Frequently Asked Questions
1) I am trying to buy something and am unable to proceed to payment?
Have you registered yet?
Have you ticked the terms and conditions box?
Are you trying to order via a work or shared computer? Usually these computers have access to payment sites blocked for security reasons. If it's not one of these reasons then please contact firstname.lastname@example.org and we will try to help you further.
2) Is it safe for me to give you my credit card details?
Yes. Please note that we take security and privacy issues very seriously. All credit card details submitted via our shop are securely encrypted before transmission over the Internet. This means that shopping online with us is not only convenient, but also safe and secure.
3) Is it safe for me to give you my personal details and my email address?
Yes. We do not sell or otherwise disclose your personal details or email addresses to any other companies.
4) Will I be charged VAT if I live outside the EU?
If you live outside the EU you will only be charged VAT on postage and packaging costs, not on the goods you are buying. You will be charged VAT on tickets for use within the EU, even if they are being posted outside the EU.
5) How long will my goods take to arrive?
UK orders are sent by First Class Royal Mail and all other orders by Airmail, with the exception of standing concert tickets which are irreplaceable and must be sent by signed for delivery. Providing products are in stock, we'll despatch to the address of your choice within 72 hours of receiving your order, the only exception being tickets which are often not posted until close to the date of the gig. Please allow approximately 5 working days for UK delivery, 5 - 20 for the rest of Europe and 10-20 for the Rest of the World. Some orders may take longer but you will be notified if unusual delays are anticipated.
6) Are goods from you under any sort of guarantee?
Yes, if for any reason you are not completely satisfied with your purchase and you wish to return the goods for an exchange or refund, you need to inform us by email within 7 working days of receiving your order. Refunds will be paid within 30 days. You should return the unwanted or faulty goods within 30 days of the date you received the item to: Suede, PO Box 218, Benfleet, Essex SS7 9GU, England. Items should be returned in their original packaging; DVDs and sealed CDs should be returned with seals intact, unless they have been found to be faulty.
7) Where do I send my order for returns or a refund?
Post your items, along with the original packaging and invoice to: Suede Ltd, PO Box 218, Benfleet, Essex SS7 9GU, England stating the reason for return or exchange. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If you want an exchange you should email us at email@example.com so that we can put the item you want instead on hold for you.
8) Can I pay in my own currency instead of in UK pounds sterling?
We only accept sterling but if you’re shopping by credit card from outside the UK, your payment will be converted automatically at the secure payment site. You can convert prices to US dollars or Euros by selecting these in the top right hand corner. The exchange rates are linked to google currency converter rates, but may vary slightly when you through to payment.
9) I am trying to login but the screen says that my user name already exists?
You need to enter your user name and password and click on 'sign in', not 'create new account'. You only need to click on 'create new account' the first time you shop.
10) I have placed an order but have had no email confirmation?
Check you have entered your email address correctly. You can do this by logging in, then below the Your Cart section, click on modify profile. If your email address in entered wrongly, correct it and save the changes. You can then email us at firstname.lastname@example.org to confirm whether your payment went through and your order taken.