Customer Service Topics (Quick-Links)
Ordering and Shipping
How can I place an order with Time+Space?
There are many ordering options but if you have a credit card or a PayPal account 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, you will receive a confirmation e-mail and a Dispatch e-mail with any download links will be e-mailed to you.
Alternatively, you can order by calling our sales team on +44 (0)1837 55200 between 9am - 5pm, Mon-Fri. We will happily guide you through the ordering process and it would be our pleasure to answer any questions you have regarding any aspect of our products. To order over the phone we will need your debit/credit card details to pay for your order or alternatively we can give you the details to pay by bank transfer.
If you are ordering on behalf of an educational establishment you need to fax an official purchase order to gain the Educational discount 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;
• Royal Mail 1st Class - £3.50 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.
These Parcelforce 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 Following Royal Mail options are only available to customers outside the UK. Airmail deliveries will require a signature whereas Airsure shipments do not.
Royal Mail AirMail (International) - £10.00
Royal Mail Airsure (International) - £11.00
This Parcelforce 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
The Fedex 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, size and weight.
When will my order be delivered?
Orders are generally shipped same day if the order is received before 3pm. Delivery time depends on the service that is selected and the country that the goods are being shipped to. Please contact us if you require exact information on when you can expect your order and we will be more than happy to respond.
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. Please contact us straight away if you don ́t get this e-mail from us.
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 e-mail address on the product page so you will be notified when we receive more 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 little 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 successfully delivered, 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.
Please note if you are paying by Pay4Later Finance, your order can only be delivered to the address on your application form.
I want to return a product, is this possible?
We are unable to accept returns of sample library products that have been opened 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 certain before you purchase. Software based products can only be returned if the product has not already been opened or registered with the supplier. Please make sure you make full use of trial versions so you can evaluate the software before purchasing.
In the unlikely event you have a faulty item then please contact our technical support department for a return merchandise authorisation number (RMA). Packages without an RMA will not be accepted.
We will replace any product found to be defective on delivery, immediately at our cost. However, we cannot accept returns for any other reason. If you are in any doubt as to the suitability of the product you are ordering, please listen to or watch a demo of the product on this website or contact <firstname.lastname@example.org> to discuss further BEFORE you order.
Please note that we are unable to accept cancellation or returns for digital items once the downloading of those items have started.
Due to the nature of non-physical downloads and serial number registered products, once a product has been downloaded or registered, we have no way to verify that the product has then been removed from your system, we therefore cannot accept any returns.
In the rare occasion where there is a Digital product defect, a delivery failure or a compatibility issue please contact our technical support department. If it cannot be resolved by our support department then a refund or alternative will be offered. Please see Your Rights to Cancel below for more details.
How can I pay?
Our online store accepts payments in Pounds Sterling, Euros or US Dollars made using major credit and debit cards and PayPal.
Please note when you choose to pay via credit or debit card you will be given the option to store your card details for future orders.
You can also pay by Bank transfer, postal order or 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 will be 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 for Boxed products and at the customer country rate for Digital products.
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 is 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 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; you will have developed the sounds you have already purchased a license to use, 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 this purpose and are not clear, please contact us to ensure this kind of usage is allowed for the specific product.
Who else can use the sounds from the product that I purchased?
Nobody, unless they also purchased a brand new copy of the same product. 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 visit 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.
If you are a consumer, you have a legal right to cancel a Contract during the period set out in clause 9.3 of the Time+Space Terms and Conditions. This means that if you change your mind or for any other reason and you decide you do not want to keep a Product during the cancellation period, you can notify us of your decision to cancel the Contract and receive a refund. You do not have to give us a reason for exercising your right to cancel during the period set out in clause 9.3 of the Time+Space Terms and Conditions. Advice about your legal right to cancel the Contract is available from your local Citizens ́ Advice Bureau or Trading Standards office.
9.2. However, this cancellation right does not apply in the case of:
9.2.1. any Products that are made to your specification and/or which are clearly personalised or
9.2.2. any Products that comprise sealed audio or video recordings or sealed computer software
(i.e. Hard Copy Media), where such Products are unsealed after delivery;;
9.2.3. any Products which become mixed inseparably with other items after their delivery to you;;;; or
9.2.4. any Products that comprise digital content not on a tangible medium (i.e. Digital Products), where the supply of such Products has begun.
If you believe your claim abides to the above conditions, please click below to download the Cancellation Form, which must be signed and returned.
CANCELLATION FORM EXAMPLE
This notice has been provided to you because if (and only if) you are a "consumer" and you have entered into a "distance contract" with Time + Space Distribution Limited (as those terms are described in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Regulations")), then you have a statutory right to cancel your contract with us.
You have the right to cancel this contract without giving any reason. The cancellation period will expire after 14 days from the date of the conclusion of the contract (see clause 9).
To exercise this right you must inform us (i.e. Time + Space Distribution Limited at Unit 7A, Cranmere Road, Exeter Road Industrial Estate, Okehampton, EX20 1UE, telephone number +44 (0) 1837 55200, or email@example.com of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email). You may use the cancellation form below, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Below is the cancellation form referred to in clause 9.4 of our Terms and Conditions of Sale:
For further information on your right to cancel a Contract, how to use this form and the effects of cancellation, please refer to see clause 9 of our Terms and Conditions.
To: Time + Space Distribution Limited Unit 7A, Cranmere Road, Exeter Road Industrial Estate, Okehampton,
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following Products [*],
Ordered on [INSERT DATE], ....................................................
Order number: [INSERT ORDER NUMBER], .........................................................
Name of consumer(s): [INSERT NAME], ...............................................................
Address of consumer(s): [INSERT ADDRESS], ......................................................
Signature of consumer(s) (only if this form is notified on paper):
Date: [INSERT DATE], ....................................
([*] = Delete as appropriate.)