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    • established in 1963Shop with Confidence & Trust

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FAQ

Instore FAQ

Online Store FAQ

 

Instore Frequently Asked Questions:

Q: What Payment Methods do you offer?

A: As well as standard cash/card transactions we also offer Lay-by, Studio 19 Rentals, ZipPay and Certegy EziPay (subject to approval). AMEX cards are subject to a 2.8% surcharge. 

Q: Do you ship internationally?

A: Unfortunately we are unable to ship orders internationally. If you are able to organise your own freight to an overseas destination, please contact us to discuss your purchase. 

Q: I’ve seen a better price, do you price match?

A: Where we can, yes. Please see our store policies for full conditions. 

Q: Do you offer instrument servicing and repair?

A: We currently offer in-store servicing on guitars, bass, and other stringed instruments. We are more than happy to assess an instrument's fault and recommend a local technician to help you with any repairs that we can't carry out in store. 

Q: Do you offer tuition?

A: Currently we only offer piano tuition however some of our customers run some of the finest tuition schools around. If you need help finding a teacher just contact us and we will put you in touch with them.

Q: My piano needs tuning, can you tune it for me?

A: We can put you in touch with the best tuners in your area, just give us a call.

Q: I need to move my piano, can you help?

A: Although we don’t perform this service our self, we know all the best companies to use and would be happy to help you choose one.

Q: Do you buy second-hand Instruments?

A: We do not buy second hand instruments for cash but you can certainly trade them in on your next purchase. In rare cases we may accept goods to sell on consignment. Please call ahead with your enquiry so we can be sure that a manager will be available to assess your instrument.

Q: Do you do gift vouchers?

A: Yes we do, both in-store and online. If you have a voucher purchased in-store that you would like to use online, or vice-versa, please contact us.

Q: You don’t seem to have the item I’m looking for. Can you get it for me?

A: We hope so! Unfortunately we can't stock every major brand, but let us know what you're after, and we'll do our very best. 

Q: I’ve changed my mind, Can I get a refund?

A: Sorry no refunds for incorrect choice but if you need some help deciding feel free to contact our store for some professional advice.  Our full refund policy can be found HERE

Q: My goods are faulty, what do I do?

A: Get in contact with us immediately and we will sort it out for you.

 

Q. I'm a Music Teacher, do you offer Education pricing for schools?

A: Yes, we do have a dedicated Education Web site for music teachers, please click here for more information.

 

Online Frequently Asked Questions:

Q:  Are all the products on your website in stock? 

A: Yes and No - we advertise products that are both in stock at our Kedron store, identified by the "Try Me In-Store" label, and products that are regularly available from our network of suppliers, identified by the "Online Only" Label. Our in-store stock availability is updated twice weekly, so there may be the odd instance where something has sold out prior to it being shown as "Online Only" on our site. Please check with us to confirm availability if the item is needed urgently - we can also process your transaction over the phone (PayPal excepted).

Q: What does "Out Of Stock" mean?

A: When an item is listed as "out of stock" it means that we may be unable to order the product from our supplier in the short term. Please contact the store to place an order or check availability.

Q: How long will my online order take to arrive?

A: Depending on what you order and where you are you can expect your order to arrive in 3-7 days.

Q: What payment options do you offer for online purchases?

A: You can choose to pay either with PayPal, Credit Card (excluding AMEX and Diners) or ZipPay. 

Q: If I buy online do I still get a warranty on my products?

A: Absolutely! We are an authorised Australian reseller of every product we sell. You have the comfort of the full Australian distributor’s warranty. 

Q: Who do you use to ship your orders?

A: We use a network of major Australian couriers and Australia Post. Most orders will need a signature on delivery.

Q: Are your online prices available in store?

A:  Yes! Just let us know you saw the product online and we'll make sure you get the correct price.

Q: Do you ship internationally?

A: Unfortunately we are unable to ship orders internationally. If you are able to organise your own freight to an overseas destination, please contact us to discuss your purchase. 

Q: Can you tell me where my order is?

A: Yes, Shoot us an email with your name and Purchase order to webstore@ellaways.com.au

Q: I’ve changed my mind, Can I get a refund?

A: Sorry, no refunds for incorrect choice but if you need some help deciding feel free to contact our stores for some professional advice. Our full refund policy can be found HERE.

Q: My goods are faulty, what do I do?

A: Get in contact with us immediately and we will sort it out for you.