DISPATCH INFORMATION

Availability Guide

Pre-Order: If the products you are buying are for pre-order, you will receive your products after 20th November 2020, and a shipping confirmation will be sent a few days before. You can find the product release date alongside the product in store.

We offer pre-orders to make sure that you can reserve your copy of the product before the actual release. We will then endeavour prompt delivery to you on date of release providing you have placed your order enough in advance.

Out stock: The product is out of stock and currently not available.

On Backorder: The product is currently out of stock but will be replenished. As soon as we have received new stock we will ship your order. Usually we will receive new stock for an 'On Backorder' product within 4 weeks.

If this has not answered your question, please click here to contact us

Partial Shipments

If your order contains a pre-order item, all your items will be dispatched to arrive in line with the pre-order's release date. All items in one order are shipped together, we do not offer partial shipment.
If your order contains a product(s) which is currently not in stock we will only dispatch your order once all products are available.

If this has not answered your question, please click here to contact us.

Pre-orders

A pre-order is an order placed for a product which has not yet been released. You can find the product release date alongside the product in store.

We offer pre-orders to make sure that you can reserve your copy of the product before the actual release. We will then endeavour prompt delivery to you on date of release providing you have placed your order enough in advance.

If this has not answered your question, please click here to contact us.

PROBLEM WITH A DELIVERY

Where is my Order?

In the majority of cases, if you haven't received your order within the expected delivery times (listed in 'Estimated Delivery Times') it may be due to:

Pre-Orders: If your order contains a pre-order item, all your items will be dispatched to arrive in line with the pre-order's release date. All items in one order are shipped together, we do not offer partial shipment.

Stock Delay: A delay from the supplier/manufacturer for one or more of your items which may have held up the dispatch of your order. We try to always notify customers via email in these events so please check your inbox.

At your local Post Office: Your order has in fact been dispatched but the postal service/courier could not find or deliver your package (e.g. if you weren't at home to receive it or sign for it). Please check for a delivery card from the post office in your mail box. Unsuccessful deliveries will be send back to our warehouse and your order will be cancelled and you will be refunded (excluding postage costs). If you still want the items, you will have to place a new order.

Incorrect Delivery Address: If your delivery address was entered incorrectly during checkout and the postal service cannot find your address the package will be sent back to our warehouse and your order will be cancelled and you will be refunded (excluding postage costs).

Please also check your email (and SPAM folder) in case Customer Services have already emailed you about a problem with your delivery or a delay to the dispatch of your order and the likely new dispatch date.

If this has not answered your question, please click here to contact us.

REFUNDS AND CANCELLATIONS

Cancel your order

To cancel your order or certain item(s) in your order please click here to contact us here, stating your order number and the item(s) that you want to cancel.

Return item(s)

Please see our Returns Policy for instructions on how to return your item(s).

Return a Wrong Item

If your package includes an item you weren't expecting please contact us stating your order number and the item(s) that you want to return/cancel.

We'll pay the cost of the return delivery and will provide you with a pre-paid, personalised return label. Upon receipt of the package we will either send you a replacement product (if there is available stock), or provide you with a full refund.

If this has not answered your question, please click here to contact us.

Damaged or Defective Item(s)

If you have received a damaged or defective item please contact us stating your order number and the item(s) that you want to return.

We'll pay the cost of the return delivery and will provide you with a pre-paid, personalised return label. Upon receipt of the package we will either send you a replacement product (if there is available stock), or provide you with a full refund.

If this has not answered your question, please click here to contact us.

Exchange an Item

If you would like to exchange an item, please read our Returns Policy first. Unfortunately we do not offer exchanges as such but we are happy to refund your order when have received goods back to our warehouse, so you can place a new order for the items you would like.

Damaged items: If you have received a damaged or defective item please contact our customer service team before returning your items. If your have ordered a limited edition or signed product we will do our best to replace your product but can not guarantee that we have stock left. If we can't offer you a replacement, we will give you a full refund instead.

If this has not answered your question, please click here to contact us.

How to find your Order Number

You'll be able to find your order number in the following places:

• In the confirmation e-mail you received from us, listed as "Order number" • And on the invoice that came with your order.

If this has not answered your question, please click here to contact us.

PAYMENT OPTIONS

What payment methods are available?

We accept Visa Credit, Visa Debit, MasterCard and PayPal.

Note that the payment methods available to you may depend on the product type ordered and your delivery territory.

Security of payments

We take your online security very seriously. The safeguarding of your privacy and confidentiality when using your payment details to purchase products over the Internet is of the utmost importance to us.

All payments are handled securely by our payment gateway and we never get to see any of your card details. All data is encrypted at all times to ensure your transaction and customer record is handled safely.

My payment has been declined

If you have received a 'Declined' / 'Not Authorised' etc. message, this means that our payment gateway was unable to process your payment. Unfortunately, they are unable to give specific reasons as to why a card has not been accepted - the final decision is down to your bank / card issuer.

We suggest that you first check to make sure that you are using a credit or debit card we accept: Visa, Visa Debit or MasterCard.

If you are using a card we accept and your payment is not authorised, then first double check that all the details (Cardholder name and billing address etc.) that you enter on the checkout match the card’s registration details, otherwise the card will be declined.

Failing that, we suggest contacting your bank / card issuer directly. They may be able to provide you with specific information or authorise the payment for you.

How do I get a voucher code?

Vouchers are given out from time to time for limited periods.

We suggest you sign-up to our email newsletters (you can find the sign-up form at the bottom of the page) or join the fan club (if applicable) to ensure you are one of the first to be notified of our promotions.

How do I redeem a voucher code?

You can enter a voucher code on the checkout page of the store. Please click the "Add a voucher code" link, that sits below your order summary, to reveal the box where you can enter your code.

Redemption Codes: If you are using a code to redeem a product which you have already paid for elsewhere, you will have been given a specific webpage URL where you can use your Redemption Code. This code will not work in the checkout but only on the specified webpage URL.

If you are experiencing problems redeeming a voucher:

Please ensure that you are inputting the whole voucher code exactly as it was given to you and that there are no extra spaces included.

Your voucher may have expired or there may be other conditions to use. Please go back to where you received your code and check the details for specific information (for example, minimum order value or a specific webpage URL to use the code rather than on the store Checkout).

Please note that voucher codes may not be combined with any other offers.

VAT

Do I have to pay VAT? – customers within the EU

VAT (Value Added Tax) is charged on products sold by us within the European Union (EU). In accordance with the laws governing members of the EU, we are obliged to charge VAT on all orders delivered to destinations in member countries of the EU. In general, VAT is charged in accordance to the local legislation in each member state.

The Retail Price displayed for products in our stores are inclusive of local VAT. However, your actual VAT rate may vary in accordance to the local VAT rate of the destination country of your order.

Do I have to pay VAT? – customers outside the EU

For dispatch to countries outside of the EU, VAT will not be charged. These packages may however be assessed for import or customs fees or local VAT, depending on the laws of the particular countries.

Additional charges for customs clearance will have to be borne by the recipient. We have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country, therefore you may want to contact your local customs office for further information.

DOWNLOADS

How do I download my order?

For released digital products, once you have gone through the checkout process, you should be provided with your download order link immediately on the purchase confirmation page and emailed a copy of this download link to the email address you entered during the checkout process. Registered Customers will also be able to find the download link in the 'My Account' area of the store.

For Pre-Orders:If the 'Availability' of the product information page is in the future, you will be emailed the download link and the link will be added to the My Account area of the store on the Release date.

To download simply click on the link provided and your browser should ask whether you want to Save or Open the ZIP file package. Select SAVE and choose an appropriate location on your hard drive.

Note: We recommend that you download on a desktop computer and not on a phone or tablet.

How long will the files take to download?

Download speeds and times will vary depending on:

Your internet/broadband package
Your internet connection at the time of downloading. This can vary based upon the number of users on the same Internet Service Provider in your area at that time.
Your share of your network/wireless internet connection. This can vary based upon the number of users on your network at that time.
Your wireless network connection strength if appropriate.
The size of the files you are downloading.
Tip: Download in off-peak times. This may be a bit inconvenient depending on your schedule, but try downloading the file between 5AM and 9AM, or 11PM and 2AM - these are when 'general' internet traffic levels tend to be at their lowest in the UK, so could make a difference.

In general, a typical home broadband package should only take a few minutes to download a standard MP3 album, but it may take longer for any or a combination of the above reasons. Lossless Audio (WAV format) and Videos may take substantially longer, particularly if it is HD content as the high quality files are very large.

My download link doesn’t work / freezes / crashes

Due the vast number of computer setups, network configurations and internet connections, we are unable to provide full technical support on download connections.

If a download link provided does not work, freezes or crashes, it is most likely due to a problem with your internet connection for any of the following reasons.

- There is a restriction on downloading the item from your country
- You have exceeded your permitted number of downloads

Note: We recommend that you download on a desktop computer and not on a phone or tablet.

Why will my file not play?

If a download doesn't play or function as expected, it's often due to a problem with the settings on your player. Because there are so many different combinations of computer setups and software versions, it would impossible for us to provide a sufficient help guide – we suggest searching Google and forums and consulting the media player manufacturer's website for troubleshooting digital media problems.

Media players that we recommend are:

iTunes
VLC Media Player

How many times can I download my purchase?

You will be able to download your product three times after the point of purchase or release date. After you have exceeded this, the download link will no longer work.

What Format do you sell in?

Unless otherwise stated all audio downloads are sold as high quality MP3 (320k 44.1kHz 16 bit) files. MP3 is the most universal audio file format and should be playable by all media players and portable music devices.

For HD Audio, please see our FAQ for HD Audio.

What is a ZIP file?

All the digital files you order in one checkout process are usually packaged together and delivered as a single .zip file for you to download.

A .zip file is a single file folder that allows you to download several files together, and compresses them so they can be transferred across the internet at quicker speeds.

Are digital download products refundable?

Unfortunately we cannot refund orders for digital download products, as the system activates and delivers your unique download link as soon as you complete your order.

However if you have pre-ordered a digital download product and would like to cancel your order and receive a refund, this is possible, provided you contact us before release date.

Can I download my order on my phone / tablet?

We recommend downloading on a desktop computer rather than a phone or tablet.

The audio tracks are delivered in a zip file, which are not currently well supported by android or iOS.

You can, if you choose, download a 3rd party app to allow zip files to be downloaded.

HD AUDIO FAQ

What is HD Audio?

HD audio offers music fans the best quality audio file possible to enjoy. MP3 files, which most music is sold online, is heavily compressed and below CD quality. When you purchase an HD audio file, it is the not only as good quality as a CD, but the studio level quality the band recorded it in. With a richer tonal range and wider sound stage, it offers the fan the best possible representation of how the music was intended to sound!

The HD audio FLAC files are 24bit and at a sampling rate of 96kHz, compared with a standard CD audio format of 16bit and a sampling rate of 44.1kHz.

Simplified, digital audio is recorded by taking snapshots or samples of an audio signal a number of times to reproduce it digitally. In digital audio, 'bit' describes the number of bits of information recorded for each sample, and as such refers to the accuracy ('resolution') of each sample. The resolution of a 16-bit system like CD or WAV audio has a resolution of 65,536, compared with a 24-bit system like the HD audio that has a resolution of 16,777,216.

In addition, the sampling rate defines the number of these samples taken from the original audio source per second – the more samples you take, the more accurate the representation of the original audio source. As such the HD Audio's sampling rate of 96kbps is double that of a CD or WAV file.

What are the differences between a FLAC and an MP3 file?

HD audio offers music fans the best quality audio file possible to enjoy. MP3 files, which most music is sold online, is heavily compressed and below CD quality. When you purchase an HD audio file, it is the not only as good quality as a CD, but the studio level quality the band recorded it in. With a richer tonal range and wider sound stage, it offers the fan the best possible representation of how the music was intended to sound!

The HD audio FLAC files are 24bit and at a sampling rate of 96kHz, compared with a standard CD audio format of 16bit and a sampling rate of 44.1kHz.

Simplified, digital audio is recorded by taking snapshots or samples of an audio signal a number of times to reproduce it digitally. In digital audio, 'bit' describes the number of bits of information recorded for each sample, and as such refers to the accuracy ('resolution') of each sample. The resolution of a 16-bit system like CD or WAV audio has a resolution of 65,536, compared with a 24-bit system like the HD audio that has a resolution of 16,777,216.

In addition, the sampling rate defines the number of these samples taken from the original audio source per second – the more samples you take, the more accurate the representation of the original audio source. As such the HD Audio's sampling rate of 96kbps is double that of a CD or WAV file.

How do I play HD audio files?

HD Audio files are delivered as FLAC files rather than MP3s, to ensure you get the best quality audio. The easiest way to hear your HD Audio files is to open them in a compatible media player on your home computer just like you would play an MP3 file – see below for a few compatible players. Please note iTunes will not play FLAC format files – there are however some third party plugins and work-arounds available if you search for them on Google and are digitally savvy enough to implement them (see How Do I Play HD Audio files in iTunes?).

To get the most benefit of an HD audio music file you can hook your computer up into your home Hi-Fi system, using a soundcard / audio-to-digital convertor that supports 24bit / 96kHz audio. And of course, the better your Hi-FI system the better your HD files will sound. If you are tech savvy and really want to understand how to link your computer with a home audio setup, visit www.computeraudiophile.com

Media Players to play your FLAC HD audio files on your computer

VLC Player: this media player is available for Windows, Macintosh and Linux operating systems, and is well known for its ability to play almost any video or audio file.
Download for Windows
Download for MAC

Other players
Windows PC: Winamp / Media Monkey
MAC: COG Media Player / >Songbird

Please keep in mind that you will need a media player that is compatible with both the FLAC format and 24bit/96kHz resolution files.

How do I play HD Audio files in iTunes?

Please note iTunes & iPods will not play FLAC format files. We recommend you download a media player that will play FLAC files (see How Do I Play HD Audio Files).

If you are digitally savvy enough, there are a couple of work around methods to try and get your FLAC files to play in iTunes, although success is not guaranteed. Here's a couple of methods listed elsewhere on the internet:

MAC
1. Download Fluke HERE
2. Once Fluke is installed. To add FLAC files to iTunes, drag them onto the Fluke icon and they should be converted and added automatically, if you have iTunes set to copy files to your library folder. Read a fuller guide HERE
3. Now you can play your FLAC file through iTunes. If you're going to be moving the files to your iPod, you can use the iTunes' built-in encoder to convert your files to the Apple Lossless ALAC format, which should be almost the exact same size as your FLAC.
4. If you still have trouble getting iTunes to recognise your FLAC files after installing Fluke, try renaming all your FLAC files from " .flac " to " .mov " – this should help iTunes recognise them.

Windows
1. Download dBpoweramp HERE. You'll have to get the trial version of the for-pay version of the software, but it will still convert FLAC to Apple Lossless, and after 21 days it will become the free version anyway (which still works).
2. Once it's downloaded, right-click on any FLAC file on your computer and select "Convert to" and choose Apple Lossless in the drop-down. The first time you do this, you'll be prompted to download an additional codec pack. Do that.
3. Once your codec is installed, select your FLAC files quickly convert them to Apple Lossless (ALAC). You can use dBpoweramp's batch encoder.
4. Add your new Apple Lossless files to iTunes

Can I convert my HD Audio FLAC files to MP3 files?

Yes you can convert the HD Audio FLAC files to MP3, although by doing so you will lose the HD quality. But for more convenient file sizes and an easy way to play on your personal audio player, this might be an option for you.
MAC: All2MP3
There is video tutorial HERE.
Windows: dBpoweramp
There is a guide on how to convert files with dBpoweramp HERE.

DOWNLOADING HD AUDIO

DOWNLOADING HD AUDIO FILES FAQ

Due to the increased level of audio data in the HD audio files, the HD Audio FLAC album files will be are 1GB, where as a typical 320k MP3 is 100-150MB. Downloading the HD audio album will therefore take a lot longer than a regular MP3 album download, 1-5 hours on a typical broadband connection but it may be longer (or shorter) depending on your internet connection.

As the file is big and the download may take some time you may need to pause and resume your download - if for any reason you need to turn off your computer, your web browser crashes or your internet connection drops out.

In most recent web browsers, you will simply be able to go back into your Downloads section and resume your download where you left off.

Internet Explorer users: please note this feature is only available on Internet Explorer 9. For users of older web browsers that do not wish to upgrade to the latest version of their web browser, you can also download an additional download manager to enable pause / resuming of your download.

Where is the Downloads section in my Web Browser?

Internet Explorer (9 only): Go the Tools 'cog' icon and click View Downloads

Note this feature is only available on Internet Explorer 9. If you have an earlier version either upgrade, download an alternative browser listed below, or read on for details about downloading a separate download manager.

Firefox: Go to Tools > Downloads

Chrome: Go to the Tools 'spanner' icon and select Downloads or type chrome://downloads in the address bar

Safari: Go to Window > Downloads

> Using a separate Download Manager Program

For users of older web browsers that do not wish to upgrade to the latest version of their web browser, you can also download an additional download manager to enable pauseable downloads.

PC : Free Download Manager http://download.cnet.com/Free-Download-Manager/3000-2071_4- 10301621.html

MAC: Folx http://download.cnet.com/Folx/3000-2071_4-10904581.html

Once installed, the download manager will usually automatically pick up the download when you click on the DOWNLOAD NOW button. In the event this doesn't happen, simply copy the download link (right click on the button and select Copy Shortcut), open your download manager program and start a new download, and paste it into the download URL section.

Why isn't my download working?

Please check
- Your Internet connection is active and working
- Your firewall is not blocking our servers (particularly if you are in an office environment).
- Your antivirus or Internet security program (such as Norton) is not blocking outgoing Internet connections.

WEBSITE QUERIES

How do I sign up for the newsletter?

You can register for the newsletter to be kept up to date on the latest news of your artist/band on the artist website.

How do I change my password / details?

To update your password, click here to visit our Account page and either login or click 'forgot password' link to reset.

To update your account details, such as your contact information or your address, click here to visit 'My Account' where you can update your details. Please note that if you have already placed an order and noticed a mistake in your address details, click here to contact us and we will do our best to amend the details before the order leaves our warehouse.

How do I use the shop?

Choose the item you want.
Add it to the cart (the cart icon can be found at the top right corner of your screen).
Complete the information required at checkout.