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Help
Help
1. New Customers
- Entering details
- Old store customers
2. How do I use the shop?
Shopping Steps
3. Frequently Asked Questions (FAQs)
- Will DVD play in my machine?
- What are the formats
- Wh at are DVD Regions?
- My purchase says "Despatch in 3-14 days"
- My order hasn't arrived
- How do I cancel my order?
- Order was damaged when it arrived
- My Account has been frozen
- Can I exchange an item I don't like?
- I've put items in my shopping basket, but when I click on it, it tells me it's empty. What do I do?
- My order is prepending, what does this mean?
4. Shipping
- Costs for postage
- Countries we deliver to
- Courier Delivery
5. Product Delivery / Availability
- Pending
- Immediate despatch & Despatch 3-14 days
- Pre release/order
- Processed
- Signed products
- Not received order
- Wrong items have been delivered
- Damaged Items
- Standard Delivery
6. Returns
- Policy
- How to return
- Your Statutory Rights
7. Pricing & Payments
- How can I pay for my order?
- Accepted forms of payment
- How to pay bank transfer/Cheque info
- Frozen transaction
8. Vouchers/Credit Note
- How can I redeem my voucher or credit note?
- Problems with vouchers
9. International Shoppers
- How much will the transaction cost me in my currency?
- Customs & Import Charges
- Vat
1 - New Customers
1.1 - Entering details
As a new shopper to Involved Productions, there are a few things that should help you to make your shopping experience go smoothly.
The first thing you will want to do is become a registered shopper. Click "Login" and enter details requested.
To do this you need to use your email address as your login, and create a password for yourself. You then need to enter all of your address details.
When you place your order, a label is automatically generated from the address you type into your account details, so you are responsible for getting this right. Please do not use foreign alphabet characters as this may not be recognised by our system and may cause your address to be displayed incorrectly. We are not responsible for non-delivery if you have entered your address incorrectly.
1.2 - Old store customers
Even if you have bought anything from our old store, you will need to register a new account in order to buy products from the new store. You can do this here: https://store.anjunabeats.com/index.php?dispatch=profiles.add
2 - How do I use the shop?
2.1 - Shopping Steps
Browse through the different sections of the site looking at the products available. When you see something you want to buy, you'll notice an "Add to Basket" button next to it. Clicking on that button will put one copy of that item into your shopping basket. The number of items in your basket will increase each time you add something.
If you click on the "View Basket" button, you can see what you've got in your basket and how much it will cost you. If there's an item you know longer you want, you can remove it. Once you've selected everything you would like to purchase, click "Checkout" - this will prompt you to log in with your Involved Productions account, you can create an account if you don't have one. See 1.1 (New Customers) you will need to hit the 'checkout' button to confirm your order.
You need to select your country from the menu to see all payment methods available to you. Follow all of the instructions regarding your chosen method of payment. After you have completed the payment pages, your order will be placed with us and sent out to you as soon as possible.
3 - Frequently Asked Questions (FAQs)
3.1 - Will DVD play in my machine?
The majority of DVDs and videotapes sold by Involved Productions are PAL format, Region 2, unless stated otherwise.
You should refer to your DVD player's instruction booklet for confirmation of your player's regional settings. DVDs and videotapes vary according to both format AND region, so unless your machine is multi-region / multi-format, or can be converted to handle multi-region / multi-format, you should be aware of the following:
YOU NEED TO CHECK THAT BOTH THE FORMAT AND THE REGION OF THE DVD MATCH THE SETTINGS ON YOUR PLAYER AND THAT THE FORMAT MATCHES YOUR TELEVISION.
3.1.1 - What are the formats?
PAL is the standard format for the UK, Europe, Australia, New Zealand, Africa and Asia (excluding Japan).
NTSC is the standard format for USA, Canada, Central and South America, Japan and the Caribbean.
3.1.2 - What are the DVD regions?
- REGION 1 - USA and Canada
- REGION 2 - Europe, Japan, South Africa and the Middle East
- REGION 3 - South East Asia and East Asia
- REGION 4 - Australia, New Zealand, Central and South America and the Caribbean (there is also a significant penetration of Region 1 players in all these regions, except Brazil)
- REGION 5 - Africa (excluding South Africa), India, Russia, North Korea and Mongolia
- REGION 6 - China
- REGION 0 - These are uncoded discs and should play on any DVD player.
3.2 - My purchase says "Despatch in 3-14 days"
"Despatch in 3-14 days" means that the item requested is out of stock. We have to order it in from a supplier before we can send it to you. We cannot split orders (send you some items now and some later). So, if you want to order several items, but would like the "Immediate Despatch" ones now, it's best to place two orders, with the "Despatch in 3-14 days" items on a different order. See 5.2 for more information
3.3 - My order hasn't arrived
The first thing to do is to make sure that your order has actually been sent out to you. Check your order status by logging into your account and viewing your order history. If the status of your order says PROCESSED, this means that your order is currently in our warehouse waiting to be packed and shipped and should be on its way to you soon. Once our recommended delivery time has elapsed (please see our section on delivery for more information.), If you have chose to have you item sent by Standard Mail, please check that your local postal office aren't holding the package for you. They may not have been able to fit your package through your letterbox and took the package to your local office for you to collect. They should leave a card to say that delivery has been attempted, but we have found that this does not always happen.
If they return the package to us because you did not pick it up at the post office, you will have to pay the p&p charge again to have it resent.
Because of the variance in delivery times, we are not able to consider a package lost by the postal service until 28 days from the SHIPPING date have passed. This is regardless of your country of residence.
If your order was shipped more than 28 days ago, and you have checked at your local postal office to make sure they aren't holding it for you, please email us at store@anjunabeats.com
3.4 - How do I cancel my order?
The only way to cancel an order is to contact us.
Please email us at store@anjunabeats.com. Quote your order number and 'Please cancel' in the subject line of the email and we'll take care of it.
3.5 - My items arrived damaged
If your items arrive damaged, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action. Please e-mail us at store@anjunabeats.com and we will arrange the refund.
3.6 - My account has been frozen
An order is usually frozen because we did not receive payment details for it within 7 days of the order being placed. There are 2 reasons why payment details may not have been received:
- 1. You did not choose a payment method or submit any payment details. In this case we must ask you to replace your order, this time including payment details. The frozen order will stay frozen permanently and does not need to be cancelled.
- 2. You have chosen to pay by an "offline" payment method (bank transfer, cheque etc.) and either you haven't made payment yet or your payment has not yet been matched to your order. If after 7 days, your order is showing as frozen, Bibit (our payment company) may be having trouble matching your payment to your order.
Please email us at store@anjunabeats.com to let us know there might be a problem. As soon as your payment is settled to your order by BIBIT, your order will be unfrozen. It will be shipped when the items you have requested arrive from the supplier.
We regret that we cannot reserve stock for an order until payment is received or authorised, you should send your payment as soon as possible in order to receive your goods promptly. For more information on payment methods please go to (7.0 Pricing and payments)
3.7 Can I exchange an item I don't like?
Yes, you can exchange goods purchased. We will issue you with a credit note or refund when we have received goods back to our warehouse (you will only be refunded for the item(s) purchased and not for post & packing). Please see (6.02 How to return items) for more information. Once we have received the returned items you will be free to order your new item from the store. This also included items that are purchased in the wrong size that you would like to exchange.
3.8 I've put items in my shopping basket, but when I click on it, it tells me it's empty. What do I do?
This sounds like a problem with page caching, which you can fix by clearing your browser cache.
Internet Explorer
- Open the Tools menu and click Delete Browsing History...
- Select Temporary Internet Files.
- Click the Delete button to delete your temporary files (i.e. clear your cache).
Firefox
- From the Tools menu, select Clear Recent History.
- Choose the time range of cache you'd like to clear.
- Click on Details and make sure Cache is checked.
- Select Clear Now.
Chrome
- Select Options from the Tools menu.
- On the Under the Hood tab, click the Clear Browsing data button.
- Select the Empty the cache check-box.
- Click the Clear Browsing Data button.
Safari
- Depending on your browser version, click the Edit or Safari menu and select Empty Cache.
- Click Empty.
Opera
- From the tools menu, select delete private data.
- Click the details button.
- If you do not wish to delete cookies, saved passwords, etc., remove checks from them in the list and press Delete.
- Try to view the site and hopefully it should all work fine.
3.9 - My order is prepending, what does this mean?
An order will display with a status of "prepending" when there is no payment attached to it. This can be for a number of reasons. This may be because you've selected to pay by bank transfer or cheque and we are waiting to receive the payment. If your order status is prepending and you wanted to pay by card, then you will need to place a new order on the website. However, it is worth checking your order history first by logging into the site, to make sure that you haven't already placed an active order with us, prepending orders can also be placed inadvertently by pressing back or forward during the payment process.
There is no need to worry about any existing prepending orders as they will not process without payment and will therefore remain inactive on the system. If you have any queries regarding this please feel free to contact customer services.
4 - Shipping
4.1 - Costs for postage
Each item is priced for delivery according to its weight and volume. An exact delivery charge will be calculated for you on the website before you are asked for payment.
4.2 - Countries we deliver to
We endeavour to deliver products to most countries worldwide, if you are experiencing problems with delivery please call our customer service team.
4.3 - Courier Delivery
International courier charges vary based on the country we are delivering to, and the weight and size of the package delivered. The final price will be displayed in the checkout before you are asked for payment. UK deliveries are next day to most UK destinations. When your order is shipped you will get an email, and you can expect your order to arrive the following day. Other UK destinations may take up to 2 days for delivery.
We cannot guarantee next day delivery to the rest of the world. If you would like to obtain a tracking your order, please contact our customer services team who will find out where your order is.
You are responsible for paying all customs or import duty charges.
5 - Product Delivery / Availability
5.1 - Pending
"Pending" means that we have received your order and your payment details but we are waiting for some of the items that you want to arrive from the supplier. An item which is "pending" will hold up the rest of your order from being sent to you.
5.2 - Immediate dispatch and dispatch within 3-14 days
All items are subject to availability and all time frames are approximate and as such, should not be interpreted as a guarantee.
"Immediate dispatch" means that we have the item in stock. If all the items in your order are in stock, your order will usually be processed within 24 hours.
"dispatch in 3-14 days" means that the item requested is out of stock. We have to order it in from a supplier before we can send it to you. Most items usually take between 3-14 days to arrive. However, some items, including imports, can take a little longer to arrive. We will keep trying to full fill an order for approximately 1 month from the date it was placed. There are some exceptions, including pre-releases or if we have received a revised delivery date from the supplier that is just outside the 1 month period. If we are not able to fulfill your order, we will keep you updated and give you the option to cancel your order (providing it is not a download/ticket/e-ticket). We cannot split orders (send some items now and some later). If you would like to order several items, but want the "Immediate dispatch" ones now, it's best to place two orders, with the "dispatch in 3-14 days" items on a separate order.
An important point to note is that if you order the last copy of an item which is available for immediate dispatch, once your order is placed that item will show as being out of stock. This is because you have reserved the last copy so it is now unavailable for anyone else who wants to buy it.
5.3 - Pre-release/order
Pre-order means you can place an order for a product that isn't available for general release. UK customers should expect to receive their product on day of release.
5.4 - Processed
This means that your order has been processed and your payment has been taken. Your order is currently in our warehouse waiting to be packed and shipped. Please note however, that if you purchase a pre-order CD along with other items from the Anjunastore then delivery of your order will be delayed until stock of the album arrives and your entire order can be shipped out as one package.
5.5 - Signed Products
We frequently offer products that are signed by the artist(s). Unfortunately the number of copies are always very limited which means we cannot guarantee that every customer will receive the signed version. In these instances, orders are selected on a random basis, unless otherwise specified. Instances where product is offered on a first come first served basis, this means 'first served' once your payment method processes through our system and not at time of ordering.
Please be aware that multiple orders/copies for signed goods may not be completely fulfilled and the quantities may be changed. This is in the interests of fairness and makes the chance of receiving a signed copy as equal as possible for all of our customers.
5.6 - Not received order
Please see section 3.3 My Order Hasn't Arrived
5.7 Wrong items have been delivered
If you have received incorrect items in you order please contact our customer service department. They will advise you on how to send back the items and replace them with the correct items. Contact Details: store@anjunabeats.com
5.8 Damaged Items
Please see section 3.5 My order arrived damaged
5.9 Standard Delivery
If you have ordered something that is flagged as “Dispatch in 3-14 days”, we cannot ship your order until the stock arrives from the supplier.
We will send you an email when your order is shipped. From this date, here is a rough guide to how long it should take for you to receive your order:
- UK
Approximately 1-4 working days - Europe
Approximately 4-7 working days - USA / Canada
Approximately 7-14 working days - Rest of the World
Approximately 7-20 working days (depending on location)
Please note that this is a guide only and should not be interpreted as a guarantee of delivery time.
All UK items are sent by Standard or Recorded First Class mail. All overseas orders are sent by Recorded First Class airmail or UPS courier. Unfortunately there is no tracking information available on unrecorded items, and we are not held accountable for unrecorded items that are lost in the postal system. If speed of delivery or tracking are important to you, it may be worth selecting the "Recorded Delivery" or “UPS” option from the "shipping" section of the checkout page when placing your order. Once your order arrives in your country, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.
We cannot consider an order “lost” until 28 days have passed since the shipping date.
6 - Returns
6.1 - Returns Policy
If you are not satisfied with any of the items you have received for any reason, we will be happy to refund you for the cost of the items if we receive the returned items from you in the condition that they were sent, within 28 days of delivery to you. We regret that we cannot refund you for postage and packing. Please contact us at store@anjunabeats.com and wait for a response before returning item to us.
DAMAGED ITEMS
If your items arrive damaged, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action.
If the product you ordered is defective and is covered under the manufacturers warranty, please contact the manufacturor direct rather than ourselves. You should be able find their contact details on the products documentation.
(See below for how to return items to us)
OUR MISTAKE
If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing), or send you replacement copies, if there is available stock.
YOUR MISTAKE, INCLUDING DELIVERY ADDRESS ERRORS
If your order is returned to us because you did not collect it from the post office, if you made a mistake with your address, or for any other reason not stated, we will cancel the order and refund you for the items purchased, but not for post & packing. You will then be free to place your order again. We are not responsible for non-delivery if you have entered your address incorrectly.
6.2 - How to return items
Please DO NOT return anything to us until you have contacted us at store@anjunabeats.com and RECEIVED A RESPONSE.
Any returns should include a note of your name, order number and a brief explanation of your reason for returning the items. For your protection please ask the Post Office for a 'proof of postage receipt' when sending your items back to us. This proves you have sent the package back to us should the package get lost in transit. You will not be charged for this. Please note the package is your responsibility until it reaches us. We will be unable to refund or resend your order with out a proof or postage receipt.
6.3 - Your Statutory Rights
Your statutory rights are not affected either by ordering from us or by us refunding you.
7 - Pricing & Payments
7.1 How can I pay for my order?
You can pay for your order on the website by selecting one of our many payment options which are displayed when you proceed through the 'checkout' area
If you choose to pay by credit card, we will only charge your card when your order is processed and sent for packing. We will authorise the payment until the order is ready to ship. This authorisation may show up on your credit card statement. (The exception is if you have ordered DIGITAL DOWNLOADS, in which case we must charge you when your order is placed. This is because the download links are available immediately.)
If you choose to pay by debit card (UK SWITCH, SOLO OR MAESTRO), we will charge your card when your order is placed. This is because of the fact that we are not able to 'reserve' an amount the way we can with a credit card, and so there may not be sufficient funds when your order is processed and shipped.
If you have chosen to pay by cheque or bank transfer, we cannot reserve stock or ship your order until payment has been received and settled to your order. You should make this payment as soon as possible to have a better chance of getting what you want.
Available payment methods vary from country to country.
7.2 - Accepted forms of payment
We accept all major credit and debit cards: Visa, MasterCard, American Express, JCB, Diners' Club, Switch, Solo and Visa Delta.
Please note that some Switch, Solo and Visa Electron cards cannot be used for online transactions. This is not because we don't accept them, but because some banks don't allow them to be used online. When you place your order and come to the first payment page, choose your country from the drop-down menu and hit select. You'll then be given a list of all the ways you can pay in your country.
We do not store customers' card details on our server. This means that you will have to enter your card details every time you place an order or if you make a mistake when entering you card details.
Please note that for orders under £5 we only accept a reduced number of payment options which are displayed on the payment page. If you don't have any of these payment methods please increase the value of your shopping basket and the full list will be displayed.
7.3 Bank transfer / Cheque info
Please MAKE ANY CHEQUES PAYABLE TO INVOLVED PRODUCTIONS Ltd. When you place your order, you will be given BIBIT's address to which your cheque should be sent and to whom it should be made payable.
Please make a note of the reference number and any instructions (e.g. bank transfer details or address to which your cheque should be sent). Because we use a third party payment company, we cannot supply you with this information at a later date.
Please note that if you are paying by cheque, we cannot reserve items for you until your payment has been processed. As a result, there may be some rare occassions when limited stock items such as special editions or tickets are sold out before payment clears. To ensure that your order is processed more quickly, we recommend payment via credit card/debit card online.
7.4 Frozen transaction
If your account has been frozen this means that your order has been unsuccessful. There are a number reasons for this the most common is a problem with your payment method. You can try and order your products again using a different method or you can report the problem to our customer services department who will look in to your query.
Vouchers/Credit Note
8.1 How can I redeem my voucher or credit note?
To redeem a voucher/credit note add your items to the shopping basket and proceed to the checkout as normal. Enter your voucher/credit note code in the box on the "Review order" page of the order form.
If the value of your voucher exceeds your order value, any remaining balance is held on the voucher/credit note. You will be given the option to use that balance when you place future orders.
If your order total exceeds the value of your voucher/credit note you will be asked to provide a credit or debit card number or redeem another voucher/credit note to pay the balance.
8.2 Problems with vouchers
If you are experiencing problems redeeming your voucher, please ensure that you are inputting the whole voucher code which MUST include the credit prefix. If you are still encountering problems call our customer services team.
9. International Shoppers
9.1 How much will the transaction cost me in my currency?
It is impossible for us to give you an accurate figure, because the exchange rates change every minute. Bank and credit card companies may also add their own charge for currency conversion. We recommend that you ask your credit card company how much they charge for this service.
Involved Productions will charge your credit card in British Pounds Sterling and your credit card company will then convert that amount to your currency.
There are many 'Currency Converter' tools on the web, that will give you an idea of how much you will be charged, but they may NOT give you a 100% accurate figure. Here is one site that will give you a currency conversion.
9.2 Vat
Anjunabeats's pricing policy is to offer our products at the same price to all customers, wherever they live in the world.
The tax rules are such that we have to pay VAT on all purchases made within the EC (except for certain tax free areas e.g. Jersey, Andorra etc). So to areas where tax applies, we charge the price displayed and pay the relevant tax to the UK government. So if a CD was priced at £10, everyone gets charged £10 but we pay the UK government 15% of this amount for this purchase for any orders within the EC. We have taken this decision to encourage European e-commerce and to make sure that the additional costs in trading with non-European community countries are covered. When your order arrives, you will see on your invoice that all VAT fields read as 0. Because of this, we do not refund and VAT to non-EC customers because they haven't paid any.
9.3 Customs & Import Charges
All import and export costs are the responsibility of the customer. We have no control over the length of time your order will be held at customs for clearance and suggest that you contact them directly for further information. We mark all packages for overseas delivery with contents and order value marked accordingly.
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