Home » FAQs
1. PAYMENT & ORDER CONFIRMATION
WHAT PAYMENT METHODS ARE AVAILABLE?
Our shop payments are secured and managed by DatabanKs via PayPal. You can use Mastercard, Visa, Visa Electron, Solo, Switch & Maestro. Your order will be charged in UK Pounds Sterling and converted to your currency at the current rate by your card issuer.
HOW DO I KNOW MY ORDER HAS GONE THROUGH?
Once you have submitted your order you will receive a confirmation email with your 8 digit DatabanKs confirmation number which can be used for all correspondence regarding your order.
If you do not receive your confirmation email please check your junk mail folders. You can also view your order and print your ticket by logging into your account.
2. DELIVERY SERVICES & UNDELIVERED ITEMS
HOW LONG WILL IT TAKE FOR MY PARCEL TO ARRIVE?
We dispatch all orders within 24 hours Monday-Friday. You can check when your order was despatched by logging into your account and clicking on ‘View Orders’.
U.K: 1-3 WORKING DAYS –
We quote three working days for orders dispatched to the UK. Should you not be at home when a delivery is attempted, your postman should leave an attempted delivery slip and your package will be returned to your local post office awaiting collection. If you do not collect your parcel it will be returned to us, we will then contact you before re-shipping your item. We will charge a postage fee to re-send items which have been returned to us. Please make sure someone is home to receive the package – most of our products do not fit through the letter box.
In rare circumstances deliveries in the UK can take up to 21 days to arrive at their destination. You can contact us anytime regarding your order, but will not consider a parcel missing until 21 days have elapsed.
INTERNATIONAL: 5–14 DAYS –
International items usually arrive in 5-14 days, but it can take up to 35 days to some destinations. You can contact us any time regarding your order but we request you wait 25 days for EU countries and 35 days for non-EU countries before action will be taken.
WHAT IF MY ORDER HAS NOT ARRIVED?
You must contact us within 40 days of dispatch to report non-delivery or your claim will be void. It is important we are notified of non-delivered items early so we have the best chance of resolving the issue.
WHICH POSTAL SERVICES DO WE USE?
Most items are dispatched 1st class Royal Mail (non traceable) unless specified at time of order. Large/Heavy items are dispatched by Parcel Force which are traceable and usually arrive within 2 working days. If we use this service you will receive a tracking number. If your parcel is confirmed as delivered by a ‘Traceable’ service and you claim to have not received it, you must take this up with the relevant delivery service provider. It is the buyers responsibility to make sure someone is home to receive and sign for orders.
International items (outside of the UK) are sent via Royal Mail as standard (non traceable). We send items using ‘International Signed For ‘ service for some areas including Russia & Brazil. For larger orders to some countries including Australia, USA & Canada we use FEDEX.
Pre-orders are dispatched on the day of release or where possible dispatched to arrive on the day of release. Please note other items in your basket will also be held until this date. If you want your non pre-order items dispatched same day please order separately.
4. CANCELLATIONS & RETURNS
CAN I CANCEL MY ORDER?
Yes you can cancel your order within 14 days of placing it. You will be required to return your order via a ‘Signed For’ delivery service and are responsible for the goods arriving back undamaged within 14 days of cancellation. Providing the item is returned to us in its original condition, we will refund you the cost of the order.
CAN I RETURN MY ORDER?
We operate a returns policy for all physical items, but not for digital downloads or event tickets.
If you need to return your item for any reason please get in touch to email@example.com within 14 calender days of receiving your order.
If your order is damaged, faulty or sent in error we ask you to ship the items back to us for exchange and we will cover the cost of postage both ways. Please return goods using a ‘Signed For’ service. If your returns go missing in the post we cannot offer refund or exchange.
If you don’t want your order or have ordered the wrong size we ask you to pay the return cost and we will cover the cost to ship your exchange item back to you.
All goods must be returned in ‘as new’ condition free from any defects and in original packaging.
CAN RETURN OR EXCHANGE MY DIGITAL DOWNLOAD OR EVENT TICKET PURCHASE?
Tickets and downloads are none transferable / returnable. If you have any questions relating to ticket and download purchases please contact firstname.lastname@example.org
IS MY DATA KEPT PRIVATE?
All the personal details submitted on this site are held in the strictest confidence. At no time will we sell or disclose any personal information to 3rd parties except under the full force of the UK law. From time to time we may contact you to inform you of new products and services being offered by us. We do not store any credit or debit card information in the store.
6. PRODUCT PRICES & VAT
I LIVE OUTSIDE OF THE UK. WILL YOU CHARGE ME VAT?
Our pricing policy is to offer our products at the same price to all customers, wherever they live. The tax rules are such that we have to pay VAT on all purchases made within the EC (except for certain tax free areas e.g. Jersey, Andorra etc). So to areas where tax applies, we charge the price displayed and pay the relevant tax to the UK government. Where VAT does not apply we still charge the displayed amount. We have taken this decision to encourage European e-commerce and to make sure that the additional costs in trading with non-European community countries are covered. Unfortunately, as a result of this policy, we are not able to refund VAT charged for any of the tax free areas within the EC as we do not charge VAT to these areas. But you will not be charged any more than any other customer.