FAQ
“Less confusion. More music.” FAQ • HEART//SYSTEM Records
FAQ
If you can’t find your answer here, use the contact form and include your order number (if applicable).
Contact usDigital downloads
When do I receive my download?
Digital downloads are usually available immediately after purchase. You may also receive a confirmation email with access.
I didn’t get the email — what now?
Check spam/junk folders first. If it’s not there, contact us with your purchase email and approximate time of order.
What file formats do you provide?
Formats depend on the product (e.g., MP3/WAV/FLAC). The product page will specify the exact formats.
Can I refund a digital download?
For digital content delivered immediately after purchase, the right of withdrawal may expire once you consent and acknowledge this during checkout. See Right of Withdrawal for details.
Shipping (physical goods)
Where do you ship?
We ship worldwide. Availability may vary due to local carrier and customs restrictions.
Estimated delivery times?
Germany: 2–5 business days • EU: 4–10 business days • Worldwide: 7–18 business days (estimates).
Do I have to pay customs/import taxes?
For deliveries outside the EU, customs duties and import taxes may apply and are usually paid by the recipient.
Returns & custom-made items
Who pays return shipping?
The customer bears the direct cost of returning goods (see Right of Withdrawal).
Are custom-made items returnable?
Custom-made or personalized items are generally excluded from withdrawal/returns (except where mandatory law provides otherwise).
Privacy & cookies
Do you use cookies?
Yes. Some cookies are necessary for the store to function, and others help with analytics/marketing depending on your consent. You can manage your choices via the consent banner/settings. See Privacy Policy.