Contact

What can we help you with?

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! Our customer service will be happy to answer your questions from Monday to Friday (excluding public holidays).
We will do our best to answer your questions as soon as possible. Please note that due to extensive research, it can sometimes take a little longer to answer your questions. Thank you for your understanding!



Sheet music shop

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
Webshop
Forsthausgasse 9
1200 Wien
Austria

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 contact form “Information about my Order” 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 contact form “Information about my Order” and we will quickly organize another delivery.

How much are the delivery costs and what is the delivery time for my order?

For your online shop orders we offer the following shipping methods:

Germany
Büchersendung: 3-7 business days – EUR 3.00

Europe
Economy: 7-14 business days – EUR 9.95

World (i.e. outside Europe)
Economy: 15-25 business days – EUR 14.95
Airmail: 7-14 business days – EUR 19.95

Experience shows that shipments overseas can also take longer.

After the successful transmission of your order it will be shipped on the next business day from our warehouse in Mainz, Germany.
As soon as you have received a shipping confirmation by email, the delivery is on its way to you and can neither be accelerated nor stopped by us.
The speed of delivery depends on the Deutsche Post and the postal service of the recipient country.  
Please note that we do not offer tracking service for our shipments.

If you have any questions or would like an express delivery, please write an e-mail to [email protected] before placing your order in our online shop. If you would like us to make an offer for express delivery, please let us know the article(s), the exact quantity(s) and the recipient country.

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.

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.


Hire Material

I want to order the performance material of a UE work, how do I proceed?

If you want to order hire material from the Universal Edition, you can look for the respective work under „Composers & Works“ and click on the „Request performance material“ button. Alternatively, you can also place an inquiry with our Hire Request Tool: www.universaledition.com/hire

I want to produce a CD of a UE work, how do I proceed?

You can name all additional use when you order the hire material. If the information only turns up later, then please contact us via [email protected]

I have already hired the sheet music and just found out that there will be a third-party use (e.g. Broadcast Recordings, Youtube-Streaming,…) – how do I proceed?

Please contact us via [email protected]

I have lost a part / a score, what do I do?

Please contact us via [email protected]


Licences

How do I acquire the performing rights for stage performances?

Find out here if we have got a representative in your country. If this is the case, please contact the representative; if not, please fill in this form and send it to [email protected] or [email protected]

How do I acquire the licence for the dance performance of a concert work?

Find out here, if we have got a representative in your country. If this is the case, please contact the representative; if not, please fill in this form and send it to [email protected] or [email protected]

How do I acquire the right of use for a piece of music in a film?

You have to obtain the sync-rights from the publisher by filling in this form (please send the completely filled-in form to [email protected] or [email protected]) and the right of production from the CD-label (the label can be found on the recording that you are using).

How do I acquire the licence for an audiovisual recording of a performance?

Please fill in this form and send it to [email protected] or [email protected] and your request will be processed.

How do I acquire the licence for streaming my performance on the internet?

Please fill in this form and send it to [email protected] or [email protected] and your request will be processed.


I have a question about the permission of adaption (Re-Orchestrations, Translations) or printed copies

Please contact [email protected]

I have got a question about printing a programme booklet, magazine or CD-booklet.

Please contact [email protected]


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