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 “Completed”. You will receive another email from us stating that your order has been completed. Your order has now been shipped and you should expect to receive it within 3-4 weeks.
Q: When will my order arrive?
A: For individual CD orders shipping will begin approximately one month after the concert date. All orders are shipped from the United States. Please allow 3-4 weeks delivery for your order. The delivery times stated above are approximate. We CANNOT guarantee that any orders will arrive before 24th December 2014.
A: For Collectors Box Sets and Deluxe Road Case orders shipping will begin approximately one month after the end of the tour. Orders are shipped from the United States and will arrive approximately 3-4 weeks after the date of dispatch.
Q: When will my FREE CD gift ship?
A: Free CDs will be dispatched at the same time as main CD order.
Q: Can I choose which show I receive for my free CD?
A: No, specific shows cannot be guaranteed for the free CD.
Q. Will my order arrive in time for Christmas?
A: The delivery times stated above are approximate. We CANNOT guarantee that any orders will arrive before 24th December 2014.
All Encore order receipts include an additional Encore gift note. We have included this so customers purchasing as gifts have something they can print while they wait for their order to arrive.
You can find the link to the gift note on your Peter Gabriel order receipt email.
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 firstname.lastname@example.org