FAQ

Looking for some basic information? Need some help or assistance? Need to ask How?, Why?, Where? When? What? Then please check out what our customers ask us regularly to see if we can answer your particular question quickly and easily. If you can’t find an answer here then please feel free to call us on: Freephone 0800-849-8119 (UK) or +44-208-676-5148 (EU/INT) or e-mail us directly: admin@propermusic.com.

Account and Payment Questions

I’m having a problem placing an order and cant’ complete my order, what’s wrong?

We’re happy to report that 99% of customers are able to place an order with us safely and securely without any problem at all. However, some customers may still experience a problem and there are many reasons why, the issue could be due to your internet connection, the device, browser or operating system you use, cookies or java script being dis-abled, a problem with your payment card details, security checks failing, your particular card providers systems being unavailable at the time and more.

Propermusic.com employs strict security measures with our partner SagePay to protect our customers so we adopt ‘3D Secure’ technology as required by both Visa and Mastercard and ‘SafeKey’ for American Express. These enhanced customer security features are employed on all orders placed with us online and any failure to pass these checks will always result in a failed order. So, before contacting us we advise you please check the following first:

  • Make sure you are using the most up to date version of your web browser and operating system. We support the latest versions of: IE, Chrome, Mozilla Firefox, Safari (Apple), Opera and Internet (Android Tablets).
  • Ensure you are on a secure, wired (preferred) or wireless network (never use an open public wi-fi connection when entering your payment card details)
  • Transactions using Mobile phones may not work correctly due to the strict security settings of our website and the restrictions of certain mobile devices, please try ordering again on a Laptop, PC or Tablet.
  • Corporate firewalls may prevent access to external websites or stop them from working correctly, please try again from a different device.
  • Cookies and Java-Script must be enabled in your browser to process orders as they store your shopping basket information and allow our website to work correctly (a warning will pop up if you try to complete a purchase without Java-Script enabled).

If all else fails then you can always place an order with us on the phone where we will be happy to process your order safely and securely. Ph: 0800-849-8119 (UK) | +44-208-676-5148.

What’s the benefit of opening an account?

We advise you to create an account as it enables us to deliver a much better and quicker shopping experience for you. You can place orders quicker, store different delivery addresses, view your entire order history, check your order status, create a wish list of your favourite products, receive a more personal service and much more.

Can I place and pay for an order without creating an account?

Yes you can, just use the Guest checkout option after clicking the “Pay By Card” button, however, if this is your first order with us you will only be allowed to deliver goods to the same address as the billing address.

When do you charge me for my order?

All orders made through our store are only charged upon confirmation of the despatch of any goods from our warehouse. This may result in multiple payments being taken up to the value of the goods ordered and despatched at that time.

When will you send my order:

All orders placed by approx. 3pm and currently “In-Stock” will be posted the same day. All pre-orders are posted on the Thursday or Friday before the release date (UK) and earlier for EU/International orders.

What payment methods can I use and how secure are they?

We accept all of the major UK cards including; Visa Credit, Visa Debit, Mastercard, Electron, Maestro/Switch and American Express. We take your security very seriously and all payment pages are encrypted to the highest security standards. Propermusic.com does not process any payment card details directly, nor do we store any payment card details in full or whole on our site or systems, these transactions are dealt with entirely by our secure payment gateway service provider Sage Pay and using a fully encrypted, tokenisation system. Our website is secured and verified by Thawte with an SSL EVL Certificate which you can view using your browsers address bar when you enter our secure pages.

Can I pay with PayPal?

Propermusic does not currently accept payment via paypal as they do not fall within our own strict requirements and guidelines. We only charge customers when we despatch any goods from our warehouse as this allows our customers to place pre-orders for new release products well ahead of the release date. PayPal does not currently offer a deferred method of payment for the time periods that we require and they also fall outside the regulations for Section 75 of the Conusmer Credit Act 1974 which protects customers for purchases over £100 (You can read more about that here on the MoneySavingExpert website).

Delivery

Who will deliver my order?

All UK orders are despatched using our preferred method based on your specific order value and weight. Products may therefore be delivered by Royal Mail, Parcelforce or UPS and certain orders will also require a signature. All EU and International orders may be sent by Royal Mail, DHL or DPD, subject to the same terms as above regarding weight, volume or value and a signature may be required.

What is the cost of delivery to non UK destinations?

We only charge £2 per order for delivery to all EU and International destinations, which is only charged upon despatch of the first item only. Any subsequent items from a multi-unit order that are despatched seperately will not incurr any further delivery charge.

How long does it take for my orders or goods to get to me?

It depends entirely on where you live, the local mail serive in your area and any customs checks that your order may be subject too. For more detailed delivery guidelines please visit our Delivery Information page for more details.

Can I pay for next day delivery (UK Only)?

There is usually no need to as we already provide a next day, 1st Class Service by Royal Mail as standard for all orders.  We also request the earliest delivery date possible for the delivery of any orders being delivered by our preferred couriers. Guaranteed next day delivery may only be provided in special circumstances and subject to payment being received seperately for this service. Please call us first if this is something you need to request.

Products

Why are lot's of releases missing from your store and why don't you list everything available in the UK?

Quite simply, we're not Amazon and can't/won't even pretend to be. We're an independent store working directly with over 1500+ labels and artsist from all over the world which gives us the unique position to offer, promote and highlight many releases that you simply won't find available elsewhere.

How do I know your Signed/Autographed Editions are genuine?

We work directly with all of the record labels and artists concerned and verificatrion can easily be sought from the Artist/Bands if needed. We will usually provide photo's of the artist/band signing the CD's for us on our social media channels. Our established and hard earned reputation will confirm all signed editions that we provide are indeed genuine.

Privacy

If I place an order or open an account will I end up getting loads of unwanted e-mails?

Absolutely NOT, we take your privacy very seriously so the majority of e-mails you receive from us will relate directly to your orders only and so we can keep you up to date on the status of your order. Any direct marketing e-mails that you wish to receive will be on an opt-in only basis and you will always be able to unsubscribe from them to remove yourself from our mailing list.

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FreeUK delivery & returns, £2 Worldwide Delivery