Frequently Asked Questions

Accounts

Why do have to sign up with an account to order from you now?

We have changed this now in preparation for our customer loyalty scheme (not active yet) You will need a customer account for points to be awarded, these points will be spendable against future orders.

How do I sign up for an account?

You can register for an account now or you can create an account during the checkout process.

How do I log in to my account?

Just use the "sign in" boxes in the header (top right) or sign in as you go through the checkout, some parts of the site may ask you to re-enter your password to use certain features, this is normal and is for the safety of your account.

What do I do if I've forgotten my password?

Use the Forgotten password? link. You will be asked to enter your email address - this must be the same email address that you have your account registered with. An email will be sent to that address with a special link, allowing you to reactivate the account with a new password.

If it is your You Sell password then please use forgotten your You Sell password.

How do I change my account details?

Once you have logged in you will be taken to the account management page. From here you can change your email address and password, and also view your past orders. Please note that if you change your email address a confirmation email will be sent to the new address. Until you have followed the activation link inside this email the old email address will be needed for login purposes.

My Order Status is:

"Attention"

Your order requires attention from a member of our customer service team. Please contact us for more information.

"AVS_Pending"

We are currently performing an address verification on your card details.

"Awaiting_Cust_Auth"

This order has been returned to us by the mail courier. We are awaiting your authorisation before we resend this order to you. Please contact customer services for more information.

"Awaiting_Payment"

Payment has not been made for this order yet. You payment will be processed ASAP during normal working hours. Please check back later.

"Awaiting_Return"

You have arranged to return this order or an item on the order. We are awaiting the return of the package.

"Cancelled"

This order was cancelled on your instruction.

"Collected"

This order was collected from one of our stores.

"Credit_Addition"

A credit has been placed on your account.

"Credit_Refund"

A credit on your account has been refunded back to your card.

"DM_Payment_Processed"

The payment for the downloadable items on your order has been processed. Your tracks can be downloaded from the accounts section of the site.

"Held"

Your order has been held by a member of our customer services team. Please contact customer services for more information.

"Monday_Shipping"

This order has a monday shipping item on it. The whole order will be dispatched on Monday.

"Friday_Shipping"

This order has a friday shipping item on it. The whole order will be dispatched on Friday.

"Order_Placed"

This order has been placed. Your payment will be processed ASAP during normal working hours. Please check back later.

"Out_Of_Stock"

All items on your order were out of stock. The order has not been sent and you have not been charged.

"Payment_Processed"

The payment for your order has been processed. Your order is currently being picked.

"Payment_Rejected"

The payment for your order was not authorised. Please contact customer services to progress this order.

"Postal_Order"

We are currently awaiting payment for your order. The order will be released once payment has been made.

"Refunded"

Your entire order has been refunded.

"Resend"

Your order has been returned to us and we have resent it to you.

"Resent_Lost_In_Post"

Your original order was lost in the post. A new order has been sent to you.

"Returned"

Your order has been returned to us. This could be because a delivery was attempted and you were not in and did not collect it from the delivery depot. Please contact us to arrange a resend.

"Shipped"

Your order has been shipped.

"Unknown"

The status of this order is currently unknown. Please contact customer services for more information.

Top

Audio

How do I listen to the samples on the site?

The samples on our site are in MP3 format. In order to listen to the samples you can either click the Deck links (our Flash MP3 player that will open up in the site) or clicking on the MP3 links which can be used in any regular media player, such as Windows Media Player, Winamp and iTunes.

What does the 'ALL' button do?

The all button allows you to download a playlist of all the tracks on each release in your chosen format. To switch between the tracks on a release use the forward and back search buttons on your music player.

Why do some titles not have samples available?

Samples are uploaded as quickly as possible on a daily basis, so if samples are missing for your chosen title, check back later.

MP3 samples are currently being produced for our newest stock, and are also gradually being introduced for our back catalogue.

Top

Checkout

Do I have to pay VAT?

Countries within the EU which are subject to VAT are : UK, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Madeira, Malta, Monaco, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Netherlands.

How secure is my order?

Orders are placed through a 1024-bit secret key encrypted SSL connection, meaning that nobody, apart from ourselves will be able to view your personal details.

Chemical (UK) Ltd will not sell or pass on any customer details such as names, addresses or email addresses to any third parties.

What methods of payment do you accept?

If your order includes any downloads you must pay using one of the debit / credit cards listed below.

For orders containing only normal physical stock we recommend you pay by debit / credit card in order to receive your order as quickly as possible. We accept the following cards:

• Visa
• Visa Debit
• Visa Electron
• Mastercard
• Maestro

You may also transfer the money to our bank account via bank transfer from your bank account or by visiting any branch of Barclays Bank.

Full details will be given at the end of the checkout - please ensure you include your order number along with any payment as otherwise we will not be able to process your order.

What is a CVC/CVV number?

The CVC/CVV number is the last three digits on the signature strip on the back of your debit / credit card.

What is an issue number?

If you are using a Maestro card, the issue number is displayed on the font.

Top

Cookies

Why do I need to have cookies enabled?

In order to use our website you must have cookies enabled in your internet browser. Cookies provide a link between your computer and the shopping cart that we have stored for you on our website.

Cookies are the most secure way of verifying your identity while you use our website. Chemical (UK) Ltd uses session cookies - these are temporary cookies that store your session information. They do not contain any of your personal information, they are not written to your computer's hard-disk and they are destroyed after you close your internet browser.

We do use cookies for advertising and tracking purposes, but these do not contain any personal information that can not be used to personally identify you. These 3rd party cookies may be persistent cookies, remaining on your computer after you close your browser. You do not need to accept these cookies for the site to work.

I've not needed cookies to use your site before, why do I need to enable them now?

The introduction of our customer accounts system means that a greater level of security is needed. Using cookies to store your session ID means that your name and address details will remain completely secure and will ensure that you are the only person able to view them.

I've enabled cookies but I still can't use the site!

You may need to close and restart your internet browser after you enable cookies, and in some cases you may even need to restart your computer.

Our checkout process requires that you are able to accept a secure SSL internet connection (i.e. with URL beginning 'https'). Please ensure that your browser is able to accept a secure connection by checking your security settings (this usually requires that SSL is enabled under advanced options). You may also be unable to use a secure connection if you are using a proxy server or are behind a firewall.

If we are updating the site, or you do not use the site for a long period of time then your session data may be lost and our website will think that you do not have cookies enabled - simply refresh the page to continue. If the problem persists then please contact us.

Why has my session been expired?

Your session may be expired if you reach Chemical (UK) Ltd from a link, if you do not have cookies enabled, if you use the back or refresh buttons whilst in the checkout, or if we are updating the site. This will mean that any items you had bagged will be lost. To return to the store simply follow the link provided.

Top

Delivery

UK / International Shipping

Standard UK postage is charged from £3.25 (Inc VAT) dependent on the weight and mail service used.

International postage is calculated by the weight (or volume) of the order depending on the mail service used. A total postage charge will be given in the Postage Options section of the Checkout after the relevant service has been chosen.

For further information including a list of available mail services please read the Delivery page.

Stock Notification

What is the Wants Page?

By using our Wants Page you can search through our entire back-catalogue of stock. This includes both in and out of stock items.

By clicking the 'Want It' button next to an out of stock item you will be able to sign up for stock notifications on that item.

What are stock notifications?

If you sign up for a stock notification on an item, you will receive an email when that item comes in to stock.

To sign up for a notification you must either enter your email address or hold a customer account. If you do not have an account you will need to verify your email address before your stock notification is activated - simply follow the link provided in the email that is sent to you.

How do I cancel my stock notifications?

If you have a customer account you can manage your stock notifications from the Accounts Page once you have logged in.

If you do not have an account you can use the link in your notification activation email to cancel your notification.

Top

Equipment Information

Does the Warranty apply to me?

There is a twelve month warranty on all our equipment items except cart, needles and faders. This applies to all our customers worldwide.

This warranty does not cover items if you have modified them.

What voltage does the equipment take?

All equipment should be considered to be the UK standard power source of - AC 230V, unless otherwise stated on the product page

Many of our products have variable voltages, if you wish to find out more information about product specifications please contact us

Top

Last updated: 7th March 2012