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Frequently Asked Questions

Contact us if this information does not answer your question.

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

For information on ordering, please see How To Order.

My order hasn't been delivered yet. Is it on its way?

If you have placed a confirmed order with us, please allow the maximum Despatch And Delivery times for your location. You can then Contact Us, with the date and delivery surname of your order, and also (if possible) your WorldPay, PayPal or Music Scotland confirmation email or order reference.

We will respond by email within two working days to confirm the despatch date and delivery address of your order.

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

After your payment transaction has completed, you should receive an Order Confirmation email from us. You should also receive a separate Payment Confirmation email from WorldPay or PayPal. If you have received both of these messages, please rest assured that your order is being processed normally. If you require confirmation of receipt or despatch of your order, or any other information, please forward one of these messages to us with your query.

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

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

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.

For further information on payments, see WorldPay Shopper Help or PayPal Shopper Help.

If unsuccessful, you may wish to try your order again at a later time or on a different computer. If you still experience a problem with the payment stage after trying again, please Contact Us. Give us the exact error which you experienced and we should be able to help you further.

What does an error message during the Worldpay/PayPal payment process mean?

WorldPay error messages:

I have received an error message - has my payment gone through?

If you receive a payment acknowledgement e-mail it means you have placed an order. The email will contain information about the order you have made and will contain a Transaction ID that we use to identify you. If you have any queries regarding delivery of your product please email us. A payment acknowledgement e-mail will be generated with a different Transaction ID number for each purchase/debit from your card. If you receive two or more payment acknowledgement e-mails for whatever reason, please email us immediately and make us aware that you have placed multiple orders by mistake.

What does W331 Declined mean?

This type of response corresponds to a decline from the processing bank. The authorisation process is carried out by the bank and WorldPay has no part in the subsequent decision. The decline message is sent to WorldPay by the bank with no explanation nor justification. The reason for a decline is often to do with incorrect information entered, which does not relate to your card. For example:

  • Wrong issue number
  • Wrong expiry date
  • Wrong valid from date
  • Wrong security code

If you still have problems we advise you to contact your card issuer to find out more information.

What is W330 referred?

This type of response corresponds to a referral from the processing bank which translates into a decline on the Internet, because no further identity checks can be carried out. The authorisation process is carried out by the bank and WorldPay has no part in the subsequent decision. The referral message is sent to WorldPay by the bank with no explanation. However, WorldPay is aware that on occasions banks refer for the following reasons:

  • a request for further information such as authorised signature or card holder identification
  • frequent use of the card within the last 24 hours
  • a random referral

If you call your card issuer, they may say that they are awaiting an authorization code from the business. As this is an online purchase, an authorization code CANNOT be obtained and sent to your card issuer to authorize the transaction. We would therefore advise you to try again later or alternatively use a different card.

Server Time / Thread error

The error message that you received responds to a connection problem conflicting with your internet browser. If you receive a payment acknowledgement e-mail it means you have placed an order. This payment acknowledgement e-mail will contain information about the order you have made and will contain a Transaction ID that we use to identify you. If an e-mail has not been received please attempt the purchase again.

Card number is invalid

Please double-check your card number. Are you entering the long number that spans the width of your card? This is the number that WorldPay requires. This should be 16 or more digits depending on your card type. Some cards have a Card Number printed on them - this is often an 8-digit number. This is not the number WorldPay requires.

Sorry - Cannot pay in USD/EUR using a Switch/Solo card

This error message responds to the fact that Switch/Solo cards are UK debit cards and can only be processed/debited for GBP ? GBP (£ Sterling) transactions. This is a card scheme rule. If you are trying to purchase from an overseas company/website, this would be impossible using a Switch/Solo card.

Do you accept Visa Electron cards?

WorldPay will be able to accept payments via Visa Electron cards, only if the Visa Electron logo is displayed on the WorldPay payment page for MusicScotland. Also WorldPay can only accept payment via Visa Electron cards if your card issuer/bank has allowed your Visa Electron card for online use.

What happens when I pre-order?

Titles marked as AVAILABLE FOR PRE-ORDER are not yet in stock with us. You can place this item in your shopping cart with other items, and payment will be charged to your card at the checkout as normal. This title will be despatched to you separately, as soon as stock arrives with us on the release date. Any other in-stock items in your order will be despatched to you within our normal schedule of next working day.

The estimated despatch date or current stock status will be kept updated on the title's page, and you will also be kept informed by a weekly email.

Please note that release dates may be subject to change at short notice, depending on the title's actual production and distribution schedule. If you prefer to wait for a title to arrive in stock with us before ordering, join our monthly Newsletter for updates.

A title in your catalogue is shown as 'out of stock'. Will it come back into stock soon?

We always remove titles from our catalogue that we do not expect to be able to supply within a few weeks at latest. We do accept orders and payment for out-of-stock titles if we expect they will be coming back into stock soon, though this depends on the producers of the title supplying us with stock again.

Titles marked as OUT OF STOCK are temporarily out of stock with us. You can place this item in your shopping cart with other items, and payment will be charged to your card at the checkout as normal. This title will be despatched to you separately, as soon as stock arrives back with us. Any other in-stock items in your order will be despatched to you within our normal schedule of next working day.

If we are unable to despatch one of these titles which you have ordered, we will refund your payment for the item, plus any relevant payment made for postage. If the title is more than a few years old and has been deleted by the producer, normally it is unlikely to be re-released later.

Why is the mp3 player not working for me?

Our player uses Adobe Flash Player. Some browsers (including iPad) may not support this - check here to see if your browser should support Flash Player.

If you are seeing a blue player box and no track names, or they aren't playing as they should, please Contact Us to let us know - thanks!

Interrupted playing probably means that your data connection speed is not fast enough to support streaming of the music files.

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 PAL or NTSC format and Region support of your DVD player. Please check this as unfortunately we cannot accept returns of opened, non-faulty DVDs because they are not compatible with your player.

Which BBC Transatlantic Sessions DVDs and CDs are currently available?

Our full range of Transatlantic Sessions DVDs and CDs are listed here. The DVDs contain the entire series as televised, while each CD volume contains a selection of music from the shows. North American customers will require a PAL-compatible DVD player. The complete The Highland Sessions is also available on PAL DVD.

Which Edinburgh Military Tattoo DVDs or CDs are currently available?

Our full range of Edinburgh Military Tattoo DVDs and CDs are listed here. The DVDs contain the entire show as televised, while each CD volume contains a selection of music from the shows. Customers worldwide should be able to play these DVDs on their PAL or NTSC-compatible DVD players. We regret that we are unable to source any Tattoo titles on DVD or CD prior to the years shown, nor from the shows performed in Australia.

Do you offer mp3 music downloads?

We do not currently provide mp3 or other formats of digital music to download to your iPod, iTunes or other players and software. We hope to make these available in future.

Do you offer Gift Vouchers or Gift Wrapping?

Where are your Privacy and Returns policies?

You can find our Returns Policy and our Privacy Policy on our Terms & Conditions page.

Can you send me a paper copy of your catalogue?

For a full list of the titles which are currently available from us, please see our printable sitemap. We regret that 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.

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

If you found a particular part of our website confusing, lacking in information or inaccurate, lease Contact Us. If you have ordered from us, your customer review will be published here (with your permission). Our service and products are independently rated by Feefo.

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

Use our search at the top of each page to locate a CD, DVD, book or other title. Enter short and specific keywords such as the album or artist name, tune, song, instrument or catalogue number. If you cannot find any particular title this way, we are unlikely to be able 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 to double check.

Can you give me tour dates or contact details for one of the artists featured in your catalogue?

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, Facebook page or recording company instead.

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. This is not always evident from the outer packaging and so not always indicated on our title 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 by Googling the lyrics. You can then use our search to find recordings of the song.

I would like to use music from one of your titles 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 titles which we feature. Please contact the record company, artist or producer of the title directly for this permission.

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.

our range of musical instruments