• I've placed an order but would like to change my delivery address? +

  To change the delivery address for a pending/pre-ordered order you can do so online using the order actions facility. To access this login to your account and click the option to 'View past and current orders'. Click on the order that you wish to change the delivery for. Click the button labelled 'My Order Actions' and you will be presented with a list of options. Select 'change my delivery address'.

  Please note that we can’t change the address for orders that have been dispatched and any new delivery addresses for the order must be in the same country / shipping zone as the original order.

  If the new delivery address is in a different country please contact us and we'll try to assist you.

• What does my order status mean? +

  To view your order status you need to log into your account and click ‘view your current and past orders’. On the right hand side of each order you’ll see the current status.

  Pending
  Your order is live and waiting to be processed, charged & shipped.
  
  Backordered
  Your item is currently out of stock at our suppliers and should be with us soon.
  
  Out Of Stock
  We’re currently out of stock of this item but we are ordering this with our suppliers.
  
  Pre-Ordered
  This item hasn’t been released yet. You’ll see the release date in the ‘release date’ section.

  Awaiting Stock
  This item is currently out of stock but has been ordered from our suppliers

  Complete
  Your order has been processed and is on it’s way to you

• Where can I view my order history? +

  Please find your latest orders listed below.

  To view a particular orders details just click the order number on the left.

  View Full Order History

• Where is my order? +

  Please find your latest orders listed below.

  To view more details on where your order is through the dispatch process just click the order number on the left.
  
  For more information on delivery times, please click here

  View Full Order History

Questions regarding delivery and shipping

• What are your delivery charges +

  Postage charges applied are dependant on the size and the weight of the package.
  
  A postage cost calculator is shown on the view cart page so you can get an idea of the cost before proceeding with your order.
  
  The postage estimation is based on standard post (Royal Mail 1st class) but additional options such as tracked and courier will be available at checkout with the prices shown.
  

• How do I set a separate delivery / billing address when placing my order? +

  You can edit your billing or delivery address on the order confirmation page. Underneath the order items breakdown it should show your addresses. Next to the title i.e. 'Delivery Address' it should have an 'Edit' link.

  On the edit addresses screen, you need to press the 'Add Address' button and add the new delivery or billing address. Once done you should see the two addresses on the screen. Click the appropriate 'Change xxx Address' button underneath the the required address.

• I've received an "Item Undelivered" Email. +

  Unfortunately, the mail carriers have been unable to deliver your item to you. The email you received should give you further information as to why they were unable to deliver this.

  Can you please reply to the email that we sent to you with your full postal address, including your house name or number, street name, town, county or stare and postal code, so that we can resolve this as quickly as possible for you.

• What are your delivery times? +

  Delivery estimates for each service are shown on the confirmation page before placing your order.  Please note however that these are guidelines from the date of dispatch, not the date of ordering and are not guaranteed.
  
  Items that are in stock when the order is received will normally be dispatched either the same day or next working day. Out of stock items can take slightly longer. 
  
  Orders for delivery within the UK will generally be received within 10 working days. Overseas orders will generally be received within 10-14 days.

  Please note the Royal Mail states we are unable to claim for a missing item unless 10 working days have passed on UK orders and 28 working days on overseas orders. If you have not received your order after this time please contact us.
  
  If you would like to check on the shipping date of your order please click here

• Customs and Import Charges +

  TM Stores does not charge any customs duties on International shipments. If any additional customs charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of TM Stores.
  
  While we do not expect that there will be any additional charges attached to your order, we recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your on-line order.
  
  TM Stores cannot be held responsible for International taxes or levies charged for your order.

• What are your Christmas Delivery Times? +

  Below is a list of dates to help ensure that your gifts arrive in time* for Christmas. The dates given are the last recommended postage dates for goods to arrive in the countries listed.
  
  
  Orders placed from December the 1st can be returned up until January the 31st.
  
  

  Wednesday 19th	UK
  Monday 3rd December	Africa, Middle East
  Thursday 6th December	Cyprus, Malta, Asia, Far East, Eastern Europe
  Friday 7th December	The Caribbean, Central and South America, Greece, Turkey, Australia, New Zealand
  Thursday 13th December	Canada, Czech Republic, Italy, Poland, USA
  Friday 14th December	Finland, Sweden, Austria, Denmark, Germany, Iceland, Netherlands, Norway, Portugal, Slovakia, Spain, Switzerland
  Monday  17th December	Belgium, France, Ireland, Luxembourg

  
  *Please note that these times are only given as an estimate by the Royal Mail website based on First Class/Standard Airmail and are not guaranteed.

• How do I change my address details? +

  The addresses stored in your account are listed below.
  
  To edit any of your addresses please click the link on the right of the address.  Additional addresses can be added on the address page in your account.
  
  Please note that if you 'Edit' an existing address, this will amend addresses for all pending orders. To change your address for all future orders you should add a new address to your account using 'Add Address'.

  To amend an address for an existing order, please click here.

• I've placed an order but would like to change my delivery address? +

  To change the delivery address for a pending/pre-ordered order you can do so online using the order actions facility. To access this login to your account and click the option to 'View past and current orders'. Click on the order that you wish to change the delivery for. Click the button labelled 'My Order Actions' and you will be presented with a list of options. Select 'change my delivery address'.

  Please note that we can’t change the address for orders that have been dispatched and any new delivery addresses for the order must be in the same country / shipping zone as the original order.

  If the new delivery address is in a different country please contact us and we'll try to assist you.

Questions regarding products

• Downloads and Digital Tracks +

  All download sales are non refundable once the file has been downloaded.

  Downloads can be retrieved in the downloads section of your account.

  Each download is available in either 320 Kbps MP3 or FLAC. You can also download the mp3's in ZIP format.

  Each download track can be downloaded a maximum of 3 times.

• Special Edition or Collector Items +

  As with signed items, these are offered in a limited quantity and are first come first served.

  We may occasionally place a restriction on the number of items a single customer can buy.

• DVD or Blu-Rays +

  All DVD and Blu-Ray items sold on our stores are PAL Region 2 (DVD) or Region B (Blu-Ray) unless otherwise stated.

  Region 2 covers the following areas: Europe, Middle East, Egypt, Japan, South Africa, Swaziland, Lesotho, Greenland, French Overseas departments and territories.

• Can I download MP3s or Digital Downloads on my Mobile Phone, Mobile Device or Tablet? +

  Please note that due to the restrictions in place on certain mobile devices you may not be able to download certain media file types such as MP3's or FLAC files. This includes the iPhone, iPad, iPod, Amazon Kindle, Blackberry, Nokia and Android devices.

  You can download the digital downloads to a PC / Mac and then transfer them to the device using your device's software e.g. iTunes, Windows Media Player, Blackberry Desktop or Android File Transfer.

  Visit your device manufacturers website for further instructions on how to upload media files to them.

• What size do I need to order? +

  Below is a rough adult size guide for T-Shirts, Hoodies and Sweatshirts.
  
  Some brands and products may vary from these measurements but you can still use them as a guide.
  
  Mens Size Guide

  Size	Chest Measurement
  	Inches	CM
  XXS	32-34	81-86
  XS	34-36	86-91
  S	36-38	91-96
  M	38-40	96-101
  L	40-42	101-106
  XL	42-44	106-111
  XXL	44-46	111-116

  
  Womens Size Guide

  	S	M	L	XL	2XL
  UK Dress size	8	10	12	14	16
  Chest (inches)	32	34	37	39	44
  Length (inches)	25.25	26.25	27.25	28	28.25

• Signed Items +

  Quite often we have signed exclusives on our store. These are normally in very limited quantities and as such we need to place a limit on how many a customer can buy.

  Once the signed offer is over we remove the signed disclaimer and customers will then be sent a standard version.

  All signed items are genuinely signed by the artist in question.

• What are these additional ticket fees? +

  Some tickets sold on TM stores are subject to additional charges as well as as the standard booking fee which will be clearly displayed on each ticket page. These additional fees include:
  
  

  • Venue Fee - This is a fee add to each ticket at the request of some venues and is often referred as a 'restoration levy'. This is intended to raise funds for the refurbishment of older venues.
  • Mobile Ticket Fee - Some promoters / artists are now opting for tickets to be delivered as Mobile Tickets in an attempt to prevent touting. This fee is intended for maintainence and improvements to this delivery mechanism.

Information regarding our returns policy

• I've ordered an item and it's arrived faulty? +

  In the event of an item being defective you may return the item to us, upon receipt the item will be inspected to confirm that the fault is of manufacturing origin, once checked we will then send a replacement.

  Before returning an item you should notify us using the order actions facility. To access this login to your account and click the option to 'View past and current orders'. Click on the order that contains the item you wish to amend. Click the button labelled 'My Order Actions' and you will be presented with a list of options. Select return a faulty or damaged item and you will be asked to provide details. You will also receive instructions for the returns process.

  When returning faulty items you should include your name, address, order number, a contact e-mail or phone number and details of the fault (i.e. cd skips on track 7). 

  It is advisable to obtain a free certificate of posting from the post office as this will be needed in the event of loss. TM Stores are unable to accept responsibility for loss of any parcels returned to us.

• I've ordered the wrong item or size, what can I do? +

  Items purchased or received in error can be returned for exchange providing it is returned in the condition it was received in.

  Before returning an item you should notify us using the order actions facility. To access this login to your account and click the option to 'View past and current orders'. Click on the order that contains the item you wish to amend. Click the button labelled 'My Order Actions' and you will be presented with a list of options.

  If your order has not yet been dispatched you will be give an option to simply swap the item and your order will be updated. If you have already received the item you wish to change you will receive instructions for the returns process.

  When you are returning an item you should include your name, address, order number and details of what is required as replacement. If there has been a picking error on our side there will be no additional postage costs. Any additional costs will be charged to the original payment card. Any postage charges are the responsibility of the customer.

  It is advisable to obtain a free certificate of posting from the post office as this will be needed in the event of loss. TM Stores are unable to accept responsibility for loss of any parcels returned to us.

• I've received my order but you've sent the wrong item +

  If we've sent you the wrong size of an item you can use the Order Actions facility to notify us. To access this login to your account and click the option to 'View past and current orders'. Click on the order that contains the item you wish to amend. Click the button labelled 'My Order Actions' and you will be presented with a list of options. Select change the size of an item and you will be asked to provide details. You will also receive instructions for the returns process.

  If we've sent you the wrong items all together then please contact us and we'll aim to resolve the issues as soon as possible.

  It is advisable to obtain a free certificate of posting from the post office as this will be needed in the event of loss. TM Stores are unable to accept responsibility for loss of any parcels returned to us.

• I've received my item but it's arrived damaged +

  If your items arrive damaged, we will either issue a refund to you (including the postage and packing you were charged), or send you a replacement. We will also ask you to return the damaged item to us before processing a refund/replacement.

  Before returning an item you should notify us using the order actions facility. To access this login to your account and click the option to 'View past and current orders'. Click on the order that contains the item you wish to amend. Click the button labelled 'My Order Actions' and you will be presented with a list of options. Select return a faulty or damaged item and you will be asked to provide details. You will also receive instructions for the returns process.

  It is advisable to obtain a free certificate of posting from the post office as this will be needed in the event of loss. TM Stores are unable to accept responsibility for loss of any parcels returned to us.

• Do you keep my card details on file? +

  Your card or payment information is not stored by us so will need to be entered each time you place an order.
  Your information will however be held securely by our payment provider to be able process your order.

• How secure is your site? +

  All of our stores use the latest 256-bit SSL encryption to protect all of your personal data.

  Please look out for the padlock symbol in your address bar to ensure you are viewing all of our pages securely.

Help and advice about how to use the store and the ordering process.

• Billing Queries +

  All payments from us will show on your statement as Townsend Music Ltd. If you’ve any other questions regarding billing please contact us.

• Payment Methods +

  We accept all major credit and debit cards including VISA Electron and American Express.

  On selected stores we also accept payment via PayPal.

• When will I be charged for my pre-ordered items? +

  Orders placed via PayPal will be charged at the time of placing the order, regardless of whether the items are on pre-order or not.
  
  For orders placed via credit or debit card; the order total is pre-authorised in order to confirm and secure your items.
  
  This amount is simply ring-fenced by your bank and is not sent to us. This is reflected back into your account by your bank within 3-5 working days. The time it takes for this to return to you is dictated by your card issuer, we have no control over this.
  
  When we come to dispatch the order, we then fully debit this amount from your account.

• How do I set a separate delivery / billing address when placing my order? +

  You can edit your billing or delivery address on the order confirmation page. Underneath the order items breakdown it should show your addresses. Next to the title i.e. 'Delivery Address' it should have an 'Edit' link.

  On the edit addresses screen, you need to press the 'Add Address' button and add the new delivery or billing address. Once done you should see the two addresses on the screen. Click the appropriate 'Change xxx Address' button underneath the the required address.

• How do I use the store? +

  To use this store simply browse through the different sections for the store until you find the item/s you're after. From there simply click to add the item to your cart. Once you've done that the item is then in your cart.

  To view your cart at any point you will need to click the 'view cart' link and this will show you what is currently in your basket. Once there you can edit the number of the specific item or remove it from the cart. If you change the number of an item click 'update cart' to save the changes.

  If you have a discount code you can enter it on the cart page.
  
  Once you're happy with what is now in the cart click 'go to checkout' to continue the buying process. Here you're given the option to register (if you're a new customer), pay via paypal or log in (if you're an existing customer).

  Your login details will work from all other TM Stores and Townsend Music.

  If paying by paypal you'll be asked to enter your paypal details. Follow the on screen instructions to complete your order.

  If registering you'll need to enter all the details requested on the page.

  If logging in enter your email address and password. Once you've logged in you'll be able to review your order. Here you can also edit your order and edit your address.

  Now that everything is correct with your order you can choose to pay via PayPal or your credit/debit card. Please select the option you'd like.
  You've also got the option to cancel your order.

  From here simply enter your card details and complete your order. Once the order has been completed you will be transferred to the order confirmation page. This page include links to your social sites to share the news. You’ll also see your order confirmation number.

• How do I cancel an unwanted order? +

  Please find your latest orders listed below.  If your order still has pending items you can simply click the link on the right to cancel.
  
  Sadly we are unable to cancel an order that’s already been fully processed, in this case, no link will be displayed.

  Please note tickets are not eligible for exchange or refund as per the terms and conditions on the site.

• How do I change my address details? +

  The addresses stored in your account are listed below.
  
  To edit any of your addresses please click the link on the right of the address.  Additional addresses can be added on the address page in your account.
  
  Please note that if you 'Edit' an existing address, this will amend addresses for all pending orders. To change your address for all future orders you should add a new address to your account using 'Add Address'.

  To amend an address for an existing order, please click here.

General topics and questions regarding the store

• Can I download MP3s or Digital Downloads on my Mobile Phone, Mobile Device or Tablet? +

  Please note that due to the restrictions in place on certain mobile devices you may not be able to download certain media file types such as MP3's or FLAC files. This includes the iPhone, iPad, iPod, Amazon Kindle, Blackberry, Nokia and Android devices.

  You can download the digital downloads to a PC / Mac and then transfer them to the device using your device's software e.g. iTunes, Windows Media Player, Blackberry Desktop or Android File Transfer.

  Visit your device manufacturers website for further instructions on how to upload media files to them.

• How do I remove my details from your database? +

  We'll be very sorry to see you go, but if you would really like all of your details removed from our database then please simply follow the instructions below.
  
  

  • Click the button below to login to your account.
  • Once logged in, click "Update your contact preferences".
  • On the next screen that loads, click the "Remove My Account" button.

  
  View my account

Information and question regarding pricing.

• Payment Methods +

  We accept all major credit and debit cards including VISA Electron and American Express.

  On selected stores we also accept payment via PayPal.

• What are these additional ticket fees? +

  Some tickets sold on TM stores are subject to additional charges as well as as the standard booking fee which will be clearly displayed on each ticket page. These additional fees include:
  
  

  • Venue Fee - This is a fee add to each ticket at the request of some venues and is often referred as a 'restoration levy'. This is intended to raise funds for the refurbishment of older venues.
  • Mobile Ticket Fee - Some promoters / artists are now opting for tickets to be delivered as Mobile Tickets in an attempt to prevent touting. This fee is intended for maintainence and improvements to this delivery mechanism.

• VIP Meet and Greet Ticket Information +

• When will my physical tickets arrive? +

  Typically, physical tickets are not made available to us by the promoter until 2-3 weeks before the event.
  
  As soon as we receive these tickets we will then despatch them out to you via a Royal Mail Tracked Service.
  
  If you are not in the UK, and have purchased a ticket for a UK event please get in touch with us so we can advise the best delivery method possible.
  
  
  Contact us

• What are these additional ticket fees? +

  Some tickets sold on TM stores are subject to additional charges as well as as the standard booking fee which will be clearly displayed on each ticket page. These additional fees include:
  
  

  • Venue Fee - This is a fee add to each ticket at the request of some venues and is often referred as a 'restoration levy'. This is intended to raise funds for the refurbishment of older venues.
  • Mobile Ticket Fee - Some promoters / artists are now opting for tickets to be delivered as Mobile Tickets in an attempt to prevent touting. This fee is intended for maintainence and improvements to this delivery mechanism.

• What is an E-Ticket? +

  You will receive tickets from us via email upon completion of your order in PDF format. You will need to print this PDF and take it to the venue with you in order to gain entry to the event.

  If you have not received your e-ticket from us via email a week before your gig date or for any other e-ticket queries then please contact us using the link below.

  Contact us