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Q: Why have I been charged for my Encore order up front?

A:  We are currently only able to take payment at the time an order is placed. Our systems do not allow us to defer payments until release or shipping date.


Q: What are the stages for processing my order?

A: Stage 1 is called “Processing”. At this stage we have received your order and your credit/debit card or Paypal account will have been charged. You should receive an email order receipt. At this stage we have NOT shipped your order.

Stage 2 “dispatched”. You will receive another email from us stating that your order has been dispatched. Your order has now been shipped and you should expect to receive it within 3-4 weeks.


Q: When will my order arrive?

A: Orders are shipped from the United States. Please allow 3-4 additional weeks after the date of dispatch to receive your order.


Q: Can I have tracking details for my order?

A: You will receive an e-mail to let you know your order is complete. Your order has now been shipped. Tracking information will be available for Collectors Box Sets and Deluxe Road Cases once your order has shipped.


Q: VAT: What do I do if I’m told to pay a Duty and/or VAT charge upon delivery?

A: This should not happen as VAT and Duty have already been paid and your package should be stamped accordingly. Please contact us if you have an issue with VAT or Duty at the point of delivery.


Q: Where is my download code?

A: Your download code and instructions will arrive with your order. It will be printed on a card located on the inside of the CD sleeve.  The download will be accessible via a weblink. The weblink will be the only way to access the download. Encore downloads will not be available in your digital library or digital library archive file.


Q: I ordered other Peter Gabriel items at the same time as I purchased an Encore product. Everything has arrived except the Encore products. Where is the rest of my order?

A: Only Encore products will ship from the United States. All other products are shipped from the UK and typically arrive sooner.


For any Encore related questions please contact encoreseries@themusic.com