What is Surus?

Surus was created to give independent record labels a platform to sell their music. Many independent labels don't have the resources to setup and manage a web store.
If you are an independent label and want to know more about the services we offer, please see our 'About Us' page.

I am a Label/Artist, can I get my music on Surus?

We are always willing to give new music a chance, get in contact with us!
orders@surus.co.uk

Is it safe and secure to buy from Surus?          

Surus uses 128-Bit SSL encryption to handle all transactions, ensuring that your personal information is transfered over the Internet with the highest levels of security. When using one of our other payement options such as PayPal to pay for your order, you also benefit from PayPal's high level security and their Buyer Protection system.

When will my card be charged?

Your card will be charged the moment you confirm an order on the final page of the checkout.
Should there be a reason that your card is not charged at this point, such as insufficient funds or incorrect card details, you will be advised accordingly.
If you are purchasing through PayPal, you are subject to PayPal's rules regarding payement.

I have just received my digital download but it sounds 'glitchy' in places.

Very rarely audio artifacts may occur on a digital purchase. A reason for this is each track you buy from Surus is encoded into the format of your choice, especially for you, at the moment of purchase.
You should first try re-downloading the track from your My Surus page and if this doesn't remedy the issue you should contact orders@surus.co.uk straight away so that a new file can be processed for you.

I've decided I don't like the song I downloaded from your website and would like to request a refund.

While with physical products we are able to offer returns, refunds and exchanges within 14 days, with digital we can not offer any refunds or exchanges. This is because of the nature of digital products.
Sample clips of all music are available so you can preview downloads and be certain of your purchase before download.
If you are still unsure, please refer to our Terms & Conditions

My Internet connection went offline during a download / My Download was Interrupted.

Don't worry, all recent purchases can be downloaded at any time from your My Surus page. Just log back into your Surus account and view your recent orders.

I don’t have a PayPal account – how else can I pay?

Surus only accepts payment for content and goods through PayPal’s safe and secure payment platform. No other forms of payment will be accepted.

What forms of payment do you accept?

Surus uses PayPal for handling payment transactions, alllowing us to accept many different credit and debit cards as well as other forms of payment.
PayPal currently accepts the following payment types:

I’ve accidentally purchased tracks from you which I already own. What do I do?

Please check that you do not already own downloaded tracks as Surus is unable to authorise refunds once a purchase has been made.

Can I order from Surus by telephone?

Surus is an internet only service – all orders must be made online through and paid for through the Surus checkout service.

Why do FLAC downloads cost more than MP3s?

The higher price reflects a higher quality product.
FLAC files are Lossless and of the highest audible quality, MP3s undergo compression to remove audio data that is considered to be outside the human threshold of hearing in order to dramatically reduce file size.

How do I confirm my order?

A confirmation email will be sent instantly to your email address on receipt of payment via PayPal.

Can Surus source music for me on request?

Surus represents only the wide range of artists showcased and do not source music outside of the labels represented.

When will I receive my order? 

Delivery of all Digital purchases should be within 20 minutes of payment completion.
Delivery of all Physical purchases is dependant on the delivery method chosen at the point of checkout. For more details see the Shipping page.

I haven't received my order, is it lost? 

If you have not received an order for a Digital product you must contact orders@surus.co.uk we will then be able to assist you.
If you have not received an order for a Physical product sent via Royal Mail, please bare in mind that Royal Mail do not class a UK bound item lost until 15 days after the item was posted. For items sent via courier a tracking number can be obtained from us.
If you feel an item is lost of taking too long to arrive, please get in contact with us and we will see what we can do to assist. orders@surus.co.uk

Do you have a tracking number for my order?

If your order has been sent out via Courrier or Recorded Royal Mail delivery we will be able to supply you with a tracking number.
We can not provide tracking for any orders sent through normal post.

I’m unable to access the social media functions in Surus.

Use of social media within Surus will not work without prior registration for the social media channels integrated into Surus. To engage, please register accounts with either Facebook and/or Twitter.

I’m getting no social media responses from the artists I contact.

Surus offers artists the opportunity to correct directly with their fans, but responsibility for responding to Surus visitors lies directly with the artist. If your enquiry is important regarding a particular artist, contact their label via email to resolve your enquiry.

I have a complaint to make about another visitor’s behaviour.

Surus strongly believes in the rights of freedom of expression, so operates an open, unmoderated environment where artists, fans and labels can socialise with each other openly and with respect. As a consequence, the views expressed by artists and labels do not necessarily reflect the views of Surus.

Surus however requests users and artists conduct themselves in a responsible and respectful manner. Any form of racial, religious, sexual or social intolerance will not be tolerated and any users who openly contravene these values will be suspended or removed from using Surus. If you have a complaint about user conduct, please contact the Surus team.

For more information, check the terms & conditions of using Surus.

My download is going very slow, why is this?

Generally slow download speeds are a result of problems at the users end. Slow download speeds can be a result of:
Other users on your local area network and/or ISP's (Internet Service Provider) Network also accessing the Internet, known as 'Network Contention'.
Software running on your computer that requires access to the Internet, such as automatic software updates may also hinder your Internet connection.
We recommend running a Speed Test

I can’t use the checkout / music player / social media.

Common technical problems in using Surus come from ordering from unusual, non PC/Mac-based browsers or trying to access the sites from within secure, firewalled company networks. In both cases we recommend access using a more standard browser installed on a PC/Mac, mobile device, tablet device or similar. Surus is optimised to run on all commonly used browser platforms including recent versions of Internet Explorer, Firefox and Safari.
The security settings on your computer may also be set for maximum security, which may interfere with your computer communicating with Surus. Try adjusting settings to medium settings as well as checking that Javascript and Cookies are enabled.
In the case of the music player, check that the volume is up both on your internal computer and external speakers (if applicable).
Use of social media requires registering an account with Facebook and Twitter.

My FLAC audio downloads won’t play.

FLAC (Free Lossless Audio Codec) downloads are not directly supported by the some leading music file players such as Windows Media Player or iTunes. A large range of third-party programs and plugs-in are available online to enable users to play FLAC files, as well as convert them to other high-quality formats (i.e. WAV files)  to make them compatible with non-FLAC supporting players.

To convert FLACs to Wavs we recommend the following software:

Mac OS X:
MacFLAC

Windows:
MediaCoderHQ

I’m still having problems using the Surus site – how do I get in touch?

If you have any other problems using Surus or purchasing our music, please contact us direct and the Surus team will respond to your query as soon as possible.