FAQs

We only have one store located in Fyshwick, ACT.

Absolutely! If we do not have the item you are searching for in stock, we are happy to look at ordering it in.

Special order terms and conditions do apply, so please check our Lay-by & Special Orders page for more details.

We are happy to look into price matching a product you found elsewhere for cheaper. Please contact us via phone, email or through the Price Challenge Request form on the relevant product pages.

Please be aware we may not price match due to varying factors such as stock availability, out-dated pricing and clearance models.

Yes! We offer a variety of services for most guitars, basses and some folk instruments. Feel free to bring your instrument into the store at your convenience.

Please be aware that we may refuse service of instruments that:

- have structural damage
- we feel we cannot improve its playability
- require work outside of our capabilities at the store.

For more information about our restring and repair services, please view our Repairs and Services page or get in touch with us.

We do not service amplifiers, keyboards or similar electronic products. We recommend getting in contact with Shamrock Electronics in Canberra.

Shamrock Electronics: 02 6294 7080

Yep! Gift Cards are available for purchase online and in-store. The unique codes stored in the gift voucher can be used both in-store and online.

As we are predominantly a guitar and piano store, we no longer sell drums.

For drums and percussion, we recommend checking out Groove Warehouse.

We do not actively keep or order sheet music.

We recommend Hal Leonard Australia for your sheet music purchases. Hal Leonard offers shipping direct to the customer.

No, we do not offer any lessons.

Of course! Please contact us via phone or email.

Please Note: For purchases made in-store, please specifically ask for the purchase to be put on your customer file. Otherwise we cannot provide you a sales invoice.

Yes! We take photos of all preowned products, most high-end guitars and guitars that vary in appearance due to wood grain. These can be viewed by using the search filter "Photos" and ticking > Photos Of Actual Guitar. Photos taken by us are dinstinguishable by the blue background.

If a product image has a blue background, this is a photo taken by us and will show the exact product you will receive.

If the product image has a white background, these images are supplied by the manufacturer and are a reference to what the product will look like. When the appearance of a single model varies significantly, we usually will have an identical listing with actual photos (with a blue background as mentioned above).

If you would like us to send you photos of a guitar that only has manufacturer provided photos, feel free to get in touch.

We have a large showroom, so it is not uncommon that our products are on display. We regularly check the guitars on display to ensure they are maintained in optimal condition.

We will check guitars before they are shipped out, restringing them and setting them up if required. If we notice a product has any issues, we will contact you prior to dispatch of your order.

You may cancel your online order at any time providing the order has not been processed and has not yet been collected by a courier company. 

To cancel an order, please contact us as soon as possible via phone or email.

If the order has been collected by a courier service, returning the item(s) to DW Music will be at the expense of the customer and the initial freight cost will not be refunded.

For contact details of recommended piano tuners, please see our Tunings & Service page.

For contact information of local and interstate piano movers, please see our Deliveries & Removals page.

We'd be happy to look into buying your piano.

For more information, please head to our Piano Trade-In Form

We offer free shipping Australia-wide for most guitar effects pedals.

For all other products, you can check the subsidised shipping costs by entering your address during the checkout process, ensuring the product you want is in your cart.

Below are general estimates, so please refer to your tracking details after placing an order.

2-4 Days - East Coast Metro Areas

3-10 Days - WA, NT and Regional Areas

We aim to ship orders within 1-2 business days. For guitars and amplifiers, please be mindful we need to check the product to make sure it is working properly and is suitable for shipping.

Orders are collected by the relevant courier services on weekdays usually at or after 1:00pm.

We cannot send out orders on weekends and public holidays. Freight companies also do not collect orders on weekends and public holidays.

If you purchased an order online, you will receive a notification with shipping details once the item is ready for shipping. To ensure you do receive this notification, please make sure you enter your phone number and email address correctly during checkout.

If you have not received this notification or have questions about your order, please contact us via phone or email.

When an order is placed not via the website, you will receive an email with your tracking number once it has been booked for shipping.

Please note that we cannot ship orders on Saturday, Sunday & Public Holidays.

Occasionally items are not scanned by the courier service driver when collected. In this case, your order is most likely on its way to you and will eventually be scanned upon arrival at a closer facility.

If it has been several days and the tracking has not updated, please get in contact with us and we will chase up on the whereabouts of your order.

If your item arrives faulty or damaged, please get in contact with us immediately. Please also email us about the issue and attach photos of the damage.

For more information, please view our Refund Policy page.

While we do ship some items internationally, due to dealer requirements, there are many brands we are unable to ship overseas.

Feel free to contact us for a quote on shipping fees and to find out whether the product is eligible for international shipping.

Yes, we accept exchanges for other products or store credit for use at a later date.

For us to be able to accept the return, the product(s) must be in the exact same condition as when you purchased it.

Please contact us about the return within 7 days after receiving the item(s).

If a return for an exchange or store credit requires to be shipped back to the store, the postage fee is the customer's responsibility.

For more information please visit the Refund Policy page.

If your product is faulty or damaged - please get in contact with us as soon as possible. We will work with you to reach the best solution whether it is a replacement, repair, exchange or refund.

For more information please visit the Warranties Page. and the Refund Policy Page.

For returns that are considered 'a change of mind', we can accept the return only if:

(a) The product is in the exact same condition as when you purchased it.
AND
(b) It is within 7 days of purchase.

If a 'change of mind' return requires to be shipped back to the store, the postage fee is the customer's responsibility and the initial shipping fee will not be refunded.

Furthermore, a re-stocking fee may apply.

For more information please visit the Refund Policy page.

Online we currently offer the following payment options;

• Most Major Credit Cards
• Apple Pay
• PayPal
• Zip - Learn more here
• Bank Transfer
• Studio 19 - Learn more here
• Gift Cards

We do offer Zip as payment option.

At this point in time, we do not offer Afterpay.

Yes, we happily offer lay-by. For more detailed information, please view our Lay-By & Special Orders page.

If you would like to lay-by an item, please fill out the lay-by form on the relevant product. Alternatively, feel free to contact us.

Yes, we can take payments of up to $400 over the phone.

We accept trade-ins as payment towards a purchase, towards a lay-by, or even to add store credit to your customer account for use at a later date . Alternatively, if you prefer to outright sell your instrument or gear, this is a possible option too. 

For more information about the trade-in process and what kind of items we accept, please view our Trade In / Sell Your Gear page.

Every preowned instrument that is traded in is given a thorough check, clean and setup to make it play as good as possible. We do our best to outline and describe all issues or points that are not original in the description of the product listing.