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Delivery & Returns

  • Delivery

  • Music and Merchandise aim to ship all orders placed before 12:00 noon Monday to Friday the same day, if we do encounter stock issues we will be in touch with customers within 24 hours of placing the order.  All orders will be shipped on a Royal Mail Second Class service. 

  • My order has not arrived

    If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with our customer services team, have you tried the following?

    • Checking if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
    • Checking with your neighbours to see if they have accepted the parcel on your behalf.
    • Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
    • Checking if you have requested your items to be shipped via a tracked service the tracking link via your confirmation email or log into my account to view the up to date tracking information.

    If you still can't find your parcel, please email us and quote your order number. We'll reply within 24 hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you missing order.

  • I have received a faulty item

    We want to sort out any issues with faulty items straightaway.

    As soon as you discover a fault with your order, please contact our Customer services team with the order number, the faulty item's name and number, and a description of the fault. In some incidents we might ask for photos of the faulty items.

    We'll get back to you within 24 hours and send you a replacement item/refund as quickly as we can.

  • I have received an incorrect item

    We want to sort out any issues with incorrect items straightaway.

    Please contact our Customer services team with the order number and the incorrect item's name and number. We'll get back to you within 24 hours and do what we can.


  • Do you want to return something?

    • You can return any item within 28 days of receipt for a refund, or you can exchange it for a different size or colour. Just note down the details of your replacement on the returns form that came with your order.
    • We will refund the price you purchased your item at.
    • All goods will be inspected on return, by our customer services team.
    • The goods are your responsibility until they reach our warehouse, so make sure it??s packed up properly and can??t get damaged on the way! We also recommend you obtain a proof of postage.
    • Our returns address is:

      Music and Merchandise LtdCorner Of Road One/ThreeWinsford Industrial EstateWinsfordCheshireCW7 3PZUnited Kingdom

    • Completed your order but changed your mind? No problem ?? you can return it under the Distance Selling Regulations. The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order.

      These items returned must be in their original condition, including tags and any packaging, e.g. shoes must be returned with the original shoe box.

  • How do I return my order?

    We want to give you a hassle-free way to return anything. Once you have received your order, you have 28 days to decide if you want to keep it (including sale items).

    • Want to return something? No problem, all we ask is that you make sure we know the order number your return relates to, your details and whether you want a refund or to change it for another size, colour or item. We can??t do this without these details, so make sure the returns form is filled out and placed in your returns parcel.
    • As soon as we receive it, we??ll check it to make sure it??s all okay, and then either refund you or order your replacements. We aim to get all this done within 48 hours of receiving the items back. Any items not meeting the re-saleable/new condition or outside of 28 working days at the point of return will be returned to the purchaser as per company policy.
    • We??ll send you an email as soon as we are confident the goods are in their original condition and the return has been allocated to your account
    • Any refund will automatically be issued to the card you used to place the original order.
    • If for any reason your replacement is unavailable, we??ll automatically refund you and send you an email to let you know.