FAQs

Using the Site

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, DKK, EUR, JPY, NZD or USD from the top menu bar to change the currency. Note that currencies are indicative only and will be converted back to Pounds Sterling at the point of payment.

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 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.

Note also that for all sorts of reason we cannot guarantee that a pre-order will arrive at your home on the release date. Timely delivery depends on a number of factors including when we receive stock and the postal system itself.

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 Paid, Process, Cancelled or Complete as appropriate. Pre-orders will show as status Pre-Order. Complete means that the order is packed and is ready for immanent posting (or has already been posted).

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'. Note there is a £5 order cancellation charge to cover card or paypal fees that are not refunded to us. If you wish to amend as order before despatch then please email our support email and detail your request.

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

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 replacement or refund if the item is no longer available. Please always contact us first though.

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 or postal order in the UK) then please post order details and payment (including postage) 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 and quote for postage.

We do not take phone orders, all orders need to be by post or online.

Please note that our phone line is mostly unmanned so please leave any message (or contact us via our support email) and we will get back to you.

Payment

What payment options are accepted?

The following payment methods are accepted:

• Stripe (one-off payments by Credit/Debit card plus ApplePay and GooglePay)
• PayPal (including one-off payments by Credit/Debit card)
• UK Cheques and Postal Orders

Stripe and PayPal supports the following credit/debit cards:

• MasterCard
• Maestro
• Visa
• American Express

Do the prices include VAT?

Everyone pays the same price regardless of territory, we simply 'absorb' any VAT charges that we have to hand over to the Inland Revenue for UK orders.

Postage & Shipping

How soon will my order be dispatched?

For items in stock 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:

• Stripe and PayPal: Clearance is usually immediate
• UK Cheques and Postal Orders: These will usually be paid in within a day or two of receipt and are accepted as cleared upon clearance by our bank.

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

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 options?

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

UK

• First Class Tracked (up to 50kg)
• Courier - ParcelForce or DHL (up to 50kg)

Europe & Worldwide

• Airmail Barcoded (up to 2kg)
• Airmail International Tracked/Signed (up to 3kg)
• Courier / ParcelForce (up to 50kg)

Delivery charges are made up of Postage by Large Letter or Package Weight via Royal Mail or ParcelForce/DHL (plus VAT for UK). UK Royal Mail orders include full tracking for packages and barcode delivery tracking for Large Letters. International Tracked/Signed or International Courier options are displayed during the checkout process where relevant and contain full tracking. The international Airmail Barcode option is not customer tracking (in most countries) however can be used by Royal Mail to track a package that has gone astray in the unlikely event that happens.

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.

Please note that if you are in Brazil, Russia or South Africa then please provide your tax id as part of the address when placing your order.