Q:
How do I use the store?
A:
When you find the product you wish to buy in the shop, click the 'Add to Basket' button. Each time you add a product to the basket, it will increase the amount of products in your basket as well as the total cost. Once you have selected everything you would like to purchase, please click 'Checkout'. This will prompt you to review your order.
You can remove items from the Checkout page that you no longer want by pressing the 'X' icon found to the left of each product image. When you are happy with your order summary, click 'Continue' to enter your billing and shipping address if necessary, then click 'Continue' to proceed to payment options. Once you have entered your payment details, or selected Paypal, click 'Continue'. To purchase all the products in your basket, please click 'Confirm Order'. Payment will then be taken from your account, unless you have selected Paypal, where you will be redirected to Paypal. Finally, you will be taken to a download page where you can redeem your downloads.
Q:
Is ordering from the Internet safe and secure?
A:
Generally, it is just as safe to order online as it is to pay using your credit or debit card in a store.
Q:
How safe is the store?
A:
The my bloody valentine checkout page uses Secure Socket Layers (SSL) to encrypt secure pages. We take security very seriously and have a PCI DSS compliant fraud prevention system, which ensures the security of our customers and their details. my bloody valentine will never email you asking for your account password or any of your bank account details under any circumstances. If you receive unsolicited mail which asks for your my bloody valentine password or details, ignore the request and report the communication to your email provider as well as contacting us at
support@mybloodyvalentine.org
Q:
The my bloody valentine store isn’t displaying correctly in my browser.
A:
Please check that you are using the latest version of your browser.
Q:
How accurate are the product images on the site?
A:
We work hard to make sure that the images on the site reflect the real products. Unfortunately, colour variations are inevitable when viewing online content.
Q:
I have found a bug in your website, who do I send my feedback to?
Q:
How do I use the 'Share' buttons?
A:
The 'Share' buttons enable you to share and send the selected page to friends via email and social networks such as Facebook, Myspace, twitter etc.
Q:
What is ‘Gift to a Friend’ and how do I use it?
A:
This feature allows you to purchase product(s) for a friend. When using 'Gift to a Friend' the whole contents of the basket will be sent as a gift.
Select your product, quantity and format, then select ‘Gift to a Friend’ and fill in the required information.
To purchase something for yourself you will be required to make a separate transaction.
Q:
Can I hear the music before I decide to buy it?
A:
If there are play buttons alongside the tracks in the release product pages in the online store, then you can listen to the music. The music player is created in Flash in order to play track samples quickly and efficiently, so you will need to have the latest version of Macromedia Flash.
Q:
I add my product (s) to basket but when I get to the checkout, it says my basket is empty.
A:
This is most likely to do with the particular connection you are using, meaning there is a chance that you have what is called a 'roaming IP Address' as opposed to a 'fixed/static IP address'. Therefore your IP address may be changing every now and again, which would interfere with the system's usability for a very small number of cases.
To resolve this, try to visit the site again using an alternative internet connection - ideally from a fixed line broadband connection as opposed to a 3G/4G/EDGE or similar mobile connection.
Q:
What information do I need to provide when creating an account to register with this website and online store?
A:
You will need to provide the following mandatory information when creating an account to register with this website and online store: First Name; Email Address; Password. However, the more information you can provide us with, then easier and quicker it will be for us to identify and respond to any queries you may have.
Q:
How do I sign up to the website and online store?
A:
You can sign up at any point during your visit to the my bloody valentine store by clicking the ‘My Account/Sign Up’ button in the top right hand corner of every page and completing the registration form.
Q:
I have not received my registration confirmation email?
A:
If you have not received your registration email, please check your Junk email/Spam filter. If it is not there, please also check that you have registered with your correct email address. You can do this by logging in to your account and proceeding to ‘My Account’, then ‘Edit Details’. If you are still having problems please email
support@mybloodyvalentine.org
Q:
I have forgotten my password?
A:
If you have forgotten your password please proceed to the My Acount /Sign up page and then select the forgot password link which can be found underneath the sign in box.
Q:
I have forgotten which email address I registered with, what should I do?
A:
Please check all your email accounts and look through your previous emails to see if you can find your registration email. If you still do not know which email account you used, please contact
support@mybloodyvalentine.org with a request for your login details. You will need to provide your name and address for verification before a member of the support team can provide any account information to you.
Q:
I have forgotten both my password and the email address I registered with, what should I do?
A:
Please check all your email accounts and look through your previous emails to see if you can find your registration email. If you still cannot work out which email account you used you will need to contact
support@mybloodyvalentine.org with a request for your login details. You will need to provide your name and address for verification before a member of the support team can provide any account information to you.
Q:
How do I unsubscribe from the mailing list?
A:
You may unsubscribe by clicking 'unsubscribe' from any emails you have received from us.
Q:
How do I delete my account?
A:
If you wish to delete your account, please email
support@mybloodyvalentine.org with your name and email address along with a request to delete your account.
Q:
How can I pay for my order?
A:
We accept payment by all major credit cards and via PayPal.
Q:
Do you share my personal information?
A:
No, your personal information is not supplied to third parties except when required by law. We do not allow third parties to have use of our customer lists.
Q:
Purchasing multiple quantities?
A:
You may purchase more than one product, but you will only need to download the MP3s or WAVs to your computer once. If you wish to purchase for a friend then please use the 'gift to a friend' function.
Q:
What is ‘Send to a Friend’ and how do I use it?
A:
This feature allows you to send information about this product to a friend of yours. In order to use ‘Send to a Friend’, please select your product, quantity and format if required. Then select ‘Send to a Friend’ and fill in the required information.
Q:
When I submit my card details, I'm told that my transaction cannot be processed. What can I do?
A:
Please double-check your card details to ensure they are correct. Please note that you should not include any spaces in your card number.
If your transaction still cannot be processed, there may be a problem with your card. If possible, we recommend trying an alternative card.
Finally, if you are still having problems, please try changing your payment option. By default, the checkout will have selected 'Credit/Debit Card'. If this payment solution is not working, please try switching to the 'PayPal' option to see if this helps.
If you are having problems please contact support@mybloodyvalentine.org
Q:
Are my bloody valentine downloads 100% legal?
Q:
What are the minimum computer requirements for downloading and playing tracks.
A:
For your computer you need:
PC
An installed sound card and speakers/headphones
Operating System: Windows XP or Later
Internet Explorer 6.0 or above
Music playback software such as Windows Media Player, iTunes or any other 3rd party players you may have.
MAC
An installed sound card and speakers/headphones
Internet Browser: Safari, Chrome, Firefox – most recent version
MAC OS 9.x or OSX
Audio playback software such as iTunes or any other 3rd party players you may have.
Q:
I am having trouble hearing the samples.
A:
The music player is created in Flash in order to play track samples quickly and efficiently, so you will need to have the latest version of Macromedia Flash.
A:
You can purchase either mp3s or WAVs. Uncompressed WAV files are ‘source quality’ and 5-10 times larger in size than mp3s.
mp3s are a compressed version of the original file. While retaining most of the original quality, it removes all unnecessary data. The format compresses the file to approximately 1/12 the size of the original file, making it quicker to download or share with a friend. 320Kbps is the highest quality mp3 available. They also contain 'tags' of information about the track, such as the track title, artist, album, artwork, and so on.
WAVs are raw sound and tend to be up 10 times larger in size. It digitises sounds 100% faithful to the original source because it is a lossless format. ‘Lossless’ means that the WAV file format does not compromise audio quality even when it holds compressed data. A WAV file is easy to edit and manipulate with software. However, unlike mp3s, WAVs cannot be 'tagged' with any extra information about the track, such as the track title, artist, album, artwork and so.
Q:
How do I download my music?
A:
Once you have purchased your digital album you will be taken to a redemption page. You can then download the individual tracks or you can download all the tracks in one .zip file. A ‘Confirmation of Order’ email will be sent to you with the download code. If you log in to your account on the website and enter the download code, you will see the files there for you to download. You will be able to download the files as soon as they are released. Your downloads are valid for 3 attempts, should you exceed this limit you will receive a notification telling you that you have exceeded your download limit. If you believe you have exceeded these 3 attempts without successfully downloading your purchase then please email support@mybloodyvalentine.org
A:
Zip is a file format used for data compression and archiving. A .zip file contains one or more files that have been compressed to reduce file size. You will need to decompress or 'unzip' the .zip file to access the tracks inside.
Q:
Why is there an option to download .zip ?
A:
If you have purchased a digital product that contains more than one file, you will be given the option to download as a .zip file, this will contain your entire digital purchase. We provide this option to save space and your download time.
Q:
How do I unzip my album download/How do I use .zip?
A:
If you download the .zip file it will appear in your computer’s default download location (or, if you have changed your browser's download location, it will be found there). Before you can add the music to your library and listen to it, you will need to ‘unzip’ it. If you double-click on the .zip file, your computer should already have a program to extract the individual tracks.
If your computer does not have a program to do this, you can get a free one from http://www.winzip.com or http://www.winrar.com If double-clicking the .zip file does not work, please try the following: Right-click on the .zip package, select 'Open With' and choose the 3rd party .zip software you have downloaded and installed. Your .zip software will then open. Follow the on-screen instructions to extract your files. Once this has finished, the files will appear in the folder that you specified in the extraction process.
Q:
When I try to unzip my album, I get an error message or I get a message saying the .zip file is empty.
A:
These errors indicate that the downloaded file is incomplete. In most cases, this is due to issues with your Internet connection. Album downloads can be fairly big, so if you're connected wirelessly you should plug in directly via your Ethernet cable and try to download the album again.
Q:
Where is my default download location?
A:
If you are using a PC, there is a ‘Downloads’ folder within My Documents. If you are using a Mac, there is a ‘Downloads’ folder within your User folder. You can find this by clicking on the Finder icon in your tool bar. If your default download location has been changed, enter ‘my bloody valentine’ into your search bar. This will show you where your new downloads are located.
Q:
I have downloaded my music, how do I get it into Windows Media Player or iTunes?
A:
In order to add music to iTunes, you need to launch iTunes. If you want to add one track, go to File> Add File to Library, find the track and press 'Open'. If you want to add multiple tracks in the same folder, go to File > Add Folder to Library, find the folder and press 'Select Folder'. All tracks within that folder will now be added to your Library.
If you want to add to Windows Media Player, you can do this by following either of the below processes:
a) Select the audio files, right click them and choose ‘Add to Windows Media Player List’.
b) Open windows media player, proceed to the library, drag and drop the audio files into the Windows Media Player Library window. Your selected tracks will now be added to your Library.
Q:
How long will it take to download a track?
A:
This will change depending on which format you download, and the speed of your internet connection. On an average 2mb broadband connection, an individual MP3 track should take less than 1 Minute to complete. A 24-bit WAV file may take several minutes. Please note that if you choose to download the entire release as a .zip file, this single download will contain all nine tracks, and so is a much larger file. The MP3 .zip file should complete within 5 minutes, but the 24-bit WAV version may take over 20 minutes to complete. For this reason, we recommend connecting via Ethernet cable when downloading the WAV versions to ensure a stable connection.
Q:
How can I play my music?
A:
In order to play your mp3s or WAVs on your computer, you will require music player software installed on your computer. The default music player in Windows is ‘Windows Media Player’. The default player for Apple is ''itunes''.To listen, go to the place where you saved the file earlier and double click on it. The default music player should then open up and play the music.
Q:
Are my bloody valentine downloads iPod & mp3 player compatible?
A:
If you download the MP3 versions of the digital downloads, then these are compatible with MP3 players and ipods. However, please be aware that some audio devices, including iPods, do not support WAV file playback. Please check your device's manual for its file compatibility information. If your device does not support WAV files, you will need to convert the WAV files to MP3 format in order to play it on your device - there are many software programs available now that provide audio conversion tools that will allow you to do this. Please note that if you downloaded a .zip file, you will need to extract the audio files from the .zip file before you will be able to add them to any device.
Q:
Can I transfer my music onto a CD?
A:
Yes, you can burn the music to a CD for personal use.
Q:
Can I transfer or copy the tracks to another computer?
A:
Copying or moving files that you have downloaded on to devices that you own (i.e. computers, mp3 players or mobile phones, for example) is considered fair use and is allowed. However, please note it is illegal to move or copy your music files onto another computer or device that belongs to someone else, as this constitutes illegal file sharing and breaks copyright law.
Q:
Do I own the tracks once I have downloaded them?
A:
Once paid for and downloaded, the file is yours to keep for your personal use only. However, copyright laws apply in exactly the same way as a physical purchase (e.g. compact disc, vinyl record). Of course, you can copy these onto a CD for your personal use.
Q:
My music download was incomplete, what shall I do?
A:
You can attempt to download your purchase again by proceeding to my account and selecting 'download' next to your order. If this doesn't work then please contact customer support on support@mybloodyvalentine.org
Q:
My download seems to have stopped at 12% / 34% / 23% etc. Why?
A:
Please stop the download and follow the instructions given in your 'Confirmation of Order' email to download your purchase again. If you are downloading wirelessly, try and connect via your Ethernet cable. If the download stops again, try another Internet connection if possible. If the above options have not worked, then please contact support@mybloodyvalentine.org and someone will get back to you within 24 - 48 hours to assist you.
Q:
Why can’t I download tracks on my iPhone or iPad?
A:
Unfortunately you cannot download your digital purchase directly on to an iPhone or iPad because they do not support the ability to download via Safari. You will need to login to your my bloody valentine account from a PC, Mac or Android device and enter your purchase code into the ‘Purchase code’ box. Once this is done click ‘Submit’ and you will then be taken to the downloads page where you can redeem your tracks. These can then be transferred on to your iPhone or iPad via iTunes.
Q:
How do I download an album straight to my Android device?
A:
1. Download the .zip file. 2. Unzip the file to your Music folder (you can find .zip file extractor within the Play Store if you do not have one). 3. Once extracted open the your desired music app and rescan your library. 4. Then listen to your tracks. Downloading individual tracks is a similar process, the only difference is you will not need to unzip them.
Q:
My download says it has expired. What now?
A:
Please send an email to support@mybloodyvalentine.org. Please include your purchase code in the message, as well as a copy of your 'Confirmation of Order' email if possible.
Q:
I am trying to redeem my download but when I use the code provided I keep getting a message saying it has already been redeemed or it is invalid.
A:
Please send an email to support@mybloodyvalentine.org Please include your purchase code in the message, as well as a copy of your confirmation of order email.
Q:
What is the Digital Download Refund Policy?
A:
All digital download sales are final and non-refundable. You do not have a right to withdraw from a digital purchase. The service commences immediately when you purchase download products and you will not have a right to cancel your contract once the service commences. If accessing the downloads in your territory is restricted due to licensing issues, you will be informed before you checkout.
