FAQs


Frequently Asked Questions




If I am an existing customer of Europadisc, but new to the website, how can I log in for the first time?

If you are an existing customer logging in for the first time, you can enter your account number in the 'email address' box on the login ('My Account') page. Enter your surname (all in lower case) as the password, and you will then be taken to a page where you can enter your e-mail address and choose a new password.

Please note: if you have been receiving our email newsletter in the past, we will already have your email address on record. In this case, please enter your email address in the 'email address' box and then your surname (lower case) as the password. You can then edit your password by clicking on 'edit personal details' on your account page.

Please do not hesitate to contact us should you require any further assistance.



What are your delivery charges?


Please click here for details of our delivery charges.



How do I search on the Europadisc website?

You can search for any word (disc title, artist name, record label) or catalogue number in the search box on the left-hand side of the page. Please do not include punctuation or spaces in catalogue numbers and bear in mind that partial catalogue numbers can also be used in a search. More than one word can be entered into this box and the search results will contain every product against which all the words are found.

If you would like to enter more advanced search information (ie all recordings by conductor Simon Rattle on label EMI), then you can use the advanced search page. On this page, you can enter words into specific boxes which will only search those aspects of the product.

We would recommend that you always keep your searches as simple as possible. Searching for Rattle as opposed to Sir Simon Rattle will bring up more results. Try to enter words that you think are the most unique to the product(s) you are searching for.


Is it secure to submit my credit/debit card details on the Europadisc website?

Yes. We take the handling of credit and debit cards very seriously. Whenever card details are entered onto our site, they are entered on a securely held page (you may notice a padlock icon appear on your screen). The details are encrypted, and the encryption key is held away from the europadisc domain. We have an SSL security certificate which can be viewed by clicking on the logo below - this ensures that our security is of the highest order and will confirm to you that the certificate belongs to ourselves. Your card details can be removed from our site at any time, by deleting them from your account page.





How can I contact Europadisc?

We can be contacted by e-mail, telephone, fax and post. Please click here to view our contact details.



What do I do if my order has not arrived?

Please contact us to confirm exactly when your order was dispatched (click here for contact details). If it appears that a parcel has gone missing in the post, we will organise a free of charge replacement for you. Due to occasional delays in the postal system, we request that UK customers allow 14 days after despatch from ourselves before we organise a replacement.

Overseas customers should inform us of any parcels that have not arrived, but may be asked to wait longer before a replacement is sent.



How can I return an item?

Please click here for returns information.



How long does an order take to arrive?

We aim to ship most orders within 7 days, meaning that UK customers should not normally have to wait more than about 10 days for an order to arrive. Often we can ship more quickly than this, but we are dependant upon supplier deliveries and stock levels. If an item is holding up an order containing multiple items, we will ship a part-order and you will not be charged any carriage on the remaining item(s).

If an item is ordered before its release date, we will ship that item as soon as it is released. We will not allow orders which contain a new release item to be held up considerably simply because we are waiting for that item.

Customers ordering from outside of the UK should allow extra time for delivery.



Can I pay by any method other than credit/debit card?

We can also accept cheques and postal orders, but you will need to order by post if you wish to do this. Please ask if you would like us to send you some order forms, or if you would prefer to be on the postal mailing list. Alternatively, simply write your requirements on a piece of paper and send this to us, along with your payment. Our address details can be found here.



How can I register for an account?

You can register for an account by clicking on 'My Account' at the top of the page. Here, you are asked to enter your name, e-mail address and a password of your choice. Click on 'Create new Account' and your account will be ready to use. You will be setup to receive our e-mail newsletters automatically - if you do not wish to receive these, please un-check the box inside 'edit personal details'. Whenever you return to the site to place an order, or to view your account details, you will need to log in using the e-mail address and password you gave when setting up the account.



What happens if I forget my password?

If you forget your password, click on the appropriate link on the 'My Account' page. You will then be asked to enter the e-mail address with which your account is associated and the password will be e-mailed to that address.



Can I order an item that is not on your website?

As long as an item is available from a UK supplier that we use, we will be able to obtain it for you. Please contact us with details of what you are looking for and we will do our best to obtain it for you. Our contact details are found here.



Can I check the status of my order online?

Yes, you can view whether or not an order has been sent on your account page. Please scroll down the page to view your complete order history. If you wish to receive a more detailed update of an incomplete order, please contact us and we will check for you as soon as possible. Please click here for our contact details.



Can I join the Europadisc mailing list without placing an order?

Yes. Simply enter your email address into the box on the yellow header bar at the top of our website. Entitled, 'Quick sign up for our newsletter', this will add your email address to our database and you will then start to receive our regular newsletters.



What is a wish list and how can I create one?

A wish list is a page on our site where you can store a list of products that you may not want to buy immediately, but would like to save for future reference. Products can be added to your shopping basket from this page and they can be removed from the list at any point.

You can add titles to your wish list at any time by clicking the 'add to wish list' button which appears with the product information. In order for your wish list to be saved, you will need to have an account with us. Existing account holders should simply log in in the usual fashion. New customers will need to create an account by clicking on 'My Account' at the top of the page and entering their details. There is no charge for creating an account and we will only hold the minimum of information about you (name and e-mail address) if you do not order.



Do I pay extra carriage if only part of my order is shipped?

No. We only charge carriage once on an order. If we incur extra costs by splitting an order due to unforeseen delays, we will take responsibility for this and not pass any extra charge on to you.



What information do you hold about me?

If you have an account with us, the only information we need to hold about you is your name and e-mail address. We cannot view your password at any time.

When you place an order through the website, we will also require a billing address, delivery address and credit/debit card details. All of these details can be removed at any time by clicking on the 'My Account' link at the top of the page. From here, address and card details can be deleted immediately. In order to change your name, e-mail address, password or adjust your newsletter setting, you will need to click on 'edit personal details' button and make the appropriate changes.



What happens when I order a title before it is released?

When a title is ordered before its release date, we will hold the order and send it to you as soon as we receive it from the supplier. Please note that new releases can be delayed, but we will always send them as soon as they arrive with ourselves. If you have ordered other titles with the new release item, we will not allow these items to be held up due to a delay with the new release item.



What happens if I order a special offer title before the special offer begins?

When a special offer title is ordered before the special offer begins, we will hold the order until the start date of the offer. We will then order the title from the supplier at the discounted price and send it to you as soon as possible. Please count the usual days for delivery from the start date of the offer.



Can I cancel my order?

Under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you are entitled to cancel your order at any point up to seven working days after you receive the order. Please contact us as soon as possible should you wish to do this. Our contact details can be found here. Please note under paragraph 3.38 of regulation 13 of the DSRs, we are not obliged to accept returned goods that have been unsealed by the consumer.



What currency will I be billed in if I am not from the UK?

You can choose your currency by clicking 'Change country/currency', found on the right hand side of our website, just below the shopping basket. The default currency for the website is UK pounds (£), but you can also choose to pay in dollars ($) or euros () if you prefer. Once you have selected your currency, the website will always display the prices in this currency when you return (unless you delete any cookies associated with Europadisc). The currency you choose will be the currency that you are actually charged in - it is not simply a guide to the exchange rate equivalent on that day. Please note that if you are having goods delivered to the UK, you must pay in UK pounds.



How do I make a complaint?

If you have received a faulty, damaged or incorrect item, please contact us as soon as possible and we will organise a replacement for you. If you have received a damaged case, we are generally able to send out a replacement case to you without the need for replacing the complete item.

If you wish to make a complaint about any aspect of the service you have received, we would ask that you do so in writing to the following address:

The Manager
Europadisc
10A Gordon Road
West Bridgford
Nottingham
NG2 5LN
United Kingdom

We will endeavour to respond to you as soon as possible and do our best to resolve any complaint you may have.



If your question is not answered here, please contact us at sales@europadisc.co.uk and we will endeavour to reply to you as soon as possible.