to process orders in a timely manner while ensuring the safety of you, our customers, and our staff.
Customer Service Enquiries
Our Customer Service team is still on-hand to answer your questions, but due to high volume of enquiries, you may experience longer response times than usual. We ask that you remain patient during this trying time, and either email us or make use of our Help Centre for any questions you may have. We aim to respond to every enquiry as fast as we possibly can!
For more detailed information on our response to Coronavirus, please click here.
What payment methods do you accept?
We accept all major credit and debit cards including Mastercard, Visa, American Express and Maestro. We also accept PayPal and we use V12 Finance to help you spread the cost of your purchases. Click here to find out more about our finance options.
Can I specify a day for delivery?
Yes – dependent on stock. Simply select your preferred delivery day during the checkout process. Click here to find out more about our delivery options.
Can I collect my order in store?
CORONAVIRUS UPDATE 24/03/20: please note that Click and Collect has been suspended until further notice due to store closure. For more information on our response to the Coronavirus pandemic, please click here.
Yes – dependent on stock. Simply choose Click & Collect during the checkout process. Click here to find out more about Click & Collect.
When will I receive my order?
As long as we have your item(s) in stock and ordered before 12pm, we offer next working day delivery. Please check the stock status of your product on the product page for a more accurate estimate. Click here to find out more about our delivery options.
What should I do if there is an issue with my item(s) or order?
In the unlikely event that there’s a problem with your purchase, please don’t hesitate to contact us.
What if I have ordered the wrong Item or want to cancel my order?
If you’ve made an error or wish to cancel your order, please contact us as soon as possible.
What do I do if I need to return an item for exchange or refund?
We offer flexible and stress-free returns, repairs and exchanges. Return an item within 14 days in new condition and get a full refund (conditions and exceptions apply, please click here for more information).
How can I find out about new and upcoming products?
Do I need to create an account to shop with Andertons?
No. We offer a quick checkout option so you can add products to your basket and check out without creating an Andertons account. Simply click "checkout as guest" when prompted and fill in your details to place an order.
We will create an account on your behalf the first time that you check out. Your password will be sent to you with your order confirmation e-mail. We will then be able to send you order updates, and to award you with loyalty points for your purchase.
I have forgotten my password / I never received my password
If you did not receive our initial e-mail containing your log in information, or if you have forgotten your password, please fill in your e-mail address on this page. We will then send you instructions to reset your password. If you still do not receive your password, please check you junk e-mail folder and contact us.
How do I change the address or contact details on my account?
In order to change your details on our system log in to your account then click on My Details. From here you can update your addresses, telephone number and other information we have on our record for you. Click on edit to make changes and when you've finished editing simply click the Save My Details button at the bottom of the page to save all your changes.If you have any further problems or questions contact us.
At Andertons Music Co. we take your privacy very seriously. Click here to find out more.
Terms & Conditions
For our full Terms & Conditions click here.
Fancy a career with one of the most exciting brands in the UK?
Working at Andertons Music Co. is an exciting and unique experience. Whether you find a place in the shop, warehouse, admin or marketing, you can be a part of the fastest growing music shop and e-commerce business in the UK! Click here to find out more!
Is this item in stock?
We show real-time stock levels on each product page on our website, so if our website says we have something in stock - we do!
Can I come and try this item in your store?
If it is in stock then yes! Even when items are at our Guildford warehouse, it only takes 30-40 minutes for us to get items delivered to the store for you to try them out.
We now provide detailed stock information online, including whether stock is at our Guildford store, online warehouse or at our Guildford warehouse. When you are viewing a product webpage on our site, directly beneath the stock information you will see information on the stock’s location.
Unfortunately, if an item is indicated to be ONLY at our online warehouse we won't be able to get it to the store on the same day. In this case, please contact us for any requests before making your trip.
When will this item be back in stock?
If we have already ordered the product from our suppliers, we will show an estimated time of arrival on the product page of our website. The date given is only an estimate, but we do ask our suppliers for updates every couple of days, so the date given on this page should be approximately correct.
Some suppliers including Gibson/Epiphone do not give us ETAs, so any estimate will simply be our best guess.
If we don’t have the product on order with our suppliers, we can still estimate a date of arrival for you. Some suppliers tell us their stock levels, and if they do, our product page will let you know this. If the supplier has stock of the product, we can normally get the item to you in a matter of days.
Finally, if we do not know whether our supplier has the product in stock, we show a generic supplier lead time. This is the time that it normally takes for this particular supplier to send us stock, based upon previous experience. This lead time is only an estimate.
There is no estimated arrival date for this item. When will it be in stock?
If there is no estimated arrival date for an item that means we do not have any reliable stock information from our supplier to be able to estimate a delivery date.
We can special order items from our suppliers for you. The lead time on special order items varies from supplier to supplier. We will display the typical lead time for the item on the product's page on our website. This lead time represents the amount of time it normally takes for a supplier to send us stock and is not a guarantee that we will be able to source an item for you within this time period.
I have seen this product cheaper elsewhere. Can you match their price?
Here at Andertons we're constantly monitoring our prices and aim to remain competitively priced on all the products we sell. That being said, we will consider price matches on items if you find them cheaper with one of our UK competitors. Please take into account that we assess all price match requests on a case-by-case basis, we cannot guarantee to match the price you’ve seen but we are more than happy to provide you with our best possible price.
When making your next purchase please consider that it is of great importance to us to offer a high level of service to our customers which includes the following:
- 14 day refund policy & 30 day exchange policy if you're unhappy with your purchase.
- One year warranty as standard on all new products.
- We pay for the collection of faulty goods from your door within the UK.
- Dedicated product experts to assist and inform your purchases.
- The opportunity to try thousands of products in store before you buy.
- Dedicated repairs team for efficient repairs when things go wrong.
- Web and store prices are always the same.
- We offer loyalty points for every item, worth money off your next purchase.
To request a price match, click "SEEN A BETTER PRICE?" on the product page of the item you are enquiring about on our website and we will endeavor to get back to you within 24 hours (and often before!). We look forward to hearing from you.
WARNING: European price matches
Seen a good price on a European website? Please note: most of these sites will charge you in Euros and the £GBP prices shown are, at best, a rough guide. Most of the European sites we know of do not include credit card currency exchange fees in their prices, and as such the actual £GBP price you pay is often 3-4% more than the price they show! Please consider this before making your purchase.
I want an item that is not on your website - can you get it for me?
Quite possibly, yes. If we deal with the supplier of your product, and the product is current (not discontinued), we can probably get it for you! Just contact us to find out.
We do not deal with every single music supplier but you can take a look at our brands page to get some idea of which brands we regularly sell.
Are your online prices the same as your in-store prices?
Yes! The price you see online is the price you would pay in store and vice versa. We don't differentiate between our web, store or telephone customers and aim to deliver the same high quality service to everyone, regardless of how you prefer to shop.
At Andertons Music Co. we offer a wide range of repairs, setups & upgrades click here to find out what we can do for you.
Returns, Refunds & Exchanges
For details on our returns, refunds & exhanges policy click here.
Andertons Music Co. is the best place to buy second hand gear. To find out why click here to read our Second Hand FAQs.
We offer free shipping on orders over £99 and competitive rates across the UK. Click here to find out more about our delivery policy.
Andertons Music Co. ships to most countries within the EU and a selection of other international nations. To find out if we can ship to you click here.
At Andertons Music Co. we firmly believe in getting the right equipment in the hands of the right musician without any barriers to creativity. We want to make it as easy as possible for you to get hold of the gear you want and start playing, now! Click here to find out more about our awesome finance packages.