The Violin Company is dedicated to supplying good value violins and other violin related products. We strive to find good quality instruments at reasonable prices and set them up in our workshop to a standard in excess of what you would get from the average music retailer. Our prime outlet is this website. We also have a workshop where you are welcome to view and play violins. If you intend to visit then please contact us before hand so that we can make sure to have instruments set up ready for you to try.
During the course of selling to our customers we collect the name, address, email address and sometimes the telephone number of our customers. This information is used to process and deliver the order and we keep a record of the name and address and content of the order(s). All information is stored in a secure database that is not accessible outside of our office. At no time is this information shared with any other business or entity on the internet.
We prefer to communicate with our customers via email but will accept and answer letters and telephone calls from customers who are not happy with email as a communication medium. At any time we will be happy to forward a copy of the data that we hold about a customer as long as the request is sent to us by post and the return address is the same as the address that we hold on our database for that customer. We will not send copies of data to anyone where we cannot confirm that they are a valid customer of ours. We will, if requested, correct any errors on our database or remove a customers details from our database.
When a customer uses our online facilities and pays by credit card or using a PayPal account we do not receive any credit card data from PayPal. If a customer contacts us by phone and we take credit card details and process an order whilst they are on the phone we will not store the credit card details on our database and any written details will be shredded and destroyed at the end of each working day.
Periodically we issue a newsletter via email to our customers. This complies with the anti-spam regulations in the UK and incudes a prominent means for a customer to remove themselves from our newsletter email list. We strongly support all anti-spam measures and we promise to remove any unsubscribed email address and to confirm that we have done so within 24 hours of receiving the unsubscribe message.
Our delivery charges are based on sending goods within the UK. We send Violins by UPS courier or ParcelForce and packages for other items through the Post Office using First Class Post wherever possible. We will, if requested send parcels by special delivery or courier but there may be an extra charge for this in which case we will email you with details of the additional charge and send you a PayPal invoice for that amount
Deliveries to countries outside of the UK may incur additional postage charges and again we will contact you with details of these and send a PayPal invoice. We recommend that if you live outside of the UK you contact us by email before placing the order to check what the carriage will be.
Orders for accessories that arrive before 15:00 hrs are normally despatched on the day that they are received. We send an email confirming receipt of the order and confirmation of the despatch date.
Our violins are set up with the utmost care and attention and we like to ensure that the strings have settled before each instrument is despatched. You will usually receive confirmation of courier tracking details within 48 hours of placing an order for an instrument.
If for any reason we cannot deliver in our normal time frame we send an email indicating when we expect to despatch the order. If the delay is not acceptable we are happy to offer a refund.
Customers may cancel their order by contacting us by email or telephone. We will provide a full refund within 24 hours if a customer cancels the order before we despatch it. If we receive the cancellation after the order has been despatched we will still give a full refund but only after the goods have been returned.
Because our business is heavily based on online sales from our website we appreciate that, despite our excellent photographs and descriptions, sometimes goods might not meet expectations. In these circumstances we offer a full refund upon return of the goods in good condition. We recommend that customers contact us first so that we are aware of the problem. After 14 days we will will still refund the purchase price of the goods less our carriage cost.
If a product proves to be faulty on arrival we will happily replace it or offer a full refund once the faulty item has been returned to us. Please contact us by phone or email to make us aware of the problem. Basically we don't have unhappy customers. If there is a problem, contact us and we will resolve it one way or the other.
You can find all our contact details, address, telephone and email address on our Contact Us page.