FAQ

• Do I have to order online?

  Yes, as this is the safest and most secure method of paying. Unfortunately we cannot process telephone orders.

• How do I know that you have received my order?

  After you hit the Submit button you will receive a message confirming the Order ID. You will also receive an email as confirmation that the order has been placed. Please allow up to 30 minutes for this email to arrive. A second email will be sent once your order has been completed by our warehouse.

• Can I make changes to my order?

  Unfortunately, once you’ve submitted your order it is not possible to amend any details of the order. If you change your mind about a product please refer to our Returns Policy for information on ‘How to Return’ products, or contact our customer services team.

  You can amend your account details, such as the delivery address for future orders, but this does not change any details to your exsisting order.

• Can I track my order?

  Yes, if you have selected a tracked service, please log into your account or contact us to find your tracking number. If you have selected any of the following delivery services, your parcel does not include tracking information I’m afraid.

• First Class
• Europe Standard
• Row Standard
If you require the delivery by a certain date or wish to track the progress of your parcel, please select a tracked service.

• Can I cancel my order?

  Unfortunately, once you’ve submitted your order it might not be possible to cancel it, due to the order potentially being on its way. If you change your mind please refer to our Returns Policy for information on ‘How to Return’ or contact our customer services team.

• I've received an incorrect or faulty item?

  Please contact us regarding any incorrect or faulty items with images and details of the damaged/incorrect product, we can then asses your order and advise with the best procedure to resolve this.

• Where do you deliver to?

  Albania
  Algeria
  Andorra
  Argentina
  Armenia
  Australia
  Austria
  Bahrain
  Bangladesh
  Barbados
  Belarus
  Belgium
  Belize
  Bermuda
  Bolivia
  Bosnia and Herzegovina
  Brazil
  Bulgaria
  Canada
  Chad
  Chile
  China
  Costa Rica
  Croatia
  Cuba
  Cyprus
  Czech Republic
  Denmark
  Egypt
  El Salvador
  Estonia
  Falkland Islands (Islas Malvinas)
  Fiji
  Finland
  France
  France, Metropolitan
  Georgia
  Germany
  Ghana
  Gibraltar
  Greece
  Greenland
  Guernsey
  Guinea
  Hong Kong (SAR)
  Hungary
  Iceland
  India
  Ireland
  Israel
  Italy
  Jamaica
  Japan
  Jersey
  Jordan
  Kenya
  Korea, North
  Korea, South
  Kosovo
  Latvia
  Liechtenstein
  Lithuania
  Luxembourg
  Macedonia, The Former Yugoslav Republic
  Malta
  Isle Of Man
  Mexico
  Moldova
  Montenegro
  Monaco
  Morocco
  Netherlands
  Netherlands Antilles
  New Zealand
  Norway
  Pakistan
  Philippines
  Poland
  Portugal
  Puerto Rico
  Qatar
  Romania
  Russia
  San Marino
  Saudi Arabia
  Serbia
  Singapore
  Slovak Republic
  Slovenia
  South Africa
  Spain
  Sri Lanka
  Sweden
  Switzerland
  Taiwan
  Tanzania
  Thailand
  Tunisia
  Turkey
  Ukraine
  United Arab Emirates
  United Kingdom
  United States

• Do you deliver to PO Boxes and BFPO addresses?

  Yes

• How much does delivery cost?

  Our delivery costs are based on weight, across all countries. Once you have logged into your account and added the products you wish to purchase the postage cost for your order will be displayed and also alternative delivery options.

• Will I be charged customs and imports duties?

  Any customs or import duties are charged once the parcel reaches its destination Country. The charges must be paid by the customer receiving the order.

  Unfortunately, Music and Merchandise have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend you to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

• How long will delivery take?

  Please refer to the delivery page

• Can you deliver to a different address than my billing address?

  Yes. This can be a work address or another residential address. If you are selecting a work address please ensure you always put the name of the Company or Organisation in the address field, as well as the contact name to ensure it is successfully delivered.

• What if I am not in when my parcel is delivered?

  The delivery company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can pick your parcel up from.

• Is my postcode eligible for Saturday delivery?

  All UK post codes are eligible for Saturday delivery, except those listed below:
  AB (All)
  BT68
  BT69
  BT70
  BT71
  BT74
  BT75
  BT76
  BT77
  BT78
  BT79
  BT81
  BT82
  BT92
  BT93
  BT94
  DD (All)
  DG (All)
  FK (All)
  IV (All)
  KA (All)
  KW (All)
  KY (All)
  PA (All)
  PH (All)
  TD (All)
  GY ( All)
  HS ( All)
  IM ( All)
  JE (All)
  TR21
  TR22
  TR23
  TR24
  TR25
  ZE1
  ZE2
  ZE3
  

• What if my parcel does not arrive?

  If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with our customer services team, have you tried the following?

• Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.
• Checking if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
• Checking with your neighbours to see if they have accepted the parcel on your behalf.
• Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
• Checking if you have requested your items to be shipped via a tracked service the tracking link via your confirmation email or log into my account to view the up to date tracking information.
• If you still can't find your parcel, please email us using the contact us page and quote your order number. We'll reply within 24 hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you missing order.

• Can i return an item?

  Yes. We want to give you a hassle-free way to return anything. Once you have received your order, you have 14 days to decide if you want to keep it (including sale items).

• Want to return something?

  No problem, all we ask is that you make sure we know the order number your return relates to, your details and whether you want a refund or to change it for another size, colour or item. We can’t do this without these details, so make sure the returns form is filled out and placed in your returns parcel.

  As soon as we receive it, we’ll check it to make sure it’s all okay, and then either refund you or order your replacements. We aim to get all this done within 48 hours of receiving the items back.

  We’ll send you an email as soon as we are confident the goods are in their original condition and the return has been allocated to your account

  Any refund will automatically be issued to the card you used to place the original order.

  If for any reason your replacement is unavailable, we’ll automatically refund you and send you an email to let you know.

• How can I pay for my order?

  We accept the following payment cards: Visa, Visa Debit, Mastercard, Maestro and Electron. We also accept PayPal payments.

• When will I be charged?

  When you reach the final billing page and submit your order we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment either your card issuer or Customer Services will contact you.

• Will you be getting more stock in?

  Please contact us with the item code and/or name and we will try and find out if we will be getting more stock in.

• How do the offers work?

  We often run special offers and deals on Music and Merchandise. The details and conditions for each offer will be displayed on the product description. Please check all details fully before placing your order as sometimes these are exempt from our standard returns policy.

• Do you offer free shipping?

  Yes. We offer free STANDARD shipping on UK/EU orders for BRANDED items only. Please see our Brand section for the list of products eligible for free shipping.

• I have changed my email address

  Please contact customer services regarding changing email addresses within your account.

• I am having problems when entering my payment card details

  Firstly, make sure that you have put in the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. Please note that the billing address on your order must match the address registered to your card or Paypal, exactly. If there are any differences, for security reasons your order will not process. After this, please contact us with details of any error messages received and we will investigate further.

• How do I unsubscribe from your newsletters?

  Click the 'Unsubscribe' button at the bottom of the email newsletter

• How can I contact you?

  Please visit our Contact Us page for details of how to get in touch. We aim to respond to queries within a maximum of 48 hours (Monday-Friday).

• Can I return a product purchased from a gig?

  Unfortunately you can not return items bought from gigs due to this being dealt with by a separate company or the venue direct.