Face the Music Gift Shop Help Desk

About Us

Face the Music New Forest is a gift shop specialising in novelty music gifts. Our shop is located in the beautiful New Forest village of Burley, which makes a wonderful day out. We started our online music gift shop in 2002, and have been delivering novelty music gifts to all corners of the globe ever since.

Music Gift Shop Address: 7 The Mall, Ringwood Road, Burley, Hants BH24 4BS

Proprietor: Amanda Elliott

How To Order

You can order in the following ways:

1) Online via this website.

3) Visit our music gift shop at 7 The Mall, Ringwood Road, Burley, Hants BH24 4BS.

Bank Cards Accepted

We accept the following types of bank card:
- Visa Credit Card
- MasterCard Credit Card
- Visa Delta Debit Card
- Maestro Debit Card

Your bank card details are encrypted before being sent over the internet, so that they cannot be intercepted by anyone. We have a secure online card processing facility provided by WorldPay.

Card Security

Your bank card details are taken on a secure web page hosted by our online card processor, WorldPay.

Before being sent across the internet, your bank card details are encrypted (turned into unidentifiable code) using a method called SSL (Secure Sockets Layer). This means that your bank details cannot be intercepted by anyone else.

You can tell that our bank card details page is using this secure encryption technology because:

1) The address in the address bar of your browser starts with https:// instead of the normal http://.

2) A closed padlock icon will appear at the bottom right of your browser window.

Product Availability

Occasionally, a particular product is not available for immediate despatch. In the event that we cannot meet our normal delivery times, we will notify you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Service

All items are shipped by Royal Mail. For UK deliveries items are shipped by First Class Post. For overseas deliveries items are shipped by Air Mail.

Delivery - How Quickly Will My Order by Despatched?

Orders confirmed before 1pm will be usually despatched the same day.

Orders confirmed after 1pm will usually be despatched on the next working day (Mon - Fri).

Occasionally, a particular product is not available for immediate despatch. In the event that we cannot meet our usual delivery times, we will notify you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Times - How Long Will it Take to Receive My Order?

For delivery within the UK, please allow 3-5 working days for delivery.

For deliveries to Europe, please allow 7-10 working days for delivery.

For deliveries to the rest of the world, please allow 10-12 working days for delivery.

Please note that these delivery times are estimates, and delivery may take longer. Whilst we make every effort to despatch your order promptly, delivery may take longer than the times quoted above due to circumstances beyond our control.

Missing Deliveries

If you think the delivery of your goods is overdue, please contact our Customer Services Department.

It may be worthwhile contacting your local postal sorting office as it is possible that they have already tried to deliver your goods but were unable to.

Delivery Cost

Delivery cost is dependent upon the weight of your order. You will be shown the postage amount once you have added all your items to your basket and given us details of the postage destination.

Returns Policy

Our returns policy does not affect your statutory rights.

Incorrect or Damaged Goods

If you have received incorrect or damaged goods, we will give a full refund. In the case of a refund for damaged goods, we reserve the right to an independent opinion on whether the goods qualify for a refund.

In the case of incorrect or damaged goods, we will reimburse the cost of you posting the goods back to us as long as the cost has been agreed with our Customer Services Department first. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Unsuitable Goods

If you feel the goods are unsuitable for you, we will refund the cost of the goods provided they are returned to us within 7 days of your receipt date and the goods are in a new and unused condition, with all their original packaging.

In the case of unsuitable goods, you must bear the cost of returning the goods to us. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Returns Procedure

Please follow the below procedure to return goods to us:

1. Print out and fill in our Returns Note.

2. Please provide a full description of the reason for return in the space provided.

3. Wrap the items in their original packaging with all tags and labels etc relating to the returned goods.

4. Send the package with the completed Returns Note to:

Face the Music
7 The Mall
Ringwood Road
Burley
Hants
BH24 4BS

Please note, we strongly advise that you use a recorded delivery service. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.

5. Please allow 14 days for us to process your return. We will notify you by e-mail when we have processed your return.

No returns can be processed unless these conditions are adhered to.

Exchanges

If you wish to exchange your goods, you may do so within 7 days of your initial receipt of goods. You will be responsible for the cost of returning the goods to us unless otherwise agreed with our Customer Services Department. We strongly advise you to use a recorded delivery service to return the goods. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.

Customs Charges

When ordering goods from us for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Privacy Policy and Data Protection

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We do not disclose your information to third parties (except for delivery purposes). The type of information we collect about you includes:

Your Name
Address
Phone Number
E -mail address

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code. Temporary Browser Cookies are used on this site, but only to maintain the contents of your shopping cart, and the cookies are deleted once you have completed your order or you close your browser window. Data collected by this site is used to:

1) Take and fulfill customer orders.

2) Administer and enhance the site and service.

Complaints

Should you have cause to complain, please contact us via e-mail and we will endeavour to reply within two working days.