Shipping & Returns

SHIPPING

 

***UPDATED FREE SHIPPING POLICY***

We want to support local musos as much as we possibly can during these tough times, so if you need gear, we are offering FREE SHIPPING to METRO SYDNEY areas on orders over $100. Simply enter the code FREESYD during checkout.

Click here for postcodes included in this promo - please ensure your delivery address is on this list.

If you use this code and your delivery address is not included in the promo, you will be contacted and will have the option of paying shipping, or cancelling your order.

For areas not included in our free shipping promo, do feel free to contact us if you have any queries or requests regarding shipping. We will do our best to assist!

 

***UPDATED DELIVERY INFORMATION***

Your order may be delivered by Australia Post, courier, or Downtown Music Sydney staff. Please refer to updated Australia Post and courier guidelines on delivery during this time - your delivery may not require a signature due to COVID-19 health regulations.

If your order is delivered by Downtown Music Sydney staff, we will be in contact prior to delivery to organise a time where someone will be home to receive the order if possible. We will not be taking signatures - but photo proof will be taken.

 

***IN-STORE PICKUP***

In-store pickup is still free and highly recommended where possible. We can even take your order to your car for you - just email ahead to let us know!

 

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We post Australia-wide with some FREE SHIPPING options and also free in-store pick up.

See our shipping cost breakdown in the table below (mobile users, scroll across to see all costs):

ORDER VALUE

ORDER WEIGHT*

SHIPPING COST

Metro NSW, VIC, SA, QLD

Rest of Australia

Over $200

<1kg

FREE

FREE

1kg – 5kg

FREE

FREE

>5kg

$10

Calculated at checkout

Oversized orders (guitars, large amps etc.)

Calculated at checkout

Calculated at checkout

Under $200

<1kg

$10

$10

1kg – 5kg

$15

$15

>5kg

$20

Calculated at checkout

Oversized orders (guitars, large amps etc.)

Calculated at checkout

Calculated at checkout

              

*Order weight = actual weight or cubic weight (whichever is greater) of entire packed order, including all shipping boxes and packaging.

 

If you believe there is an error in your shipping quote, or the checkout is not returning any shipping quotes, feel free to contact us before completing checkout – we will get a personalised quote for you.

We ship with both Australia Post and a range of couriers. If your order is sent via courier, a signature will be required upon delivery. If no one is home to receive and sign for your order when it arrives, the courier will leave a card with redelivery and/or pickup instructions. If you require a signature upon delivery, please contact us. Additional charges may apply depending on delivery location.

If you list a PO Box as your delivery address, your order will be shipped with Australia Post as couriers do not deliver to PO Boxes. These orders must fit within size restrictions – large & bulky items cannot be shipped with Australia Post.

We reuse packaging wherever possible, therefore your product(s) may not arrive in their original shipping cartons. So don't panic if that Epiphone guitar you ordered arrives in a Squier box!

 

Dispatch

If your order is being shipped, it will be dispatched from our retail store in Annandale, NSW, 2038. We endeavour to get all orders shipped same or next business day, however please allow up to 3 business days for your order to be dispatched.

 

Shipping Times & Delays

Please allow 2 – 5 days after dispatch for delivery to metro areas, and longer for remote areas.

If you require your order urgently, we can make sure your order is shipped with a courier or with Australia Post Express Post. Please contact us to organise. Additional charges may apply depending on delivery location.

Once your order has left our store, it is no longer in our hands and we cannot be held responsible for any shipping delays. Please allow for shipping delays, particularly during busy times such as holidays.

 

Tracking

Once your order has been dispatched, you will receive an email with tracking information so you can stay updated on your order’s journey to you.

 

Damaged in Transit

Please check your package thoroughly before signing for it, and do not sign if you suspect that it is damaged, as signing for a delivery means you have received it in good order and any damage is no longer the courier’s responsibility. Contact us immediately if your order arrives damaged.

 

In-Store Pickup

You can pick up your order from our retail store at 141 Parramatta Road, Annandale, NSW, 2038 during our regular business hours. Please allow time for us to prepare your order before collection – we will send you an email when it is ready for pickup. Valid ID and order confirmation email must be presented upon collecting your order, and you will be required to sign that you have collected your order. Please let us know in advance if you are organising another person to collect your order - they must present their ID and sign for your order on your behalf.

Orders that have not been picked up after 2 weeks will be returned to stock and payment will be refunded, unless you have arranged otherwise with us. 

 

International Shipping

We currently only provide international shipping for second-hand instruments (marked “Pre-Loved”). Please contact us if you would like an international shipping quote. Any import duty, taxes, fees etc. are the responsibility of the buyer. Please be aware of your country’s import duty and/or restrictions before purchasing.

We do not under any circumstances undervalue the purchase price of the instrument on customs forms.

Please note that guitars that have rosewood components will have a shipping delay after payment as we must obtain a CITES certificate for them to be able to be imported/exported due to strict CITES restrictions on rosewood.

 

RETURNS

Return Policy

Please consider your order carefully before purchasing, as we do not provide refunds for change of mind. However, we do offer exchanges or store credit on new products.

Product(s) must be returned to us within 10 business days and must be in undamaged, as-new condition with all original packaging and accessories. You can return in-store or via post. Return shipping costs are the responsibility of the customer. The original receipt (if purchased in-store) or order confirmation email (if purchased online) must be presented at the time of return as proof of purchase.

Certain items are ineligible for returns due to health reasons. These include earphones and earplugs, and instruments such as harmonicas, recorders, kazoos, etc.

If your product is damaged or defective due to manufacture fault or is significantly different from what was described, you are entitled to a repair, replacement or refund.

Products marked “Pre-Loved” or “Demo” are exempt from the return policy and can only be returned if the product arrives faulty or is significantly different than what was described.

If you have any questions, or wish to start a return, please contact us.

 

Store Credit

If you opt to return a product or products for store credit, please note that store credit cannot be used on the online checkout. You can use your store credit in-store, or we can organise a purchase using your store credit via phone or email. Store credit is valid for 12 months.