I have a question about my order. Who can I contact?

For customer services requests, email us at: shop@civilmusic.com

We only sell brand new products, not used items. All products we carry are in stock and can be despatched quickly. If for any reason an item is not available for despatch immediately we will try and contact you and keep you informed of the progress of your order. (in addition if your item is a pre-order please see notes about pre-orders below)

Answers to some common questions are below – these also form part of our Terms and Conditions

Q: I want to buy a Civil Music release on vinyl or CD. Can I have a download as well?
A: Yes. All our physical products come with a full digital version of the release to download.

Q: How long does it take to ship my order?
A: We aim to ship all orders as quickly as possible. This generally means the same day or before the end of the next working day.

Q: If I order more than one item will you discount my shipping?
A: Yes. Shipping charges are discounted for multiple items. Discounts are applied automatically. Shipping is calculated based on weight.

Q: How do you send my order?
A: All orders are sent via Royal Mail services. You can choose from standard or recorded services. For standard services in the UK, we use Royal Mail First Class Post, for exports we use standard Air Mail. Only recorded services are trackable and generally will require your signature on receipt. If you have chosen a recorded option and your delivery address is in the UK, then items are sent by Royal Mail First Class “Signed For”. Otherwise International items are sent by Royal Mail’s “International Signed For” service or in some cases “AirSure”

Q: What are delivery times?
A: On average UK customer orders should be with you within two days of despatch. European customer orders should be with you within three/four days of despatch. Rest of World customer orders should be with you within four/five days of despatch.

Q: Can I add an item to an order I’ve already made?
A: We are unfortunately unable to add items to existing orders. Sorry.

Q: Can I combine more than one order to be shipped together?
A: We are unable to combine any orders. Sorry.

Q: My order includes a physical pre-order item – will you send out my package when everything is in stock?
A: Your postage is calculated based on the total number of items in your order. We will hold your entire order until the pre-order release is ready to be dispatched. If you would like to receive items that are not pre-order immediately, please make 2 separate orders.

Q: When will you despatch my pre-order?
A: Details of pre-order despatch dates are specific to each pre-order item and detailed on the release page during the pre-order period. We will do our best to ensure all pre-order items are despatched so that they arrive with you on the official day of release.

Q: My order includes a digital pre-order item, or my physical pre-order contains a download version – how do I download it?
A: You will receive an email on the day of release informing you that the digital pre-order / digital version is available to download. The email will include a link and details of how get the download.

Q: What types of payment do you accept?
A: Paypal, Visa, Mastercard, Maestro, Solo, American Express & JCB

Q: Are your sales secure?
A: All purchases are powered by Topspin. When you add an item to your basket you will be able to view the information on terms, privacy, support and refunds. But if you have further questions not answered there or in this section then please contact us. Topspin’s purchase experience is and has always been via SSL, the leading standard for securing online transactions. The purchase flow has the SSL icon to denote the purchase is secure. The reason we can’t display an SSL icon in the browser navigation bar is because Topspin integrates it into our site as an iFrame. This allows us to maintain consistent branding and not send you off through multiple pages to checkout, however if you right-click and select “frame info”, you’ll see you’re shopping securely. Topspin submits to regular audits from a card processing authority and both Civil Music and Topspin never store or process customers credit card data; instead, Topspin use a partner (GlobalCollect) whose specialty is card security. All credit card data is encrypted and then sent to GlobalCollect. You can also pay by “PayPal” as an alternative to credit cards if that is more convenient or if you feel more comfortable with this form of payment.

Q: Can I convert your prices into another currency?
A: All products are priced and sold in Pounds (GBP). If you wish to convert Pounds into your local currency please use the xe currency convertor to give you an indication of equivalent price.

Q: Will I be charged any import taxes or customs fees if my Item is being shipped internationally?
A: Civil Music is not responsible for customs fees imposed by countries at point of entry. The customer is solely responsible for any and all customs fees. Items refused by you on delivery and returned will not be refunded or despatched again. Customs fees are completely in the hands of the customs authorities of your home country, and rates and fees are not available for us to quote or estimate.
While we understand that Customs in your country may add duties and/or import taxes to the cost of importing your item, we are unable to change the value or markings on the customs forms, as it would subject us (and possibly you) to fines both locally and abroad, the rejection of the package as it hits the border of your country, subject the package to delays in the customs process, and possibly prevent us from exporting items like those you have purchased to your country in the future. As a matter of policy to protect our relationship with the various customs agencies, we DO NOT alter the value of your package. We apologise, but we can’t risk our business.