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Thursday 11 March, 2010 |
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Thursday 11 March, 2010 |
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Q. How do I
know if a record or CD is in stock? All titles listed are in stock, and
our new release and back catalogue pages are updated every hour to ensure they
are as accurate as possible. Occasionally a record may go out of stock before a
page is updated - if this occurs the unavailable item will not be in your order,
and you will not be charged for it. Q. Can I
order by telephone or fax? Yes and No. Telephone: +44 0207 434
3650 No Fax! Q. If I make
an order online how long will my delivery take? This depends on our stock levels not
really on where you are based in the world. If we are currently out of stock of
one or more of the products you have requested then there will be an additional
wait of up to 7 days. Any longer wait and you will be contacted immediately by
someone in our customer services department either by email or by telephone to
advise you of any delays. Q. How do I
know you have received my order? We send an e-mail confirmation of
each order, stating the items ordered and the total cost. You should receive the
e-mail within 2-14 hours of ordering. Q. Do you
give discounts for large orders? Yes - Usually in store. We like to
build a relationship with loyal customers. Free shipping for all orders over
£55. (Vinyl only orders to UK Mainland only) Q. Can you
guarantee delivery on or by a particular date? Unfortunately not - we despatch
orders as quickly as possible, but exact delivery dates are beyond our control. Phone 020 7434 3650 for the most
convenient method of postage. Q. What if
my records are lost in the post? All orders are insured, so in the
case of an order not arriving, we can issue a replacement package. In the case
of UK orders, 10 calendar days must elapse after the despatch date before we
consider the package to be missing; in the case of non-UK orders, one month must
pass. After this time, please contact us via email to report the missing order.
Please note: Before a replacement package can be sent, we will require you to
contact your local postal delivery office to check that the item is not awaiting
collection. (In the UK, details of your local delivery office can be obtained
from Royal Mail Customer Services on 08457 740740). For
DHL orders the customer services number is 08701 100 300
. Q. What if I
receive a faulty record or CD? We will replace any faulty item free
of charge. You will need to return the faulty item but postage will be
reimbursed. Best to return by Recorded Delivery as we will not reimburse you if
your package is lost. Q. What if
my order is damaged in transit? Orders are insured, so in the case of
any items arriving damaged, we can issue a replacement without charge. Please
contact us via email. You will be reimbursed for your return postage. Please do
not return damaged items to us without contacting us first. Best to return by
Recorded Delivery as we will not reimburse you if your package is lost. Q. A
record/CD I recently saw on the web site is no longer listed - can I still order
it? Phone shop for details 020 7434 3639 Q. I am
having problems using the shopping cart - what should I do? There are a number of reasons why
customers may encounter problems using the shopping cart 1. customers are
browsing from within a firewalled company network 2. ordering from a
non-standard Mac/PC (a games console etc). In both these cases the shopping cart
may not function properly. We recommend using a normal stand-alone PC/Mac.
Another source of problems is the security settings on your web browser may be
set at maximum, which prevents your computer communicating with our server
properly. If using Internet Explorer, adjust the security level slider to a
medium setting. In other browsers, "Java", "JavaScript" and "Cookies" should all
be enabled in the browser options. Q. When will
my card be charged? Unlike some web sites, we do not
charge your card online, but instead we only charge it when the order is picked
and ready to be dispatched. The card is usually charged within 24 hours of the
order being received. Q. Can I pay
by Switch or Solo card? Yes you can - just make sure you
enter the issue number on your card. The only card we do not
accept for internet orders is AMEX. Q. Is
ordering from Uptown’s web site secure? Yes - the shopping cart area of the
site uses 128 bit encryption to ensure the security of all orders. You can view
Uptowns security certificate by clicking on the padlock icon in your web
browser, while in the shopping cart. Q. Do I
receive an invoice with my order? Yes, an itemized VAT invoice is
included with each order. Q. What
happens if my card payment is not authorized? Your order will be reserved for you,
and you will receive an e-mail to inform you of the problem with your card. If
you do not contact us, we will retry your card once, and then cancel the order.
If you think we may have incorrect card information please call the shop. For further information contact:
mailorder@uptownrecords.com
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