Frequently Asked Questions
I can't find the product that I am looking for, does that mean you don't have it?
No, not necessarily. Use our search/advanced search tool. If you still can't find what you're looking for, just email email@example.com. If we have it we'll tell you how to find it.
What are the different product types displayed on the website?
We offer you a variety of products in different formats (physical goods and digital downloads). To learn more about them please visit Our products.
How do I add products to my shopping cart?
You can put any product you like to receive into your shopping cart by clicking the "Add to cart" button that you will find near the product description. Change the number beside it if you wish to buy more than one copy of the product. Keep on browsing and adding items to your shopping cart. The number inside the shopping cart icon in the top right corner indicates the number of items in your shopping cart.
How do I change items in my shopping cart?
You can access your shopping cart by clicking on the number in the shopping cart icon in the top right corner. In the page you will see after clicking, you can change the number of individual items or delete them entirely.
How do I proceed to checkout?
You have to accept our terms and conditions before you proceed to checkout. Do so by ticking the box beside "I agree with the Terms of Sale". Next click on the "Checkout" button in your shopping cart. Hint: If you want to receive information about our products regularly (3-4 times / year) you may also tick the appropriate box.
I am having problems with the checkout, what can I do?
If you keep running into problems please contact
firstname.lastname@example.org to get advice. It helps when you describe the
problem including the products you wanted to buy and also mention the
date and time you tried to send the order.
I successfully bought my products, how do I receive them?
This depends on the type of products you have bought. After the
checkout process you'll see a page that gives you an overview of your
order. Here you can access all your digital downloads by clicking the
"Download" button. All your physical products will be sent to your
designated delivery address.
How will I be updated about the order process?
We will send you an order confirmation as soon as we've received your
order. This e-mail also contains a link to your download page. You
will also be informed via e-mail when the order is being processed and
shipped to you. If you want to check the current state your order is at
you can also go back to the order confirmation page.
What are the benefits of an account with scotlandsmusic.com?
We don't require you to set up an account with scotlandsmusic.com at
any time. However, if you are a returing customer or you want to be
able to permanently access your downloads and your order history we
recommend you to do so. As an registered user you will also be able to
store your address in our database to help you check out more quickly
What does the "MyAccount" page offer?
On this page you can manage your personal address book which helps
you choosing your address details more quickly the next time you want to
order something. On this page you can also change your password and
review your past orders.
Payments & Transactions
Do I have to pay VAT on the products?
You do not have to pay VAT (Value Added Tax) or any other tax on any music books purchased from scotlandsmusic.com. VAT on other items is already included in the price, but may be deducted if you are not a resident of the European Union. You can check the VAT amount of your order before your purchase.
I am seeing a Transaction fee in my shopping cart, what is this?
In the past we restricted checkout for orders below £ 6.00 due to cost efficiency on our side. Following many requests we changed this so that you can checkout even if your shopping cart value is below £6.00; please understand that we need to charge this fee to cover these costs. As soon as your shopping cart is worth more than £6.00 the fee is automatically removed, so you may choose to continue browsing the website for more products.
What are the means of payment I can use?
Currently we support all major credit cards, except American Express. Since we are offering instant downloads we need to rely on instant payments. If you want to use other payment methods please contact email@example.com and we'll be happy to arrange your request.
How much is the postage for physical products?
This depends on where you want the products to be delivered as well as the size and weight of the products. The postage is calculated on the checkout page and you can review it before your purchase.
How do I get an invoice or receipt for my order?
You can go to your order confirmation page and print a copy of your order summary if you need something for your records.
My order has gone wrong, can I get a refund?
We cannot give you a refund for your digital products. However, if
you placed an order for physical products and we have not yet processed
it, you can still cancel the order. Please contact
firstname.lastname@example.org as soon as possible. If you still feel
eligable for a refund please contact the sales department using the
e-mail address stated above. If your order has not gone through, or has
been declined, then you will not be charged for it. If you have made a
duplicate order by mistake, email email@example.com and we will
cancel it for you
Why can I not access the website sales/payment page?
If you use internet Explorer or other browsers and you can't access
the purchasing section, then try using Firefox as your browser.
Downloads and DVDs
What do the "Download", "Create zip-file" and "Download all" buttons in the order receipt stand for?
If you bought digital products you can download them instantly after your purchase. You can click the download button beside each item to download it individually. Additionally you'll find a button "create zip-file" that wraps all your downloads in the products into a single zip-package. This saves you from downloading each item individually. You can also use the "Download all" at the end of the products list to download all your items at once. Depending on the file sizes it might take a while for the download to start. Please be patient.
I can't receive my downloads, what can I do?
If you are experiencing difficulties when downloading our products, please try to download the items individually, as explained above. If the problem persists please contact firstname.lastname@example.org and explain your problems. We will be able to send you your files via e-mail.
Why will my video not play on my computer/device?
Our videos are flash movies and will work on most computers except for iPad or iPhones. You need to download Adobe Flash Reader to be able to view. If you still have problems with playing the videos, you can download a media player "Media Player Classic" which will play these .flv files.
The link to my order confirmation page is only valid for 24 hours, why is this?
We want to protect our digital assets from unauthorized downloading, that is why you can only access them with a public link for 24 hours. However, if you want to access this page after 24 hours, simply create a account using the "Remember me" button provided. You will find that we've optimized that process for your convenience and you'll have an account within seconds.
Why can't I hear the audio samples?
The product pages for some of our videos and DVDs, and sheet music books which include CDs, feature audio samples to allow you to hear a bit before you buy. In order for them to run you should have browser that supports HTML5 or the free Adobe flash player.
Why does my DVD not work?
We have DVDs in different formats. If you ordered an ordinary video
DVD we sent you a DVD in European PAL format and/or normal North
American (NTSC) video format. If you bought a DVD Rom it can only run on
a computer (supported are MACs, PCs and Unix operating systems). If
the DVD won't play contact email@example.com for a refund.
Managing My Account
What can I do when I lost my password?
Please use the "Forgot password" link on the Login page to receive a
new password. If the problem persists please contact
How do I close my account?
Please send an e-mail to firstname.lastname@example.org with your request and we'll be happy to assist.
I want to unsubscribe from the newsletter, what do I have to do?
To remove an email address from our mailing list, you can use the link at the bottom of the last newsletter you received.
How do I change my e-mail address for the newsletter?
If your email address has changed, unsubscribe your old address as above, then add your new email address using the Subscribes on the site. Alternatively, you can email email@example.com with your new details, and we will update our records.
I can't see the previous order or log in to the website?
Perhaps you have tried to use the wrong password. Use the 'Forgot password" to create a new one.
Click on the link in the confirmation e-mail and then create a new
account. The order confirmation e-mail describes what to do to access
the downloads after 24 hours have expired. You can then go back to your
last order and make a new account.
Order Delivery Problems
My order hasn't arrived, what can I do?
Check your order status page (you will need to have an account on the website which you can still create). If it says "Shipped on" then we have sent it out - check with your local sorting office to see if they have it. If it says Processing then we may be waiting for more stock - email firstname.lastname@example.org to find out. Please also note the estimated delivery times for mailing within the U.K. and overseas. The standard delivery within the UK is 2nd class or parcel 48. Overseas is normally sent airmail.
Why have I only received part of an order?
We are waiting for more copies of one of the titles you ordered. We have sent you most of your order, and will send the rest on as soon as it arrives. If that is the case we will have informed you prior to any action.