Shopping With Brian May Guitars
House Music Limited - 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.
In our 30 year history we've had some very distinguished clients (including David Gilmour, Mark Knopfler, Steve Howe, Richard Thompson, Johnny Marr, Radiohead, The Charlatans, Mark King, Marcus Miller, Guy Pratt, Pino Palladino, Norman Watt-Roy and, of course, Dr. Brian May himself) but, regardless of what you buy or how much you spend, we are dedicated to providing the same superlative service to all of our customers.
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.
BREXIT - A NOTE FOR OUR EUROPEAN CUSTOMERS
Following the invocation of Article 50 of the Treaty of The European Union, the UK was scheduled to officially leave the EU at 11pm on Friday 29th March, 2019 (the much talked about "Brexit"). However, as the British Parliament was unable to reach a consensus decision to ratify the Withdrawal Agreement and Political Declaration agreed between the UK Government and the EU by this date, this deadline was extended by EU27 leaders until 31st October 2019.
Although Brexit will almost certainly change the way that UK companies trade with customers within the European Union, it is still impossible to predict exactly what these changes will be. In fact, whether Brexit will even occur at all is still open to robust debate.
So, please be assured that - now and for the immediate future - our current European pricing, sales tax policy and shipping terms for all orders including Brian May Guitars will continue to remain in effect.
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.
Selected areas of the BMG website are secured using a Thawte® SSL123 Digital Certificate.
In these areas - which include all pages where you enter and access your account details and/or place an order - Thawte's Digital Certificate 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.
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.
Please note that, in the interests of maintaining maximum personal security, Brian May Guitars does not retain customer credit card 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 transactions, so customers are advised to contact their bank in advance to check the status of their account and, if necessary, arrange for any such block to be temporarily lifted and avoid the transaction being declined.
If it is more convenient to do so, customers are invited to contact BMG HQ by telephone to complete their credit card purchase on +44  1276 453 079. The sales office is open Monday through Friday, 10am - 5:30pm UK TIME.
Pricing & Currency
As a United Kingdom based company, all Brian May Guitars sales transactions are processed in UK POUNDS and all product prices on our website are displayed in this currency by default.
By law, our standard prices are displayed inclusive of UK sales tax (20%) which applies to all orders dispatched to countries within the European Union.
Export Price - Save 20%
All orders shipped OUTSIDE of the EU are exempt from UK domestic sales tax.
Customers in the United States Of America, Australia and Worldwide should therefore refer to the EXPORT PRICE displayed on each product, which includes an effective tax-free 20% discount on ALL purchases.
Currency Display / Currency Tool
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 these alternative currencies :
These can be displayed by clicking on the corresponding flag icons here or at the TOP of every page on the BMG website.
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.
Your bank or credit card provider will almost inevitably 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 policies.
Online payment is accepted by Visa, Visa Electron, Visa Debit, Mastercard and Maestro cards.
If you do not have access to a credit or debit card for purchase via the BMG website, payment can also be made by direct bank transfer.
For full bank account details and routing instructions, please CONTACT the BMG sales team directly.
Please note that we currently do not accept payment by PayPal.
If all of the contents of your order are in stock we endeavour to ship orders within 3-4 days. Orders placed over the weekend are usually processed the following Monday.
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 service team with a supply date.
When your order is despatched you will receive an email to notify you, along with the details of he delivery service used and a tracking number, where applicable. You can then track the progress shipment by clicking on the tracking number on the orders page in the "My Account" area.
You can cancel your order at any time before despatch.
In addition, you may return any order of despatched goods - in their original packaging - 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 are shipped via UPS. Standard delivery time is 48 hours. Online tracking is available.
Orders of accessories, apparel and other items are despatched via Royal Mail. Please allow between 3-5 working days for delivery.
Orders including instruments are shipped via UPS or DHL. Standard delivery time is 4-5 days, depending on destination. Online tracking is available.
Orders of accessories, apparel and smaller items are despatched via Royal Mail. Please allow between 7-14 working days for delivery to most mainland European destinations.
All Brian May Guitars products (with the exception of the BMG UKE *) can be shipped ANYWHERE in the World!
Orders of instruments and cases are shipped via UPS or DHL. Tracking numbers will be provided to allow you to see the progress of your shipment.
Orders of accessories and apparel are despatched via Royal Mail.
A NOTE FOR INTERNATIONAL CUSTOMERS
Please be advised that you will be responsible for the payment of any import duties and taxes relevant to your country. We suggest that you contact the customs agency applicable to your location for clarification of import duty tariffs.
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...
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.