Here you will find the answer to most FAQ's.

All about shipping

When is my order being shipped?

We employ a very sophisticated software which allows the customer to select the shipment according to his/her requirements.
Shipment takes only place when all settings apply which the customer has selected or at the latest possible date.

When do I receive the item(s)?

After deejay.de has shipped the items per DHL, GLS, or DPD, 95 % of all standard packages will arrive at the customer's address the next business day.
These are normal delivery times and deejay.de has no influence on such dates.
If you absolutely require the item(s) the following day, delivery per express mail is possible.
The precise cost and arrival of such deliveries will be shown on the order form.

Which settings for shipping options are available?

For the moment we offer the following options:

Date:
This selection is best if you want to get your shipment on a special date.

The date is the day on that we write the invoice.
If you pay by cash on delivery, credit card it is also the shipment day.
If you pay by paypal or pre-payment it is only the day we write the invoice. The shipment will leave after we have recevied the money on our account.
Wird nach dem Versand per Fixtermin kein neuer Termin gewählt, wird das Konto automatisch wieder auf Versand per Lieferwert eingestellt.

Lieferwert:
Diese Wahl eignet sich, wenn man z.B. keine Sendung unter 40 Euro gesendet haben will, aber ein Versand an einem bestimmten Tag nicht wichtig ist.

Jedem Kundenkonto ist ein Lieferwert zugeteilt.
Dieser wird dann berücksichtigt, wenn dieser speziell ausgewählt wurde oder nach einem Versand per Fixtermin kein neues Datum ausgewählt wurde.
Der Lieferwert gibt eine Summe an, unter der keine Sendung versendet werden soll.
Meist werden Rechnungen direkt nach dem Erreichen dieser Summe erstellt.
Da dieser Wert aber einen Mindestwert darstellt, erstellen wir Rechnungen zum Teil auch erst einige Tage später, wenn absehbar ist, dass weitere Artikel im Rückstand in den nächsten Tagen wieder lieferbar sein werden.

Komplettversand:
Diese Wahl eignet sich besonders, wenn man keine Teillieferungen haben möchte, aber ein Versand an einem bestimmten Tag nicht wichtig ist.

Sind alle Artikel lieferbar, wird umgehend die Rechnung erstellt.
Nach der Rechnungserstellung wird das Konto wieder automatisch auf Versand per Lieferwert eingestellt.

Why was the order not shipped, even though the set delivery value was reached?

The delivery value simply indicates that sum below which a delivery shall not take place.
Most of the time, an invoice will be issued as soon as such a sum is reached.
However, since this value indicates a minimum value, we may also issue an invoice several days later if we realize that there are additional items outstanding and will become available within the next few days.

Why was the order not shipped, even though the order was placed prior to 18:00 hours?

We check each order after receipt and email the status of the order to the customer.
If this email can be send before 18:00 hours, shipment may take place the same day.

However, shipment can only be made if the selected forwarding firm and payment method allow it.

Forwarding firm:
Normally, all orders shipped via DHL, GLS, or DPD can be send out up to 18:00 hours.
Exceptions are express parcels via DHL, TNT, etc. as well as packages via Post.at.
Such shipments require an earlier pick-up time and cannot be send out after 14:30 hours on the same day.
Payment methods:
For same-day-shipments the following payment methods are available:
- COD
- Credit memo
- Credit card
- PayPal.
When paying by credit card, shipment can only take place after a debit has been authorized by the respective credit card company.
If selecting PayPal, the money must have been credited to our PayPal account prior to 18:00 hours of that day.

The following payment methods do not permit same-day-shipment:
- Prepayment
- Debit note first
If prepayment or debit note first is selected, shipment only takes place after our account has been credited.
Since such methods normally take 2-4 business days, same-day-shipment is not possible.

How much are the shipping costs?

Shipping costs vary depending on the shipping and payment method selected.
Within Germany and Austria a flat rate per packaged is being charged, regardless of the parcel's weight.
Exceptions are express parcels or shipments abroad.
Those are charged by weight.
You will find this information on our website under „Shipping costs.
Shipping costs to countries which are not listed on our website can be obtained from our customer service department.

Why can I not shift my shipping date?

The customer may select the shipping date of his/her choice.
If a date cannot be delayed beyond a certain time, this function will be locked by the latest possible shipping date.

What is the last possible shipping date?

From the first day a disc is available in the customer's backorder, the order may be reserved for up to 4 weeks, after which the item(s) must be shipped.
Each status email indicates this "as-late-as-possible" shipping date.
This date indicates the latest possible shipment of the item(s), even though the setting selected by the customer (delivery value, complete delivery, etc.) may not have been reached.

Can the latest shipping date yet to be moved?

In special cases we reserve the right to shift this date by max. of 1 week.
Please contact us at: info@deejay.de or call out hotline at (011-49)-09286-95555 if you have any questions.

Why do I have to pay an additional 2.00 EURO to DHL?

When shipping COD per DHL a fee of 2.00 EUR applies and is kept by DHL in addition to the normal costs, such as postage + COD charges (which we will invoice).
This is why our invoice will differ by that amount from the sum to be paid.

When is a shipment free of postage?

You will find this information on our website under „Shipping costs“. When paying per COD, additional fees apply which are not included in the postage.
This additional cost will not be dropped for shipments with a value of over 39.00 EURO.

Can I select another payment method or another forwarding company at any time?

So long as the ordered items are still in the backlog and not invoiced, the payment method as well as the shipping method can be changed any time.
If pre-payment was selected and the invoice has already been prepared, changes can only be made by contacting our customer service department via email: info@deejay.de or by telephoning us.
If the shipment has already been packaged, changes are only possible it no postage has been applied, yet.
As soon as your items have been identified with the note that the goods have been packaged, we cannot guarantee that change can be made prior to shipment.

All about invoice and payments

Where do I have to transfer the prepayment invoice (per Bank / PayPal)?

After creating a prepayment invoice every customer will get a mail with the invoice amount, reference number and bank data. the bank account numbers are shown on the invoices that can be viewed and downloaded in the master data section.

bank transfer by prepayment has to be made to the following bank account:

- bank account for payments from inside germany:
- Hypo Vereinsbank Hof
- Bankleitzahl: 78020070
- Kontonummer: 339576882
- Kontoinhaber: deejay.de e.K.

bank account for payments from outside germany:
- Hypo Vereinsbank Hof
- IBAN: DE85 7802 0070 0339 5768 82
- BIC | SWIFT: HYVEDEMM424
- owner: deejay.de e.K
- if there are any costs for the bank transfer they have to be paid by the customer

If payment by paypal has been selected the money has to be paid to paypal@deejay.de unter Angabe des in der Mail angegebenen Verwendungszweck zu überweisen.
Unsere Vorkassemail beinhaltet einen entsprechenden direkten Link hierfür.
Bei Zahlungen per Paypal ist zudem zu beachten, dass die Lieferadresse die für die Sendung gewählt wurde, mit der bei Paypal gewählten Lieferadresse übereinstimmt.

Why do I not receive the email for payment of the cash in advance immediately after placing the order?

First, we will check the order and produce a prepayment invoice manually.
We only invoice deliverable items.
Since we sometimes expect to still receive goods until the end of the day, the email may not be send until we have received the items.
If we receive your order after 16:00 hours or on the weekend, the prepayment invoice will only be generated the following business day.

What happens if I don't pay the cash-in-advance invoice on time?

After generating a prepayment invoice, each customer receives an email, stating the invoice amount, a reference number, as well as our bank information.
This email will indicate when the payment has to be credited to our account.
If the amount does not arrive in our account within the allotted time, we shall reverse the order and replace the item in our warehouse.
After that, the item will not be ordered or reserved for you and must be re-ordered, if necessary.

What happens if I submit the wrong amount with the cash-in-advance payment?

If an overpayment does occur, the difference will be credited to your account and set off with your next order.
If the customer requests a refund, this request should be emailed to: info@deejay.de. Please do not forget to mention your account number.

Should we have received too little, we will inform the customer immediately in order to proceed with the shipment as soon as possible. Shipment will only take place after the full payment of the outstanding invoice.

Why is a reserved item not part of the shipment?

Immediately after the customer's order, all deliverable items will allocated for that customer and reserved.
If we do detect any faulty discs during the packaging, shipping will be stopped immediately.
For made-to-order-stock or during stock shortfall, this may lead to the absence of a disc in the delivered package.
These items will be reordered immediately.
If payments are made via prepayment, PayPal or credit card, the account of the customer will be credited immediately.

Which payment methods are available?

Currently we offer the following options:

COD:
The invoice amount will be paid cash to the postman at the time of delivery.
DHL collects 2.00 EUR in addition to our invoice amount for all deliveries within Germany.
If COD deliveries are refused several times or the package is not picked up, we reserve the right to refuse future COD deliveries.

Prepayment (in-advance-transfer):
Shipment takes place immediately after receiving payment in our bank account. The money transfer may take 1-2 days.
The customer transfers the amount within a period mentioned in the email and our account is credited. If payment is not received within the period mentioned, the invoice is cancelled and the goods are sorted back into the warehouse.
All bank information can be found in the request for payment in our email. You will also find this information on the invoice, which can be viewed in: my.deejay.de.
If too little is transferred, the goods will not be shipped. Shipment will only take place once the correct invoice amount has been received.

Credit card (Visa / Master / American Express)
We will only debit the invoice amount at the day of the delivery.
The recipient of the invoice must be identical to the owner of the credit card.
Any misuse of a credit card will be prosecuted.
Your credit card information is securely stored with ipayment.de.

Paypal:
The customer transfers the amount within a period mentioned in the email and our PayPal account (paypal@deejay.de) is credited. If payment is not received within the period mentioned, the invoice is cancelled and the goods are sorted back into the warehouse.
We can only ship the goods to the address listed with PayPal. If this address differs from the address we have on record, the shipment may be delayed.
Any misuse of the PayPal account will be prosecuted.

Debit note first:
The shipment of the goods takes only place after the amount was debited to your account
Quite often, the money transfer requires 1-3 days. This means, we cannot guarantee that the goods are shipped at a specified date.
If the amount cannot be debited to the account, the invoice is cancelled and the goods are sorted back into the warehouse..
If a debit note is being returned, a charge of 7.50€ will be applied, which will also be charged if a sales contract will not be established.
If a debit note is being returned several time, we reserve the right to refuse any future payments by debit note.

Debit:
This payment method is reserved for customers who have already received and paid for several packages without problems.
If an amount cannot be debited to an account, the invoice is cancelled and the goods are sorted back into the warehouse.
If a debit note is being returned, a charge of 7.50€ will be applied, which will also be charged if a sales contract will not be established..
If a debit note is being returned several time, we reserve the right to refuse any future payments by debit note.

As a commercial customer from outside the EU, do I have to pay added value tax?

If a commercial client from outside of the EU informs us about his VAT number, our invoices will be issued without the German sales tax of currently 19%.
The VAT number will be verified for its validity.

Any misuse of a VAT number will be prosecuted.

Shipment abroad without 19% value added tax (non-European countries)

If you live outside of the European Community, we will ship the goods at net price, without the current 19% value added tax.

All about your order

How will I be notified of the status of my order?

After each order, the customer receives a status email which lists the currently stored items.
This status email lists all items of this order which have not been delivered yet, as well as open items from previous orders.
We also send a status email as soon as items from this order arrive.
This backlog can also be viewed in the customer's area of our website.

How does it take for out-of-stock discs to arrive?

We receive goods from all relevant distributors of audio media from all over Germany.
Furthermore, we directly import goods from all important distributors abroad and worldwide, which allows us fast access to any stock of their inventory.
Items which are not available will be placed on order immediately to ensure they are available for our German suppliers within 1 - 2 business days.
Audio media which are imported from abroad may require a several days more, due to the longer transport routes.
If an item has been sold out, it may take several days or weeks until an audio media becomes available again.
In this instance, we depend on the respective distributor or the respective label.
They determine case by case whether a reprint is justifiable.
If a release will not be reprinted after it has been sold out, we will delete the item, and it cannot be reordered again.
Deleted items will be marked in a backlog accordingly and removed from the backlog after the status email has been sent.

Can cancelled items still be ordered?

Item which have been deleted by the distributor or the label cannot be reordered.
However, these items may be placed on the wish list.
If such item does become available, or we are being informed that the item will be reprinted, we will email you immediately.
From this date forward, the item can be ordered again from our Website.

When are discs ordered from the advance sale available?

Disc which can be ordered during an advance sale event, are identified with the date of issue.
This date will be published by the distributors or the label.
Since we always pre-order the goods, delivery normally takes place the same day.
However, occasionally the distributors or labels shift such dates, and a delivery at the intended date is impossible.

Will items with the status „ready for deliver“ arrive at that day?

Items promised for delivery, are already on their way.
Assuming unforeseeable circumstances will prevent this (motor vehicle accident, wrong delivery by the supplier, etc.), the goods will arrive the same day.
Only after the goods have been unpacked and inspected will they be sorted and distributed to the customer.

Are additional items still being packaged at the day of shipment?

Customer orders will only be send to the shipping department once all receipt of goods of that day have been checked and sorted in the warehouse. If the item arrives late in the afternoon, we will send your order without the item, so you will receive the delivery on time.

Will items that are currently not available be automatically restocked?

We keep all new releases in stock for several months after their date of release.
If a new item is not available, it has been reordered most of the time and will be available shortly.
Items with an older release date will only be re-ordered if a customer entered it in his/her backlog and has placed an order.

Can I return a disc if I don't like it?

Before you return an item, please read our terms and conditions on our Website.

How can I return a defect item?

Every item is inspected for external damages prior to shipment.
Should you receive a defective item in spite of it, please contact us immediately at: info@deejay.de.
Any defective equipment, etc. shall be photographed and an image of that equipment should be attached to your email.
If the return of an item becomes necessary, we will send you a return form via email.
Please fill in this form and include it with your email.
The following should be considered:
- if an item must be packaged for its return, the customer shall bear the initial cost
- if an item does not require packaging, we shall send you a return label via post
- all items shall be returned in the most cost-effective way (DHL package, consignment, Hermes)
- we cannot accept unpaid postage

The cost of a returned item can only reimbursed in case of a manufacturing error or an erroneous delivery.

After the returned items has been inspected, the amount will be credited to the customer's account.
If a refund by bank transfer is requested, this must be indicated on the return form.

How can I add more items to an order?

For each new order, the new items are added to the open items of a previous order, and processed together.
The setting of the new order will always be considered the shipping option (fixed date, value of goods to be delivered, complete) and remains as such for all other open items.
If a delivery has been packaged and invoiced, additional items cannot be added or cancelled, if if those items are ordered at the same day.

How can I cancelled an ordered item ?

Any item ordered by mistake can be cancelled via email: info@deejay.de or over the phone.
However, this is only possible if the item(s) have not be packaged already, or have been shipped.

Why does the delivered disc has a different sleeve or different vinyl colour?

We receive audio media as first issue immediately after their release date.
We produce the images on the disc sleeves on the first day of delivery and upload them to our Website.
Normally, any reprints are optically identical.
It is rare that reprints are not produced on the same sleeve or with the same vinyl colour.

All about our website

How will I receive the access information from deejay.de?

After receiving the access information for deejay.de, numerous other function are available to you.
You receive access (Login) automatically after your first order.
As soon as this information has been processed you shall receive an email with your customer number and your own password.

Why are changes not immediately visible in the customer's account?

Each change will first be transferred to our systems and verified.
After a successful change, this will also be updated on our Website.
This may take 5-10 minutes.

Why have I not receive my order yet; even though, it has been shipped?

Normally, the customer receives the order within 1-2 business days.
If this is not the case, the shipment can be traced directly on our Website by simply clicking on the shipping number.
Here, you will see whether the item is ready for pick-up at your local post office, even if the deliver person did not leave a note.
If no reason is given, please contact our customer service department immediately.

If you cannot find an answer to your specific question. please send us a message via: Contact form