K&M DOTW

Frequently Asked Questions

Have a Question? We’ve Got the Answer!

How long does shipping take?

All of our Online Orders are shipped by courier. Items may be shipped from our Auckland warehouse, or wherever stock is closest available. Shipping times usually take from 1-3 business days, and Rural Deliveries may take longer and incur an additional Rural Delivery charge.

Items that are larger than the couriers allowance may need to be sent with a carrier. We use Mainfreight and Kiwi Express for oversized items; however, larger items may not be eligible for Rural Delivery and need to be collected from your local Rural drop off location. Please contact us for any further details.

Click & Collect

When you place a Click & Collect order, you’ll receive a notification as soon as your items are ready for pickup. Please allow up to 24 hours for processing before your order is available.

Please Note: If you haven’t collected your order or contacted us to make alternative arrangements within 2 weeks of placing it, the order will be cancelled and refunded.

What is your return/refund policy?

If you have a change of mind about your purchase, then we have a 7-day window where you may be able to return it for a refund. This requires all packaging, manuals, and components to be in new condition, and any freight associated with it to be paid for.

If you have ordered an item that is unavailable, or a stocking error has occured, then we would be happy to provide a full refund.

Do you offer international shipping?

We do not usually offer International Shipping for orders, but will offer it in specific instances.

Please reach out to us at sales@musicplanet.co.nz for more information.

What payment methods do you accept?

Credit Cards: We accept all major credit cards (Visa, Mastercard, Amex, Union Pay, Q Card, Farmers Card, GEM Visa).

Bank Transfer: Online bank transfer made securely and directly via your bank or banking app. Banks supported: Westpac/ANZ/ASB/BNZ/Kiwi Bank/TSB

ZIP Payment: Take your purchase home now and pay it off in 4 interest-free instalments over 6 weeks. Available Online & In-store. See more here

Afterpay: Use Afterpay to buy now and pay it in 4 interest-free instalments over 6 weeks. Available Online & In-store. See more here

Online Eftpos: Contactless payment option for in-store purchases - a payment request will be sent to your banking app to make a quick and easy bank transfer.

Finance Now: Apply for finance on higher purchases with Finance Now. Only available in-store, apply here

What Warranties do you offer?

All of our Music Planet products come with a 1-year to 3-year warranty, unless specified otherwise.

Our Acoustic Pianos come with a 10-year warranty, and our refurbished Pianos come with a 5-year warranty.

Please email sales@musicplanet.co.nz for more information on any warranty terms.

Out of stock products/Demo & Floor stock

Out of Stock items may be restocked throughout the year, so if an item is unavailable then please send us an email at sales@musicplanet.co.nz for us to confirm shipment ETA's.

In some cases, we would be happy to sell Floor/Demo Stock items if none are available as new. If something you are interested in is showing as 'Out of Stock', then please enquire with us at sales@musicplanet.co.nz and we may be able to offer a Floor/Demo unit.

When are you open?

Our Online Store is staffed between Monday to Friday from 9:30am to 5pm. Orders placed over the weekend will be dispatched first thing on Monday mornings from our nearest available location.

Our physical stores have varying opening hours and can be found on our Store Locator page

What does 'Sent from Supplier' mean?

When an item is sent from our supplier, it means that sometimes we will send products directly from our NZ based suppliers to save time and cost. This rarely affects delivery times.

Can't find your answer?

If you are still unable to find an answer from the questions above, then please feel free to reach out to us at sales@musicplanet.co.nz and one of our staff will be more than happy to look after you.

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