Help

Payment Methods

1: All EU customers – Credit Cards

Type – Visa or MasterCard credit cards (EU issued only)
Alternative shipping address possible following authentication. Note: If you are not offered the authentication service during the payment process, your card billing address will be your shipping address*
2: UK customers only – Debit cards

Type – Visa Delta, VISA Electron, Switch, Maestro, Solo are accepted
Delivery to card registered billing address only.
If you do not fully authenticate your card then it must be registered in the country that you wish to ship the order to.

We recommend all our customers to pay by Visa or MasterCard Credit card.

Non-UK users can only use this form of payment. Both these card types increasingly offer the ‘Verified By Visa’ and ‘MasterCard SecureCode’ authentication facility. It is increasingly likely that your Visa or MasterCard Credit card issuer is offering you this online/Internet authentication service, please check with them before placing your order. During the payment process you may be asked to confirm your details by your bank. If you are successfully authenticated you will be offered an alternative shipping address option. This alternative delivery address option may make life easier for you, which is why we recommend this form of payment

What are Verified By Visa and MasterCard SecureCode?

DV247.com are pleased to announce that we are now using Barclays EPDQ as the internet payment engine for our online store.

Visa and MasterCard have developed authenticated payment capabilities to improve online transaction security and to help encourage the growth of e-commerce. By creating a virtual signature in the form of a password chosen by you when you sign up, Visa and MasterCard hopes to move toward guaranteed payments for merchants and provide a safer online commerce experience for Cardholders.

Verified By Visa and MasterCard SecureCode enable two parties (card holder and card issuer) to authenticate each other by exchanging digital certificates (electronic identifications) before proceeding with an online transaction, assuring the Cardholder that he is dealing with a legitimate merchant and providing the merchant with proof of participation of the real Cardholder. This gives both parties the confidence to proceed and creates a digitally signed record of the transaction that can be verified afterwards.

For more details about the two schemes please refer to the following links:
MasterCard – http://www.mastercard.com/securecd/welcome.do
Verified by Visa – http://www.visaeurope.com/personal/onlineshopping/verifiedbyvisa/signup.jsp
Some card issuers are being pro-active about getting their customers to enrol in Verified By Visa or MasterCard SecureCode and give you the option to sign up when we send you to their authentication Server during the payment process. Most card issuers should give you the option to sign up later and just proceed with the payment, if not you can go to your banks website and sign up or try using another card.

Please Note :
* the authentication process is offered by your card issuer and we are therefore not responsible for that service. In other words, the alternative shipping address option is only available if your card issuers authentication system is working correctly. We do not accept COD, company cheque, personal cheque or other payment methods not listed above.

DVGuitars currently takes payment immediately by authorising and settling all transactions as soon as the customer’s address has been verified by their issuing bank. If a product is not available to dispatch at the time of the order, the payment taken will be regarded as a prepayment.

Cancellation Procedure & Returns policy

The first 14 days of your warranty: “No Quibble” return option

When purchasing goods or services from this website your contract is with DV Guitars. All goods and services are sold in accordance with The Consumer Protection (Distance Selling) Regulations 2000 (SI 2000 No.2334). This regulation essentially ensures that the consumer is given clear information about the goods and services the supplier is offering, is provided with an order confirmation via email and has a “cooling off” period of 7 working days after the day of delivery – during which time the consumer may cancel the contract by notifying the supplier of their request to cancel either in writing or by email. To cancel this contract or report a fault, please notify us in writing or by email. A telephone call is not sufficient unless both you and DV Guitars agree otherwise. This law also assumes that the consumer has a duty of care for the products during the cancellation period and while the goods are in their possession. Goods should be returned with the original packaging as received complete ‘AS SOLD’ and in ‘AS NEW’ condition (if the packaging has been opened to examine the product/s we advise that it is done so without damaging the packaging or the product/s in any way). Please Note: DV Guitars has the right to terminate the contract in the event that the goods are unavailable, miss-priced or cleared funds are not received.

Please note that cancellation of contracts for the purchase of copyrighted goods (all software, media and sample CDs) cannot be accepted where the item has been unsealed. Goods ordered specifically to meet a consumers requirements plus contact products such as Microphones/Brass/Woodwind/in-ear systems are non-returnable and excluded from the “cooling off” period/return option.

DV Guitars are particularly concerned with your complete satisfaction. Therefore in addition to these regulations, if within 14 days of purchase, the consumer wishes to return goods to us for reasons of incompatibility or they are not satisfied with the goods, subject to the previous exclusions, DV Guitars will refund the consumer provided the goods are returned to us in an undamaged and saleable condition. The consumer is under a duty to restore goods to us and to maintain them in the condition in which they were supplied by us. If goods are damaged or not saleable as new, DV Guitars reserves the right to seek recompense.

The consumer will be responsible for the cost of and return arrangements of any goods to us, under the “14-day no quibble return option”. DV Guitars strongly recommend that if returning goods by their own means, that customers use an insured courier service, as DV Guitars will not be responsible for the goods until they have been checked and signed for. DV Guitars will pay and arrange a collection from you if you report a product fault during the initial 14 day period and the goods prove to be faulty or if there are system incompatibility issues with hardware and software supplied by DV Guitars. Similarly, in the case of returns/complaints that can be attributed to an error by DV Guitars, DV Guitars will cover the cost of collecting goods during the “14-day no quibble option” period. Please inform us (in writing with the returning product/s) of the reason for which the goods are no longer required or wanted.

Beyond the 14 day “no quibble” warranty period

All DV Guitars products are covered by a standard one year warranty. If a fault should occur with your product after the first 14 days of receipt, you may wish to take your product to an authorised repair centre (with a copy of your online receipt from us) or you may wish to return the product/s, with a copy of your online receipt and full fault description, to our returns department. Our returns department can send your faulty product/s to the manufacturer or authorised service centre on your behalf. In other words, goods being returned must be shipped entirely at the expense of the customer and by their own means. Please inform us (in writing with the returning product/s) of the fault with the product/s. If the product is found to be faulty and is within the manufacturers warranty period we will repair it free of charge and return the product/s to you. If we or the manufacturer are unable to repair your product within 30 days of its receipt by us we will offer you the choice of a full refund or to supply you an alternative product equivalent.

To obtain a returns authorisation please email webreturns@digitalvillage.co.uk

How can I track my order?

We advise all customers to Log-in to our site and view their order status records. Your order status will change from ‘New’ to ‘Confirmed when item/s are picked from our warehouses to dispatch. The status will change once more, to ‘Shipped’, when one or more of your ordered items has been dispatched from one of our warehouses. Some items are sent together on one tracking number, others may be packaged separately or dispatched from different warehouses. You should therefore, track the shipment/s by clicking on the tracking number/s. You will also be sent a shipment email on the day we dispatch all or part of your order. Please note, the tracking number will not work until some time after 18:00 on the day of dispatch.

When will I receive my order?

We use UPS Standard delivery service, which is normally delivered ‘Next Working Day’ after dispatch for non-remote locations in mainland UK, 2 working days after dispatch for Europe, and up to 1 week after dispatch for remote locations.

If there are any problems processing your order you will receive an email or telephone call from our service team advising you as soon as possible.

Orders placed Monday to Friday

Usually, orders are despatched within 2 working days of receipt of your order however, orders placed after 3pm on Fridays or over the weekend are processed the following Monday.

Orders placed on a Saturday or Sunday

Please do not email or call us on Monday morning for delivery details. All orders placed after 3pm on a Friday are processed the following Monday. If all the items ordered are in stock the earliest delivery would be the following Tuesday (within 2 working days). If there are any problems processing your order or if any items are out of stock, you will receive an email or telephone call from our sales team advising you as soon as possible.

Upon receipt of your order you must sign for the goods received in good condition. If you are unable to check the contents of the package at that moment in time sign for the parcel as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.

Stock Levels

Orders are subject to availability and the stock listing of a product on our web site does not guarantee stock availability for your order. We do however, try to represent accurate stock availability information on our site at all times.

If the product/s are in stock

If all of the contents of your order are in stock and the order is placed before 3pm, goods will normally be shipped the same day. You will receive an email advising you of its despatch and the delivery details. Your order status will change to ‘Shipped’ when one or more of your ordered items has been dispatched from one of our warehouses. You can track each shipment/s by clicking on the tracking number/s.
If the product/s are out of stock

When you place your order you will be given a stock level indicator. If your order contains any products that are not in stock you will be contacted by a member of our service team with a supply date (ETA) when an ETA becomes available.

Please note that for all European orders our EU shipping charge of £29.99 covers one consignment only. With this in mind we do not part ship to non-UK addresses.

DVGuitars will always endeavour to achieve any agreed delivery date but no liability will be accepted for delay in delivery and no warranty is given that goods or services will be supplied on a given date.

DVGuitars currently takes payment immediately by authorising and settling all transactions as soon as the customer’s address has been verified by their issuing bank. If a product is not available to dispatch at the time of the order, the payment taken will be regarded as a prepayment.

What if I have not received my order?

Please contact us if you have not received your UPS delivery within 2 working days of receiving the UPS shipment notification email (Friday shipments can be expected from the following Monday onwards), please note that deliveries to remote locations may take longer.

To enable us to help you with a non-delivery issue, please contact us immediately after this expected delivery time has elapsed, or if the order tracking facility shows that the item has been delivered but you have not received it.

Where do you ship to?

Our website directly supplies the following European Union countries:

Austria
Belgium
Cyprus
Czech Republic
Denmark (except Faroe Islands)
Estonia
Finland(except Aaland Island)
France(including Monaco)
Germany
Great Britain and Isle Of Man (not Channel Isles)
Greece
Hungary
Irish Republic
Italy (except San Marino)
Latvia
Lithuania
Luxembourg
Poland
Portugal including the Azores and Madeira
Slovakia
Slovenia
Spain including the Balearic Isles (not The Canary Islands or Melilla or Ceuta)
Sweden
The Netherlands
For all other countries that are not listed above, please contact our Birmingham store or email exportsales@digitalvillage.co.uk.

BFPO addresses

We cannot currently deliver to BFPO addresses as our courier does not ship to BFPO addresses. An alternative to this is to use the standard or residential shipping address and the correct country, and be charged the full shipping cost.

How much is your delivery charge?

We use UPS delivery services
Great Britain and Isle Of Man (not Channel Isles) charge is £6.
European Union UPS Express flat rate charge £29.95*.

* Please note that non-UK shipping costs may vary depending on location and the size and weight of the goods. You will be contacted should this situation arise

How do I choose an alternative delivery address?

To choose an alternative shipping address to your card billing address, you must pay via a card that supports Verified by Visa or MasterCard SecureCode and authenticate your card.

If your card and card issuer support Verified by Visa or MasterCard SecureCode then you must first sign up to authentication by visiting one of the links below
http://www.visaeurope.com/personal/onlineshopping/verifiedbyvisa/signup.jsp
http://www.mastercard.com/securecd/welcome.do
and completing the sign-up procedure.

The next step is to go through the checkout and enter the card details and card address as normal, when you reach the very end of the checkout process and have authenticated your card you will then be asked to input your alternative shipping address.

What is your privacy policy?

DVGuitars Privacy Statement

At DVGuitars, we value the trust of our customers. To earn your trust, we respect your privacy in handling personally-identifiable information relating to you and your transactions with us, whether at one of our stores located in the UK or on our web site – www.dv247.com. This Privacy Statement describes the personally identifiable information we gather about you, what we do with it, the safeguards we have in place to protect it, and how you can control our use of it.

What personal details do you collect?

We collect personally identifiable information that you voluntarily provide to us when you make a purchase on the web site, complete an application, request a catalogue, sign up for our Newsletter, give us a telephone call or send us a letter or e-mail. This personally identifiable information may include your name, postal address, e-mail address, telephone number, fax number, credit card number and expiration date, and other optional demographic information.

In addition, when you choose to participate in voluntary programs we offer, such as applying for a loyalty card, we may need to collect other personally identifiable information, such as your age, place of employment and job position.

You may browse our web site without supplying any personally identifiable information, but we will need to collect personally identifiable information to process any orders you make.

How do you use my personal details?

The personally identifiable information that you voluntarily provide to us will be used to process your orders, and may be used to identify you within our systems. We may use your email address to contact you if we have questions about your order. We may also use your email address to notify you about new services or special promotional programs, or send you offers or information upon your request. (In accordance with the Privacy & Electronic Communications Act passed into law 11 Dec 03) – “We do not send random marketing emails to personal email addresses (spam).”

Do you share my personal details?

We will not disclose personally identifiable information about you to others except as disclosed in this Privacy Statement or as specifically authorised by you at the time the information is collected. We contract with third parties to provide specific products or services to you. For example, we use a credit card company to process credit card applications, issue credit, verify, bill, and collect payments when you make a purchase with a credit card; an independent financial institution to perform additional security checks on your credit card; an outside shipping company to ship orders; and we may use outside service providers to operate certain aspects of our web site and to send e-mails. These service providers are provided with only the information that they need to perform their functions and are not permitted to use or disclose your personally identifiable information for other purposes without your authorisation.

We do not sell, rent, exchange or disclose any of this information with any other companies or marketing schemes.

To make online shopping more convenient for you, our web site may provide access to other companies? web sites or co-branded web sites; these web sites are fully operated by the other company. If you request additional information or order products or services from one of the companies featured on our web site, that company may provide us with the information you have given to them (except in the case of credit application information, which we do not receive from such featured companies). We are not responsible for the content appearing on these companies? web sites or for the privacy practices of these companies. We encourage you to read the privacy policy on the other company’s web site if you have any concerns about how information may be collected or used.

We may employ programmed advertising technology to serve advertisements or information we think may be of interest to you when you visit our web site and sites upon which we advertise. This technology may use information about your visits to the DVGuitars web site and the sites upon which we advertise, but will not include your name, address, or other personal information.

We may share personally identifiable information with the police authorities or other entities as required by law or as we reasonably determine to be necessary to protect our rights or the rights of others, to prevent harm to persons or property, to combat fraud, or to enforce our terms and conditions.

You may at any time decline to receive promotional e-mail from us. Every promotional e-mail we send contains instructions and an Internet email link to opt out of future email promotions. You may also opt out of promotional e-mails by contacting us by any of the following methods outlined below. This Privacy Statement was posted on August 22nd, 2002 and revised on December 1st, 2004. We reserve the right to change our data practices from time to time. If we revise our Privacy Statement, you may decline to permit us to use your personally identifiable information under the new policy by notifying us as described above.

Can I update my personal details?

It is important that our databases are accurate and up-to-date. If you become aware of any discrepancies then please contact us. If your email address is incorrect please contact our head office as indicated above. If any other information needs updating then please contact one of our branches – preferably the branch that dispatched your last order.

Are my personal details secure?

We have implemented numerous safeguards to reasonably and adequately protect personally identifiable information. Our databases are protected by physical, technical, and procedural measures that restrict information access to authorised persons in accordance with this Privacy Statement and the Data Protection Act 1998 – the outlining principles of which may be viewed here. Our information systems are maintained in a private network behind a firewall to isolate them from access by other networks connected to the Internet. Only employees who need the information to perform a specific job are granted access to personally identifiable information.

What is your cookie policy?

DVGuitars uses two types of cookies: session cookies and persistent cookies. In order to make a purchase on our web site, your computer must accept the use of cookies.

Session cookies are only temporary and are erased when your browser leaves a website. This cookie enables the website to remember important details such as the contents of your basket and whether you have logged in.

Persistent cookies are stored on your hard drive until you erase them or they expire. We use persistent cookies for certain areas of the site, such as when you enter a competition or if you follow a link from one of our partner sites. They allow us to track how effective our partnerships and competitions are and help us to tailor our offer to our customers.

How do I disable cookies in my Web Browser?

Microsoft Internet Explorer v.6 – In your browser click on “Tools” then choose “Internet options”. Click on the “Privacy” tab. On the privacy tab, click on the “Advanced” button. A window will pop open where you can modify the settings that your browser uses to handle cookies. Check the box next to “Override automatic cookie handling”. This will activate the options below where you can manually change the cookie handling settings.

Microsoft Internet Explorer v.5 and v.5.5 – In your browser window click on “Tools” then choose “Internet options”. Click the “Security” button. A window will pop up and then you should choose “Custom level”. Scroll down the list of options until you find options under the “Cookies” heading. Here you can change the settings of how your browser should handle cookies.

Apple Macintosh Safari – In your browser window click on “Safari” then choose “Preferences”. Click the “Security” button where you can change the settings of how your browser should handle cookies.

Mozilla Firefox – In your browser window click on “Tools” then choose “Options”. Click the “Privacy” button on the left. Click on “Cookies” in the main window. Scroll down the list of options until you find options under Here you can change the settings of how your browser should handle cookies.

Netscape Navigator v.7.2 – In the browser window, click “Edit” and choose “Preferences”. A window will pop open where you can modify many of the browser settings. Click on the arrow next to “Privacy & Security” and select “Cookies”. Here you can change the settings of how your browser should handle cookies.

Netscape Navigator v.4.75 – In the browser window, click “Edit” and choose “Preferences”. A window will pop open where you can modify many of the browser settings. Click on the “Advanced” option to highlight it. The advanced option screen will appear on the right where you can modify the way the browser should handle cookies.

Opera – In the browser window, click “Tools” and choose “Preferences”. A window will pop open where you can modify many of the browser settings. Click on the “Privacy” located under the heading “Network”. Here you can modify the way the browser should handle cookies.

For as much information about cookies as you could reasonably expect to find in one place go to www.allaboutcookies.org

Why do I need an account?

When you create an account, our system will remember you and your delivery address. This means that you don’t have to enter them again the next time you order. For security, your card details are not kept with your address, and need to be entered each time.

Why do I need a password?

Your password keeps your “personal” area of the site secure. Only you know your password, which allows you to change your address and contact numbers, and track the status of your order.

I have forgotten my password

You would have been sent an email when you signed up for your account with the username and password on it. If you no longer have the email then you can click here

Will I get spam emails?

We may use your email address to contact you if we have questions about your order. We may also use your email address to notify you about new services or special promotional programs, or send you offers or information upon your request. (In accordance with the Privacy & Electronic Communications Act passed into law 11 Dec 03) – “We do not send random marketing emails to personal email addresses (spam).”