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Help & Frequently Asked Questions
1. Entering your details
You register as a user on the site as part of the checkout process. Your email address will serve as your login id and you will need to create a password. Please enter your details accurately, especially your address as this is where any physical purchases will be dispatched to. Your address is also used as part of payment card authorisation.
Please only use the 26 standard letters from the English alphabet, no accented letters or letters with umlauts for example.
2. How do I use the store?
Once you see a title of interest, click on it and whatever is available for purchase or download will be shown on the next screen. Tick the relevant ‘Buy’ boxes and then click on the ‘Buy’ button
Prices shown are automatically displayed in the currency relevant for the region you are in when you connect to the internet.
Either proceed to checkout or continue shopping. “Basket” will tell you what you have selected so far. If you change your mind, simply tick ‘Remove’ next to any item you no longer wish to purchase. When you are ready select “Proceed to Checkout" –
Follow the payment instructions carefully. Once payment has been authorised your order will be placed and made available for download and/or physical product for mailing as soon as possible
3. I no longer want the item I have bought, can I exchange it?
Yes, as long as the shrink wrap is still intact, you may return it to us for a refund. Postage and packaging costs will not be refunded.
Please see the ‘How to return items’ section for more details
Downloaded items may unfortunately not be refunded
4. My order hasn't arrived
Please first check if you have received your despatch confirmation email. There may have been a delay and your goods may not have been despatched yet
If Royal Mail has been unable to deliver your package, the item will be returned to us. You will then need to pay Postage and Packaging to have it re-sent out to you
If the package is lost in the mail, please allow a minimum of 28 days before it can be treated as such
If your order was shipped more than 28 days ago, and you have checked at your local postal office to make sure they aren't holding the package for you, please email us at customerservice@sonopress.co.uk
5. How do I cancel my order?
Please email customerservice@sonopress.co.uk and include your order number and the item(s) you wish to cancel. If the order has not yet been despatched it will be cancelled and your money refunded
6. My order arrived damaged
If your order arrived damaged please e-mail customerservice@sonopress.co.uk and include your order details. We will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action.
7. Mailing costs
Postage and packaging is charged based on types and numbers of items purchased and mailing service selected (if a choice is shown during checkout) The total P&P charge is clearly displayed during the checkout process. Any physical goods purchased and despatched to a country outside the European union may attract import duties and local VAT charges. It is your responsibility to pay any such charges locally. Please consult your local Customs and Excise office for more information
8. You sent me the wrong item
If you have received incorrect items in you order please e-mail customerservice@sonopress.co.uk our customer service department. They will tell you how to send back the items and replace them with the correct ones.
9. How long will my order take to arrive?
Although not guaranteed, our standard delivery service will see your items arrive in 1-4 days (UK), in 3-7 days (Europe) and within 2 weeks (ROTW) from despatch by us (despatch is usually next working day from you placing your order) PLEASE NOTE that this is a guide only and should not be interpreted as a guarantee of delivery time.
10. How to return items
Please DO NOT return anything to us until you have contacted customerservice@sonopress.co.uk and received an emailed confirmation to proceed
Any returns must include your name, address, order number and a brief explanation of your reason for returning the item(s). Please ask the Post Office for a 'proof of postage receipt' (this is free of charge in the UK) when sending your items back to us. This proves you have sent the package back to us should the package get lost in transit. Please note the package is your responsibility until it reaches us. We will be unable to refund or resend your order with out a proof of postage receipt.
11. How can I pay for my order?
You can pay for your order on the website by selecting the payment type displayed when you proceed through the checkout area.
We will only charge your credit card when your order is processed and prepared for despatch. We will reserve\authorise the payment until the order is ready to ship. This authorisation may show up on your card statement. The exception is if you have ordered a digital download, in which case we charge the card immediately as the download link(s) become available straight away.
If you choose to pay by debit card (UK SWITCH, SOLO OR MAESTRO), we charge your card immediately in all cases. This is because of the fact that we are not able 'reserve' amounts off such cards and have to ensure there are sufficient funds when your order is processed and shipped.
Available payment methods may vary from country to country.
12. Accepted methods of payment
We accept the following credit cards: Visa, MasterCard and Eurocard as well as Visa Delta, Switch and Solo.
Please note that some Switch, Solo and Visa Electron cards cannot be used for online transactions as some banks do not allow online use of such cards. Please check with your card issuer in case of problems.
We do not store customers' card details in our system, you must therefore enter your card details every time you place an order or if you make a mistake when entering you card details.
Please note that for orders under £5 we only accept credit cards
13. How much will the transaction cost in my local currency?
If your currency is not one of the listed currencies on the site, you must check with your bank to find out what rate is likely to be applied to your transaction.
14. Vat
Arvato Digital Services pricing policy is to offer our products at the same price to all customers, wherever they live in the world.
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. So if a CD was priced at £10, everyone gets charged £10 but we pay the UK government 15% of this amount for this purchase for any orders within the EC. 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. When your order arrives, you will see on your invoice that all VAT fields read as 0. Because of this, we do not refund and VAT to non-EC customers because they haven't paid any.
15. Customs & Import Charges
All import and export costs are the responsibility of the customer. We have no control over the length of time your order will be held at customs for clearance and suggest that you contact them directly for further information. We mark all packages for overseas delivery with contents and order value marked accordingly.
16. Downloads
All digital download sales are final and non refundable. You do not have a right to withdraw from a digital purchase on any Arvato digital services websites once delivery of the products has started. The Arvato digital services service commences immediately when you begin to download products from any Arvato digital services websites and you will not have a right to cancel your contract once the service commences. Due to licensing restrictions, most digital downloads that we sell are only available for customers in the UK or Ireland
If a download doesn't function as expected, it's usually just a problem with the settings on your player. Because there are so many different permutations of systems and versions, it's impossible for us to post an answer to every problem, so we have provided a list of general things to check:
If your download is a Windows Media Audio (WMA) file:
1. Please make sure you are using Windows Media Player 9 or higher, and that you have previously opened and configured it.
2. Downloads should be opened for the first time in Windows Media Player 9.1 (or higher). You may be able to open them again in another program later, as long as the track was first opened in WMP9, but unfortunately we can't be sure which other programs will work.
3. You must have an active Internet connection when you try to play the track for the first time. This is because you need to acquire the licence for each track.
4. Make sure that your player is configured to automatically acquire licenses. You can check this by doing the following: Internet Explorer:
Go to tools, options, privacy and make sure "Acquire licenses automatically for protected content" is ticked. Click OK to save the new settings. Close your browser and then reopen it again so the settings can take effect.
5. Please make sure that they have recently run Windows Update so that all of your software is completely up to date.
6. Please make sure you have not deleted your licence. You can check this by going to: Windows Media Player - Tools - Licence Management and ensuring there is a location for the storage of the licences. You should then try restoring them by hitting 'restore'.
7. Your Media Player needs to be individualised once, and the player will auto detect if this needs to be performed. Follow all the commands and prompts to complete the process, it should only take 30 seconds to complete. All of our services require your Media Player to be personalised in this way. Individualisation makes your player unique to you and your PC. This is important as it prevents illegal use of the music your have purchased.
There is more detailed information available here.
If you are still having trouble, please email customerservice@sonopress.co.uk, quoting your order number in the subject line and we will try to help. Please give us a detailed description of the problem, including the exact text of any error messages you are receiving, as well as what operating system and media player you are using.
All files on this site are available in MP3 format. The files are high quality encoded at 320kpbs.
The files will play on almost all media players such as Windows Media Player and iTunes
You may also purchase albums as FLAC files. These files are CD quality and as such are much larger and will take longer to download. To play FLAC files you need a compatible player such as Winamp or Media Monkey
17. Part-shipping
By selecting part shipping, each item you order will be sent out to you when it comes into stock, rather than waiting for all the products to be delivered together in one package. For each extra delivery required to do this, we charge an extra postage charge. When you select 'part-shipping' on the review order page, the postage price for your order will be displayed.
You will be sent an email to notify you when each product has been despatched, which will clearly state which products have been delivered already and which products are still to be delivered.
If you have ordered a bundle all the physical items in the bundle will be sent together. For digital items see digital download section.
Please note that part-shipping is only available for standard mail delivery (not courier delivery).
18. How safe is the store?
The Arvato digital store is very safe. The store's "checkout" page uses a secure transfer protocol called Secure Socket Layers (SSL). It makes it harder for anyone to "eavesdrop" on your credit card details as they go over the internet to us. This makes someone intercepting the information much, much more unlikely than someone tapping into your telephone conversations. You can view our SSL security certificate by going to the Checkout area and doing the following:
Netscape users: Right click / alt-click on the Checkout page and pick "Frame info". From there you can get dialogs that will identify our security status and authenticity.
Explorer users: Right click / alt-click on the Pay page and select "Properties" for a different-looking version of the same thing.
Please take a moment to read the following information and advice to ensure that your online shopping experience is as safe and secure as possible.
Arvato digital services will never email you asking for your Arvato digital services account password, credit card or bank account details. Arvato digital services will never ask for your credit/debit card four-digit security PIN under any circumstances.
If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to Arvato digital services by emailing us at customerservice@sonopress.co.uk.
19. What is Arvato digital services Privacy Policy?
When you set up an account with us you can choose what level of privacy you prefer. You can amend your privacy settings at anytime by logging into your Arvato digital services account.
"Allow Arvato digital services affiliates to contact me" means we will let you know about special offers and new labels from Digital Store's partners. We may pass your personal details onto third parties.
"Only arvato digital services or labels can contact me" means we will only send you information about record labels and artists from whom you have purchased. We may pass your personal details onto them as well.
"Only contact me regarding my orders" We will only contact you about specific orders. We will not bother you with advertisements or offers and we will not give your personal details to any third parties.
Please note that we DO NOT pass any personal banking details on to any third party.
We may occasionally modify our Privacy Policy, such variations become effective immediately upon posting to the site and by continuing to use the site, you will be deemed to accept any such variations.
Privacy Policy: Email a Friend
We may from time to time operate an 'Email a friend' service. This is a referral service, designed to make it easy for customers to recommend our Site and related websites or offers to a friend, and is a two-step process. First, a customer sends us the friend's name and email address, and secondly, we contact the friend, telling them who we are, and inviting them to take advantage of a particular offer, or to visit our website. When we contact your friend, we always advise them of the name and email address of the friend who made the original referral. We will not use your friend's details for any other purpose.
If any of the information you provide on the form you complete when ordering a product from the store or subscribing to the services available changes, please notify us customerservice@sonopress.co.uk.
Privacy Policy: Competitions
Your participation on our Site may mean that we occasionally contact you with the opportunity to enter competitions. Entry to competitions is voluntary, and you are under no obligation to take up an invitation from us to enter. Should you choose to enter a competition, we will treat the information you provide with the same high standard of care as all other customer information, and use the information provided strictly within the entry terms of the competition and this Privacy Statement.
20. Contact Details
You can contact us via email at customerservice@sonopress.co.uk between the hours of 09:00-18:00 GMT (Monday-Friday). Emails sent outside this time will be dealt with at the earliest opportunity the next business day.
21. What are your terms and conditions of trade?
Terms & Conditions
General
Liability
Processing of orders
Delivery/title/risk
Miscellaneous
We reserve the right to make changes to the system, the disclaimers and these terms and conditions at any time.
1. The owner of the e-commerce area of this site (the system) is arvato digital services whose address is Wednesbury One, Black Country New Road, Wednesbury, West Midlands, WS10 7NY ('ADIS/'we'/'us'/'our') Registration number 913275.
2. Your contract for purchases made through the System is with arvato digital services, and you undertake that any and all goods ordered by you are for your own private and domestic use only.
3. You must be eighteen years old to use this system. If you are under eighteen, you may only use the system in conjunction with, and under the supervision of, a parent or guardian. If you do not qualify, please do not use the system.
4. You agree that e-mail can be used as a long-distance means of communication.
5. No contract for the sale of any product will exist between you and arvato digital services unless and until arvato digital services accepts your order by way of an e-mail confirming that it has received payment in full for all the goods you have ordered. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time arvato digital services sends the e-mail to you (whether or not you receive that e-mail). This confirmation e-mail amounts to an acceptance by arvato digital services of your offer to buy goods from arvato digital services or a third party supplier that is engaged on your behalf by arvato digital services.
6. This confirmatory e-mail will contain all relevant statutory information concerning your contract.
7. The confirmatory e-mail will also contain a link to these terms and conditions, and may be amended in accordance with paragraph 42 below from time to time.
8. You must check that the details on this confirmatory e-mail are correct as soon as possible and you should print out and keep a copy of it.
9. arvato digital services will not pass on your personal details to any third party, other than our payment service provider, without your authority. We shall be entitled to process your data in accordance with the terms of our Privacy Policy. Please view this document for further information. Payment information this is held by our payment service provider secure trading their privacy policy is available at www.securetrading.com
10. You undertake that all details you provide to arvato digital services for the purpose of ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the goods or services ordered.
11. You must choose a username and password as part of registration. You are responsible for all actions taken under that username and password and shall only use the System under your own username and password. You must make every effort to keep your password safe and should not disclose it to anyone. If it is compromised, you must change it. You may not transfer or sell your username to anyone, nor permit, either directly or indirectly, anyone to use your username or password.
12. If there are any changes to the details supplied by you it is your responsibility to inform Arvato digital services as soon as possible.
13. All purchases are non-exchangeable, non-refundable and non-transferable.
14. You may withdraw from the contract at any time after the product has been despatched and you have received our email confirming your order but no later than 7 working days after the day after you receive the product by:
i. sending the notice of cancellation by email to customerservice@sonopress.co.uk ensuring that you quote your name, address and order reference number; or
ii. where you have already received the goods, returning the goods to arvato digital services unopened and unwrapped together with the original invoice. Arvato digital services will refund you the purchase price of the goods.
15. Once we receive notification from you that you wish to withdraw from the contract (in accordance with these terms), any sum debited to Arvato digital services from your credit card in relation to your order will be re-credited to that credit card account as soon as possible and in any event within 30 days of receipt of your returned order provided that the goods you wish to return are received by Arvato digital services in the condition that they were in when delivered to you. You will be liable for any charges incurred in returning the goods to Arvato digital services.
16. Arvato digital services reserves the right to make a 15% restocking charge for any goods which are not returned in mint condition or to refuse to accept such goods, at its sole discretion. Arvato digital services also reserves the right to make a charge for collecting goods from your premises in circumstances where they are not defective but you have cancelled your order. Your statutory rights are not affected.
Liability
17. This section applies only to the extent permitted by law. For the avoidance of doubt, Arvato digital services do not exclude or limit any liability for (a) personal injury (including sickness and death) where such injury results from Arvato digital services negligence or wilful default, or that of Arvato digital services employees, agents or subcontractors or (b) fraudulent misrepresentation.
18. Arvato digital services does not accept liability (except as set out below) for any errors and omissions and reserve the right to change information, prices, specifications and descriptions of listed goods, products and services.
19. If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. In the event that you order an item and the price published on the System is incorrect for any reason, we will contact you to let you know the correct price and ask you whether you still wish us to fulfil your order at this price. We shall be under no obligation to fulfil an order for a product which was advertised at an incorrect price. We shall give you the option of confirming the order at the correct price or if you so choose, to cancel the order altogether. If you cancel and have already paid for the goods in the circumstances described in this clause, we shall refund the full amount in accordance with these Terms.
20. Arvato digital services will do its best to correct errors and omissions as quickly as practicable after being notified of them.
21. To the fullest extent permitted by law, Arvato digital services is providing this system and its contents on an 'as is' basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this system or the information, content, materials or products included in this system including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, Arvato digital services does not represent or warrant that the information accessible via this system is accurate, complete or current.
22. In the unlikely event that you receive goods which were not what you ordered or which are damaged or defective, or are of a different quantity to that stated on your order form, Arvato digital services shall, at its own option, make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question provided that you notify Arvato digital services of the problem in writing at the address shown on the invoice / delivery note sent with your order, within 10 working days of delivery of the goods. Nothing in this clause affects your statutory rights.
23. You and Arvato digital services will only be liable under these Terms for losses which are a reasonably foreseeable consequence of the relevant breach of contract.
24. The products sold on the System are provided for private domestic and consumer use only. Accordingly, Arvato digital services do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of the System or for any products or services purchased from Arvato digital services.
Processing of orders
25. Credit cards are debited on the day of shipping by arvato digital services. Debit cards are debited on the date of purchase. All prices include sales taxes (where applicable) unless otherwise stated.
26. Every purchase you make shall be deemed performed in England. English law shall govern every aspect of contractual agreement concerning purchases made from Arvato digital services.
27. Arvato digital services aims to arrange shipment of all 'in stock' items within 24 hours of receiving your order. Your order may be delayed if the item is not in stock. Some items may be unavailable and the current stock status is approximate. Arvato digital services is not able to supply dates our suppliers may supply an item stock to us.
28. You can keep track of your order status yourself on-line with the order tracking facility on your account page. Our standard Returns Policy applies to all purchases from arvato digital services.
Delivery/title/risk
29. The period stated within which you will receive your order is approximate. Goods will be sent to the address given by you in your order and stated in the Order Confirmation.
30. Title to any product ordered will pass to you once Arvato digital services has received payment in full for that product. Risk in any product ordered will pass upon delivery to you.
31. If your delivery address is outside of the EU, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such additional charges for customs clearance must be borne by you. You should note that customs policies vary widely from country to country; arvato digital services advises each customer to contact their local customs office for further information.
32. Please note that when shipping products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities.
33. For Christmas Deliveries, we recommend that you order by the 18th December. We will endeavour to despatch all 'in stock' orders within 24 hours, however we cannot guarantee delivery on or before the 24th December as the post may be delayed in your area.
Miscellaneous
34. We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.
35. We shall have no liability (including liability for negligence) for the acts or omissions of telecommunications service providers or for failures of, or faults in their networks and equipment.
36. No waiver by us of any breach of these Terms shall be considered as a waiver of any subsequent breach of the same or any other provision.
37. You may not permit, create unauthorized framing of, or deep linking to, the System or the creation of derivative works thereof from any other website under your management or control.
38. In these Terms, 'Intellectual Property Rights' means patents, database rights, copyright, design rights (whether registered or unregistered), trade marks (whether registered or unregistered) and other similar rights, together with the right to apply for the protection of any such rights. All Intellectual Property Rights in the system shall be owned by us absolutely.
39. Subject to the licence granted to you to use the system, arvato digital services reserves all rights, title and interest in its Intellectual Property Rights in the system. Any goodwill accruing from use of arvato digital services and its affiliates' trade marks, trade and business names and service marks under this Agreement will vest in Arvato digital services and its affiliates, as appropriate.
40. It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. Arvato digital services tracks the electronic 'fingerprints' of every order placed on Arvato digital services to enable us and all legitimate crime prevention and prosecution authorities to trace individual users engaging in criminal activities on our website.
41. We reserve the right to terminate this Agreement and to suspend or terminate your access to the System immediately and without notice to you if:
i. you fail to make any payment to us when due;
ii. you breach the terms of this Agreement (repeatedly or otherwise);
iii. when requested by us to do so, you fail to provide us within a reasonable time with sufficient information to enable us to determine the accuracy and validity of any information supplied by you, or your identity;
iv. we suspect you have engaged, or about to engage, or have in any way been involved, in fraudulent or illegal activity on the System.
42. arvato digital services may amend these Terms from time to time, and place the new version on the System. For users purchasing goods or registering on the System for the first time, all purchases from the date that the amended terms are placed on our website onwards will be governed by those new terms Otherwise, such changes will be effective against existing users thirty days following posting of the amended version on the System. Your continued use of the System following arvato digital services posting of any changes will constitute your acceptance of such changes. If you do not agree to any changes to these Terms, then your only remedy is to cease using the System.
43. These Terms supersede any and all other conditions, understandings, commitments, agreements or representations (except fraudulent misrepresentations) relating to your purchase, whether oral or in writing, and contain the entire agreement between arvato digital services and you relating to your purchase. arvato digital services advises that you print off and keep safe a copy of these terms and conditions once your order has been accepted by Arvato digital services. We will store a copy of the contract entered into by you with Arvato digital services. You are advised to read (and are responsible for reading) fully all information on this website.
44. If any provision of these Terms shall be held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the remaining parts of these Terms and the remainder of the affected provision shall be unaffected.
45. These Terms are subject to the laws and exclusive jurisdiction of the England.
Your Statutory Rights
Your statutory rights are not affected either by ordering from us or by us refunding you.