Shipping & Returns

Returns

Can I return my purchases?

We do not accept returns of digital products, but offer a returns policy on all physical items purchased from our store, apart from the Twisted customised T Shirts, this is because each one is individual, and therefore cannot sell it on from the shop.

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.

Shipping

How is postage calculated

Postage to the UK and Worldwide is charged at the current Royal Mail Rate.

Do you ship internationally?

Yes, we ship internationally.

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. TwistedMusic 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 and responsible for any import VAT and duty that may be payable.

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. You will recieve and email confirmation once your order has been shipped.

Will my order arrive in good condition?

TwistedMusic 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.

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 TwistedMusic unless you subscribe to our newsletters.

How do I subscribe to the newsletters?

You can subscribe to the label newsletters on the label homepage- twistedmusic.com.

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?

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

Downloads

Where are my downloads ?

Please check that you are logging into the same account that you used when making your purchase. Your downloads are always located in your account under the 'My Downloadable Products' tab on the right of the account panel. To start a download, just right click on the link and choose 'Download linked file' and your download will begin. Please see the example here

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?

We place no restrictions on the number of copies you can download from TwistedMusic.

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.