If you have a question or experiencing any technical difficulty regarding an order or any of the products that appear on The Futureheads store then you can reach our customer service department by e-mail, we aim to reply to all emails within 48 hours.
How long will it take to get my order?
If you live in the UK please allow 2-3 days for delivery once your order has been shipped.
If you are in Europe please allow 5 -7 working days from when your order has been shipped. If you are anywhere else in the world please allow 10-14 days for your delivery.
If you have not chosen a recorded delivery service you are still able to see when your order has been shipped by logging into your account and following the instructions.
If you have chosen a recorded delivery option you are able to track your order on the Royal Mail site by entering your tracking code which can be found within your shipping confirmation email.
I entered the shipping address incorrectly or ordered the wrong item. What do I do now?
Since all orders are immediately sent to the shipping department and processed, we cannot stop the order. If you contact us immediately after placing the order at firstname.lastname@example.org we will try to amend the order before it ships. However, if the order has already been shipped, we will be unable to amend the order. If the item is due to be signed for and you are not there to sign for it the delivery person will leave a note to say they attempted delivery, it will then be returned to your local post office, you should allow 48 hours for it to arrive there. If the item is not signed for the item will be posted at the original address requested.
Can you deliver to my work?
We can deliver to your work or your home, but we do not deliver to a PO Box for security purposes.
I changed my mind, and wish to cancel my order. How can I do that?
All orders (excluding pre-orders) are immediately sent to the shipping department and processed. As a result, you will not be able to cancel the order before it ships out. Once the order has been shipped, it cannot be cancelled and you will need to follow the procedures for a return.
I ordered a pre-order item along with other merchandise. Why haven’t I received anything?
Where possible we will ship your order in its entirety. If you have ordered several items, and part of the order is a pre-order then items that we currently have will be fulfilled immediately and upon the arrival of the stock for the pre-ordered items you purchased, we will then complete your order.
I ordered a pre-order, but it is not scheduled to release for awhile. Why was I already charged?
To secure your item, our system automatically charges your card. In purchasing a pre-order, the item is held for you. We do our best to get you the item by the release date, but that is not always guaranteed. The item will ship on or around the release date.
How do I download digital purchases?
Log in to your account
Click on 'My Account'
Click on 'Orders'
'View' the order containing your digital purchase
Scroll down to 'products' and download
Any problems email us at email@example.com putting in the subject box DOWNLOAD ISSUE.
How do I return products for a refund?
To return an item, please email us at firstname.lastname@example.org putting in the subject box RETURNS/EXCHANGE, explaining the reason for the return/exchange. You will then be required to send it back to us in the condition it was delivered to you including any shipping information and the reason for the return/exchange. We will be happy to return items that have NOT been washed/worn or opened within 7 days of purchase. We will happily exchange items up to 30 days providing they have not been washed/worn or opened and still have labels attached.
Please use this document when returning products.
My card keeps getting declined. What is going on?
Don’t worry - there are 2 main reasons that your card could be declined:
Why do I need to create a log in and password?
For your convenience, the system will save your order history, primary billing, and primary shipping address. Your credit card information is secure, and is not saved.
When will my charge be processed?
When you make a purchase, the charge is processed immediately. Depending on our payment processing partner, charges can take up to 3-5 business days to appear on your account.
Who are Over9?
We are the official online partner of The Futureheads; in this instance we provide the website, store and the payment processing, fulfilment and products in the store. We may also be selling tickets from time to time for this Artist; we are not a Secondary ticket agent. We have a direct relationship with the Promoter and Artist and they have agreed for Over9 to sell the tickets direct to the fans.
Why do you collect so much information about me?
Is it Safe to buy online?
Yes - We utilise industry- standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name and address and other sensitive information such as your credit card details. Information passed between your computers and our website cannot be read in the event of someone else intercepts it. The Technology includes the following features: - Authentication – this assures your browser that your data is being sent to the correct computer server, and the server is secure - Encryption – this encodes the data, so that it cannot be read by anyone other the secure server. - Data Integrity – this checks the data being transferred to ensure it has not been altered.
I am having general problems with the store and/or making payment?
If you are experiencing issues, we recommend you make sure you have the latest updates and patches for your operating systems. Windows users can go herehttp://update.microsoft.com/windowsupdate/v6/vistadefault.aspx?ln=en-us
If you are still having technical problems please get in touch with our customer care team at email@example.com please include the following information where possible -
1. The store you are on and what page you are having difficulty with
2. What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen.
The product I want to purchase is showing sold out?
We know it is frustrating to see a product you like and then you realise it is out of stock. However sometimes some of our products are very popular and sell out very quickly, so you need to be quick to get your hands on them. We do our best to keep on top of stock and predict the sales we may receive so this doesn’t happen. Sometimes our products are ‘Limited Edition’ and so once they are gone they are gone. If the product is still being made please check back in a day or two where we will be updating the stores and the products with information and stock on a regular basis.
I can’t sign into my account?
When you return to shop with us, or want to access your account to see your details, we ask you to sign in. If you find that you are having difficulty signing in because your username or password is not recognised please check you are using the correct login details that you registered with us. If you have forgotten your username or password you can request a reminder.
How Do I logout of my Account?
Go to the top of the page and click on ‘log out’ if you’re not logged in it will say ‘log in’.
What do the Status updates mean?
After receiving you order confirmation you will then receive notification telling you your order has been updated.
I want to get in contact with the Artist to request booking them or talk to them about my business?
Unfortunately we only run the store and parts of the website; we are not the booking agents for the Artist. We also are unable to advise on any potential business you may be able to offer. If the request is considered appropriate then we will forward on to the management, but under no circumstances are we able to guarantee any response.
Over9 understand that getting your order to you is the most important thing we have to do and if something goes wrong which occasionally it does then our first priority is to fix it quickly for you, if you wish to make a comment or suggestion on how we can improve our systems or processes then please send us a message to firstname.lastname@example.org
You can contact Over9 at;
Tel – (+44) 0207 388 5018
Over9, 67-69 Chalton Street, London, NW1 1HY
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