FAQs

General

Need to get in touch? Check out our Contact Us page to make an enquiry with a member of our team. 

Payments and Order Management

Following any processed order on the website you will receive email confirmation that the transaction has gone through and an Order Notification summary email receipt from Faber Music. Please quote your PO 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 with the exception of Laser and Amex. 

PayPal

Paypal is used as the payment provider for all transactions on the website. 

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 Bärenreiter UK on +44 (0) 1279 828930 who may be able to organise alternative payment over the phone. 

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

If you are a school or music shop, please call Bärenreiter UK on +44 (0) 1279 828930 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). 
• You don’t need to include an issue number unless you are using a Switch, Maestro or Solo debit card, or a start date if this information is not included on your card but please ensure you always enter an expiry date.
• If you receive a “Transaction denied: card declined” message this is likely to be because some card-issuers are very strict with online card payments and if you don't make purchases on this website very often they may be inclined to refuse the transaction, even if there are enough funds in your account to pay for your order.  This is more likely to happen if you are based outside of the UK.

If you have checked your card details and they are all correct, we suggest that you contact your card-issuer and ask them to authorise the transaction from our website and then try to complete your order once again.

Alternatively, try using a different credit card to complete the transaction. 

Online payments

It is Bärenreiter UK 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 www.paypal.com. 

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.  

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. Currently we are unable to track orders 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 PO number and we will investigate further.

If you require your order more quickly we can organise a courier for an extra fee. Please ring Bärenreiter UK for details on:  +44 (0) 1279 828930

Territory of sale

Unfortunately some of the content on the web store is restricted in certain territories due to copyright reasons so you may not be able to complete your transaction if this is the case. You will be notified at the checkout in this instance.

Need an invoice?

If you require an invoice please print your order Confirmation email.

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

Can I see a summary of my Order online?

Yes, log into Your Account on the store and check your Order History. Here you will see a summary of items in your order.  

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 PO number so that we can authorise its return to us. 

Goods returned in this way should be clearly marked "Authorised Return". Faber Music will send you either a replacement copy or provide you with a full refund.  

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

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 territory.

Can I photocopy my sheet music?

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

How do I contact the Hire Library to make an enquiry?

Our Hire Library can be contacted at the following address:

Bärenreiter Hire Library

Elizabeth Way
Harlow, Essex
CM20 2HX

Phone: +44 (0) 1279 828907/8
Fax: +44 (0) 1279 828902
Email: hire@fabermusic.com
Website: www.fabermusic.com

How do I contact the Licensing Department to make an enquiry?
Please contact Bärenreiter UK via the Contact Us page.