Customer Services

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"How To" Guides
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Ordering Information
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Security
Privacy Policy
Returns & Refunds
Aggregated Digital Download Information
Technical Information
Bit Rates & File Formats
Frequently Asked Questions (FAQ's)
 

 
If you need help with the Our Song website or have a question about any of our products or services, you may like to check our "Frequently Asked Questions" first to see if someone else has had a similar query in the past.
 
If you can't find an answer or if you need further information, please contact us. 
 
 
Don't worry if you only know the song title, our search engine will present all the artists/groups who have released the same song so that you can pick your favourite one.
 
Similarly, if you only know the artist or group, type it in anyway along with a key word from the title and our search engine should find it on one of the many pages returned.
 
Please also remember to check spellings and punctuation as this can sometimes influence the songs returned.
 
Images
 
Supported file types are: JPEG and PNG
The maximum file size of each photograph you can upload is 2 Meg.
 
USB and e-Song Photo Upload
 
We would recommend that you prepare your particular images prior to upload to ensure they are the correct size and file type.
 
Within the players, images are rendered down to fit within a 300 x 300 pixels frame. This needs to be considered when uploading landscapes with remote focal points.
 
Wide angle scenic images may lose a level of aspect following upload.
You are provided with the option to remove an image if uploaded in error.
 
The cropping facility enables you to select a specific section of your image to be displayed.
 
If you do not have any images to upload, you can select one of our collections to populate the player.
 
When selecting one of our image collections, there is currently no facility to add captions to the individual images.
 
What kind of content is permitted?
 
Any content that does not violate the Our Song Terms and Conditions is allowed. Offensive or pornographic content is prohibited. If your content violates the Terms and Conditions, it will be deleted without notice, and your account may be terminated. The same is true for copyright infringement.
 
Prices listed within the Our Song Service are valid for a maximum of 30 days of submitting your purchase form.
 
All prices include VAT (where applicable) at the current rates. We reserve the right to express the price exclusive of VAT, but we shall show VAT separately and include it in the total price.
 
We accept payment by all major credit and/or debit cards, excluding American Express, Diners Club and Department Store Cards.
 
You are able to correct errors on your order up to the point at which you click on ‘Proceed to Payment’ on the final page of our ordering process.
 
After you have purchased a USB product or e-Song, you are unable to change your personal message, images, captions and music after you have selected the ‘Confirm’ button.
 
You will be given clear instructions to navigate the order process and will be required to provide us with your complete personal details, including accurate postcode, together with those of the intended recipient if applicable and all necessary payment details.
 
Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. Our acceptance of an order takes place when we despatch the order. When we despatch the order the purchase contract will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order.
 
We may refuse to accept an order:
 
  • Where goods are not available.
  • Where we cannot obtain authorisation for your payment.
  • If there has been a pricing or product description error.
  • If you do not meet any eligibility criteria set out in our terms and conditions.
  • If delivery is required outside the United Kingdom.
  • If your order for personalised products contains content which is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.
  • If we feel your order may be used for commercial or purposes outside domestic concerns. 
     
 
If you pay Our Song for the Services, your payment information will only be used to check that it is a valid method of payment and to process your payment. No payment information is kept by Our Song other than to facilitate the provision of Services to you.  
 
Royal Mail - 1st Class PostWe will deliver the Products ordered by you to the address which you give for delivery when you make your order. If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which have not been received.

You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the Products directly to a friend, a relative, or to your place of work.

We do not deliver outside of the UK.

Delivery of USB products will be made as soon as possible and usually within 5 days of receipt of your order. Our normal working hours are Monday to Friday 9am - 5.30pm. We only process and dispatch orders during these times. All delivery and dispatch timescales quoted on the website do not include weekends.
 
Delivery of 'Original' products will be made as soon as possible and usually within 14 to 21 days of receipt of your order. If you do not receive your Original Presentation within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us of the problem within 40 days of the date on which you placed the order. You must notify us using our contact us page.
 
Our products are despatched by 1st Class Royal Mail. Original products use the Royal Mail Recorded Delivery Service and must be signed for. If you have not received your items within the stipulated period above, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.
 
In cases were delivery is required to the more remote areas of the UK, we may have to contact you to advise of additional postal charges.
 
In the unfortunate event of you not receiving your products within 14 days of order, we shall have no liability unless we are notified of the problem within 28 days from date of order. In these circumstances please contact us.

We are committed to ensuring that your information is secure. We have implemented technology and security features, as well as strict internal guidelines, to safeguard the privacy of your personal information from unauthorised access or improper use. We employ SSL encryption to secure your personal data and payment information. We will continue to enhance our security procedures as new technology becomes available. While we make every effort to ensure that your information is secure on our system, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk.
 
We will only use the information we collect about you in accordance with the Data Protection Act 1998.
 
To view our Privacy Policy please click here.
 
To view our USB Refund Policy please click here.
 
To view our e-Song Refund Policy please click here.

To view our 'Originals' Refund Policy please click here.
 
To view our Digital Download Refund Policy please click here.

 
To monitor and improve the performance of our technology, we capture other data such as search criteria results, downloads and purchases. We only share this data on an aggregate basis with our digital download service provider for chart reporting and chart compilation. Such data would be stored and analysed on an aggregated basis solely for the purpose of internal analysis by Our Song and the digital download service provider to improve the Service.
 
USB Drive
 
Our Song USB drives are incredibly small and stylish flash drives offering 4GB data storage.

As a guide, a 4GB drive can store 1,340 Photo’s (JPEG format - 6 Megapixels) or;

320 Songs (MP3 format) or;

18 Hours Video (MPEG-4 – 384Kbps-15fps)
 
USB Drive - Additional specifications & features 
 
Weight is less than 6g
Data Transfer Rate - up to 30MB/s (200x)
Fully compatible with USB 2.0 and USB 1.1
Water resistant - Powered by USB bus (no external power is required)
Durable solid-state storage (10 years data retention)
Hot Plug & Play – enables you to install and uninstall (PC - by safely removing hardware or MAC - eject) anytime 
 
Minimum System Requirements (USB & e-Songs)
 
The following system requirements are necessary to enable you to view your USB and e-Song player:

Connectivity:         Internet +512Kbps
Processor:             Intel® Pentium 1.2GHz
Memory:               512MB Ram
USB Port:              USB 2.0 High Power
Flash Player:          Adobe Flash Version 10+
Display:                 1024 x 768 Resolution
Browser:               IE 7+, Firefox, Safari 
 
Compatibility Operating Systems
 
Windows® 7
Windows Vista® (32 Bit)
Windows® XP Home Edition Service Pack 1-3
Windows® XP Professional Edition Service Pack 2 (32 Bit)
MAC OS® X v10.1.2+
 
Digital Downloads 
 
All music digital downloads are delivered in MP3 Format. MP3 file formats are universally compatible across all digital media players including iPods, mobile phones, PC and Mac, PDAs and other music playing devices. All of our audio downloads are available in this format. Bit rates vary and are dependent on the production quality of the re-mastered originals.
 
The higher the bit rate the better the reproduction quality of the track.
 
 
Our Song endeavour to provide downloads at the highest quality of 320Kbps, but a number of tracks are currently only available in 256Kbps and 192Kbps.
 
The bit rates are displayed alongside all tracks for your convenience.
 
 

Questions regarding your account 
 

Q:      I have forgotten my password. How do I retrieve or obtain a new one? 
A:      Go to "My Account". Enter your email address and select "click here" after "Forgotten your password". We will send you a new password in an email which will allow you to log on. We recommend you immediately change your password at "My Account" and selecting the "Access" tab.
Q:      Do you store my credit card details?
A:      No. The only details we store are your name, billing and delivery address(es), email address and your order details.
Q:      How do I change my email address and/or password?
A:      Go to "My Account" and select the "Access" tab. You are able to change your email address and your password as required. Click on "Update" to activate the changes.
Q:      How do I change my billing and or delivery address details?
A:      Go to "My Account" and select the "Details" tab. Re-enter your new address(es) and click "Update".
Q:      How do I know if my payment was processed successfully?
A:      If your payment was processed you will receive an email from us confirming your order details. Similarly, if your payment was declined you will receive an email advising you that the payment was declined.
Q:      Is your website secure?
A:      Yes, all our registration, account and payment pages are secured with SSL certification from Thawte, this is clearly identifiable by the padlock icon appearing on the relevant pages.
Q:      My order has not arrived how can I find out what has happened?
A:      Firstly, go to your account and check your order history to make sure your order has been despatched. All orders are despatched by Royal Mail first class post, you should wait at least 5 days from date of despatch before making an order query. You should also check with your local sorting office even if you have not received notification from your postman that they are holding items for you. If there is still a problem please send the details to us using the contact us page, quoting the order number and we will endeavour to re-issue.


Questions regarding Digital Downloads

Q:      I have just purchased a Track. Where do I find it?
A:      The track you have just purchased is immediately shown on your "Order Confirmation" page. If you have left this page, go to "My Account" and select the "Locker" tab. All your purchased music is stored here ready to download to your computer.
Q:      How do I download my track again?
A:      Go to "My Account" and select the "Locker" tab. All your purchased music is stored here ready to download to your computer.
Q:      Will I be charged before or after I have downloaded my music?
A:      You are charged for all your purchases before you are able to customise or download them.
Q:      Do I need to re-purchase tracks in order to download them again?
A:      Not necessarily. In some circumstances we allow you to download the track again. Go to "My Account" and select the "Locker" tab. This lists all the music you have purchased. If you are able to download the track again you will be presented with a "download" option.
Q:      I can’t find the track or album that I am looking for.
A:      It may be that the content you are looking for has not been licensed for digital distribution or that it has not been licensed for the UK.
Q:      Is the album artwork included when I purchase downloads?
A:      All new and recently-added MP3 downloads will contain artwork but downloads from the older part of our catalogue may not. However, we are working to deliver artwork with all MP3 downloads. Windows Media files do not include artwork due to technical limitations with this type of file.
Q:      Why are certain tracks only available if you buy the whole album?
A:      We are instructed by our suppliers to prevent sales of individual tracks from certain products. This may be because the track concerned is too long or the supplier might not have the rights to sell the track individually, such as in the case of soundtracks and compilation albums.
Q:      Why are certain albums listed more than once?
A:      Our suppliers will often provide more than one format for a particular album and this sometimes results in an album being listed more than once on our site. We do try to keep duplicate listings to a minimum. However, this can be complicated as these versions are subject to appearing, disappearing or changing at any point.
Q:      Which formats are compatible with my iPod/MP3 player/mobile?
A:      MP3 is universally compatible, so you can play our MP3 music files on iPods and other Mac products, and they are also ideal for mobile phones and any MP3 player.


Questions regarding e-Song and USB products

Q:      I have just purchased an e-Song. Where do I find it to customise it?
A:      Go to "My Account" and select the "Orders" tab. Find the relevant order and click "view". Scroll down to the e-Song you have purchased and click on "Create e-Song". Follow the instructions to customise your e_Song.
Q:      What format shall I upload my images in?
A:      Our photo upload facility will accept either JPEG or PNG files to a maximum of 2Meg.
Q:      I have plugged in my USB but it does not auto-start, what should I do?
A:      For PC users you will need to browse the drive and double click on the PC-Start icon, this will direct you to the Our Song account login page. For Mac users the USB drive icon will appear on your desktop, double click the icon to browse the drive, then double click the file icon Mac-Start. This will direct you to the Our Song account login page.
Q:      When I click on the e-Song icon a Security Warning appears. Does this mean it could damage my computer?
A:      The security warning is common for a lot of applications downloaded from the internet, the e-Song application along with all our other applications are virus and malware scanned on a regular basis. The e-Song icon provides the recipient with the confidence to select run on the security window enabling you to fully compile your e-Song.
Q:      I am using the Mozilla browser on a PC to customise an e-Song, when I download the song it goes straight to my downloads and appears at the bottom of the browser window. What is the best way to transfer this to my e-Song folder?
A:      A number of browsers have different ways of handling downloads from the internet. In the case of Mozilla and Google Chrome one of the preferred ways of retrieving the downloaded MP3 is to right click on the download box at the base of the browser and select “open inside folder”. Your MP3 will then be displayed in a folder, enabling you to easily move the file to your e-Song folder.