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What are Support Tickets?
Support tickets are an easy way to contact us outside of email and will often mean a faster reply as they can be accessed by different people across all departments, not only customer services.
If you have any query that you feel we should be able to help with please use your account https://burningshed.com/account/login to send us a ticket using the simple form provided. We will acknowledge receipt by email and reply as quickly as possible. It’ll appear in your account section and we’ll email a link too so you don’t miss it!
How do I order from Burning Shed?
Ordering from us is simple. First create a new account (a download account from our old store will not work). Then click the "ADD TO CART" or "PRE-ORDER" button of the titles you want. When you've finished adding to your basket go to the "Checkout”.
Remember to carefully check the details you enter for your billing address. You have the option to enter a different shipping address within the same country. We ship worldwide and offer a variety of shipping methods as well as insurance; this is purchased during checkout.
Please double check your billing and delivery addresses are correct. The main reason for non-delivery or slow delivery is an error in the address details - however good your postal service is none of them are psychic...
Check the confirmation email you receive carefully and raise a support ticket if anything is wrong with your order or the shipping details. If you do not receive our order confirmation email please raise a support ticket and we can re-send it to you.
Is my order secure?
Yes. burningshed.com uses SSL to ensure the protection of your personal data in transit. All payments are processed by external secure servers hosted by WorldPay and PayPal. We do not receive or store any payment data or password.
How do I check my order status?
Click here to check your order status. Orders placed on the old website do not appear here yet. We’re working on a way you will be able to search our old database using your email address but it’s not ready quite yet!
I’ve created an account but autofill has messed it up… or What can I do if my browser saves my post/zip code or something else as my username when I create an account?
This is a feature of some browsers. You should clear the saved form for burningshed.com (instructions are here). When you next log in to your account your browser should save the information correctly.
What are your prices in my local currency?
If you have selected your country as United Kingdom, USA, Japan or a member of the European Union, you should see prices in your own currency (£, $, €, ¥). Please note that these prices are an approximate amount based on recent exchange rates. We update these rates every day but your final charge will always be in £GBP, which will be displayed at the checkout.
VAT and other taxes
As a UK company Burning Shed charges VAT to all UK and EU customers on physical products where applicable. Downloads are charged within the EU at the local VAT rate. We do not collect taxes for any other countries and you are liable for any import tariff incurred by your local customs system.
How much will shipping cost?
All our shipping costs are carefully calculated taking into account the packaging required and the weight of the items ordered. Sometimes shipping costs may appear high, but please appreciate that items such as heavyweight vinyl and box sets are very heavy - even a packaged mug weighs half a kilo - and that there are mail weight limits we have to abide by.
You can see estimated shipping costs by choosing “Estimate Shipping & Taxes” from your Shopping cart. This also estimates VAT (for European Union customers). Shipping costs and VAT are confirmed at checkout.
If you are ordering more than one item the shipping rate will automatically be updated. Ordering two or more items in one order sometimes means there’s a saving on shipping against placing individual orders if the overall weight of the package doesn’t exceed mailing limits.
How do you handle Pre-Orders?
Pre-ordered items are always shipped separately as release dates can change. Shipping is calculated for each pre-order being sent separately. Please understand that we can’t combine pre-orders at all - it’s logistically impossible when our sole aim to is ship everything in a timely, safe and accurate manner.
If I pre-order a title, when will I get charged?
All orders and pre-orders are charged at the time the order is placed.
Can I insure my order?
Yes. If you have any concerns about the postal services in your area we do suggest choosing insurance. Doing so can also speed up delivery times!
We very strongly recommend that you insure your order if you live in the following places:
All countries in South America
All countries in Central America
All countries in Africa
Greece (especially Athens)
We will only be able to provide tracking numbers to customers who have chosen and paid for insurance. This will be sent automatically by email from us or our courier.
How long will my order take to arrive?
If you choose courier service delivery will be “next day” for UK and some EU countries; 2 - 5 days for much of Europe; 3 - 7 days for the rest of the world.
Typical delivery times for standard Royal Mail UK and Airmail post:
United Kingdom: 2-3 working days
Europe: 3-7 working days
Rest of the World: 7 working days+ (sometimes less)
These times are based on Royal Mail's estimates. Experience tells us that deliveries to Central and South America in particular can take 4 weeks or more. It all depends on the local postal service in your area.
Larger parcels or odd shapes like poster tubes may take longer.
There are weight restrictions with Airmail so heavy orders may be split into several packages. Royal Mail pass Airmail packages on to your local national postal service for delivery.
If an order is returned to us marked "unclaimed", "refused", "unknown" or "insufficient address" we reserve the right to charge to re-ship the order to you.
Non-UK Customers: If you haven’t received your order after 7 working days and you paid for insurance, please contact us and we will ask Royal Mail to check their tracking. Even if you didn’t pay for insurance, please contact your local post office to see if they are holding the parcel for you - sometimes the postmen forget to leave cards. Most items that customers believe are “lost” are later returned to us as "unclaimed" by the local postal service. Very, very few orders actually go missing never to be seen again!
UK Customers: If you haven’t received your order after 4 working days please contact your local sorting office as the postman was probably unable to deliver and they may be holding it for you. Not every postman leaves a card.
What should I do if my order goes missing?
If your order hasn't arrived internationally 28 days after we posted it and you’ve followed all the guidelines above, please raise a support ticket.
If it hasn’t arrived after 15 days in the UK and you’ve checked with your sorting office please also raise a support ticket.
What should I do if my order arrives damaged?
For vinyl and CD/DVD orders we use our own bespoke cardboard mailers which are incredibly strong. However, despite our best efforts, sometimes items will arrive damaged. We are always happy to replace paper parts or discs that are broken or torn. If this rare occurrence happens with part of your order please raise a support ticket with a small JPG image of the damaged article for our records (no files over 1MB). In some instances we will ask you to return it to us but please don't do this until you have had a reply letting you know what we're doing about it.
For environmental reasons we cannot post a standard jewel case if it arrives with a crack in it - these are readily available in many stores for pennies.
If you are placing another order with us please let us know when you write as we can send your replacement parts with your new order.
How do I order downloads?
You can order downloads like any other item on our store, once the order is placed and paid you’ll find your downloads in your Account under ‘Downloads’ (https://burningshed.com/account/download).
All downloads IP addresses are monitored for security reasons.
Please download one file at a time and refresh the page between each download.
How can I find help with adjusting my Blu-Ray and DVD-Audio disc settings?
The information found on http://www.opusproductions.com/disc/setup.html should provide the answers you need to optimise your player set-up.
How do I unsubscribe from the Burning Shed mailing list?
Once you’re logged in, from your account go to Newsletter. You control which newsletters you are subscribed to here.
Burning Shed is happy to receive both physical and download link demos. No emails with attachments can be accepted.
We’re sorry but due to time constraints and the high volume of material we're sent, we cannot offer a personal response / critique, except in the cases of the artists whose work we'd like to promote through the site.
Burning Shed mainly works on behalf of other bands and labels and does not carry promotional copies of cds, dvds. vinyl etc.
The exceptions to this are the releases on the Burning Shed label. You’ll need to contact the appropriate label or band direct for press promos.
Any other questions
Please raise a support ticket.