Information

Frequently Asked Questions

1. Account and Administration

Is my credit/debit card transaction safe?

We use industrial grade credit card encryption methods in conjunction with Worldpay, one of the leading card processors. No card information is passed to or seen by us. The transaction is encrypted and takes place between you and Worldpay. We therefore see, hold or store none of you card data on our systems. Whilst we cannot offer any absolute guarantee, we are very confident that the systems we offer are second to none.

Who are Worldpay?

Worldpay is part of The Royal Bank of Scotland Group, the 5th biggest banking group in the world. WorldPay payment solutions are trusted by thousands of businesses, big and small. Details of the services they provide can be found by clicking HERE

Do you pass my personal details to any third party?

The simple answer is.... No. We do not pass on your details to any individual or any other company. You also have the option to opt in/out of Naim Label e-mail update services.

What are Cookies?

HTTP cookies (also referred to as tracking cookies, or cookies) are small pieces of text, stored by a user's web browsers, that contain the user's settings, shopping cart contents, or other data used by websites. Most browsers offer the user the opportunity to accept or reject cookies.

They are transmitted as parcels of text sent by our server to you and then sent back unchanged by you each time you access the Naim Music Store. HTTP cookies are used for authenticating, session tracking (state maintenance), and maintaining specific information about you, such as site preferences or the contents of your shopping cart.

Cookies are unfortunately subject to a number of misconceptions, mostly based on the erroneous notion that they are computer programs that run on the browsing computer. In fact, cookies are simple pieces of data that affect the operation of our website, not your computer, and do so in very specific ways. In particular, they are neither spyware nor viruses, although cookies from certain sites are described as spyware by many anti-spyware products because they allow users to be tracked when they visit various sites.

Most modern browsers allow users to decide whether to accept cookies, but rejection makes certain aspects of the Naim Hi Definition Download Store unusable. For example, the shopping cart will not work if cookies are rejected.

2. Payment and Card Transactions

What card types do you accept?

We accept Mastercard, Visa Credit, Visa Debit, Visa Electron, Solo, Maestro (UK only) and JCB for online payments. There are various ways you can pay:

Paying By Card Online

We accept Mastercard, Visa Credit, Visa Debit, Visa Electron, Solo, Maestro (UK only) and JCB for online payments. During the transaction you will be asked to supply your card information. The 'MAKE PAYMENT' button is your last opportunity to amend your order.
The Worldpay system will check your card details and when the payment is authorised your order will be processed, your files will then be prepared for download and your discs packed for shipping. The final page you see will be marked 'COMPLETE' and will show your five-digit order reference. You will receive confirmation of your order by email. You then have the opportunity to download your purchases; physical goods will be posted on the next working day.

Paying By Card Offline

By telephone we accept Mastercard, Visa Credit, Visa Debit, American Express, Visa Electron, Solo, Maestro (UK only) and JCB. You can place the order by telephoning +44 (0)1722 426600 or place the order by fax.

By fax, please print your order, the option is at the top of the order page, and fax it to +44 (0) 871 230 1025 with your card details (card number, expiry date, 3 digit security code and name on card).

Paying By Bank Transfer

If you would like to pay by bank transfer please e-mail us by clicking HERE

Paying By Cheque Or Postal Order

You can print your order and send it to us with a cheque or postal order. Orders should be posted to:
Naim Audio Ltd, Southampton Road, Salisbury, Wiltshire, SP1 2LN

What currencies do you accept and how do I select the currency I want?

We accept USD, GBP and Euros. The country you are in determines the currency used. This will be confirmed by your credit card details at point of purchase. The price you see is set by us and is the amount that will appear on your credit card bill. This removes the uncertainty caused by exchange rates and bank charges etc.

Where do my card details go, do you store them?

Your card details are only seen by Worldpay. They do not transfer these card details to Naim and we hold none on your card details on our system or servers. Naim are only made aware of whether the card transaction was successful or not and has no access to your card details. Once the transaction is cleared, any downloads are made available to you automatically.

How safe is your system?

Our system is as safe as is currently possible. We continue to work with our card service providers and will update our systems when required to continuously deliver the most robust service possible at all times.

3. Why have Naim enabled downloads?

Why have Naim decided to make downloads available?

More and more people are aware of the advantages of high quality music downloads. You can browse our site, listen to samples and within minutes have the files on your computer. You also have the opportunity of buying versions of the music that are even better than the original CD. Obviously, these files are bigger and more expensive than the CD file but a download is the only way that a file of this type can be delivered.

We have also heard from many potential customers that they are having difficulty obtaining our discs in their local shops. Delivery of download files over the web solves this problem.

You can of course also buy regular CDs via our site and we have no intention of deleting the CD releases.
We see the site as a way of offering more options and not a way of limiting choice. Please also continue to support your local music outlet. If you have requests for more file types then please contact us by clicking HERE and we will consider your input.

Is there something wrong with CDs?

CDs are great but downloads can be better. The files we deliver are the same files that we use to produce the production CD. However, if you want the music now then the download may be more suitable for you. There are also some high quality studio type files available for download that cannot be delivered on a normal audio CD. Flexibility is what it is all about.

Which downloaded music format will give the best performance?

We offer different download file formats in order that you can select the one that is best for you. Please visit our Downloads

page by clicking HERE for detailed information on the music formats we offer.

4. Download File Formats

What formats are available?

We offer MP3, FLAC and WAV files as well as physical dics. Beside each title all the options that are available for that release will be presented. Some titles may only be available in some formats. This is becasue recordings are offered in the highest resolutions that we have available. We will never upscale or falsify a higher quality sample rate or bit-depth and hence some older titles may not be available beyond CD quality.

Why do Naim offer different formats?

The formats are different in size and are used in different ways. CD was great in that it became universal. Unfortunately with digital audio, it is more difficult to guarantee playback through the wealth of different mediums there are in the digital age. We endeavour to make our digital downloads as accessible as possible. For some users hard drive space is paramount. For other perhaps download speed may be an issue. Some users may wish to have downloads for use with a portable playback device. Here, there is truly something for everyone.

What are the differences between each file type?

In simple terms it comes down to size and quality. The larger the file the better the sound quality. There are many dozens of possible audio file formats available. We have selected what we believe offers the best balance of size and quality. Please see the Downloads section for greater detail by clicking HERE

How do I decide which is best for me?

There are test files here. Click on this link to be taken to the test file page. These files are provided free of charge to allow you to download small sample files in each format in order to allow you to check technical compatibility. Once you have checked that your choice of file is compatible with your computer and players you can then buy the files that meets your requirements.

Are there any ways to check the files will work before I buy?

Yes! A number of promotional downloads are available free of charge by clicking HERE

5. How do I download files?

Do you need a download manager and what is the purpose?

It is not necessary that you use a download manager. If you are downloading a single file there is no advantage in using a download manager. However, if you download an album which is made up of multiple files then a download manager can be an advantage.

When you buy albums using your current media player, for example, iTunes or your WMP (Windows Media Player), you are in fact using an integrated download manager; it is incorporated into the media player but may not be obvious to the user. As we deliver our downloads via a regular browser you may need to incorporate a download manager into your browser to help simplify the download process.

A download manager makes it easier for you to download multiple files (tracks, albums and artwork) together. The effect is that all the individual files are consolidated and then downloaded together.

When downloading a full album or several tracks we recommend you use a download manager. There are many download managers available on the web. Some are free and some need to be purchased. Just type "download manager" into your search engine for some suggestions. We have also provided links to some download managers. We don't offer any guarantee with these links, but they are the sort of solutions that our own engineers use. Download managers are browser and operating system specific so check that you select a suitable manager.

Internet Explorer users could try Orbit Downloader www.orbitdownloader.com

Mac OSX/Safari users could try DownThemAll or iGetter www.downthemall.net / www.igetter.net

Firefox (PC + MAC) could try Downthemall www.downthemall.net

Your download manager will allow you to log in to your Naim Hi Definition Download Store account and go to 'download music' and click 'show all available tracks'. This will open a new page that contains your purchased tracks and artwork. The actual operation of download managers varies but you should now be able to download all your music and artwork (when available) at once. If you get stuck then please refer to the vendor of the download manager.

How big are the files and how long will it take?

This question is often asked and unfortunately we cannot give a complete comprehensive answer. We are able to get our files on to the Internet at a very high data rate. If you have a fast connection and are not limited by your Internet provider you should be able to download the files as fast, or faster than most other sites. We provide estimates of download times and also provide details of file sizes beside each file but the actual time taken depends on many factors outside our control. If you are concerned that it may take very long to download an album we suggest you start by buying one track and check that you are able to download it in a time that meets your needs. Unfortunately we cannot speed the web up; but with any luck it will continue to get faster and faster!

It may be worth running some download speed checks prior to starting any downloads. Type 'broadband speed check test' into your search engine and you will find many speed checking links. These are market and ISP (Internet Service Provider) specific tests so use services in your own country for best results.

Why are some files so huge?

Uncompressed, high bit rate/depth audio files are by their very nature large. This is why MP3 became so popular in the past. As download speeds have increased it has become possible to offer large files. If you love great sound quality. They are well worth the wait!

How do I work out where they went when I downloaded them?

The browser normally sets the download folder where files are stored. For example Firefox allows you to select a folder under 'preferences' 'main'. Check your own browser settings and select a folder or location that suits you. Once downloaded you can move or import the files into your library or any other folder.

Can I change where they download?

Yes. Your browser allows you to change where files are downloaded. Check with the help files that come with the browser for detailed information regarding changing the destination.

What is the difference between media players, and do I need one?

Media players come in many different flavors. The more common ones are WMP (Windows Media Player) and iTunes. A media player is a convenient way of organizing you files and also often provides a burning capability. Once your music library is saved it can be backed up, moved or copied depending on your requirements. You can often use other networked media players to connect to this music library and playback the files though your hi-fi system thus exploiting the full audio resolution of the files you have purchased from the Naim Hi Definition Download Store. The Naim HDx hard disk player, and Naim Net Servers can both stream Hi Definition audio over a home network for example. Click HERE for more details.

I normally buy my music with iTunes/WMP, why does Naim use a browser and a normal website rather than integrating a full media player?

We want to use browsers to download music as this gives you the greatest freedom to choose how you use your music. Most integrated music download services impose restrictions on how you listen to the music you have bought. We want you to be able to select your media player yourself without imposing our ideas on you.

How do you download the artwork?

Artwork, when available, will be provided as part of the music download. It will be downloaded along with the music. Check the help files that come with your media player for instructions regarding how to embed or use the artwork.

6. How do I get the best from the files I have downloaded?

I have downloaded my files, how do I save them long-term?

In the past you may have owned LPs, CDs, Cassettes or other physical media. In the digital era the rules are somewhat different. The best thing to remember is that hard drives fail. They all do, but just like earthquakes, it is impossible to predict when. So, on the basis that they will fail it makes sense to have good backup plan in place before anything goes missing. There are many backup strategies that you could employ. Anything from burning a CD-R or DVD-R to Raid drives can be used. Consult with your local IT expert for detailed advice.

How and where do I save them?

There are various ways of saving/archiving your music files. The range includes; burning a data copy of the music files on to a CD-R or DVD-R type disc, copying the files to an external hard drive or saving the files to a Raid drive. Your local computer shop should be able to assist in your selection of a suitable back up method.

What happens if downloaded music gets damaged or lost?

Once the files are fully downloaded by the customer, unless the file is corrupt or Naim is at fault for any reason, then the user is responsible for the safe keeping of the digital music. It is a bit like looking after your old LPs!

Please see Returns Policy by clicking HERE

Can I make a CD for the car? If so, how do I do it?

Most Media players have a 'compile and burn music' facility. Check the preference settings and burn an audio CD specification CD-R. Sometimes this is called a Red Book CD as this is the official specification of an audio CD. Set the gaps between the tracks to 0 secs as this will ensure a seamless transition between tracks that are meant to flow together. If there are any other options such as speed or volume change it is good practice to turn them off. In fact any tone controls, filters etc are best avoided, they only change the original data, which in effect corrupts the data. Please remember that Red Book audio CDs will downsample any Hi Definition music files to 16bit 44.1kHz.

How do you take care of CD-Rs?

Factory produced CDs are silver in colour and are a sandwich of plastic and a very thin layer of very reflective aluminum. Some audiophile releases are also gold. CD-Rs, the discs you would burn at home, are produced in a similar way but the reflective layer is an organic dye which is sensitive to light. The most obvious way to preserve them is to keep them in the dark. Heat, scratches and light are all the enemy of the CD-R and DVD-R disc so take care of them, their life expectancy is relatively low. The car is probably the worst place for storing CDs! There are many websites that provide information about life expectancy but in general it is worth keeping in mind that they age a lot faster than any LP ever did!

What is the best way to clean a CD?

The best thing to do is to keep it clean in the first place. Fingerprints and dirt all affect the reflectivity so the less you have to clean the better. There are some cleaning devices available but lens/optical glasses cleaning methods are probably best. Remember a back up on a hard disc drive (that will also fail), is a good thing to have.

What can I do with the artwork I have downloaded?

The artwork you download is subject to copyright in the same way as the music. You can use it for your own personal applications and no more. All artwork is watermarked electronically and visually. It can be printed on labels, imported into your media player and even printed onto the disc if you have the correct type of printer.

7. Getting Started

General steps for new Naim Hi Definition Store users:

You've reached the naimlabel.com homepage and are interested in downloading
You can browse our recordings via genre, label, artist or chronologically under the 'Recordings' tab. You can listen to excerpts of each piece of music by clicking the 'Play' button lkisted under 'Listen' beside each track.
Using the drop down menu labelled 'Select the download format', you can browse the available file formats and their prices by track and buy album.
If you are unsure about which file type suits your needs, then download one of our Test Files HERE.
Once you have checked the sample you are ready to buy the music you want.
Prices are displayed in either USD, EUR or GBP. If the incorrect currency is displayed, please relocate using the 'Change' Country tab that appears constantlyin the top right of the entire website.
Once you have selected your files and CDs go to the shopping cat and start your card transaction. Note; we do not store any information about you so please enter all the information requested at this point.
Here you can also choose to subscribe to Naim Label's updates and newsletters on the different musical genres that Naim release.
When the transaction is complete you will be presented with the download page. Either select and download each individual file or use your download manager to help consolidate all files for download.
Once download is complete you can save, move or backup your files as required.
You are now ready to use the files on your computer.
You can burn a copy of the disc for your own personal use but please do not abuse the rights of the copyright owner. We are essentially giving away the digital mastercopy here, so Naim and our artists are entirely at your mercy!

8. PC, Mac or Linux?

I have an Apple Mac. Can I import FLAC files into iTunes?

The main hinderance with the playback of Hi Definition files on Apple Macs is that they do not support FLAC. For example, iTunes does not play FLAC files by nature. BUT there are media players that are available to download that will play FLAC files on an Apple Mac. Try downloading free media player Play (for OSX) HERE.

There are programs that allow FLAC files to be imported to iTunes, complete with metadata (i.e. track title, album title and artist name etc)- seebelow.

This is why we also offer the WAV and MP3 files; they are compatible with Macs and can be used on the majority of portable media players. If you do encounter any problems or have some good tips for other Mac users then please contact us as we are keen to make the service as universal as possible.

To convert FLAC into another file type and/or import into iTunes, perhaps try freeware like Max (Mac only) HERE or Switch (Mac and PC) HERE
Disclaimer: the above are external links, the content of which is not controlled by Naim Audio Ltd, that will navigate you away from naimlabel.com.

I have a PC, so what about me?

iTunes users on a PC should see above. However, the file types and browsers we use ourselves are pretty universal so you should encounter few issues. There are many media players out there and we have not tested them all but the files should play so long as they are used correctly. Again, let us know if you encounter any problems and we will help where we can. However, please try all the options that your software offers and if you get really stuck you could always try reading the manual! We will help where we can but unfortunately cannot offer specialist PC (or Mac) support.

What about Linux?

If you are using Linux, we assume that you'll be technical minded. But if you get stuck we will help where we can!

9. Worldwide Shipping Rates

All of our physical product orders are mailed direct to the customer's chosen delivery address using Royal Mail in the United Kingdom, and hence our shipping rates are as transparent as possible, and in fact, better than actual shipping costs on product orders of large quantities to make it better value for money for our customers!

Naim offers two choices of delivery.

Standard Delivery: Arrives within 3-5 days in the United Kingdom and 5-10 days outside the UK
Shipping is free on Standard Delivery in the UK, on orders of 5 items or less.

Express Delivery: Arrives within 1-2 days in the United Kingdom and 3-5 days outside the UK.

Shipping rates vary depending on the quantity of physical products ordered. If have any problems with our Shipping Rates or would like us to call in a courier on account, please contact us.

10. DRM and Copy Protection

What is DRM?

Digital Rights Management. As the name states this is a system of controlling the rights of the record label and artist. Many music download services attempt to restrict what you can do with the music you download. The problem in doing this is that you are then tied to using particular download services and then having to play the music you buy on particular media players or products. For instance, music downloaded from iTunes tradintionally uses a DRM system called Fairplay. This music cannot be streamed to non-Apple-licensed media players. You can play your music on an iPod but no other portable devices. The system is good insofar as it attempts to protect the rights of the music licensor but it is very restrictive as far as the end user is concerned.

Therefore, we apply no DRM to the music we allow you to download. We, and the artists trust that you recognise that the artist has the right to expect an income from his or her chosen occupation. Please use the music you download for your own personal use and please recommend that others buy the music if they like what they hear on your system. More information on DRM can be found in our Terms & Conditions.

What is copy protection and who does it protect?

Copy protection is totally different from DRM. Instead of trying to set limits on what you can or cannot do with the music you have downloaded (DRM), copy protection tries to stop you copying anything. The downside here is that when CD, in particular, was invented, it was never designed to incorporate any copy protection system. Given that there are literally millions of legacy players in the market, most attempts to retrospectively add a copy protection system to discs have ended in tears. The most memorable was the Sony attempt with Rootkit. This affair ended in lawsuits against Sony and them having to recall discs that they had released using this system. As you can probably surmise, we don't use any copy protection systems. Again we rely on your honesty and integrity and trust you will adhere to our Terms & Conditions.