Tunes: Frequently Asked Questions
- Q1 I have received an email confirmation of order dispatch, when is the
order going to arrive at the specified delivery address?
- Taking into account the best & worst cases, U.K (next day - 14
days), Northern Europe (5-28 days) & the Rest of the World (7-28 days).
Where the maximum waiting time has elapsed, please contact:
orders@tunes.co.uk
- Please note that in the case of vinyl records (or CDs over 8
items), we would strongly suggest that you make sure that someone is
present at the delivery address, to accept the package. most letter
boxes are not capable of receiving such large parcels. Where a failed
delivery occurs, the mail/postal service provider should leave a card
stating that an attempt was made, but this does not always happen. Where
there are concerns about the length of time waited, we would advice that
you visit your local post office/depot, just in they have it. parcels
are usually kept for 14 days before being returned to the sender.
- It may sound obvious, but please ensure that the delivery address
details are correct, errors will cause delays. If there are any
mistakes, please contact: orders@tunes.co.uk
- Where there are communal letter boxes, please make sure that your post is secure, if you have any doubts, please contact: orders@tunes.co.uk
- Q2 I ordered an item a while ago, I have checked my order status and was wondering why is it taking so long to arrive for the distributor/supplier?
- Taking into account the best & worst cases, U.K (next day - 14
days), Northern Europe (5-28 days) & the Rest of the World (7-28 days).
Where the maximum waiting time has elapsed, please contact:
orders@tunes.co.uk
-
Delays in receiving are usually due to 2 factors:
- An item is temporarily out of stock, this can usually be resolved
within 20 days.
- A significant number of items, particularly in the featured sections (items which have reviews) are imported, in these cases, it is not economically viable to order an individual item. In order to keep our prices competitive, a minimum number of a specific item would have to be satisfied. Of course we appreciate that this can be extremely frustrating, so we always try our best to keep delays to a minimum.
- An item is temporarily out of stock, this can usually be resolved
within 20 days.
- Q3 I have been looking for an item for some time now, I have been led to
believe that it is unavailable/deleted, but it appears in your database,
can you really source it?
- Probably not. In general, if you have tried elsewhere and have been unsuccessful,
then in all likelihood, we would be unable to source it for you.
- Why then, does it appear in your database?
- We apologise where this occurs, unfortunately, we are reliant on
information from the supplier. Inaccuracies are usually due to 2
reasons:
- Record companies are sometimes unable to inform us, the retailer, of
their plans to re-issue an item (it all basically comes down to demand).
In most cases, availability will be determined by a minimum number of
individual orders placed, which can be as high as 1500 units.
- It's important not forget that the role of distributors is to provide us, the retailer, with what items they have in stock, and not to concern themselves especially with what they do not or cannot supply. The fact is that there is no onus on the supplier to maintain completely accurate information in their database.
- Record companies are sometimes unable to inform us, the retailer, of
their plans to re-issue an item (it all basically comes down to demand).
In most cases, availability will be determined by a minimum number of
individual orders placed, which can be as high as 1500 units.
- Q4 An item I have ordered has been damaged while in transit, what will
you do about it?
- We try our make our packages as robust as possible, however these
things sometimes happen. We of course do our best to resolve the problem
as speedily as possible. In this event, please contact: orders@tunes.co.uk
- Q5 Can I add to an existing order?
- No, please submit new order via web site. Where possible, we will
combine orders for dispatch together.
- Q6 Can I cancel an order?
- Yes, providing the order has not been dispatched.
Please contact: orders@tunes.co.uk.