FAQ

Ireland (free Postage for 'in-stock item/s' orders for over €75 excluding Hi-Fi products)

At the moment we deliver to:

-EU

-United Kingdom

For all those techies out there – your payment details are kept secure with 128 bit encryption. For all you non-techies – yes, entirely secure.

When you go through the checkout you’ll notice that the address starts with https://. You’ll also see the padlock symbol appear, which lets you know ours is a secure site.

Yes they will – as long as your DVD/BR player was bought within Europe (also known as Region 2 or Region B). All of the DVD’s/Blu-rays that we stock are region 2 or region B(PAL). Region 2 also includes Egypt, Greenland, Japan, Middle East and South Africa.

A few of our CDs will be copy protected – this decision is made by the record labels. We’re constantly expanding our range and sourcing the best prices, and each title is treated differently. Due to this we cannot guarantee whether a title has copy protection or not.

• If you click 'My Account' at the top of the screen and select 'Order History' from the options, you'll see the status of your order.
• If the status is 'Pending' it means you have recently placed your order and will soon be downloaded to the warehouse to be allocated.
• If the status is 'Picked' the warehouse has confirmed receipt of the order have put it to one side for you.
• If the status is 'Completed' then your order is in the post and will be with you shortly.

Please note:

If your order is pending for more than 2 days then this can mean a couple of things. We may have unexpectedly run out of stock, although this is rare. We may have found the stock, but it has been damaged in the warehouse. Either way, we will endeavour to replace the stock and get the item to you as soon as possible.

Delivery is generally 4-5 working days after the status is 'Completed'.

Orders are sent by post and will typically arrive within 4-5 working days. Due to the postal systems unpredictability, we have to allow up to 14 days before we can assume that the order has been lost. After 15 days, if your order has still not arrived, please let us know by using the form on the 'Contact Us' page, making sure you select 'Items not received' from the options - be careful to include all the information requested.

We generally send each part of your order separately, to make sure you get everything as quickly as possible. Please don't worry if it doesn't all arrive at the same time - multiple items may arrive over the course of a couple of days.

If your item arrives damaged then let us know by using the form on the 'Contact Us' page, making sure you select 'Damaged Items' from the options - be careful to include all the information requested.

If your item arrives faulty then let us know by emailing us at info@towerrecords.ie. Please try the item on more than one player - we can then confirm the issue is definitely with the item. This will ensure the replacement service is as quick as it should be.

If you decide you no longer want the item we will accept their return within 7 days, as long as the packaging is in tact and there is no damage. Prior to returning please let us know by emailing us at info@towerrecords.ie. If the item is still in its original envelope, you can simply cross through your address and pop it in the post. The item will be returned to the sender (us).

This policy refers to our online store only, in the case of returns to store, please refer to the store of purchase directly. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at info@towerrecords.ie.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@towerrecords.ie and send your item with an enclosed note detailing the exchange reasons to: Returns Department, Tower Records, 7 Dawson Street, D02 X688, Dublin, Ireland

If the goods are being returned due to a fault or down to an error by towerrecords.ie, all postage costs will be covered. In all other instances you will be responsible for return postage.

The easiest way for you to cancel your order is by clicking on 'My Account'. In the following screen simply highlight the order and click 'Cancel this item'. If this option isn't available, the item will have already been processed by our warehouse team. In this instance please follow our guidance above under 'What if the item is no longer required?'.

Alternatively email us directly at info@towerrecords.ie

Please let us know if you are experiencing difficulties with the site. Your problems are our problems and with your help we can fix them quicker. Please provide as much information as possible. In the first instance, please let us know by using the form on the 'Contact Us' page, making sure you select 'Site Issues' from the options - be careful to include all the information requested. If the problem is affecting this section of the site you can e-mail us directly at info@towerrecords.ie, providing as much information as possible including details of your browser, where in the site the problem arose, error messages, what you were doing and any other bits and pieces that may help us. Please note that this e-mail address must only be used for technical issues.