Frequently Asked Questions (FAQ)
Q: What kind of payment options do City Music offer?
City Music offers a variety of payment options as below:
METHOD 1: CREDIT CARD
Online payment via PayPal (Visa or Mastercard).
METHOD 2: BANK-IN
Offline bank-in (cash or cheque) payable to City Music Co Pte Ltd, please find our bank account information below:
Bank: DBS Bank
Account No: 025014310-0
Account Name: City Music Co Pte Ltd
After bank-in, please email us the scanned copy of the payment slip or fax it to us at +65 633677058 with the following details:
1. Order reference no.
2. Your name and contact no.
3. Payment amount and indicate if cash or cheque.
4. Date and time of bank in
5. Cheque number if payment by cheque
Please note that order will only be processed after the cheque is cleared or cash is deposited.
Q: How secure is shopping with City Music?
We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.
SSL encrypts your order information to avoid the decoding of that information by anyone other than City Music. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".
We endeavor to make every transaction you make at City Music 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at City Music.
* SSL available only if you make payment through our payment gateway PayPal
Q: I cannot remove and add items into my shopping cart. Why and how to resolve this ?
It should be a memory problem from your browser. Please follow steps on the link below to delete the cookies:
Q: I have signed up to City Music but cannot login with my password. Why?
One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account. Alternatively, kindly contact us at firstname.lastname@example.org technical assistance.
Q: I have a user account with City Music but forgot my password, what should I do?
It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with City Music. The password will be sent automatically to the registered email address.
Q: I have a user account with City Music, how do I change my personal info and shipping address?
Go to My Account page, login and you can modify your account details there.
Q: Can I buy from City Music without creating an account?
Unfortunately no. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.
Q: How do I know City Music latest news and promotions?
Just subscribe to our newsletter, which we publish regularly. Or you can subscribe to our RSS Feed to get latest updates about our New Arrivals, Best Seller Products and Special Deal.
Q: How can I unsubscribe from the newsletter mailing list?
You can unsubscribe by email us at email@example.com with the message title Unsubscribe and we will remove your email from the mailing list.
Q: I have received a few emails from City Music. What are Orders Received, Orders Processed and Payment Receipt?
Order Received: This email informs you that City Music has received your orders and will process it as soon as possible.
Order Processed: This email confirms City Music has processed your order.
Order Shipped: This email confirms that City Music has delivered/shipped the order to your shipping address.
Q: Can I return an item after it is delivered to me?
Yes, you can. However, there are terms and conditions for this. Please refer to the Return & Refund Policy page for more information on this.
Q: I can't find a particular product/item I want from City Music online store, what can I do ?
Kindly contact us at firstname.lastname@example.org or call us at +65 63377058 for further enquiries. We will try our best to assist you or recommend you an alternative.
Q: When I click on the button "Credit Card Payment with PayPal", nothing happens after that. Why?
Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off.
For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.
Q: How do I know if my payment has gone through?
When you submit your payment details, the PayPal payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on City Music. Dependingon the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.
A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with City Music. It will be sent by PayPal to the email address you have provided when entering your payment details.
If you receive more than one email and you have only made one purchase, please contact email@example.com and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.
Q: Why my payment was declined?
This could be for many different reasons, however, PayPal is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined include:
- Some of the card/personal details entered does not match the information held by your Card Issuer.
- You do not have enough cleared funds on your card to cover the amount of the purchase.
- Your card has been reported as lost/stolen and been cancelled by your Card Issuer.- Your card has or is due to expire and has been replaced by your Card Issuer.- Your card has recently been replaced by your Card Issuer but not yet activated.
- Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet).- There may be a problem with your Card Issuer's authorisation system.
- You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card.
If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.
If this means you are unable to pay by credit card or Online Banking through PayPal, please email us at firstname.lastname@example.org.
Please search our FAQs for answers to the most frequently asked questions. In the event our FAQ does not answer your enquiry, please call us at +65 63377058 or email us at email@example.com.