FAQ

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How can I get my items signed by Alan Wilder?

This is not really possible unless you bump into him somewhere!

Will the DVD play in my player?

The DVDs sold are PAL format, all regions, unless stated otherwise. PAL is the standard format for the UK, Europe, Australia, New Zealand, Africa and Asia (excluding Japan). Note: ‘All region’ discs will play in all players.

Payments with PayPal

We only accept payment via PayPal, so your credit card and bank information is safe and never stored. Standard PayPal Terms & Conditions apply. Information about your order will also be sent to you automatically by E-mail.

What should I do if I have problems placing my order?

If you experience problems at any point please contact us using the Contact page.

Can I change my order after it has been submitted?

Yes you can, but please be quick. Email us via the Contact page and we will arrange to change the order. This does not apply to limited deals (like Bundles) once they have gone out of stock.  We can only add extra items at their regular price.  You can only change an order prior to it being dispatched.

Can I cancel my order after it has been submitted?

If you wish to cancel an order, please send a message using the Contact page and we will arrange to cancel the order and refund you any money you’ve paid. It is only possible to cancel an order within 30 days of it being placed.

What do I do if I’ve placed a duplicate order?

If you order twice by mistake, send a message to our team and tell them the reference number of the item you want cancelled. They will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.

Why didn’t I receive an email confirming my order?

The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota, or the message has been spam filtered. The other reason is that you accidentally entered your email address wrongly when you registered it with us.

Do you ship to my country?

Yes, we ship globally. The shipment will be sent to the address provided. To calculate the shipping cost, enter your country into the purchase form.

What are your shipping rates?

Shipping rates will be shown in full before you confirm your order and will vary depending on the item(s) value and delivery destination.

How do you ship?

To ensure (to the best of our ability) that items will reach you, we ship using registered post only. This means the postal delivery service will require a signature upon receipt.

How will I know when my order ships?

Once your order has been dispatched, an automated email is sent to your registered email address letting you know.

How long will it take for my order to arrive?

Most orders are dispatched within 1-5 working days. Once your order has been dispatched, it will take 1-3 days to reach German addresses, 5-10 days to reach other European addresses and approx 2 or 3 weeks for all other countries.

Can I track my shipment?

To track your shipment, contact us with your original order number and we will supply your shipping reference number. You can then follow the progress of the shipment by selecting this link and by inputting your shipping reference number.

What do I do if the goods I ordered haven’t arrived?

The first thing you should do if the goods haven’t arrived, even though we’ve emailed you telling you they’ve been sent, is contact your local postal delivery office to see if they are holding your goods for you. UK & European customers should wait 5 working days after the item has been dispatched before doing this. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn’t been able to help you, email us using our Contact page with your name and order details, and we will then investigate the matter for you.

I’m not at home during the day. How can I get my goods?

When filling in the order form, you can arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn’t able to deliver your order because no one is in, a card will usually be left giving instructions on how to arrange re-delivery.

What should I do if my goods were damaged in transit?

We take a great deal of care when packing orders to make sure that the items arrive undamaged, however, occasionally goods do get damaged in transit. If our delivery arrives in a defective state for any reason, we reserve the right to supply a replacement. Defective items must be returned to us within 30 days, after which a replacement will be sent. If the item is no longer available, the purchase price will be refunded.

Address for returns :

Oliver Thiede
c/o Recoil Official Store
Lindenstrasse 22
17309 Schoenwalde
Germany

What should I do if some of my order is missing?

There may be a several reasons why you may receive your order with some items missing. The usual reason is that your order has been sent out in more than one package and you haven’t received them all yet. Another cause is that one of the items you ordered was unavailable and so we have refunded you for that item. The final reason for your order missing items is that we have made a simple mistake while picking your order. If you discover that your goods are missing you should send us a message using our Contact page.

What should I do if you’ve sent me the wrong goods?

If you discover that your goods are incorrect you should send us a message using the Contact page. We will arrange for replacements to be sent out to you and instruct you on what to do with any incorrect items you received.

How accurate are the product images on the site?

We work very hard to make sure that the images on the site reflect the actual products we sell. Colour variations are inevitable when viewing online content.

Do you share my personal information?

Your personal information isn’t supplied to third parties except when it is required by law. We do not allow third parties access to our customer list.

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