ORDERING INFORMATION

How much will I pay for postage?
There are no postal charges on items ordered from this website. That's right - postage is FREE - ANYWHERE in the world!! We send all UK orders by Recorded Delivery (No charge for this service, which costs £0.60), and all overseas orders up to 2kg by International Recorded Delivery Air Mail (No charge for this service, which costs around US$4.00). Please remember that these services require a signature from the person receiving the package. Overseas orders that come to more than 2.0kg will be split into smaller packages, or sent via ParcelForce. UK purchasers have the option of a 'next working day' service (£3), and overseas orders can add Swiftair for a small fee and some countries can have Registered Mail service (not USA). Other services (like Datapost) are available, but they are quite expensive, and can cost over £25. However, details are available upon request.How long will I wait?
If you place an order today, you should get it in two (working) days in the UK, and in Western Europe, you'll often get it in three (working) days. Outside of Western Europe, it's a little harder to predict, but it seems to be about two weeks on average. Once again, the Post Office 'aims' for three days to Eastern Europe and four days to the rest of the world, although customs can add to this considerably. We don't sit about here, when we get your order, we MOVE, but postal systems and customs practices vary from country to country. For the definitive story, contact our usual carriers. We use Royal Mail for packages up to 4.4lbs/2.0kg, and for large trade packages over that, we use DPD or ParcelForce or UPS. All of these carriers have internet tracking services, and we can provide you with the necessary information to track the package. Regrettably the UK postal service does not extend to overseas Cash On Delivery, so we are unable to provide this service. The USA does not recognise UK Registered Letters, so we cannot offer this service, although we can send a package insured to the USA via ParcelForce, but it will cost 9 UK Pounds extra....What if the goods are faulty?
We pack our records well, and you shouldn't have any problems with damage. If the goods supplied to you are 'not suitable for the use that they were intended for' (the CD won't play!), we will accept returns for reimbursment. This complies with the UK Sale of Goods Act. This does not affect your statutory rights as a consumer. Can I cancel my order?
Under the UK Consumer Protection Regulations and the EU Distance Selling Directive, you have the right to cancel your order within seven working days starting with the day on which goods are delivered. You must ensure that you take reasonable care of goods and return them to us in the condition that they were sent to you. For example, we cannot accept cancellations on CDs where the shrinkwrapping (or other seal) has been removed. You may (at our discretion) be charged for our costs. How can I pay?
We accept all major payment and credit cards with no charges to you. Your card will be debited to 'Nervous Records Internet' (we don't use third parties for card transactions), and card processing is made off-line. This prevents you being charged for out of stock items, and is more secure. Unlike many internet businesses, we don't just use our 'cardholder not present' facility - we have qualified for internet trading with our bank (HSBC). We have a 128 bit SSL secure order form for sending your personal and card details in our 'shop'. We'll also accept UK postal orders, personal cheques in UK Pounds drawn on a UK bank or US Dollars drawn on a bank in the USA (Make US Dollar checks out to 'Nervous Music America'), cash in any exchangeable currency or international giros (In UK Pounds, US Dollars or Euros, please!). Some countries' mandates can take up to six weeks to arrive, so we do not recommend this system. You can also make direct bank transfer payments if you prefer. Our bank details are available upon request. If you're sending cash through the post, please send it in a Registered Letter.Are my personal details safe?
If you've ordered from us before by credit card, remember that we keep your details on file (NOT on the server!), so you've no need to key in your credit card details again. We are a signatory to the UK Data Protection Act, which forbids us to abuse data. We won't give your details to third parties (so you won't get loads of spam!). How are complaints handled?
We promise to deal with any complaints that you have fairly, effectively and quickly (within five working days). Any complaints will be dealt with in strictest confidence. If you make any complaints, we request that you inform us as to how our procedures can be improved, and set forth as much detail as you can, in order that we can help you to resolve any problems. Just contact us using any of the message boxes on this site (the email buttons with a letter logo on them). During the period of any dispute, we promise to keep you appraised of all developments. In the event that we are unable to resolve any dispute speedily because of the late arrival of information from third parties, we will re-imburse you before resolution of the dispute so that you are not 'out of pocket'. What about my privacy?
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Conduct.
     We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service.
     We will not e-mail you in the future unless you have given us your consent.
     We will not pass your e-mail address to other trusted traders unless you agree.
     The type of information we will collect about you includes:

• your name
• address
• phone number
• email address
• credit/debit card details

     We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
     The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code. Our internal security policy means that your personal data is kept in a purpose-built database off-line, and is only accessible to Roy Williams, who is responsible for all security on this site and also for maintaining accurate data.
     If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
     We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser (this cookie will NEVER contain your credit card numbers). You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. Please see our page on cookies for more information.
      If you have any questions/comments about privacy, you should email Roy Willams.How can I contact you?
call us (+44 20 8423 7373) if the clock below is showing between 10:00:00 and 16:00:00 and it's a Monday, Tuesday, Wednesday or Thursday.

We generally remember to leave the answering machine on at other times and weekends. Alternatively, you can fax us (+44 20 8423 7773) with your details. You can write to us if you like, or your can e-mail us at nervous@compuserve.com.Will I have to pay any import duty?
Customers outside the EU may have to pay import duty. We try to word our Customs Declarations to show that goods are for personal use and not for trade, in order to reduce any payments that local Customs may charge in their misguided attempts to 'protect the domestic market'. We do not falsely declare values, though. Whilst we don't always agree with trade regulations, we do try to operate within the law!How do I order?
You can wander around our catalogue via our shopping cart system. Hey, you don't have to buy! Just click on 'THE SHOP' and follow the instructions. You have the option to select various currencies in addition to UK Pounds. Users selecting Euros can also buy in German, French or Spanish. After you've finished ordering and submitting your personal data and payment details via secure server, you'll get a confirmation page back. Soon after you have sent your order, you will receive an e-mail confirming action on it. You won't have to wait long!Will it all work with my computer?
This website has been designed with Internet Explorer in mind. We've spend some time enabling the system for Opera 5+, but if it gets 'confused', the best 'work-around' is to go to 'File', 'Preferences', 'Connections' and change 'Browser identification' to 'Identify as Mozilla 4.76' - things might not look as good, but it should work correctly. The shopping cart system works with Netscape 4, although we have had some problems with Netscape 6 (it does not work with our secure order page). It seems to work (sort of) with some WebTV systems, but we don't guarantee it. Old version 2 and 3 browsers will not work correctly in our shop.
     It works with JavaScript, so this will need to be enabled. Many old browsers' licences for Secure Certificates have expired, so if you have an old browser, you may need to update it or its certificate if you want to send sensitive information via our secure form. If you are operating from behind a firewall (surfing from work in your lunch break.....), it might not work properly. It will not fully support the coding needed for a combination of Lynx and text reader as used by some visually impaired people because of the frames. For this we are sorry, but we have tried our best. What about the Euro?
We can accept Euros. We now have an international account in Euros, so if you are paying by cheque, please make it out to 'Nervous Publishing'. However, because there is no European-wide banking system for the Euro (REALLY!), our bank will charge us for cheques in Euros that originate outside of the UK. We have no option but to pass this on, and therefore, we must charge an extra £4.00 for this. We think this is an example of the banks ripping us off, and we have protested LOUDLY to our bank about this. We are led to understand that the situation is the same throughout Europe (and it stinks). Therefore, if you wish to pay in Euros, then it's best done by cash in a registered letter.Finally
We reserve the right not to deal with anyone, should we suspect that the information submitted to us is incorrect, or the credit card numbers are invalid. However, we will advise our reasons for declining orders where possible, although we cannot be held to long and unreasonable correspondence on these and similar matters. Please also read our disclaimer.