Frequently Asked Questions

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Got any questions about ordering, visiting or shopping with PMT? Check out our most Frequently Asked Questions below. Alternatively, call or contact your local PMT Store and our In-Store Experts are happy to help.

Orders

It’s easy! Find the product you want using our handy search bar or by browsing through products and click ‘Add to basket’. At any time you can see what’s in the basket by clicking on the little basket icon. When you’ve finished browsing, click on the checkout button and enter your delivery details.
Yes - you can call our Sales Team on 0151 448 2089 to place an order securely via phone. Alternatively, navigate to your local PMT Store page and call them to arrange a visit or make a purchase via telephone.
You’ll get an email confirmation sent to you, confirming your billing address and item(s) bought. Plus we’ll give you an order number too. So if you ever want to check on your order, you can log in online (if you’ve created an account). On the day of your order’s dispatch, you will receive a tracking email from us and one from our couriers - DPD.
Yes! On the shopping basket before the Checkout, simply select the 'Plain Packaging' check box and we'll ensure any logos are hidden on your parcel.
Not to worry - simply call us on 0151 448 2089 or visit one of our stores and we will be able to offer more information on availability, price and discuss your requirements. You can place an order via telephone, or we may have a suitable alternative in stock.
Have you found a discount code or Voucher Code to use at PMT Online or in-store? Chances are if you have found the discount code online from an external website (aka, not on pmtonline.co.uk), it will not be valid to use on PMT Online or in a PMT Store. Professional Music Technology only accepts discount codes and vouchers that have been created by PMT directly, unless stated otherwise in the discount/ voucher's Terms and Conditions. If you have found a discount code for PMT online and you are unsure if it is valid to use on PMT Online or in a PMT Store, please contact marketing@pmtonline.co.uk

At PMT, we always make sure we have the best gear, plus the best prices to go with them but sometimes our price mice get a little bit overexcited and miss the odd thing… so if you do see the same guitar or drum head, audio interface, or anything on our website at a lower price from another retailer, please let us know and we’ll try our best to beat them to it with a matching or even better deal – online or in PMT stores!

Please note that Terms & Conditions apply to Deal Match:

Must be a UK-based seller with the item in stock both at PMT and with the competitor, and is not available in conjunction with any finance or other offers.

To Request a price match simply press the 'Price Match' icon on the product page and fill in our easy-to-use form.

Through our website we currently only ship to UK. If you'd like to go further afield we can sometimes quote depending on the location- for more details call 0151 448 2089.

PMT Gift Cards can be purchased Online and in all PMT Stores for £100, £50, £25 and £10. Check out our Terms and Conditions for PMT Gift Cards for more information:

PMT Gift Cards can only be redeemed at PMT stores in the UK (subject to website terms and conditions).

  • There is no option to redeem your gift voucher online.
  • It may be exchanged for goods of a higher price than the face value of the card on payment of the difference.
  • If any product purchased with a gift card is subsequently exchanged for a product of a lower price or a refund, any money owing will be added to the remaining balance on the card.
  • This gift card cannot be exchanged for cash.
  • Product exclusions may apply.
  • If you do not spend the entire balance on the gift card the remaining balance will be updated after each transaction and shown on your printed till receipt.
  • This gift card can be activated with a minimum value of £10 and has a maximum value limit of £500.
  • This card can be topped up to the maximum value limit.
  • This gift card will be valid for 12 months from the date of the last added balance.
  • Any remaining balance will be cancelled on expiry of the validity period. Please check in store for balance enquiries or contact us on 0151 448 2089.
  • Please treat this card as cash.PMT will not accept liability for lost, stolen or damaged cards.
  • This card is not a cheque guarantee, credit or charge card.

PMT reserves the right to amend the terms and conditions of the gift card at any time and to take appropriate action, including the cancellation of the card if, at its discretion, it deems such action necessary. This does not affect your legal rights. Errors and omission excepted.

We have to do a small security check on all orders. This is to protect you and us from fraud. Generally this will pass by without a hitch, but if your order is declined for any reason, we’ll give you a quick call to make sure everything is OK before we proceed. If you’ve tried to purchase an item on finance and you have been declined, you may also be contacted by the finance company.
We often ship parcels from multiple store locations, so they can arrive at different times of the day via our Couriers. Don't panic, though - you should receive delivery notification via Text or E-Mail. Even if your order arrives in two packages you will only pay one shipping cost for your order, regardless of how many parcels we send out to you (Orders over £99 to the UK are Free Delivery!).

Stores

Yes - if an item is not in stock yet, you can place a Pre-Order in store and we can arrange to deliver the product to you after it arrives with us. This is a great way to virtually 'get in the queue' early for the latest gear.

Yes - we offer a Click & Collect service. You can pay for a product online, in full, and collect the item in-store within 2 hours (providing the item is in stock at your required location). Just make sure you bring proof of your purchase, such as a Confirmation E-Mail and Order Number, as well as a form of photo ID and we'll have it ready for you in your local store.

Yes. If you want to trade in your old gear and get something new, pop into your nearest PMT Store to get an estimate for your pre-loved equipment. If we like the look of your gear, we’ll offer you a price! Part exchange can only be offered in store - never over the phone, through email, via social media or online - as the pricing for your gear will be down to the discretion of the store manager. The manager will price your pre-used items based on condition, age, availability and re-sale value. Find out more about Part Exchange at PMT Stores.

Whilst we don't officially provide instrument lessons in-store, we frequently support and work in conjunction with local tutors to each PMT Store. Your in-store experts can advise on any recommended tutors. We also work alongside the 'Learn To Play Day' organisation where we host events at certain times of the year. Details of these events are posted to our Blog and Social Media.

In some PMT shops, yes we can! In PMT Birmingham, Manchester, Cambridge, Southend and Leeds there is a dedicated Luthier that can repair your guitar. Costs will vary depending on what service you are after, what guitar you bring in, and how much damage you’ve done!

In most cases your local PMT store will usually be able to repair your guitar for you. Alternatively, they will recommend to you a nearby trusted guitar workshop that will get your axe spruced up and rocking again in no time.

All stores have at least one guitar expert who can restring and set up your guitar – give your local PMT a call before you pop in to check someone is available and to confirm prices.

However, you can check a general guide to prices on guitar setups and maintenance costs HERE.

Yes, we can! We offer guitar restring services in all of our stores. This cost will vary depending on whether you need us to restring a 12 string, bass, electric or acoustic guitars, but will take into account any set of strings you purchase from us. Don't worry - it's very budget-friendly and we can even show you how to do it, to save you money in the long run.

We can restring a guitar for you quickly and effectively, ensuring your guitar is in tune and ready to go. We take all the fuss out of guitar restring services and will restring a guitar using your preferred strings.

If you need restring guitar services in the UK, PMT have got you covered.

Unfortunately, our Liverpool Warehouse location is currently Collection-only. We don't have any demo facilities in Liverpool, but we have our Manchester Store location a short trip away if you want to get hands-on with any gear.

Your PMT Account

No, you can simply check out as a Guest. We'll need an E-Mail address for your Order Confirmation and Shipment notifications, as well as a telephone number and address for delivery. Creating a PMT Account has its benefits like Order History, Newsletter E-Mails and more, but the choice is yours!
It is really easy to create an account. Simply click My Account, and if like us you always forget your login details, you can log in using your Facebook or Twitter too! You can also change the details on your account in this section too, including your password.
Don't panic! Firstly, check your E-Mail Address and Password are correct. If you can't remember your password, simply use the 'Forgot My Password' link to generate a secure one via your registered E-Mail address. Alternatively, call us on 0151 448 2089 and we can help. Note if you had an account on our old website the old password 'should' work, but if it doesn't you can reset it the same way.
At PMT Online, and in PMT Stores all advertised prices are inclusive of VAT but if you need a separate VAT invoice, we can provide one for you – just ask! Also, if you’ve purchased any gear from PMT and you reside either outside the EU, or you are leaving the EU and you’re not planning on returning for at least 12 months, you can claim back the VAT on your purchase. Speak to the sales team or the PMT crew in your local store about the VAT Retail Export Scheme.
If you are logged in to a registered PMT Account then Yes - our Sales Team can assist you with any issues over the phone or via our Livechat feature.
Unfortunately no - we are unable to do this. Our Sales Team can assist via telephone on 0151 448 2089 if more information is required. Please keep your current PMT account details safe and secure, and any future orders moving forward will be visible on your online 'My Account' screen.

Products

When you place an order online, we dispatch the majority from sealed, boxed stock in our Warehouse. However, if stock is limited or in short supply, the website may show 'limited availability' and we may dispatch an instrument that has been carefully placed on display in-store. These instruments will be inspected, cleansed and re-packaged by our dedicated in store online teams to ensure it is A1 condition. If a product is specifically an ex-demo, B-Stock or Pre-Loved item, we provide as much information about condition on the product page prior to you placing an order. Any issues we will contact you in advance of shipping.
If there is a particular item you would like to see the individual detail on, please call us on 0151 448 2089 and we can supply it, or visit us in store.

Returns

If you have ordered a product online and wish to return it, and if we can't help resolve any issues, simply call us to obtain a Returns Number and we can arrange collection. For more information on our full Returns procedure, click here.

To reduce the contamination issues in PMT Stores occupied by the public - We will not accept any online returns in the stores. All purchases originally made online must be returned to our Online Returns Department, located at our Warehouse. This won’t be forever, it’s a COVID-Secure measure and we hope to relax these measures by end of August / September. Please call us on 0151 448 2089 to organise Return or Replacement of an Online Order.

Yes - nearly every product we sell is covered by a manufacturer's warranty between 2-10 years. The length of any extended warranty is covered on the product page of the website.

For any product clearly defined and sold as Second-Hand or Pre-Loved,you receive a 3-month warranty period (90 days).

For any Ex-Demo or B-Stock product, this is based on the original manufacturer's warranty. Please contact our Sales Team on 0151 448 2089 for information on Warranty for a specific product.

Microphones, in ear products and anything you place in or near your mouth once removed from packaging due to health and safety issues. Also, any bespoke products made to order or made to your specification cannot be returned.
If you purchased a product in a PMT Store, you can return the item for a Credit Note at an alternative PMT Branch if required. Please call your local store ahead of your journey and we can accommodate your request.

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