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Frequently
Asked Questions
General
- What is Supernal Music?
- Do I need to register?
- How do I register?
- What happens if I forget my password?
- Are you familiar with the music / products you
sell?
- What are the advantages of mail ordering or shopping
online?
- What browser is best to view supernalmusic.com?
Products
- What does "mcd" mean?
- What format are the videos in?
- Will a video on a format other than my regional
format play on my VCR?
- Will all DVDs play on my DVD player?
- Can you get hold of items not in the list?
- Can you get hold of rare, deleted, or limited
edition items?
Orders
- Can I order offline?
- How long does an order take to arrive?
Shipping
- What are the packing and postage costs?
Payment
- What methods of payment do you accept?
- Who do I make cheques, bank draughts, International
Money Orders payable to?
- Do you accept Visa Electron?
- All the prices are in Sterling. How can I pay
for my order if I am in another country?
- Do you accept cash in my local currency?
- What is your Euro policy?
Privacy
- Do you keep my details on file?
Security
- Is the webstore secure?
- How safe are my personal and credit card details
with you?
Returns Policy
- What is your returns policy?
- What happens if I break the seal of an audio or
video product, and then find it doesn't play?
International Orders
- Are there countries you do not deliver to?
Help
- How do I get in touch with you for assistance?
General
What is Supernal Music?
Supernal Music is a dedicated extreme Metal mail order company
and online store, which also happens to have a few record labels
attached to it. We are a modern company and, indeed, we were the
first (and to date remain the only ones worth any attention!) to offer
dedicated extreme Metal online shopping facilities in the United Kingdom. Back
to top
Do I need to register?
At the moment, this facility is not available. However, you will still gain access to
our full list of products, and order, as a guest. If/when prompted, click on the appropriate link (it is
self-explanatory). Back
to top
How do I register?
See above. Back
to top
What happens if I
forget my password?
If you forget your password you can contact us at mail@supernalmusic.com.
We will need to verify your identity in order to supply you with
your login information. Back to top
Are you familiar with
the music / products you sell?
We have been fans of extreme Metal for decades now and indeed
supply all the knowledgeable descriptions you see in the webstore, as
well as all the detailed reviews you can read in our reviews archive.
We will be happy to advise you over the telephone should you require
additional information about a product.
Back to top
What are the advantages
of mail ordering or shopping online?
Mail ordering or shopping online has many advantages over purchasing
from a high street retail outlet. Back to
top
Firstly, our prices are much lower than the inflated, rip-off
ones you see in the high street: you typically save between 33%
and 60% with every cd you purchase from us.
Secondly, you have access to a much wider selection of obscure
titles and imports you would not find in a high street retail
outlet in a million years.
Thirdly, you have access to a lot more information about each
product, thus allowing you to make informed choices.
Fourthly, it is the most relaxed and convenient way of shopping,
from the comfort and privacy of your own home. Simply click the
mouse or give us a call and the goods are delivered promptly to
your doorstep
What browser is best
to view supernalmusic.com?
Supernal Music can be viewed in versions 4.0 and above of Netscape
Navigator or Internet Explorer, as well as in less common browsers,
such as Opera and Lynx. We, however, recommend that you use the
latest versions of Navigator or Internet Explorer. Back
to top
Products
What does "mcd"
mean?
The term "mcd" is used to describe the cd version
of a mini-album. It is identical to a normal cd, with a 5"
disc, jewel case, booklet, etc., except that it generally has
fewer tracks and is shorter than a full-length album. Back
to top
What format are the
videos in?
Most videos come in PAL format, which is the format used in Europe.
However, some video imports will come in NTFC format, which is
the format used in America and in Japan. Our online store and
our mail order catalogue states which format the videos are in.
Back to top
Will a video on a
format other than my regional format play on my VCR?
Most modern VCRs will be able to play videos both in PAL and NTFC
formats. Older videos, however, might not. If in doubt, we advise
you to consult with your manufacturer. Back
to top
Will all DVDs play
on my DVD player?
For commercial reasons, DVDs have been assigned zones, which means
not all of them will play in every zone of the world. Most of the DVDs we sell,
however, play in all zones. Back
to top
Can you get hold of
items not in the list?
We can usually get hold of items not listed in our catalogue or
online store, provided they are still in print and / or available.
Back to top
Can you get hold of
rare, deleted, or limited edition items?
We carry many obscure and limited edition items in our catalogue.
However, in most cases these are available as and when they come
out and only for a short period of time.
We do not deal with second hand products, or products which
have been deleted and unavailable for a long time. Back
to top
Orders
Can I order offline?
If you are uncomfortable ordering over the internet, you can
order
by telephone:
Ring us on 01483 890347 (+44 (0)1483 890347 if you are dialing
from abroad) between 10am and 6pm GMT, Monday to Friday.
by fax:
Write your full name and address, contact telephone and / or
fax number, the details of your order (including product codes),
and your credit card details, including the name of the card holder,
the type of card, the card number, the valid and expiry dates,
and the issue number (if Solo or Switch, except those issued by
the Bank of Scotland or the Royal Bank of Scotland), and fax it
to 01483 890398 (+44 (0)1483 890398 if you are dialling from abroad).
by email:
It is not advisable to send your card details by email, for
obvious security reasons. However, if you find this method most
convenient and cannot or would rather not use any other one, we
recommend you encrypt them using PGP. Click here
for information on PGP.
Alternatively, If you are a regular customer and have ordered
from us using a credit or debit card before, we will have your
card details on file, so you will only need to send us an email
with your full name and address, contact telephone number, and
the details of your order (including product codes).
by post:
Write out your order with your full name and address, contact
telephone number, the details of your order (including product
codes), and payment in any of the accepted forms and send it to:
Supernal Music
P. O. Box 171
Cranleigh
GU6 8WW
United Kingdom
We prefer orders to be word processed or typed, but, if you
must handwrite them, please do so clearly and with a well-structured
layout, so that they can be processed quickly and without mistakes.
Back to top
How long does an order
take to arrive?
Orders for in stock products are typically dispatched on the same
day we receive them by first class post or Airmail, as applicable.
Within the U.K., first class usually means 1-2 days. Outside the
U.K., delivery times vary depending on the efficiency of your
local postal service.
The webstore lists what we have in stock, so if ordering online it is unlikely you will end up ordering something that has gone out of stock. It does sometimes happen, however, that a title sells out overnight or between webstore updates; in that case the item will be dropped from the order, and we will include a note with your order letting you know and informing you of prospects for future availability.
If one or more items are out of stock, you have ordered by post, and have not provided a list of alternatives, we will dispatch what is available straight away, together with a time estimate of how long the rest is going to take, and then send you the missing items and when they come in, unless told otherwise.
Back
to top
Shipping
What are the packing
and postage costs?
- Orders from within the United Kingdom are delivered free of
charge, except 10" and 12" vinyls, to which £1.00 must be added.
- For orders from Europe add £1.50 for the first item, then £0.50 for each additional item, except 10" and 12" vinyls, to which £1.00 must be added.
- For orders from Zone 1 (click
here) add £2.00 per item, £1.25 for each additional item, except 10" and 12" vinyls, to which £2.00 must be added.
- For orders from Zone 2 (click
here) add £2.00 per item, £1.25 for each additional item, except 10" and 12" vinyls, to which £2.00 must be added.
Please note that the webstore cannot be programmed to apply the extra postage for vinyls automatically, so this will be added manually at our end.
Also note that, when placing large orders or orders for valuable items, we recommed you opt for either a Special Delivery (in the U.K.) or International Signed For (outside the U.K.) service. There is an added cost, but this will ensure your order has a tracking number and is insured for its full value. An alternative within the U.K. is Recorded delivery, which will give you a tracking number, needs to be signed for and is a lot cheaper (£0.70 as of April 2007), only maximum compensation is £28. If you wish to keep costs down, this might be a good compromise. Otherwise, if your prefer we can always send the order by First Class or Airmail, and this will be OK in 99.99% of cases, but you must be aware that if you select this option when placing a large or valuable order, you do so at your own risk: if the packet were to get lost or misdelivered, there would be no way to track it and the Royal Mail would not pay compensation.
Back to top
Payment
What methods of payment
do you accept?
We currently accept Visa, Mastercard, American Express, Delta, Maestro,
Solo, Switch, and JCB, as well as Paypal (account: mail@supernalmusic.com, read below), International Money Orders,
bank draughts, bank transfer (email for details), cheques (drawn from a U.K. bank), U.K. postal orders,
and well-concealed cash in a registered envelope. In terms of cash we accept the following currencies: Sterling, Euros, Yuan. We also accept gold bullion (ask for details). The webstore does not currently offer a PayPal option, so if you wish to Pay by PayPal, please send the funds directly to our PayPal account: mail@supernalmusic.com. Also, as bank transfers are never used in the United Kingdom to pay for small consumer transactions (credit and debit cards are the most widely used method), the webstore does not offer that option; if you wish to pay by this method, please email us and we will send you the bank information. Back
to top
Who do I make cheques,
bank draughts, International Money Orders payable to?
Cheques, bank draughts, International Money Orders should be made
payable to "Supernal Music". Back
to top
Do you accept Visa
Electron?
Yes, we accept Visa Electron cards.
Back to top
All the prices are
in Sterling. How can I pay for my order if I am in another country?
Our prices are quoted in Sterling and we will debit your card
in Sterling. Your credit card company will then make the conversion
for you at the appropriate exchange rate.
If you wish to see how much your order will cost you in your
local currency, click here
for a currency converter. Back to top
Do you accept cash
in my local currency?
We can accept payment in Sterling, Euros, or Yuan. If
you decide to send payment in cash, please ensure it is well hidden
in a registered letter, as we cannot accept responsibility for
money lost in the post.
What is your Euro policy?
We will accept Euro notes and coins just as if Britain had joined the
Eurozone on 1 January 2002, along with the other Eurozone countries, so
you can pay in cash too, if you prefer. To calculate the price, use the going
rate, which you can calculate with the universal currency converter. Back to top
Privacy
Do you keep my details
on file?
We keep customer details on file for the purposes of processing
your orders and sending you catalogues as and when available.
Customer details are kept encrypted in a secure, undisclosed
location.
We do not share information with any other company, organisation,
or individual, nor do we sell or lease this information to third
parties. Back to top
Security
Is the webstore secure?
Our webstore resides on a secure server that encrypts all the
information you input before it is sent to us. In addition, as
required by the UK Data Protection Legislation, we follow strict
security procedures in the storage and disclosure of customer
information, to prevent unauthorised access.
If you are still uncomfortable with supplying your card details
over the internet, however, you can always order by other methods
Click here for more details. Back to top
How safe are my personal
and credit card details with you?
In addition to using a secure server for online transactions,
we, as required by the UK Data Protection Legislation, follow
strict security procedures in the storage and disclosure of customer
information, to prevent unauthorised access. In keeping with of
our security procedures, we may occasionally request proof of
identity before we are able to disclose sensitive information
to you. Back to top
Returns policy
What is your returns
policy?
We can only accept returns of products which are defective or
have been wrongly dispatched, as long as the products are returned
unopened and in the same condition they were originally dispatched
within 15 days.
If you are returning in item because an error on our part of
because it is defective, we will be happy to refund the costs
upon request. Otherwise, you will be responsible for those costs.
To return an item, please enclose a note giving the reason for
the return, wrap the goods securely, and send them to the address
below. If the item is being returned because it is defective,
please also supply a full description of the fault.
Supernal Music
P. O. Box 171
Cranleigh
GU6 8WW
United Kingdom
For your protection, ensure you get a valid certificate of posting
from the post office when returning any goods. For the certificate
of posting to be valid, it must include our full address details,
and be stamped and signed by the clerk at the counter. If you
are sending back goods worth more than £27.00, we recommend
you insure the packet or parcel.
Under the United Kingdom's Distance Selling Regulations, you
have the right to cancel the contract for the purchase of any
item within seven days of delivery. This, however, does not apply
to audio or video products which have been opened or unsealed.
To cancel this contract, simply write "Contract cancellation"
on the delivery slip enclosed with your order and send the goods
to us securely packed so that we receive them in their original
condition within seven working days of the date the item was delivered
to you.
For your protection, we recommend you use recorded delivery
for items worth up to £28.00, and that you insure your packet
or parcel if the goods you are returning are worth more than £28.00.
Please bear in mind that you will be responsible for the costs
of returning the goods, unless these were delivered in error or
defective. Back to top
What happens if I
break the seal of an audio or video product, and then find it
doesn't play?
If you discover that an audio or video product doesn't play after
you have broken the seal, you can return it to us and we will
verify this before supplying a replacement copy. Back
to top
International orders
Are there countries
you do not deliver to?
We sell to customers all over the world and greatly appreciate
their business.
Unfortunately, however, either because in some regions the postal
system is not reliable, or because extreme Metal products get
confiscated at customs in countries where it is banned, or because
of the high number of fraudulent credit card charges, we have
had to impose certain restrictions on our service.
We don not deliver to the following countries / regions:
Bolivia
Egypt
Indonesia
Israel
Malaysia
Morocco
Peru
Philippines
Venezuela
Africa
Also, if you are not a regular customer of ours, and if you are
ordering from outside the United Kingdom, we will, at our discretion,
take additional security procedures, which might even include
not accepting your card and asking you to pay by International
Money Order, Bank Draught, or well-concealed cash sent by registered
post. Back to top
Help
How do I get in touch
with you for assistance?
Should you require assistance, you can contact us by the following
methods:
By post:
Supernal Music
P. O. Box 171
Cranleigh
GU6 8WW
United Kingdom
By telephone: +44 (0)1483 542927
By email: mail@supernalmusic.com
For stock availability checks and such type of inquiries we prefer
you contact us by telephone or email. Back
to top
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