FAQs

Using the Site

Are my login details the same as my Erasure Information Service login details?

No, this is a completely different platform to the old EIS forum and any previous Erasure or Lexer Music online shops. You will need to register your details with this site as a new user.

How do I view items within different categories?

To view by category, click through the products navigation tree towards the top of the page. Note that products that are out of stock will not generally be shown or will show as "out of stock".

How do I change the shop currency as I'm outside the UK?

Select either GBP, AUD, CAD, CHF, EUR, JPY, NZD or USD from the top menu bar to change the currency. Note that currencies are indicative only (i.e. are the values are manually updated every now and again) so will be converted back to Pounds Sterling at the point of payment.

How do reward points work?

The reward points scheme has now been discontinued however you have until the end of 2017 to redeem any existing points accumulated. Reward Points have a value of 1p per point and can be be redeemed regardless as to how many have been accumulated. Note that you must have registered an account and have bought products against that account for your reward points to have been accumulated.

Your current reward points total is shown once you log in to "Your Account".

Placing an Order

How do I place an order on-line?

Add any items you wish to purchase to Your Basket by clicking the Add to Basket button displayed at the bottom of each item description. The can also click on Add to Wishlist to pre-select items you might want to order. These can then be viewed from the Your Wishlist link at the top of the screen.

When you have finished selecting all the items you wish to purchase, click the Proceed To Checkout button. Here you will be asked to register (or use your existing logon if already registered), enter Billing/Shipping details, select a shipping and payment method and confirm the order. You can place your order without registering if you wish to do so.

What happens after I place an order?

Upon placement of an order you will get an email confirmation from Lexer Music confirming the details of the order placed. You will also get emails from Sagepay  or PayPal confirming the payment. You will receive an additional email from Lexer Music once the order has been shipped to confirm that the order is complete.

Although orders (particularly in the UK) should arrive within a few days of dispatch please allow at least 15 working days (within the UK) and 25 working days (worldwide) for delivery.

Note that if a pre-order item is included in your order then all items will be dispatched at the same time since we are unable to split orders. Please raise separate orders for items you want dispatching independently.

How do I track my order status?

To check the status of your order, login to your user account and view the orders under Your Account. The Order Status will either show as Process, Cancelled or Complete as appropriate. Pre-orders will show as status Pre-Order.

Can I cancel or amend an order?

You can cancel an order prior to dispatch by replying to your email order acknowledgement with the email title changed to 'cancel order'. In the event of an amendment to your order that requires no charge adjustment (e.g. changing a T-Shirt size), then the email title should be 'amend order' with the appropriate details specified within the email.

If the order has already been dispatched then you are entitled to a refund within 7 days of purchase in line with your statutory rights, however the postage and packaging charges will not be refunded.

Where do I send returns?

If any item is found to be damaged or faulty on receipt then please return to the address on the Contact Us page for a full replacement.

Packages that are returned to us from the Post Office due to non collection will be re-posted on re-payment of the relevant postage charge. If the non-collection is down to our error then we will re-post free of charge.

Can I place an order by post or phone?

If you wish to place an order by post (paying by cheque, postal order or sterling international bankers draft) then please post order details and payment to the address quoted in the Contact Us section of the site. However always contact us first via email so that we can put item(s) to one side.

You can also place an order by phone using the support number given in the About Us section of this site. We will enter your details onto the system and take payment in exactly the same way as would be the case if you'd placed the order by yourself online.

Payment

What payment options are accepted?

The following payment methods are accepted:

Sagepay supports the following credit/debit cards:

UK Cheques, Poster Orders and International Bankers Drafts are also accepted, see Can I place an order by post or phone? for details.

Do the prices include VAT?

VAT is incurred on purchases via Lexer Music. VAT is included in all prices displayed. Everyone pays the same price regardless of territory, we simply 'absorb' any VAT charges that we have to hand over to the Inland Revenue.

Postage & Shipping

How soon will my order be dispatched?

We aim to dispatch normally within a day or two and at worst within 7 working days of receipt of cleared payment. What constitutes cleared payment is defined as follows:

You will not be informed by email when your payment clears, only when the order is completed (dispatched).

For pre-orders these will be dispatched on or around the release date. Although we always endeavour to dispatch pre-orders as soon as feasible, we cannot guarantee delivery on the release date itself as this depends on a number of factors such as when we receive stock and dispatch subject to chart eligibility rules.

What are the postage & packaging charges?

The following packet shipping options are available, depending upon territory:

UK

Europe & Worldwide

Delivery charges are made up of Postage by Large Letter or Package Weight as specified by Royal Mail or ipostparcels (plus VAT for UK and Europe). UK Signed For, International Signed For or International Courier options are displayed during the checkout process.

Note that packages to international destinations may be subject to import duties and other charges, we do not refund these charges as we have no control or visibility over these so they are not included in postage charges.