Phuture Rave Entertainment Ltd - Worldwide Distribution & Mail Order

1 - How do I know if you have received my order?
2 - When will you send out my package?
3 - Do prices on the website include postage?
4 - What postage methods do you use?
5 - How much can I expect to pay for postage?
6 - What if I want to insure my parcel?
7 - How long will it take for my package to arrive?
8 - What happens if my parcel is lost in the post?
9 - Do prices shown on the website include VAT?
10 - Do I have to pay VAT?
11 - Can I pay by credit or debit card?
12 - What payment methods do you accept?
13 - Is it possible to place an order by phone or fax, i.e. not through the website?
14 - Can I listen to audio samples of records?
15 - Can I be removed from your mailing list?
16 - Can I cancel my order?
17 - Can I return goods if I’m not happy with them?
18 - What does the , & mean next to the product in the main product listing?
19 - I am a shop or distributor & want to order at wholesale prices. How do I do this?
20 - Do you use cookies? What is a cookie?
21 - Do you pass personal information on to third parties?
22 - Can I pay in a Non UK currency?
23 - I am receiving your mailing list emails, but I didn't subscribe to the mailing list. Why?
24 - I don't know how many Ł's (UK Pounds Sterling, GBP) there are to my own countries currency?
25 - I'm putting products in my basket, but when I go to the checkout they disappear! What's wrong?
26 - I can't hear the audio, even though the headphone & graphic EQ symbol is appearing. What can I do?

1 - How do I know if you have received my order?
You will receive a confirmation email once your order has been placed on our system.

2 - When will you send out my package?
We will send it out within 24 hours after payment has been received (not including weekends), however most orders placed before 3pm are dispatched the same day. You will also receive an email when we have sent the package out stating when it was sent.

3 - Do prices on the website include postage?
No, postage costs will be added to your bill at the checkout stage.

4 - What postage methods do you use?
All packages under 2kg (which is roughly 8 records) will be sent by 1st class Royal Mail. Packages over 2kg are generally sent with a variety of different courier companies depending on what country you live in (we use different companies so that we can offer you the cheapest postage rate possible). In some cases (if your order is over 2kg) we may split it into two packages & send them both by 1st class Royal Mail.

5 - How much can I expect to pay for postage?
Postage rates vary according to which country you live in, but you can use the following as a rough guide:

No. of recs ->	1	2	3	4	5	6	7	8	9+
UK	Ł1.80	Ł2.20	Ł3	Ł4	Ł5	Ł6	Ł7	Ł8	Ł8.50-10
Europe	Ł2.60	Ł3.60	Ł4.20	Ł5.70	Ł6.70	Ł7.70	Ł8.70	Ł9.70	Ł20-Ł30
ROTW	Ł4.00	Ł6.40	Ł8.00	Ł9.40	Ł12.10	Ł13.80	Ł16.30	Ł18.00	Ł27-Ł40

PLEASE NOTE that the above rates are just a guide - the cheapest postage cost will automatically be chosen for you at the checkout stage.

6 - What if I want to insure my parcel?
Postal insurance is extra & costs Ł0.72p for UK customers & Ł3.50 for international customers, however it decreases when you order 9 or more records (i.e. when your records are sent by a courier company). Postal insurance is automatically chosen for you at checkout, but if you don’t want it, just check the ‘no insurance’ box.

7 - How long will it take for my package to arrive?
After we have posted your package, delivery times vary according to what country you live in, & on the size of your package. A guide to average delivery times is as follows:

UK customers = 1-3 working days
European customers = 3-7 working days
Non European customers = 5-10 working days

But PLEASE NOTE that the above rates are just a guide, & delivery times may take longer than this. PLEASE ALLOW 28 DAYS FOR DELIVERY before contacting us regarding your parcel.

8 - What happens if my parcel is lost in the post?
This is a very rare situation, as 99.9% of the time parcels reach their destination safely. In the unfortunate event that it does happen, we CANNOT accept responsibility UNLESS you have taken out postal insurance on the parcel, in which case we will refund you in full or resend your order. For your security we advise you to take out the postage insurance option at the checkout stage.

9 - Do prices shown on the website include VAT?
Yes, all the prices shown include VAT at 17.5%. You may or may not have to pay this depending on which country you live in (see below).

10 - Do I have to pay VAT?
You only have to pay VAT if you are ordering from within the EC. Customers ordering from outside the EC will have VAT automatically deducted from their bill at the checkout stage, however VAT will not be deducted from your postage costs, as the postage costs we charge for Non-EC orders are already quoted without VAT.

11 - Can I pay by credit or debit card?
Yes, we accept all major credit cards (Visa & Mastercard) & debit cards (Maestro, Solo, JCB, Visa Delta & Visa Electron), however there is a small Ł0.50p surcharge for this method of payment.

12 - What payment methods do you accept?
We accept all major credit & debit cards (see above), & we also accept payment in the form of cheques, international money orders, bank transfer, postal orders, cash sent by registered post (sent at your own risk!) & PayPal (you need to register first at www.paypal.com & there is a Ł0.50p surcharge to cover PayPal fees)

PLEASE NOTE that all payments must be sent in UK Pounds Sterling (Ł’s, GBP), except credit & debit cards where you can also pay in Euros or US Dollars. Payments sent in other currencies will not be accepted.

13 - Is it possible to place an order by phone or fax, i.e. not through the website?
Yes, just phone or fax us with your order details, & we’ll calculate your order for you. Please feel free to contact us by these means.

14 - Can I listen to audio samples of records?
Yes, just click on the highlighted product. This takes you to a page with more information where you can view track names & listen to samples of the tracks if the audio icon (headphone symbol) appears. However YOU MUST HAVE Macromedia Flash Player installed for the audio to work, you can download it very quickly HERE>>. Due to the large size of our product catalogue, audio may not be available for every product.

15 - Can I be removed from your mailing list?
Yes just email, phone or fax us stating that you wish to be removed from our mailing list & we will remove you immediately. Or you can click the ‘remove’ link at the bottom of one of our mailing list emails.

16 - Can I cancel my order?
Provided it has not already been sent out, we can cancel your order. To do this, please email, phone or fax us as soon as possible explaining why you want to cancel the order, & we will cancel it if it is possible to do so.

17 - Can I return goods if I’m not happy with them?
If you are not happy with the goods you ordered, then you can return them (with a covering letter stating the reason for their return) within 14 days of receipt, & provided they are in the same condition as when they were sold to you we will offer you a full refund.

18 - What does the , & mean next to the product in the main product listing?
The

means that the product is IN STOCK.
The

means that the product is OUT OF STOCK (but you may still back order this item, & we will inform you via email when we have it back in stock).
The

means that there is only one copy of that product left in stock, so if you want it, be quick or someone else might order it first!

19 - I am a shop or distributor & want to order at wholesale prices. How do I do this?
We suggest that you download our full catalogue (‘download catalogue’ menu option) & then send us your order by email or fax. Please do not order through the shopping basket system!

20 - Do you use cookies? What is a cookie?
Yes, we use cookies to associate you with your online basket. The only information stored in the cookie is an ID identifying your basket. We do not store any personal information in this cookie. Please ensure that cookies are enabled in your browser, otherwise your basket WILL NOT WORK! For more information on cookies & how to enable cookies check http://www.microsoft.com/info/cookies.htm.

21 - Do you pass personal information on to third parties?
No, we respect your privacy at all times. We will not give out your personal information to any third parties at any time. We will only use the personal information you give us for reasons that are specific to the ordering process.

22 - Can I pay in a Non UK currency?
If paying by credit or debit card you can choose to pay in Euros or US Dollars at the WorldPay payment page. Otherwise we ONLY accept payment in UK Pounds Sterling (Ł’s, GBP).

23 - I am receiving your mailing list emails, but I didn't subscribe to the mailing list. Why?
When you place an order with us you are automatically added to our mailing list. This would explain why you are receiving our maliing list emails without subscribing. If you wish to be removed from the mailing list then please email, phone or fax us to let us know you wish to be removed.

24 - I don't know how many Ł's (UK Pounds Sterling, GBP) there are to my own countries currency?
You can use this currency converter to check http://www.xe.com/ucc

25 - I'm putting products in my basket, but when I go to the checkout they disappear! What's wrong?
This is because your browser is not accepting cookies. To accept cookies, we recommend you set your internet security/privacy level to medium & this will enable your basket to work correctly. For more information on how to do this check http://www.microsoft.com/info/cookies.htm.

26 - I can't hear the audio, even though the headphone & graphic EQ symbol is appearing. What can I do?
Try closing any other audio applications that you have running on your computer (e.g. Winamp, Real Player etc), as sometimes these will stop you from hearing the audio from our site. Also if you are behind a firewall this may in some cases prevent you from hearing the audio, so you may have to turn your firewall off.

PHUTURE RAVE, PO BOX 23390, LONDON, SE16 7EL, ENGLAND
PHONE : +44 (0) 20 7232 0086 | FAX : +44 (0) 20 7231 5102 | E-MAIL : info [at] phuturerave [dot] com
Copyright © 2003-2008 Phuture Rave Entertainment Ltd. All Rights Reserved.