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DV247 - Frequently asked questions

I’ve now registered for an online account, can you add my recent order to it?

Unfortunately we cannot add orders to accounts once placed/processed on our systems.

Confirmations and notifications are sent via email.

I can’t log into my old DV247 account, why?

Due to our previous technical merge with Music Store, some existing dv247 customers have experienced some issues logging into their old accounts.

As such they are prompted at checkout to either re-register for a new account or check out as a guest.

It looks like there are two locations, Cologne and Romford, why?

We have two locations. Our central warehouse is based in Germany and our UK office is based in Romford.

All orders are processed and fulfilled by the central warehouse.

You can contact the UK team on 017 0877 1900 / sales@dv247.com

How can I cancel my recent order?

Please email orders@dv247.com with your order reference we will then arrange a cancellation for you.

Please note that we are unable to cancel orders already in process with the warehouse or in transit with couriers.

If goods are received and you still wish to cancel the order, please email for a return to be raised.

I have placed a finance order online, can I have an alternative shipping address or collect goods?

Unfortunately security rules set by the finance company mean that we have to ship goods complete to the address on the application.

Collection is not possible and goods will be despatched from the central warehouse.

I have placed an order, when will I receive it?

Once you have placed an order, you will receive auto-email notifications to advise.

Please check spam filters as email notifications do sometimes fall into there.

Order confirmations may advise the items are out of stock. Please note the information provided is an estimated time of arrival from suppliers into our warehouse and is subject to change.

If an order is all in stock without any issues, the team will process and despatch.

Shipping confirmation and tracking will be sent to you via email to advise.

Please be advised that we are unable to part ship an order.

My tracking number seems to be in German and doesn’t track, why?

Orders are shipped from the central warehouse in Germany. Please note the delivery date information advised on shipping confirmations is an estimated time of arrival not guaranteed.

Couriers tracking pages can be changed into English if needed, usually by a drop down box located at top of the page.

Once the goods reach the delivery country and deport, the tracking will activate and update again to advise in regards to delivery.

My order is classed as bulk and shipping with freight, how long until it arrives?

Although many of our products are shipped with a standard delivery service, bulk orders have to be shipped with freight services for safety.

If freight shipping is required, we endeavour not to pass on additional shipping costs to our customers but unfortunately this is not always possible.

Once an order is placed, if it is required to be despatched with freight services and an additional delivery charge is applicable to the order, the team will be in contact to advise.

Shipping time to UK, once an order is despatched, is estimated 7-10 working days. Once goods are received by the UK courier deport, the couriers should contact you direct to arrange delivery.

I’ve received my order but have only been supplied with an EU power supply

Please email orders@dv247.com so we can send the correct power supply for you.

We are an educational establishment who have a 30 day invoice account, how can we place an order?

Please send an official purchase order to allfax901@dv247.com for processing.

If you need company/bank details to set our company up as a supplier please email orders@dv247.com so we can supply for you.

Remittances should be sent to accounts@dv247.com.

I need assistance in regards to products, prices or stock availability

Please email sales@dv247.com.

I need assistance in regards to an update on my order, delivery issue or return

Please email orders@dv247.com