# Do you have the item in stock?

Most of our items are not stocked in our own warehouse and are ordered from external suppliers as soon as we get an order from a customer.

If an item is in our own stock, they are identified by the words "In stock".

Items that are not in stock, will have a stated time frame in the "Expected to be ready for shipping" field. These goods have to be collected from a supplier, and therefore the indicated expected delivery time has to be taken into account, before we can send it to you.

We have no possibility to order items that are not listed on our website, as none of our suppliers have informed of availability. As soon as they inform the item to be available, it will automatically be listed on our website as well.

# Wanneer wordt mijn bestelling geleverd?

You can always check the shipping time estimate, and other information for each item, by clicking on the cover or the title e.g. in the result of your search.

If your item is in stock, we will generally dispatch it on the day of ordering, if your order is submitted on a working day before 1pm (CET). Alternatively, we will ship it the next working day. However, if stock items are ordered together with non-stock items, the entire order will, as a rule, be shipped together as soon as the last item has arrived on our stock.

Shipping times are updated on a daily basis, based on the typical delivery time from the selected supplier, but in some cases an item can be received in our warehouse earlier or later than expected.

You can always check the status of your order in your order overview on your customer account.

# Wat is de levertijd?

U kunt altijd de levertijd en andere informatie voor elk artikel zien, door te klikken op de cover van het artikel in bijvoorbeeld uw zoekresultaten. Levertijden worden door ons dagelijks geupdate, gebaseerd op de levertijden van de leverancier. In sommige gevallen kunnen die afwijken, en kunnen iets korter of langer zijn.

# When will my order be shipped if I have ordered more than one item?

In het geval wij niet in staat zijn uw volledige bestelling in een keer te versturen, bieden wij u automatisch deelleveringen aan zodra 2/3 (of 1/2) van uw bestelling verzendklaar is. Wanneer u een adres in Denemarken heeft zullen de verzendkosten worden opgesplitst over de 2 zendingen zodat u niets extra hoeft te betalen. Wanneer u niet in Denemarken woont zullen wij de verzendkosten opnieuw berekenen en u daarvan een aanbieding doen per email.

LET OP, wanneer u betaald met MasterCard, VISA Electron, Diners Club etc, u een tweede, nieuwe betaling moet doen voor deze deellevering. Hierbij kan het voorkomen dat uw creditcard maatschappij de betaling dubbel boekt. Dit gebeurd door technische redenen en de algemene gebruiksvoorwaarden van internationale creditcard maatschappijen en is iets waar wij geen invloed op hebben. We garanderen u echter dat u in geen geval te veel betaald voor uw bestelling. Elke niet gebruikte credit card betaling zal 30 dagen gereserveerd blijven staan op uw rekening alvorens deze automatisch geannuleerd wordt. iMusic heeft hier geen invloed op en kan dit proces niet versnellen.

# Can I check the order status on my own?

Ja, u kunt altijd inloggen op uw klantenaccount en de status van uw bestelling controleren. Klik op "Mijn account" en zoek uw bestelling op onder "Mijn bestellingen" voor meer informatie.

# My order shows as not being paid. When do you charge for my order?

Wij belasten uw creditcard / Paypal-account niet voor uw bestelling voordat uw bestelling is verzonden. Dit betekent dat uw bestelling wordt weergegeven als niet betaald totdat uw bestelling is verpakt en klaar is voor verzending.

Indien uw betaling niet kan worden afgeschreven bij verzending, houden wij uw pakket vast en sturen wij u een nieuwe link voor betaling. Zodra uw betaling is geregistreerd, wordt uw pakket verzonden. Indien uw betaling niet is ontvangen na onze derde e-mail en 10 dagen na verpakking, beschouwen wij dit als een wens van u om uw bestelling te annuleren. U bent uiteraard welkom om opnieuw te bestellen.

# Wat zijn de verzendkosten?

The shipping/handling fee is not included in the product price and is depending on the order weight, package dimensions and country of destination.

We do offer shipping with Postnord (distributed by your national post), DHL, UPS and GLS. There are both standard and express shipping, parcel shops and home delivery to choose between. Regional differences can restrict the possibilities.

Try ordering what you want, continue to step 2 in Checkout and you can see which carriers apply and the exact shipping costs for your order and your address prior to submitting the order.


World wide shipping

iMusic ships worldwide. Information about shipping methods and shipping rates to other countries can be found by entering the relevant delivery address and country of delivery in checkout, step 2.


For orders outside the EU

Local customs, taxes and custom clearance fees may apply and be charged from the shipping company upon arrival. Such taxes and fees must be paid by the customer. Local taxes and fees are NOT included in the price shown in our order basket. iMusic has no information on local customs tax amounts to be paid upon arrival. Many countries allow packages of small amounts to pass customs clearance without any cost/taxes/fees. Please check the legal regulations in your country for further information before ordering.

# Can I track my shipment?

De aangeboden verzendmethoden zijn afhankelijk van het land waarin u woont. Probeer te bestellen wat u wilt, en u kunt zien welke vervoerders van toepassing zijn voor uw adres op Stap 2 in Checkout.

Verzending is meestal mogelijk met Postnord (Deense Post), DHL, UPS en GLS. U kunt kiezen tussen standaard- en expresverzending, pakketwinkels en thuisbezorging. Regionale verschillen kunnen de mogelijkheden beperken.

Voor al onze zendingen krijgt u een Track & Trace link, zodat u uw bestelling tijdens de verzending kunt volgen.

# Waarom wordt mijn creditcard niet geaccepteerd?

We do offer the following payment methods:

  • ▪ Credit card (Mastercard, Visa Card, American Express, DinersClub)
  • ▪ Paypal
  • ▪ Klarna (only some countries)
  • ▪ Apple Pay


The payment methods offered may vary from country to country. Try ordering what you want, and you can see which payment methods apply for your address on Step 3 in Checkout.

Be aware that even though you are authorizing your payment upon placing your order, the final charge from iMusic will take place upon dispatch of your order. In some cases you can see a transaction on your account from the beginning, which only is an expression for the reservation of the order amount.

As payment authorizations might expire after approx. one month (different for each payment method), we might ask you to reauthorize your payment by email, if necessary.

# Why is my credit card refused?

If your Credit Card transaction is rejected, it may be of incorrectly entered information. Please check and try again.

Needed information:

* Card-(not account-number): 16 big digits on the front of your card.

* Month and year: F.ex. 10/12 meaning 10th month year 2012. Not 12th month 2010!

* CVC: 3 digits upper right corner of the field for your signature. You can also find a detailed explanation by clicking on the question mark next to the CVC field.


Missing or unsuccessful 3D payment authentication may also be the reason for refusal of credit cards.

If your payment by credit card is continuously refused, please try another payment method.

# Can I cancel / change an order prior to dispatch?

You can cancel an order that has not been dispatched at any time free of charge.

You are also welcome to request changes to your order (e.g. to add or remove items), as long as your order is not being prepared for shipping yet.

You can do this by calling us during our telephone opening hours or by sending us an email to info@imusic.dk stating that you wish to cancel / change your order. Please note that it might take a little longer to handle written requests. Give us a call, if shipping time is close, to be sure we can reach to stop your order.

In case of cancellation your payment authorization will automatically be canceled as well. If you choose to cancel items from your order, your payment will automatically be adjusted upon dispatch. For additions to an order, we do send a new payment link for paying the remaining balance.

Has your order already been shipped upon cancellation, you are welcome to use your Right of Withdrawal and return your order to us. See also the next paragraph.

# Can I return received items (Right of Withdrawal)?

The deadline for canceling an order is 14 days from the date on which you received the items or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

To cancel your order, you will need to notify us of the cancellation. You can do this by sending an email to info@imusic.dk and stating that you want to cancel the purchase. You are also welcome to call our customer service in Denmark at +45 86 13 73 43 (Central European Time). In case you want to call, check our office opening hours and possible time difference in advance.

You cannot cancel by refusing to receive the item or by refraining from picking it up without giving notice that you are canceling. You must send your message stating that you are canceling your purchase before the cancellation deadline.

We reserve the right to refuse returns of any items that do not meet the below return conditions and will in those cases not refund shipping costs, return shipping costs, applying customs or other fees, that might apply. For further information on return costs see the next paragraph.


In order to be eligible for a return of any items, please make sure that:

* The items were delivered during the last 14 days

* The item seal has not been broken (valid for all music formats and movies)

*The article is unused (valid for merchandise, clothes, books and vinyl accessories)

* You have informed iMusic about the return in advance

* You ensure proper packing when returning the items to iMusic

* You have paid for return shipping (se also the next paragraph)


# Returns and shipping costs (Right of Withdrawal)

You are responsible for any shipping costs and other fees for returning goods to us. Ensure that the items are well protected during shipping, we will not refund any items that have been damaged during the return shipment to iMusic.


Please send returning goods to the following address:

iMusic A/S

Sindalsvej 36

DK-8240 Risskov

Denmark


Please include a short message stating your name and order number to ensure smooth handling of your return at our warehouse.

Items must be returned unused, undamaged and in their intact, original wrapping. You will have to pay the return postage. Returned items sent as "cash on delivery" will not be accepted.

However, if a customer outside the EU neglects to pay for possible import taxes, customs duties or other fees applying upon arrival to the final country, the customer refuses to receive the shipment or the customs authorities are returning an order due to a mistake made by the customer or if the order is returned to iMusic for any reason that is not the fault of iMusic, iMusic will withdraw shipping costs, shipping costs for the return to Denmark before refunding the remaining amount paid.

# Complaints - If there is something wrong with an item

If you should receive a defective, faulty or damaged product or a product with content that does not match the item description on our website, you can complain within 24 months from the date of delivery by contacting us at info@imusic.dk or tel. +45 86 13 73 43.

A claim must always be made within reasonable time after you discovered the defect. We will process the complaint as soon as possible and return to you, if a price reduction or a full refund can be offered or not. If the order only contained the one item that is the subject of the complaint, iMusic will also refund the shipping costs for that order.

We ask you to describe the problem in as much detail as possible, by sending pictures and/or videos of the defect. If you complain more than 6 months after receiving the goods, you must be able to prove that the defect was present when you received the goods. However, for the first 6 months, the burden of proof lies with iMusic.

In order to obtain compensation for a complaint, the defect must have been present before you received the goods. If the damage is due to usage, iMusic will not provide compensation.

For orders within the EU we may choose to provide a return label, if necessary. If you choose to return the item on your own in another way or without our acknowledgment, we will refund the amount it would have cost us if you had used iMusics return label, but only if the complaint is justified. If the claim is not justified, all shipping costs in the complaint case will be charged to the customer.

Due to immense return costs and long transit times for shipments from outside the EU to Denmark, we do not require the return of defective items. Instead we may ask for proof of destruction of the defective item, in order for us to issue a full refund.

However, a return of a defective item on our costs, must at any time be accepted by our customer service in advance.


Complaints - special guidelines for K-pop

K-pop (Korean pop) is a special product category where each product typically comes in several different versions, which are initially distributed randomly.

You are always welcome to indicate a preferred version in a comment to your order (this is done at Step 2 during check-out). However, it cannot be guaranteed that the preferred version will be available. We will do our best to accommodate preferences listed in a comment, but we reserve the right to provide an alternative version if the preferred version is not available.

If you have received a version other than the preferred version and you wish to return the received version, you are still entitled to the general right of withdrawal, provided that you have not broken the seal on the product. As the buyer, you are responsible for the return costs.

# Can I save the items for later?

You can save items to order them later by either parking your shopping cart (only possible in some instances) or by creating a wish list. Please see the next two paragraphs for further information.

Please be aware that it is not possible to reserve items in any of those two possibilities, and stock status and prices might change and be updated in the meantime.

# Can I "park" my shopping cart?

If you have accepted cookies, have chosen the remember me function and depending on your browser settings, your shopping cart can be parked for at least 48 hours. If you want to park items longer than that, please use the wish list function.

We do not recommend parking your shopping cart though. Please be aware that items in a parked shopping cart are NOT reserved and can be sold out in the meantime. In rare cases prices can also be adjusted while a cart is parked, if prices are updated in the meantime.

# Kan ik een verlanglijstje maken?

Ja, u kunt uw artikelen eenvoudig verplaatsen naar uw verlanglijst / opgeslagen artikelen. Klik op "verlanglijst" onderaan het menu (vergeet niet eerst in te loggen), en verplaats de artikelen naar een bestaande of nieuwe verlanglijst, totdat u de artikelen wilt bestellen. U kunt zoveel verlanglijsten maken als u wilt.

# Can I send a wish list to someone?

Yes. Wish lists can easily be sent to friends and family! Click "wish-lists" (Log in first).

# Why do you have several different prices for the same items?

Wij proberen altijd zo goedkoop mogelijk in te kopen. Sommige artikelen kunnen voor een bepaalde prijs snel verstuurd worden, terwijl hetzelfde item veel goedkoper kan zijn maar een iets langere levertijd heeft. Wij kiezen ervoor om dit voordeel aan u door te geven. Dit is de reden dat sommige artikelen aanbieden tegen verschillende prijzen / levertijden.

# Are prices shown including VAT, customs etc.?

Muziek-DVDøs zijn zelden voorzien van ondertitels in een andere taal dan de hoofdtaal, en soms alleen bij de interviews etc. in and some times only in interviews etc. in niet-Engelse talen.

# Wat betekent "OST" of "O.S.T."?

Ja, u kunt uw adres, factuur- en afleveradres en zelfs de gewenste valuta en taal in e-mails van ons eenvoudig wijzigen. Log in, klik op Mijn account in de rechterbovenhoek, en kies Profiel bewerken om de wijzigingen zelf door te voeren.

Wijzigingen van uw adres in uw klantenaccount hebben geen invloed op openstaande bestellingen. Wilt u een adres in uw bestelling wijzigen, neem dan contact met ons op.

Als u wilt dat wij uw klantenaccount verwijderen, stuur ons dan een e-mail.

# ”Verkeerd wachtwoord”

Heeft u het getal 0 als de letter O gelezen? Of de letter I als het getal 1?

# Ik ben mijn wachtwoord vergeten. Wat moet ik doen?

Probeer het wachtwoord in te voeren. Indien het niet juist is, ontvangt u een email met uw login informatie.

# Wanneer ik probeer in te loggen, krijg ik het bericht "Er zijn geen gebruikers geregistreerd met dit e-mailadres". Ik ben een geregistreerde gebruiker, dus wat moet ik doen?

Bij de registratie heeft u misschien een ander email-adres opgegeven of wellicht een typefout gemaakt. U kunt een email sturen aaninfo@imusic.dk met ?login problemen? als onderwerp. Stuurt u uw telefoonnummer mee? We nemen de volgende werkdag contact met u op.

# Wanneer ik probeer in te loggen, word ik doorverwezen naar de inlogpagina. Wat moet ik doen?

Of uw browser instelling zijn incorrect: Druk op [F5] en dan [enter].
Of u bent reeds ingelogd. Kijk linksbovenaan de pagina onder het iMusic logo. Ziet u daar uw gebruikersnaam dan bent u reeds ingelogd.

# Can I change my password by myself?

Ja, u kunt eenvoudig uw wachtwoord wijzigen door in te loggen en te klikken op Mijn Pagina onderaan het linker menu.

# Bij het plaatsen van een bestelling krijg ik de foutmelding "Beveiligingsfout. Data decryprion error". Wat moet ik doen?

Het veiligheidsniveau van ons systeem vereist een nieuwere browserversie. Update uw browser en probeer het opnieuw.

# Ik ontvang geen e-mails van iMusic.

The most common reason for iMusic emails not reaching the recipient is a misspelled email address.

Please check that you have entered the correct email address in your account, by clicking on "My Account" in the upper right corner. In case you want to change your email address, you can do so under "Edit Profile".

It may also be due to a spam filter of your mail provider that is set up incorrectly. Check your spam folder or other folders your mail provider might use (promotions etc). Try adding our mail (info@imusic.dk) as a contact in your address book and see if this helps.

Another common reason for emails not going through is that your mailbox is full. Mail providers (e.g. hotmail.com) have a maximum limit on how much a mailbox can hold. If the mailbox is full, emails cannot be received. You should therefore always delete unimportant read mails so that there is room for new ones before the limit is reached.

# Kon u geen antwoord op uw vraag vinden?

If you couldn't find the answer to your question, you are of course welcome to contact us by email or during opening hours by telephone. Contact iMusic