Terms & Conditions
you will need to confirm acceptance of these when placing an order with us.
we have tried to make our site as easy as possible to use & navigate but should you have any difficulties in using the site or finding the information you require, please do not hesitate to contact us by email at orders@ resident-music.com or call us on 01273 606312.
we realise that you will be very excited about your new purchase, so we will do our utmost to ensure we get your order to you as speedily as possible.
all titles listed on our site are either in stock in the shop or, to the best of our knowledge, are available from one of our suppliers. if the title you have ordered is in stock in the shop, we will endeavour to send it to you straight away. if however, we need to order the title in from our supplier, this may add an extra 1-3 days to the order process, depending on the individual supplier’s turnaround time.
whenever possible, we will process & send orders within 24 hours of receipt, so you should receive your order within 2-4 days (in the uk) & if all’s running nice & smoothly, maybe even next day (obviously this is dependent on the time you place the order, the royal mail, your local postal service/customs, weather etc). overseas orders will invariably take longer to get to you but will be treated with the same urgency.
you will receive a confirmation email from us once you have placed your order, containing your order number & the details of your order. if all is hunky dory with your order, we’ll get it picked, packed & out to you asap & you’ll get an email confirming that we've shipped your order. you'll hear no more from us until the postie knocks at your door.
if something you've ordered is out of stock or otherwise delayed, we will notify you as soon as we have further information. you may then amend your order if you choose. if we discover that any of the titles you have ordered are in fact deleted or otherwise unavailable, we will email you promptly & credit you for the relevant title. any other titles in your order will be sent & charged as normal.
pre-order delivery times & release dates
pre-order items are generally sent out on the friday before their monday release date, with the aim of them arriving by their official release. items not bound by an official release date will be sent out to you as soon as we receive them in the shop. please note that release dates are subject to change & we are guided by the information provided to us by our suppliers. we are not always given much warning of changes but as & when we find out about them, we will update our site.
estimated delivery times:
uk : 2 - 4 business days (maybe even next day)
rest of europe : 4 - 7 business days
usa / canada : 7 - 14 business days
rest of the world : 7 - 20 business days
please note, that with the best will in the world, we cannot guarantee these times but these are educated guestimates.
things beyond our control
snow, postal strikes, petrol shortages & the likes of, cannot reasonably be considered within our control & therefore, should delays to our usual efficient service be caused by such events, we would ask for your patience & understanding.
pick up in the shop option
you can choose to collect your order in the shop rather than have it posted out to you. if you wish to do this, you still need to go through the whole checkout & payment process but you obviously won't be charged for postage. you will then be notified by email when your order is ready to collect (usually within 24 hours). if you have ordered a mixture of in stock items, items we need to order in for you, pre-orders etc, you may receive separate emails for each part of the order. if you'd rather collect all elements of your order together, we are happy to hold everything for you to collect together.
your paypal account or credit/debit card will be charged when your order has been successfully placed. this includes pre-orders.
all payments are currently handled by paypal, so when you come to enter your payment details, you will be taken to paypal's secure payment site where they will handle & process your account or card details (depending on which option you choose) & let us know that the payment has been successful. we do not see or store your card details under any circumstances.
you can check on the status of an order at any time by signing into "my account". if however you cannot find the information you require, please feel free to email us at [email protected].
if you have any problems with an order you have received from us, please notify us straight away at [email protected] clearly detailing the issue/s & your order number.
missing / incorrect items
if items are missing from your order, please check the delivery note enclosed with your order, as we’ve hopefully made clear the reason for any omission. if not, please email us at [email protected]. if you have received an incorrect item, please email this same address. in either instance, please provide the order number & details of the issue so that we can help you as quickly & efficiently as possible.
once the estimated delivery time has passed (see above) please check that your package isn't being held at your local postal sorting office due to it not fitting through a letterbox etc. in the uk, your postie should leave a notification card but as this isn’t always the case, please check with your local sorting office first as if an item is returned to us because it wasn't collected from the sorting office, you'll have to pay the p&p charges to have it redelivered.
for a package to be considered officially “missing”, it needs to be have been awol for 15 (uk) or 20 (everywhere else) business days after it's been posted.
if your package is definitely missing, please email [email protected] quoting your order number & we’ll get straight onto sorting it out for you.
if a package is returned to us as an unsuccessful delivery due to an incorrect address being provided, it not being collected from the sorting office or for any other reason beyond our control, you will be expected to pay the additional postage for redelivery.
should you wish to cancel an order that you have already checked out, please email us at [email protected] & we will action this for you & refund you accordingly. you are entitled to do this up to 7 days after placing the order. please be aware that as we turn orders around as quickly as possible, in some instances we may not be able to respond to your request before we have posted the order to you. in this instance, we would ask that you follow the returns procedure below.
if you are not satisfied with the title you have ordered for whatever reason, you are entitled to return it to us within 30 days of receipt.
if you wish to cancel or return an order, you need to notify us by email & wait for us to get back to you before returning goods. we will email you with instructions & a returns reference. when returning items to us, you will need to take reasonable care to ensure they are not damaged in transit & that they are labelled clearly with the correct address & reference number (as provided by us) :
resident music limited
28 kensington gardens
we reserve the right to not process returns sent to us without prior permission.
we'll provide a full refund for goods returned in accordance with these conditions as soon as possible & no later than 30 days after we receive the item/s from you. it's your responsibility to retain possession & to take reasonable care of the goods in the period prior to return & until you send them back to us.
limited edition releases have to be shared out amongst all of the retailers who order them & sometimes there aren’t enough to go around. occasionally the orders we place for limited edition releases are cut back by the distributors. Normally we are notified of this & will update the site accordingly. however on very rare occasions, we will not find this out until the delivery arrives. If this means that we cannot fulfil all our customer orders, we will allocate stock on a strictly first come first served basis & notify anyone who missed out immediately. Usually, limited edition items are restricted to 1 purchase per person & any orders placed for multiple copies will be cancelled – play nicely with the special rare stuff!
prices are subject to change & in fact, in this industry, they change all the time! we will endeavour to keep all prices up to date & accurate on the website but very occasionally, the website may not reflect the correct price at the time you place your order. if there is any variance in price between when you place your order & when it is shipped, we will contact you to confirm that you want to proceed with the order. if the price is lower than when you placed the order, we shall assume you will be happy to proceed - we won't contact you but we will refund you the difference.
all prices include vat
taxes / customs
you will be responsible for paying any customs duties or taxes that your country imposes. we will label packages, where applicable, with the value of your order (excluding postage charges) sent abroad clearly with the value. we have no influence over the length of time that customs choose to hold your order.
accuracy of product information
the details we display about the titles listed on this website are usually provided by our suppliers. occasionally an item may vary from the description which has been provided to us & as such things come to light, we will update our site. if you are aware of any such variances, please tell us so we can keep our site as accurate as possible. if you receive a product which you feel varies too greatly from the description provided & you wish to return it, please see the instructions in the "order issues" section.
legal age classification
if an item displays a legal age classification or parental guidance logo, you will be confirming that you are of legal age to view this title if you proceed to purchase it & / or that you will use the product appropriately & responsibly.
hands off! the content of this website is owned & controlled by resident music limited & cannot be copied, reproduced, duplicated, sold, adapted, transmitted or otherwise exploited without our written permission.