Is this site secure?
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.
Will the DVD's work on my DVD player?
Yes they will - as long as your DVD player was bought within Europe (also known as Region 2). All of the DVD's that we stock are region 2 (PAL). Region 2 also includes Egypt, Greenland, Japan, Middle East and South Africa.
Are your CDs copy protected?
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.
Not received your order yet?
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 'Completed' then your order is in the post and will be with you shortly.
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'.
What if my item(s) get lost in the post?
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.
What if some of the items I've ordered are missing?
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.
What if the item(s) are damaged when they arrive?
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.
What if the item(s) are faulty when they arrive?
If your item arrives faulty then let us know by using the form on the 'Contact Us' page, making sure you select 'Faulty Items' from the options - be careful to include all the information requested. 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.
What if the item is no longer required?
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 using the form on the 'Contact Us' page, making sure you select 'Unwanted Items' from the options - be careful to include all the information requested. 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).
What about returns?
If you wish to return any of the items purchased from us, you have seven days from the day after you received the goods to send them back for a full refund with no questions asked. All we require is that the items are still in their original packaging and condition.
Before returning any items, you need to let us know by using the relevant form on the 'Contact Us' page - be careful to include all the information requested. Any items returned without a notification code will not be refunded.
This is in line with UK distance selling regulations. Full details of your rights are available from The Office of Fair Trading.
Who pays for the postage of returned goods?
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.
How do I cancel my order?
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?'.
Are you experiencing problems using the site?
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 firstname.lastname@example.org, 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.