Shop FAQs

1. Using the Webstore

How do I use the shop?

• To order a Product click on the 'ADD TO BASKET' / 'PRE-ORDER' icon next to the relevant Product icon on screen.
• You will then be taken to the Basket screen, which displays the Product(s) you selected.
• Once you have checked your basket, you should then click on the "PROCEED" button. At this point, you will be taken to a screen where you must either log in if you have previously registered with the store, or select 'GET ME STARTED' to enter your billing and delivery address and also add any additional notes to your order.
• The delivery label is automatically generated from the address you type into your delivery details when you place your order, so you are responsible for getting this right. We are not responsible for non-delivery if you have entered your address incorrectly.
• Click on the "PROCEED" button and you will be taken to the Order Summary page, which contains a summary of your order. You can then select a Delivery Method, enter a Promotional Code if you have one.
• Click on the "PROCEED" button and you will be taken to the Payment page. Enter your payment details. If you are happy to confirm your order, click on the "PROCEED" icon, and your payment card details will be submitted to our payment services provider for secure processing. Once your payment has been securely processed, you will be taken to the Order Receipt Confirmation screen. Take a note of the ORDER REF number in case you need to contact customer services. The information on this screen will also be emailed to you at the email address you provided earlier.

2. Shipping

2.1 What countries do you deliver to?

You can select your delivery country via a dropdown menu during the checkout phase. If your country is not listed, unfortunately we are unable to offer delivery to your country.

2.2 Costs for postage

The cost of postage for a particular package will be dependant upon the weight and size of the product(s) chosen, the country it is being delivered to and the delivery method chosen. You will be shown the cost of delivery when you select your Delivery Method on the Order Summary page.

2.3 Delivery Time

All items are subject to availability and as a result stated delivery times can only ever be approximate and should not be understood as guaranteed.

Here is a rough guide to how long it should take for you to receive your order from within Europe

• Standard Delivery - 3-5 Days
• Courier/Express Delivery - 48hrs

Note: All Courier deliveries include Track and Trace services and Proof of Delivery

2.4 How Do I Track my Order?

Only Courier orders are track able. To track your order, you will need to go to your profile under the 'My Account' heading; from there you can look up your tracking number and then follow the instructions on tracking your order.

3. Returns

3.1 How do I cancel my order?

Please email customer services at customerservice@warnerartists.net quoting your 'Order Number' and 'Order Cancellation' in the subject line of the email.

The only way to cancel an order is through the customer services team via this method.

Tickets and Downloads purchased are non-refundable and non-exchangeable, although Tickets may be refunded if the concert is cancelled or rescheduled.

Note if any part of your order has been dispatched, processing of your cancellation will be subject to the Returns policy stated below.

3.2 Can I return products for a refund? / Returns Policy

If you are not satisfied with any of the items you have received for any reason, you have a right to cancel your purchase of Product(s) from the Site and receive a full refund if you:

1. Retain such Product(s) unopened (i.e in original sealed packaging) and undamaged and notify us at the customer service email address customerservice@warnerartists.net within thirty (30) days beginning with the day after the day on which you received such Product(s).
2. In the event of your cancellation as outlined above, you must return such Product(s) to us unopened and undamaged within ten (10) working days beginning with the day after the day on which we received your valid cancellation notice. The date upon which the package is post-marked will determine whether you have returned the Product(s) within this time period and Products will be deemed received 2 days after the date of the post-mark (not including Sundays and public holidays).

Failure to comply with the return obligations under this clause will result in a deduction by us of the direct cost of recovering the unreturned Product(s). All refunds will be processed at our sole discretion according to the condition of the returned Product(s).

You have no right of cancellation in the event that you have unsealed (i.e. opened) audio or video Products received from us. Tickets and downloads purchased are non-refundable and non-exchangeable, although Tickets may be refunded if the concert is cancelled or rescheduled.

We cannot offer refunds if:

• The returns notification or product is not returned to us within the above stated timeframe
• You have unsealed (i.e. opened) audio or video Products received from us
• The product gets lost in the mail being returned to us and you cannot provide a valid 'proof of post' receipt

xTickets and downloads purchased are non-refundable and non-exchangeable. However Tickets can be refunded if the concert is cancelled or rescheduled.

Damaged Stock

If your items arrive damaged, provided that you return such defective physical Product to us within thirty (30) working days following receipt (determined in the same manner as the Right of Cancellation above), we will (on your election) either send you a replacement physical Product, or provide you with a full refund. You will need to return the damaged item to us before we can take further action. We will cover the cost of any defective physical Product returned by you up to the value of standard Royal Mail first class postage.

Our Mistake

If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing), or send you replacement copies, if there is available stock. The wrong item(s) will have to be returned to us (we will cover the return postage cost) before we can take further action.

Your Mistake

If your order is returned to us because you did not collect it from the post office or because you made a mistake with your address, we may be able to resend it to you, but you will have to pay the p&p charge to have it resent.

We are not responsible for non-delivery if you have entered your address incorrectly.

3.3 How to return items

• Notify customer service at customerservice@warnerartists.net below within thirty (30) working days beginning with the day after the day on which you received such Product(s).
• Fill out return form provided with your order.
• Please return the item to us using the returns address label on the despatch note included with your order and return to:

Arvato Return Center
Werner von Siemens Strasse 10
33334 Guetersloh
Germany

4. Fan Clubs

Each Fan Club offering is different because each artist is different. If you have any questions regarding the fan clubs please refer to the general FAQ page. Or see the Terms and Conditions located on the site.

5. Downloads

5.1 What formats do you sell in?

Unless otherwise stated all audio downloads are sold as high quality MP3 (256k 44.1kHz 16 bit) files. MP3 is the most universal audio file format and should be playable by all media players and portable music devices.

5.2 When will I receive my download / How do I download my order?

• For released digital products, once you have gone through the checkout process, you can download your tracks from the 'My Account' section in the Webstore where you bought the products.
• Simply click on this link and your browser should ask whether you want to Save the ZIP file package, or begin downloading it automatically to the default download location you have setup in your web browser settings.
• All the digital files you order in one checkout process are usually packaged together and delivered as a single ZIP file for you download. You will need to unzip this ZIP file in order to access your files. If you have Windows ME or XP, or Apple OS X, just double-click on the zip file to open it, and drag the contained files to your chosen location. If you don't have these or if this doesn't work, you will need to install an UNZIP program to access the files. We recommend the free StuffIt Expander http://my.smithmicro.com/win/stuffit/index.html
• We are not able to cancel your purchase once we begin the process of supplying your download.
• In respect of mp3 downloads, you are permitted two (2) re-deliveries of each mp3 previously downloaded by you to the PC, portable device or mobile device to which the mp3 was originally delivered. You may export, burn (if applicable) or copy Products (where permitted) solely for personal non-commercial use.

6. Contact Details

If you have any other questions or queries contact: customerservice@warnerartists.net.