THE HOME OF SPECIALIST MUSIC Supporting independent labels and artists from across the globe

DELIVERY INFORMATION

Order Details

All orders are processed and accepted exactly as submitted by the customer at the point of sale. Any errors regarding delivery addresses details being entered incorrectly cannot be corrected unless reported to us immediately and only if the order has not already entered into our warehouse despatch process (which can be within minutes of confirming an order). If an order has already been picked, packed or posted then Proper Music cannot be held liable for the mis-delivery or non-delivery of your order due to an invalid or incorrect delivery address. Delivery address details, order amendments or cancellations can be requested by contacing our customer services desk by phone: 020-8676-5148 or e-mail: admin(at)propermusic.com.

Delivery Policy

Please note that all orders now require a valid contact phone number (Mobile is best) as this may be used by the Courier or Postal Services in your region for arranging the delivery of any parcels to your door or those that remain as un-delivered. Your contact number will not be used for any other purpose. Wherever possible, we will dispatch all items within a single order as soon as they become available. If you have ordered more than one item within the same order, then please be aware that in order to provide you with the fastest service possible your items may arrive in separate packages. If you place an order that also includes a new release product released the same week then we may hold your order until it can be despatched as per the "Delivery Of Advance Pre-Orders" detailed below.

Please ensure that your delivery address details are correct before submitting or confirming your order as we are not responsible for any orders shipped with incorrect or missing delivery information should they subsequently not reach you. Your delivery address is used precisely as entered by yourself when submitting the delivery details for your order. Delivery will only be made to the address as stated on the original order and can only be changed thereafter by contacting us directly and passing our security checks. ALL Delivery address must be submitted as English Language.

Proper Music withholds the right to refuse or cancel any orders requiring despatch to problematic destinations which may also include areas of conflict or war. Proper Music also withohlds the right to cancel and refund any order should the final delivery charge greatly exceed that of the price stated at the point of sale.

UK Delivery

All orders are despatched by our preferred choice of carrier for your specific order, this may be Royal Mail or UPS. The majority of our UK orders are usually received the next day or within 1 to 3 working days from the confirmed date of despatch (applies to UK destinations only).

Delivery Charges

All delivery charges that apply to your order will be charged at the point of sale and are calculated according to the size, weight, value and destination address of your order. Any outstanding items that remain from your order may be shipped separately as soon as stock becomes available, you will not be charged further for these additioanl deliveries.

Delivery Delays

We cannot guarantee the speed of the Royal Mail or Courier Service and any delays are outside of our control, we kindly ask you to wait for at least 10 working days for UK orders before reporting any goods to us as un-received or missing so that we can investigate the non-arrival of any items correctly. Delivery delays caused by or due to major weather disruption will cause actual delivery times to be greatly extended and are beyond our control (this applies to all destinations). Please note that any goods we despatch must be reported to us as undelivered within 30 days from the confirmed date of posting (which you will receive as an e-mail confirmation) and subject to the delivery timelines stated herein. We are unable to resolve any claims made for undelivered orders after 30 days.

Delivery Of Advance Pre-Orders

The standard release date of our new release music products is on a Friday and for DVD/Blu-Ray releases a Monday (unless indicated otherwise). All orders for new releases placed in advance of the actual release date will be shipped on the Thursday prior to release to ensure that delivery of your order is as close to the products official release date as possible (Applies to UK destinations only). All EU advance pre-orders will be despatched from the Tuesday onwards prior to release and International orders from the Monday prior to release. Proper Music witholds the right to hold back any orders which also include new release products up to the following week as they are not allowed to be shipped early as per our standard new release delivery terms stated herein.

EU & ROW Delivery

All orders are despatched by our preferred carrier of choice for your specific order, this may be Royal Mail or DHL. Delivery to most EU destinations averages from 5/10 days and ROW from 10/14 days, subject to your country of origin. However, you need to allow up to at least 14 working days for deliveries to Western Europe and up to 21 working days for the Rest Of The World from the confirmed date of despatch before reporting goods as not received. Please note that any goods we despatch must be reported as undelivered within 30 days from the confirmed date of despacth and subject to the delivery timelines stated herein. We are unable to resolve any claims made for undelivered orders after 30 days. Please note that there are also some new delivery fees that are now being applied by couriers for the delivery of any parcels to Remote Areas and this additional cost is based on your actual delivery area post/zip code so we're not able to provide the exact cost and if this new charge will apply to your order. In any such instance, if this remote area charge applies and exceeds that of the price you paid, then Proper Music may be unable to deliver your parcel and will need to cancel and refund your order, we will contact you accordingly.

Duties And VAT (EU/ROW)

Delivery destinations outside of the UK can take much longer to be received due to local mail service delays and also being subject to local customs or security checks. Import Duty, also known as Customs Duty, Tariff, or Import Tariff, is a local tax that the importer (you, the customer) may have to pay to bring foreign goods into your country. You may be liable for any customs tariff, import duty or local taxes due within your specific delivery territory and this will be payable by the receiver if applied. As the purchaser of the goods ordered, if you refuse to accept delivery or refuse to pay any additional duties or VAT that is due by the receiving territory juristiction (these charges need to be collected by the courier or mail service), as the parcel will need to be returned back to Proper Music, then the cost of the initial delivery to your address will not be refunded and any additonal charges incurred by Proper Music for the return of the parcel back to our warehouse will also be deducted from any final refund that may be due for the return of those goods.

Non UK Delivery rates

We provide the most competitive, reliable and quickest delivery service and rates that we possibly can, with all delivery charges based on the weight, size, value and destination address for your order. As stated above, it's essential that a valid contact phone number is provided for arranging the delivery of any orders, including those that remain as un-delivered. This is particularly important for any orders delivered by our courier service providers (DHL & UPS) as this has now become a mandatory requirement.

EU Postal Delivery Destinations

This list of destinations is not to be seen as definitive or any guarantee that Proper Music will despatch orders to these territories and we withhold the right to refuse or cancel any orders requiring despatch to problematic destinations that may also include areas of conflict or war.

  • Albania
  • Andorra
  • Armenia
  • Austria
  • Azerbaijan
  • Belarus
  • Belgium
  • Bosnia herzegovina
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark (Except Faroe Islands and Greenland)
  • Estonia
  • Finland (Except Aland Islands)
  • France
  • Georgia
  • Germany
  • Gibraltar
  • Greece (Except Cyprus)
  • Hungary
  • Iceland
  • Ireland
  • Italy (Excpet Vatican City)
  • Kazakhstan
  • Kosovo
  • Kyrgyzstan
  • Latvia
  • liechtenstein
  • Lithuania
  • Luxembourg
  • Macedonia
  • Malta
  • Moldova
  • Montenegro
  • Norway
  • Netherlands
  • Poland
  • Portugal (inc Azores & Madeira)
  • Romania
  • Russia
  • Serbia
  • Slovak Republic
  • Slovenia
  • Spain (Except Canary Islands)
  • Sweden
  • Switzerland
  • Takikistan
  • Turkey (Except Cyprus)
  • Turkmenistan
  • Ukraine
  • Uzbekistan

Non Standard EU Postal Destinations (Extra customs duties & taxes may also be payable by the receiver. Requires us to affix a UK CN22/CN23 or Customs Declaration form)

  • Âland Islands
  • Andorra
  • Azores
  • Bosnia Herzegovina
  • Busingen
  • Campione d'Italia
  • Canary Islands
  • Channel Islands – (Jersey, Guernsey, Alderney, Herm & Sark)
  • Croatia
  • Cyprus
  • Czech Republic
  • Faroe Islands
  • French Overseas - (French Guiana, French West indies, Guadeloupe, Martinique, Reunion)
  • FYR Macedonia
  • Gibraltar
  • Greenland
  • Heligoland
  • Iceland
  • Italian Waters of Lake Lugano
  • Leichenstein
  • Livigno
  • Madeira
  • Monaco
  • Mount Athos
  • Norway
  • San Marino
  • Spizbergen
  • Switzerland
  • Turkey
  • Vatican City State

Rest Of The World (ROW) Destinations: (Extra customs duties & taxes may also be payable by the receiver in the destination country. Requires us to affix a UK CN22/CN23 or Customs Declaration form)

  • All Asian Destinations
  • Australia
  • Brazil
  • Canada
  • China
  • Japan
  • Malaysia
  • Mexico
  • New Zealand
  • All South American Destinations
  • USA
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