Questions about the store
Delivery & Shipment
When will my order be shipped?
In most cases, orders are shipped within 7-14 days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
How long will it take for my order to arrive, once it’s been shipped?
Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping.
Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. Once an order leaves BEX HQ, carrier shipping delays may occur due to factors outside our control. We unfortunately cannot control how quickly an order arrives once it has left.
Please note that shipping delays will occur if you provide an incorrect address at checkout. Please note, if your package is returned to our facility due to a shipping error, we will contact you via the email address provided with your shipping information.
My item was shipped, but still hasn’t shown up. Is it lost?
You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits. You will need to get in contact with our team at your earliest convenience in order for this to be processed.
- For orders shipping within the EU - if you have not received your package within 3-4 weeks after shipment, please reach out to us via email as soon as possible so we can resolve the issue for you.
- For orders shipping outside of the EU and Rest Of World - if you have not received your package within 6 weeks after shipment, please reach out to us via email as soon as possible so we can resolve the issue for you.
- For orders shipping in the UK - if you have not received your package within 2 weeks after shipment, please reach out to us via email as soon as possible so we can resolve the issue for you.
Loss of package due to incorrect shipping address…
Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.
My order is shipping to a country outside of the EU, will I have to pay customs/import fees to receive my order?
Depending on your country and where you are ordering the product to be shipped to, you may be charged customs/import fees. Please be aware customs charges and fees are the sole responsibility of the purchaser; we, BEX are not responsible for any additional customs charges or fees once your package has left HQ.
If you decide to refuse the fees and charges at time of delivery, your order will be returned to us. Once we receive your package, we will then process the refund for your purchase.
*Please note, customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.
*If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information prior to placing an order.
How do I download the sheet music I have paid for?
Firstly, thank you for purchasing one of BEX’s digital downloads! Secondly, once you have purchased the digital download, you will receive the order confirmation followed by an email with the download link. The link expires 24 hours after the purchase so we recommend downloading as soon as you have received the link.
I’ve purchased a digital download but my link has expired… HELP?!
Thanks for the purchase! Sorry to hear the link has expired, as mentioned in the product description the links are only live for 24 hours. If you click the expired link, you will receive a new link to the email address provided for the initial purchase. If you’re having trouble accessing, please get in touch with one of our team via email and we will be happy to help.
Cancellation, Payment & Orders
Can I change or cancel my order?
Unfortunately, once the order is placed, we are unable to change any information on an existing order once it has been processed for shipment. This includes your shipping address, billing information, item type, size or quantity. Once an order has been fully processed, we cannot cancel the order. If you have not yet received your shipping confirmation, we may be able to process an address change or cancellation. Please contact us via email.
*Please note an address change or cancellation request is not guaranteed until one of our team has confirmed your request has been fully processed.
Once I place an order, when will my account be charged?
All orders on our Shopify store will be charged for the full cost of your order immediately by card. On completion of order & providing your details, you will receive full order details via Email. *If for any reason you see any additional pending charges on your account, please allow up to 3 business working days for this to reverse. If this does not reverse, and there has been a billing miscalculation/error, please get in touch with us via email
Can I place an order over the phone?
At the moment, we can only accept orders placed through the website. If for some reason you are having trouble or issues accessing the site or part of the site, please contact us via email and we will do our best to help.
Can I get a different size or colour than what is offered through the store?
Unfortunately, no. If a certain size, colour or product is not appearing online, it is currently unavailable/not in stock.
What happens if you run out of stock of an item I have already ordered?
Our stock control is run with live inventory, however, in rare cases when an item runs out of stock after an order is placed, we will contact you as soon as possible to exchange the affected item for another of equal value. This will be first via email and then telephone if necessary. At BEX we make every effort to ensure inventory is accurate to avoid this happening. *Please note that if we do not get a response from you within 5 business days, we reserve the right to refund your order in full.
Damaged or Incorrect Orders
What do I do if my order has arrived damaged, incorrect, or incomplete?
If your item has arrived damaged, or you received an incorrect item, we ask that you provide us with photographic evidence to verify the damage and/or to confirm which incorrect item was shipped. This will enable us to identify what went wrong and will help us to prevent similar issues for you and other customers in the future. Please note, we are only able to process a refund or exchange for damaged and/or incorrect items within 30 days from the date you received the order. Once we receive the photos and full order information, we will issue a return label to you via email. Once you have shipped the affected item to our HQ, we will ship you a replacement at our earliest convenience. Please do reach out to our team as soon as possible by emailing us - this will allow us to resolve your issue as quickly and efficiently as we can! Please note - we are not responsible for any damages once the item has been used.
The item I ordered has arrived and it doesn’t look like the photo on the store?
Sometimes the images used on the store are digital mock-ups of what the product is intended to look like - particularly for “Pre-Sale” items. This will typically vary once the product is created and shipped out.