Welcome to the Help Center.
Here you should find all the information required to help you with your query including order returns, amends and cancellations.
Please look through the questions below and contact us if you can't find an answer to your enquiry.
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Frequently Asked Questions (11) -
A collection of the most frequently asked questions
What size do I need to order? +
Below is a rough adult size guide for T-Shirts, Hoodies and Sweatshirts.
Some brands and products may vary from these measurements but you can still use them as a guide.
Mens Size Guide
Size Chest Measurement Inches CM XXS 32-34 81-86 XS 34-36 86-91 S 36-38 91-96 M 38-40 96-101 L 40-42 101-106 XL 42-44 106-111 XXL 44-46 111-116
Womens Size Guide
S M L XL 2XL UK Dress size 8 10 12 14 16 Chest (inches) 32 34 37 39 44 Length (inches) 25.25 26.25 27.25 28 28.25
Can I download MP3s or Digital Downloads on my Mobile Phone, Mobile Device or Tablet? +
Please note that due to the restrictions in place on certain mobile devices you may not be able to download certain media file types such as MP3's or FLAC files. This includes the iPhone, iPad, iPod, Amazon Kindle, Blackberry, Nokia and Android devices.
You can download the digital downloads to a PC / Mac and then transfer them to the device using your device's software e.g. iTunes, Windows Media Player, Blackberry Desktop or Android File Transfer.
Visit your device manufacturers website for further instructions on how to upload media files to them.
Payment Methods +
We accept all major credit and debit cards including VISA Electron and American Express.
On selected stores we also accept payment via PayPal.
I’ve placed an order but would like to change my delivery address? +
To change the delivery address for a pending/pre-ordered order you can do so online using the order actions facility. To access this login to your account and click the option to 'View past and current orders'. Click on the order that you wish to change the delivery for. Click the button labelled 'My Order Actions' and you will be presented with a list of options. Select 'change my delivery address'.
Please note that we can’t change the address for orders that have been dispatched and any new delivery addresses for the order must be in the same country / shipping zone as the original order.
If the new delivery address is in a different country please contact us and we'll try to assist you.
How do I change my address details? +
To change your address you’ll need to log into your account and click to update your personal details. There is then a button for ‘Edit Addresses’. In this section you can see all the addresses currently assigned to your account. You can edit any current address by clicking ‘edit’ or you can add a new address by clicking ‘Add Address’.
Please note that if you 'Edit' an existing address, this will amend addresses for all pending orders. To change your address for all future orders you should add a new address to your account using 'Add Address'.
If you are wanting to change the delivery address for a current or pending orders please follow the instructions under the FAQ - 'I’ve placed an order but would like to change my delivery address?'.
How do I cancel an unwanted order? +
If your order hasn’t already been processed we will be able to cancel your order. Sadly we’re unable to cancel an order that’s already been processed.
You can check your order status and cancel orders by logging into your account and selecting the option 'view your current and past orders'. Click on an order number to the left of the table and then see the button label 'My Order Actions'. If the order hasn't been processed you will see an option to cancel the whole order or an individual order item.
Please note tickets are not eligible for exchange or refund as per the terms and conditions on the site.
How do I use the store? +
To use this store simply browse through the different sections for the store until you find the item/s you're after. From there simply click to add the item to your cart. Once you've done that the item is then in your cart.
To view your cart at any point you will need to click the 'view cart' link and this will show you what is currently in your basket. Once there you can edit the number of the specific item or remove it from the cart. If you change the number of an item click 'update cart' to save the changes.
If you have a discount code you can enter it on the cart page.
Once you're happy with what is now in the cart click 'go to checkout' to continue the buying process. Here you're given the option to register (if you're a new customer), pay via paypal or log in (if you're an existing customer).
Your login details will work from all other TM Stores and Townsend Records.
If paying by paypal you'll be asked to enter your paypal details. Follow the on screen instructions to complete your order.
If registering you'll need to enter all the details requested on the page.
If logging in enter your email address and password. Once you've logged in you'll be able to review your order. Here you can also edit your order and edit your address.
Now that everything is correct with your order you can choose to pay via PayPal or your credit/debit card. Please select the option you'd like.
You've also got the option to cancel your order.
From here simply enter your card details and complete your order. Once the order has been completed you will be transferred to the order confirmation page. This page include links to your social sites to share the news. You’ll also see your order confirmation number.
Where is my order? +
You can check the status of your order by logging in to your account and then selecting the 'view your current and past orders' option on your account page. Every order that we receive is important to us and yours was no exception.
The moment your order came through we've been busy picking and packing, sticking and wrapping to get it sent off to you as fast as we could so that when it arrives at your door it'll bring a smile.
You can now put your feet up, have a cup of your favourite warm beverage and possibly a nice slice of cake whilst Royal Mail carry out the delivery part of the order.
If we could, we would bring the parcel to your door personally and deliver it with your very own Townsend Music fanfare, but we do have to rely on Royal Mail....so if they don't show your delivery as much love and care as we would then we are very sorry. Let us know about it and we will do what we can to help. Occasionally things can be delayed or go missing so we would respectfully ask that if there is a problem, you let us know first. Any delays are not down to us.
Royal Mail states we are unable to claim for a missing item unless 15 working days has passed on UK orders and 28 working days on overseas orders. If you have not received your order after this time please contact us.
Where can I view my order history? +
You are able to check the status of your order by logging into your account. Once you’ve logged into your account select ‘view your current and past orders’. The following page will provide you with all your previous orders.
To view a particular orders details just click the order number on the left.
What are your delivery charges +
Postage charges applied are dependant on the size and the weight of the package.
A postage cost calculator is shown on the view cart page so you can get an idea of the cost before proceeding with your order.
The postage estimation is based on
standardpost (Royal Mail 1st class) but additional options such as tracked and courierwill be available at checkout with the prices shown.
What are your delivery times? +
All UK orders are sent via first class post as standard. All International orders are sent via first class airmail.
Items that are in stock when the order is received will normally be dispatched either the same day or next working day. Out of stock items and
importitems can take slightly longer. Orders for delivery within the UK will generally be received within 10 working days. Overseas orders will generally be received within 10-14 days.
Please note the Royal Mail states we are unable to claim for a missing item unless 10 working days
haspassed on UK orders and 28 working days on overseas orders. If you have not received your order after this time please contact us.