Frequently Asked Questions

Accounts

Do I have to sign up with an account to order from you?

No, you can place orders as normal without using an account - simply choose the 'Can I Just Pay!?' checkout option from the Review Order page.

Why should I sign up for an account?

By signing up for an account you can:

• Keep track of all your previous orders
• Keep your address details on our system to save time when ordering
• Manage your stock notifications

How do I sign up for an account?

Click on 'Accounts' from the menu and choose 'New Account' from the log-in box. You will be asked to enter your name, your email address (which will be used to activate your account) and a password.

You can also create an account from the checkout page.

How do I log in to my account?

Click on 'Accounts' from the menu and choose the email address and password you entered when you created your account. Then click the 'Log In' button. You will be taken to the account management page, simply click 'Continue Shopping' at the bottom of the page to return to the store.

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

Click the 'Forgot your password?' link from the log in box on the Accounts page. 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.

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 follwed the activation link inside this email the old email address will be needed for login purposes.

My Order Status is:

"Attention"

"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.

"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.

"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"

"Shipped"

Your order has been shipped.

"Unknown"

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

Audio

How do I listen to the samples on the site?

What is the difference between the Real and the MP3 samples?

Due to the method of encoding the Real Audio samples are of a better quality and are more suited to the type of music that we sell, however they require Real Player to be installed on your computer.

The MP3 samples are of a lower quality and are slightly larger files, but can be played on a much wider range of music software.

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.

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, 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.

Sensitive information such as credit card details and customer records are not held on our web site.

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?

In order to receive your order as quickly as possible we recommend you pay by debit / credit card. We accept the following cards:

• Visa
• Visa Electron
• Mastercard
• Solo
• Switch
• Delta

You may also:

• Phone or fax your payment details to us.
• Send us a postal order (Please only send Sterling (UKP) postal / money orders as any other currency will not be accepted).
• 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 Switch or Solo card, the issue number is displayed on the font.

Cookies

Why do I need to have cookies enabled?

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.

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.

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 'I 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 your the link in your notification activation email to cancel your notification.

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 240V, unless otherwise stated on the product page