Using the Site
Are my login details the same as my Erasure Information Service login details?
No, this is a completely different platform to the EIS forum and any previous Erasure online shops. You will need to register your details with this site as a new user.
How do I view items within different categories?
To view by category, click through the products navigation tree in the top left hand corner of the page. Items that were originally available on tour (as shown within the 'Tours' category) will also be shown in the main categories.
How do I change the shop currency as I'm outside the UK?
Select the 'International' link within the top menu bar to change the currency. Pound Sterling (£), US Dollar ($) and Euro (€) can be selected. Note that currencies will be converted back to Pounds Sterling at the point of payment.
Placing An Order
How do I place an order on-line?
Add any items you wish to purchase to My Shopping Cart by clicking the Add to Cart button displayed at the bottom of each item description.
When you have finished selecting all the items you wish to purchase, click the Checkout button. Here you will be asked to register (or use your existing logon if already registered), enter Billing/Shipping details, select a shipping and payment method and confirm the order.
What happens after I place an order?
Upon placement of an order you will get an email confirmation from Lexer Music confirming the details of the order placed. You will also get emails from PayPal confirming the payment. You will receive an additional email from Lexer Music once the order has been shipped to confirm that the order is complete.
Although orders (particularly in the UK) should arrive within a few days of dispatch please allow at least 15 working days (within the UK) and 25 working days (worldwide) for delivery.
Note that if a pre-order item is included in your order then all items will be dispatched at the same time since we are unable to split orders. Please raise separate orders for items you want dispatching independently.
How do I track my order?
To check the status of your order, login to your user account and click My Orders under My Profile. The Order Status will either show as Process, Cancelled or Complete as appropriate. Pre-orders will show as status Backorder.
Can I cancel or amend an order?
You can cancel an order prior to dispatch by replying to your email order acknowledgement with the email title changed to 'cancel order'. In the event of an amendment to your order that requires no charge adjustment (e.g. changing a T-Shirt size), then the email title should be 'amend order' with the appropriate details specified within the email.
If the order has already been dispatched then you are entitled to a refund within 7 days of purchase in line with your statutory rights, however the postage and packaging charges will not be refunded.
Where do I send returns?
If any item is found to be damaged or faulty on receipt then please return to the address on the Contact Us page for a full replacement.
Packages that are returned to us from the Post Office due to non collection will be re-posted on re-payment of the relevant postage charge. If the non-collection is down to our error then we will re-post free of charge.
Can I place an order by post or phone?
If you wish to place an order by post (paying by cheque, postal order or sterling international bankers draft) then please post order details and payment to the address quoted above.
You can also place an order by phone using the support number given in the Contact Us section of this site. We will enter your details onto the system and take payment in exactly the same way as would be the case if you'd placed the order by yourself online.
Payment
What payment options are accepted?
The following payment methods are accepted:
- PayPal (plus credit/debit card payments)
- UK Cheques
- UK Postal Orders
- Sterling International Bankers Drafts
Paypal supports the following credit/debit cards:
- MasterCard
- Maestro
- Visa
- Visa Electron
- American Express
- Solo
Note: You do not need a PayPal account to make payment, just select the one-off payment option under Don't have a paypal account? on the initial PayPal page. This will enable you to use your credit/debit card for a single payment.
UK Cheques, Poster Orders and International Bankers Drafts are also accepted, see Can I place an order by post or phone? for details.
Do the prices include VAT?
VAT is incurred on purchases via Lexer Music. VAT is included in all prices displayed. Everyone pays the same price, we simply 'absorb' any VAT charges that we have to hand over to the IR for orders within the UK and Europe.
Postage & Shipping
How soon will my order be dispatched?
We aim to dispatch normally within a day or two and at worst within 7 working days of receipt of cleared payment. What constitutes cleared payment is defined as follows:
You will not be informed by email when your payment clears, only when the order is completed (dispatched).
What are the postage & packaging charges?
The following packet shipping options are available, depending upon territory:
UK
- Second Class (up to 1kg)
- First Class (up to 4kg)
Europe & Worldwide
Note that international order over 2kg will generally be split into separate packages - this works out significantly more inexpensive than other single package options available.
Delivery charges are made up of Postage by Package Weight as specified by Royal Mail (including VAT where appropriate). UK Signed For and International Signed For options are displayed during the checkout process.
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