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


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: +44 (0)208-676-5148 or e-mail us directly:

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, securely and 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 disabled, a problem with your payment card details, security checks failing, your particular card providers systems being unavailable at the time and more. employs strict security measures with our partner Opayao (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: +44-(0)208-676-5148 (EU / INT).

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, receive a more personal service, vreate your own wish list and much more.

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

Yes you can, just use the Guest checkout process during check out.

When do you charge me for my order?

All orders made through our store are charged immediately upon you completing the order during the checkout process.

When will you send my order?

We aim to post any orders for currently “In-Stock” items the same or next working day. We aim to post all pre-orders on the Thursday before the release date (UK only) and from the Monday onwards during the week of release for any 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. We take your security very seriously and all payment pages are encrypted to the highest security standards. Proper Music 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 using a fully encrypted, secure system. Our website is secured and verified by ESET with an SSL Filter CA Certificate which you can view using your browsers address bar when you enter our secure pages.

Why have I been requested to pay additional duties or taxes for my order being delivered to the EU?

For many EU orders, as a result of the UK leaving the EU in 2020 all EU orders are now subject to any local taxes or customs duties that may apply as you are now the importer of goods and subject to pay these additional fees. Proper Music is looking to avoid our EU customers havng to pay these additional fees for their orders and we will update you as soon as we have a solution in place.


Who will deliver my order?

All UK orders are despatched using our preferred method based on your specific order value, weight and destination. Products may therefore be delivered by Royal Mail, UPS or DHL and certain orders will also require a signature. All EU and International orders may be sent by Royal Mail or DHL, subject to the same terms as above regarding weight, volume or value and a signature may also be required. We cannot deliver goods to a PO Box Address where a signature is required upon delivery (Royal Mail tracked or our Courier Services, DHL, UPS or DPD).

What is the cost of delivery?

Delivery charges are calculated during the check out process and these will be clearly displayed so you know what the fee is.

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

It depends entirely on where you live, the local mail service in your area and any customs checks or additional duties pr taxes 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. 


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 we can't/won't even pretend to be. We're an independent store working directly with over 3000+ labels, artist's and suppliers 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 verification can be sought from the Artist/Band directly if needed. We can usually will provide photo's of the artist/band signing the CD's for us on our social media channels when available. Our established and hard earned reputation will confirm all signed editions that we provide are indeed genuine.


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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