Help

FAQ's

How secure is your website?
In short - very secure.  All credit/debit card transactions on this site are processed using SagePay - a secure online payment gateway that encrypts your card details in a secure host environment. We do not store credit/debit card details on our site.

Which forms of payment do you accept?
We accept most major credit and debit cards including AMEX, Visa, Delta, Maestro, Mastercard, Solo, and British issued Electron cards. We also accept payments via Paypal.

We also take wholesale orders.  Again, please email customercare@mrbongo.com or call +44 (0) 1273 600546 for information and pricing.

Why was my card declined?
If your credit card has been declined it could be for any number of reasons... or you may have entered the information incorrectly.  Please note that it is your bank or card issuer that has declined the transaction - not us - so please contact them for information.

I want to cancel or amend my order - how do I do it?
Please email customercare@mrbongo.com or call +44 (0) 1273 600546.  Our offices are open 9-5 Monday-Friday.  If you have already received your items they must be returned unused, in their original condition.  We will refund the full value of items ordered minus our initial shipping costs, within 14 days.

I have received my order and it is damaged/faulty, what can I do?
If you receive a damaged or faulty item from us please contact us first by email at customercare@mrbongo.com and we will provide you with returns information.

My order also includes a pre-order item - will you send it?
Unless you email us with specific instructions to wait for pre-order items to come into stock then we will ship the items that are available immediately, followed by the pre-order items as they become available.  Pre-order shipment dates are subject to change due to manufacturing and delivery delays.  Payment will be taken upon placement of the order.

I have placed an order and haven't received an email confirmation, has the order been successfully placed?
Once you receive an order number on your confirmation screen you know that we have received your order without any issue. We send out an automatic confirmation email confirming this and another when payment has been successful received and the good have been shipped.

Im having problems downloading the music I've purchased - what shall I do?
Log out of your account, restart your browser, log back in and retry.  If problems persist email customercare@mrbongo.com or alternatively call +44 (0) 1273 600546.  Our offices are open 9-5 Monday-Friday.  We check emails outside of office hours and will respond to your request as quickly as we can - please do not send emails multiple times unless you experience relevant issues.

Slow download speeds are almost always be caused by local or network issues:

  • If you are using a dial-up connection, for instance, you can expect even just a couple of tracks to take quite a while to download.
  • For broadband users, there are all sorts of things that can clog up your connection. If there are any network issues anywhere between your ISP and our servers it will slow the download speed down.
  • These are most commonly temporary issues that get resolved after a short while so our best advice is just to try again a bit later.

The website looks strange on my browser - whats going on?
For best results we recommend that you use IE8, Firefox 7.0 or Google Chrome.

When will I get my order?
All orders are shipped same-day Monday to Friday and on Mondays if placed over the weekend.

Which format are your music downloads?
All digital downloads are MP3s encoded at the highest possible bitrate of 320kbps.  They will work on all devices and are DRM free.

Which region / format are your DVD's?
All our DVD's are Region 2 PAL or multi-region PAL, single-layer (DVD5) or dual-layer (DVD9).  Exact information can be found on each films dedicated page.  

We endeavour to source the absolute highest quality source material for our films and preserve the original aspect ratio and audio quality wherever possible.

Do you sell film downloads or provide a pay-per-view streaming service?
Our streaming service is in development.  In the mean time our partners at MUBI provide this service for us.

How do you grade your vinyl?
We use the Goldmine Standard for grading our 2nd-hand vinyl records.  This system is also used by Discogs.com.  Full information is available from http://www.discogs.com/help/mp-grading.html

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