HELP
1. New Customers
Entering details
2. How do I use the shop?
Shopping Steps
3. Frequently asked Questions (FAQs)
Will DVD play in my machine?
What are the formats
What are DVD Regions?
My purchase says "Despatch in 3-14 days"
My order hasn't arrived
How do I cancel my order?
Order was damaged when it arrived
My Account has been frozen
Can I exchange an item I don't like?
I've put items in my shopping basket, but when I click on it, it tells me it's empty. What do I do?
My order is prepending, what does this mean?
E-Tickets
4. Shipping
Costs for postage
Postage Units
Countries we deliver to
Courier Delivery
5. Product Delivery / Availability
Pending
Immediate despatch & Despatch 3-14 days
Pre release/order
Processed
Signed products
Not received order
Wrong items have been delivered
Damage
Courier Delivery
Standard Mail Delivery
6. Returns
Policy
How to return
Your Statutory Rights
7. Pricing & Payments
How can I pay for my order?
Accepted forms of payment
How to pay bank transfer/Cheque info
Frozen transaction
8. Vouchers/Credit Note
How can I redeem my voucher or credit note?
Problems with vouchers
9. International Shoppers
How much will the transaction cost me in my currency?
Customs & Import Charges
Vat
10. Downloads
Downloads
11. Privacy Policy & Security
How Secure is Spy-da Recordings Online Store
What is the store's privacy policy?
12. Customer Services
Contact Details
13. Terms and Conditions
Terms and Conditions of trade



1. New Customers

1.1 Entering details
As a new shopper to Spy-da Recordings Online Store, there are a few things that should help you to make your shopping experience go smoothly.
The first thing you will want to do is become a registered shopper. Click "Login" and enter details requested.
To do this you need to use your email address as your login, and create a password for yourself. You then need to enter all of your address details.
When you place your order, a label is automatically generated from the address you type into your account details, so you are responsible for getting this right. Please do not use foreign alphabet characters as this may not be recognised by our system and may cause your address to be displayed incorrectly. We are not responsible for non-delivery if you have entered your address incorrectly.
[Back to top] 2.0 How do I use the shop?
Browse through the different sections of the site looking at the products available. When you see something you want to buy, you'll notice an "Add to Basket" button next to it. Clicking on that button will put one copy of that item into your shopping basket. The number of items in your basket will increase each time you add something.
If you click on the "View Basket" button, you can see what you've got in your basket and how much it will cost you. If there's an item you know longer you want, you can remove it. Once you've selected everything you would like to purchase, click "Checkout" - this will prompt you to log in with your Spy-da Recordings Online Store account, you can create an account if you don't have one. See 1.1 (New Customers) you will need to hit the 'checkout' button to confirm your order.
You need to select your country from the menu to see all payment methods available to you. Follow all of the instructions regarding your chosen method of payment. After you have completed the payment pages, your order will be placed with us and sent out to you as soon as possible
[Back to top] 3.1 Will DVD play in my machine?
The majority of DVDs and videotapes sold by Spy-da Recordings Online Store are PAL format, Region 2, unless stated otherwise.
You should refer to your DVD player's instruction booklet for confirmation of your player's regional settings. DVDs and videotapes vary according to both format AND region, so unless your machine is multi-region / multi-format, or can be converted to handle multi-region / multi-format, you should be aware of the following:
YOU NEED TO CHECK THAT BOTH THE FORMAT AND THE REGION OF THE DVD MATCH THE SETTINGS ON YOUR PLAYER AND THAT THE FORMAT MATCHES YOUR TELEVISION. 
[Back to top] 3.1.1What are the formats?
PAL is the standard format for the UK, Europe, Australia, New Zealand, Africa and Asia (excluding Japan).
NTSC is the standard format for USA, Canada, Central and South America, Japan and the Caribbean.
[Back to top] 3.1.2 What are the DVD regions?
REGION 1 - USA and Canada
REGION 2 - Europe, Japan, South Africa and the Middle East
REGION 3 - South East Asia and East Asia
REGION 4 - Australia, New Zealand, Central and South America and the Caribbean (there is also a significant penetration of Region 1 players in all these regions, except Brazil)
REGION 5 - Africa (excluding South Africa), India, Russia, North Korea and Mongolia
REGION 6 - China
REGION 0 - These are uncoded discs and should play on any DVD player.
[Back to top] 3.2 My purchase says "Despatch in 3-14 days"
"Despatch in 3-14 days" means that the item requested is out of stock. We have to order it in from a supplier before we can send it to you.
We cannot split orders (send you some items now and some later). So, if you want to order several items, but would like the "Immediate Despatch" ones now, it's best to place two orders, with the "Despatch in 3-14 days" items on a different order. See 5.2 for more information
[Back to top] 3.3 My order hasn't arrived
The first thing to do is to make sure that your order has actually been sent out to you. When your order is shipped, you are automatically sent an email to let you know.
Check your order status by logging into your account and viewing your order history. If the status of your order says PROCESSED, this means that your order should be on its way to you.
Once our recommended delivery time has elapsed (please see our section on delivery for more information.), If you have chose to have you item sent by Standard Mail, please check that your local postal office aren't holding the package for you. They may not have been able to fit your package through your letterbox and took the package to your local office for you to collect. They should leave a card to say that delivery has been attempted, but we have found that this does not always happen.
If they return the package to us because you did not pick it up at the post office, you will have to pay the p&p charge again to have it resent.
Because of the variance in delivery times, we are not able to consider a package lost by the postal service until 28 days from the SHIPPING date have passed. This is regardless of your country of residence.
If your order was shipped more than 28 days ago, and you have checked at your local postal office to make sure they aren't holding it for you, please email us at customerservice@spy-darecordings.com
[Back to top] 3.4 How do I cancel my order?
The only way to cancel an order is to contact us.
Please email us at customerservice@spy-darecordings.com. Quote your order number and 'Please cancel' in the subject line of the email and we'll take care of it. You can also telephone us at +44 (0) 870 112 1284. Please have your order number ready. Once your order has been cancelled you will be sent a cancellation email to confirm.
Please note that we will not be able to cancel your order if the status is showing as 'processed'. In this case, once you receive your order, you will be required to return this to the address on the bottom of the advice note. Please see our returns policy for more information.
This cancellation procedure does not apply to tickets or e-tickets. All ticket sales are final, unless the event is cancelled, rescheduled or the facility is closed due to unforseen circumstances.
[Back to top] 3.5 My items arrived damaged
If your items arrive damaged, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action. Please e-mail us at customerservice@spy-darecordings.com and we will arrange the refund.
Back to top] 3.6 My account has been frozen
An order is usually frozen because we did not receive payment details for it within 7 days of the order being placed. There are 2 reasons why payment details may not have been received:
1. You did not choose a payment method or submit any payment details. In this case we must ask you to replace your order, this time including payment details. The frozen order will stay frozen permanently and does not need to be cancelled.
2. You have chosen to pay by an "offline" payment method (bank transfer, cheque etc.) and either you haven't made payment yet or your payment has not yet been matched to your order. If after 7 days, your order is showing as frozen, Bibit (our payment company) may be having trouble matching your payment to your order.
Please email us at customerservice@spy-darecordings.com to let us know there might be a problem. As soon as your payment is settled to your order by BIBIT, your order will be unfrozen. It will be shipped when the items you have requested arrive from the supplier.
We regret that we cannot reserve stock for an order until payment is received or authorised, you should send your payment as soon as possible in order to receive your goods promptly.
For more information on payment methods please go to (7.0 Pricing and payments)
[Back to top] 3.7 Can I exchange an item I don't like?
Yes, you can exchange goods purchased. We will issue you with a credit note or refund when we have received goods back to our warehouse. Please see (6.02 How to return items) for more information. Once we have received the returned items you will be free to order your new item from the store.
[Back to top] 3.8 I've put items in my shopping basket, but when I click on it, it tells me it's empty. What do I do?
This sounds like a problem with page caching, which you can fix by changing a setting on your browser. Internet Explorer...
• Go to the "Tools" settings on the top menu bar.
• Click "Internet Options".
• Under "Temporary Internet Files" click the "Settings" button.
• For the "Check for newer versions of stored pages" option, select "Every visit to the page".
• Click OK, then restart the browser.
• Netscape Navigator...
• Under the "Edit" option in the toolbar menu, select Preferences.
• Then click "Advanced"
• and then "Cache".
• There's a line that says "Document in cache is compared to document on network"
• change this to "Every Time" and click OK.
• Click OK, then restart the browser.
Try to view the site and hopefully it should all work fine.
[Back to top] 3.9 My order is prepending, what does this mean?
An order will display with a status of "prepending" when there is no payment attached to it. This can be for a number of reasons. This may be because you've selected to pay by bank transfer or cheque and we are waiting to receive the payment. If your order status is prepending and you wanted to pay by card, then you will need to place a new order on the website. However, it is worth checking your order history first by logging into the site, to make sure that you haven't already placed an active order with us, prepending orders can also be placed inadvertently by pressing back or forward during the payment process. There is no need to worry about any existing prepending orders as they will not process without payment and will therefore remain inactive on the system. If you have any queries regarding this please feel free to contact customer services.
[Back to top] 3.10 E-Tickets
You will NOT receive a physical ticket in the post. All sales are final, unless the event is cancelled, rescheduled or the facility is closed due to unforeseen circumstances.
Please remember to bring a copy of your order confirmation with you to the event. We suggest that you print out the order confirmation email which you would have received when you placed your order. If you no longer have your order confirmation, you can print out your order details by logging in to the 'My Account' section on the website and then view your order history.
Quote the 6 digit Order Number from your confirmation on the door; You MUST bring with you the order number for your ticket purchase (this is the 6 digit number on your confirmation). You need to quote this number on the door of the event to gain entry.
Bring ID as proof of purchase (such as the card used to buy the tickets); You will be asked for ID to as proof that you are the ticket purchaser. We suggest that you bring the credit card that you used to purchase the tickets or a form of photographic ID. Please contact the venue directly to confirm.
[Back to top] 4. Shipping
4.1 Costs for postage
Each item is priced for delivery according to it's weight and volume. Below are example costs for the most commonly ordered items when sent singly. The postal charges are calculated from your delivery address and are always displayed before you commit to your order.
For UK Orders the maximum delivery charge is £4.95.
CD Single
UK 1.15 Europe £2.79 USA/Canada/ROW £3.29
CD Album
UK £1.50 Europe £3.38 USA/Canada/ROW £4.08
T-Shirt
UK £1.85 Europe £3.97 USA/Canada/ROW £4.87
7" vinyl
UK £1.50 Europe £3.38 USA/Canada/ROW £4.08
10" / 12" vinyl single / single vinyl album
UK £2.55 Europe £5.15 USA/Canada/ROW £6.45
Posters
UK £3.25 Europe £6.33 USA/Canada/ROW £8.03
[Back to top] 4.2 Postage Units
We use postage units to calculate the postage and packing costs of each item based on the weight and size of the package. CD singles and very small items are 1 postage unit. CDs, DVDs and 7" vinyl are 2 postage units. Other items including hardback books, hooded tops, most toys, CD or DVD box sets and double vinyl albums will count as 3 postage units or more, based on their weight and size. The postage charge will be calculated on the order confirmation page.
Posters are also treated differently. They are classified as 7 units; due to the extra care we take storing and packaging them. Some special art prints and lithographs will have a higher postage cost because of their high value and the fact that they are sent in special, extra thick postage tubes.
Here are some examples of postage units:
1 Unit: CD single, Key ring, badge set or lighter.
2 Units: CD album, DVD.
3 Units: T-Shirts and treble CDs
5 Units: 12" singles and single vinyl albums
The postage charge will be calculated on the order confirmation page, where you will be given the option to choose standard mail or courier delivery.
[Back to top] 4.3 Countries we deliver to
We endeavour to deliver products to most countries worldwide, if you are experiencing problems with delivery please call our customer service team.
[Back to top] 4.4 Courier Delivery
UK:
£4.95 per delivery
Europe:
£20.00 per delivery then £1.40 for each additional postage unit
USA:
£16.00 per delivery then £1.80 for each additional postage unit
Rest of World:
£25.00 per delivery then £2.00 for each additional postage unit
You are responsible for paying all customs or import duty charges.
[Back to top] 5. Product Delivery / Availability
5.1 Pending
"Pending" means that we have received your order and your payment details but we are waiting for some of the items that you want to arrive from the supplier. An item which is "pending" will hold up the rest of your order from being sent to you.
[Back to top] 5.2 Immediate Despatch and despatch within 3-14 days
All items are subject to availability and all time frames are approximate and as such, should not be interpreted as a guarantee.
"Immediate Despatch" means that we have the item in stock. If all the items in your order are in stock, your order will usually be processed within 24 hours.
"Despatch in 3-14 days" means that the item requested is out of stock. We have to order it in from a supplier before we can send it to you. Most items usually take between 3-14 days to arrive. However, some items, including imports, can take a little longer to arrive. We will keep trying to full fill an order for approximately 1 month from the date it was placed. There are some exceptions, including pre-releases or if we have received a revised delivery date from the supplier that is just outside the 1 month period. If we are not able to fulfill your order, we will keep you updated and give you the option to cancel your order (providing it is not a download/ticket/e-ticket).
We cannot split orders (send some items now and some later). If you would like to order several items, but want the "Immediate Despatch" ones now, it's best to place two orders, with the "Despatch in 3-14 days" items on a separate order. An important point to note is that if you order the last copy of an item which is available for immediate despatch, once your order is placed that item will show as being out of stock. This is because you have reserved the last copy so it is now unavailable for anyone else who wants to buy it.
[Back to top] 5.3 Pre-release/order
Pre-order means you can place an order for a product that isn't available for general release. UK customers should expect to receive their product on day of release.
[Back to top] 5.4 Processed
This means that your order has been processed and your payment has been taken. Your order is currently in our warehouse waiting to be packed and shipped.
[Back to top] 5.5 Signed Products
We frequently offer products that are signed by the artist(s). Unfortunately the number of copies are always very limited which means we cannot guarantee that every customer will receive the signed version. In these instances, orders are selected on a random basis, unless otherwise specified. Instances where product is offered on a first come first served basis, this means 'first served' once your payment method processes through our system and not at time of ordering. 
Please be aware that multiple orders/copies for signed goods may not be completely fulfilled and the quantities may be changed. This is in the interests of fairness and makes the chance of receiving a signed copy as equal as possible for all of our customers
[Back to top] 5.6 Not received order
Please see section 3.3 My Order Hasn't Arrived
[Back to top] 5.7 Wrong items have been delivered
If you have received incorrect items in you order please contact our customer service department. They will advise you on how to send back the items and replace them with the correct items.
Contact Details:
[Back to top] 5.8 Damaged Items
Please see section 3.5 My order arrived damaged
[Back to top] 5.9 Courier Delivery
Our courier deliveries are handled by a number of companies to enable effcient delivery everywhere around the world.
UK deliveries are normally delivered within 48 hours from the date your order leaves our warehouse. Other UK destinations may take up to 3 days for delivery.
We cannot guarantee next day delivery to the rest of the world. If you would like to obtain a tracking your order, please contact our customer services team who will find out where your order is.
You can telephone Customer Services at +44 (0) 845  643 4847 or email customer.services@spy-darecordings.com
See 4.4 for courier delivery costs
[Back to top] 5.10 Standard Delivery
If you have ordered something that is flagged as 'Despatch in 3-14 days', we cannot ship your order until the stock arrives from the supplier.
We will send you an email when your order is shipped. From this date, here is a rough guide to how long it should take for you to recieve your order:
UK: Approximately 1-4 working days
Europe: Approximately 4-7 working days
USA / Canada: Approximately 7-14 working days
Rest of World: Approximately 7-20 working days (depending on location)
PLEASE NOTE THAT THIS IS A GUIDE ONLY AND SHOULD NOT BE INTERPRETED AS A GUARANTEE OF DELIVERY TIME.
All UK items are sent by standard First Class mail. All overseas orders are sent by standard first class airmail. Unfortunately there is no tracking information available on items. If speed of delivery or tracking are important to you, it may be worth selecting the 'Courier' option on the 'Review Your Order Details' page when placing your order. Once your order arrives in your country, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.
We cannot consider an order "lost" until 28 days have passed since the shipping date.
[Back to top] 6.0 Returns
6.1 Returns Policy
If you are not satisfied with any of the items you have received for any reason, we will be happy to refund you for the cost of the items if we receive the returned items from you in the condition that they were sent, within 28 days of delivery to you. We regret that we cannot refund you for postage and packing. Please contact us at customerservice@spy-darecordings.com and wait for a response before returning item to us.
DAMAGED ITEMS
If your items arrive damaged, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action.
OUR MISTAKE
If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing), or send you replacement copies, if there is available stock.
YOUR MISTAKE, INCLUDING DELIVERY ADDRESS ERRORS
If your order is returned to us because you did not collect it from the post office or because you made a mistake with your address, we may be able to resend it to you, but you will have to pay the p&p charge to have it resent. We are not responsible for non-delivery if you have entered your address incorrectly.
If the product you ordered is defective and is covered under the manufacturers warranty, please contact the manufacturor direct rather than ourselves. You should be able find their contact details on the products documentation.
(See below for how to return items to us)
[Back to top] 6.2 How to return items
Please DO NOT return anything to us until you have contacted us at customerservice@spy-darecordings.com and RECEIVED A RESPONSE.
Any returns should include a note of your name, order number and a brief explanation of your reason for returning the items. For your protection please ask the Post Office for a 'proof of postage receipt' when sending your items back to us. This proves you have sent the package back to us should the package get lost in transit. You will not be charged for this. Please note the package is your responsibility until it reaches us. We will be unable to refund or resend your order with out a proof or postage receipt.
[Back to top] 6.3 Your Statutory Rights
Your statutory rights are not affected either by ordering from us or by us refunding you.
[Back to top] 7. Pricing & Payments
7.1 How can I pay for my order?
You can pay for your order on the website by selecting one of our many payment options which are displayed when you proceed through the 'checkout' area
If you choose to pay by credit card, we will only charge your card when your order is processed and sent for packing. We will authorise the payment until the order is ready to ship. This authorisation may show up on your credit card statement. (The exception is if you have ordered DIGITAL DOWNLOADS, in which case we must charge you when your order is placed. This is because the download links are available immediately.)
If you choose to pay by debit card (UK SWITCH, SOLO OR MAESTRO), we will charge your card when your order is placed. This is because of the fact that we are not able to 'reserve' an amount the way we can with a credit card, and so there may not be sufficient funds when your order is processed and shipped.
If you have chosen to pay by cheque or bank transfer, we cannot reserve stock or ship your order until payment has been received and settled to your order. You should make this payment as soon as possible to have a better chance of getting what you want.
Available payment methods vary from country to country.
[Back to top] 7.2 Accepted forms of payment
We accept all major credit and debit cards: Visa, MasterCard, American Express, JCB, Diners' Club, Switch, Solo and Visa Delta. We also accept bank transfer and cheque payments in adition to Paypal.
Please note that some Switch, Solo and Visa Electron cards cannot be used for online transactions. This is not because we don't accept them, but because some banks don't allow them to be used online. When you place your order and come to the first payment page, choose your country from the drop-down menu and hit select. You'll then be given a list of all the ways you can pay in your country.
We do not store customers' card details on our server. This means that you will have to enter your card details every time you place an order or if you make a mistake when entering you card details.
Please note that for orders under 5 we only accept a reduced number of payment options which are displayed on the payment page. If you don't have any of these payment methods please increase the value of your shopping basket and the full list will be displayed.
[Back to top] 7.3 Bank transfer / Cheque info
Please DO NOT MAKE ANY CHEQUES PAYABLE TO RECORDSTORE.CO.UK or Spy-da Productions Ltd. When you place your order, you will be given BIBIT's address to which your cheque should be sent and to whom it should be made payable.
Please make a note of the reference number and any instructions (e.g. bank transfer details or address to which your cheque should be sent). Because we use a third party payment company, we cannot supply you with this information at a later date.
Please note that if you are paying by cheque, we cannot reserve items for you until your payment has been processed. As a result, there may be some rare occassions when limited stock items such as special editions or tickets are sold out before payment clears. To ensure that your order is processed more quickly, we recommend payment via credit card/debit card online.
[Back to top] 7.4 Frozen transaction
If your account has been frozen this means that your order has been unsuccesful. There are a number reasons for this the most common is a problm with your payment method. You can try and order your products again using a different method or you can report the problem to our customers services department who will look in to your query.
[Back to top] 8.1 How can I redeem my voucher or credit note?
To redeem a voucher/credit note add your items to the shopping basket and proceed to the checkout as normal. Enter your voucher/credit note code in the box on the "Review order" page of the order form.
If the value of your voucher exceeds your order value, any remaining balance is held on the voucher/credit note. You will be given the option to use that balance when you place future orders.
If your order total exceeds the value of your voucher/credit note you will be asked to provide a credit or debit card number or redeem another voucher/credit note to pay the balance.
[Back to top] 8.2 Problems with vouchers
If you are experiencing problems redeeming your voucher, please ensure that you are inputting the whole voucher code which MUST include the credit prefix. If you are still encountering problems call our customer services team.
[Back to top]
Customs & Import Charges
Vat
9. International Shoppers
9.1 Ho w much will the transaction cost me in my currency?
It is impossible for us to give you an accurate figure, because the exchange rates change every minute. Bank and credit card companies may also add their own charge for currency conversion. We recommend that you ask your credit card company how much they charge for this service.
Spy-da Recordings Online Store will charge your credit card in British Pounds Sterling and your credit card company will then convert that amount to your currency.
There are many 'Currency Converter' tools on the web, that will give you an idea of how much you will be charged, but they may NOT give you a 100% accurate figure. Here is one site that will give you a currency conversion.
[Back to top] 9.2 Vat
Spy-da Recordings Online Store pricing policy is to offer our products at the same price to all customers, wherever they live in the world.
The tax rules are such that we have to pay VAT on all purchases made within the EC (except for certain tax free areas e.g. Jersey, Andorra etc). So to areas where tax applies, we charge the price displayed and pay the relevant tax to the UK government. So if a CD was priced at 10, everyone gets charged 10 but we pay the UK government 17.5% of this amount for this purchase for any orders within the EC. We have taken this decision to encourage European e-commerce and to make sure that the additional costs in trading with non-European community countries are covered. When your order arrives, you will see on your invoice that all VAT fields read as 0. Because of this, we do not refund and VAT to non-EC customers because they haven't paid any.
[Back to top] 9.3 Customs & Import Charges
All import and export costs are the responsibility of the customer. We mark all packages for overseas delivery with contents and order value marked accordingly
10.0 Downloads
All digital download sales are final and non refundable. You do not have the right to withdraw from a digital purchase on any Spy-da Recordings Online Store websites once delivery of the products has started. The Spy-da Recordings Online Store service commences immediately when you begin to download products from any Spy-da Recordings Online Store websites and you will not have a right to cancel your contract once the service commences. Due to licensing restrictions, most digital downloads that we sell are only available for customers in the UK or Ireland
If a download doesn't function as expected, it's usually just a problem with the settings on your player. Because there are so many different permutations of systems and versions, it's impossible for us to post an answer to every problem, so we have provided a list of general things to check:
If your download is a Windows Media Audio (WMA) file:
1. Please make sure you are using Windows Media Player 9 or higher, and that you have previously opened and configured it.
2. Downloads should be opened for the first time in Windows Media Player 9.1 (or higher). You may be able to open them again in another program later, as long as the track was first opened in WMP9, but unfortunately we can't be sure which other programs will work.
3. You must have an active Internet connection when you try to play the track for the first time. This is because you need to acquire the licence for each track.
4. Make sure that your player is configured to automatically acquire licenses. You can check this by doing the following: Internet Explorer:
Go to tools, options, privacy and make sure "Ac quire licenses automatically for protected content" is ticked. Click OK to save the new settings. Close your browser and then reopen it again so the settings can take effect.
5. Please make sure that they have recently run Windows Update so that all of your software is completely up to date.
6. Please make sure you have not deleted your licence. You can check this by going to: Windows Media Player - Tools - Licence Management and ensuring there is a location for the storage of the licences. You should then try restoring them by hitting 'restore'.
7. Your Media Player needs to be individualised once, and the player will auto detect if this needs to be performed. Follow all the commands and prompts to complete the process, it should only take 30 seconds to complete. All of our services require your Media Player to be personalised in this way. Individualisation makes your player unique to you and your PC. This is important as it prevents illegal use of the music your have purchased.
There is more detailed information available here.
If your having trouble transferring tracks then you may wish to try burning the tracks to a CD and then ripping them back to your PC before trying to sync them to you player.
If you are still having trouble, please email customerservice@spy-darecordings.com, quoting your order number in the subject line and we will try to help. Please give us a detailed description of the problem, including the exact text of any error messages you are receiving, as well as what operating system and media player you are using.
[Back to top] 11.0 Privacy Policy & Security
11.1 How safe is the store?
Spy-da Recordings Online Store is very safe. Spy-da Recordings Online Store "checkout" page uses a secure transfer protocol called Secure Socket Layers (SSL). It makes it harder for anyone to "eavesdrop" on your credit card details as they go over the internet to us. This makes someone intercepting the information much, much more unlikely than someone tapping into your telephone conversations. You can view our SSL security certificate by going to the Checkout area and doing the following:
Netscape users: Right click / alt-click on the Checkout page and pick "Frame info". From there you can get dialogs that will identify our security status and authenticity.
Explorer users: Right click / alt-click on the Pay page and select "Properties" for a different-looking version of the same thing.
Please take a moment to read the following information and advice to ensure that your online shopping experience is as safe and secure as possible.
Spy-da Recordings Online Store will never email you asking for your Spy-da Recordings Online Store account password, credit card or bank account details. Spy-da Recordings Online Store will never ask for your credit/debit card four-digit security PIN under any circumstances.
If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to Spy-da Recordings Online Store by emailing us at customer.services@spy-darecordings.com
[Back to top] 11.2 What is Spy-da Recordings Online Store Privacy Policy?
When you set up an account with us you can choose what level of privacy you prefer. You can amend your privacy settings at anytime by logging into your Spy-da Recordings Online Store account.
"Allow Spy-da Recordings Online Store affiliates to contact me" means we will let you know about special offers and new labels from Spy-da Recordings Online Store partners. We may pass your personal details onto third parties.
"Only Spy-da Recordings Online Store or labels can contact me" means we will only send you information about record labels and artists from whom you have purchased. We may pass your personal details onto them as well.
"Only contact me regarding my orders" We will only contact you about specific orders. We will not bother you with advertisements or offers and we will not give your personal details to any third parties.
Please note that we DO NOT pass any personal banking details on to any third party.
We may occasionally modify our Privacy Policy, such variations become effective immediately upon posting to the site and by continuing to use the site, you will be deemed to accept any such variations.
Privacy Policy: Email a Friend
We may from time to time operate an 'Email a friend' service. This is a referral service, designed to make it easy for customers to recommend our Site and related websites or offers to a friend, and is a two-step process. First, a customer sends us the friend's name and email address, and secondly, we contact the friend, telling them who we are, and inviting them to take advantage of a particular offer, or to visit our website. When we contact your friend, we always advise them of the name and email address of the friend who made the original referral. We will not use your friend's details for any other purpose. If any of the information you provide on the form you complete when ordering a product from the store or subscribing to the services available changes, please notify us customerservice@spy-darecordings.com.
Privacy Policy: Competitions
Your participation on our Site may mean that we occasionall y contact you with the o pportunity to enter competitions. Entry to competitions is voluntary, and you are under no obligation to take up an invitation from us to enter. Should you choose to enter a competition, we will treat the information you provide with the same high standard of care as all other customer information, and use the information provided strictly within the entry terms of the competition and this Privacy Statement. 
[Back to top] 12 Contact Details
You can contact us via email at customerservice@spy-darecordings.com, by calling the Customer Services team on 0845 643 4847 (from the UK) or +44 208 737 4847 (from outside the UK) between the hours of 09:00-18:00 GMT (Monday-Friday) or by writing to us at Spy-da Productions Ltd, Spy-da Recordings P.O. Box 478 Hounslow
[Back to top] 13 What are your terms and conditions of trade

Terms & Conditions
General
Liability
Processing of orders
Delivery/title/risk
Miscellaneous

We reserve the right to make changes to the system, the disclaimers and these terms and conditions at any time. General
1. The owner of the e-commerce area of this site (the system) is Spy-da Productions Limited whose address is P.O. Box 478 Hounslow ('DSL/'we'/'us'/'our') Registration number 5928367. Trading names include Spy-da Recordings.
2. Your contract for purchases made through the System is with Spy-da Productions Limited, and you undertake that any and all goods ordered by you are for your own private and domestic use only.
3. You must be eighteen years old to use this system. If you are under eighteen, you may only use the system in conjunction with, and under the supervision of, a parent or guardian. If you do not qualify, please do not use the system.
4. You agree that e-mail can be used as a long-distance means of communication.
5. No contract for the sale of any product will exist between you and Spy-da Productions Limited unless and until Spy-da Productions Limited accepts your order by way of an e-mail confirming that it has received payment in full for all the goods you have ordered. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time Spy-da Productions Ltd sends the e-mail to you (whether or not you receive that e-mail). This confirmation e-mail amounts to an acceptance by Spy-da Productions Limited of your offer to buy goods from Spy-da Productions Limited or a third party supplier that is engaged on your behalf by Spy-da Productions Limited.
6. This confirmatory e-mail will contain all relevant statutory information concerning your contract.
7. The confirmatory e-mail will also contain a link to these terms and conditions, and may be amended in accordance with paragraph 42 below from time to time.
8. You must check that the details on this confirmatory e-mail are correct as soon as possible and you should print out and keep a copy of it.
9. Spy-da Productions Limited will not pass on your personal details to any third party, other than our payment service provider, without your authority. We shall be entitled to process your data in accordance with the terms of our Privacy Policy. Please view this document for further information. Payment information this is held by our payment service provider bibit their privacy policy is available at www.bibit.com.
10. You undertake that all details you provide to Spy-da Productions Ltd for the purpose of ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the goods or services ordered.
11. You must choose a username and password as part of registration. You are responsible for all actions taken under that username and password and shall only use the System under your own username and password. You must make every effort to keep your password safe and should not disclose it to anyone. If it is compromised, you must change it. You may not transfer or sell your username to anyone, nor permit, either directly or indirectly, anyone to use your username or password.
12. If there are any changes to the details supplied by you it is your responsibility to inform Spy-da Productions Ltd as soon as possible.
13. All purchases are non-exchangeable, non-refundable and non-transferable.
14. You may cancel your order at any time prior to your order being processed by clicking on the 'cancel' link next to the product ordered on your account page on the website. We can also accept cancellations by email to mail@digitalstores.co.uk or by post or by telephoning 0870 112 1284 during normal UK office hours (10am - 6pm Monday to Friday). You may also withdraw from the contract at any time after the product has been dispatched and you have received our email confirming your order but no later than 7 working days after the day after you receive the product by:
i. sending the notice of cancellation by email to mail@digitalstores.co.uk ensuring that you quote your name, address and order reference number; or
ii. where you have already received the goods, returning the goods to Spy-da Productions Ltd unopened together with the original invoice. Spy-da Productions Ltd will refund you the purchase price of the goods.
15. Once we receive notification from you that you wish to withdraw from the contract (in accordance with these terms), any sum debited to Spy-da Productions Ltd from your credit card in relation to your order will be re-credited to that credit card account as soon as possible and in any event within 30 days of receipt of your returned order provided that the goods you wish to return are received by Spy-da Productions Ltd in the condition that they were in when delivered to you. You will be liable for any charges incurred in returning the goods to Spy-da Productions Ltd.
16. Spy-da Productions Ltd reserves the right to make a 15% restocking charge for any goods which are not returned in mint condition or to refuse to accept such goods, at its sole discretion. Spy-da Productions Ltd also reserves the right to make a charge for collecting goods from your premises in circumstances where they are not defective but you have cancelled your order. Your statutory rights are not affected.
Liability
17. This section applies only to the extent permitted by law. For the avoidance of doubt, DSL do not exclude or limit any liability for (a) personal injury (including sickness and death) where such injury results from Spy-da Productions Ltd negligence or wilful default, or that of Spy-da Productions Ltd employees, agents or subcontractors or (b) fraudulent misrepresentation.
18. Spy-da Productions Ltd does not accept liability (except as set out below) for any errors and omissions and reserve the right to change information, prices, specifications and descriptions of listed goods, products and services.
19. If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. In the event that you order an item and the price published on the System is incorrect for any reason, we will contact you to let you know the correct price and ask you whether you still wish us to fulfil your order at this price. We shall be under no obligation to fulfil an order for a product which was advertised at an incorrect price. We shall give you the option of confirming the order at the correct price or if you so choose, to cancel the order altogether. If you cancel and have already paid for the goods in the circumstances described in this clause, we shall refund the full amount in accordance with these Terms.
20. Spy-da Productions Ltd will do its best to correct errors and omissions as quickly as practicable after being notified of them.
21. To the fullest extent permitted by law, Spy-da Productions Ltd is providing this system and its contents on an 'as is' basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this system or the information, content, materials or products included in this system including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, Spy-da Productions Ltd does not represent or warrant that the information accessible via this system is accurate, complete or current.
22. In the unlikely event that you receive goods which were not what you ordered or which are damaged or defective, or are of a different quantity to that stated on your order form, Spy-da Productions Ltd shall, at its own option, make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question provided that you notify Spy-da Productions Ltd of the problem in writing at the address shown on the invoice / delivery note sent with your order, within 10 working days of delivery of the goods. Nothing in this clause affects your statutory rights.
23. You and Spy-da Productions Ltd will only be liable under these Terms for losses which are a reasonably foreseeable consequence of the relevant breach of contract.
24. The products sold on the System are provided for private domestic and consumer use only. Accordingly, Spy-da Productions Ltd do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of the System or for any products or services purchased from Spy-da Productions Ltd.
Processing of orders
25. Credit cards are debited on the day of shipping by Spy-da Productions Limited. Debit cards are debited on the date of purchase. All prices include sales taxes (where applicable) unless otherwise stated.
26. Every purchase you make shall be deemed performed in England. English law shall govern every aspect of contractual agreement concerning purchases made from Spy-da Productions Ltd.
27. Spy-da Productions Ltd aims to arrange shipment of all 'in stock' items within 24 hours of receiving your order. Your order may be delayed if the item is not in stock. Some items may be unavailable and the current stock status is approximate. Spy-da Productions Ltd is not able to supply dates our suppliers may supply an item stock to us.
28. You can keep track of your order status yourself on-line with the order tracking facility on your account page. Our standard Returns Policy applies to all purchases from Spy-da Productions Ltd.
Delivery/title/risk
29. The period stated within which you will receive your order is approximate. Goods will be sent to the address given by you in your order and st ated in the Order Confirmation.
30. Title to any product ordered will pass to you once Spy-da Productions Ltd has received payment in full for that product. Risk in any product ordered will pass upon delivery to you.
31. If your delivery address is outside of the EU, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such additional charges for customs clearance must be borne by you. You should note that customs policies vary widely from country to country; Spy-da Productions Ltd advises each customer to contact their local customs office for further information.
32. Please note that when shipping products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities.
33. For Christmas Deliveries, we recommend that you order by the 18th December. We will endeavour to dispatch all 'in stock' orders within 24 hours, however we cannot guarantee delivery on or before the 24th December as the post may be delayed in your area.
Miscellaneous
34. We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.
35. We shall have no liability (including liability for negligence) for the acts or omissions of telecommunications service providers or for failures of, or faults in their networks and equipment.
36. No waiver by us of any breach of these Terms shall be considered as a waiver of any subsequent breach of the same or any other provision.
37. You may not permit, create unauthorized framing of, or deep linking to, the System or the creation of derivative works thereof from any other website under your management or control.
38. In these Terms, 'Intellectual Property Rights' means patents, database rights, copyright, design rights (whether registered or unregistered), trade marks (whether registered or unregistered) and other similar rights, together with the right to apply for the protection of any such rights. All Intellectual Property Rights in the system shall be owned by us absolutely.
39. Subject to the licence granted to you to use the system, Spy-da Productions Ltd reserves all rights, title and interest in its Intellectual Property Rights in the system. Any goodwill accruing from use of Spy-da Productions Ltd and its affiliates' trade marks, trade and business names and service marks under this Agreement will vest in Spy-da Productions Ltd and its affiliates, as appropriate.
40. It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. Spy-da Productions Ltd tracks the electronic 'fingerprints' of every order placed on Spy-da Productions Ltd to enable us and all legitimate crime prevention and prosecution authorities to trace individual users engaging in criminal activities on our website.
41. We reserve the right to terminate this Agreement and to suspend or terminate your access to the System immediately and without notice to you if:
i. you fail to make any payment to us when due;
ii. you breach the terms of this Agreement (repeatedly or otherwise);
iii. when requested by us to do so, you fail to provide us within a reasonable time with sufficient information to enable us to determine the accuracy and validity of any information supplied by you, or your identity;
iv. we suspect you have engaged, or about to engage, or have in any way been involved, in fraudulent or illegal activity on the System.
42. Spy-da Productions Ltd may amend these Terms from time to time, and place the new version on the System. When Spy-da Productions Ltd do so, it will mention the fact on our home page (www.recordstore.co.uk). For users purchasing goods or registering on the System for the first time, all purchases from the date that the amended terms are placed on our website onwards will be governed by those new terms Otherwise, such changes will be effective against existing users thirty days following posting of the amended version on the System. Your continued use of the System following Spy-da Productions Ltd posting of any changes will constitute your acceptance of such changes. If you do not agree to any changes to these Terms, then your only remedy is to cease using the System.
43. These Terms supersede any and all other conditions, understandings, commitments, agreements or representations (except fraudulent misrepresentations) relating to your purchase, whether oral or in writing, and contain the entire agreement between Spy-da Productions Ltd and you relating to your purchase. Spy-da Productions Ltd advises that you print off and keep safe a copy of these terms and conditions once your order has been accepted by Spy-da Productions Ltd. We will store a copy of the contract entered into by you with Spy-da Productions Ltd. You are advised to read (and are responsible for reading) fully all information on this website.
44. If any provision of these Terms shall be held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the remaining parts of these Terms and the remainder of the affected provision shall be unaffected.
45. These Terms are subject to the laws and exclusive jurisdiction of the England.