Questions and Answers

Delivery:
When is my order going to be delivered?
What is the delivery time?
When is the order going to be dispatched, when there is several titles on the same order?

Order status:
Can i check the status for my order right now?
I can see that the status for my order is not-paid. Why?
I made a cash transfer from my bank or with giro card. Is my payment registered?
Why "isn't there happening anything" with the status of my order?

Shipping/handling:
How much is shipping/handling?
Why don't you make CoD (Cash on delivery) orders?

Wish lists/Park your items:
Can i save my items for later shopping?
Can i "park" my shopping cart?
Can i make wish lists?
Can i send wish lists (with items i found) to friends and family?

Prices:
Why do you have several different prices for the same items?

Subtitles:
Why isn't there subtitles in my language on my music-DVD?

O.S.T.
What is a "O.S.T" or "OST"?

Login/password:
Log in: ”Wrong password”
Log in: I forgot my password. What do i do?
Log in: When I try to log in I get the message "No users registered with this emailadress", even though I am a registered user.
Log in: When I try to login, I get the same page again (the log in page)
Can I change my password by myself?

Credit Card:
Why is my credit card refused?

Browser version:
When I try to place an order, I get the error: "Security failure. Data decryprion error."

E-mails:
I do not recieve e-mails from iMusic.dk.

Contact:
Couldn't find an answer to your question?

When is my order going to be delivered?
If your item is in stock, we dispatch it the day you place your order, if your order is submitted on a working day before 13:00. Alternatively, we ship it the day after. If there is a delivery time estimate on the order, that should be correct!

What is the delivery time?
You can always check the delivery time estimate, and other information for each item, by clicking on the cover or the title in f.x the result of your search. Delivery times is updated on a daily basis, based on the typical delivery time from the selected supplier, but in some cases they can diverge, in both directions.

When is the order going to be dispatched, when there are several titles in one order?
If we are unable to deliver all of your items at the same time, you will automatically be offered partial delivery when 2/3 (or 1/2) of your items are ready. If you have address in Denmark, the shipping costs will be split between the two orders, so you won't have to pay extra. If you live outside Denmark, the shipping cost will be re-calculated and a quote will be sent to your email.

PLEASE NOTE, that if you are using MasterCard, VISA Electron, Diners Club or similar, you will need to authorise a new payment in addition to any previous ones in order to complete the partial delivery. In this process, there is a risk that the new payment authorisation will be doubled on your bank account. This is due to technical reasons arising from the terms of use for international creditcards and something, which iMusic have no control over. However, we guarantee that under no circumstance, will you be billed more than you should. Any unused payment authorisation will remain locked on your account for 30 days before being automatically cancelled by your bank. As a rule, iMusic cannot initiate or speed up these cancellations.

Can i check the status for my order right away?
Yes. You can always log in, and navigate to "My Orders" in the left side menu. Then click on an order to view the status. As soon as all your items are labelled green, your order is ready to be dispatched. If you chose to collect, you will recieve a mail notification when your order is ready.

I can see in the status of my order that no payment is recieved. Why?
That is because we don't charge you before your order is dispatched.

I made a cash transfer from my bank or with giro card. Is my payment registered?
We register payments the same day we recieve them. You can check to see if your payment was recieved/registered by viewing the details about your order. Log in and click on "My orders" in the left side menu.

Why "isn't there happening anything" with the status of my order?
If you chose to pay with bank transfer, giro card or check, the expedition of your order stands still until we recieve your payment.

How much is the shipping/expedition fee??
The shipping/expedition fee is dependent on the country you live in. Try ordering what you want, and you can see the exact shipping costs on the final checkout page prior to submitting the order.

Why don't you do CoD/Cash on Deliveryorders?
Because a lot of people don't accept the order when delivered, and then it is very expensive.

Can I save the items I added to my shpping basket, for later shopping?
Can i park my items?
Do you have wish lists?
Yes, you can easily move your items to a wish list/park your items. Just click "wish lists" at the bottom of the menu (log in first), and move your items to a new or existing wish list, until you are ready to place your order. You can create as many wish lists as you want.

Can i send wish lists (with items i added) to friends and family?
Yes. Wish lists can easily be sent to friends and family! Click "wish-lists" (Log in first).

Why do you have many different prices for equal items?
We always try to purchase at the best prices. Some items can be shipped more quickly for one price, and an item with a long delivery time from another supplier may have a lower price tag. We chose to pass that directly on to our customers, and that is why some items is offered several times with different prices and delivery times.

Why isn't there subtitles in my language on my music-DVD?
Music-DVDs rarely provide subtitles in other languages than the main languages, and some times only in interviews etc. in non-english languages.

What is an "O.S.T." or "OST"?
Typical abbrevation for music used in films: Original Sound Track

Log in: ”Wrong password”
Do you read the number 0 as the letter 0? Or letter l as number 1?

Log in: I have forgotten my password. What do i do?
Try to enter a password anyways. If it is wrong, an e-mail will be sent to you with your log in information.

Log in: When i log in i get this message: No users registered with this email-adress even though i HAVE registered.
You have either at the registration entered another e-mail adress, or spelled it wrong. Send a mail to support@imusic.dk with "login problem" as subject, providing your telephone number. We will then contact you the next workingt day.

Log in: I try to login, but always end up on the same page again (log-in page).
Either you browser settings are incorrect: Press the [F5]-button and then [enter].
Or else you are already logged in. Look in the top left corner under the iMusic logo: If there is a username and (your) name, -then you are already logged in.

Can i change my password by myself?
Yes, you can easily change your password by logging in and clicking on My Page at the bottom of the left menu.

Why is my Credit Card rejected?
If your Credit Card transaction are rejected, it is always because of incorrect entered information. Try again, but make sure that you provide:
* Card-(not account-number). It is the 16 big digits on the front of your card.
* Month and year: F.ex. 10/12 means 10. month year 2012. Not 12. month 2010!
* CvC: Se a detailed explanation by clicking on the question mark next to the CvC field.

When placing an order i get the following error: "Security failure. Data decryprion error."
The security level of our system requires one of the latest browsers.
If you use Internet Explorer and install version 6.0 or newer, the problem will disappear.
Click here to get the danish version of Internet Explorer 6.0 from Microsofts website, or here to get the english version.

I do not recieve e-mails from iMusic?
The most typical reason that our users don't recieve e-mails from us, is that a wrong e-mail adress has been provided.
First check that you entered the correct e-mail adress by clicking My Page at the bottom of the left menu. It can also be because of a spam filter either you or your e-mail provider have, with incorrect settings. If you have f.ex. a Hotmail mailbox, then check the folder with unwanted mail/spam! Another typical reason for unrecieved mail is, that your mailbox is full. Mail-providers (fx. hotmail.com) have a max limit you cannot exceed. If the mailbox is full, you cannot recieve any more e-mails. A good reason for deleting unimportant e-mails that you have already read, so there is more space for new e-mail.

Couldn't find an answer to your question?
- you can of course contact us HERE
Requests regarding orders, please provide your order number.