Quick search

Live Jukebox

Frequently asked questions

CD ordering

1. What happens if I pre-order the CD and select the collect at venue option? How will I be able to find you?

If you choose the collect at venue option this means you will be able to take your CD home with you straight after the gig. We aim to have the CDs ready within 10-15 minutes

You MUST bring a copy of the e-mail confirmation with you so it can be used as a receipt. Failure to do so may prevent you from picking up your CD on the night.

We always have a visable presence in the venue, look out for our logo! If for any reason you are unable to find us, ask venue staff and they will be able to direct you to our sales or distribution point.

>Back to top

2. I have not received an order confirmation email. Has my order gone through?

Once your order is successful, you will be taken to an order confirmation screen. This will tell you your order has been successful and give you an order confirmation number (starting with CT). If you have been taken to this screen and given a number, your order has gone through.

You should also always receive a confirmation email detailing your order and the amount you have paid. If you haven’t received a confirmation email, check that you have entered the correct email by entering your details into the log-in box on the right hand column of the site.

If your email details are correct, and you have not received your confirmation within 24 hours of placing your order please contact customerservice@concertlive.co.uk with the following information:

Name
Postal address (including postcode)
CD(s) ordered with the gig, venue and date.
Contact telephone number

We will then be able to confirm whether your order has gone through, and if it has, check your personal details and issue you with your customer reference number.

3. What type of CDs do you use for your instant live albums

All of our live albums are created on TDK CD-R's. We use CD-R technology to enable us to make our products available instantly at the end of the gigs we record. There may occasionally be playback issues on older CD players, however this is rare. Please check your instruction booklet for further compatibility information.

>Back to top

Postage Charges

4. How much does postage cost?

The amount that you are charged for postage varies depending upon the amount of CDs you have purchased and your delivery location. Please note that orders of 5 CDs or more are sent recorded delivery. Postage charges are as follows:

Number of CDs	UK	Europe	Rest of World
1st CD	£2.99	£3.75	£4.49
1 to 3 additional CDs	£1.50 per CD	£1.50 per CD	£2.00 per CD
4 to 5 additional CDs	£2.00 per CD	£3.00 per CD	£3.50 per CD
6 to 8 additional CDs	£2.25 per CD	£3.25 per CD	£3.75 per CD
9+ additional CDs	£2.50 per CD	£3.50 per CD	£4.00 per CD

>Back to top

Website

5. I cannot complete my order on the website.

Ocassionally, due to your browser security and other internet settings, you may have trouble completing the order process. Due to many makes and models of computers and different internet service providers it is very difficult for us to give assistance here.

If you are having trouble completing your order please contact customerservice@concertlive.co.uk, let us know what the problem is, and we will try to resolve it as best we can.

>Back to top

CD collection

6. I pre-ordered my CD(s) (either online or at the venue) but was unable to pick it up after the gig. Can I get it sent to me?

Yes. We understand your plans may change, and should you be unable to pick up the CD(s) after the show we can arrange to have your order sent out to you.

You will need to pay P & P charges to have your CDs posted out to you. Please see point 2 on the FAQs for P & P charges. To arrange payment and delivery of your order please email customerservice@concertlive.co.uk.

To ensure we can respond to you quickly and efficiently include a short note explaining your situation along with the following details:

Name
Postal address (including postcode)
Order number
CD(s) ordered with the gig, venue and date
Contact telephone number

>Back to top

7. I forgot my order confirmation print out and so was unable to pick up my CD at the gig. Can I get it sent to me?

Yes. Unfortunately we are unable to honour collection orders without the order confirmation print out and order number at the venue. This is because we allow people to order online for collection right up until the concert starts. We can, of course, arrange to have your order sent out to you.

To ensure we can respond to you quickly and efficiently include a short note explaining your situation along with the following details:

Name
Postal address (including postcode)
Order number
CD(s) ordered with the gig, venue and date
Contact telephone number

>Back to top

Downloads

8. I have lost my download card. Can I still claim my exclusive version of the single?

Yes you can. To find out what your unique download number is send an email to customerservice@concertlive.co.uk.and provide the following information:

Name
Email address
Details of where you ordered the download (which venue/which artist)

>Back to top

9. I didn’t activate my download card at the venue. Can I still claim my exclusive version of the single?

Unfortunately not. All downloads must be activated at the point of purchase.

10. I ordered online but have deleted my confirmation email with my voucher code. Can I have it resent to me?

Yes. If you log into your profile and scroll down you can view all you confirmation email which include your download codes, you can also click to request your original confirmation email to be re-sent to you.

>Back to top

Delivery Times

11. When will my order be delivered?

Please allow 7-14 working days to receive your order.
Orders within the UK will be dispatched via Royal Mail and should reach the recipient within 10 working days.
For deliveries overseas, please allow up to 14 working days for delivery.

Please note that if you are pre-ordering a CD for delivery please allow 7-14 working days from the date of the actual concert.

>Back to top

Missing CDs

12. I have not yet received the order that I placed, what should I do?

If you have waited over 14 working days from the date of your order or, if you ordered before the concert, 14 working days from the concert date, and have still not received your CD please get in touch with us at customerservice@concertlive.co.uk and we will track your order.

To ensure we can respond to you quickly and efficiently include a short note explaining your situation along with the following details: