Your dedicated Brass & Woodwind specialists

Contact us T: 01823 282386

Frequently asked questions

Can't find the answer you're looking for? Use the form at the bottom of this page to submit your own question or contact us on Facebook. Or if you would prefer to speak to us, we are only a phone call away.
When will my order arrive?

We aim to process all orders within 24hrs where possible (excluding weekends & bank holidays). Royal Mail 1st Class standard, recorded and special delivery aim to deliver the next working day (including Saturdays). Royal Mail 2nd Class standard and recorded delivery aim to deliver within 2-3 working days (including Saturday). Our courier services deliver next working day after dispatch. Please note a signature will be required on delivery. Times may vary for non-mainland UK.

What do I do if my order doesn’t arrive?

The vast majority of orders will usually arrive in-line with Royal Mail's delivery guidelines. These can be found on the Royal Mail website. If you are worried that your order has been lost, please contact our mail order team on 01823 282386 (option 1 then option 2) or email orders@johnpacker.co.uk. They are open 9am - 5pm Mon - Fri and will be happy to help. Please note Royal Mail do not deem a parcel as lost until 10 days after the date of sending. This applies across all postal services. 

Can I return my order?

Please contact us before returning any items by emailing orders@johnpacker.co.uk or calling our mail order team on 01823 282386 (option 1 then option 2). Faulty Items can be returned free of charge. Please email orders@johnpacker.co.uk within 7 working days with your order number (as confirmed on your order confirmation email) and a description of the issue. We are happy to replace, repair or refund faulty items. Larger items including instruments will be collected via courier with smaller items and accessories being returned via a free post address. Goods must be in their original packaging. If items are in full working order but you are not happy with your purchase, you have the right to cancel and return your good within 14 working days. Please email orders@johnpacker.co.uk within 14 working days with your order number. Delivery costs in this case are the responsibility of the buyer. Goods must be returned in their original packaging and arrive to us undamaged. A refund will be issued within 30 days. We reserve the right to make a fair and reasonable charge if either the goods or packaging are damaged in any way.

 
What courier services do you use?

All orders for instruments and large accessories (some cases and instrument stands) are sent via courier. We use DPD and UPS to ensure a high level of customer service and delivery flexibility. The majority of orders delivered to personal addresses use DPD who will provide a 1 hour delivery slot. You should receive this on the morning of the delivery due date or the day before.

My instrument is broken, what can I do?

Our specialist on-site instrument repair workshop is here to help! Please call them on 01823 338517 or email workshop@johnpacker.co.uk to book your instrument in for a repair or service. Please note during busy times there can be a wait of several weeks. If you have an emergency, we are sometimes able to carry out small jobs at short notice. Please call us for more details. 

How much will an instrument service/repair cost?

We can only give a rough estimate for repair work before seeing your instrument, and so we suggest that you bring or send your instrument to us for a FREE evaluation. We offer 3 levels of service. A 'basic check' starts from £42.50, a general service starts from £127.50 and an overhaul starts from £180. For additional work that isn’t included in the servicing plans, a rate of £42.50 per hour applies. We always suggest talking to us in the first instance. Our workshop number is 01823 338517.

How long will an instrument service/repair take?

Small jobs and quick fixes can be completed within several days of receipt of your instrument which can either be sent to us or delivered in person (Mon - Sat 9am -5pm). For larger services and major repairs there is usually a wait of between 4-6 weeks. Please call our workshop to check availability on 01823 338517.

How do I book my instrument in for a service/repair?

Please call us to discuss your requirements and find out our availability on 01823 338517. Our workshop is open Mon - Sat 9.30am - 5pm. Once confirmed you will need to complete a Workshop Repair Form available in our 'Repairs' section. Please ensure you include this when sending your instrument to us. We do offer a collection service via courier at a cost of £15 or you can drop your instrument off in person at our shop in Taunton. 

What instruments can I rent?

A full list of instruments and models available to rent can be found within the 'Rent' section of our website. If you can't find what you are looking for, we are sometimes able to offer additional models for rent. Please contact us for more information by calling 01823 282386 or emailing us via our contact form.

What is the minimum length of time for instrument rentals?

The minimum period for instrument rentals is 3 months. This period begins when we dispatch your instrument to you. Your ongoing monthly rental charge will start during month 4. There is no maximum rental period. Please note a maximum of 6 months rental charges can be deducted from purchasing your rental instrument. If you have any queries, please contact our rentals team via our contact form or on 01823 282386 (option 1 then option 2).

Can I buy my rental instrument?

Yes! You are able to deduct a maximum of 6 months of rental charges from the cost of your instrument. Please contact us before your payment for month 7 is taken and we will confrim the discounted cost of purchasing your instrument. Please note the cost of the instrument is set at time of rental so if for whatever reason the cost of the instrument goes up, you discount will be from the original price.

Is my rental instrument covered for loss or damage?

Rental payments include insurance against loss, damage or theft, but do not include damage caused by misuse or negligence. If you do lose or damage your instrument, please contact us straight away on 01823 282386 (option 1 then option 2). Please note there is a £50 customer payable excess for this cover.

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