Customer Service Topics
How can I place an order with Time+Space?
There are many ordering options but if you have a credit card and an e-mail address then the easiest way is via our website.
To do this just add the items to your shopping basket and when you have finished just click ´checkout´ in the top right hand corner. You will then be asked whether you are a new or existing customer, if this is the first time you have ordered from us, select the ´I am a new customer´ link. You will then be prompted to create an account, once this has been completed you will be able to log-in quickly and easily in the future to place orders. The next stage is payment using our online payment system and you will see a confirmation page once payment has been made. Following this, an e-mail with confirmation and any download links will be e-mailed to you.
Alternatively you can order by calling our sales team on +44 (0)1837 55200. They will happily guide you through the ordering process and will be able to answer any questions regarding any aspect of our products. You will need to have a debit/credit card to pay for your order or alternatively we can give you the detail to pay by bank transfer.
If you are ordering on behalf of an educational establishment then you can fax an official purchase order to +44 (0)1837 55400. We will supply the goods and send you an invoice. For more information on academic sales just visit our education page.
What are the delivery options and how much do they cost?
The options and costs depend on your location, we use Royal Mail, Parcelforce and FedEx to deliver our shipments. We also have products available which can be electronically delivered instantly and at no cost. Here are the shipping options;
This delivery option is only available to customers in the UK . It is only available for orders less than £90 in value and does not require a signature upon delivery.
- Royal Mail 1st Class - £3.50
These delivery options are only available to customers in the UK and require a signature upon delivery. Please note this option is not available to all UK postcodes, click here for more information.
- Parcelforce Next Working Day - £6.00
- Parcelforce Next Working Day by 9:00 AM - £16.00
- Parcelforce Next Working Day by 10.00 AM - £14.00
- Parcelforce Next Working Day AM - £9.00
These delivery options are only available to customers outside the UK and require a signature upon delivery. Airmail deliveries will require a signature whereas Airsure shipments do not.
- Royal Mail AirMail (International) - £10.00
- Royal Mail Airsure (International) - £11.00
This delivery option is only available to customers in specific countries within the European Union . A signature is required upon delivery and the shipment is trackable online.
- Parcelforce Euro 48 - Price depends on location
This delivery option is only available to customers in specific countries worldwide but is the most secure and reliable service for international shipments . A signature is required upon delivery and the shipment is trackable online via the FedEx website.
- FedEx International Priority - Price depends on location
When will my order be delivered?
Delivery time depends on the service that is selected and the country that the goods are being shipped to. Please contact us if you exact information on when you can expect your order and we will be happy get back to you.
If you order a product that is delivered electronically then you will receive instructions to download your purchase immediately after the order has been completed.
The item I want to order is out of stock, when will you get another delivery?
Any item that is out of stock is most likely already on order and will be with us within 5 working days. You have the option to enter your enter e-mail address on the product page so you will be notified when it comes back into stock. However if you want to purchase an item that has been out of stock for a long period then please contact us for an ETA.
My order is flagged as shipped but has not yet arrived, what can I do?
If a delivery is taking longer than you expected please contact us and we will track the parcel for you. As a guide, delivery in the UK via Royal Mail is usually up to 3 working days, Parcelforce in the UK is next day, Europe delivery is 2-4 days with International shipments taking a llittle longer but these are only approximate and shipments can be faster or slower.
Can I have my order shipped to another address?
If this is your first order with Time+Space, we will need to ship the order to the address where the payment method is registered to. Once an order has been sucessfully placed, any future orders can of course be delivered to an alternative address. You have the option to enter a delivery address during the checkout process.
I want to return a product, is this possible?
With all the products we sell, if you have a faulty item then please contact our technical support department. If necessary we will arrange for the product to be collected from you so it can be tested and replaced as soon as possible.
We are unable to accept returns of sample libary products unless they are faulty, as the license agreement you have with the producer is non-exchangeable and non-refundable so please make sure you are sure before you go ahead and purchase. Virtual Instrument products can only be returned if the product has not been registered with the supplier. Please make sure you make full use of trial versions so you can evaluate the software before purchasing.
Please note that we are unable to accept cancellation or returns for digital items once the downloading of those items have started.
We are also unable to accept returns of microphones unless faulty because of the personal nature of their use.
Any other hardware products can be returned within 14 days as part of the ´cooling off´ period in UK distance selling regulations. If you wish to return a product please call us to request a returns authorisation number. Packages without an RMA will not be accepted
How can I pay?
Our online store accepts payments via credit card using the Barclays ePDQ payment system.
You can also pay by bank transfer, postal order and cheque. Please contact us first with your personal details, we will create the order on our system and supply you with a reference number. You can complete the payment quoting the number that you have been given, this will ensure that your order is shipped quickly.
Do I have to pay VAT?
Value Added Tax or VAT is only charged on orders placed from countries within the EU community, this tax does not apply to any countries outside EU member states. However, there are areas inside Europe that do not have to pay VAT, if you are placing an order from one of these places then please be assured that VAT will not be charged.
We charge VAT based on the current UK rate.
What if I have a VAT number?
If you have a valid VAT number then please supply this when you place your order - there is a ´VAT Number´ field in the checkout process . Once the number has been successfully verified we will refund any VAT that has been charged although the minimum refund amount is 5 GBP.
In the case of Sample Libraries and Virtual instruments, what exactly am I actually purchasing?
When you purchase a Sample Library or Virtual Instrument, you are not obtaining ownership of the sounds - you are in fact purchasing a license to use the sounds within your musical compositions and this whether or not your compositions are released commercially. The original producer of the sounds will always remain the owner of the sounds.
How can I use the sounds?
You may use the sounds in combination with other sounds in your musical compositions. You may release such compositions commercially without the payment of any further fees or royalties for such usage. For example, if you are the original purchaser of a sample library, and you used sounds from it to create the soundtrack of a television commercial, simply by combining a drum loop sample with a guitar loop sample, and the TV advert was broadcast hundreds of times, you would keep all the royalties that the advert earns you, because you will have already purchased a license to use the sounds commercially.
You cannot use the sounds in isolation (i.e. when not within musical compositions) as part of a commercially released project.
You also cannot use the sounds to create your own Sample Library or Virtual Instrument.
Can I use the product I have purchased to produce ´Library Music´?
In most cases this usage is allowed although there are a few companies that don´t allow their products to be used for this purpose. If you are specifically purchasing items for the purpose please contact us ensure this kind of usage is allowed.
Who else can use the sounds from the product that I purchased?
Nobody, unless they also purchased the same product from brand new. Only the original purchaser has the right to use the sounds commercially. This means that you are not able to sell or give the sounds to anyone else. If you do, and they use the sounds within a commercial release, they will have to pay royalties to the original producer of the sounds for their usage. You will also have broken the law.
Do I have to credit my use of the sounds on my album sleeve, etc?
This is not always essential, but of course it would be appreciated.
How can I manage my account?
To vist your account page you will need to click the ´Login´ link on the top navigation bar and enter your details. If you don´t have an account you will we be taken through the steps to set one up.
What if I have forgotten my password?
When you click the ´My Account´ link there is a link called ´Forgotten Your Password?´, click this and then enter your e-mail address and your password will be e-mailed to you.
Why do I need an account?
The biggest advantage is all your details will be saved, so when you come to place an order the process will be quicker and easier. Once you have an account you can amend your details and also view your past orders. If you have placed orders for products that have been electronically delivered you will find links to re-download if necessary. The status of current orders can be checked too so you can keep informed on the progress of your order.