FAQ
FAQ
How do I place an order?
Placing an order couldn't be easier.
1. Select the category from the right column, or from the main Shop section.
2. Use the upper or lower pagination links to view other categories in the ship.
3. Click on the product you would like to view in greater detail, or, if you don't need to know any more you can simply click on the 'Add to cart' button beneath your chosen item. Some items will require that you make an attribute selection i.e. colour, size, format, etc.
4. By clicking on 'Add to cart' your chosen item will be added to the basket.
5. When you have finished shopping click on Checkout to start the check out process and follow the instructions.
Why do I need to register to Shop?
Registering your details on KateBush.com with us helps us to make the ordering process as quick and easy as possible for you and also allows you to keep track of your orders online in your account profile.
By registering, will I automatically receive marketing emails from you?
No, not unless you sign up to KateBush.com News. If you do decide to sign up, you can unsubscribe from the mailing list at any time. This can be done in your account profile page.
By registering, will you pass my details on to any other companies?
No, we will not pass your details on to other companies unless you tick the relevant boxes in your profile.
What do I do if I have forgotten my password?
You can request a new password by clicking here.
What do I do if my password doesn't work?
If your password isn't working please contact admin@katebush.com.
How secure is your website?
As safe as it possibly can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.
Why has my card been declined?
Your bank will be able to let you know why your card has been declined.
What payment methods do you accept?
We accept MasterCard, Visa, Maestro, Solo and Visa Debit or Connect.
What is your exchange rate for overseas orders?
We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.
Can I add an item to my order after I have placed my order?
Unfortunately not, you will need to place a separate order for anything else that you want to buy.
How do I check the status of my order?
You can check the status of your order in your KateBush.com profile and clicking on the Orders tab. You will need to login to do this.
I live abroad, how do I claim back VAT on my purchase?
If you live in a country where you are exempt from VAT you will not have paid VAT on your order. VAT is only added to orders from countries where it is applicable and deducted from countries where it is not.
What do I do if there is a problem with my order?
Please contact out Customer Services team via email at shop@katebush.com for help with any problems.
Can I order from overseas?
Yes.
Can I find out if you will be getting replacement stock on items that have sold out?
Some of the items on our website are popular and do sell out quickly. Unfortunately we are unable to tell you if we will be getting more of a particular item but it's worth checking back regularly.
I have received an incorrect item in my order, what do I do?
We try to get your order right every time, but in the event that we've made a mistake please contact us at: shop@katebush.com
The item I want is out of stock online, can I order it any other way?
If an item is out of stock you will unfortunately not be able to order it.
Can I order items from your website that are not currently in stock?
No, you can't. But please check back regularly as the item you're after may be re-stocked.
Is there an age limit?
You must be 18 years or over to shop at KateBush.com. If you are younger you may shop but only with the consent of a guardian or parent.
FAQ
How long will my order take to arrive?
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.
I've still not received my order, where is it?
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.
How do I check the status of my order?
You can check the status of your order in your KateBush.com account profile. You will need to login to access this.
Do I need to sign for my delivery?
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.
What happens if you deliver whilst I am out?
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.
Can I change the delivery address for my order?
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.
Do you deliver overseas?
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.
FAQ
What is your Returns policy for internet purchases?
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.
I have received my order and it is faulty.
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.
How do I return an item to you by post?
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.
I returned my order, how long will my refund take?
Please allow 30 working days for your parcel to reach us and for your account to be credited with your refund.
What do I do if there is a problem with my return?
Please contact shop@katebush.com who will be able to help.
Do I have to pay for returns?
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.
I bought an item online but it is now faulty, what can I do?
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
FAQ
Where can I download my songs?
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.
How can I save a song to my computer?
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.
How can I add a song to my music library?
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.
PC Drag files fig. 1 – locate the file you have downloaded, click the left mouse button on the file and continue to hold the left mouse button
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’.
How can I add a song to my MP3 player?
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’.
Why is my download taking so long?
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.
Why is the file so big?
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.
What can I do if my download doesn't complete?
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.
Where can I find my 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)