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Frequently Asked Questions

We have supplied the answers to some of the questions our customers regularly ask us below. Click the question to see the answer.
If you still cannot find the information you are looking for after reading this page, please feel free to get in touch with us using our Contact Page. A customer service representative will get back to you within 1-2 working days.

Delivery in the UK

How much is shipping to my address?

We offer free UK shipping on orders over £99. Exceptions may apply for extremely large items which we cannot deliver with our normal couriers. However, most items, even big items like drum kits and pianos, can ship FREE within the UK main zone.

Please note, orders that qualify for free delivery within the UK main zone may not qualify for free delivery within other UK delivery zones (i.e. postcodes considered to be remote areas).

For UK remote zones, international orders, and orders under £99, we calculate shipping based upon the weight of items your basket. Please see the tables below to get an idea of UK standard delivery costs.

Next Working Day Delivery (UK Main Zone)
Orders over £99 qualify for FREE UK next working day delivery
Weight Delivery Cost Additional costs
0-5 kg £4.99  
6-30 kg £6.99  
31-50 kg £7.99  
51+ kg £7.99 £0.50 per kilo above 50kg
Saturday or Sunday Delivery (UK Main Zone)
Order before 2pm Friday & get it Sat/ before 9am Sat & get it Sun of the same week
Weight Delivery Cost Additional costs
Any £9.99  
Next Working Day By Noon (UK Main Zone)
Weight Delivery Cost Additional costs
0-30 kg £7.99  
31-50 kg £9.99  
51+ kg £9.99 £0.30 per kilo above 50kg
Next Working Day (Northern Ireland)
Weight Delivery Cost Additional costs
0-30 kg £3.99  
31-50 kg £9.99  
51+ kg £14.99 £0.50 per kilo above 50kg
1-3 Day Delivery (Chargeable UK Remote Areas)
Weight Delivery Cost Additional costs
0-30 kg £9.99  
31-50 kg £19.99  
51+ kg £19.99 £0.35 per kilo above 50kg
List of UK Remote Postcodes
Chargeable remote areas: IM, KW, ZE

Free over £99: AB10 to AB16, AB21 to AB25, AB30 to AB39, AB41 to AB45, AB51 to AB56, BT1 to BT49, BT51 to BT58, BT60 to BT71, BT74 to BT82, BT92 to BT94, DD5, DD7 to DD11, EH43 to EH45, FK8, FK16 to FK21, IV1 to IV20, IV25, IV30 to IV32, IV36, IV63, KA4, KA6, KA16 to KA19, KW1 to KW3, KW5 to KW10, KW12, KW14, ML8 to ML12, PA23 to PA38, PA80, PH1 to PH13, PH15 to PH26, PH30 to PH35, PH49, PH50, SY15 to SY25, TD2 to TD11, TD13, TD14.

For more shipping and delivery information, please visit our Delivery Information Page.

Can I have my order delivered to an alternative address?

Yes, we can deliver to an alternative address for credit and debit card payments. However, for finance orders we MUST deliver to the billing address. We cannot make any exceptions to this.

For orders made using Paypal, the address you enter into the billing address field will be the address that we deliver to. This does not have to be the card/bank account billing address but we ask that you do use an address verified by Paypal to avoid delaying your order.

Which courier do you use for deliveries?

We use DPD or UPS for all UK deliveries with the exception of certain local deliveries, which we will make ourselves. We choose the best courier for the job based on the type of package and your location. All shipments are fully insured against loss/damage, are trackable online & require a signature from the recipient.

We use UPS for our international shipments.

How long will it take for my goods to arrive?

If we have your item/s in stock and you order before 2pm on a weekday or 9am on a Saturday/Sunday, your items should be with you the next working day for UK main zones deliveries, and within 1-3 working days for other zones. If you order after the cut off time, your order will be dispatched the following day for delivery on the next working day after that. For more detailed delivery information please see our Delivery Page.

What time of day will my goods be delivered?

Our couriers deliver between 9am and 6pm. However, in reality, the majority of deliveries are earlier in the day (because collections are made later in the day).

Please note: we are not able to specify a delivery time to our couriers. We can only tell you the day on which your order will be delivered.

Our couriers may attempt to advise you of a delivery window on the day of the delivery, however Andertons cannot guarantee this service.

How can I track my order?

You can track your order from the "My Account" page on our website. Please sign in and click on "My Orders" or if you are already signed in, click here to track an order now.

Can I reserve an item online and collect it from your store?

Yes you can. You just need to place a 10% deposit online to reserve a product for store collection. Please read our reserve & collect page to find out how to check out using Reserve and Collect.

European & International Orders

Do you ship outside of the UK?

How much is this product in my currency?

How much is shipping to my address?

What taxes will I be charged on goods bought from Andertons?

How long will it take for my goods to arrive?

How can I track my order?

Payment, Finance & Security

What payment methods do you accept online?

We accept all major credit and debit cards including Visa, Mastercard, American Express & Maestro/Solo. You can also check out using Paypal.

UK customers can also opt to pay using instant-decision online finance. We offer a range of finance options to help you spread the cost of large purchases including the option of applying for 0% interest finance on all orders over £300. All you have to do to apply for a loan is complete a form with some additional details and we will tell you instantly whether or not you are eligible for finance with If you are approved and you pay a deposit, your order will then be processed as normal. It only takes a few minutes longer than a normal credit card order!

All finance offers are subject to status. Please see our finance information page for more details.

Can I buy this product on finance?

Customers from the United Kingdom can apply for 0% finance on all orders totalling £300 or more. As long as your total basket comes to £300 or more, you can apply for finance!

We have a range of interest free and interest bearing finance packages to help you spread the cost of your order. Different finance packages apply to different products so use the dropdown on each product page to see the different finance deals for each product.

All finance offers are subject to status. Please see our finance information page for more details.

How do I earn loyalty points?

Every time you shop with Andertons you earn points. Shop in store, online or over the phone and you will earn 1 loyalty point for every pound you spend. Each point is worth 1p off your next purchase at Andertons.

How do I spend loyalty points?

To spend loyalty points online, simply add all the products you want to your basket and proceed through the checkout. Once you have logged in, you will be asked if you would like to spend any loyalty points you have. For more information, see our loyalty points page.

You can also spend loyalty points in store or over the phone.

How long do I have to spend my loyalty points?

As of 1st February 2016 you will have up to 3 years after the date of your transaction to spend the points earned on that transaction. After this date, the points for that transaction will expire. Any points earned before 1st February 2016 will be valid until 31st January 2019.

Please note: our loyalty points scheme first started in November 2009. Any purchases made prior to this date were not eligible to earn loyalty points.

How do I redeem a Gift Voucher?

Click the "Redeem a Gift Voucher" button on the basket page of the checkout and enter your Voucher code. This button will only appear if a Voucher code is available for the product/s in your basket.

Is it secure to shop on

Yes. All the data you send to us is encrypted and sent over the secure https:// protocol. Our site is SSL certified by Thawte. Look for a padlock symbol such as the ones below somewhere in your web browser. Most browsers will show you details of the security certificate upon clicking the symbol.

Stock/Product Information

Is this item in stock?

We show realtime stock levels on each product page on our website. This information is updated every 15 minutes 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, there is a link that says "What does this mean?". Click the link to see the latest stock information and locations for that product.

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 have do not 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.

Can you let me know when this item is back in stock?

Yes! We have a feature on our website that automatically e-mails you when a product you are interested in comes back into stock.

For products we regularly stock, click the "Receive an e-mail when back in stock" link on the product's page. Enter your e-mail address and we'll let you know as soon as we have stock.

For products that are special order only, you can still let us know you are interested in the product by clicking the "I'm interested in this product" link on the product page and entering your email address.

You'll only be able to register for these updates when a product is out of stock.

I have seen this product cheaper elsewhere. Can you match their price?

We aim to remain competitively priced on all the products we sell. However, of greater importance to us is offering you a high level of service which includes the advice and expertise of highly-trained product experts to assist with your purchase, a flexible, painless refund & exchange policy if the item you have purchased is not right for you, and after-sales support in case things go wrong.

That said, we will consider price matches on items if you find them cheaper at our UK competitors. To request a price match, click "seen a better price?" on the product page of the item you are enquiring about on our website.

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.

What is your product reviews policy?

We will publish both positive and negative reviews that are objective, inoffensive and provide useful information about a product to potential customers.

We will not publish reviews that do not offer useful information to potential customers. We will also reject reviews that are not focused on the product that is under review. Other reasons for rejecting a review may include the use of swearing in the review, politically-motivated or discriminatory statements and unqualified or unfair statements regarding a product, a manufacturer or Andertons Music Company.

In providing our customers with a product review service, our aim is to help our customers make informed choices and differentiate between similar products; not to pretend that every single product we sell is flawless! If you would like to write a review, please remain objective, factual and inoffensive; state your honest opinion and we will most likely publish your review.

If you would like to make a comment regarding Andertons' service, please use the contact form and not the product reviews form. We would like to ensure that all our customers are happy with their shopping experience at Andertons so if you have anything to say, be it praise or criticism, we would welcome your feedback so that we can continually offer you a high level of service.

My Account

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 a 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.

Online Order Process

I've placed my order. What happens now?

Some items on my order are out of stock. Can you ship me the items you have in stock straight away?

The item I have ordered has a long lead time. Can I just put down a deposit for now?

Refunds, Returns & Exchanges

What is your return/refund policy?

What is your exchange policy?

Do items bought from Andertons come with a warranty?

What is your repairs process?

Do Andertons arrange shipping and cover shipping costs for returns, exchanges or repairs?

Can I return my old electrical items under the WEEE Scheme?

Website Questions

Something is not working on the Andertons website, what should I do?

I have found an error / mistake / wrong picture on your website, what should I do?

Other Frequently Asked Questions

How do I send you feedback on your products or services?

How do I unsubscribe from your mailing list?