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
Faber Music Store’s payment provider partner is Secure Hosting. 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

We do not currently offer PayPal as a payment option.

 

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 our Customer Services team on +44 (0) 1279 828988 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 our Customer Services team on +44 (0) 1279 828988 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 Faber's 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.securehosting.com. Should you have any queries relating to online payments from fabermusicstore.com that are not covered in these FAQs, we would encourage you to contact Secure Hosting on +44 (0)845 269 6645 or info@securehosting.com - quoting your Transaction Reference Number in any communication with them.

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 our sales team for details on:  +44 (0) 1279 828988

Can I combine shipping on 2 orders or add to my existing order?
Unfortunately, once an order has been received and processed, you cannot combine shipping or add to it afterwards.

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 and cover the cost of the return postage.

 

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. Territorial restrictions are usually stated on the product page or you will be notified at the checkout.

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.
 
Can I get a perusal copy?
Perusal copies can be requested from the Hire Library by emailing hire@fabermusic.com

I need an emergency copy at short notice – can I scan or photocopy an existing copy?
Please contact the Licensing Team to request permission for any scans or photocopies of Faber products: licensing@fabermusic.com


Digital products
 
Our sheet music files are delivered in PDF format and can be accessed through your ‘Order History’ in ‘My Account’. They can be downloaded and saved to your computer and you are permitted to make 1 print out of the file, or the number of copies specified in your corresponding choral licence.
 
Audio files are in MP3 format and can be accessed through your ‘Order History’ in ‘My Account’. They can be downloaded and saved to your computer.
 
Files are for personal use only and photocopying or digital distribution of any kind without a licence is prohibited.

 
How do I find my purchased products?

1.            Log into your account on the store
2.            Click on My Account
3.            Click on Order History
4.            Click on relevant PO number in the order listing.
5.            If you’ve bought digital goods you can print or download by clicking on the link to "Print here" or "MP3 Download", next to the song title.

How do I print my sheet music?
To print your sheet music, click on the link to “Print here” next to the song title in your Order Details.

The PDF should start downloading to your browser: 
 

 
Click on the file to open it, once it has finished downloading. You can print it immediately from the browser or save it to your device.
 
Printing from iPad/Android/tablet device?
We would recommend printing from a PC or laptop rather than a tablet device.

Printing too small?
PDF files are set to our standard printing specification which is about 95% of the original page size to ensure that all the copyright information fits on the page.
 
When printing the sheet music the browser normally uses a default setting that adds additional margins, headers and footers to the page. When you come to print you should ensure that any options for headers and footers are deselected and that fields for margins are set to ‘minimum’ where possible.
 
Please try re-printing your purchase with these fields deselected.
 
My order is not printing properly /I’m not happy with my print
If you are not satisfied with the print quality of your order please contact the Digital team on epartners@fabermusic.com, quoting you PO Number.
 
My order is faulty/inaccurate
We strive to ensure all our sheet music is accurate and of the highest quality. If you are not happy with your purchase please contact epartners@fabermusic.com, quoting your PO Number and we will respond as soon as possible.
 
Can I transpose my sheet music?
Unfortunately this facility is not currently possible with the digital sheet music delivery technology used on our platform.
 
Trying to download audio files to mobile/tablets?
You will not be able to download the mp3 audio file from your purchase directly to your mobile/tablet device due to Apple's proprietary restrictions within their device (hardware and software) framework, which does not permit the importing/downloading of non-iTunes Store-purchased content onto iPhones/iPads.

You will instead need to log into your account using a desktop PC/Mac which has iTunes installed, where you should then be able to download the audio file, import it into your iTunes music library and then sync with your other device(s) either via direct cable-linking of the device(s) or via the iCloud service.

Accessing purchases from another computer
Orders can be accessed from any computer when signed into Your Account. Click on your Order History for all available orders within the 7-day printing/downloading window.

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:

Faber Music Ltd
Burnt Mill
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?
Our Licensing team can be contacted at the following address:

Faber Music Ltd
Bloomsbury House
74-77 Great Russell Street
London
WC1B 3DA

Phone: +44 (0) 20 7908 5330
Fax: +44 (0) 20 7908 5339
Email: licensing@fabermusic.com
Website: http://www.fabermusic.com/licensing/