Online Store – FAQ


How long will it take for my order to be delivered ?

We aim to have orders delivered to you within the time scales shown below.   However, during busy period - such as when the band are touring - it may, exceptionally, take up to 28 days for delivery. You will receive an 'Order Complete' status update once your order has been shipped - you can find out more about the different Order Status' below.

U.S. and Canada: 7-10 Days.

Rest of World: 10-14 Days.

Please contact us if you have not received your order within 7 days of your order being shipped/completed.

How/where/when do I get my downloads?

Once your order has been processed and payment received, you should immediately be able to access any downloadable content you have purchased - just use the links that appear on your screen. You'll also receive an email with the download links, should you wish to download later or to another computer.

Occasionally there will be a short delay before our store receives the completed payment notification. In this case, you won't receive the on-screen confirmation or links. You'll still receive the email as above, simply click on the link(s) within the email to download your product(s).

Alternatively, you can access the 'My Account' page on our online store to view your orders and access any downloadable content from there.

Digital products should be downloaded within 24 hours of your order being completed - please ensure you download any digital products as soon as possible.

If you have any problems downloading any digital products, please let us know as soon as possible.

What do the different Order status updates mean?

You may receive a variety of order status update emails from us, depending on how/when your order is processed. You can check the status of your order on the My Account page at our store. Here are a note of the common status updates:

Pending Payment - Your order has been progressed to the checkout stage, but payment has not yet been received. If you have recently completed payment, it can take a short while for our store to receive the relevant notification of this and to be updated. if you have not yet completed payment, simply follow the checkout process to continue.

Processing - Your order and payment has been received, we're processing your order for shipping. If you have ordered both physical and downloadable products, your downloads will be available at this point - simply use the download links as described above to download your products.

Completed - Your order has been shipped and should be with you soon, see above for estimated shipping time scales. If you have ordered both physical and downloadable products, your downloads will be available at this point - simply use the download links as described above to download your products.

Completed - Downloads Available - If you have only purchased downloadable products, you will receive an email to confirm that your downloads are available. Again, simply use the download links as described above to download your products.

Cancelled - Your order has been cancelled. This can happen for a number of reasons:

  • You may have cancelled the order from within the My Account page on our online store.
  • We may have cancelled your order, we'll send you an email if we've done this.
  • Your order may have been automatically cancelled, this will happen if you start the checkout process, but do not complete payment within 5 days. When products are added to your basket, they becomes unavailable for other customers to purchase. if the order is not completed within 5 days, the order will be cancelled and the products returned to stock and will be available for purchase by other customers.

Any other questions?

If you do have any further questions about purchasing anything from our online store, we will be happy to answer them - you can get in touch with us by simply replying to any email you may have received from us - or just Contact Us using the form on our website to send us a message.

Alternatively, you can drop us a message or post on our wall, on Facebook - or even tweet us on Twitter and we'll respond when we can.