All orders are processed and accepted exactly as submitted by the customer at the point of sale. An address validation app has been provided during the checkout process for the purpose of checking and approving your address data.
All Delivery address data must be submitted as English characters (Latin alphabet) only - this is due to international postage standards and shippers will not accept a package otherwise.
Any errors regarding delivery address details being entered incorrectly cannot be corrected unless reported to us immediately and only if the order has not already entered into our warehouse despatch process (which can be within minutes of confirming an order).
Once an order has been picked, packed or posted, then Proper Music cannot be held liable for the mis-delivery or non-delivery of your order due to an invalid or incorrect delivery address.
Delivery address details, order amendments or cancellations can be requested by contacting our customer services desk by phone: +44 (0)20-8676-5148 or e-mail: support(at)propermusic.com.
Please note that all orders now require a valid contact phone number (Mobile is best) as this may be used by the Courier or Postal Services in your region for arranging the delivery of any parcels to your door or those that remain as undelivered. Your contact number will not be used for any other purpose.
Wherever possible, we will dispatch all items within a single order as soon as they become available. If you have ordered more than one item within the same order, then please be aware that in order to provide you with the fastest service possible your items may arrive in separate packages and at our discretion. If you place an order that also includes a new release product released the same week then we may hold your order until it can be despatched as per the "Delivery Of Advance Pre-Orders" detailed below.
Proper Music withholds the right to refuse or cancel any orders requiring despatch to problematic destinations which may also include areas of conflict or war.
Proper Music also withholds the right to cancel and refund any order should the final delivery charge greatly exceed that of the price quoted at the point of sale.
All orders are despatched by our preferred choice of carrier for your specific order, this may be Royal Mail or UPS.
The majority of our UK orders are usually received the next day or within 1 to 3 working days from the confirmed date of despatch (applies to UK destinations only). This excludes any delays due to industrial action or adverse weather conditions.
All delivery charges that apply to your order will be charged at the point of sale and are calculated according to the size, weight, value and destination address of your order.
Any outstanding items that remain from your order may be shipped separately as soon as stock becomes available, you will not be charged further for these additional deliveries.
We cannot guarantee the speed of Royal Mail or Courier Services and any delays are outside of our control, we kindly ask you to wait for at least 10 working days for UK orders before reporting any goods to us as un-received or missing so that we can investigate the non-arrival of any items correctly.
Delivery delays caused by or due to major weather disruption will cause actual delivery times to be greatly extended and are beyond our control (this applies to all destinations).
Please note that any goods we despatch must be reported to us as undelivered within 30 days from the confirmed date of posting (which you will receive as an email confirmation) and subject to the delivery timelines stated herein.
We are unable to resolve any claims made for undelivered orders after 30 days.
Delivery Of Advance Pre-Orders
The standard release date of new release music products is weekly on a Friday and for DVD/Blu-Ray releases a Monday (unless indicated otherwise).
All orders for new releases placed in advance of the actual release date will be shipped on the Thursday prior to release to ensure that delivery of your order is as close to the product's official release date as possible (UK destinations only).
All advance pre-orders will be despatched from the Tuesday onwards prior to release for the EU and from the Monday prior to release for all International orders.
Proper Music withholds the right to hold back any orders which also include new release products up to the following week as they are not allowed to be shipped early as per our standard new release delivery terms stated herein.
EU & ROW Delivery
All orders are despatched by our preferred carrier of choice for your specific order, this may be Royal Mail or DHL.
Delivery to destinations outside of the UK can take much longer to be received due to local mail service delays and also being subject to local customs or security checks.
Delivery to most EU destinations averages from 5/10 days and ROW from 10/14 days, subject to your country of origin.
However, you need to allow up to at least 14 working days for deliveries to Western Europe and up to 21 working days for the Rest Of The World from the confirmed date of despatch before reporting goods as not received.
Please note that any goods we despatch must be reported as undelivered within 30 days from the confirmed date of despatch and subject to the delivery timelines stated herein. We are unable to resolve any claims made for undelivered orders after 30 days.
Please note that there are also some new delivery fees that are now being applied by couriers for the delivery of any parcels to Remote Areas and this additional cost is based on your actual delivery area post/zip code, so we're not able to provide the exact cost and if this new charge will apply to your order. In any such instance, if this remote area charge applies and exceeds that of the price you paid for delivery, then Proper Music may be unable to deliver your parcel and withholds the right to cancel and refund your order if required, we will contact you accordingly.
Duties And VAT (EU/ROW)
Import Duty, also known as Customs Duty, Tariff, or Import Tariff, is a local tax that the importer (you, the customer) may have to pay to bring foreign goods into your country. You may be liable for any customs tariff, import duty or local taxes due within your specific delivery territory and this will be payable by the receiver if applied.
As the purchaser of the goods ordered, if you refuse to accept delivery or refuse to pay any additional duties or VAT that is due by the receiving territory jurisdiction (these charges need to be collected by the courier or mail service), as the parcel will need to be returned back to Proper Music, then the cost of the initial delivery to your address will not be refunded and any additional charges incurred by Proper Music for the return of the parcel back to our warehouse will also be deducted from any final refund that may be due for the return of those goods.
All goods being shipped to EU/International destinations will be exempt from UK VAT and this will be deducted during checkout.
Non UK Delivery rates
We provide the most competitive, reliable and quickest delivery service and rates that we possibly can, with all delivery charges based on the weight, size, value and destination address for your order.
As stated above, it's essential that a valid contact phone number is provided for arranging the delivery of any orders, including those that remain undelivered. This is particularly important for any orders delivered by our courier service providers (DHL & UPS) as this has now become a mandatory requirement.
Standard EU Postal Destinations (Extra customs duties & taxes may also be payable by the receiver. Requires us to affix a UK CN22/CN23 or Customs Declaration form)
This list of destinations is not to be seen as definitive or any guarantee that Proper Music will despatch orders to these territories and we withhold the right to refuse or cancel any orders requiring despatch to problematic destinations that may also include areas of conflict or war.
- Bosnia herzegovina
- Czech Republic
- Denmark (Except Faroe Islands and Greenland)
- Finland (Except Aland Islands)
- Greece (Except Cyprus)
- Italy (except Vatican City)
- Portugal (inc Azores & Madeira)
- Slovak Republic
- Spain (Except Canary Islands)
- Turkey (Except Cyprus)
Non Standard EU Postal Destinations (Extra customs duties & taxes may also be payable by the receiver. Requires us to affix a UK CN22/CN23 or Customs Declaration form)
- Âland Islands
- Bosnia Herzegovina
- Campione d'Italia
- Canary Islands
- Channel Islands – (Jersey, Guernsey, Alderney, Herm & Sark)
- Czech Republic
- Faroe Islands
- French Overseas - (French Guiana, French West indies, Guadeloupe, Martinique, Reunion)
- FYR Macedonia
- Italian Waters of Lake Lugano
- Mount Athos
- San Marino
- Vatican City State
Rest Of The World (ROW) Destinations: (Extra customs duties & taxes may also be payable by the receiver in the destination country. Requires us to affix a UK CN22/CN23 or Customs Declaration form)
- All Asian Destinations
- New Zealand
- All South American Destinations