Update: November 24th 2020
Thank you to all our customers around the world, for your continued support during this global coronavirus pandemic. We are still seeing a strong desire from our regular customers around the world to continue with their Christmas performances, in as normal a way as possible, but with appropriate Coronavirus mitigations in place. With this in mind, we have included a detailed Coronavirus Advice Sheet with every one of our publications, to help you make your performances as safe as possible. This advice sheet has been updated again within the last few weeks.
In addition, several areas of our business operations continue to be slightly affected moving forwards:
Call Centre
Our phone lines are open as usual. However, most of our operators are still working from home. Therefore, if you need to speak to us by phone for any reason, that’s no problem, but please be aware that as a few members of staff have young children at home with them, there may be the odd occasion where you can hear a child’s voice in the background. Thank you for your understanding.
Downloads Orders
Our download service is working as normal and any item can still be ordered and downloaded instantly. In the unlikely circumstance that you require technical support, we are still aiming to help you as urgently as possible, whether you contact us by email, or by phone.
Physical Orders
CD orders are currently unaffected. However, we are having trouble with our regular supply chain, which partly involves sourcing stock from overseas. Therefore, it is possible that some of our CD stocks could run out within the next week or two. But please continue to purchase normally for now – we will keep you updated if anything changes.
Delivery Schedule
All our deliveries for domestic and overseas orders are processed by the Royal Mail. The Coronavirus service message on the Royal Mail website states that they are open for business, but that despite their “best efforts… some services may be disrupted.” We are indeed seeing evidence of this, with some customer’s deliveries being delayed for a week or more. Therefore, please be patient. If your delivery is very urgent then we suggest you purchase the download version of your publication, to get you started straight away, and then order the £10 ‘Extra CD’ option as well – to follow on in the post afterwards.
Video Recording Your Performance
With so many customers asking about recording their performances, due to audiences being banned in many parts of the world, we have updated our ‘Recording Rights Licence‘ page to make it easier to use, with more of your questions answered. For basic recording with free, low-level distribution – this licence is free to you, although terms apply. Please see our Recording Licence page for details.
Performance Licence Money Back
It sadly seems inevitable that some performances will eventually have to be cancelled completely for Coronavirus reasons of one sort or another, and we have had customers ask where they stand with performance licence purchases. Therefore, we’ve decided that if you have no choice but to completely cancel your show this season, send us a copy of the notification you sent to your audience to inform them of your decision, and we’ll refund any licence fee you’ve recently paid. For card or PayPal payments: if you have purchased the licence within the last 30 days, we will be able to refund straight to your card or PayPal account. For invoice orders that have not yet sent payment, your invoice can be amended accordingly. Or, for invoice customers that have paid, as well as any other customer who completed payment more than 30 days ago, we will give you your licence fee back as a discount code to be used on your next purchase from us. Alternatively, we will be very happy to roll the licence over to next year instead, if you would prefer that. For any further questions, please contact us.
Free Material
To help customers out, we recently made a large number of our assembly songs available for free, via new ‘Lyric Videos’ on our YouTube channel. We initially intended to make this temporary. However, we have now decided to keep most videos there indefinitely, and plan to add many more videos through the coming months.
Contact Us
If there is anything else you would like to know, please feel free to ask, at any time. We’re always happy to help.
For all the different ways you can contact us, please see our ‘Contact Us‘ page.
Thank you again for your support. Stay safe.
Stuart Ross
Main Composer / Managing Director – Learn2soar Music