FAQ

Diamond Club FAQs
1.0 Diamond Club Registration/Membership overview
1.1 When is the new Katherine Jenkins album released?
1.2 When does my subscription begin?
1.3 How long is a subscription?
1.4 What does my subscription entail?
1.5 When can I access the Diamond Club members area?
1.6 When can I access the Diamond Forum?
1.7 When will I receive my membership card?
1.8 How do I activate my Diamond Club card?
1.9 How will I receive my 10% Diamond Club discount for the KJ.TV store?
1.10 What if I have purchased membership for myself but the album has not yet been released – will I still receive my 10% discount for the KJ.TV store?
1.11 What if I have purchased membership as a gift – when will the giftee receive their 10% discount for the KJ.TV store?
1.12 Can I get my membership package giftwrapped?
1.13 How much is delivery?
1.14 How do I contact Customer Services?
1.15 Can I unsubscribe from Diamond Club emails?
1.16 What if I have difficulty reading / viewing the site?
1.17 Useful links

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1.0 Diamond Club Registration/Membership Overview
There are 2 types of card.
i) I bought Diamond Club membership for myself on KJ.TV by selecting the 'I want to join' option (your Diamond Club code on your card ends 'DP')
You get access to the DC area of the website straight away from when you purchase from KJ.TV. During the purchase process you will have either setup your Diamond Club login email address and password, or confirmed to use your existing KJ.TV forum login email and password (if you have already registered for the KJ.TV forum before purchasing the Diamond Club membership). You can therefore log into the Diamond Club and KJ.TV forum with this login email address and password.
Your Diamond Club code on your card simply entitles you to the 10% discount in the store and may be used to register yourself for other unspecified DC benefits. You can therefore register the Diamond Club code on your card to your Diamond Club account via the 'I want to activate my Diamond Club CARD' option (or navigate to http://kj.tv/diamondclub/activatemycard) for this purpose.

Subscription:
If you purchased Diamond Club membership for yourself on KJ.TV before Monday 9th November 2009, your Diamond Club subscription expires Monday 10th May 2010.
If you purchased after Monday 9th November 2009, your Diamond Club subscription expires 6 months from the date of purchase. Your subscription begins from the date you purchased, rather than the date you 'activate your card'. Activating your membership card by registering your actual card number at http://kj.tv/diamondclub/activatemycard is just to activate your membership code so it can be used on the store for a 10% discount, and for future reference for certain Diamond Club benefits.

How to login:
Once you have purchased your Diamond Club membership you can login by navigating to the Diamond Club area at http://kj.tv/diamondclub or the forum at http://kj.tv/forum and entering the login email address and password you setup on your Diamond Club account when you purchased.

ii) I bought the Fan Edition of Believe on amazon.co.uk or received Diamond Club membership as a gift (your Diamond Club code on your card ends 'SP')
You need to navigate to select the 'I want to activate my Diamond MEMBERSHIP' option (or navigate to http://kj.tv/diamondclub/activatemyaccount) to setup your Diamond Club login email address and password, or confirm to use your existing KJ.TV forum login email and password (if you have already registered for the KJ.TV forum before purchasing the Diamond Club membership). Once you have completed this process you will be able to login to the Diamond Club area of the website and forum using this login email address and password.
During this process you will also register the Diamond Club code on your card to your Diamond Club account, which will entitle you to the 10% discount in the store and may be used to register yourself for other unspecified DC benefits.

Subscription:
If you have activated your Diamond Club membership (by selecting the 'I want to activate my Diamond MEMBERSHIP' option or navigating to http://kj.tv/diamondclub/activatemyaccount) and completed the process before Monday 9th November 2009, your Diamond Club subscription expires Monday 10th May 2010.
If you activated you Diamond Club membership after Monday 9th November 2009, your Diamond Club subscription expires 6 months from the date of activation.

How to login:
Once you have activated your Diamond Club membership you can login by navigating to the Diamond Club area at http://kj.tv/diamondclub or the forum at http://kj.tv/forum and entering the login email address and password you setup on your Diamond Club account when you registered to activate your membership.

1.1 When is the new Katherine Jenkins album released?

The new Katherine Jenkins album ‘Believe’ is released on 26th October 2009. The Diamond Club edition of ‘Believe’ will also be released on 26th October 2009.

1.2 When does my subscription begin?

A Diamond Club subscription will begin from the point of member registration - i.e. when you register your name and address to the membership:
i) I purchased Diamond Club Membership for myself on KJ.TV:
If you purchased Diamond Club membership for yourself on KJ.TV before Monday 9th November 2009, your Diamond Club subscription expires Monday 10th May 2010.
If you purchased after Monday 9th November 2009, your Diamond Club subscription expires 6 months from the date of purchase. Your subscription begins from the date you purchased, rather than the date you 'activate your card'. Activating your membership card by registering your actual card number at http://kj.tv/diamondclub/activatemycard is just to activate your membership code so it can be used on the store for a 10% discount, and for future reference for certain Diamond Club benefits.

ii) I received Diamond Club Membership as a gift or purchased it from Amazon:
If you have activated your Diamond Club membership (by selecting the 'I want to activate my Diamond MEMBERSHIP' option or navigating to http://kj.tv/diamondclub/activatemyaccount) and completed the process before Monday 9th November 2009, your Diamond Club subscription expires Monday 10th May 2010.
If you activated you Diamond Club membership after Monday 9th November 2009, your Diamond Club subscription expires 6 months from the date of activation.

1.3 How long is a subscription?

An initial subscription will last six calendar months from day of activation.

1.4 What does my subscription entail?

Your subscription will give you access to the Diamond Club members area and Diamond Club forum area for six calendar months from point of activation. You will receive a 2010 Diamond Club calendar and a Diamond Club card. These will be delivered from 26th October 2009. You can also purchase a membership package which includes the Diamond Club edition of the Katherine Jenkins album ‘Believe’. This will be delivered from 26th October 2009.

1.5 When can I access the Diamond Club members area?

If you have purchased Diamond Club membership for yourself, you can access the Diamond Club members area immediately. Just use the email address and password you registered with at the start of the registration process. Please note that to access the Diamond Forum, you will need the username and password you registered with. You do not need the Diamond Club card membership number to access the members area nor the Diamond Forum.
If you have purchased Diamond Club membership as a gift, the giftee will need to register their account once the gift membership package has arrived. Once they have registered their account, they will be able to access both the Diamond Club members area and Diamond Forum.

1.6 When can I access the Diamond Forum?

If you have purchased Diamond Club membership for yourself, you can access the Diamond Club Forum immediately. Just use the username and password you registered with at the start of the registration process. Please note that to access the Diamond Club members area, you will need the email address and password you registered with. You do not need the Diamond Club card membership number to access the members area nor the Diamond Forum.
If you have purchased Diamond Club membership as a gift, the giftee will need to register their account once the gift membership package has arrived. Once they have registered their account, they will be able to access both the Diamond Club members area and Diamond Forum.

1.7 When will I receive my membership card?

The membership card will delivered with the complete membership package from album release date 26th October 2009. After 26th October 2009, please expect delivery after 3-5 working days.

1.8 How do I activate my Diamond Club card?

Once you have received your Diamond Club card, you will need to activate it at www.kj.tv/diamondclub/activatemycard. Alternatively, if you have received your Diamond Club membership as a gift or purchased through Amazon, you will need to go to www.kj.tv/diamondclub/activatemyaccount and complete your membership. You will need your Diamond Club card number for this process.

1.9 How will I receive my 10% Diamond Club discount for the KJ.TV store?

Once you have regsitered your Diamond Club code, you can simply enter your Diamond Club membership number at the checkout to receive your 10% discount. You will need to enter your membership number every time you purchase from the KJ.TV store, and must have registered your Diamond Club code - by Activating Your Card via www.kj.tv/diamondclub/activatemycard if you bought Diamond Club Membership for yourself on KJ.TV. If you have received your Diamond Club membership as a gift or purchased through Amazon, you will have done this during the Diamond Club Membership Activation process at www.kj.tv/diamondclub/activatemyaccount.

10% discount is only available to Diamond Club members.

1.10 What if I have purchased membership for myself but the album has not yet been released – will I still receive my 10% discount for the KJ.TV store?

All products within the Diamond Club store will have a 10% reduction until 26th October 2009. After 26th October 2009, your 10% discount will begin upon receipt and activation of your Diamond Club card.

1.11 What if I have purchased membership as a gift – when will the giftee receive their 10% discount for the KJ.TV store?

The giftee will receive their 10% discount once their account has been activated. Giftees will receive their membership package from 26th October 2009.

1.12 Can I get my membership package giftwrapped?

You can get your membership package giftwrapped for £3. The package will be delivered in an exclusive Katherine Jenkins Diamond Club box. This does not include the standard £2.75 delivery charge.

1.13 How much is delivery?

Delivery charges are £2.75 for any item in the store, including the Diamond Club membership package. Item gitwrapping must be purchased separately.

1.14 How do I contact Customer Services?

You can email customer services at katherinejenkins-cs@warnerartists.com. Please include your Diamond Club card number where possible.

1.15 Can I unsubscribe from Diamond Club emails?

You can unsubscribe from Diamond Club emails at any time. Please note however: all member benefits, such as ticket pre-sales and alerts to exclusive content, are communicated via email. You will therefore need to regularly check the Diamond Club members area to access any benefits. We hold no responsibility for any time-restricted member benefits which are missed due to email subscription being voluntarily suspended.

1.16 What if I have difficulty reading / viewing the site?

General Webstore FAQs

1 Using The Webstore
1.1 How do I use the shop?
1.2 How do I cancel my order?
1.3 What if I have difficulty reading / viewing the site?

2 Returns
2.1 Can I return products for a refund? / Returns Policy
2.2 How to return items
2.3 Can I exchange an item I don't like?

3 Shipping
3.1 Costs for postage
3.2 Product Delivery
3.3 Standard Delivery
3.4 Courier Delivery
3.5 Pre-orders
3.6 International Customers: What countries do you deliver to?
3.7 Can you split deliveries / do a part-dispatch?
3.8 My order hasn't arrived
3.9 My items arrived damaged
3.10 Wrong items have been delivered
3.11 Signed Products

4 Pricing & Payments
4.1 How can I pay for my order?
4.2 International Customers: How much will the transaction cost me in my currency?
4.3 VAT
4.4 International Customers: Customs & Import Charges
4.5 Problems with vouchers

5 Downloads
5.1 What formats do you sell in?
5.2 When will I receive my download / How do I download my order?
5.3 How long will my download take?
5.4 What is a ZIP file?
5.5 How do I transfer my downloads to my iPod / MP3 player / mobile phone?
5.6 How many times can I download a product I’ve ordered?
5.7 International Customers: What countries are downloads available in?
5.8 My download link doesn’t work / freezes / crashes
5.9 My file won’t play / plays badly on my computer
5.10 My download won’t play on my MP3 player / phone
5.11 Are digital download products refundable?

6 Terms & Conditions
6.1 Online Store
6.2 Prices and Payment
6.3 Making A Website Order
6.4 Your Right of Cancellation
6.5 Delivery
6.6 Usage Rules for Downloads
6.7 Technical Problems and Defective Products
6.8 Your Statutory Rights
6.9 Miscellaneous

7 Privacy Policy & Security
7.1 How safe is the store?
7.2 Do you store my credit card details?
7.3 What is the Privacy Policy?

8 Contact Details

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1 Using The Webstore
1.1 How do I use the shop?

- To order a Product click on the “Add To Basket” icon next to the relevant Product icon on screen.
- You will then be taken to the Basket screen, which displays the Product(s) you selected and the delivery options for any physical Products.
- Once you have selected your delivery options, you should then click on the “PROCEED” button.
At this point, you will be taken to a screen where you must enter your billing and delivery address and also add any additional notes to your order.
- The delivery label is automatically generated from the address you type into your delivery details when you place your order, so you are responsible for getting this right. Please do not use foreign alphabet characters as this may not be recognised by our system and may cause your address to be displayed incorrectly. We are not responsible for non-delivery if you have entered your address incorrectly.
- Click on the “Proceed” icon and you will be taken to the Order Summary screen, which contains a summary of your order.
- If you are happy to confirm your order, click on the “Confirm Purchase” icon, and your payment card details will be submitted to our payment services provider for secure processing. Once your payment has been securely processed, you will be taken to the Order Receipt Confirmation screen. The information on this screen will also be emailed to you at the email address you provide to us.

1.2 How do I cancel my order?

To cancel your order immediately, please email customer services at katherinejenkins-cs@warnerartists.com, quoting your order number and ‘Order Cancellation’ in the subject line of the email and they'll take care of it.
The only way to cancel an order is through the customer services team via this method.

Note if any part of your order has been dispatched, processing of your cancellation will be subject to the Returns policy stated below.

Tickets and downloads purchased are non-refundable and non-exchangeable.

1.3 What if I have difficulty reading / viewing the site?

Both Firefox and Internet explorer allow the user to override stylesheets and choose their own colours for web pages.
a) In Firefox: Click tools > options > content. Under “fonts and colours” click colours and choose the best colour combination for your use (yellow on black is used a lot, or in this case you can change to black on white). Make sure you uncheck “allow pages to choose their own colours”. This will override any styles on any websites.
b) In Internet Explorer 7: click tools > internet options > general and click the “accessibility” button. Check the “ignore colours specified on websites” button. This will default to black text on a white background (with blue links) although you can click the “colours” button on internet options and choose the colours you want to use.

2 Returns
2.1 Can I return products for a refund? / Returns Policy

With the exception of downloads and tickets, if you are not satisfied with any of the items you have received for any reason, you have a right to cancel your purchase of Product(s) from the Site and receive a full refund if you
i) Notify customer service at katherinejenkins-cs@warnerartists.com below within seven (7) working days beginning with the day after the day on which you received such Product(s).
ii) Return the product(s) unopened (i.e in original sealed packaging) and undamaged and within ten (10) working days beginning with the day after the day on which we received your valid cancellation notice. The date upon which the package is post-marked will determine whether you have returned the Product(s) within this time period and Products will be deemed received 2 days after the date of the post-mark (not including Sundays and public holidays).

We regret that we cannot refund you for postage and packing, except in the case where the product has arrived damaged. Failure to comply with the return obligations under this clause will result in a deduction by us of the direct cost of recovering the unreturned Product(s). All refunds will be processed at our sole discretion according to the condition of the returned Product(s).

We cannot offer refunds if
- The returns notification or product is not returned to us within the above stated timeframe
- You have unsealed (i.e. opened) audio or video Products received from us
- The product gets lost in the mail being returned to us and you cannot provide a valid ‘proof of post’ receipt

Tickets and downloads purchased are always non-refundable and non-exchangeable.

Damaged Stock

If your items arrive damaged, provided that you return such defective physical Product to us within seven (7) working days following receipt (determined in the same manner as the Right of Cancellation above), we will (on your election) either send you a replacement physical Product, or provide you with a full refund. You will need to return the damaged item to us before we can take further action. We will cover the cost of any defective physical Product returned by you up to the value of standard Royal Mail first class postage.

Our Mistake

If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing), or send you replacement copies, if there is available stock. The wrong item(s) will have to be returned to us (we will cover the return postage cost) before we can take further action.

Your Mistake

If your order is returned to us because you did not collect it from the post office or because you made a mistake with your address, we may be able to resend it to you, but you will have to pay the p&p charge to have it resent.

We are not responsible for non-delivery if you have entered your address incorrectly.

2.2 How to return items

- Notify customer service at katherinejenkins-cs@warnerartists.com below within seven (7) working days beginning with the day after the day on which you received such Product(s).
- Return the product(s) unopened (i.e in original sealed packaging) and undamaged and within seven (7) working days beginning with the day after the day on which we received your valid cancellation notice. The date upon which the package is post-marked will determine whether you have returned the Product(s) within this time period and Products will be deemed received 2 days after the date of the post-mark (not including Sundays and public holidays).
- Please return the item to us using the returns address label sticker on the despatch note included with your order, or return to:
Katherine Jenkins - Returns
Emery Limited
Units 7-11 Romsey Industrial Estate
Greatbridge Road
Romsey
SO51 0AD
- Please including a note of
i) your name
ii) order number
iii) a brief explanation of your reason for returning the items
iv) a proof of postage receipt (or photocopy)

For your protection always ask the Post Office for a 'proof of postage receipt' when sending your items back to us. You will not be charged for this. This proves you have sent the package back to us should the package get lost in transit. Please note the package is your responsibility until it reaches us.

We will be unable to refund or resend your order with out a proof of postage receipt.

If you would like to arrange for collection of the items for you (UK-only), please include this in your returns notification email – the cost for this within the UK is £10.

2.3 Can I exchange an item I don't like?

Yes, you can exchange goods purchased according to the terms laid out in ‘Can I return products for a refund?’. Please contact customer services at katherinejenkins-cs@warnerartists.com to let us know which item you would like to return and the item which you would us to replace it with. We will then advise you to return the item to us. Upon receipt of the product we will then arrange a replacement for the item required. Please see (6.2 How to return items) for more information. You will be required to pay the return postage for returning any unwanted items.

3 Shipping
3.1 Costs for postage

Orders delivered to the UK incur a £2.75 postage and packing fee for Royal Mail first class post. Beyond that P&P costs will vary by delivery location and delivery method selected.

3.2 Product Delivery

All items are subject to availability and as a result stated delivery times can only ever be approximate and should not be understood as guaranteed.

We will endeavour to process your order within 24 hours from receipt of payment from you. You should receive your Product within 5 working days of placing of your order and no later than 30 working days. Note this is with the exception of Pre-Ordered Products, which will be dispatched on (or no later than 3 days after) the stated release date. If there is going to be a further delay, we will notify you by email of the estimated delivery dates, whereupon you will be given the option to continue with your order or request a full refund.

Due to the lag in time between an order being placed on the site and the items being marked for dispatch at the warehouse (which updates the stock amount available to order on the store), occasionally orders can be taken on the store when no stock is available to process your order immediately - we have to order more stock from a supplier before we can send it to you. This can delay your order by up to 14 days.

In the case of a delay, we will notify you by email and give you the option to cancel your order (providing it is not a download/ticket/e-ticket).

We cannot currently split up orders (to send you some items now and some later)- all items in your order are compiled until they are all available for dispatch and then sent together. So, if you want to order several items with different release dates – for example when pre-ordering a single and an album - but would like the products delivered as they become available for dispatch rather than dispatching them all when all of your items are available for dispatch, it's best to place two separate orders.

3.3 Standard Delivery

We will send you a dispatch notification email when your order is shipped.
From this date, here is a rough guide to how long it should take for you to receive your order. Note this is a GUIDE ONLY and should not be understood as guaranteed.

UK Approximately 1-5 working days
Europe Approximately 4-7 working days
USA / Canada Approximately 7-14 working days
Rest of World Approximately 7-28 working days (depending on location)

All UK items are sent by standard First Class mail. All overseas orders are sent by standard first class airmail. Select the 'Courier' option in Delivery Options on the Basket page when placing your order if quick delivery or tracking are important. Once your order arrives in your country, it is passed to your postal service to complete delivery under local delivery guidelines.

Orders are not considered lost until 28 days have passed since the dispatch date.

3.4 Courier Delivery

A number of courier companies are used to ensure efficient delivery.

UK deliveries are normally delivered within 48 hours from the date your order leaves our warehouse. Other destinations may take up to 3 days for delivery.

We cannot guarantee next day delivery to the rest of the world.

Where possible tracking information is included on your order confirmation email. Please contact customer services at katherinejenkins-cs@warnerartists.com for further info.

3.5 Pre-orders

Items listed as Pre-order or with an Available From date in the future means you can place an order for a product that isn't available for general release. Except where there are stock delays, pre-orders are dispatched to UK customers for the day of release.

3.6 International Customers: What countries do you deliver to?

You can select your delivery country via a dropdown menu when reviewing your shopping basket before you reach the checkout stage. If your country is not listed, unfortunately we are unable to offer delivery to your country.

The delivery label is automatically generated from the address you type into your delivery details when you place your order, so you are responsible for getting this right. Please do not use foreign alphabet characters as this may not be recognised by our system and may cause your address to be displayed incorrectly. We are not responsible for non-delivery if you have entered your address incorrectly.

If you are experiencing problems with delivery please call our customer service team at katherinejenkins-cs@warnerartists.com.

3.7 Can you split deliveries / do a part-dispatch?

We cannot currently split up orders (to send you some items now and some later)- all items in your order are compiled until they are all available for dispatch and then sent together. So, if you want to order several items with different release dates – for example when pre-ordering a single and an album - but would like the products delivered as they become available for dispatch rather than dispatching them all when all of your items are available for dispatch, it's best to place two separate orders.

Please get in touch with customer services at katherinejenkins-cs@warnerartists.com if you have ordered all of your items on one order but would like them dispatched at different times.

3.8 My order hasn't arrived

First check your email (and SPAM folder) to confirm you have received the dispatch notification email to ensure that your order has actually been sent out to you.
If you selected standard Royal Mail delivery, please check that your local postal office aren't holding the package for you (in case they were unable to fit your package through your letterbox etc). They should leave a card to let you know they attempted delivery.

Please note that if they return the package to us because you did not pick it up, you will have to pay the p&p charge again to have it dispatched again.

Because of the variance in delivery times and Royal Mail’s terms of service, we cannot consider a package lost by the postal service until 28 days after the dispatch date – when the dispatch notification email was sent.

If 28 days have elapsed, and you have checked your local postal office, please get in touch with customer services at katherinejenkins-cs@warnerartists.com.

3.9 My items arrived damaged

If your items arrive damaged, we will either refund you in full (including the postage and packing), or send you replacement product if possible. You will need to return the damaged item to us before we can take further action. Please e-mail customer services at katherinejenkins-cs@warnerartists.com to arrange the refund.

[Please see the Returns section]

3.10 Wrong items have been delivered

If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing), or send you replacement copies, if there is available stock. If you have received incorrect items from what your ordered please contact customer services at katherinejenkins-cs@warnerartists.com. They will advise you on how to send back the items and replace them with the correct items.

[Please see the Returns section]

3.11 Signed Products

Products noted as Signed on the store are inevitably subject to availability. Due to the restrictions in availability and time to get stock to an artist to sign, we cannot guarantee that every customer will be dispatched the signed version. In these instances, orders are selected on a random basis, unless otherwise specified.

In the interests of fairness, multiple orders of signed goods may not always be completely fulfilled.

4 Pricing & Payments
4.1 How can I pay for my order?

Select one of the payment options displayed in the PAYMENT DETAILS section of the Checkout process

We accept a number of major credit and debit cards: Visa Credit, Visa Debit, MasterCard, UK Maestro, Solo, JCB and Electron.

Please note that some Switch, Solo and Visa Electron cards cannot be used for online transactions. This is not because we don't accept them, but because some banks don't allow them to be used online, please check with your bank.

Your card will be charged when your order is placed.

We do not store customers' card details on our server. This means that you will have to enter your card details every time you place an order or if you make a mistake when entering you card details.

4.2 International Customers: How much will the transaction cost me in my currency?

Your credit card will be charged in British Pounds Sterling and your credit card company will then convert that amount to your currency.

We’d suggest using one of the many 'Currency Converter' tools on the web (such as http://finance.yahoo.com/currency-converter), to get an idea of how much you will be charged.

Bear in mind even they cannot give you a 100% accurate figure of what you will be charged as exchange rates change every minute. There may also be a charge for currency conversion from your Bank and Credit Card company. Check with your credit card company.

4.3 VAT

Prices appear on the Site and are inclusive of VAT unless otherwise stated.

Tax rules state that we have to pay VAT on all purchases made within the EC where tax applies (i.e. except for certain tax free areas e.g. Jersey etc). We therefore charge the price displayed and pay the relevant tax to the UK government. So if a CD was priced at £10, everyone gets charged £10 but we pay the UK government a percentage of this amount for this purchase for any orders within the EC.

4.4 International Customers: Customs & Import Charges

If you are based outside the UK, please note any applicable import duties and taxes that are levied once the Products reach your country are your responsibility.

4.5 Problems with vouchers

If you are experiencing problems redeeming a voucher, please ensure that you are inputting the whole voucher code. If you are still encountering problems please contact customer service at katherinejenkins-cs@warnerartists.com.

5 Downloads
5.1 What formats do you sell in?

Unless otherwise stated all audio downloads are sold as high quality MP3 (256k 44.1kHz 16 bit) files. MP3 is the most universal audio file format and should be playable by all media players and portable music devices.

Unless otherwise stated all video downloads are sold as WMV 640x480, 25fps, 1500kb (DRM free)
If you want to convert them to ipod format, you can use the free online video convertor at http://online.movavi.com/. Then simply add the converted MP4 file to your itunes library and add to your ipod.

5.2 When will I receive my download / How do I download my order?

- For released digital products, once you have gone through the checkout process, you should be provided with your download order link immediately on the purchase confirmation page, and emailed a copy of this download link to the email address you entered during the checkout process.
- Simply click on this link and your browser should ask whether you want to Save the ZIP file package, or begin downloading it automatically to the default download location you have setup in your web browser settings.
- All the digital files you order in one checkout process are usually packaged together and delivered as a single ZIP file for you download. You will need to unzip this ZIP file in order to access your files. If you have Windows ME or XP, or Apple OS X, just double-click on the zip file to open it, and drag the contained files to your chosen location. If you don’t have these or if this doesn’t work, you will need to install an UNZIP program to access the files.
We recommend the free Stuffit Expander http://my.smithmicro.com/win/stuffit/index.html
- Note you are permitted two (2) re-deliveries (i.e. 3 total downloads) of each digital order previously downloaded by you. Note only the whole download order can be redelivered – individual items within that download order are not able to be selected for re-delivery.
e.g. If you order an MP3 album and video file at the same time, you may be delivered all items in a single ZIP on a single download order link. You will only be able to download this full ZIP package a total of 3 times.

5.3 How long will my download take?

Download speeds and times will vary depending on
- Your internet/broadband package
- Your internet connection at the time of downloading. This can vary based upon the number of users on the same Internet Service Provider in your area at that time.
- Your share of your network/wireless internet connection. This can vary based upon the number of users on your network at that time.
- Your wireless network connection strength if appropriate
- The size of the files you are downloading.

In general, a typical home broadband package should only take a few minutes to download a standard MP3 album, but it may take longer for any or a combination of the above reasons.

5.4 What is a ZIP file?

All the digital files you order in one checkout process are usually packaged together and delivered as a single ZIP file for you download.

A ZIP file is a single file folder that allows you to download several files together, and compresses them so they can be transferred across the internet at quicker speeds.

You will need to unzip this ZIP file in order to access your files. If you have Windows XP or Vista, or Apple OS X and beyond, just double-click on the zip file to open it, and drag the contained files to your chosen location. If you don’t have these or if this doesn’t work, you will need to install an UNZIP program to access the files.
We recommend the free Stuffit Expander http://my.smithmicro.com/win/stuffit/index.html

5.5 How do I transfer my downloads to my iPod / MP3 player / mobile phone?

Once you have unzipped you ZIP file download (See the What is a ZIP file? section), open iTunes and go to FILE > ADD FILE TO LIBRARY, or drag the folder into the iTunes window.

From there the file will be transferred to your iPod the next time you ‘sync’ your music.

The procedure for transferring downloads to an MP3 player varies according to the type of player you are using. We recommend consulting the user manual or manufacturer’s help pages for your player.

For video downloads, unless otherwise stated all video downloads are sold in WMV format, which don’t play on ipods as standard. Use the free online video convertor at http://online.movavi.com/ to conver them to ipod MP4 format (selected on the drop down menu). Then simply add the converted MP4 file to your itunes library and add to your ipod.

5.6 How many times can I download a product I’ve ordered?

You are permitted two (2) re-deliveries (i.e. 3 total downloads) of each digital order previously downloaded by you. Note only the whole download order can be redelivered – individual items within that download order are not able to be selected for re-delivery.
e.g. If you order an MP3 album and video file at the same time, you may be delivered all items in a single ZIP on a single download order link. You will only be able to download this full ZIP package a total of 3 times.

After these 3 permitted downloads of the digital order, the download link will no longer work.

Only once you have successfully downloaded the ZIP package will 1 of your permitted downloads be counted. If the download crashes part way through it will not be counted.

5.7 International Customers: What countries are downloads available in?

Although in many cases digital downloads are available to download from anywhere, due to licensing restrictions, downloads may not be available in every country we deliver physical product to.

Note that these are restrictions placed on the delivery mechanism, rather than the webstore purchase process. For this reason it is occasionally possible that an order could be placed for a digital product that is not allowed to be delivered to that country.

If you have ordered a download product and the download link does not work it may be due to territory restrictions - please contact customer services at katherinejenkins-cs@warnerartists.com and a refund can be arranged if appropriate.
5.8 My download link doesn’t work / freezes / crashes

Due the vast number of computer setups, network configurations and internet connections, we are unable to provide full technical support on download connections.

If a download link provided does not work, freezes or crashes, it is most likely due to:
- A problem with your internet connection for any of the above reasons.
- There is a restriction on downloading the item from your country – see the What countries are downloads available in? section.
- You have exceeded your permitted number of downloads – see the How many times can I download a product I’ve ordered? section.

If you are still having problems please get in touch with customer services at katherinejenkins-cs@warnerartists.com.

5.9 My file won’t play / plays badly on my computer

If a download doesn't play or function as expected, it's usually just a problem with the settings on your player. Because there are so many different combinations of computer setups and software versions, it would impossible for us to provide a sufficient help guide – we suggest searching Google and forums and consulting the media player manufacturer’s website for troubleshooting digital media problems.

For this reason we are also unable to offer technical support for downloads beyond a statement of the digital formats being sold.

Here are a few basic things to check:
1. Please make sure you are using the latest version of your media player, and that you have previously opened and configured it.
We recommend:
Windows Media Player http://www.microsoft.com/windows/windowsmedia/player/default.aspx
iTunes http://www.apple.com/itunes/download/
Realplayer http://uk.real.com/realplayer/

2. If you have trouble playing video downloads or the video renders , we recommend the VLC player http://www.videolan.org/vlc/

3. WMV Video Downloads
- Downloads should be opened for the first time in Windows Media Player 9.1 (or higher). You may be able to open them again in another program later, as long as the track was first opened in WMP9, but unfortunately we can't be sure which other programs will work.
- You must have an active Internet connection when you try to play the track for the first time. This is because you need to acquire the licence for each track.
- Make sure that your player is configured to automatically acquire licenses. You can check this by doing the following: Internet Explorer:
Go to tools, options, privacy and make sure "Acquire licenses automatically for protected content" is ticked. Click OK to save the new settings. Close your browser and then reopen it again so the settings can take effect.
- Please make sure you have not deleted your licence. You can check this by going to: Windows Media Player - Tools - Licence Management and ensuring there is a location for the storage of the licences. You should then try restoring them by hitting 'restore'.

5.10 My download won’t play on my MP3 player / phone

If you have downloaded your music as a single (zip) file, you should make sure that you have unzipped the ZIP file and extracted the files before you attempt to play them.
In many cases you will also need to add the files to your music library on your computer and add them to your device via the recommended software for them to be found and play on your device.

5.11 Are digital download products refundable?

All digital download sales are final and non refundable as you do not have a right to withdraw from a digital purchase once delivery of the products has started. This commences immediately when you have ordered a released (i.e. non Pre-Order) digital product as the system activates and delivers your unique download link.

6 Terms & Conditions
6.1 Online Store

The online store may provide some or all of the following (individually and collectively defined as “Products”):
- download services for music, videos and other Content such as wallpaper, screensavers and logos;
- streaming services designed to enable you to preview and/or listen to and/or watch music and videos online; and/or
- the ability to select and purchase CDs, DVDs, merchandise and/or tickets from us in accordance with the terms below.

You may purchase downloads for your personal and non-commercial use only. You are not granted any commercial sale, resale, reproduction, distribution or promotional use rights for the Products or any other Content, including any rights for uses that require a synchronisation or public performance licence with respect to the underlying musical composition. We may withdraw Products from the Site at any time.

6.2 Prices and Payment

Prices (including VAT and any delivery costs) are as set out on the Site. Prices are subject to change at any time before you submit your order.

The credit and/or debit cards which we can accept for payment are as set out at the point of payment on the Site. Prices appear on the Site and are inclusive of VAT unless otherwise stated. We may change the prices for Products at any time by posting new prices on the Site. You are responsible for payment of VAT and, if you are based outside the UK, any other applicable import duties and taxes that are levied once the Products reach your country.

We do not store your credit card details on the site once your order has been processed. Once your details are passed to the payments authoriser PSL, a PSL Transaction ID is issued and stored against your order which enables us to track your purchase in the event that we need to issue a refund.

By paying using your credit or debit card you confirm that the card is yours and that there are sufficient funds or credit available to cover the charges. The purchase will appear on your credit card or bank statement under the merchant name Warner and you may receive separate order references if you purchase a mixed basket of digital and physical Products. Your credit or debit card will be charged when you confirm your order on the Site.

We use encryption technologies to protect the security of your payment details and log in information whilst we process your order.

Please note that downloads may be subject to data charges by your internet or mobile phone provider. You are responsible for payment of such charges. For mobile downloads we strongly recommend using a 3G service and that you have a mobile data tariff.

6.3 Making A Website Order

Your order represents an offer to us to purchase a Product which is accepted by us only when we receive payment from you in respect of such Product. We may reject your order for any reason prior to acceptance.

6.4 Your Right of Cancellation

With the exception of downloads and tickets, you have a right to cancel your purchase of Product(s) from the Site and receive a full refund if you retain such Product(s) unopened (i.e in original sealed packaging) and undamaged and notify us at the customer service email address below within seven (7) days beginning with the day after the day on which you received such Product(s). In the event of your cancellation as outlined above, you must return such Product(s) to us unopened and undamaged within seven (7) working days beginning with the day after the day on which we received your valid cancellation notice. The date upon which the package is post-marked will determine whether you have returned the Product(s) within this time period and Products will be deemed received 2 days after the date of the post-mark (not including Sundays and public holidays). We will not be responsible for the costs of such return. Failure to comply with the return obligations under this clause will result in a deduction by us of the direct cost of recovering the unreturned Product(s). All refunds will be processed at our sole discretion according to the condition of the returned Product(s).

You have no right of cancellation in the event that you have unsealed (i.e. opened) audio or video Products received from us. Tickets and downloads purchased are non-refundable and non-exchangeable.

6.5 Delivery

We will endeavour to process your order within 24 hours from receipt of payment from you. You should receive your Product within 5 working days of placing of your order. Note this is with the exception of Pre-Ordered Products, which will be dispatched on (or no later than 3 days after) the stated release date. If there is going to be a further delay, we will notify you by email of the estimated delivery dates, whereupon you will be given the option to continue with your order or request a full refund.

6.6 Usage Rules for Downloads

We are not able to cancel your purchase or refund your order once your order has been placed.

In respect of downloads, you are permitted two (2) re-deliveries (i.e. 3 total downloads) of each download order previously downloaded by you. Note only the whole download order can be redelivered – individual items within that download order are not able to be selected for re-delivery.

To initiate re-delivery, either (i) click on your original download link; or (ii) contact customer services at the email address provided below, and a download link will be re-issued to you.

You may not burn any audio-visual Products (e.g. video downloads) to DVDs or otherwise. Each purchased audio-visual Product may be activated on up to three (3) PCs, in each case, for personal use. You may transfer audio-visual Products from PCs to up to three (3) portable devices with security set at a level no less than “1000”.

You may export, burn (if applicable) or copy Products (where permitted) solely for personal non-commercial use.

6.7 Technical Problems and Defective Products

Occasionally, technical problems may delay or prevent delivery of a purchased Product. In those circumstances, your sole remedy will be either a replacement Product or a refund, as determined by us in our sole discretion. Your statutory rights are not affected.

In the event that you receive a defective physical Product, provided that you return such defective physical Product to us within seven (7) working days following receipt (determined in the same manner as the Right of Cancellation above), we will (on your election) either send you a replacement physical Product, or provide you with a full refund. We will cover the cost of any defective physical Product returned by you up to the value of standard Royal Mail first class postage.

We will not be liable to you for failures, defects or delays in delivery caused by:

• Your provision of incorrect information;
• Your mailbox being full and unable to receive Content;
• Your failure to comply with instructions for use of the Service; or
• An event which is outside of our reasonable control.

6.8 Your Statutory Rights

Your statutory rights are not affected either by ordering from us or by us refunding you.

For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: http://www.consumerdirect.gov.uk.

6.9 Miscellaneous

If any provision of these Terms and Conditions shall be unlawful, void, or for any reason unenforceable, then that provision shall be deemed severable from these Terms and Conditions, shall be enforced to the fullest extent allowed by law as to effect the intention of the parties, and shall not affect the validity and enforceability of any remaining provisions.

These Terms and Conditions and any posted operating rules constitute the entire agreement of the parties with respect to your use of the Site and the Services, and supersede all prior or contemporaneous communications and proposals, whether oral or written, between the parties with respect to such use. You agree that you have not relied on any statements made by Warner in your decision to agree to these Terms and Conditions.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England. You hereby agree to the non-exclusive jurisdiction of the Courts of England regarding any and all disputes relating to or arising from these terms and conditions or your use of the Site or the Services.

7 Privacy Policy & Security
7.1 How safe is the store?

We take your online security very seriously. Safeguarding your privacy and confidentiality when using your credit cards to purchase products over the Internet is of the utmost importance to us. is very safe. Our site uses Secure Sockets Layer (SSL) which encrypts your transaction information. We also use High-Grade encryption technologies to protect the security of your credit card and password information while we are processing your order.

You can double-click the padlock symbols in the bottom right of Internet Explorer or Firefox to seemore details on our secure encryption.

Read more about SSL here http://en.wikipedia.org/wiki/Transport_Layer_Security

We do not store your credit card details on the site once your order has been processed. Once your details are passed to the payments authoriser PSL, a PSL Transaction ID is issued and stored against your order which enables us to track your purchase in the event that we need to issue a refund.

We do not store your credit card details on the site once your order has been processed. Once your details are passed to the payments authoriser PSL, a PSL Transaction ID is issued and stored against your order which enables us to track your purchase in the event that we need to issue a refund.

We will never email you asking for your account password, credit card or bank account details. We will never ask for your credit/debit card four-digit security PIN under any circumstances.

7.2 Do you store my credit card details?

We do not store your credit card details on the site once your order has been processed. Once your details are passed to the payments authoriser PSL, a PSL Transaction ID is issued and stored against your order which enables us to track your purchase in the event that we need to issue a refund.

7.3 What is the Privacy Policy?

You can read our full Privacy Policy here http://www.wminewmedia.com/privacy/

8 Contact Details

You can contact us via the contact form on the site, emailing the customer services team directly at katherinejenkins-cs@warnerartists.com or by writing to us at:

Katherine Jenkins Customer Services
Emery Fulfilment
Units 7-9 Romsey Industrial Estate
Greatbridge Road,
Romsey
Hants SO51 0AD

If you have sent more than one email and have not received a reply within 48hrs, you can call us on:
0844 888 5150

Please note that the webstore customer services team can only answer queries on webstore orders you have placed. They are unable to answer questions on
- anything to do with the band directly (music/touring/bookings/release dates)
- detailed technical support as mentioned above
- any product not sold on the webstore
- availability or release dates for product on any other webstore or retail destination

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