Delivery and Returns
Delivery and Carriage
We will deliver your goods normally within 48 hours if in stock, or normally within one week if not, and we will send you an email with a delivery. If you need delivery by a certain time please state this on your order and we will do our best to accommodate you. For details of our carriage arrangements and charges please click here.
VAT and other taxes
All prices are shown in GBP including UK VAT (at 20%) where applicable. Books and sheet music are zero-rated for VAT in the UK; most other items are rated at 20%. Where VAT is applicable, it is shown in our website catalogues at UK rates even if you have registered as a non-UK customer. We are required by law to collect VAT at UK rates on orders despatched to countries within the European Union.
VAT will not be charged on orders being shipped to the Channel Islands, Switzerland and countries outside of the European Union.
UK MAINLAND DELIVERY IS FREE OF CHARGE*
Delivery is free of charge for all orders within the UK mainland, Northern Ireland and Isle of Wight.
*Delivery is charged at £3.50 per order for orders under £15.00
Delivery to Channel Islands and Isle of Man are subject to a small delivery charge and is calculated at checkout.
Shipments within Europe and European Union
Tomandwill.com can ship to all these countries - Austria, Belgium, Bosnia Herzagovena, Bulgaria Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Lithuania, Luxemburg, Netherlands, Norway, Poland, Romania Serbia, Slovakia, Slovenia Spain, Switzerland.
Orders within Europe and European Union are subject to a small delivery charge depending on country and size of parcel and is calculated at checkout
If ordering for delivery overseas, you may be required to pay import duties and taxes that are added once the order arrives in your country. Any add-on charges for customs clearance must be accepted by you. Customs policies vary from country to country, so you should contact your local customs office for further information.
Shipping normally takes place within 48 hours (subject to stock) from your order being received and should be delivered within 3-8 days and depending on your country
If you experience any difficulty in placing an order please contact sales@tomandwill.com and we will be happy to help.
Returns and Cancellation
If the goods you receive are faulty please return them to us in their original condition within 10 days and we will either repair or replace them, or refund the cost of the goods.
If the goods you receive are not what you ordered please return them to us in their original condition within 10 days and we will either replace them with the goods you ordered, or refund the cost of the goods and carriage.
In addition to the above, you may in most cases return any goods within seven working days of receipt without giving any reason. However there are a few unavoidable exceptions to this, as follows:
- Sealed audio or video recordings and computer software cannot be returned unless returned still sealed.
- For reasons of hygiene we cannot accept returns of reeds, mouthpieces, microphones, wind and brass instruments and other similar items, unless returned unopened in their original packaging.
Please call us before returning any goods.
If you choose to return any goods you must ensure that the goods are properly packaged and sent at your cost by a secure carrier: it is your responsibility to take reasonable care to ensure that they reach us undamaged. If you do not pay for the cost of return then we may deduct the cost of retrieving the goods from any refund due to you in respect of the order. We recommend that you use an insured service for all returns.
If a refund is due to you it will be made expeditiously and within 30 days.
Non-delivery of goods
If your goods are not delivered to you within 14 days of the despatch date you must notify us immediately, otherwise we cannot accept responsibility for the lost goods. You will be notified of the despatch date by e-mail shortly after we have received your order.
Damage in transit
Any claim arising from damage in transit must be made to tomandwill.com within 3 days of receipt of the goods. Please check the cases and contents immediately upon receipt, and before signing for them. Goods seen to be damaged should be refused, or if kept should be signed "Damaged in transit" and packaging materials must be preserved for inspection.
Damaged goods must be reported immediately and within 3 days of delivery otherwise tomandwill.com cannot accept responsibility.
tomandwill.com,
PO BOX 264,
Haslemere,
Surrey GU27 9AT,
United Kingdom.
Tel: 08450 945 659
Fax: 0845 5197 357 E.& O.E.
VAT registration number: GB737057230
Company registered in England and Wales, number 3112115
Or e-mail us.