Frequently Asked Questions

Frequently Asked Questions

ORDERING
* My order hasn't been delivered yet, is it on its way?
* How do I order? Can I telephone, post my order to you or visit your shop?
* I had a problem at the payment stage or I didn't receive an order confirmation email - what should I do now?
* What happens when I pre-order?
* What about refunds and returns?
* Can I comment or send feedback on your website or service?

PRODUCT DETAILS
* Which BBC Transatlantic Sessions DVDs or CDs are currently available?
* Which Edinburgh Military Tattoo DVDs or CDs are currently available?
* I have a specific question about an artist, album or type of music - can you answer it?
* If I buy a DVD or CD from you, will it play on my machine or one in a different country?
* Can you give me more information on one of the artists featured in your catalogue, for example tour dates or contact details?
* What about sheet music and printed music?
* There is a title in your catalogue shown as unavailable - will it come back into stock soon?
* Can you send me a paper copy of your catalogue?
* I would like to use music from one of your products for my own project - can you licence this or give me permission?
* Do you offer mp3 music downloads? Where can I find your mp3 samples?
* I am looking for lyrics or translations of a particular song, can you direct me to them?
* My dog ate the liner notes to my CD, can you send me a replacement booklet?

My order hasn't been delivered yet, is it on its way?

If you have placed a confirmed order with us and would like to follow this up, please allow the maximum despatch and delivery times shown on the product page at the time of your order - normally the time for UK delivery is within four working days after placing your order, and within twelve days for international customers.

Please remember to include the date and delivery surname of your order, and also (if possible) your RBS WorldPay, PayPal or MusicScotland confirmation email or order reference.

We will respond by email within two working days with the despatch and delivery status of your order, to the email address you provided when ordering.

How do I order? Can I telephone, post my order to you or visit your shop?

For information on ordering, please follow these instructions.

I had a problem at the payment stage or I didn't receive an order confirmation email - what should I do now?

If you have received a payment confirmation from PayPal or RBS WorldPay, please rest assured that your order is being processed normally.

After your payment transaction has completed, you should click on 'VIEW MERCHANT RECEIPT' - this will generate an Order Confirmation email from us. You will not receive this message if you did not click on this link, however your order should still have been accepted. You should also receive a separate Payment Confirmation email from RBS WorldPay or PayPal. If you require confirmation of receipt of your order, or any other information, please forward one of these messages to us with your query.

If you receive any specific error message from PayPal or RBS WorldPay, please let us know. Most payment problems are because your card details were not fully verified, rather than there being insufficient funds available.

To verify with your online or paper payment card statement, the description line should specify 'MusicScotland' if any transaction with us has completed.

At the final stage of our checkout payment process, you may be asked to set up or verify further personal security information - for example using the Verified By Visa or Mastercard SecureCode processes. These extra security measures are put in place by your payment card company to prevent fraud, and are for your own protection. Please consult your payment card provider if you have problems with this stage, as this personal security data will apply to other payments you make online with this card.

You may wish to try your order again at a later time. If you still experience a problem with the payment stage after trying again, please contact us by email with the EXACT error message which you experienced and we may be able to help you further - please be specific.

This page gives more help on error messages or following up on payments.

What happens when I pre-order?

Titles marked 'released soon' are forthcoming releases available for pre-order only. This means that you can place this title in your shopping cart and payment will be charged to your card at the checkout. However, the item will not be despatched until it arrives in stock with us - the expected period for despatch is shown on the title page. If you also have in-stock titles in your order, these will be despatched to you separately, within our normal next working day schedule. The despatch estimate and current stock status of the title will always be kept updated on the title page.

What about refunds and returns?

You may cancel all or part of your order at any time before it is despatched - contact us by email for despatch status. If your order has already been despatched, please return any unwanted item to us UNOPENED, or in the original condition, within 7 days of receipt. We cannot accept returns of items which have had their shrinkwrap removed. Post-damaged or faulty items, or those despatched by us in error, should be returned with a note explaining the problem in as much detail as possible - we must be able to confirm any specific faults. Your card will be refunded for your postage costs incurred in any reasonable case, and a replacement item sent if required. To ensure safe transit, items should be wrapped in the original delivery box, or one of equivalent quality. Any refund will occur within 30 days of cancellation, on the credit or debit card that was originally used to complete the transaction. This policy does not affect your statutory rights. Please use this return address.

Which BBC Transatlantic Sessions DVDs or CDs are currently available?

At the moment we can provide the BBC Transatlantic Sessions Series One, Three & Four on CD and PAL DVD only. The DVDs contain the entire series as televised, while the CDs contain a large selection of music from the shows.

Series Four - is available now on PAL double DVD - vol 1 CD is also available now, vol 2 CD will be released in April 2010.

Series Three - is available complete now on PAL DVD and two CD volumes.

Series Two - there has been no DVD released to date of this series, due to artist/record company rights issues. There were two CDs available on Iona Records of music from this series, however these are now deleted. We have no information on any forthcoming release from this series.

Series One - is available complete now on PAL DVD and three CD volumes.

Subscribe to our newsletter to hear as soon as any further releases are available. We have no current information of any NTSC format DVD releases, nor any release of The Highland Sessions.

Which Edinburgh Military Tattoo DVDs or CDs are currently available?

At the moment we can provide The Edinburgh Military Tattoo 2009 (worldwide DVD and CD) and all the other Tattoo titles listed here on CD & worldwide DVD. On worldwide DVD, these run from 2003, with highlights of 1996-2002 and the 5DVD box set 1998-2002. On audio CD, these run from 2001, plus 1998 and highlights 1995-2005. We regret that we are unable to source any Tattoo titles on DVD or CD prior to these dates, nor those from the shows performed in Australia. We no longer supply any PAL or NTSC Tattoo videos.

Can I comment or send feedback on your website or service?

Please do! We publish many customer reviews here. We would also like to hear if you found a particular part of our website confusing, lacking in information or inaccurate - contact us by email.

I have a specific question about an artist, album or type of music - can you answer it?

Try our advanced search to locate a CD, DVD or book product, using short and specific keywords such as the album or artist name, tune, song, instrument or catalogue number. If you cannot find any suitable title this way, we are probably unable to get hold of it from our suppliers. However we are continually expanding our selection with back catalogue music as well as new releases. Contact us by email to check, if you prefer.

If I buy a DVD or CD from you, will it play on my machine or one in a different country?

This depends on the format support of your DVD player - more information here on PAL/NTSC formats and Region encoding. Please note that we cannot accept returns of opened DVDs which are not compatible with your player.

Can you give me more information on one of the artists featured in your catalogue, for example tour dates or contact details?

All of the information we maintain on artists is shown on our product pages - for further details try a general Google web search on their name. We do not maintain performance dates, telephone, email or other contacts for artists - please try their website or recording company instead.

What about sheet music and printed music?

Our sheet music titles and printed music books are listed here and also here. We do not currently have complete tune or song contents listings for all of these books. If you cannot find what you are looking for here, search Google for Sheet Music Plus, Musicroom or Scotch Snap for more printed music.

There is a title in your catalogue shown as unavailable - will it come back into stock soon?

We are rarely able to answer this for specific products, as this mainly depends on the producers of the title supplying us again. If the title is more than a few years old and has been deleted by the producer, it is unlikely to be re-released. There is a small chance that, if the title is a recent release, it may just be temporarily out of stock - in this case, please check back again a week later to the same catalogue page. Subscribe to our newsletter for monthly news of re-released titles.

Can you send me a paper copy of your catalogue?

We cannot send you our catalogue in printed form, due to its size - we supply over 4,000 products. Our searchable online catalogue will always be more up-to-date and detailed than any printed one we could produce. For a full list of the titles which are currently available from us, please see our printable sitemap.

I would like to use music from one of your products for my own project - can you licence this or give me permission?

We do not have any authority to allow permission regarding copyright in any of the products which we feature - please contact the record company, artist or producer of the title directly for this permission.

Do you offer mp3 music downloads? Where can I find your mp3 samples?

We do not currently provide mp3 (or other formats of digital music) to download to your iPod, iTunes or other players and software. If you would like us to make downloads available at some point in the future, please contact us by email. For a list of our albums with mp3 music samples, search for mp3 using our advanced search.

I am looking for lyrics or translations of a particular song, can you direct me to them?

Song lyrics or translations are sometimes included with CD sleeve notes, however this is not always evident from the outer packaging and so not always indicated on our catalogue pages. We are unable to publish or supply song lyrics or translations separately from these sleeve notes, and we can rarely identify song titles from fragments of the lyrics - you may find an a song title using Google. You can then use our advanced search to find recordings of the song.

My dog ate the liner notes to my CD, can you send me a replacement booklet?

No, sorry, these cannot be despatched separately and are not available in dog-proof format.

© 1999-2010 MusicScotland, Edinburgh | Scottish, Irish, Roots, World, Folk and Celtic music with mp3 samples | over 4,000 CD, DVD, book and sheet music titles sent worldwide direct from Scotland | STMA Services To Industry Award winner | delivering worldwide for over 10 years | over 10,000 customer orders in 2009.