Frequently Asked Questions

  1. How long does it take for my instrument to arrive?
  2. What is the £5 I have paid for?
  3. I don't have a printer so cannot return the forms. What do I do?
  4. What make of instrument will I receive?
  5. I am not happy with my instrument. Who do I contact?
  6. What happens at the end of the 2 year rental term?
  7. I am missing an item from the package I have ordered. What shall I do?
  8. I wish to cancel my agreement, how do I do this?

How long does it take for my instrument to arrive?

Normans cannot dispatch any instruments until we have received the signed rental agreement from you. Once we have this we normally ask that you allow 3-5 working days in order for your instrument to reach you.

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What is the £5 I have paid for?

The £5 administration fee is to cover all aspects of the office process in order to ensure a quick and efficient service. This fee is non refundable.

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I don't have a printer so cannot return the forms. What do I do?

Unfortunately we cannot begin any rental without a signed agreement. Please make alternative arrangements in order to complete the printing process.

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What make of instrument will I receive?

The instruments usually supplied on our Rental Package are manufactured exclusively for Normans by Sonata and represent excellent value for money. They have been selected in conjunction with a number of teachers/educators to ensure they are of a quality that will support your child throughout their early years of music making. If for any reason there is a temporary supply problem with the Sonata instruments we will ensure that you are supplied with an instrument of comparable quality.
If your child needs a mini clarinet, please note that the instrument you receive will be a used instrument. This is purely on loan to you until your child is big enough to proceed up to the full size instrument. Once this happens you simply return the mini clarinet back to us and will dispatch a full size brand new Bb instrument to you

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I am not happy with my instrument. Who do I contact?

In the unlikely event that you are unhappy with the instrument supplied to you by Normans, then please ensure that you contact customer services on 08000 281 415 (Option 2) or email support@normans.co.uk and we will ensure that your issue is resolved quickly and efficiently.

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What happens at the end of the 2 year rental term?

The instrument belongs to you. You will have paid 24 rental instalments and once the 24th is settled then the direct debit is cancelled and you own your instruments entirely.

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I am missing an item from the package I have ordered. What shall I do?

Whilst every effort is made to ensure that we do not send a package out incorrectly, occasionally errors can occur. In this instance please contact our Customer Services department on 08000 281 415 (opt 2) or email support@normans.co.uk at your earliest convenience to ensure that the matter is resolved for you.

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I wish to cancel my agreement, how do I do this?

In the hopefully unlikely event that you wish to cancel your agreement you must notify us here at Normans at your earliest convenience. You must have paid at least 3 monthly rentals in order to do so. Once you have advised us you wish to cancel we will send you returns information in order for you to send us your instrument.

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