How can I get in contact with the Customer Service department?
If you have a question or experiencing any technical difficulty regarding an order or any of the products or services that appear on the RPAClub.com then you can reach our customer service department by e-mail at email@example.com , we aim to reply to all emails within 48 hours.
How long will it take to get my order?
We aim to get all orders out as fast as possible however times can vary depending on a few things such as the availability of the product ordered, the method of shipment and where we are delivering to. All orders (excluding pre-orders) are dispatched with 48 hours (often less) then if you have order by 1st class and live in the UK you should expect your delivery within 1-2 days of dispatch (not ordered). If you are outside of the UK you should expect your delivery 7-10 working days after dispatch (not ordered). We recommend that you allow an extra 2 days to this recommendation before contacting us, in the event of minor delays within the postage system.
By choosing recorded delivery you will be required to sign for your order on delivery. This service gives you complete peace of mind with proof of posting and an electronic copy of the signature available online through the Royal Mail website. For UK orders you should expect your delivery within 1-2 days of dispatch (not ordered). At the present time courier delivery is only available to UK mainland orders.
By choosing our courier delivery service you can track exactly where your order is in the process by clicking on the Tracking link in the Navigation or on your order confirmation and follow the instruction given there. This will help you to estimate the time of arrival. You should expect your delivery within 1-2 days of dispatch (not ordered) for UK mainland orders. At the present time courier delivery is only available to UK mainland orders.
I have ordered a more than 1 item and have not received the full order?
Sometimes due to the packaging required for some products (especially posters) we have to send more than one parcel. Occasionally during the shipping process the packages can get split up. We recommend that before contacting us you –
If you have still not received your item please contact firstname.lastname@example.org or mail us through your store account and we will happily investigate this for you.
- Contact your local postal Depot to see if it has been returned there (as they may not have been able to post that item due to size/shape)
- You wait 48 hours as the item has been shipped it may turn up the next day.
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 email@example.com 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?
Unfortunately, we cannot ship multiple packages. Any items ordered with a pre-sale will not ship until the pre-sale release date.
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 return products for a refund?
To return an item, please email us 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 in 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. We cannot accept returns or exchanges of opened media products (CDs, DVDs or videos).
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?
- We could not match the credit card address to the address entered. Make sure you typed the billing information in the correct area, and you entered the address exactly as it appears on your credit card bill.
- The bank has declined the card. Either there is a hold on the card or insufficient funds. Please contact your back for more information.
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 partner of Richard Ashcroft this means that all the products and services we sell are official. 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:
I am having general problems with the store and/or making payment?
- Authentication – this assure your browser that your date 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.
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 here http://update.microsoft.com/windowsupdate/v6/vistadefault.aspx?ln=en-us
If you are still having problems please get in touch with our customer care team at email@example.com, please include the following information where possible
The Product I want to purchase is showing sold out?
- The store you are on and what page you are having difficulty with
- The internet browser (Internet Explorer 6, Netscape 7.02)
- What time the problem occurred
- Please cut and paste into the email any error message that appeared on the screen.
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 on the main page of the site here
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 can 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
How Do I logout of my Account?
Scroll down to the bottom of the page and you will a sign out button. If you are not signed in it will say ‘Sign in or Create an Account’.
What do the Status updates mean?
After receiving you order confirmation you will then receive notification telling you your order has been updated.
- Shipped – your order has left our warehouse and is on it way to you.
- Pending – you have pre ordered an item or your order is on hold. If you order is on hold then you will be contacted by the customer service team to let you know your order is on hold and how long we estimate it will take.
- Refund – you have been refunded and it will take 5-7 days to show on bank statement
- Completed – If by Courier this means your order has been signed for and the process of this order has been completed. If you have not ordered delivery by courier, this means that the item has been shipped and is now not trackable by our system so it is considered complete. Please refer to the shipping information in the FAQs to estimate your delivery time you can expect.