Help

We endeavour to offer the best customer service in our industry but if your question is not answered below please contact us on +44 (0)1708 771900

FAQ

When will I receive my order?
How can I track my order?
My order is showing as ‘Shipped’ but I have not received it, what should I do?
How do I ship to an alternative delivery address?
Where do you ship to?
How much does shipping cost?
How do I contact DV Kids Music
I have forgotten my password, what should I do?
Why doesn't the charge in Euros or Dollars match the amount charged to my card?
How do I return a product?
What is your returns policy?
What is the 30 day money back guarantee?

About DV Kids Music

We have over 33 years experience in the music equipment industry. Our staff have a wealth of expertise in music production, recording, guitars, software, PA systems and more.

DV Kids Music is a trading name of DV247 Ltd. registered in the UK under Company No.08510728.

Head office:
Unit M
Chesham House
Chesham Close
Romford, Essex
RM7 7PJ, United Kingdom.

Contact DV Kids Music

To contact us with web enquiries, orders you have placed on this website, or about your account please contact our customer services team.

Tel: +44 (0)1708 771900

Fax: +44 (0)1708 771901

Lines open: 10am-5pm Monday-Friday
E-mail: sales@dvkidsmusic.com

Your Account

When you create an account, our system will remember your personal details to save you time when ordering in the future.

Security and Privacy

We do not sell, rent, exchange or disclose your personal details with third party companies or marketing schemes, only to the bank for payment purposes, and sometimes to identification services or the police for security and protection against fraud. All sensitive data is stored and transmitted in encrypted form and not accessible by system users.

Note: You must have cookies enabled in your web browser to use this website.

Returns & Refunds

Should you wish to return anything bought from us, DV Kids Music offers a "30 day money back guarantee" giving you the right to cancel your order within 30 days after the day of delivery.

Goods should be returned with the original packaging as received complete 'AS SOLD' and in 'AS NEW' resalable condition with all components, manuals and accessories.
If the packaging has been opened to examine the product/s we advise that it is done so without damaging the packaging or the product/s in any way and must be re-packaged as received.
If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Goods must be returned within 30 days from authorisation. We are unable to accept returns of un-wanted and non-faulty items after the 30 days.

Non-returnable products:

Copyrighted goods (all software, media and sample CDs) cannot be accepted where the item has been unsealed
Goods ordered specifically to meet a consumers requirement such as bespoke computer systems
Contact products such as all Microphones/Brass/Woodwind/in-ear systems

Before returning a product you must notify us of your intent to cancel either in writing or by email; a telephone call is not sufficient unless otherwise agreed by our returns dept.

After notification we will offer you a returns authorisation number that must be quoted when returning the goods. Goods returned without prior authorisation cannot be accepted and will be returned back to you at your expense.

To request a returns authorisation, please email details of your request (including your order number and postcode) to webreturns@dvkidsmusic.com. We will endeavour to answer your email within 3 working days, between 8:30 – 17:30 Monday to Friday (except public holidays). Emails sent over the weekend will be answered during the following week.

Please read our full returns and refunds policy here - Returns Policy

Frequently Asked Questions

We endeavour to offer the best customer service in our industry but if your question is not answered below please contact us on +44 (0)1708 771951

1. When will I receive my order?

We use ‘UPS Standard’ delivery service, which is normally delivered 'Next Working Day' after dispatch for non-remote locations in mainland UK, 2 working days after dispatch for the rest of Europe, and up to 1 week after dispatch for remote locations.

If there are any problems processing your order you will receive an email or telephone call from our customer service team advising you as soon as possible.

If your order contains any products that are not in stock you will be contacted by a member of our service team with a supply date (ETA) when an ETA becomes available.

When your order is dispatched you will receive an email to notify you. You can then track each shipment by clicking on the tracking number on the orders page in the “My Account” area.

Orders placed Monday to Friday:
For UK orders, if all of the contents of your order are in stock and ordered before 1pm then the order is usually dispatched on the same day (but during busy periods within 2 working days) however, orders placed after 1pm on Fridays or over the weekend are processed the following Monday. Non-UK orders are usually dispatched one day later.

Orders placed on a Saturday or Sunday:
Please do not email or call us on Monday morning for delivery details. All orders placed after 1pm on a Friday are processed the following Monday. If all the items ordered are in stock the earliest delivery will be Tuesday (within 2 working days).

2. How can I track my order?

You can track each shipment by clicking on the tracking number on the orders page within “My Account”.

Please wait until after 6pm on the date of dispatch before tracking the delivery progress. (Tracking numbers are applied to UPS systems after the goods have been scanned into their depots at around 6pm.)

3. My order is showing as ‘Shipped’ but I have not received it, what should I do?

Please contact us if you have not received your UPS delivery within 2 working days of receiving the UPS shipment notification email (Friday shipments can be expected from the following Monday onwards), please note that deliveries to remote locations may take longer.

To enable us to help you with a non-delivery issue, please contact us immediately after this expected delivery time has elapsed, or if the courier’s tracking page shows that the item has been delivered but you have not received it.

4. How do I ship to an alternative delivery address?

To choose an alternative shipping address to your card billing address, you must first authenticate your card.

Please Note: Purchases made with Solo cards can only be delivered to the cardholders billing address.

How do I authenticate my card?


register here	register here

The next step is to go through the checkout and enter the card details and card address as normal, when you reach the very end of the checkout process (after you click ‘Confirm’) and have authenticated your card you will then be asked to input your alternative shipping address.

Where do I enter my alternative delivery address?

Register your card as above
Basket
Card Billing Address
Shipping Cost
Payment Details
Confirm Order
If your card is registered for authentication an alternative delivery Address is offered
If your card is NOT registered for authentication an alternative delivery Address WILL NOT be offered

5. Where do you ship to?

Our website currently ships to the following countries:

Austria
Belgium
Bulgaria
Czech Republic
Denmark (except Faroe Islands)
Estonia
Finland (except Aaland Island)
France (including Monaco)
Germany
Great Britain and Isle Of Man
Greece
Greenland
Hungary
Iceland
Italy (except San Marino)
Latvia
Lithuania
Luxembourg
Norway
Poland
Portugal
Republic of Ireland
Romania
Slovakia
Slovenia
Spain including the Balearic Isles (not The Canary Islands or Melilla or Ceuta)
Sweden
Switzerland
The Netherlands
Turkey
For Malta, Cyprus or Gibralatar, please contact us by email or phone for a shipping quote.

For all other countries that are not listed above, please contact our Retail Superstore or email exportsales@dvkidsmusic.com

BFPO addresses
We cannot currently deliver to BFPO addresses as our courier does not ship to BFPO addresses. An alternative to this is to use the standard or residential shipping address and the correct country, and be charged the full shipping cost.

6. How much does shipping cost?

We use UPS Courier Services

Great Britain and Isle of Man (excluding Channel Isles) - Charge is £4.99(including VAT) and FREE for orders over £149
France and Germany - Charge is 10 € including VAT* and FREE for orders over 199 €
Republic of Ireland - Charge is 15 € including VAT* and FREE for orders over 199 €
Spain - Charge is 15 € including VAT* and FREE for orders over 299 €
Greece - Charge is 18 € including VAT* and FREE for orders over 299 €
Finland and Italy - Charge is 18 € including VAT* and FREE for orders over 399 €
Belgium, The Netherlands and Luxembourg - Charge is £13.99 including VAT*
Austria, Czech Republic, Denmark, Poland, Portugal and Sweden - Charge is £15.99 including VAT*
Bulgaria, Estonia, Hungary, Latvia, Lithuania, Romania, Slovakia and Slovenia - Charge is £19.99 including VAT*
Channel Isles - Charge is £29.95 including VAT*
Switzerland - Charge is £69.00 excluding VAT

* Please note that non-UK shipping costs may vary depending on location and the size and weight of the goods. You will be contacted should this situation arise. Our European shipping charges cover one consignment only. With this in mind we do not part ship to non-UK addresses.

7. How do I contact DV Kids Music?: Please visit the ‘Contact Us’ section of this page.
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8. I have forgotten my password, what should I do?

Please click on the ‘forgotten your password?’ link and enter your email address to request a new password. If you still have problems logging in then please contact us.

9. Why doesn't the charge in Euros or Dollars match the amount charged to my card?

If you have chosen to display the price online in Euros or US Dollars you will be charged and invoiced in UK pounds sterling as we do not accept foreign currency (as stated during the checkout).

At the point of payment, your card issuing bank will convert the amount paid in UK pounds to Euros / US Dollars using their current exchange rate. Please bear in mind our EURO / US Dollar display is a guide and that your bank exchange rate may be different to our online display which will reflect on your card statement.