Help
Please check our list of frequently asked questions below to see if your query can be answered without you having to email us. If not, you can email us using one of the links at the bottom of the page. Please choose the link which most closely describes your problem, this helps our customer support team to answer your query as soon as possible.
Frequently Asked Questions
Can't remember your password?
If, for any reason, you are unable to remember your password just go to the Log In page then click onto "Send Me My Password". Enter your registered email address then click "Send Me My Password" and your new password will be emailed to you. If you experience problems and you do not receive confirmation of your password please email info@toolboxmusic.co.uk
I have not received my order
Most orders are usually delivered in 3-5 working days (Unless you have ordered a pre sale item). Occasionally due to postal delays they can take longer. We have to allow up to 14 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact us if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.
I have ordered the wrong title
If the cancel option is no longer on your account the title will be processed and posted to you. Please return the goods unopened to the address below. Once we receive the item we will be able to refund your card.
I have received duplicates in my order
Please return the duplicated item unopened to the address below via recorded delivery. As soon as we receive the item we will refund you. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us.
My Country is not listed on the order page
Please email info@toolboxmusic.co.uk with the items that you require and we can arrange the order/payment via email.
My goods are faulty or have been damaged in transit
Please return the item to the address below via recorded delivery including the invoice and a small note explaining the reason of return. FAULTY GOODS HAVE TO BE RETURNED WITHIN 28 DAYS. As soon as we receive the item and it has been tested we will either refund you or send a replacement disc. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us.
When is a title released?
If the title is not listed on the site then we do not have any information regarding it. We add titles to the site as soon as we receive information from the label. There is no guaranteed time scale on pre order items. The information we provide is approximate and can change at any time.
If I order items in stock and pre order items will the items in stock be delivered straight away?
We treat each individual order seperately depending on number of items and how long an item will take to be in stock, however it is likely that any items in stock will be delivered to you straight away.
Can I put items on hold and pay at a later date?
This store does not have the facility to hold items without payment. Payment is required for all pre order items. (Discount is usually offered on items that are pre ordered)
