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Mail Order Delivery Terms and Returns


1. Downloading your purchased music

i) Recommendation: use the Download Manager to download the full album package

To take best advantage of the Download Manager choose the “download all” button. The advantages over downloading the album as a ZIP file or downloading the tracks individually are as follows:

1. you can follow the individual progress of each track download.

2. as soon as a track has been downloaded you can begin listening to it even while the rest of the album is still downloading. You neither have to wait for the whole album to download, nor to perform the extra step of unzipping a zipped package.

3. Tip: make sure your Media Player (e.g. Windows Media Player or Real Player) is set up to import any new files that you download automatically to your media player’s library.

In Windows Media player for example, you can find the “add to library” settings bottom left. One of them is called “by monitoring folders…”. Click this and then choose the folder(s) on your computer to which you usually download.

4. The Download Manager is a software, programmed by Fresh Digital, the DG Web Shop operator, in Java, a programming language licensed from Sun Microsystems. You will be shown a security certificate that allows you to be sure that the program you are about to use is secure.

ii) What to do if the Download Manager does not start

When you try to download an album with the button “Download Manager”, are you asked if you want to download the file “musicdownloader.jsp” or find a program online to open it?

As mentioned in the previous point, the Download Manager is a software, programmed by Fresh Digital, the DG Web Shop operator, in Java, a programming language licensed from Sun Microsystems. Most modern browsers have the Java plug-in already installed and activated.

In case Java is not enabled in your browser, please go to the following address for information on how to enable it: http://www.Java.com/en/download/help/enable_browser.xml 

In the unlikely case that you do not have the Java plugin installed in your computer atall, please go to the following address for information on how to download it: http://www.Java.com/en/download/help/5000010100.xml

iii) What to do if the Download Manager shows an error message

Does the Download Manager show an error message that a file could not be downloaded?

If a file is faulty and could not be downloaded within five attempts, the Download Manager will show you the above error message and then move on to download the next files in the album package. Note which file you are missing and then try to download it individually from the download page. If this does not work, please inform us at the following email address – dg@freshdigital.co.uk. We will correct the error and inform you when you can now download the file from your My Media page.

iv) Alternatively, download a zip file of the full album package

Instead of using the Download Manager you can download a ZIP file of the album package.

A ZIP file is originally a normal folder containing multiple files that have been packaged together with the program WINZIP into a single file for easier electronic distribution. This way you can download the whole album with one click.

You need then WINZIP or another similar program on your computer to “unzip” or “expand” the downloaded ZIP file back into the original format of folder and its contents of the tracks you have downloaded.

You must “unzip” a ZIP file before you can import the music into the library of your media player.

2. Setting up your desktop music player

i) Where to go to download free desktop music players

  1. iTunes (recommended for MP3 playback): www.apple.com/itunes
  2. Windows Media Player: www.windowsmedia.com
  3. Real Player: www.real.com
  4. Media Monkey (recommended for FLAC playback): www.mediamonkey.com
  5. Winamp: www.winamp.com

ii) How to set up a player as your default player

  1. iTunes: go to Menu > Edit > Preferences > Advanced > "use iTunes as the default player for audio files"
  2. Windows Media Player: go to Menu > Tools > Options > File Types and check the mp3 box

iii)How to import downloaded music into your player's library

  1. iTunes: go to Menu > File > Add folder to library
  2. Windows Media Player: go to Menu > File > Add to library > By Monitoring Folders… (automatic) or > Add Folder… (manually)
  3. Real Player: go to Menu > File > Add Files to My Library > Add Folder

3. About the music in this shop

i) We offer downloads in two formats:

  1. MP3 files at a high quality bit rate of 320 kbps (kilobits per second)
  2. FLAC files that give you the full audio quality of the CD (16 bit/ 44,1khz)

Please note that iTunes does not play FLAC files. We recommend you use either Media Monkey or Winamp. For information about converting FLAC to Apple Lossless or WMA please click here.

Both types are in an open format, mp3s can be played by almost all desktop players and portable devices. There is no restriction on making copies or burning CDs from these files for your personal use only. However, to pass copies of these files on to other people is an infringement of copyright law and the terms and conditions of this shop to which you have agreed with any registered purchase from this shop.

ii) 7-day Stream

For 99 cents (€/$) per album you can listen to a complete album for one week via an online stream. The player (built with Flash) which plays back the stream to you is embedden in our page, so you do not need to worry about having the correct player. This feature is available for nearly the entire catalogue. Sometimes an album or some tracks are not available due to copyright restrictions.

Please note: if you decide to buy the full album (either as a download or a CD) you get the 99 cents already paid discounted from the full album price.

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Mail Order Delivery Terms and Returns

4. Operation and Fulfillment

The operation of the DG Web Shop, including order processing, product returns and any other Customer Service, is undertaken by:
Fresh Digital Ltd,
Old Wall Cottage,
High St.
Whitchurch on Thames,
Oxon RG8 7EP
UK

The warehousing and shipping of all our CDs and DVDs is carried out by:
Entertainment Distribution Company GmbH (EDC),
Emil-Berliner-Str. 13
30851 Langenhagen
Germany

Our shipping charges and policies set out in this text apply to all orders.
Fulfilled items are sent to you using the shipping service you choose (Normal Mail (Deutsche Post Normal Mail within Germany, UPS Mail for all other countries), UPS Standard or UPS Express).

5. Pricing

All product and delivery prices are in EUR and include the VAT of the country in which your credit card is registered.

i) Confirming price

Please note that due to promotions and the occasional correction of any mispricings we may find, if you leave an item in your shopping basket from one day to another it is possible that the price of this item will change. Placing an item in your basket does NOT reserve the price shown at that time. The price that is shown when you CONFIRM your purchase is the price you will be charged.

ii) When we charge your card

We do not charge your credit or debit card until we dispatch your order. You will be notified immediately by email, when we do this.

iii) Price matching

The DG Web Shop does not price-match with other retailers. We do, however, consistently work toward maintaining competitive prices on everything we carry.

iv) Bulk discounts

We do not offer additional discounts on large orders of a single title or on large orders of many individual titles. Also, please note that the availability listings on our website are intended for single-copy orders (see point 5 . "Bulk Ordering May Affect Availability"). For selected series we do offer special discounted bundle prices. In this case the bundle will be displayed as a single product.

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6. Shipping Charges

Shipping charges are not included in the price of product buy charge on top. All product and shipping prices are in EUR and include VAT.

i) Available countries

The DG Web Shop physical product service is available in the following territories: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and UK.

ii) Shipping charges per country

Our shipping charges are based on your country's location within Europe. There are three different delivery services:

  1. UPS Mail
  2. UPS Standard
  3. UPS Express.
View Shipping Charges.

You will be given the opportunity to choose the delivery service when you place your order.

iii) Tracking of deliveries

Tracking of deliveries is available with UPS Standard and UPS Express. Tracking is not available with orders sent via UPS Mail or Deutsche Post.

iv) Estimated delivery times per country

See this information per country per delivery service in our tables of Shipping Charges.

v) Free deliveries

For UPS Mail, free shipping is available in all serviced territories for orders with a value over . 35 (excluding shipping charges).

For UPS Standard, free shipping is available in Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Malta, Netherlands, Portugal, Spain, Sweden and the United Kingdom for orders with a value over . 50 (excluding shipping charges).

For UPS Express, no free shipping is available.

vi) VAT on shipping charges

German VAT is charged on shipping charges for goods dispatched to destinations in the European Union (EU). The shipping charges listed include VAT.

7. Availability & Shipping Procedures

i) Item in-stock / immediate shipment

All our products are warehoused at our partner EDC's distribution centre. Therefore if an item is in-stock, shipping will be initiated immediately upon receipt of your order (usually within 24 hours).

ii) Temporarily out-of-stock / estimated date of replenishment

Our partners generally re-order stock well before an item goes out-of stock. Should an item be temporarily out-of-stock we will seek to show the date when we estimate its replenishment.

It is possible that an item is shown to be in-stock in our website, but has in fact just gone out-of-stock at our warehouse, due to a very recent large bulk order. In this case, we estimate a delay of 1-2 weeks and will ship you the product when it is replenished during this period.

Should it not be replenished in this period, we will cancel this product from your order. Since we only charge your credit card at the time of shipping a product, your credit card will not be charged.

Our Customer Service will keep you informed by email about the progress of your order.

iii) All items of an order ship together

We ship all items of your order in a single shipment. If you have ordered multiple items and any number of these is temporarily out-of-stock, we will delay the shipment for up to 1-2 weeks to wait for the replenishment of the missing items.

Should the missing items not be replenished during this time, we will cancel these items out of your order and ship you those items that are in-stock. Since we only charge your credit card at the time of shipping, your credit card will be charged for the actual products shipped to you.

Our Customer Service will inform you of this by email and ask you to re-order the item we had to cancel from your order when you see it is available again in our website.

8. Bulk ordering may affect availability

If you place a bulk order, there is a chance you will order more of the item than we have in stock. In this case we will again reckon with a replenishment time of 1-2 weeks and will ship you the entire order together so long as it replenishes within this time frame.

Should it not be replenished in this period, we will ship you the amount of product we do have in-stock and cancel the rest of your order for this item. Since we only charge your credit card at the time of shipping a product, your credit card will be charged for the amount of product shipping to you.

Our Customer Service will keep you informed by email about the progress of your order.

9. How long will the order take to arrive?

Please look up the applicable delivery time estimate for your country in the first column of the table of shipping charges. The delivery time estimate is based on which country you are having product delivered to. The amount of product in the package makes no difference to the delivery time.

After you place an order, the dispatch date and estimated delivery date for your package will be listed in the "My Orders" section and will be communicated to you by email immediately the package leaves our distribution centre.

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10. Tracking your order

  1. UPS Mail - No online tracking available. Please wait for possible late delivery within 8 days after dispatch.
  2. UPS Standard & Express - You can track your UPS Standard parcel right here using the tracking number supplied in our shipment confirmation email or to be found in you're "My Products" section: http://www.ups.com/

11. Where is my order?

If you recently placed an order and you are wondering why you have not received it yet, you should first check whether we have dispatched it to you. Please check for our shipment confirmation email or check that the status of your order in your "My Products" section is set to "shipped".

If the order is shipped, and you have used UPS Standard or Express you can either track the order as in point 7 above or you can contact UPS's phone support. You can find the correct number for your country via the following link:
http://ups-scs.service.com/directory/

If you used UPS Mail for your shipment, please first contact UPS's phone support. If still unsuccessful please then contact our DG Web Shop Customer Service.

12. Undeliverable packages

When UPS returns an undeliverable package to us, we will inform you by email and refund you in full (including delivery charges).

We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those items, you are welcome to place a new order.

If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four weeks from the estimated delivery date, please contact our Customer Service.

i) Why was my package undeliverable?

UPS may deem a package undeliverable for one of the following reasons:

  1. Incorrect Address: If the address is incorrect or no longer current, the package is typically returned to us by UPS or the unintended recipient. Please double-check your address carefully when placing a new order.
  3. Address Format: Please note that UPS is not able to deliver to a post office box with the shipping services UPS Standard & Express. It may be that you chose UPS Standard or Express delivery and entered a PO BOX address in such a way that our system did not pick this up as an incorrect address. Please ensure that you enter the box number as "PO BOX" followed by the number.
  4. Failed Delivery Attempts: UPS makes several attempts to deliver a package. Packages that contain more than 200 EUR of items will always require a signature; otherwise, it is generally at the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.
  5. Refused by Recipient: If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you want to place an order that is a gift, you may want to let the recipient know that a surprise is on the way.

  6. Address label illegible: In rare cases, it is also possible that the address label became illegible during the delivery process.

ii) Refund for undeliverable gifts

The gift purchaser is refunded in cases where a package is returned to the DG Web Shop as undeliverable.

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13. There is a problem with a delivery I have received

i) The item was damaged or defective on arrival

If you take delivery of a DG Web Shop package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please contact Customer Service and we will arrange for the parcel to be picked up from you by UPS and shipped back to our distribution centre at our cost.

If you contact us later than 30-days after the receipt of the item, we reserve the right neither to accept the cost of a replacement nor the cost of shipping it back to our distribution centre.

ii) I ordered the wrong product and want to return it

By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. We extend this right to you for 30 days. Simply contact Customer Service and we will issue you with a return order number to attach to the package you are sending back and the correct address of our distribution centre for this package. Only packages that contain this order number and present the correct address can be accepted.

If you contact Customer Service within 7 days of the delivery of the item to you we will, in addition to refunding you the value of the item, also arrange and take over the cost of shipping the package back to our distribution centre.

If you contact us later than 30-days after the receipt of the item, we reserve the right not to accept to refund you for such a return.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 EUR.

iii) I have not received everything I ordered

Please email our Customer Service naming the product number(s) of the item(s) you believe you should have received.

iv) You sent me the wrong item(s)

Please email our Customer Service naming the product number(s) of the item(s) you have mistakenly received and the product number (from our catalogue) of the item you believe you should have received instead.

14. Gift Refunds

i) Returning a gift purchased for you

If you return a gift purchased for you at the DG Web Shop, you will receive a gift certificate for the value of your return, which you may use as part or full payment for future purchases from our website. We will not let the person who sent you the gift know about your return.

ii) Returning an item purchased using a gift certificate/voucher

If you return an item for which you used a gift certificate as part or full payment, we will refund the gift certificate portion to your gift certificate/voucher account and any non-gift certificate portion to the card used for the original transaction.

Gift certificates connected to specific promotions are generally non-refundable. See terms and conditions for individual promotions.

15. Free 7-day Album Streams

For every mail order CD you purchase from the DG Web Shop you get a 7-day audio stream of the purchased album for free. For the purposes of this service, an album is either a single or a multiple disc set.

For every physical product you buy your account will be receive an album stream credit, worth 99 cents. When you next order a 7-day album stream, the system will use your credit as payment and not charge you for this.

The number of plays during the 7 day period is unlimited. You are able to skip track by track. The 7-day period is deemed to start the moment you buy the album stream. After 7 days the stream will disappear from your "Current Streams" section. Credits remain in your account for up to a year.

A small proportion of our audio albums include tracks that are copyright-protected. We are unfortunately unable to offer these tracks. Obviously if all tracks in an audio album are in copyright, we will not offer the album for streaming. We will bring your attention to the fact that not all tracks of an album are available for streaming before you order the 7-day album stream, should this be the case.

16. Paid 7-day Album Stream

All users from all countries may buy any audio album in the DG Web Shop . / US 0.99. From the date of purchase you have 7 days unlimited streaming. After 7 days the stream is no longer available.

If you then decide to purchase the album which you streamed (in either digital or physical format) then the . 0.99 you paid for the stream will be credited against the normal purchase price of the digital or physical album.

A small proportion of our audio albums include tracks that are copyright-protected. We are unfortunately unable to offer these tracks. Obviously if all tracks in an audio album are in copyright, we will not offer the album for streaming. We will bring your attention to the fact that not all tracks of an album are available for streaming before you buy the 7-day album stream, should this be the case.

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