Store Search
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FAQs
How do I use the shop?
Browse through the different sections of the site looking at the music available. When you see something you want to buy, you'll notice an "Add to Cart" button next to it. Clicking on that button will put one copy of that item into your shopping basket. The number of items in your basket will increase each time you add something. If you click on the "View Basket", you can see what you've got and if there's something you don't want, you can remove it. When you've selected everything you want to buy, click "Checkout" - this will prompt you to log in with your sandyrivera.dj account, or you can create a new account if you don't have one. To create a new account you need to use your email address as your login, and create a password for yourself. You then need to enter all of your address details. Once you've entered all your details, you will need to hit the 'checkout' button to confirm your order. Follow all of the instructions regarding your chosen method of payment. After you have completed the payment pages, your order will be placed with us and sent out to you as soon as possible. You will be sent a confirmation email. You can view your account at any time to view the status of your order.
What quality are sandyrivera.dj MP3s?
All Mp3s are DJ quality 320kbps
You also have the option of purchasing WAV format tracks. You can choose which format you require when you select the track(s).
What does ‘Notify Me’ mean?
If an item is out of stock, the ‘Notify Me’ button will appear. Click here and submit your email to be informed when the item is back in stock
The product I've ordered is a Limited Edition. What does this mean?
This means that there will only be a limited number of copies of this item manufactured, so when the last one sells out, we will not be able to obtain any more stock. While we will always endeavor to remove the product from sale as soon as the last copy sells out, this is unfortunately not always possible and a few orders may be submitted before we are able to do so. Any such orders will unfortunately have to be cancelled, and any payment already taken, returned. In the unfortunate event that we have to cancel your order for this reason, an email will automatically be sent to your log-in address to let you know. If we are able to fulfill part of your order, any cancelled items will appear on your shipping confirmation email.
I can't make my digital download work. What do I do?
Download Managers
Sandyrivera.dj does not support any download managers. You need to temporarily disable them while using the site or they will cause problems.
Microsoft IE and Windows Media Player
Some users have reported a problem when using Microsoft Internet Explorer and Windows Media Player. The problem exists with Windows XP Service Pack 1 and Media Player version 9 and below. Upgrading to XP Service Pack 2 and Windows Media Player 10 should solve the issues.
Please visit Microsoft Windows Update to install the latest updates and service packs.
I get an error message when trying to download my file. Media bar opens and then crashes. What can I do?
To solve this you need to uncheck 'Play media in the media bar' settings in your media bar. Alternatively, upgrading to Windows Media Player 10 should solve the problem.
I get a box asking if I want to play the file in Internet Explorer. What option should I select?
You should select 'No' and check the 'Remember my preference' box:
If all goes well, what should I see?
You should get a 'save as' box. Select 'Save' and pick a directory to save your MP3, WAV or zip file to. If your download is an album or a particularly large file, this may take a few seconds to appear:
I still get problems with Internet Explorer and Media Player. Do you recommend any alternatives?
A good combination is Mozilla Firefox (http://www.mozilla.org/products/firefox) and Winamp (http://www.winamp.com). Both of these are available as free downloads.
How do I order more than one copy of an item?
Just click its "Buy" button more than once. They'll appear separately in the shopping cart, but they have a single entry and a 'quantity' column on the "Checkout" page. If you've accidentally chosen too many copies, go back to your "Cart" again and remove the item(s) you do not require.
I've got what I want in my cart; how do I get it?
Click the “View cart” button on the cart on the left under the navigation menu. If you already have an account, just log in and review your account details before submitting the order. Or if you are a new customer, you will have to create an account when prompted
I've put items in my shopping basket, but when I click on it, it tells me it's empty. What do I do?
This sounds like a problem with page caching, which you can fix by changing a setting on your browser.
Internet Explorer...
Go to the "Tools" settings on the top menu bar.
Click "Internet Options".
Under "Temporary Internet Files" click the "Settings" button.
For the "Check for newer versions of stored pages" option, select "Every visit to the page".
Click OK, then restart the browser.
Netscape Navigator...
Under the "Edit" option in the toolbar menu, select Preferences.
Then click "Advanced"
and then "Cache".
There's a line that says "Document in cache is compared to document on network"
change this to "Every Time" and click OK.
Click OK, then restart the browser.
Try to view the site and hopefully it should all work fine.
My order status is "Open". What does this mean?
Your order has been received but has not yet been sent for dispatch
My order status is "Awaiting Dispatch". What does this mean?
Your order has been received and is waiting to be dispatched
My order status is “Dispatched”. What does this mean?
Your order has been dispatched. Please see our section on delivery times for an approximation of how long it should take to reach you.
My order status is "Cancelled". What does this mean?
There are 4 ways your order can be cancelled:
By Customer – You have decided to cancel your order
Refund (Faulty) – You have requested a refund because the item is faulty
Refund (Not Suitable) – You have requested a refund because the item is not suitable
Exchange – You have requested an exchange
How much will my order cost me in my own currency?
At checkout stage you have the option to convert your order into different currencies. Please note this feature is for reference only and should only be used as an approximate guideline. We will charge your credit card in British Pounds Sterling and your credit card company will then convert that amount to your local currency.
How much does First Class Mail delivery (P&P) cost?
| UK | £1.85 for the first unit / £1.10 per extra unit |
| Europe | £2.90 for the first unit / £1.30 per extra unit |
| USA / Canada | £3.65 for the first unit / £1.85 per extra unit |
| Rest of World | £3.75 for the first unit / £1.94 per extra unit |
You are responsible for paying all customs or import duty charges.
Will I have to pay customs/import duty charges?
Please note that residents of some countries may have to pay customs or import duty charges on their order. Because these charges are levied by your government and are specific to your country, we cannot tell you how much (if anything) this will be. You are responsible for any customs or import duty charges you may incur. If you choose not to pay these charges, your package will not be released by customs and may be destroyed. In this event, we will be unable to offer you a refund. UK and EU residents will not have to pay any customs or import duties.
How is my order sent and how long does delivery take?
PLEASE NOTE THAT ALL TIME FRAMES ARE FROM THE DATE OF SHIPPING, NOT FROM THE DATE THAT YOUR ORDER WAS PLACED.
We will send you an email when your order is shipped.
From this date, here is a rough guide to how long it should take:
| UK | Approximately 1-4 working days |
| Europe | Approximately 4-7 working days |
| USA / Canada | Approximately 7-14 working days |
| Rest of World | Approximately 7-20 working days (depending on location) |
PLEASE NOTE THAT THIS IS A GUIDE ONLY AND SHOULD NOT BE INTERPRETED AS A GUARANTEE OF DELIVERY TIME.
All UK items are sent by standard First Class mail. All overseas orders are sent by standard first class airmail. Unfortunately there is no tracking information available on airmail items. Once your order arrives in your country, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.
Please note that efficiency differs from country to country. Sometimes delivery can be very quick, sometimes less so. International Customs can also hold up a package, sometimes for no apparent reason, and in these cases there's not a lot we can do to speed things up.
We cannot consider an order "lost" until 28 days have passed since the shipping date.
I live outside of the UK. Will you charge me VAT?
Sandyrivera.dj pricing policy is to offer our products at the same price to all customers, wherever they live. The tax rules are such that we have to pay VAT on all purchases made within the EC (except for certain tax free areas e.g. Jersey, Andorra etc). So to areas where tax applies, we charge the price displayed and pay the relevant tax to the UK government. So if a CD was priced at £10, everyone gets charged £10 but we pay the UK government 17.5% of this amount for this purchase for any orders within the EC. We have taken this decision to encourage European e-commerce and to make sure that the additional costs in trading with non-European community countries are covered. Because of this, we do not refund and VAT to non-EC customers because they haven't paid any.
How can I pay for my order?
Available payment methods vary from country to country. We accept Visa, Visa Delta, Visa Electron, MasterCard, Maestro, Switch, Solo & American Express.
Some Switch, Solo and Visa Electron cards cannot be used for online transactions. This is not because we don't accept them, but because some banks don't allow them to be used online.
We do not store customers' card details on our secure server. Once an order has been accepted, any card details are erased. This means that you will have to enter your card details every time you place an order. It also means that you will have to place a new order if you make a mistake when entering your card details or if your payment is refused. This is simply an extra security measure we take for your benefit.
When will you take payment for my order?
We will charge your card when your order is placed
How can I cancel my order?
The only way to cancel an order is to contact us. Please email us at store@sandyrivera.dj. Quote your order number and 'Please cancel' in the subject line of the email and we'll take care of it. You can also telephone us at +44 (0)207 229 2841. Please have your order number ready.
What happens if my order doesn't turn up?
The first thing to do is to make sure that your order has actually been sent to you. When your order is shipped, you are automatically sent an email to let you know. You can also check your order status by logging into your account and viewing your order history. If the status of your order says “Dispatched”, this means that your order should be on it's way to you.
Once our recommended delivery time has elapsed (please see our section on delivery times above), please contact your local postal office to ask if they are holding the package for you. They may not have been able to fit your package through your letterbox and are waiting for you to pick it up from them. Although they should leave a card to say that delivery has been attempted, we have found that this does not always happen, which is why you need to check there first. If they return the package to us because you did not pick it up at the post office, you will have to pay the p&p charge again to have it resent.
Because of the variance in delivery times, we are not able to consider a package lost by the postal service until 28 days from the SHIPPING date have passed. This is regardless of your country of residence. If your order was shipped more than 28 days ago, and you have checked at your local postal sorting office to make sure they aren't holding it for you, please email us at store@sandyrivera.dj to let us know there might be a problem and we will give you instructions on the next step.
What is sandyrivera.dj’s returns / compensation policy?
Please DO NOT return anything to us until you have contacted us and RECEIVED A RESPONSE.
Any returns should include a note of your name, order number and a brief explanation of your reason for returning the items. Please also ask the Post Office for a 'proof of postage receipt'. This just proves that you sent the package to us, in case it is lost on its way back to us. The Post Office will not charge you for this. The package is your responsibility until it reaches us, so if your return is lost on its way to us and you do not have a proof of postage receipt, we may be unable to refund or resend your order.
Again, please contact us before sending anything back to us, regardless of where you are in the world.
DAMAGED ITEMS
If your items arrive damaged or faulty, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action. You must contact our customer services department within 28 days of the date of purchase
OUR MISTAKE
If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock.
YOUR MISTAKE, INCLUDING DELIVERY ADDRESS ERRORS
When you place your order, a label is automatically generated from the address you type into your account details, so you are responsible for getting this right. Please do not use foreign alphabet characters as this may not be recognised by our system and may cause your address to be displayed incorrectly. We are not responsible for non-delivery if you have entered your address incorrectly.
If your order is returned to us because you did not collect it from the post office or because you made a mistake with your address, we may be able to resend it to you, but you will have to pay the p&p charge to have it resent.
OTHER REASONS
If you are not satisfied with any of the items you have received for any other reason (such as simply not liking the item or the item doesn't fit), we will be happy to refund you for the cost of the items if we receive the returned items to us in the condition that they were sent, within 14 days of delivery to you. We regret that we cannot refund you for postage and packing charges because these are direct costs. Please contact us and wait for a response before returning anything to us.
Your statutory rights are not affected either by ordering from us or by us refunding you.
How does the search box work?
Type a key word into the box. Then click "GO"
The search engine will try and match the search term against all the information in our database and display the results in the main window. The search is not case sensitive (so it doesn't matter if you type in capital letters or small letters) and leaving the box blank finds everything in our catalogue at once.
For more refined results, try narrowing down the search by using the filter drop down menus.
If you still can't find what you want….
There are two possible reasons for this - either you're searching incorrectly (check your spelling) or we don't have it available
How safe is sandyrivera.dj?
Sandyrivera.dj’s "pay" page uses a secure transfer protocol called Secure Socket Layers (SSL). It makes it harder for anyone to "eavesdrop" on your credit card details as they go over the internet to us, by a statistically staggering factor when compared to the normal web protocols.
Bear in mind, too, that we do not hold your card details on our server. All transactions are handled by ProtX – a leading payment service provider. For more information visit http://www.protx.com/.
Unless you chose to use the PayPal payment method. For more information visit: www.paypal.co.uk
What is sandyrivera.dj’s privacy policy?
Sandy Rivera Ltd takes the privacy of its customers very seriously, and will only collect information in order to fulfill customer orders and (if requested by the customer) to provide information via our e-mail new release lists. We never send unsolicited e-mails to customers, and we do not sell mailing lists or customer information to any other companies or individuals.
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