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About Us

Normans is one of the country's leading specialist suppliers of Musical Instruments and accessories. We are a family run business and have been established for over 50 years, our principle aim is to deliver the highest standards of quality and service to our customers both in the UK and across through the world. We supply Pupils, Schools, Local Education Authorities and Professional Players.


Our distribution facility, based in Burton-upon-Trent carries 1,000's of product lines to ensure our customers have a great choice of both instruments and accessories. Good stocks also ensure that we are able to supply you with specialist products in super fast time. We are here to support music makers nationwide and hope you enjoy perusing our range and are tempted to sample the Normans experience.    

Our team of knowledgeable staff are always on hand to advise you on the most suitable item for your needs.


Contact Us

Opening Hours: 

Sales 
Monday - Friday 9.00am - 5.30pm 
Saturday 9.00am - 5.00pm 

Support 
Monday - Friday 9.00am - 5.30pm 

By Telephone:
Freephone: 08000 281415
UK Landline: 01283 535333
International: +44 (0)1283 535333 
Fax: 08452992333

By Post: 
Normans Ltd, Third Avenue, Centrum 100 
Burton-upon-Trent, Staffordshire, DE14 2WD 


Delivery

We offer Free UK Mainland Shipping on all orders over on Play.com. We aim to ship all of our orders within 24 hours of receipt (excluding weekends). Orders placed on a Saturday, Sunday or Bank Holiday will be shipped the next working day. 

A dispatch notification/invoice is sent via email on the day that your order has been shipped from our warehouse. The delivery method used is shown underneath the shipping address on this invoice. 

Our small items are sent via Royal Mail48, which generally arrive within 2-3 working days and also may be delivered on a Saturday depending on the dispatch date.

Medium sized items are sent via Royal Mail Tracked48 which is a 48 hour delivery service. You will be emailed the tracking number by Royal Mail the morning after we have dispatched the goods from our warehouse. Please note that this is not a signed for service and some deliveries may be on a Saturday. 

For larger items, we use DPD Next Day delivery.* On the morning of delivery they will send an SMS and email notifying you of the 1 hour delivery time slot. If you are not available then simply reply to the text or email to rearrange the delivery with them directly. If you miss the delivery they will leave a `calling card?? to arrange the delivery for another day. Alternatively, you can arrange to collect this from your local depot. 

*Deliveries to Ireland and certain parts of Scotland are not available on the next day service and are dispatched on a 2 day delivery. Next Day does not include Weekends and Bank Holidays and relates to shipping date rather than order placement date. 

Extra large items (for example Digital Pianos and Double Basses) are shipped via Arrow XL. This specialist 2 man delivery service will pick up your goods from our warehouse and contact you to arrange a convenient date and time to deliver your goods. This is usually done 2-3 working days from placing your order. They will also call you half an hour prior to delivery to confirm that they are on their way.


Returns

If you need to Return goods to us we try and make the process as easy as possible. Please choose the Reason for your Return from the options below and click for instructions on what to do next. 


Goods Received but No Longer Required

Normans offers a 14 day return period for any items ordered that are no longer required or have been ordered in error. Please Email Us with your intention to return within 14 days from receipt of your goods (not the invoice date). The goods must be in an as new condition and returned at your cost with the original packaging. We advise sending via a tracked secure carrier to ensure you have proof that your parcel has reached us safely. 

To return your item(s), Please contact our customer support team to get a Goods Return Sheet which must be included when the goods are returned to us. Please make sure all areas on the form are completed so that we can process the return and refund as quickly as possible. 

Your goods must be returned to: 
Returns Department 
Normans Musical Instruments 
Third Avenue 
Centrum 100 
Burton-upon-Trent 
Staffordshire 
DE14 2WD 


Please note:
Special order/Bespoke items cannot be returned for a credit/refund or exchange. Computer software, CD's and DVD's cannot be returned if they are unsealed. We will not be responsible for any damage incurred to the goods on their way back to us, please ensure the goods are packaged appropriately. 
A stocking in fee may be applied when goods are not returned back to us in their original, unused condition. Any original delivery charges will not be refunded.


Goods Damaged in Transit

All goods must be inspected on receipt and any damage reported to us within 48 hours.

Please contact our customer support Team to Submit a Support Request. Please provide as much detail as possible to help them ascertain the best solution. Our team will then advise you on the next step which may vary depending on a number of factors including value and size of product.

We will often arrange collection of the damaged item so please download and print off our Goods Return Sheet and include in your return parcel. 
Any goods that are reported transit damaged after the initial 48 hours will need to be returned back to us for assessment before a replacement is offered.

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Faulty Goods/Claims Under Warranty

If you believe your instrument to have a fault/manufacturer defect, Please contact our customer support team.
Please provide as much detail as possible to help them ascertain the best solution. Our team will then advise you on the next step which may vary depending on a number of factors including value, size and age of faulty product.

Rest assured that our team will endeavour to resolve your issue with the least possible inconvenience. 
If you are local to our store and wish to bring the faulty item in personally then please contact a member of our support team before visiting. Depending on the nature of the problem, they may be able to arrange to have it replaced whilst you wait. Our sales team are unable to process returns/exchanges without prior authorisation from our Support Team. Therefore, if you visit without having contacted them you may have to leave the faulty item in store and wait for a member of their team to contact you when they are next available. The majority of problems can be sorted quickly/easily providing you notify support of your intention to visit and the nature of the issue in advance.