FAQ

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. 

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@sulindamusic.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@sulindamusic.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Orders that require shipping within the UK will be delivered within three to five working days, depending on your location. More remote areas may need an extra time for delivery.

All pianos are professionally checked before sale and are in perfect working order. Since these are used instruments, there will usually be some marks and scratches here and there consistent with age. This is always showed on photos and video 

If you expect a perfect condition unmarked piano, you should probably consired buying a brand new piano at much higher price.

We ship within mainland United Kingdom only. We do not ship abroad or to Northern Ireland. We do not ship to Islands and Higlands as well.

Used pianos are delivered with specialised movers of heavy and bulky items at a cost of £77. These can also be collected from our warehouse free of charge.

You may see some of our instruments listed on marketplaces such as eBay or Facebok Markteplace

Whether you purchase directly through our website or via eBay, you are buying from the same business, with the same testing standards and customer support.

Many customers choose to purchase directly through our website for:

• Faster communication

• Direct support

• Access to full product availability

• Occasional website-only pricing

Regardless of where you purchase, we are committed to fair, transparent service and resolving any genuine issues promptly.

If you have any questions about purchasing options, feel free to contact us before ordering.

Buying a piano online should feel safe and straightforward.

If your instrument arrives not as described or develops a fault within the initial inspection period, please contact us immediately. We will always work with you to resolve the issue promptly and fairly.

Depending on the situation, this may include:

• Troubleshooting support

• Repair or replacement

• Collection and refund where appropriate

We carefully inspect and play-test all instruments before dispatch, and issues are extremely rare. However, if something is genuinely not right, we want to know — and we will help.

Change of mind returns

If you simply change your mind, returns are accepted in line with our distance selling policy. You can absolutely return your item to us, within 14 days after your order.
As digital pianos require specialist courier handling, collection costs will apply. These costs are clearly outlined before purchase. You will need to cover return courier charge of £77

If you have any concerns before ordering, we are always happy to discuss them in advance so you can purchase with confidence.

Your long-term satisfaction matters more to us than any single transaction.

It is very important to check all the photos and demo videos of the piano that you select for purchase. Pianos are bulky and heavy and therefore expensive to transport. Returning a piano is always a big hassle for all parties involved. Since these are used instruments, they will usually be some marks and scratches here and there and this is always showed on photos and video 

Please contact us via sales@sulindamusic.com. Providing the return is within the 14-day cancellation period, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. For used pianos, return postage needs to be covered by the buyer.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via sales@sulindamusic.com with the details. We’ll respond promptly and offer a satisfactory solution.