Help
GENERAL INFORMATION
- How much stock do you hold - Over twelve thousands product lines covering hundreds of bands using over 30 suppliers.
- We have been trading as an online store since August 1999.
- We can help unsigned bands promote themselves by listing their products
- Can I dig out older designs and see if you can still get them - If you interested looking for older stock items look in our VAULTS link found on the top of this page. You can e-mail us any items your interested in and we will see if we can get them for you.
- Will I be charged upfront – You are not charged until your order has been picked and ready to be sent out using our own shopping cart but if you shop using PayPal then we will have received payment upfront for the items.
NO HIDDEN PRICES
- Will I find hidden costs when I get to the checkout – No, we have the shipping prices on the front screen and No VAT or high shipping costs added when you’re at the end of the process, for our European and World Wide Customer we only cover our postage costs.
PAYMENT DETAILS
- Can I pay by cheque – Yes send a cheque made payable to BUY ONLINE LTD for the items plus any postage if not FREEPOST. Payment must be in UK sterling. Print out your order and items required and include contact details and a phone number.
- What will my statement show – The payment transaction will show as BUY ONLINE LTD on your statement.
- When is my payment taken – We take the payment for the items that we send out using our own shopping cart. We don’t take payment when you initially place your order online with us but when we are ready to despatch your goods out. PayPal payments will be taken before we send your items out.
- PayPal – Yes this will be found as a payment option in the shopping cart.
- Can I phone through my order – Yes you can but we recommend you pay online as you will have an e-mail audit and conformation e-mail.
- Can I pay by direct bank transfer – Yes just e-mail to confirm item is in stock and we will send you our account details and hold that item for you.
- Are my payments secure – Yes using VeriSign SSL Encryption and secure Merchant banking services.
- Fraudulent transactions - We will verify all transactions using certain mandatory checks provided by our merchant bank, if any transactions are found to be fraudulent our bank will capture the transaction details and mark the transaction for review.
- On occasions we may ask you to provide Identification before we process your order.
ORDER PROGRESS AND TRACKING
- Will I be informed about the progress of my order – Yes we will send out e-mail updates so It's important that a valid e-mail address is entered in the shopping cart when ordering from us.
- Order Tracking -Yes you can track your order using your e-mail address and PunkRockShop order number on the order tracking page.
PRIVACY
- We will not force you to create an account when you order from us to capture and store your information for any marketing purposes.
- We will use your information to fulfil and ship your order and then we will close off your order. No personal information will be shared with any other organisations for marketing purposes.
SHIPPING
- How long does it take to send out my order - Items that are in stock we aim to send out within 1-2 working days. If items have to be ordered in it can take up to 10 working days to send out.
- UK Next Day - This is a PREMIUM working day service for customers who have to have a GUARENTEED next working day delivery to all of the UK mainland.Check our delivery charges on the bottom of the home pages for delivery costs.
- SHIPPING TIMES - Standard UK Free Delivery will usually take 2-3 days, First Class UK Delivery usually 1-2 days, UK Next Day is a GUARENTEED next working day delivery, Airmail Europe 3-5 days and Airmail Worldwide 5-10 days.
- Do you offer free shipping – Yes but to UK customers only using our standard service.
- I have not received all of my order – Details will be on your paper sales receipt with the first part of your order with ’ TO FOLLOW’ or ‘OUT OF STOCK’ showing against the missing items.Also you can check our order tracking page to see on your order status.
- How much do you charge for postage if you split my order - We do not charge you any extra postage (if non FREEPOST) if we have split your order and sent out part of your order.
- I have been waiting for a long time for my order to arrive – Check our order tracking page and your statement first to see if we have taken payment, If no payment has been taken then there is a chance your items has gone out of stock and we have been trying to re-stock this item, we aim to ship order from stock within 1-2 days and non stock items within 10 working days, Some items can take longer so we will e-mail you to inform you.
RETURNS & EXCHANGES
- Items can be exchanged within 14 days of receipt for either another item or a refund. After 14 days we will exchange any item for a credit voucher or an exchange for another item.Please include a note with a reason of return, contact details and your order number.
- If you post the item back to us using the Post Office please ask for a postal receipt as this will be your insurance if the item is lost.
- If we have made a mistake we normally cover your postage costs + extra by sending you items from our store.
LOSSES
- We post all items using proof of post and our UK postage provider will investigate any loses by their security team contacting you directly.
- The post office will not investigate a UK loss until 15 days have passed the original posting date. International losses can take longer to Investigate as the post office investigate until 25 days have passed the original posting date
- We must have a form completed and returned before we can send out a replacement item.
WHOLESALE
- We do not currently offer wholesale.
URGENT DELIVERIES AND OPENING TIMES
- Use the 1st Class postage option in the shopping cart selecting items that have a 1-2 shipping time. We also offer a premium next working day GUARENTEED service to UK mainland destinations.
- Please try to put some alternatives item in the comments box, this can help us fulfil your order quicker.
- Christmas Cut Off – We will Post right up to the published Christmas cut off date using Royal Mail.
- We are open from Monday to Friday and closed on all UK bank holidays and the week after Boxing Day until the new year
- Our phone lines are open from 9.00am until 4.30pm Monday to Friday - 01562 228 266
SHIPPING AVOIDANCE AREAS
- We do not ship to Indonesia, Africa, South America, Middle East and some other areas – if you really want to order from us and you are based in these countries then we will accept CASH or cheque in Sterling and will we will add a surcharge on for extra shipping insurance when we send out your goods.
FREEBIES
- If you place a large order over £50 we will put some FREEBIES in with that order based on the type of items you have ordered. Enter FREEBIES in the comments box and some bands that you would like.
