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| To change your guide currency and shipping destination go here and 20% Value Added Tax will be removed from prices for Channel Islands and non European Union countries. |
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How do I contact Crotchet? |
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A. Our mailing address is: Return to select another
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A. The Crotchet Web Store consists of individual dedicated departments. You will normally enter the Web Store at the Main Classical department. You can move between departments using the Store Directory at the top of each department. From each department you can check the status of an order placed previously and access the Account Maintenance facilities. Each department features releases relevant to that department. Each department has access to the on-line database by using the keyword search box found at the top of each department. From within each department you are able to access the Advanced Search and select all or part of the database to search. Return to select another question |
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A. To order an item click the 'ADD TO BASKET' button. This will add the item to your shopping basket in a pop-up window. Closing this basket pop-up window you can continue shopping. You can change the quantity of the item in your basket and also remove it. If you wish you can checkout by clicking the checkout button. The prices displayed in the basket normally include Value Added Tax. VAT is charged at the British rate (currently 20%) on delivery to relevant destinations within the European Union excluding the Channel Islands. Also the shipping in the basket assumes a UK delivery. Once we know the shipping destination the checkout will automatically calculate whether VAT is chargeable and what delivery charge to apply. If you have logged in using your PIN the basket will know the shipping destination and the prices will automatically reflect this. If you have not logged in using a PIN, when you enter the
checkout display from the basket and complete the relevant details, the VAT and
shipping will be calculated. Even in the checkout display you can change the
quantity of an item you are purchasing, decide not to buy a specific item or
abandon your order all together. The information you provide at Check Out is used by us only for the purposes of fulfilling your order. We DO NOT sell or give your information to any third parties. When you have completed the check out process you will have displayed on your screen a confirmation of your order. An email confirmation will also be sent if you have selected this option at Check Out. What is a PIN? |
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Q. How do I pay for my order? |
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A.We will not process your order until we receive valid payment information. You have several options to get this information to us: At checkout we use the CardSave payment gateway to secure your
payment card details. You may fax your credit card details to us at +44 121 459 6697 or telephone +44 121 459 5566. We will accept payment by cheque (check) drawn on a British Bank made payable to Crotchet Ltd for the total amount of the order. Payment must be in UK Pounds Sterling What is a PIN? |
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A. The prices in the Crotchet Web Store are in UK Pounds Sterling. We will bill your payment card in this currency and your card company will convert this to your currency. Currency Convertor provides information on currency exchange rates. Return to select another
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A. The price you order at is the price you pay. If the a record company increases prices between when you order and when we despatch then this is our problem. The prices in the Crotchet Web Store are in UK Pounds Sterling. We display two prices, one in blue includes Value Added Tax and the other in red excludes VAT. VAT is only charged on relevant European Union destinations. VAT is removed automatically if the shipping destination is outside the EU or it is to a tax free area of the EU such as the Channel Islands. If the shipping destination is outside the EU then the recipient will be responsible for any import or local taxes that may be applied by the local authorities. These are outside Crotchet's control or responsibility. Return to select another question |
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A. Items to UK destinations are despatched by FIRST CLASS
Mail. Items to all other destinations are despatched by AIR MAIL. What are the shipping charges? |
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A. Complete orders for items in stock are shipped within 24 hours. For items we obtain directly from a record company we aim to despatch your completed order within 7 days. We may part ship your order if some items are out of stock or delayed. What are the shipping charges? |
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Q. Do I have wait until my order is complete before it is shipped? |
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A. No. We aim to despatch your completed order within 7 days. We may part ship your order if some items are out of stock or delayed. You ARE NOT charged extra shipping if we part ship. What are the shipping charges? |
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A. No. We do not charge any extra when part shipping an order. What are the shipping charges? |
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A. If your order does not arrive when expected please contact Replacement for items lost by delivery services will be handled on an individual basis. If an item is not received after a reasonable time has elapsed we will replace it at our cost. This does not affect your statutory rights as a consumer. How can I check the status of my
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| A. If you are planning to return an item please contact for a Returns Authorisation Code before taking any further action. This will speed the processing of any returned items. If you are not satisfied with your order, simply return the unopened item (with any seals and shrink wrap intact) within 28 days after delivery with the delivery note for a refund of the price of the item. A returned item should be carefully packaged to avoid damage and the package should be clearly marked "RETURNED GOODS" and state the Returns Authorisation Code obtained from Customer Services. If the item has been opened or played then we are unable to accept a return. This does not affect your statutory rights as a consumer. If the product is faulty you must notify Customer Services within 28 days after delivery and obtain a Returns Authorisation Code. A faulty item we will be replaced with another copy when possible. In the event of a faulty item we will send a replacement and you must return the original item to Crotchet within 28 days of our email confirming the despatch of the replacement item. We will pay for the faulty item to be returned to us. Please note the maximum we will pay is 2nd class UK postage or standard airmail outside the UK. If you do not return the original item to us by the end of the 28 days period then we reserve the right make a charge to your payment card for the price of the item and postage. This amount will be no greater than that paid on your original order for this item. If we are unable to despatch a replacement for a faulty item within 28 days of being notified that the item is faulty then we will contact you to determine how much longer you will wait for the replacement to become available or we will refund the purchase price and the cost of return shipping. Refunds will only be made when the returned item has been satisfactorily received by Crotchet. If returning a defective item please state the nature of the fault and timings in order that we can check this out on our equipment before any refund. Crotchet will check all returned faulty items and in the event we find no fault, we reserve the right to re-charge you for the item and recover reasonable costs for testing the fault from you. Refunds will normally be made within 7 days of Crotchet determining an item is faulty. A refund will be made using the same form of payment used on your original order. If the refund does not appear on your Payment Card Statement within a reasonable period please contact Customer Services. This does not affect your statutory rights as a consumer. If an incorrect item has been delivered by our error we will refund the purchase price and also the cost of return shipping (UK 2nd class postage or standard airmail outside the UK) when the returned item has been satisfactorily received by Crotchet. Refunds will be made either in the form of a credit to your account against which future purchases may be made or as a credit to your Payment Card. The customer has the choice of the refund method. In the event you choose a refund, this will be made within 7 days using the same form of payment used on your original order. If the refund does not appear on your Payment Card Statement within a reasonable period please contact Customer Services. This does not affect your statutory rights as a consumer. We recommend that you obtain proof of postage when returning goods as returned items not received by our Returns Department cannot be refunded. Return to select another
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A. The status of an order can be checked in by following the link in the email which confirmed your order. Alternatively go to Customer Service Centre and select the link on the left hand side of your screen depending upon whether your order was placed via the Web Store or via email. Order Status is updated each weekday at 7pm UK time. Order Status can also be accessed from each Department of the Crotchet Web Store, either at the top of your screen via the 'Your Account' or 'Check an existing order' link at the bottom. Return to select another question |
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A. You can cancel any item on your order up to 24 hours before despatch. Just send an email to quoting 'Cancellation' in the subject header and providing details of your order number and the catalogue number of the item you wish to cancel. We will confirm receipt of your email. How can I check the status of my
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A. Yes you can, but you DO NOT need an account to order from the Crotchet Web Store. Follow this link to set up a new account To set up an account you will need to decide upon your Personal Indentification Number (PIN) and Password. We recommend that both of these should be easy to remember. When you set up an account with a PIN this will save time in completing your details at the checkout. All customer details are treated in confidence. You can change your details in Account Maintenance. You can also access Account Maintenance from each Department. When you order for the first time with your PIN you will need to provide details of your payment card. When you order again using the same PIN you do not need to re-enter your payment details unless they have changed. Please note that you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. What is your privacy policy? |
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A. The PIN is your Personal Indentification Number. It is effectively your Account Number or User Name and is used to log into the Crotchet Web Store. You do not need a PIN/User Name to order from the Crotchet Web Store but it will help to speed your checkout because your details which are held securely on file will be displayed at the checkout. Can I set up an account? |
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A. If you have forgotten your PIN/User Name or Password you can find it in our database by inputting your email address into the box provided in Customer Service Centre. Customer Services will then immediately email your PIN/User Name or Password. Alternatively complete your order providing the details required at Check Out and ask us in the Notes box to email your PIN/User Name. We will fulfil this order and email your PIN/User Name. What is your privacy policy? |
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A. ALL customer information is treated in the STRICTEST CONFIDENCE. We DO NOT give or sell customer information to ANY third party companies. Your email address is requested at checkout. This is used to confirm your order and enable you to access Order Status. We send a monthly email detailing selected new releases and special offers. You can select whether or not to receive the monthly email at the time of Check Out. Following receipt of a monthly email you can if you wish remove yourself from the list by following the instructions in that email. Return to select another
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A. Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site. Two types of cookies are used on this website: Session Cookies : These are temporary cookies, which only exist in the period you access the website (or more strictly, until you close the browser after accessing the website). Session cookies help our website maintain the integrity of your shopping basket. Without session cookies enabled you will not be able to shop with us. Persistent Cookies: These are cookies, which remain on your PC after you have visited our website. We also use cookies to store your login information (but not your credit/debit card details) so you do not need to re-enter them on subsequent visits to the site and to enable you to be automatically logged in. We use Google Analytics to analyse the use of our website and help us create a more useful and easy to use site. The data collected is completely anonymous and does not store any personal details. The information, collected by Google through the use of the cookie, is used to analyse how visitors make use of the website and allows us to gather statistical information such as website activity, visitor numbers, popular pages, customer journey through the website, etc. We use Affiliate Window (AW) as part of our web site marketing. If you click through from a web site that is a member of AW cookies will be used to track this and any subsequent order on our web site that you may place. This is anonymous and any order total is used by us to pay a commision to the web site which you clicked through from. We don't control the setting of these cookies but they, AW are members of the IAB (Internet Advertising Bureau). As IAB members, they adhere to codes of conduct and best practice developed by the IAB. We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we'll assume that you are happy to receive all cookies our websites set. However, if you would like to, you can change your cookie settings at any time by following the help in your browser. Alternatively more information about how to do this in your browser can be found
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A. If you are unable to find an item in our database you can take one of the following two actions. If there are other items you wish to order add them to your basket and complete the checkout. At the bottom of the checkout screen is a box used for messages. Add the details of the items you wish to order to this box and finish your order. We will process your order and confirm by email the price and availablity, of the items you could not find, before adding them to your order. Alternatively if there are items you could not find and you are not ordering any items then contact to give us the details of what you are seeking. We will confirm by email the price and availablity. Return to select another
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A. The catalogue numbers used in the Crotchet Web Store are those used by the record companies. However magazines and reviews will frequently quote an incorrect number. For example a typical Decca catalogue number, recognised by both the Decca computer system and our database, is 4557602 but can be reproduced in a magazine as 455 760-2. If you input this number to our database you will get a 'No Match' message. Similarly a Blue Note disc from EMI which may be reproduced as 7243 8 21262 2 5, is in reality 8212622. If you get a 'No Match' message after searching using a catalogue number try again using one or more combination keywords from title, artist, composer, conductor, track or record company. Alternatively go to Advanced Search and use the search box on the left of your screen to search on any part of a catalogue number. If you can not find what you are searching for then contact to give us the details of what you are seeking. We will confirm by email the price and availablity. Return to select another
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A. The Crotchet Web Store aims to provide a high quality service at value for money prices. MULTI-BUYS are designed to give a better price. Multi-Buys are changed on a regular basis. Typically if you buy any 2 titles in a range you will get a discount. Follow this link for current Multi-Buys. Return to select another
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A. Yes and there is no charge for this service. At the checkout complete the shipping address which is where the gift will be sent and then complete the billing address which will be the address of the person sending the gift and the location of the payment card holder. At the bottom of the checkout is a gift message box which can be used to tell us what message, if any, you would like with your gift. Return to select another
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If you are unhappy with any aspect of the Crotchet Web Store we would like to hear about it straightaway. We are also pleased to receive feedback which can help to improve the Crotchet Web Store. To make a complaint or to pass on a compliment please contact We will acknowledge, by email upon receipt and any complaints will be investigated immediately. Return to select another
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The Crotchet Web Store uses a DigiCert "Extended Validation" SSL Web Server Certificate to offer secure communications by encrypting all data to and from the site. When you connect to a secure web server such as https://www.crotchet.co.uk your browser asks that server to authenticate itself. This authentication is quite a complex process involving public keys, private keys and a digital certificate. The certificate tells you that DigiCert CA has agreed that the server belongs to the company it claims to belong to. A valid certificate means that you can have confidence that you are sending information to the right place. DigiCert has checked and verified the company registration documents and the site's registered domain name. This information is included in the SSL certificate that Digicert issues. Click the SSL Seal at the top or bottom of each page for details of Crotchet's certificate: |
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You can also verify this information by clicking the padlock symbol when entering the Check Out. Return to select another
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When you place an order to purchase a product from Crotchet, we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that we've despatched that product to you (the 'Despatch Confirmation E-mail'). That acceptance will be complete at the time we send the Despatch Confirmation E-mail to you. Any products on the same order which we have not confirmed in a Despatch Confirmation E-mail to have been despatched do not form part of that contract. The Despatch Confirmation Email will detail for you those products on this order that have still to be sent. Crotchet reserves the right to cancel orders at our discretion. If we cancel an order or part order, it will be without charge to you for the part cancelled. Return to select another
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Crotchet does not represent or warrant that the material comprised on this site is completely accurate or up to date and Crotchet should have no liability in respect of such material or for any use of any such information by any person. Any information regarding availability is subject to record company stock levels. Return to select another
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This website is not directed to any person in any jurisdiction where the publication or availability of the website, or the promotions or offers, is prohibited and persons to whom such prohibitions apply must not use the website. These terms and conditions are guaranteed by and constructed in accordance with English law with English courts having exclusive jurisdiction. Return to select another
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Your Rights |
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These terms and conditions will not affect the statutory rights of a consumer. These terms and conditions shall be governed by English Law. |
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