Shipping and Delivery
Real Time Stock Control and Dynamic Delivery Options
Rich Tone Music displays delivery timescales and options that will vary based on the contents of the shopping basket. This is presented by a calendar to choose a preferred delivery date, and a list of courier services.
Approximate Delivery Schedule (UK Mainland only)
For items dispatched on DPD or UPS Courier. Order by 2pm on a weekday and in stock items will dispatch the very same day.
Assuming a next working day delivery service is selected at checkout, this item would then arrive the next working day.
So order by 2pm Monday for delivery Tuesday.
Order by 2pm Friday for delivery Monday – the next working day.
In Stock Items dispatched on Royal Mail normally arrive within 3-5 Days on our standard service. If you need items quicker, upgrade options may be presented to you on check out.
Exceptions to the Rule
Scotland – areas north of Glasgow, Highlands, Aberdeenshire, Dundee, Inverness and remote border areas are classed as extended delivery areas and will normally take 2 working days.
Northern Ireland, Remote, and Offshore Island Locations in the UK – usually a 2 working day service.
Republic of Ireland – usually a 2 working day service.
Tracking – Specific tracking information will be provided when the item is dispatched.
Bank Holidays – should not be counted as working days – the checkout calendar will not allow delivery to be made on these days.
Saturday and Sunday Delivery
Saturday Delivery is available to many UK locations at additional cost and will be displayed in on our checkout page if available for your item.
The cut off time for this is 2pm on Friday.
We use UPS or DPD for as many items as possible – Guitars, Basses, Acoustics, FX, Amps, PA etc etc. These carriers offer excellent tracking facilities across most of the world.
For smaller items and accessories: cables, straps and other misc accessories, we will use Royal Mail standard mail.
Alternative Billing/Delivery Addresses
When paying by Debit/Credit card via our web site you may be presented with an option to have products shipped to an alternative delivery address during checkout.
We have a range of security checks in place to allow us to offer this service, and for the most part is a totally seamless service. As part of these checks however, we may occasionally contact you to verify some details before dispatching any goods. In extremely rare circumstances, we may cancel an order that hasn’t met our fraud screening requirements.
We cannot cater for separate delivery addresses for orders placed with card over the telephone. Our customer services staff will refer you back to the web site to place an order and allow the relevant card security checks to take place. These cannot be done “offline”
PayPal require us to deliver to the PayPal registered address. We are unable to ship PayPal orders to any other location.
Finance Orders can not have a separate delivery address. This is a stipulation from the finance providers.
Reserve and Collect
Using the reserve and collect option on the basket page is by far the best way to collect items in store. We ask for a 10% deposit to secure the item on our real time stock system.
The remaining balance can then be paid in store when you collect the item.
We will contact you when the item is ready for collection. Items may need to transferred from our external warehouse so please don’t travel until we have contacted you.
It is not possible to pay in full for an item over the phone or the web site for collection in store. This is outside card scheme rules.
Please Note: We will reserve your item for 14 calendar days from when you have placed your order. If not collected within 14 days, we will return the item to our stock.
Receipt of Goods – Tracking – What if I am not in?
DPD and UPS offer tracking services via email and in some instances SMS and via their own mobile apps.
If you are not in at the first attempt, both couriers will try again. UPS try to up to 3 times on consecutive working days. If you miss delivery or need to arrange a different day, this will need to be done with the courier directly. The best way is to follow the instructions on the tracking emails from the courier. Alternatively you can phone the courier and provide them with your tracking number.
Receipt of Goods – Heavy Items such as Pianos
Heavy items (large digital pianos being a good example) have 2 potential delivery methods.
Firstly, a basic courier service will deliver to your door only. They will not (usually) take an item indoors for you.
Where clearly indicated during checkout, specialised Piano delivery services may be offered including placement and set up in a chosen room, and removal of packaging etc.
Timing of delivery
Deliveries will generally be made during business hours of 9-5pm unless an explicit option is available and chosen during check out. Tracking information from couriers may provide more detailed and specific timings (especially DPD).