Frequently Asked Questions:
How secure are my Details with Alice’s:
VERY secure. All the information you give is treated with the utmost confidence. Any Card details you place on our secure server (SSL) are immediately transmitted to our own in-house system and are not stored on the server at all. Name, Address, Telephone Number and e-mail address details are maintained by us but we do not, and will not, give that data away to any other person, company or whatever. We are not one of those organisations that sell details to other companies! This information is collected by us and we do not use any third parties for this purpose.
Should you wish to obtain a copy of the information that we hold about you then you can e-mail our Sales Director at sales@alicesrecords.com and we post you a copy of the data we hold. All information is collected via your orders, or by you registering on our website and is collected lawfully and in accordance with the Data Protection Act 1998.
Do Alice’s send out Unsolicited E-mails:
No. We do not forward any information / marketing data by e-mail unless you specifically request it. This can be done by completing the Mailing List application form that can be accessed via our home page.
Do Alice’s send out any Marketing Material / Catalogues:
Yes. At the present time we produce and despatch 2 Catalogues per year and Newsletters/Updates are sent with all orders. Should you wish not to receive any material from us then you can inform us that you wish to opt out of this procedure and your data file will be marked accordingly. E-mail sales@alicesrecords.com to opt out.
How do I know if my items are in stock:
All the items in our current catalog(ue) are stock items and we do our best to maintain that stock at all times. However, we may only keep 1 copy of a particular item in stock at any time so if 2 of you order it at the same time one of you will get it and the other will have to wait.
If it’s a new release then we suggest you check our New Releases section to see it is out yet…. If you see “DUE SOON” it ain’t!
We update the Web database every weekend (usually around 21:00 GMT) on a Saturday or Sunday. Around this time you may find that the site is unavailable.
Has my On-Line order been received by
Alice’s:
When you send us an on-line order you will receive an e-mail confirmation from us. This confirmation is generated automatically when your order reaches our system. No confirmation means NO order.
When ordering On-line you MUST use a valid and genuine e-mail address. If you don’t, the confirmation will fail and so will your order.
Will you keep me posted as to the status
of my order:
No. Orders for goods in stock are despatched the same day the order is received so you should receive items within a couple of days (in the UK) or slightly longer if you are not the UK. We will only contact you if there is a problem.
Can I Special Order items not in your
catalog(ue):
Yes you can, but not via the on-line system. We have access to thousands of titles across the world and as long as you don’t expect ‘next day’ service. Special Orders are one-way traffic and cannot be cancelled once placed.
What about Customer Support and Service:
Our Sales team are also our Customer Support team and they are available Monday to Friday 10:00 – 18:00 (GMT/BST). If you do have problem and you are not satisfied then you can request to talk to the Sales Director at any time. We will endeavour to answer all complaints within 5 working days.
Our Customer Support telephone number is 01323 833087 (International +44 1323 833087) and the calls are charged at the Standard rates from your telephone supplier.
What is Alice’s Records Returns Policy:
If the item is Faulty or Defective then return it to us immediately and we will gladly replace it with another copy of the same item. We will refund the postage costs, in stamps, to you up to the value on any item you return which is faulty or defective. If you want to return something just because you don’t like it then we are sorry to say we cannot help you.
Your statutory rights are not affected in anyway by the above. Please note that you should read the Consumer Protection (Distance Selling) Regulations 2000 which are printed on our home page.
Do I have to order via the On-Line
system:
No you don’t have to but it is the quickest and most secure way to order. If you order via our Enquiry Form or by Normal E-mail these take second place to On-Line orders. We strongly recommend that you don’t send your card details via e-mail for your own security. We have never had a problem so far… so we don’t want one now.
I live in the USA (any country) and want to know how many Dollars (any currency) a CD will cost:
As you know all our prices are in Pounds (British ones) and the best way of finding out how much it will cost you is to phone your bank and ask them for the exchange rate for your currency against the Pound. Please don’t ask us as we are not Bankers and have enough trouble worrying about the Euro!!
At the moment we ONLY accept payment in Pounds although we are looking at way of accepting other currencies (namely US Dollar and the Euro).
Does Alice’s have a shop that I can visit:
No. We regret that we are a Mail Order business only. Whilst we would love to have visitors to our offices (yes, we do have offices and do not operate from a bedroom!!) it is a condition of our lease that we do not operate like a shop and have customers walking in. Daft as it may seem, our Landlord would have to apply for planning if we had customers visiting.
What forms of payment do you accept:
We accept Visa, MasterCard, Maestro, Solo, Electron and Delta, Cheques (British Pounds only), Postal/Money Orders.
I need my order quickly because it’s for
a (insert Birthday / Christmas / Valentine / any other reason) present:
Well, there’s nothing like leaving it to the last minute!! If you really can’t wait for a package via the Royal Mail’s First Class Postal Service then you can pay extra for the guarantee of next day delivery*. For this service the Royal Mail charge £3.50.
If this is not even good enough then we can arrange delivery by Courier for an extra £10.
* Please note: Royal Mail’s Guaranteed Next Day service only operates Monday to Friday.