Please check our help subjects and list of frequently asked questions to see if your query can be answered without you having to contact us. If you can't find out what you need please contact us by emailing websales@mel-tone.co.uk, or calling us on 01664 568 000.

How can I place an order?

There are a number of ways of placing an order with Mel-Tone. If you are online and have an e-mail address then the easiest and most convenient way for you to do this is online through our website. 

First of all you need to create a user account. This is a standard procedure involving creating a password and putting in some details about your addresses. Once you have done this its is a very simple step by step procedure of finding the products you want and adding them to your basket. Once you have all the items you need you proceed to the checkout and go through the steps of choosing a delivery address and then a payment method. 

Before you finally submit payment or choose your payment method you are asked to review your order to make sure you have ordered the correct goods. You can still at this stage remove items from your basket and search for further items to add to your basket. 

Once the order is placed you will receive emails confirming the order and also delivery eta's. 

You can also order though Mel-Tone by calling us on 01664 568 000 and placing the order over the telephone. You will need your billing address details, delivery address details if different (both including postcodes) and your payment method details. You will be asked for some personal information and then guided through the very simple procedure by a member of staff. Which just involves our sales staff going through the above procedure.

We can accept the following credit cards online: Visa, Master Card, Access, Switch, Visa Delta, Solo, Electron or via Paypal. 

We have invested heavily in making the order process as secure as possible but if you don't feel 100% happy about giving your credit card details over the internet then we are more than happy for you to call us on 01664 568 000 and we will take down you details over the phone.

If the product you require is in stock we aim to ship the item the same working day. In some circumstances the products will need to be specially ordered or shipped directly from a supplier. If this is the case then it may take an extra day or two to arrive. If it is going to take any longer than that then we will do our best to contact you with as precise an estimated time of arrival as possible. 

Are rates are typically as followed: 

• For small to medium sized items, such as accessories - £3 
• For larger items, such as guitars - £8
• For anything larger, such as drum kits - £12 

Of course, some items have special shipping prices, and will always be listed in the shopping cart and before the checkout.

And don't forget, all items can be bought on-line and picked up in store, saving you the cost of shipping!

How do I return an order?

To request a return, please log in to your account and click "Completed Orders". Find the order you wish to return and click "Return Order".

You will be asked to provide information on the items you wish to return and the reason.

Once you have set up the return putting as full as a description of the problems or reason for return as possible we will email you shortly with further information or instructions so please ensure you check your email regularly.

What is your returns policy and procedure?

Please note that what follows is a summary of the above legislation and is in no way designed to be a complete or exhaustive set of rules and regulations. That is why we have included the above details so that you can get these if you need them.

Customers have 14 calendar days starting the day they received their products to register their request to return an item or items under 'cooling off' legislation.

Goods should be returned to us with their original packaging. We will not be held responsible for any damages incurred in returning goods to us. The condition of the goods will remain the customer's responsibility until goods have been booked in and assessed by us.

Any return labels should not be placed directly on the item packaging. Please wrap any items to be returned in a protective layer and place any labels on this outer packaging.

If a product develops a fault within 30 days of receipt then a customer can request either:

• The return of the product for a refund
• The repair of the product
• The replacement of the product

Or a reasonable amount of compensation (less than the cost of repair or replacement – at our discretion)

However, which we would opt for depends on the cost of doing each of these actions and we can decline a specific course of action based on cost. 

Whichever remedy we chose would be without significant inconvenience to the customer and would be taken in to consideration.

If neither repair or replacement is realistically possible customer can request a partial or full refund. A full refund may not be reasonable if the customer has received some benefit from the unit before the problem appeared and the refund given would be in proportion to the amount of use they had from the unit before the problem occurred.

If faulty items are returned to us with missing parts/items/accessories, significant or cosmetic damage or unreasonable wear we reserve the right to repair the product under the manufacturers warranty and return it to you the customer, rather than issue a replacement or credit note.

After a customer has had an item for 30 days we will always look to get it repaired as long as this is without significant inconvenience to the customer. We would look for all repairs to be competed within 21 days of receipt as a guideline. 

Cancellations

Please note that in the event of cancellation under the cooling off period you the consumer is responsible for the cost of returning the goods to us at their own expense. If you ask us to collect the goods then we can collect the cost of doing so from you, the consumer. If however, cancellation is a result of products being faulty then this does not apply.

Once notification of cancellation has been received then ownership of the goods passes back to the supplier. The consumer does however still have responsibility to ensure that the goods can be returned to us to be sold as new. This means that consumers have an obligation to get the goods back to us in as new condition.

Please once again note that this list is by no means exhaustive or complete – there may be other circumstances under the regulations which prevent you from returning the goods you are ordering from us. We strongly suggest that you contact either ourselves or one of the regulatory bodies to confirm your position before purchase if you are in any way concerned.