Is postage really free?YES! 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 £0.64), and all overseas orders up to 2kg by International Signed For (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 paying for a 'next working day' service (£3.42). Some countries can have Airsure (Registered Mail) service for a small fee. Other services (like Datapost) are available, but they are quite expensive, and can cost over £25. However, details are available upon request. Available options are clearly shown in our 'checkout'.
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. 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. International 'Signed For' mail gives compensation worldwide. Of course, we have to institute a limitation on the time permissible for notification of non-delivery. Notification of non-delivery MUST within 30 days of our advice of sending. After this time, no refunds can be made. Should no-one be in when your order is delivered, you may be left a note by the Post Office advising you to collect it. You have only FIVE days to make this collection, and after this, it will be returned to us. If we re-send it, we WILL charge for the postage.
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?All credit card payments are made via PayPal which is the 'de facto' internet payment system. You can also make direct bank transfer payments if you prefer. Our bank details are available
here. If you're sending cash through the post, please send it in a Registered Letter. We can also accept payment via the PayPal system.
Are my personal details safe?As soon as we have printed out your order, it is deleted from the server. 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!).
While our system is safe, yours may NOT be. Spyware programs and keyloggers (installed on some workstations) can log all your keyboard input in a log file and them transmit it over the web! This is true even if you are using a secure page!
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 (now defunct) Which? Web Trader Code of Conduct.
We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service and thirdly, for security reasons.
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 third parties.
The type of information we will collect about you includes:
- your name
- address
- phone number
- email address
- Your IP address
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 any information held about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. We do not keep customer data on computer for longer than is necessary to process and track your order.
The personal information which we hold will be held securely in accordance with our internal security policy and the law and the (now defunct) Which? Web Trader Code. Our security policy means that your personal data is kept only by our card processors in a secure environment, and is accessible to Roy Williams, who is responsible for all security on this site and also for maintaining accurate data.
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 details). 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). We generally remember to leave the answering machine on at other times and weekends. Alternatively, you can fax us (+44 20 8423 7713) with your details. You can
write to us if you like, or your can e-mail us by using one of the e-mail buttons on this site.
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! Norwegian customers should read
this and Canadian customers should read
this.
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' or the 'home' logo 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 and shopping cart has been designed with Internet Explorer 6 and later in mind. The shopping cart system works with newer versions of Netscape 6 (6.1 upwards), Mozilla, Firefox, Safari and with Opera 7.11+. It seems to work (sort of) with some WebTV systems, but we don't guarantee it. Old version 2, 3 and 4 browsers will not work correctly in our shop. Users of IE7 may have to enable popups for our site. A few people have notified us of some problems with Firefox. This is cured by closing Firefox and re-opening it. It seems to be some sort of JavaScript bug in Firefox. For the technically minded of you, this is to do with something called 'garbage collection'.
It works with JavaScript, so this will need to be enabled. You can turn off all cookies, and it should still work, although the 'My page' section will no longer work. 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. If you have a pop-up ad blocker, you might not be able to get to our currency convertor, or a few other 'extras'. You'll need to enable this function. 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 Records'. However, 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 6.00 Euros for this. We think this is an example of the banks ripping us off, and we have protested LOUDLY to our bank about this. Therefore, if you wish to pay in Euros, then it's best done by cash in a registered letter. Alternatively, we can accept payment by direct bank transfer, but this can take several days because our Euro account is in the UK, although it does seem to operate without charges.
What about free cds?Yes, we give away free cds. Where's the catch? Well, you have to order 20 Pounds or more in value of cds in our shop and in the checkout, you'll see your options. Order more than 40 Pounds and you'll get more options. These are not just junk cds! It's good stuff!
FinallyWe 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.
