Shopping With Brian May Guitars
The House Music Group - incorporating Brian May Guitars, the Bass Centre and the Acoustic Centre - is committed to great customer service which, as musicians ourselves, is backed by a hands on, working knowledge of all of our products.
Throughout our long history, we have had some very distinguished clients (Dr. Brian May, WWRY, David Gilmour, John Entwistle, Mark Knopfler, Steve Howe, Richard Thompson, Johnny Marr, Pete Townshend, The Charlatans, Radiohead, Dave Stewart, Guy Pratt, Pino Palladino, Norman Watt-Roy and Gail Ann Dorsey amongst many, many others) and we are committed to ensuring that, regardless of what you buy or how much you spend, you will get the same great service that our professional customers get.
Here you will find comprehensive information about our sales, pricing, order processing & support policies, as well as details about how we are committed to protecting your online security & personal privacy.
Online Payments & Security
House Music and Brian May Guitars take your privacy extremely seriously, which is why we employ two separate levels of high grade security to protect your identity, password, personal information, and payment card details when you register and access your account and whenever you place an order with us.
The BMG online store is secured using a Thawte® SSL123 Digital Certificate.
Whenever you enter and access your account details and/or place an order - Thawte's security technology is employed to encrypt your password and all of your personal information.
This means that ONLY Brian May Guitars can access and read the information you provide on this website.
On all pages protected by this encryption, The Thawte Trusted Site Seal will be displayed, giving you the complete assurance that our site’s identity has been verified and that it is secured with SSL.
By clicking the Thawte Trusted Site Seal on web pages in our secured domain, a verification window will open showing the verified domain name, the certificate authority and the certificate’s validity period.
For more information on Thawte SSL digital certificates, please visit Thawte, Inc. HERE.
All BMG sales transactions are processed by Barclaycard ePDQ Essential — a robust, world class system for online card transactions that provides you with a fast, efficient payment solution and the complete assurance of 128 bit end-to-end SSL encryption.
Once you have have finalised your purchase choice on the BMG website and proceeded to the checkout, you will be transferred to a dedicated hosted page where your payment will be processed.
Payment is accepted by Visa, Visa Electron, Visa Debit, Mastercard and Maestro cards.
Once the checkout procedure is complete, you will be returned to the BMG website for confirmation that your order has been received.
Please note that, in the interests of maintaining maximum personal security, Brian May Guitars does not retain customer credit card details.
UNSUCCESSFUL ONLINE PAYMENTS
If authorisation of your credit card has not been successful — for whatever reason — please refer to your bank or credit card provider for clarification as we will be unable to provide you with further details.
A NOTE FOR CUSTOMERS IN THE UNITED STATES OF AMERICA
Many banks and credit unions in the USA apply an automatic block to any foreign currency purchases, so customers are advised to contact their card provider in advance to verify the bank's policies, the status of their account and, if necessary, to arrange for any additional security layers to be temporarily lifted and avoid the transaction being declined.
Pricing & Currency
As a United Kingdom based company, all Brian May Guitars sales transactions are processed in pound sterling (£ - GBP) and all product prices on our website are displayed in this currency by default.
Worldwide Prices ⋆ Save 20% ⋆
From January 2021, ALL orders shipped outside of the United Kingdom will be zero-rated for UK sales tax.
Customers in the European Union, United States Of America, Australia and worldwide should therefore refer to the 'Worldwide' export price displayed for each product, which includes an effective tax-free 20% discount (in addition to any other promotional or standard discount).
Customers are advised that they will be responsible for the payment of any and all import tariffs, taxes, duties, customs clearance and deferment charges according to local rates and rules. For clarification, we strongly advise customers to contact the relevant customs authorities in their country of residence.
United Kingdom Prices
UK prices are displayed inclusive of standard rate domestic VAT (20%) which applies to all orders dispatched to destinations within the United Kingdom.
For the benefit of our customers in the Euro zone, the United States of America and Australia, prices throughout the BMG website can be displayed in alternative currencies by clicking on the corresponding flag icons in the page header.
Whilst these values are updated in real time to reflect the prevailing mid-market exchange rate, customers are advised that these prices should be used as a GUIDELINE only, as we cannot guarantee the exchange rate that your bank or credit card provider will apply when processing your payment.
If you wish to calculate the estimated cost of an order in another currency not provided here, please use an online foreign exchange converter such as xe.com.
In all cases, please be aware that your bank or credit card provider will almost invariably apply a less preferential exchange rate and, in some cases, may levy an additional surcharge for purchases made in a foreign currency.
We advise that customers contact their bank, credit union or credit card provider for clarification of their exchange rates and their policies regarding purchases made in a foreign currency.
Online Payment Methods
Online payment is accepted by Visa, Visa Electron, Visa Debit, Mastercard and Maestro cards.
If it is more convenient to do so, customers are invited to contact BMG HQ by telephone to complete their credit/debit card purchase.
PLEASE CALL +44  1276 453 079
The BMG/House Music sales office is open Monday through Friday, 10am - 5:30pm UK TIME (excl. national holidays).
PAYMENT BY BANK TRANSFER
If you do not have access to a credit or debit card, payment can also be made by direct bank transfer.
To obtain bank routing instructions for the House Music Group, please click the button below and complete the online form.
Upon successful submission, a member of the House Music sales team will contact you by email.
PayPal / Extended Credit Terms
Please note that we currently do not accept payment by PayPal.
Unfortunately, we are unable to offer extended credit terms, stage payment plans, or cash-on-delivery options.
If all of the contents of your order are in stock we endeavour to ship orders within 3-4 days. Online orders placed over the weekend or during national holidays will be processed the next working day, or as soon as possible.
If there are any problems processing your order you will receive an email or telephone call from our customer service team advising you as soon as possible.
If your order contains any products that are not in stock you will be contacted by a member of our sales team with a supply date.
As soon as your order is prepared for despatch you will receive an automatic notification email, along with the details of the delivery service used and an online tracking number (where applicable), allowing you to monitor its progress every step of the way.
You can cancel your order at any time before despatch.
In addition, you may return any order of despatched goods - in their original packaging - for a full refund within 7 days of receipt.
Please note that our terms and conditions do not affect your statutory rights.
United Kingdom Shipping
UK orders including instruments and/or cases are shipped via DHL with tracking numbers provided at time of despatch. Standard delivery time is 48 hours.
Accessories, hardware, strings, electronics and apparel are despatched via Royal Mail with tracking numbers provided where applicable. Please allow 3-5 working days for delivery.
"Beautiful instrument, carefree shopping. Delivery was faster than advertised. Good track and trace. Customs and taxes went smooth as well. Very secure packaging. Thanks, BMG!" — Rob Michiels • Netherlands
All orders including instruments and/or cases are shipped via DHL or UPS. Standard delivery time is 2-3 business days, depending on exact destination. As soon as orders are prepared for despatch, customers will receive a confirmation email and an online tracking number, allowing them to monitor the progress of their delivery every step of the way.
Accessories, electronics, and apparel are sent via DHL or Royal Mail with tracking numbers provided where applicable. Please allow 7-14 days for delivery to most mainland destinations.
A NOTE FOR CUSTOMERS IN THE EUROPEAN UNION
Post-Brexit, UK VAT is no longer applied to any export orders, so all goods despatched to destinations within the European Union are now subject to a 20% sales tax-free discount at checkout.
However, before delivery, customers in all 27 EU member states must now pay standard rate VAT on the value of the imported goods according to the rules set within their own country, along with a customs clearance charge imposed by their respective governments
For clarification, we advise that customers contact the relevant local customs authorities.
All BMG Products Can Be Shipped Anywhere In the World!
All orders including instruments and/or cases are shipped by our logistic partners DHL or UPS, with door-to-door tracking and full transit insurance. As soon as orders are prepared for despatch, customers will receive a confirmation email and an online tracking number, allowing them to monitor the progress of their delivery every step of the way.
Orders of accessories, hardware, strings, electronics, apparel and smaller items are despatched via DHL or Royal Mail with tracking numbers provided where applicable.
A NOTE FOR INTERNATIONAL CUSTOMERS
Customers are advised that they will be responsible for the payment of any and all import tariffs, taxes, duties, clearance, brokerage and deferment charges according to local rates and rules. For clarification, we strongly advise customers to contact the relevant customs authorities in their country of residence.
CUSTOMERS IN ARGENTINA, BRAZIL, CHILE, PERU & KOREA
For customs clearance, a valid tax ID number, in either of the following formats is required :
Preferred : 13 digit Personal Customs Clearance Code (PCCC) - eg. P123456789012
To ensure that your order is processed efficiently and as quickly as possible, please provide this information where requested during checkout.
All new Brian May Guitars products carry a 12 month warranty against any manufacturing faults. All used or ex-demonstration items carry a 3 month warranty.
Goods returned will be inspected by our own, dedicated on-site engineer and will be replaced/repaired during this period if a manufacturing fault is found.
Returns & Refunds
Should you wish to return anything bought from us, you may return unwanted items within 7 working days after the day of delivery with the following stipulations :
Please note that the following items cannot be returned/refunded under any circumstance :
Brian May Guitars is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Brian May Guitars may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 8th April 2007.
If you do not agree with any term in this Statement, please do not provide any Personal Information on this site.
As used in this Privacy Statement, "Personal Information" means personally identifiable information such as your name, street address, telephone number, credit card information, screen name and email address. The site you entered may collect some or all of these types of Personal Information.
When you supply Personal Information at this web site, we will use it for the express purpose for which it was collected (i.e. for the purposes of shopping on the site). It may also be used by us to send you information or offers about our goods or services which we believe may be of interest to you, or to invite you to participate in market research. At any time, however, you may opt out of such future contact by unsubscribing from our newsletter which is achieved through editing your account details.
We will not release your Personal Information to any third party for any use whatsoever, unless required to do so by law, or by search warrant, subpoena or court order.
Cookies - files or pieces of information that are stored by your browser on your computer's hard drive - are used by Brian May Guitars to track your unique session during your visit to our web site, for purposes of maintaining the shopping basket and processing your order.
Please note : You must have cookies enabled in your web browser to use this website.
What we collect
We may collect the following information :
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons :
We are committed to ensuring that your information is secure.
In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How we use "cookies"
A "cookie" is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website.
Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement.
If you are concerned, you should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways...
Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time, either by clicking the "unsubscribe" link on any Brian May Guitars newsletter, or by contacting us by e-mail directly with your request.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.