Shop FAQs

 

General

Need to get in touch about an online order? For queries relating to physical goods please contact our Customer Services Team on +44 (0)1279 828988. For any download queries contact our Digital Team on +44 (0)207 908 5331. Alternatively email support@fabermusic.com stating your order number.

 

Payments and Order Management

The Faber Music web store’s secure payment provider partner is Stripe. Following any processed order on the website you will receive email confirmation that the transaction has gone through and an order summary email receipt from Faber Music. Please quote your order number in any correspondence with the customer support team in order that we may help you with your query as quickly as possible.

 

Accepted methods of payment

We accept all major debit and credit cards.

 

PayPal

We do not currently offer PayPal as a payment option.

 

I don’t have a credit card

A card is required for all online transactions. If you are trying to purchase physical goods (ie. not sheet music or audio downloads) then call our Customer Services team on +44 (0)1279 828988 who may be able to organise an alternative payment over the phone.

 

How do I open a Trade account?

If you are a music retailer or wholesaler and you do not already have an account with Faber Music please visit our dedicated dealer site, fmdealers.com, to download an application form.

 

I am a Trade Customer - can I pay by invoice or Purchase Order?

If you are a school or music shop, please call our Customer Services team on +44 (0)1279 828988 to request a purchase order.

 

Failed transactions

If your transaction has failed please check you have entered all your card details correctly (the name and number should match those on the card). Alternatively, try using a different credit card to complete the transaction.

 

Online payments

It is Faber Music's e-commerce policy never to capture or store any bank card details belonging to our customers within our own systems: all transactions that take place on our website are handled by our payment provider, Stripe. Should you have any queries relating to online payments from our web store that are not covered in these FAQs, we would encourage you to contact Stripe.

 

Shipping

Orders are picked on the day of receipt (during office hours: Monday-Friday, 9.00am-5.00pm GMT, excluding Bank Holidays) and shipped by Royal Mail First Class post by default unless you choose tracked shipping at checkout. 

 

Royal Mail 1st Class Orders can be expected:

UK – 1-3 working days

Rest of the World – up to 14 days

Once the item has left our distribution warehouse it is in the hands of Royal Mail and is not trackable so if you do not receive it within these timeframes or you miss delivery of your order, please check with your local sorting office to see if they have the item. If they do not have it then email support@fabermusic.com, quoting your order number and we will investigate further.

 

Tracked orders

If you selected a tracked carrier for your purchase, please contact our Customer Services team on +44 (0)1279 828988 for a delivery time estimate.

 

Can I combine shipping on 2 orders or add to my existing order?

Unfortunately, once an order has been received and processed, you cannot combine shipping or add to it afterwards.

 

My order is damaged/incorrect

In the event of an order being supplied incorrectly, or if you receive it damaged, please contact our Customer Services Team on +44 (0)1279 828988 or email support@fabermusic.com stating your order number so that we can authorise its return to us. Goods returned in this way should be clearly marked "Web Return". Faber Music will either send you a replacement copy or provide you with a full refund and cover the cost of the return postage.

 

Territory of sale

Unfortunately, some of the content on the web store is restricted in certain countries due to copyright reasons so you may not be able to complete your transaction if this is the case. Territorial restrictions are usually stated on the product page or you will be notified at the checkout.

 

Need an invoice?

If you require an invoice, please print your order summary email. If you require a VAT invoice please contact support@fabermusic.com, quoting your order number and we will organise this as soon as possible.

 

Can I see a summary of my Order online?

Yes, immediately after your purchase, otherwise it can be found in your order summary email.

 

I need an emergency copy at short notice – can I scan or photocopy an existing copy?

Please contact the Licensing Team to request permission for any scans or photocopies of Faber Music products: licensing@fabermusic.com.

 

Digital products

Our sheet music files are delivered in PDF format and can be accessed by clicking the “Download” link in the order summary page immediately after the transaction has gone through, or in the order summary email. They can be downloaded and saved to your computer and you are permitted to make 1 print out of the file, or the number of copies specified in your corresponding choral licence.

Audio files are in MP3 format and can be accessed by clicking the “Download” link in the order summary page immediately after the transaction has gone through, or in the order summary email. They can be downloaded and saved to your computer.

Files are for personal use only and photocopying or digital distribution of any kind without a licence is prohibited.

The link will remain active for 7 days from the date of purchase. If you are unable to save or print files in this time, contact support@fabermusic.com, quoting your order number, for further assistance.

 

How do I print my sheet music?

To print your sheet music, click on the link to “Download” next to the song title on the order summary page immediately after the transaction has gone through, or in the order summary email.

The PDF will start downloading to your browser:

Click on the file to open it once it has finished downloading. You can print it immediately from the browser or save it to your device.

 

Printing from iPad/Android/tablet device?

We would recommend printing from a PC or laptop rather than a tablet device.

 

Printing too small?

PDF files are set to our standard printing specification which is about 95% of the original page size to ensure that all the copyright information fits on the page.

When printing the sheet music some browsers use a default setting that adds additional margins, headers and footers to the page. When you come to print you should ensure that any options for headers and footers are deselected and that fields for margins are set to ‘minimum’ where possible.

Please try re-printing your purchase with these fields deselected.

 

My order is not printing properly /I’m not happy with my print

If you are not satisfied with the print quality of your order please contact the Digital team on support@fabermusic.com, quoting you order number.

 

My order is faulty/inaccurate

We strive to ensure all our sheet music is accurate and of the highest quality. If you are not happy with your purchase please contact support@fabermusic.com, quoting your order number and we will respond as soon as possible.

 

Can I transpose my sheet music?

Unfortunately, this facility is not currently possible with the digital sheet music delivery technology used on our platform.

 

Trying to download audio files to mobile/tablets?

You will not be able to download the mp3 audio file from your purchase directly to your mobile/tablet device due to Apple's proprietary restrictions within their device (hardware and software) framework, which does not permit the importing/downloading of non-iTunes Store-purchased content onto iPhones/iPads. You will instead need to log into your account using a desktop PC/Mac which has iTunes installed, where you should then be able to download the audio file, import it into your iTunes music library and then sync with your other device(s) either via direct cable-linking of the device(s) or via the iCloud service.

 

Why do you need my address details?

We need your address information for two reasons:

To verify your credit card details with the payment provide, and; Certain items on our store are subject to territorial copyright restrictions so they may not necessarily be available to everyone, therefore we also need customer address details to verify whether the sale can go through in that country.

 

Can I photocopy my sheet music?

It is illegal to photocopy music without a licence from the copyright owner. To photocopy without permission is to steal from the composer/author and the publisher.