Terms & Conditions
Placing an order indicates your acceptance of the following:
Availability
You will only be able to order goods that are 'available'- this means they are either currently in stock, are due to be released or, to the best of our knowledge, are available from the supplier. All goods are subject to availability and release dates are subject to change. We attempt to dispatch pre-ordered items for UK delivery on the day of release. This is possible in the vast majority of cases, however it's dependent upon suppliers getting stock to us in good time. You'll be charged for everything in your order at the time you place the order. Availability changes constantly, so we reserve the right to cancel your order up to the point of delivery. If you have a query about an order you've placed, please email info@reeltoreelmusic.co.uk and quote your order number. Because stock availability changes all the time, we reserve the right to cancel your order up to the point of delivery.
Filling in the Order Form
Please fill in all of the boxes on the checkout pages, paying particular attention to the card number, expiry date and CVC number you submit on your order form. It's also necessary to provide a surname / last name and the address the card is registered at (Invoice Address) so we can verify your identity as the cardholder. We are not responsible for orders which cannot be delivered due to a delivery address being incorrectly entered by you. The delivery address you enter on the order form will be shown in your confirmation email. This cannot be amended via the website, please contact us immediately if you've submitted an incorrect address. Please provide an email address which is checked regularly so that emails we send you aren't deleted as spam. Email is the method we'll use to confirm your order, send you your order number and contact you if there are any order problems. A phone number / additional info will help us process your order more quickly in case of queries and oddities. If you only want your order to ship if all items are available, please note this in the Comments box. Similarly, please note if you require your order by a specific date. Overseas customers: the 'County' field on the order form is equivalent to your State or Province. 'Postcode' is equivalent to Zip or Postal Code. As a customer, it is your responsibility to ensure you supply the correct email and delivery address for your order. If you're unsure about how to fill in the order form, please contact us. Should any item not arrive or be returned to us as undeliverable due to an incorrect or incomplete postal address supplied on your order form, we will not be held liable for non-delivery. You'll be liable for all re-delivery or return postage expenses incurred by us due to the incorrect address being supplied. In this situation an order can only be re-delivered if you pay all additional postage charges incurred by us. Please avoid using accented or special characters in your name and address fields, as they're not recognised by our system and will delay dispatch of your order.We cannot accept orders by post or payment by cheque.
Security Checks
There are a number of security checks that it's necessary for us to perform in order to process credit / debit card orders when the customer is not present. Our secure server encrypts all of your payment information (credit / debit card details, name and address) and transmits it securely over the internet using industry standard security techniques. While at the 'checkout' you will see a padlock in your browser indicating that the site is secure.
Postage and Packaging
Postage and packaging charges are worked out automatically and added on to your order total once at the checkout. For example:
•Items are only available in the UK
Postage is charged at £3.00 per item with a further £1.00 per additional item will be charged
Postage and packaging charges will be clearly shown in your basket before you submit your order.
Delivery Times
If the items you have ordered are in stock, orders will usually be processed and dispatched within 2 working days of receipt and in the majority of cases UK customers should receive their orders within around two days of dispatch. (delivery times are dependent on Royal Mail and, where applicable, your local postal service and customs).
If something you've ordered is out of stock or otherwise delayed, we will notify you as soon as we have information about your order and you may then amend it if you so choose. If there are deleted items in your order, the in-stock items will ship and you will only be charged for those items.
Orders are dispatched by standard Royal Mail signed for services
Estimated delivery times:
UK - 2 to 4 business days from date of posting (though often the day after posting)
Please note these times are estimated and are not a guarantee.
Order Hasn't Arrived
Once the estimated delivery time has passed (see above) please email us at info@reeltoreelmusic.co.uk with your order number. If you've received a dispatch notification, please check that your package isn't being held at your local postal delivery office. For UK deliveries, Royal Mail should leave a notification card when this happens, but in our experience this doesn't always happen. If an item is returned to us because it wasn't collected from the delivery office, you'll have to pay the p&p charges to have it redelivered.
Wrong Item(s) Received / Item(s) Missing From Order
You must notify us of any problems with your order within 14 calendar days of delivery - email info@reeltoreelmusic.co.uk with your order number, providing as much information as possible. If items are missing from your order, please check the note and receipts enclosed with your order, as it's likely the reason for missing items will be explained there.
Right to cancel
You may cancel an order for goods (except tickets) for any reason within 14 calendar days of the date of order. If you cancel an order within this timeframe, you must notify us in writing at the email address above and wait for a response before returning the goods. It is your responsibility to take reasonable care to ensure the goods are not damaged in transit when you return them and are received by us at the address displayed on the website. Return postage will be at your cost.
We'll provide a full refund for goods returned in accordance with these conditions as soon as possible and no later than 30 days after we receive the notice of cancellation from you. Note that postage costs in these circumstances are not refundable. It's your responsibility to retain possession and to take reasonable care of the goods in the period prior to cancellation and until you return them to us. No right to cancel applies to audio or video recordings or computer software if they are unsealed by you. Your statutory rights are not affected.
Returns
Please do not return anything to us before getting a reference - email info@reeltoreelmusic.co.ukwith your order number and we'll provide instructions. Returns should be sent back within 14 calendar days and will be processed within 7 days of receipt. We reserve the right to not process returns sent to us without prior permission or returned damaged. Posters for Banquet-promoted shows are printed to order and are not returnable.
The Reel To Reel Music Company Ltd /
Company number 09912024 | VAT GB242379796