You have questions concerning our products, our online shop or other issues? We collected a few Frequently Asked Questions for you. If you don't find the answer you need, don't hesitate to contact us!
Can I return my order?
If you have made an order and have been sent the wrong products you can, if it is within 14 days, return the products without any problems or questions asked. This applies to all the products in one given order or individual items. Damaged goods however, cannot be returned. Please return your unwanted items to the following address:
Universal Edition AG
How do I get my money back?
Once we have received the unwanted goods, one of our staff members will immediately contact you and discuss the next steps regarding your repayment.
Can I track the shipment of my order online?
Unfortunately, it is not possible to track the delivery of your order, because we do not receive a tracking number from our partners who deal with the delivery of our online products. If your goods have not arrived within the delivery time indicated by us, we would ask you to contact us using the “Information about my Order” form and we will quickly organize another delivery.
I have not received my goods, what should I do?
If your goods have not arrived within the delivery time indicated by us, we would ask you to contact us using the “Information about my Order” form and we will quickly organize another delivery.
How much are the delivery costs and what is the delivery time for my order?
We are happy to offer the following delivery options for your order:
Standard Post - 1–3 days - EUR 3,00
Economy Airmail - 6–10 days - EUR 9,95
Express Airmail - 3–6 days - EUR 14,95
World (i.e. outside Europe)*
Economy Airmail - 10–15 days - EUR 14,95
Standard Airmail - 5–10 days - EUR 19,95
* While we send your music as quickly as possible (usually by the next day), we unfortunately do not have any influence on the time it takes your music to reach you. The further you are away from our warehouse in Germany, the longer your music will take to reach you. From experience, that can take a couple of weeks to the USA and three or even four to Asia and South America.
I bought a download product, how do I get the data?
There is a link in the order confirmation that you received which you can use to download the file after completing your order. If you have set up a customer account with Universal Edition, the file is also in "My Account" under "My PDF downloads".
I have received damaged goods, what should I do?
Sorry to hear that your order has been damaged in transit. Please inform us using the contact form “Damaged Delivery” and we can organise a replacement to be sent immediately.
I have not received the goods I ordered, what should I do?
Sorry to hear that there has been an error in processing your order. Please inform us using the contact form "Incorrect Delivery" and we will send a replacement immediately.
What are the various payment methods at Universal Edition’s Sheet Music Online Shop?
You can pay for your order in our shop by credit card, PayPal or by direct transfer. We accept credit cards Visa, MasterCard, American Express, JCB and Diners Club. The debit to your credit card account is carried out on the completion of your purchase.
How can I learn more about the latest news and new releases?
The UE Newsletter provides you with current information about what’s happening in the music world – whether it's about our composers and their works, new issues, events or other news. You’ll find it all in our free newsletters quickly and easily! Register here!
I have forgotten my password and cannot sign in anymore, what should I do?
We will gladly send you a new, randomly generated password which you can then change when you are in the process of making an order. Here you can request a new password.
Can I make an order from you by phone or fax?
Unfortunately, an order by phone or fax is not possible. We would ask you to please make your order online in our webshop. If you have any questions about our titles or the ordering process, we can help you. Please contact us via the Contact Form and we will come straight back to you.
I think I have found an error in a product, what should I do?
In this case, we would ask you to contact us via the contact form "Feedback or complaint about a product". We will then contact you about this as soon as possible.