Frequently asked questions

Orders

Where's my order?

We send you an order dispatch email when your order/products are sent out from our warehouse. Estimated delivery times are as follows:

  • UK Standard and Recorded : Can take 2 - 7 working days to arrive
  • Europe: 4 - 6 working days
  • Rest of World: 5 – 10 working days

If it has been longer than this time, then please click the Contact Us button at the bottom of this page.

If an item in your order is a pre-order product, then the item will be dispatched on the day it is released. The release date will be clearly shown on the product detail page on our website, however other in-stock items will be despatched according to your chosen delivery method

* All delivery times assume delivery to the UK Mainland (which includes Anglesey and the Isle of Wight). Deliveries to British Forces Post Office address, Northern Ireland, the Scottish Highlands & Islands, Isle of Man, Isles of Scilly and the Channel Islands will take longer, however, UK next day delivery will always be quicker than Standard to these locations.

I want a refund

Naturally, we hope you’ll be delighted with the products you purchase from us. If for any reason you want to return items, you can, within 14 days from the day that you receive the products. Some products are non-returnable for hygiene reasons, unless they are faulty, including pierced products, hosiery and cosmetic items

We cannot be responsible for any goods that we do not receive, so we suggest that you send any returns back to us using some form of guaranteed delivery.

Products returned to us must arrive in the same condition in which you received them and in re-saleable condition. That means:

  • Clothing and accessories must be returned unworn/unused, with all relevant labels and tags attached
  • CDs and DVDs must be in perfect condition, including the seal on the packaging.

All clothing, accessories, CD/DVD returns should be sent to:

Hed Kandi (Returns)
arvato digital services
Sonopress (UK) Ltd
Wednesbury One
Black Country New Road
Wednesbury
West Midlands
WS10 7NY
United Kingdom

Please ensure you include your web returns form with your items detailing your order number, your reason for refund when sending your product back to us. Failure to include this could result in a delay in processing your return.

Artwork returns should be sent to:

Eyecandy Art Group Ltd.
2 St Peters Road
Maidenhead
Berkshire
SL6 7QU

Faulty products that you notify us about within a reasonable timescale after delivery are eligible for a refund (subject to our confirmation of the fault). We have no further liability to you other than the refund of the products.

Please note that this does not affect your statutory rights.

How long will my refund take to be processed?

Refunds can take up to 5 working days to be processed from the receipt of returned goods. Refunds will be made to the credit card used to purchase the items.

My return was processed but I wasn’t refunded my delivery charge

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

Will I be charged customs and import charges?

For deliveries outside of the UK, any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

When will you ship my pre-order?

On the day the item is released. You will be able to find this out by checking the release date on the product page for the item you have ordered.

Do you do gift-wrapping?

Not yet, but we plan to bring this feature in soon.

I have received an incorrect item in my order

If you have received an incorrect item in your order, please let us know straight away by contacting our customer service department and they will try and rectify the situation

Do you ship everything together or separately?

If all of the items in the order are in stock at the time of ordering, then they will be dispatched together. If not, or in cases when an item is pre-ordered, then the in stock items will be dispatched first.

An item is missing from my order

Sometimes we don't send everything you've ordered at the same time ie pre-order, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately.

If your delivery note says an item should be in your parcel but it isn’t, please contact customer services who will be ale to assist you

Can I send to multiple addresses?

Unfortunately, not at the moment. To send to multiple addresses, you will need to make separate transactions for each different address.

Can I cancel my order?

Once an order has been placed (you have completed the order online and we have sent you an Order Acknowledgement email) it cannot be stopped.

Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. You must inform us in writing (email is fine) that you wish to cancel your order and please ensure you quote your order number.

In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them.

In all cases, the goods must be in their original unworn/unused condition and will be inspected on their return. Please note that CD’s must have their security packaging intact and in place to be returned under the distance selling regulations.

If we do not receive the cancelled order back, we may arrange to have them collected at your cost.

Can I change details of the order I just placed?

For security reasons, once an order has been placed (you have completed the order online and we have sent you an Order Acknowledgement email) it cannot be stopped. Any errors must be corrected using the returns process.
All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Can I place my order over the phone?

No, we currently only accept orders online.

What countries do you ship to?

We offer worldwide shipping.

Payment & security

Is it safe to shop at www.hedkandi.com?

We realise how important it is to securely store any information that you provide so we maintain the highest levels of security.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details.

Information passed between your computer and our website cannot be read if someone else intercepts it.

This technology includes the following features:

  • Authentification - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
  • Data Integrity - this checks the data being transferred to ensure it has not been altered.

You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

What is Verified by Visa and Mastercard Secure?

We're making changes to our on-line payment system to give you additional security. We have introduced the option of using 3D Secure Payments in the form of Verified by Visa and Master Card Secure Code.

These are security programmes created by the major Card Suppliers (Visa and MasterCard). They allow you to create your own personal password, known only to you, for use as an extra security measure each time you use your Visa or MasterCard payment card to make a future payment online.

For more information and to sign up FREE to these enhanced security services please visit either: Verified by Visa or MasterCard SecureCode

Once you have registered with your card issuer, you will automatically be prompted at checkout each time you shop with us to enter your password.

We hope that the new security measures will strengthen your confidence in our on-line services.

When do you take my payment?

When you reach the final billing page and press 'Submit’, we will immediately complete some basic checks on the payment details you have provided.

If these checks are authorised, then you will receive an email within a few minutes confirming your order. We will then contact your bank/card issuer for authorisation to take payment from your account. If your bank authorises payment, then the full purchase price will be charged to your card.

What payment methods do you accept?

We accept VISA, MasterCard credit cards as well as Maestro and Switch debit cards. Sorry, we cannot accept any cheques, cash or Paypal for payment.

You will need to enter the three or four digit number (known as CVV or CV2) that appears on the back of your card.

Do you store my card details?

No, we do not.

What currencies do you accept?

Currently, all transactions are in UK Pound Sterling (GBP).

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company at the time of placing the order.

Customers outside the United Kingdom may also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check the latest applicable local requirements before placing an order.

Why has my payment not been accepted?

Please check that you have entered all card details correctly and that your credit/debit card is still valid.

Please ensure that your name and billing address matches the name and address your credit/debit card is registered to.

If you are using a new credit/debit card, please check with your bank that your payment card is activated.

Can I buy gift vouchers?

Unfortunately, we do not sell gift cards yet, but we are planning to introduce these very soon.

Music Downloads

What format are my downloads?

Our downloads are all in 320 kbps MP3 format. These are a type of file which are forms of electronic music that you can store on your computer, or a portable music player.

They are created in a way that allows near-CD quality sound but also has a compressed file size so that it can be downloaded from the Internet and used with memory-based audio players and portable media players.

Are my downloads compatible with all MP3 players?

MP3s are playable on all devices including iPods. They do not have digital rights management (DRM).

Will my downloads play on my mobile phone?

As long as your phone supports MP3 format sound files, it should be fine. If in doubt, check with the phone manufacturer or your handset instruction guide.

Will I receive the track or album artwork?

Yes, you will receive a zip file including the MP3 track/s and album artwork.

How do I save my download file/s?

After buying music from this site, you will be prompted to 'Open' or 'Save' your file(s). You must click 'Save' and choose somewhere on your computer's hard-drive to store the file. We recommend somewhere that you can easily find the files such as:

  • On Windows XP, the 'My Music' folder in the 'My Documents' folder. Both of which can be accessed from the start menu.
  • On a Mac, you will most probably not be asked and it will download straight to the desktop (if this is the default download location). You can then move them to the 'Music' folder on your Macintosh hard-drive.

When the files have been saved, right click on the zip file and extract the individual files onto your hard drive.

Create a file and add all the individual tracks.

The tracks can then be added to your media player.

In iTunes - click on file; add folder to library; find the file and open in iTunes where it will be saved.

How do I play my downloaded files?

In order to play a track on your computer, you will need to use the music player software that is installed on your computer.

By default in Windows the music player is called Windows Media Player. To play your track, go to the place where you saved the file when you downloaded it and double click on it. This should then open up your default music player and play the music.

If you want to play the music you downloaded on a personal digital music player, (for example an iPod) then you must consult the manufacturers manual that came with your device.

My downloads won't play - help!

Go to the My Account area to redownload the music as it might have been corrupted during download. If this doesn’t work, request a refund and mark which tracks haven’t played correctly so we can fix the problem.

Also check your speakers/soundcard to ensure there isn’t a connection problem with them playing the music, by trying to play another sound file you may have on your computer.

My music download didn't finish, what shall I do?

  1. Click on 'Account' link at the top of the page (when you are logged in to our website).
  2. On the left, under 'Account', choose 'Order History', and you will see links to your download on this page.
  3. IMPORTANT! After you click on the link for your download, make sure you choose 'Save' to save the file to your hard drive, as trying to open the file before downloading it will cause it to fail.

I've lost or damaged a download - how can I re-download it?

  1. Click on 'Account' link at the top of the page (when you are logged in to our website).
  2. On the left, under 'Account', choose 'Order History', and you will see links to your download on this page.
  3. IMPORTANT! After you click on the link for your download, make sure you choose 'Save' to save the file to your hard drive, as trying to open the file before downloading it will cause it to fail.

Account Admin

I've forgotten my password/user name

You can select the ‘forgotten password’ link on the log in/register page. When you enter your email address into this section, we will reset your password, and email your new password to your registered email address.

How do I change my personal details?

You can log in to your account and change your details from the ‘my account’ section.

How can I unsubscribe from your emails?

You can use the unsubscribe link which is at the bottom of all of our emails. You can also log into your account on the www.hedkandi.com website, and change your email preferences there.

What do you use my details for?

We will use your Personal Data to fulfil your requests and we will ask only for data that is adequate, relevant and not excessive for those purposes. Where we send you information for any purpose, it may be sent by e-mail or post. When we ask you for Personal Data it may include the following purposes:

  • We may contact you occasionally to inform you of new acts, artists or products we will be promoting;
  • We may send you regular updates on issues we think will be of interest to you;
  • We may send you requested information on our products and services;
  • We may use your Personal Data for marketing purposes and market research; and
  • We may use your Personal Data internally to administer this website and help us improve our services.

To view our privacy policy in full, please click here.

How do I make a complaint?

Should you have feedback or any issues you'd like to raise with Hed Kandi, feel free to do so by clicking the Contact Us button at the bottom of this page.

What does this error message mean?

If you let us know where you saw the error message, and take a screengrab of the error message (use the ‘print screen’ button and paste the image into Word). We will then investigate.

Music Information

When is this title released?

For products that are available for pre-order, you can check the products details page for the release date.

Is there a special edition of this CD?

We offer limited edition CDs for some of our releases. To check for these, all you need to do is search for ‘limited edition’ on our website, as this would be in the product title if available.

I want to buy a song that I heard on your radio player? How can I find out what it was?

Click the Contact Us form at the bottom of this page, and get in touch with details of the date, time and DJ you were listening to. We will then let you know which song you were listening to, and if it is available to buy on our website.

I can't find an album I'm looking for

Find out which album they’re trying to find as it may be back-catalogue that isn’t available anymore, or they may be spelling it wrong.

Can I download the videos on your site?

If you use Realplayer 11, you should be able to download videos. You can contact Real Player for further instructions, should you need them.

I can't play samples from the site?

You will need the latest version of Flash installed on your computer, or a HTML 5 compatible browser. If it still doesn’t play, make a note of the album/track, then click on the Contact Us button at the bottom of this page to make an enquiry.

Hed Kandi Events

I want to book a table at a Hed Kandi Bar.

For table/VIP bookings please contact brightonbar@hedkandi.com or claphambar@hedkandi.com

I want to Hire a Hed Kandi Bar for a private function.

For any private Hire inquiries, please contact brightonbar@hedkandi.com or claphambar@hedkandi.com

I want to organise a Hed Kandi Party.

If you would like to talk to us about organising a Hed Kandi party at your club/bar please contact bookings@hedkandi.com

I want to be part of team Kandi.

For all bar staff enquiries please contact barstaff@hedkandi.com
For any A&R Submissions, please email any demo material to demo@hedkandi.com

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