Domino Mart - Frequently Asked Questions & Help
Domino Mart - Help
What payment methods do you accept?
We accept all major credit / debit cards and PayPal.
Why was my credit card / PayPal declined?
If you receive a notification from us stating that your credit / debit card transaction has been declined, it could be for any number of reasons. Please double check that you have entered all your details correctly. The billing address must match the postal address that your card is registered with.
If your card payment is declined after entering all the correct card and billing details, you may wish to re-try the payment using the PayPal option in the first instance.
Please note that it is your bank / PayPal that has declined the transaction and they will only tell the account holder (i.e. you) their reasons for doing so. Please contact them for further information.
Is the payment taken immediately?
Yes, the payment amount is taken during the order process from your card or via PayPal.
Shipping & Dispatch
If I pre-order a forthcoming release, plus another product at the same time does this ship separately?
No, when you place an order with us all the items in your order will be dispatched together. If you pre-order a new release, the order will be sent out to land on or around the release date of the pre-ordered album. The release date is shown on each album page below the artist and title. We aim to deliver all pre-ordered products on the actual day of release (unforeseen circumstances can mean that this is not possible).
How is the postage cost calculated?
The postage costs for your order are based upon the weight of the goods and the region you're located in relative to our warehouses around the world. We strive to offer a service that balances value for money and reliability, to ensure that your order arrives in good condition and in a timely manner.
Can I track my order?
Once your order has been dispatched from the warehouse, you will receive a dispatch email which will include details about the postage service used for your order. Not all postage services offer tracking, but where they do, you will receive links in the email to track your order through the postal service.
If you require further assistance then please contact us.
Which countries can you send orders to?
We are able to ship orders to most countries worldwide. Please note that we are unfortunately not able to deliver to some countries reliably due to logistical, customs or local governmental issues. We recommend visiting your independent record stores in those countries to purchase locally instead.
Due to licensing and legal constraints, certain releases cannot be shipped to all countries - if this is the case, it will be specified on the individual product page.
Duty and taxes for EU orders and other international delivery
All prices shown on our website for both products and delivery services are inclusive of any applicable VAT for orders shipping to the UK and EU. Orders shipped to North America will be automatically charged Sales Tax where appropriate.
If your order is being delivered to an address outside of the UK, the EU or North America please note it may attract local sales taxes and handling charges. Any orders over €150 will also be subject to customs duties. Any additional charges will need to be paid by you on receipt of the shipment. The specific rules vary by country; your local government determines tax and customs charges.
How can I expect the order confirmation and dispatch information to be communicated to me?
You will receive one order confirmation email after your order has been successfully placed. You will then receive a dispatch email once the order has been sent out to you from our warehouse.
If you have not received an email confirmation yet, please give it a few minutes and see if the email arrives. In some cases it is possible that your email has ended up in your junk / spam folder - please check to see if it has landed there.
If you believe that your order did not complete, or if you aren't sure and would like us to check, please contact us with your full name and approximate time of your order.
Can I edit and amend my order once I have received my confirmation email?
You cannot change any of the items in your order once it has been completed. You can cancel and receive a full refund for your order as long as it has not started to be processed and packed in our warehouse. Please contact us if you wish to cancel your order.
I have entered an incorrect detail while placing my order
Please contact us immediately on noticing any inputting errors.
My order has not arrived / has been damaged in transit
For the UK please allow 7 days after receiving your dispatch email, and for international orders 28 days before getting in touch for further assistance.
For any damaged items, please contact us with your order number and an explanation of the issue. After getting in contact, we may ask you to provide pictures of the damage if you can.
Can I return my order?
Items can be returned up to 14 days after your order is delivered. Please contact us with your return request. Your items must be returned to us in a re-saleable condition, sealed and in the original packaging. Please do not return items to us without contacting us first.
Can I add multiple items to my shopping cart?
On the Cart page you can choose the quantity of each item and the order total will update accordingly. Please note that for limited edition releases we may restrict the quantity that can be purchased by individual customers.
I have a download code for my record, how do I claim it?
Please visit this page and enter the code you have carefully.
If your code is not accepted, double check that there is no confusion between similar looking characters. Please also make sure that the code you are entering is your unique download code and not the catalogue number for the release (marked “for internal use only”). Should the issue persist, contact us including your code and details of the release that you’re attempting to download.
What types of audio files are available from Domino?
All downloads from Domino Mart are supplied as a choice of 16-bit WAV, FLAC or 320kbps MP3 files, with the ability to download multiple formats if you wish.
There is an option shown on some release pages to purchase 24-bit WAV and FLAC files separately, for releases where Hi-Res Audio (high definition) is available. The recording frequency (sample rate in KHz) of Hi-Res Audio files can vary according to each individual release. The file format is shown in the description on each release page after you select the "Download - Hi-Res 24-Bit" format for purchase.
When can I download or listen to the album I have purchased?
The link to download music files is included on the Order Summary page after you check out, and also in your Order Confirmation email from Domino Mart. If the music hasn't been released yet, you will receive an email reminding you to check the link in your Order Confirmation email on the release day.
Your downloads will be delivered to you as a ZIP file, so we recommend that you download them to a computer or laptop (rather than a phone or tablet) that has the ability to unzip and play the files.
For any physical orders: Each product page on Domino Mart will tell you whether the release includes a download card and/or any instant downloads.
A download card is included with vinyl purchases where specified. The card includes a code and details of a website to visit. You can redeem your code at www.domclaim.com.
Purchases on Domino Mart also include instant downloads of tracks where specified - for example when pre-ordering a forthcoming release.
Can I download my music to my phone or tablet?
Your downloads will be delivered to you as a ZIP file containing either your MP3, WAV or FLAC files. We recommend that you download them to a computer or laptop first, and then sync the files to your mobile device.
For Apple devices: Unfortunately downloading music files directly to Apple mobiles and iPads is not possible due to restrictions Apple place on these devices. However you can sync music from a Mac to your Apple device using these instructions if you’re using the latest macOS, or these steps for macOS 10.14 or earlier.
For Android devices: you can open ZIP files by installing a file manager app such as Files by Google or File Manager.
Can I re-download music that I purchased previously from Domino?
If your order came with instant downloads, or you purchased a Download format of a release: you can find the link to re-download your music in the original Order Confirmation email from Domino Mart (sent at the time of purchase).
If you received a download code with a record, please visit this page and re-enter the code you have carefully.
For any further queries, contact us including details of the release that you’re attempting to download, with your order number where available.
Can I re-download music that I purchased previously from Domino?
Due to tax registration requirements on digital downloads in some countries, we are unable to sell downloads to you directly from our website. Unfortunately we have no say in this, but we are actively looking for ways to improve the ordering process in the future.
Please check out local online music stores in your country who may have the download available to buy.
What data does Domino collect, and how is my personal information used?