Help
HELP USING THE SITE
If you have been having problems using the Rose Morris website then we hope that the information below might help. If you still can't find an answer to your problem then just contact us and we'll do our best to try and solve it as soon as we can.
OUR PRODUCTS AND PRICING
- How do I find what I'm looking for?
- If I can't find it, does it mean that you don't have it?
- How can I find out when you have new products?
- How can I find out when you have special deals?
- Can I get a discount if I am a teacher or educational administrator?
- Can I get a discount if I am a student?
MAKING A PURCHASE
- How do I order?
- What happens when a product is out of stock?
- How much will postage and packing cost?
- How long will it take before I receive my order?
- Which cards do you accept for payment?
- When do you charge my credit card?
- What happens if my card is refused?
- Can I pay off-line?
- Can I pay by cheque?
- How can I check the status of my order?
- Why have I only received part of my order?
- I do not reside in the UK, how can I make a purchase?
- I'm buying a piano - what are your delivery options?
USING THE SITE
How do I find what I'm looking for?
Use the Product Finder on the home page to browse the product ranges you are interested in. You can browse by department, sub-category and brand. In addition, you can also use the key word search to enter any word or product code to help narrow your request. Click on 'More' to take you to the product details and a photo of the product. You can enlarge the photo by double clicking on it. Many of the products on the site also have detailed supplier specification sheets. Click on 'Technical Specification' to get more detailed information about the product.
If I can't find it, does it mean that you don't have it?
Not necessarily. Firstly, try modifying your search. If the product is a new release have a browse through the Coming Soon pages. If you still cannot find what you are looking for try contacting us.
How can I find out when you have new products?
Use the key word search to specifically find the product you are looking for or browse the What's New? Pages. Sign up for our newsletter to keep fully informed of the arrival of new products.
How can I find out when you have special deals?
The best way to find out about our special deals is to regularly browse our Latest Deals pages. Products and prices are updated on a regular basis to ensure that we offer our customers competitive prices and a top quality service. Sign up for our newsletter to get regular updates.
Can I get a discount if I am a teacher or educational administrator?
We have a variety of special educational pricing options that are usually product specific. Our dedicated educational representative will be pleased to provide a non-obligation quote for items requested by educational customers. Details of how to contact our education division can be found on our Education pages.
Can I get a discount if I am a student?
If you're a student, you can get an extra 5% off our normal price on selected items when you spend £75 or more in store. Terms and conditions apply - for more details, take a look at our Student Discount page
When you have decided on the item you wish to purchase, click on the 'Add To Basket' icon which is immediately below the product photograph and price. The item will then appear in your basket at the top right hand menu. You can remove the item by clicking on the '-' or increase the quantity of that item by clicking the'+'. Click on 'Go to checkout' if you have completed your shopping or simply continue browsing and repeating the purchasing process again.
What happens when a product is out of stock?
If a product is out of stock we will contact you by email or by telephone and inform you of the estimated delivery time. In some cases our suppliers may be unable to provide a specific date of delivery. If this is the case we will inform you accordingly. We will not charge your credit card until your product is despatched and you are free to cancel your order.
How much will postage and packing cost?
Postage and packing charges are set at a standard of £4.99 (inc VAT) for orders up to £75.00 (inc VAT) and £10.00 (inc VAT) for orders of £75.01 (inc VAT) and above. These charges apply to the UK mainland only.
How long will it take before I receive my order?
We will use our best endeavours to despatch your items within 48 hours of receiving your order. If a Sunday or public holiday falls within the 48 hour period from the point of your order then your order will take longer. Most items over £75.00 (inc. VAT) are despatched for next day delivery.
Which cards do you accept for payment online?
We accept payment using MasterCard, Switch card, Visa card online.
When do you charge my credit card?
We will not charge you for the items ordered until your goods are actually despatched.
What happens if my card is refused?
If your card is refused we will contact you immediately by email or by telephone to inform you and check that there has been no error when entering your credit card details.
You can pay off-line for any of the products on the website by contacting us by telephone and placing your order direct over the phone. Alternatively, you can visit the Denmark Street store and pay in person.
We accept personal cheques with a banker's guarantee card (subject to Transax clearance) when making payments in the Denmark Street store. We do not accept cheques for payment of goods ordered online.
How can I check the status of my order?
When you place your order you will be sent an email letting you know that we have received it and to confirm your order details. You will be sent a further email to notify you that we have despatched your order and that payment has been charged to your credit/charge card. To track your order, click on My Account on the right hand side of the top menu bar. Enter your email and password. You will have been given your password when you registered when you placed your order. If you cannot remember your password, click on Forgotten Password? and you will be notified by email. When you have entered your registration details you will be able to select an appropriate option for seeing the status of your order.
Why have I only received part of my order?
If one of two or more items you have ordered is out of stock then we will send you a partially fulfilled order. However, we will inform you if this is the case. Your credit card will only be charged for the items despatched.
I do not reside in the UK so how can I make a purchase?
We welcome customers from overseas although we currently only supply UK mainland customers for sales via our website. If you would like more information please contact us.
I'm buying a piano - what are your delivery options?
We have three different levels of delivery available to our customers:
- Bronze: Our standard next-day delivery service - £15, covers all of Mainland UK. Off-shore and international shipping prices available on request.
- Silver: Delivery by our own driver. A more specific time can be arranged, including possible same-day deliveries - £30 for the London area (inside M25); prices on request for other UK destinations.
- Gold: This applies only to digital pianos. The same as the silver delivery, but including assembly, set-up and the removal of packaging - £65.
Are my account details kept private?
We respect your right to privacy and are committed to keeping your details secure. We will not sell, rent or share your personal details with unrelated third parties or affiliates without asking for your consent. For more information see our Privacy Statement.