We aim to despatch all orders within one working day of being received. Our main delivery providers are UK Royal Mail, and Parcelforce Worldwide. We do also occasionally use other services at the customer’s own request and expense.
All products purchased within the United Kingdom are delivered free of charge using Royal Mail First Class post. Customers also have the option of purchasing a tracked service for UK items.
For products purchased outside of the UK the default shipping option is the Royal Mail International Standard service, but please note this is not a tracked service. We do recommend that customers take the option of using the Royal Mail International Tracked service which records the location of the shipment as it passes through the delivery process. Shipping fees are payable with both options and these will be indicated in the checkout process.
Estimated times of delivery may be given in the Order/Check Out process and it should be borne in mind that these are simply general indications of timing and subject to change and local conditions. The various levels of delivery service and costs are also provided in the Order/Check Out process. Customers will be able to change their orders and delivery requirements prior to finally committing to the purchase. An Order Confirmation will be sent by email or by text message once the order is placed.
Where our delivery agents have made unsuccessful attempts to deliver your package, it may be returned to us, and you will be credited with the cost of the goods, but not the shipping charges.
We welcome enquiries about our products from all over the world and will always try to fulfil customer requirements. When we deliver to countries outside of the United Kingdom and during the transition period outside of the European Union/European Economic Area, then that shipping will always be done ‘Delivered Duty Unpaid’ (DDU). This means that customers will have the responsibility to pay any import duties and other taxes imposed in respect of their purchase by their country’s revenue authorities.
It is the customer's own responsibility to ensure that their country's import authorities allow the importation of the products purchased. We will not make any reimbursement where they do not. We will only process claims for non-delivery outside the United Kingdom where the customer has used a tracked shipping service for their purchase.
Returns and Refunds
Steiner Music Ltd goes beyond the statutory requirement of 14 days and operates a 30-day return policy. Unfortunately, if 30 days have passed since your purchase, we will be unable to offer you a refund or exchange.
Nothing in this Returns and Refunds Policy shall affect your statutory rights in relation to faulty or wrongly described goods. The law of the United Kingdom governs this Returns and Refunds Policy.
To be eligible for a return, the item must be unused, without signs of wear and tear, in a saleable condition and preferably in its original packaging with all labels still attached. In cases where goods are returned for refund and they are found to be diminished in value through the action of the customer then we reserve the right to seek compensation.
Please note that rights of return are to be considered forfeited if the goods are ‘custom made’ to the customers own specifications. This also applies to goods we consider under the headings of ‘Consumables’ and ‘Hygienic’ such as brushes, swabs, and reeds. Gift cards are also non-returnable.
To initiate the cancellation of an order, or a return then please notify us by email (email@example.com) and await our response. Returns must be authorised by e-mail before you send them back to us. This is to ensure correct tracking of the goods and any refunds or replacements that may be given. In the case of returned goods, customers must bear the cost of the return including insurance and proof of delivery service. Depending on the circumstances we may not require the return before making a refund. This will be at our discretion.
Reasonable care must be taken in returning goods. Items should be well padded and wrapped. Failure to do that may result in damage to the item and we cannot be held responsible for that.
Once your return is received and inspected, we will send you an email to acknowledge that. We will also notify you of the approval or rejection of your refund. Refunds will be processed, and a credit automatically applied to your credit cared or original method of payment as soon as possible.
If you believe a refund to be missing or late then please contact your bank or credit card company. It often takes them a considerable time to process and post refunds to an account. If having done all of that without success, then please contact us by email (firstname.lastname@example.org).
Our Commitment to Your Privacy
Our Commitment To Your Privacy
Steiner Music is committed to the protection of online data. It will always respect the rights of its customers and take the expectations of all its website visitors into account. The protection of your personal information is paramount for Steiner Music. The decision whether or not to supply this information on a voluntary basis e.g. during registration, rests solely with the customer.
Steiner Music will never sell customer information including usernames and e-mail addresses to third parties, or market it in any other way. Steiner Music will only store and process personal information to the extent required in order to fulfil existing contractual and legal obligations to customers. This may involve passing on information required to process and deliver customer orders to third party delivery services. We do not store or intend to store financial details, including credit card and debit card numbers. We do not send random marketing emails to personal email addresses (spam). We conform to the requirements of the UK Data Protection Act, 1998.
Registration and consent to receive information
Steiner Music will always seek its customers express consent in advance in relation to informing them about current promotions normally in the form of an e-mail newsletter three or four times a year. This consent is sought at registration. That consent may be revoked at any time without following a particular form. Please use the details on our Contact Information page. If customers revoke their consent, we will cease using their information for the specified additional purpose in a timely manner. We ask for customers understanding in that processing a revocation may take up to three working days after it is received.
We are happy to provide you with a copy of the information we hold in respect of your personal data. We are also happy to make corrections to that information or to delete it should you require it. Please write to us at the Head Office address on our Contact Information page.
Steiner Music takes reasonable precautions to guarantee the security of personal information against loss, destruction, falsification, manipulation, unauthorised access, unauthorised disclosure, and dissemination. It’s servers use encryption against unauthorised access as well as being protected by passwords and firewalls. Steiner Music encourages all customers to take precautions to protect personal information on the World Wide Web. At a minimum, we encourage customers to change passwords regularly, and ensure they use a secure browser when surfing the Internet.
Comments and Questions
The payment process on our site meets the industry standard high levels of security and encryption through secure servers that such transactions require. Our own site is PCI compliant and duly certified. Addresses for orders must always be the same address as bank and credit cards are registered to. We do not deliver to third party addresses.
In the event of you wishing to make a complaint, then please e-mail our Customer Service department. (email@example.com) We aim to make an initial response to complaints within two working days. We shall also keep you informed of the progress of the investigation of the complaint. Where consensus cannot be reached then we are committed to pursue solutions through a mediation process.