Frequently Asked Questions

FAQ

Use the link below to directly access a faq's section

Product information

I am looking for an item on the website but cannot find it

When an item is not listed on the website, this means that it is out of stock. All our items are not necessarily resupplied.

If one of the items we have offered is not in stock, please use the form below to know whether or not it will be restocked.

In order for your information request to be handled with maximum efficiency, please include if possible the following details :

Band's name
Album's name
Format / details (CD, Digipak, DVD, T-shirt, size, etc.)
Or maybe a weblink directing to the item you are looking for

Are all the items on the site available ?

Our website reflects our current stock (CDs, Vinyls, DVDs, VHS, Merchandising, Books) and what we can order for our customers within a reasonable time.

However, items ordered are deducted from the stock only upon validation of the order. Thus, an item available in limited quantity can be ordered by several people before the site is updated. In these cases, any order that we can not handle will be refunded (if you paid by check or bank transfer, the refund will come as a credit note).

Our website and stock information are updated on a daily basis.

Payment methods

How to pay by credit card ?

Payment by credit card is done through Mercanet.

The payment account is charged upon validation of the order or pre-order into our system, and not upon shipment of the order.

Refunds are proceeded through the medium of payment selected by the customer .

Credit Card: in which currency can I pay ?

Please note we only accept payments in EURO.

Credit card: My credit card is not accepted by SIPS / six payment ?

Credit Card types (Visa, Mastercard, American Express, etc.) available on wit payment and PayPal are mentioned on the payment pages of those sites. Please make sure that the card you are about to use is part of that list.

If the card type is accepted by the site and your payment is still denied, please make sure you have correctly entered the information on your card (name, card number, visual cryptogram, date of validity, or any other information requested by the payment page).

If other problems occur or if the payment still fails, please contact your bank.

Credit card: Why am I asked for additional information when paying with my credit card ?

This procedure is used when your credit card has not been validated by the automatic verification system of the website the payment is processed through, as the details you provided did not match the records of the card provider.

This means we need to make sure that the transaction is not fraudulent. In order to validate your order, we will need to make certain verifications. You will receive an email from our accounting department requesting additional documents (passport, a written confirmation of order signed, a photocopy of the credit card...). Europa distribution will not ship your order unless you can provide the documents requested. You only need to supply these documents once to order later using the same credit card.

Important: we need to validate PayPal or Mercanet payments within seven days, so please make sure you provide the documents listed above during this time. After seven days, we will not be able to validate your payment and your order will be automatically canceled.

Payment by PayPal

Payment can be made through PayPal after you have opened an account there. Please check PayPal for further information.

Any refund for unavailability of items will be processed via PayPal.

Payment by check

Warning : this payment method appears only if the main address of your customer file is located in France. We only accept checks issued by French banks.

Your order is saved when you click on the button "check". You will then receive an email confirmation. Please send your check made payable to Nowak Nicolas at the following address :

Europa distribution

686 chemin des banlenes
FRANCE

To ensure that your order is processed quickly, please remember to write your order's ID on the back of the check.

We send the orders upon reception of your check. If we have not received it within 7 days after the registration of your order, an e-mail reminder will be automatically sent to you. If we do not receive a check within 2 weeks of the registration of the order, it will be canceled.

If we are unable to send you an item after a confirmed order upon reception of your check, we will contact you and offer you either :

to pick a replacement item for the same price as the one missing
to get a credit note usable on a future order

Payment by bank transfer

Your order is recorded when you click on the button "bank transfer". You will receive an email confirmation containing the banking details required to complete the transfer. These banking details will also be displayed on the website immediately after confirmation of your order.

To ensure that your order is quickly processed, please enter your order's identification number in the wording of the transfer during the payment process. It is sometimes very difficult to trace unlabeled orders, which is why these will not be treated as a priority.

We will ship the order after our bank has notified us of the bank transfer. If we have not received it within 7 days after the registration of your order, an e-mail reminder will be automatically sent. If we do not receive confirmation within 2 weeks of the registration of the order, it will be canceled.

If we are unable to send you an item after a confirmed order upon reception of the money, we will contact you and offer you either :

to pick a replacement item for the same price as the one missing
to get a credit note usable on a future order

Our bank details are listed below :

Bank Information (for French customers)
Bank Code :
Place Code :
Account Number :
Bank Account

IBAN (International Bank Account Number)

BIC (Swift Code)

Cash, and money order

We do not accept payment by International Money Order or Cash Mandate.

We do not accept cash sent by post.

Shipping methods and shipping cost

Free shipping conditions

Shipping to France is free, provided that the price of the order is at least 70 € and that its weight does not exceed 5kg (11 lbs).

The weight of the order is automatically calculated at the time of the validation of the order.
This offer is limited to the use of a designated shipping company.

If you wish to choose another carrier, one providing tracking of the package for example, shipping costs will not be free.

Parcel tracking and choice of the shipping company

When your order is registered, you can choose among a selection of various shipping methods.

That selection depends on where you live as all carriers don't service the whole world.

All carriers offer parcel tracking. Once you receive the email notification stating that your order has shipped, you will be able to track the parcel by clicking the link in the email or going to the order tracking page in your customer account. There you will find an internet link leading to the tracking of the parcel on the website of the chosen carrier.

Delivery time

Delivery times will vary according to the carrier. When it is possible to figure out these times, they will be displayed during the validation of your order, when selecting the carrier.

Shipping costs calculation

The shipping costs added to the total of your order depend on several criteria :

the weight of your order
the delivery address
the delivery mode

To obtain an estimation of the shipping costs of your order, once all the selected items have been added to your cart, simply click on the "Get a quote" in the "My Cart" area located at the top of the website.

Order information

Status of the order

You can monitor in real time the status of your orders by visiting this link lien.

Find below the explanation of the different status :

Pending Payment (bank transfer, check) :
The Payment expected status designates an order which has been placed via the Shop and which payment has not been completed yet. Those are orders paid by cheque or bank transfer. You will be notified by email when we receive your payment and the status of the order will change.

Payment accepted by Sips :
The Validating payment designates an order paid via Paypal, which may have been done on the selected website but have not been received yet by our company. When the payment is received, you will be notified by email and the status of the order will change.

Processing :
This status means that your order has been properly saved and your payment has been registered. All required conditions have been completed and your order can now be processed.

Pre-order :
The Pre-order status means your order includes at least 1 item on pre-order. Your order will not be shipped before this/these item(s) is/are available.You will be notified by email when your order is available.

Cancelled :
The Cancelled / Refunded status means your order has been cancelled and refunded (when necessary). We will inform you of this refund by email.

Complete :
The Shipped status means your order has been sent.

Delivery

An item is missing from my order

A delivery note listing the items you will receive is sent to you by email when your order is shipped.

If one or several items you ordered is out of stock, you will be notified by email. You are then reimbursed of the missing element(s) of your purchase (monetary refund if your payment was made through PayPal, or as internal credit usable on a future order for other payment methods).

Please use europa.distribution.shop@gmail.com to inform us of any other concern regarding the delivery of your order.

The item does not match my wishes

Returns are possible but are subject to conditions.

We accept returns of damaged goods only if the customer has chosen an Express shipping method (Colissimo, TNT, etc.). Return fees supported by the customer and the shipping cost of the replacement product will be at our expense.
If the item you received does not match your order, please fill in the form below to contact our services. Upon reception of your return parcel, we will send you the item you wished for at our expense. You will also be compensated for the shipping costs of the return.
If you made a mistake during your order, we accept the return of your parcel but do not support any extra shipping costs. Please fill in the form below to contact our services. We will send you the item you asked for upon reception of the mistakenly chosen item. Possible payment adaptations are possible (refund or additional payment).

I cannot download the content of my digital download card

The downloadable content is available in one format:

Each track is available in MP3 format

Website

Suggestion and technical issues

In case of problems or if you encounter any errors while browsing our site please, use this email: europa.distribution.shop@gmail.com to inform us and mention the actions you have performed, the browser used (Firefox, Internet Explorer, Chrome, etc. ) and its version (to know the version of your browser, see the Help menu and sub-section "About ..." from your browser).

Please tell us the time and date of appearance of the error. If it concerns one of your orders please mention the five-digit number of the order.