FAQ

Orders

Can I add an item to an order I've already made?

We are unfortunately unable to add items to existing orders.

Can I combine more than one order to be shipped together?

We are unable to combine any orders.

My order includes a physical pre-order item - will you send out my package when everything is in stock?

We will hold your entire order until the pre-order release is ready to be dispatched.

My order includes a digital pre-order item - how do I download it?

You will receive an email on the day of release informing you that the digital pre-order is available to download. You can then login to your account, select manage orders, select the order number and download.


Returns

Can I return my purchases?

We do not accept returns of download products, but offer a returns policy on all physical items.

The item is faulty, what should I do?

We will replace any faulty item free of charge. Please contact us via Customer Services and we will promptly get back to you. We will require you to return the faulty item(s), but you will be reimbursed for your return postage. Please do not return faulty items to us without contacting us first.


Payments

What forms of payment do you accept?

You can currently pay via Credit or Debit card, and PayPal. We accept Visa, Visa Debit, Mastercard, and Paypal.

Is the payment process secure?

All our secure forms are 128bit SSL encrypted. Check our secure certificate at Geotrust.

Why is there a delay when I pay with Paypal?

There are two ways to pay for products using PayPal. One uses your credit card and the other uses your bank account.

1) Using your credit card. If you pay PayPal using a credit card then once PayPal have succesfully charged your card they notify us. This process is pretty much instantaenious which means you can go straight to your downloads. This is the method we recommend on Ninjashop.

2) Using your checking account. If you choose to pay PayPal directly from your bank account (they call this a PayPal eCheck), then this takes PayPal from 4 to 6 days to collect the money from your bank account. Once they have succesfully collected the money they then notify us. Only then will you have access to download your order.

Some people new to PayPal choose the eCheck payment method without understanding the delay it would cause and unfortunately, there is nothing we can do to speed up this process.


Personal Details

Are my account details private? what do you do with the information?

Your account is completely private. We do not give your email address to any third parties, and you will receive no promotional mailouts from Ninja Tune unless you subscribe to our newsletters.


Newsletter

How do I subscribe to the newsletters?

You can subscribe to the label newsletters on the label homepages - ninjatune.net, bigdada.com, counterrecords.com. You can subscribe to all the artist newsletters on the artist pages, for example ninjatune.net/artist/coldcut

How do I unsubscribe from the newsletters?

At the bottom of every mailout there is an unsubscribe link, select this and you'll never hear from us again.

Will you sell my email address to third parties?

Ninja Tune will never sell your email address to third parties. We may well send you information on other artist and releases in the Ninja Tune family, but that’s as far as it goes!


Downloads

Why can't I find my downloads when I log into my account?

Most commonly this will be because you have more than one user account with us and you are logging into the wrong account! Please check that you are logging into the same account that you used when making your purchase.

What happens if my download is corrupt/has glitches in it?

Please let us know immediately - if there is any problem with a file then we need to replace it as soon as possible. You can contact us via Customer Services.

What happens if I accidentally delete all my downloads from my hard drive?

Once you have successfully downloaded a track from Ninjashop, the transaction is completed and the file becomes your responsibility. Make sure you backup your purchases! We place no restrictions on the number of copies you make.

The download won't start

This could be because of slow connection speeds. Download speed problems will almost always be caused by local or network issues.

- If you are using a dial-up connection, for instance, you can expect even just a couple of tracks to take quite a while to download.

- For broadband users, there are all sorts of things that can clog up your connection. If there are any network issues anywhere between your ISP and our servers it will slow the download speed down.

These are most commonly temporary issues that get resolved after a short while so our best advice is just to try again a bit later. If you are still experiencing problems please contact us via Customer Services and we will check the files.

The track I downloaded isn't what I asked for?

Please let us know immediately - if there is any problem with a file then we need to replace it as soon as possible. You can contact us via Customer Services.

Do you use DRM?

Files have no DRM or copy protection built in - we strongly believe that people should be treated as customers and not potential criminals.

Where is my download? I can't find the zip?

Sometimes browsers (such as Safari) automatically unzip your download. Check your downloads folder and desktop where the folder name will be the release catalogue number for example ZENDNL30.


Shipping

How is postage calculated

Postage to the UK is free for all orders. For international shipping and UK express delivery please see rates here.

Do you ship internationally?

Yes, we ship internationally. Please check our list of international shipping rates here.

Will I be charged VAT and customs charges if ordering for delivery to a country outside the UK?

VAT

For customers ordering for delivery to a country outside of the EU the prices payable for goods are exclusive of VAT and local taxes and the customer is responsible for payment of any local taxes payable including VAT, and will be required to pay extra for delivery and clearance where necessary.

Customs charges

If you are ordering goods for delivery outside of the EU, please note that your parcel may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be paid by you. Ninja Tune has no control over additional charges in relation to customs clearance. 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 order. You will be the importer of record and responsible for any import VAT and duty that may be borne. In addition, any charges for import clearance will be borne by you, the customer.

How long will it take for my order to arrive?

We ship UK orders using First Class Royal Mail post - deliveries should reach you within 1-3 days. For international orders we use international air mail - delivery times will depend on your location. Packages over 1.5Kg will be sent using courier service, these usually arrive within 48 hours of dispatch, anywhere in the world.

Will my order arrive in good condition?

Ninjashop pay great attention to the way that orders are packed, and we try our best to get your orders to you in mint condition. We employ a dedicated team of packing staff who pack orders securely and tidily in specially made recycled cardboard packaging.

You dispatched my order a while ago and I haven't received it, is it lost?

Royal Mail will consider a UK package lost after 15 working days have passed from the day it was shipped to you. International packages will be considered lost after 25 working days have passed. Please contact us via Customer Services if this time has lapsed.

Customer Service

Fill in the form below, or email us at help@ninjatune.net for all equiries regarding Ninjashop orders.

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