FAQs

FAQ Sections:

- Website/Community
- Touring
- Store
- Terms Of Website Use

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WEBSITE/COMMUNITY:

Why am I not receiving email from sarahbrightman.com?                

We send email updates and newsletters to the email we have on file for you, so please ensure that the address is correct. Please be sure to check your Junk Mail folders if you have them. Certain Internet Service Providers have very strong filters, making it difficult for some of you to receive our emails. Make sure that all email website addresses (no_reply@sarahbrightman.com) are in your address book, as some spam filters will disallow mail from sources not on your approved list.

How do I get you to stop emailing me your newsletter?

All you have to do is to click on the link at the bottom of one of the newsletters you've received from us.

There is a COMMUNITY and a FORUM. What are the differences?

The COMMUNITY is a new section where you can meet other fans, add friends, discuss Sarah's music, setup personal profiles, and access exclusive content. The FORUM is from the previous website's FAN AREA. If you participated in the FORUM on Sarah's previous website, your account is still active, and can also be used to access the new COMMUNITY!

If I have an account from the previous website's FAN AREA/FORUM, do I have to create a new account to access the COMMUNITY?

Your old FAN AREA email and password can be used to access the new COMMUNITY. Please do NOT enter your username to login to the COMMUNITY.

I just registered as a brand new member in the COMMUNITY, but my account does not let me sign in to the old FORUM.

Creating an account within the COMMUNITY will not automatically create an account for you within the FORUM, but you can still click into the FORUM and create an account separately there.

I can't remember my password.

Visit the Community Log-in page and click "Reset password". Instructions will be emailed to your email address telling you how you can reset your password. (Please note that the new COMMUNITY password will NOT transfer over to the FORUM. The two areas are administered separately).

I am still having trouble logging in? Where can I get more help?

There is a LOGIN HELP link on the Community Login page containing detailed login info.

Will my profile/user preferences in the FORUM transfer over to the COMMUNITY, and vice versa?

No, your settings are specific to each area.

What is COPPA?

COPPA, or the Child Online Privacy and Protection Act of 1998, is a law in the United States requiring websites which can potentially collect information from minors under the age of 13 to have written parental consent or some other method of legal guardian acknowledgment, allowing the collection of personally identifiable information from a minor under the age of 13.

I would like to edit my COMMUNITY account, how do I do it?

You can edit your user account and information by clicking the LOG IN button at the top of the website, then clicking on the EDIT PROFILE link next to your profile picture.

How do I edit a post/comment in the COMMUNITY?

You can delete a post/comment in the COMMUNITY, but you cannot edit.

How can I report abusive or inappropriate posts to the administrator in the COMMUNITY?

Just click on the "Report" button next to the post.

Why is it that some of my posts/comments in the COMMUNITY appear immediately, while others do not?

The community manager may decide whether a post/comment should be published immediately, delayed or deleted altogether. Privacy settings may also affect whether your post/comment is visible to others.

Where do I go to set my privacy functions in the Community?

After logging in, click on EDIT PROFILE to set your privacy profile.

What are GROUPS in the COMMUNITY, and can I start one? How do I join a GROUP?

GROUPS can only be started by the community manager. They are used to group together the discussion of certain popular topics. Everyone can participate in each group once they have created a COMMUNITY account.

Where can I go to learn more about the features and functions of the COMMUNITY?

We have set up a special GROUP called COMMUNITY HELP, where you can share helpful hints and obtain help from other fans, provide feedback etc.

How do I add friends in the COMMUNITY?

Click the FIND PEOPLE button, where you can search for friends to add.

Where is the search function located in the COMMUNITY?

You can search for a member in the COMMUNITY by clicking the FIND PEOPLE link at the top of the COMMUNITY page.

How do I contact the administrators?

Before you do so, we ask that you read our FAQs section, as well as LOGIN HELP (located on the Login page) to see if your question is answered. If you still need to contact the administrator, you can do so by emailing the Web Admin at admin@sarahbrightman.com or the Community Manager at community@sarahbrightman.com.

 

TOURING:

Will Sarah be on tour in the coming year? Please send me a list of her concert dates.

All tour information will be posted and updated in the tour/calendar section as soon as it is confirmed. The tour pages contain the most up-to-date schedule of confirmed dates and venues. PLEASE NOTE all dates, even those confirmed on this site, may be subject to change with little or no notice. Please be sure to confirm dates with the venue before traveling long distances or booking travel arrangements.

Why is a show no longer displayed on the tour pages?

If a date is all of a sudden missing, then it has probably been cancelled or rescheduled. Sometimes tour venues are not aware of a confirmed date until after we are, however that doesn't mean that the show is not going to happen. Please continue to check the site for updates.

When will tickets go on sale for my city?

All ticket sales information will be posted in the tour/calendar section as soon as it is confirmed. If there is a ticket pre-sale for a specific show then tickets will be accessible within the Member section of the site based on availability.

How much are tickets?

Ticket prices vary by show and seat location. Pricing information will be available during the purchase process as you choose your tickets on the vendor website.



Why did the North American tour dates get rescheduled?   Sarah Brightman’s 11th studio album “Dreamchaser” will now be released in North America in April 2013. This will coincide with the timing of her International album release plan that will run through Spring 2013. As a consequence, the North American tour dates will be moved to the fall of 2013. The full list of shows on the tour is available on the tour page.   I purchased tickets for the original North America tour dates, are my tickets still valid?   For all shows that were rescheduled, existing tickets will be honored for the shows on the new dates. Customers that purchased tickets from the official box office or ticket vendor and are unable to attend the rescheduled date for their show are able to obtain a refund. Customers who have purchased tickets from resale sites or ticket brokers or ticket exchanges should contact their point of purchase directly.   My show was not rescheduled, how do I get a refund for my cancelled show?   For a small number of shows (Providence, Upper Darby, Austin, Portland, Sacramento, San Diego and Everett) it was not possible to reschedule the show due to venue availability. Customers who purchased tickets for these cancelled shows through the official box office will automatically receive a refund from the ticket vendor.  

What is an internet pre-sale?

An Internet pre-sale is an advance window to purchase tickets prior to the general public on-sale.

Will I have access to the best tickets during the presale?

We seek to secure a selection of good tickets at a range of prices to make available to Community Members. As tickets at each price level could sell quickly, you are advised to buy early to help ensure that you can make your selection from the widest range of tickets available.

Where are the pre-sale tickets located?

We have a certain amount of tickets on hold for our members in each venue where a presale is taking place. The promoters have made an effort to select quality seats and all presale tickets available have been specially allocated for sarahbrightman.com members. However, we cannot guarantee the quality or location of tickets that will be available to you when you come to make your purchase. As part of the purchase process, the ticket vendor for your selected show will let you know the location of the tickets that are being sold to you.

Am I guaranteed the best seats if I buy during the presale?

Please be aware that we do our best to secure as many prime seats as possible for our members. However, the location and number of presale tickets at each price level may vary at each concert. It is important to note that members who make the effort may very well find it possible to purchase better seats through the normal ticket outlets than those held through the sarahbrightman.com presale.

Are presale tickets available after the presale?

NO. Once the pre-sale window has expired, these tickets will return to public access.

Am I guaranteed tickets during the presale?

NO. Your Community Membership guarantees that you will have access to the tickets before the general public. If demand is high there is every possibility that the allocation of tickets for our community may sell out so we recommend you make your purchase early.

What happens if there are no more presale tickets available?

Occasionally, due to high demand, we may run out of tickets for specific show. If this happens, you will need to purchase tickets when they go on sale to the general public. Tickets are sold on a first-come, first-serve basis.

Will there be Special Access Seating available during the presale for Disabled patrons?

Each venue on the tour operates their own policy towards Special Access Tickets. Please follow the instructions on the relevant page of the website that is selling the tickets for the show of your choice.

Can I place a telephone order for my presale tickets?

The ticket presale is online only. The only way to order tickets during the presale is through the link available once you have logged in to the Community Member area of sarahbrightman.com. All remaining tickets will be on general sale through all the usual channels on following the presale.

Who has access to pre-sale tickets?

Only members of the Sarahbrightman.com online community are eligible to purchase pre-sale tickets.

Which shows will be available for pre-sale?

Not all shows will be made available for pre-sale. All shows that are to be made available via a pre-sale, will be announced via the member community pages in advance of the pre-sale date or as soon as that information is made available to sarahbrightman.com. Please do not email asking if a particular show will be made available or not; the answer can be found based on the presale ticket availability on the tour/calendar page.

The show is not listed on the ticket vendor's website. Is it really available?

Shows advertised on the artist's site are arranged through the ticket vendor(s). However, the show may not display on the vendor's site as the local vendor office or the venue might still be working on the show and have not made it visible online.

How will I know when pre-sale tickets are available for the show I am interested in?

Pre-sale dates will be announced to members on the website and via email. In general, tickets will go on sale to Sarahbrightman.com Members a few days before they are made available to the general public, and continue for a set amount of time. Pre-sale dates and times will also be announced in the tour/calendar section.

Why isn't the show in my area having a pre-sale?

Not all shows will be available for presale. Festivals Events, fairs, and other general admission shows typically are not offered on a presale basis. Presales from other arena shows may be announced late due to difficulty confirming the presale ticket locations within the venue. Presale ticket events are posted immediately on the website tour/calendar page as soon as they are confirmed and the information relayed to us.

How long will the pre-sale tickets be available?

Normally the presale begins a couple of days before the public sale. Circumstances may alter these dates and times so exact dates/times will be posted on the website tour/calendar page as soon as they are confirmed.

How many tickets can I purchase during the presale?

Ticket limits for each show are set by the venue and will be notified during the purchase process for your selected show.

I have a question that is not answered here.

Please check the contact page to see who you need to contact.



STORE

Is ordering from you on the Internet safe and secure?

Generally it is just as safe to order online as it is to pay using your credit or debit card in a shop. This site uses a Thawte Security Certificate, which guarantees that we are who we say we are.

Does the Sarah Brightman store ship to my country?

Yes, we ship globally.

How can I find out information about an order I placed in the Online Store or the return policy?

The Sarah Brightman Online Store is managed and fulfilled by Sandbag UK. For further information on the online store please check the help section:
store.sarahbrightman.com/help


What should I do if I have problems placing my order?

If you have a problem at any point please contact our customer service team on 0118 9569 183 (+44 118 9569183 from outside the UK).

Can I change my order after it has been submitted?

Yes you can, but please be quick. Email our customer service team (orders@sandbag.uk.com) who will arrange to change the order. You can also call our team on 0118 9569183 (+44 118 9569183 from outside the UK).

Can I cancel my order after it has been submitted?

If you wish to cancel an order you've placed please send a message to our customer service team who will arrange to cancel the order and refund you any money you've paid. You can also call our team on 0118 9569183 (+44 118 569183 from outside the UK). You can only cancel an order prior to it being dispatched.

Why didn't I receive an email confirming my order?

The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota or the message has been spam filtered. The other reason is that you accidentally entered your email address wrongly when you registered it with us.

How accurate are the sizes listed on your Web pages?

We do our best to make sure that the sizes we show are right and unlike many other sites give a chest measurement on our t-shirts rather than just a small, medium or large size guide.

Do you share my personal information?

Your personal information isn't supplied to third parties except when it is required by law. We do not allow third parties access to our customer list.

How can I pay for my order?

We accept payment by all major credit cards.
Please note: We only accept cheques/money orders made out in UK sterling pounds.
Cheques/money orders must be made payable to Sandbag Ltd.


Which credit cards do you accept?

We accept all credit cards issued by Mastercard, Visa, JCB.

Which debit cards do you accept?

We accept Mastercard, Visa Debit, Visa Delta, Visa Electron, Maestro, Solo and Maestro.

How will I know when my order ships?

Once your order has been dispatched from our warehouse an automated email is sent to your registered email address letting you know. Orders are dispatched using a 1st Class Royal Mail service unless otherwise stated and therefore will not have tracking references.

Can I return my order?

We offer a money back guarantee on all our products. If you buy anything and decide within seven days that you don't want it all you have to do is send it back to us in mint condition and we'll refund you the cost of the items. If the goods are damaged or not what you expected please email our team before sending them back to us as we have a different procedure for dealing with these returns. Please be aware, however, that we are unable to refund items that have clearly been worn, laundered or have been subjected to abnormal usage.

When returning your item please use the returns sticker on your invoice and include a note explaining the situation and action to be taken.

Please allow up to 10 working days from UK and 14 - 28 working days from EU and ROW countries for your return to reach Sandbag and the requested action to be taken

What should I do if my goods were damaged in transit?

We take a great deal of care when packing orders to make sure that the items you've ordered arrive undamaged, however, occasionally goods do get damaged in transit.
If you discover something in your order is damaged you should call us on 0118 9569183 ( +44 118 9569183 from outside the UK), or mail orders@sandbag.uk.com and explain the situation. We will arrange for replacements to be sent out to you and instruct you on what to do with the damaged ones. Do not send the damaged items back without having contacted us first.


What should I do if you've sent me the wrong goods?

If you discover that your goods are incorrect you should send us a message or call our customer service team on 0118 9569183 ( +44 118 9569183 from outside the UK). and explain the situation. We will arrange for replacements to be sent out to you and instruct you on what to do with any incorrect items you received.

Contact

For enquiries regarding merchandise sales please email; orders@sandbag.uk.com
For enquiries regarding Digital content sales please email; orders@sandbag.uk.com
When contacting our Customer Care team please include as much information regarding your query as possible. We will need to know your order reference, item purchased and the online store you have ordered from. Alternatively please give our Customer Care line a call between 9am - 5.30pm (UK time) Monday to Fridays on; 0118 9569 183


I have a question that is not answered here.

Please check the contact page to see who you need to contact.