Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the item, unopened, with any seals and shrink-wrap intact, and we will issue a full refund for the price you paid for the item. Please note: we can only accept the return of opened items if they are faulty. We do not refund delivery charges in the event of a "change of mind" purchase and the cost of returning the items is your responsibility.

When goods leave our warehouse they are checked to make sure they are intact before shipping. If they are damaged when they arrive, it is therefore damage that has occurred in transit.

Please note, for reasons of hygiene, we can not accept returns or offer refunds on earrings or underwear.

If you need to return goods for any reason, whether they have been damaged in transit, are faulty or you have simply changed your mind, please follow the steps below to enable us to process your refund efficiently:

1. Give the reason for the return on the back of the invoice.

2. If you do not have the original invoice, please send us a note detailing the reason for return. This note MUST include your order number, which you will be able to find in Your Account, linked from the top right-hand of the cheapsheetmusic.co.uk home page.

3. In the case of a faulty product, please provide a full description of the fault on the back of the invoice.

4. Wrap the item securely in its original packaging, if any, with all warranty cards, licences, manuals and accessories.

5. Then send the package to the address below:

Returns
CSM Online
12 Woodridge Avenue
Thornton Cleveleys
Lancashire
FY5 1PR
United Kingdom

6. We will notify you via e-mail when we have processed your refund

For your protection we recommend that you use a recorded delivery service. CSM Online are not responsible for returned items lost in the post or insufficient postage paid.

Returns – downloadable goods

Due the nature of downloadable products i.e. the ease of copying, we do not offer refunds on downloadable goods. However, we pride ourselves on our quality and if you are in an way unhappy with your sheet music, please contact us with the details of the problem and we will endeavour to put it right. If the music does indeed require correction or is a corrupted file, we will send you a new copy via email.

Shipping

Rates

Our shipping rates are based on Royal Mail's 1st class postage, which changes to Parcel Force rates once the goods reach a certain weight. The actual weight of the goods is tallied, a percentage is added on for weight of packaging and a £1 administration fee is levied which covers the cost of the packaging and handling.

Where is my order?

If you are waiting for your order to arrive there could be several reasons why it has not done so. If you ordered items which were not in stock and have had to be ordered for you, then we cannot despatch them until they arrive. We place orders with our suppliers every Monday morning so all orders of goods for the previous seven days will be placed then. We are then dependent on the suppliers filling the order as quickly as they can and sending it to us.

We aim to despatch items within 2 working days of order, or within 2 working days of their arrival at our warehouse. We despatch goods every weekday except Bank Holidays. We do not despatch goods at weekends.

Firstly you need to check your order status. You can do this in My Account. If the order status is set to Pending, then your payment has not yet been processed. This may be if you have sent a cheque which has not yet cleared. If it is set to Updated, then your credit card payment has been accepted but your order has not yet been sent. In the case of downloadable goods, a status of Updated means that payment has been accepted and your music is ready to download. If it is set as Processed then your payment has been processed and your order is waiting to be packed up. If it is set to Delivered then your order has been sent. You will be sent an email each time your order status changes.

For orders within the UK, please allow 5 working days for delivery.

For orders to Europe and the rest of the world, please allow 7 – 10 working days for delivery.

Despite our efforts, there can sometimes be unforeseen delays in delivery. It may be worthwhile contacting your local postal sorting office as it's possible they've already tried to deliver your package, but were unable to.

You should also check that the delivery address is correct. Click the "View Order" button next to the order to check the delivery address.

I've only received part of my order

Your order may have had to be despatched in two lots. Check the delivery note to see if it says parcel 1 of 2 or something similar. The items included in that box should also have been ticked. If there is still a problem please contact us and we will do our best to help you.