Guide to Shopping Online

All you need to know about ordering from Phoenix Distribution

Please note all prices on our website are in Australian Dollars.

Pre-ordering information
How do I order?
How do I pay?
Can't remember your password?
Delivery information and postage costs

Payment Information
How do I know if my payment has gone through?
I received an error code, what do I do?
My credit card has been rejected by your system as it is the wrong length / the issue number is incorrect?
How do I know my details are secure?
Where can I find the Padlock on the Payment Page?




After sales information
Our returns policy
Customs information
Once we receive the item, you may choose to exchange or refund
I have received duplicates in my order
My goods are faulty or have been damaged in transit
I have not received my order

Other useful information
Copyright information
Money Back Guarantee

How do I order?

Step-by-step Guide to Ordering

Find it
• Type a keyword in the search box at the top of each page.
• Browse the product pages.
• Check out the bestseller lists and features, or the new releases.
• Click the tabs at the top of the page.

Read all about it
• Full product description and sound samples where appropriate.
• Customer reviews and ratings.
• Prices and sound samples. Select it

Buy it
• Sign in using your e-mail address.
• Tell us where to deliver it.

Get it
• We will send you an e-mail confirming your order
• We will send you another e-mail when your item/s have been despatched.

How do I pay?

Once you've browsed our store and decided what you would like to buy you can pay by PayPal.

All orders are processed using PayPal and offers the highest level of encryption, providing extra online security for your payments.

Orders sent by post should be accompanied by a cheque. Cheques should be made payable to:
Phoenix Distribution

No quibble order cancellation and money back guarantee...buy with confidence

You may cancel your order at anytime by telephoning 1800 628 823 or emailing sales@newworldmusic.com.au with your name and order reference number. If your order has been despatched or has already been delivered, you may return your order anytime up to 30 days after receipt, for a full refund, whatever the reason.

FAQ's about your online payment through

How do I know if my payment has gone through?

When you pay for your order you will be sent to either a successful payment page or a failed payment page on the merchant website. You may also receive a confirmation email from the system, which confirms the status of your transaction.

If you are in doubt about the status of your order, please contact Phoenix Distribution with all the relevant details and they will be able to advise you of your order status.

I received an error code, what do I do?

If you receive an error code during the transaction process, please email this code to PayPal and they will advise you on how to proceed.

My credit card has been rejected by your system as it is the wrong length/the issue number is incorrect?

The  system will detect and reject any card number which is incorrectly formatted. If you believe that the  system should accept the details you are entering, please email the first 6 digits of your card number to PayPal and they will advise you further.

How do I know my details are secure?

PayPal is audited by an independent auditor on a regular basis to ensure that they comply with the latest security standards set out by Visa and MasterCard. If you have processed your order online using the payment pages hosted by PayPal, please locate and click on the padlock image which can be found on our payment pages to confirm that your details are collected in a secure environment.

Once you have entered your card details,  PayPal will securely send these details to your bank to be authorised. This is a completely secure process and PayPal ensure that your details cannot be accessed by a third party.

Where can I find the Padlock on the Payment Page?

The padlock is located in a different area of the payment page screen depending on the internet browser you are using - it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.

If you are using a MAC Browser then the padlock will be situated in the top right of your browser.

If the company that you are trying to purchase the goods from are using a html frameset, then you will need to click on the padlock around the top middle of the payment page. This will then allow you to bring the payment page out of its frameset and therefore your browser will be able to detect that the page is secure and thus display the padlock in your browser.

Don't want to order online?

If you want to order from us without using the Internet, you can do so by the following methods:

Post

Phoenix Distriution
3 Cumberland Drive
seaford
Victoria
3198

Telephone
Aus residents only:1800 628 823

Company registration details

Registered office address :-

3 Cumberland Drive
Seaford
Victoria,
3198
Australia

All prices include VAT.

Can't remember your password?

If, for any reason, you are unable to remember your password just go to the Log In page then click "Request New Password" tab. Enter your registered email address then click "Email new Password" and your new password will be emailed to you (some junk mail filters may affect receipt). If you experience any difficulties, please call us on 1800 628 823 and we will issue you with a temporary password (which you can change at your leisure).

Our returns policy

21 Day Guarantee
Here at Phoenix Distribution it is important that you enjoy shopping with us. If for any reason you are not satisfied with any item you order from us, just return it within 21 days of receipt for an immediate replacement or refund (minus postage costs).

Replacement Product
We are happy to exchange any product that you are not happy with, however we do ask you to enclose the appropriate additional postage for sending out a different title. (subject to change of postal costs)

Returning a faulty item
In the first instance please contact our customer services department for advice either by email at info@newworldmusic.com.au or telephone during office hours: -

1800 628 823

Simply indicate the reason for your return, include the invoice/delivery note with your return, and wrap the package securely. (Usually the packaging that they arrive in can be used for the return)

IMPORTANT: When returning an item please obtain a certificate of posting as Phoenix Distribution cannot be held responsible for packages that fail to arrive at our offices. Please note that our returns policy is only valid for 21 days from receipt of goods

Please post returns to the following address:

Phoenix Distribution
3 Cumberland Drive
Seaford
Victoria,
3198
Australia

 

Refunds
You may return any item within 21days of receiving it, for a full refund. We will refund your credit/debit card once we have received and processed the item (please allow up to 21 days). Please note that we can only refund delivery costs if the return is a result of our error.

Problems and Questions
If you have any problems with your order, please do not hesitate to contact us using the contact us tab at the top of the page:

Feedback
If you have any comments or suggestions, please send them to: info@newworldmusic.com.au

Customs Information

When ordering goods from Phoenix Distribution for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Phoenix Distribution you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

Once we receive the item, you may choose to exchange or refund

Please return the goods to the address below within 21 days of receipt. Once we receive the item we will be able to initiate a refund.

I have received duplicates in my order

Please return the duplicated item to our usual address which can be found on the Contact Us page. As soon as we receive the item we will refund your as appropriate. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us.

My goods are faulty or have been damaged in transit

Please inform us of the problem before returning. If requested to return the item then please return to the address found on the Contact Us page including the invoice/delivery note and a small note explaining the reason of return. FAULTY GOODS HAVE TO BE RETURNED WITHIN 21 DAYS. As soon as we receive the item  we will either initiate a refund or exchange as required. If you have any problems please do not hesitate to contact us.

I have not received my order

Orders via our internet site will be notified by email when we have dispatched your order.

Australian Customers

You should allow up to 15 working days from receipt of notification for delivery of your order. If it has not arrived please check with your local delivery office as quite often we find they have tried to deliver when a customer is out. If your local delivery office does not have it, please telephone 1800 628 823 or email info@newworldmusic.com.au and we will take the appropriate action.

Copyright information

All content on this site is protected by UK and international copyright laws. No part of the site may be copied, reproduced, distributed, redistributed, modified displayed or performed without prior written consent by Phoenix Distribution/New World Music (UK) Ltd.

This site is provided as a shopping resource by Phoenix Distribution. The site is provided on an “as is” basis. Phoenix Distribution makes no express or implied warranties of any kind relating to the provision of information or service on or by this site. Phoenix Distribution will not be liable for any damages of any kind arising from the use or misuse of this site or any of the information contained within it.

We reserve the right to make changes to this site, disclaimers, and terms and conditions at any time and all products are subject to availability.

MONEY BACK GUARANTEE

Phoenix Distribution promise you that if for any reason you are not 100% satisfied with any item you order from us, just return it to us within 21 days of receipt for an immediate replacement or a refund (less postage costs).

Each of our recordings also carries a full warranty against defect in workmanship for a whole year and will be replaced free of charge if faulty.