FAQ

Orders to the mainland UK are shipped 1st Class. Royal Mail aim to deliver this the next working day but we advise allowing up to 20 days for your delivery to arrive.
Royal Mail aim to deliver orders to European destinations within three working days and worldwide within five. Again, we strongly recommend allowing up to 20 days for your delivery to arrive.

If your order was placed less than 20 days ago please allow a little more time. It takes up to five days for your order to be processed and may take up to a further 10 working days for delivery via Royal Mail.

If your order was placed more than 20 days ago please contact customer services at shop@katebush.com who will be able to help.

You can check the status of your order in your KateBush.com account profile. You will need to login to access this.

When you opt for your preferred delivery method, before you checkout online, the delivery options will state whether or not your chosen method requires a signature.

If they have not been able to make your delivery our Royal Mail courier will leave a card to let you know they called. You will then need to make arrangements to collect your delivery as advised by Royal Mail.

You cannot change the delivery address of your order if you have already received the email informing you that your item has been despatched, as it is already underway.
If you have not received this email it may be possible to change your delivery address. Please contact shop@katebush.com who will be able to help.

Yes. We deliver worldwide. Please be aware that deliveries outside of UK may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. It is your responsibility to pay these fees if they are incurred.

If you are unsatisfied with your order when it arrives you may return it to us.
You must inform us in writing within seven days of receiving the item (with the first day being the day you received it) by sending an email to shop@katebush.com, or via post sent to:

KateBush.com - Shop
Meads, Leengate
Nottingham
Nottinghamshire
NG7 2GB

Your order must be in the same condition in which you received it.
We will refund you the full cost of the product and the cost of sending the item to you, however you will be responsible for the cost of returning the item to us.
Please note this does not apply to digital products, or to products made to your specifications, or which have been clearly personalised.

In the unfortunate event that your order is faulty when it arrives you must notify us writing with 10 working days of the delivery of your order. We will send you a Freepost return label for the items so that you can send your order back to us.
As soon as we receive your retuned item we will inspect it and if required will send a replacement to you free of charge.

Please send you item to:

KateBush.com - Shop
Meads, Leengate
Nottingham
Nottinghamshire
NG7 2GB

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference.

Please allow 30 working days for your parcel to reach us and for your account to be credited with your refund.

Please contact shop@katebush.com who will be able to help.

You will have to pay for the cost of sending us your returned item. If the item is faulty or has been received in error we will send you a Freepost bag which you can send your item to us in.

Please contact Customer Services on shop@katebush.com who will be able to help.

Please visit this page for our Website Terms and Conditions of Supply: http://www.katebush.com/general-terms-and-conditions

Please visit this page for specific questions about our Download Products: http://www.katebush.com/downloads-faq

Please ensure that you are logged into the site by going to: http://www.katebush.com/user

Once logged in you will need to click on the "Files" link in your account.

From here you will see a table containing a list of all your previous download purchases.

Now click on the file name of the song you wish to download.

Once you have clicked on the file name of the song you want to download, your browser will ask you whether you wish to 'Open' or 'Save' the file.

Select 'Save' and click 'OK'.

At this point your browser will either download the song to your pre-designated download folder or ask you where you wish to save the song.  Either select a destination folder and click 'OK' or allow the download to commence in your pre-designated download folder.  It is recommended that you make a note of where you download will be saved on your computer so you can find it easily when required.

Once you have clicked on the file name of the song you wish to download, your browser will ask you whether you wish to 'Open' or 'Save' the file.

Select 'Save' and click 'OK'.

At this point your browser will either download the song to your pre-designated download folder or ask you where you wish to save the song.  Either select a destination folder and click 'OK' or allow the download to commence in your pre-designated download folder.  It is recommended that you make a note of where you download will be saved on your computer so you can find it easily when required.

This will depend on the type of media player you use on your computer.  All downloads from KateBush.com are in .wav format which is supported by over 90% of media players currently available.  Many media players will allow you to add your downloaded songs to the media library by using ‘copy’ and ‘paste’ commands:

You may also find that dragging the song over your media library will add it to your collection.

The most common pieces of software used for playing back audio and creating media libraries are iTunes (Mac & PC) and Window Media Player (PC only).  Please click here to view the full iTunes FAQ.  Please click here to view the full Windows Media Player FAQ.

If you still experience problems we recommend utilising the ‘help’ documentation for your specific media player.  This can often be found in the top right of the menu bar in your player or by searching the internet for the name of your player followed by the word ‘help’.

This will depend on the type of MP3 player you have.  All downloads from KateBush.com are in .wav format which is supported by over 90% of software media players currently available on the market.  It is possible to convert these files into .mp3 using freely available software such as iTunes or Windows Media Player.  Apple iPods, iPads, iPhones and Microsoft’s Zune player all support the playback of .wav files by default and over 99% of other players will support a converted .mp3 file. The majority of MP3 players come with software to enable users to transfer their media to their personal player.  The most common pieces of software used for transferring songs to personal players are iTunes (Mac & PC) and Window Media Player (PC only).  Please click here to view the full iTunes FAQ.  Please click here to view the full Windows Media Player FAQ.

If you still experience problems we recommend utilising the ‘help’ documentation for your specific MP3 player.  This can often be found in the packaging that your MP3 player originally came in or in the top right of the menu bar of the software that accompanies your MP3 player.   You can also search for help with your specific MP3 player by searching the internet for the name of your MP3 player followed by the word ‘help’.

All audio files have been encoded to the highest possible quality and require up to 104 times the amount data in comparison to an average .mp3 file.  The intention is to be able supply customers with a file encoded to such a standard that it is capable of reproducing the exact sound established when mixing the song in the studio.  KateBush.com only recommends downloading purchased songs using a DSL, Cable or Fibre optic internet connection.  It is not recommended that you download purchased tracks using mobile devices as you are likely to exceed your download cap and could be subject to additional charges.  You should verify these details with your mobile service provider before attempting to download purchases on a mobile device.

Please do not use any download acceleration feature to download the file, or you may lock yourself out of the download.

All audio files have been encoded to the highest possible quality and require up to 104 times the amount data in comparison to an average .mp3 file.  The intention is to be able supply customers with a file encoded to such a standard that it is capable of reproducing the exact sound established when mixing the song in the studio.  KateBush.com only recommends downloading purchased songs using a DSL, Cable or Fibre optic internet connection.  It is not recommended that you download purchased tracks using mobile devices as you are likely to exceed your download cap and could be subject to additional charges.  You should verify these details with your mobile service provider before attempting to download purchases on a mobile device.

Please do not use any download acceleration feature to download the file, or you may lock yourself out of the download.

By default all downloads are limited to a maximum of 10.  This means that, providing you are logged in and have permission, you may download your purchase up to 10 times to any machine, in any location.  If for some reason your download fails please log into your account by going to: http://www.katebush.com/user

Once logged in you will need to click on the "Files" link in your account.

From here you will see a table containing a list of all your previous download purchases. 

Now click on the file name of the song you wish to download.

Once you have clicked on the file name of the song you wish to download, your browser will ask you whether you want to 'Open' or 'Save' the file.

Select 'Save' and click 'OK'.

At this point your browser will either download the song to your pre-designated download folder or ask you where you wish to save the song.  Either select a destination folder and click 'OK' or allow the download to commence in your pre-designated download folder.  It is recommended that you make a note of where you download will be saved on your computer so you can find it easily when required.

In the rare circumstance that your download is unsuccessful within 10 attempts please contact the shop admin here (shop@katebush.com) and we will review the issue.

Please do not use any download acceleration feature to download the file, or you may lock yourself out of the download.

Once your download is complete the song file will be located in whichever folder you decided to save it in.

Many internet browsers have a default download location and you will be able to establish where this is by checking the settings in your browser.  If you have a default download location configured then it is likely that any downloaded songs will be in this folder.

Other users will have their browsers configured to ask them where they would like to save the file each time they start a download.  If this is the case then you will find the song in the folder you selected when you originally started the download.

If you still cannot locate your downloaded files we would recommend searching your computer for the file name of the song you are trying to locate.  You can establish what the file name of the song you are looking for is by going to: http://www.katebush.com/user and logging in.  

Once logged in you will need to click on the "Files" link in your account. 

From here you will see a table containing a list of all your previous download purchases.  The second column in the table displays the file name of each download and this is what you will need to search your computer for.

Make an exact note of the file name (ensuring that you pay attention to spaces, as well as upper and lower case characters) and select one of the following options depending on what type of computer your are using:
1.    Search for files in Mac OS (http://support.apple.com/kb/HT2350)
2.    Search for files in Windows (http://windows.microsoft.com/en-GB/windows-vista/Find-a-file-or-folder)
3.    Search for files in Linux/Unix (http://www.computerhope.com/issues/ch000623.htm)