Customer Support

• We offer everyday low prices that pass the savings on to you.
• Buying the latest Creative products from the Creative Store makes you among the first to own them, as products are delivered straight from our factories, and not through distributors.
• The Creative Store offers exclusive new products, and in colours or capacities you can't find anywhere else.
• We offer free shipping. Learn more about our free shipping eligibility criteria.
• Shop with ease and confidence. Shopping at the Creative Store is not only easy, it also gives you peace of mind thanks to our Secure Shopping policy.
• Not sure which product is suitable for you? Use our advanced Product Advisor tool which is designed specially to help you choose the perfect product for your needs.
  
  
• There are no hidden costs! Listed prices for our products are inclusive of tax (VAT), and shipping charges are displayed clearly upfront on your Cart page.
• The Creative Store accepts a wide range of payment methods to accommodate your purchase preferences. For your convenience, we accept Visa and MasterCard debit/credit cards, ELV (for German customers) and PayPal. We are also continually evaluating new payment options, so you can enjoy a greater range of payment choices in future.
• Enjoy uninhibited shopping with our 30-Day Returns Policy. If the product you purchase does not suit your needs, go ahead and return it for a full refund within 30 days of your purchase! Find out more about our Returns Policy.
• Keep up with the latest promotions with our free weekly Creative Newsletter, delivered straight to your inbox. We offer new deals every Thursday and Friday, so subscribe now to receive updates!

Yes! We use the latest SSL encryption technology, digital certificates, secure e-commerce servers and authentication tools to ensure your personal information is protected online, at all times.

3D Secure™ is the technical standard developed by Visa and MasterCard to combat online credit card fraud.  It helps to prevent the unauthorised use of one's credit card with the use of a password that is only known to the credit card holder.

Visa has called their version Verify by Visa®, while MasterCard's is known as SecureCode®. Cardholders who have registered for Verify by Visa® or MasterCard's SecureCode® use their passwords to validate their identities whenever they make a purchase on a participating site.  At the payment stage, cardholders will be prompted to key in their passwords if they have registered. Otherwise, they will be prompted to register before they check out. The Creative Store does not save any of your credit card or bank details throughout the entire payment process.

For more information on 3D Secure™, please refer below:

• Verify by Visa®
• MasterCard's SecureCode®

The Creative Store ships to most European addresses via our regional websites in Europe. Please see the list below to find out which regional Creative Store serves your country:

Note: The Creative Store does not ship to all overseas departments, territories, BFPO, communities or islands like Canary Islands, Vatican City, San Marino, Channel Islands, Greenland, Faroe Islands, Andorra, Aland Islands, Ceuta, French Polynesia, Wallis, Martinique and Melilla.

Should you be unsure if the Creative Store ships to your location, please contact us for assistance before placing an order.

To find out more about shipping charges, average delivery time and other shipping information, please refer to our Shipping section.

Prices advertised at the Creative Store are shown inclusive of VAT, and exclusive of shipping. The shipping charges are calculated and displayed on the Cart page before you complete your order. We offer free shipping. Learn how to qualify here.

All orders shipped to the United Kingdom will be charged in British Sterling Pounds (£).
Orders shipped to all other countries will be charged in Euros (€).

Customers shipping to Norway / Switzerland will not be required to pay for import duty. If you are being charged for it, please contact us for assistance.

From engaging with us on social media sites such as Facebook to getting real-time RSS updates, there are more ways than one to stay in touch with us easily.

• Subscribe to Creative Newsletters - The most comprehensive coverage on the latest product launches and offers, sent to your mailbox weekly
• Follow us on Twitter - Keep up with bite-sized Creative news. Hear what others in Twitterverse are saying about our products, or chat with us for product recommendations, enquiries and more
• Like us on Facebook - Join Creative's contests, start discussions on product functionalities or form a community
• Watch our videos on YouTube - Watch exclusive unboxing videos and hands-on guides on how Creative products work, up close and personal

Products in the Creative Store are organised into several product categories. Simply select the product type you are interested in by clicking on the respective category from the drop-down menu at the top of the homepage. You can browse and make your selection from the products displayed on the category page.

If you are unable to find the specific product you want, you can:

• Use our Search function located at the top right corner of the webpage
• Tweet us at our Creative Store Twitter account
• Contact us for assistance

Stock availability for every product is shown on the product description page.

Now Available: Product is in stock at the moment when the order is submitted.

Currently out of stock. Be back on < Date >: Stock is currently not available, and is expected to be available for dispatch from this specified date onwards.

Back in stock soon: Stock is not available. Customers can choose to be notified via email when stock is available by selecting the "Notify Me" function.

In the unlikely event that the stock runs out after your order has been placed, you will be contacted by the Creative Store.

Creative's certified Refurbished Products are products that were previously sold and returned by our Distributors/Dealers and may or may not have been opened or used by customers.

However, they are fully tested and inspected to comply with our stringent quality standards before being placed on sale. All products are certified to be in full working order, but may have some cosmetic defects and may not include all contents found in the original retail product. Please check each individual product description for more details.

Buy with confidence. All products sold at the Creative Store are factory-new unless specifically marked "(Refurbished)". Every refurbished product comes with a 90-day limited warranty.

You can purchase Creative products directly from the Creative Store. Shopping at Creative Store is extremely easy. Simply follow these steps:

• Navigate to your desired product category.
• You can use our "Product Advisor" tool to filter out products according to your selection criteria. You can also click "Compare" to add products to our Comparison Table, and click "Compare" to view the results.
• On this page, you can choose between two actions:
  • Favourite - An overlay will appear, prompting you to sign in or register for an account. This allows us to store the favourites into your account.
  • Learn More - You will be brought to the product page for more information on the product.
• When you have finished selecting the desired items, click "(1) Item" at the top header to review your Cart contents. Select your preferred shipping method on the right hand side. Your Grand Total will reflect the final payable amount. Click "Checkout".
• Enter your Shipping and Billing information and click "Submit" to proceed to the Payment page. If you have an account with the Creative Store, sign in at the right hand side to skip this step. You may also use our "Login With Facebook" feature. If you do not have an account, you may choose to create one, or proceed to checkout as a Guest.
• Review your Shipping and Billing information and select a payment method. Click "Review Your Order" to have a final review of your purchase. After you have verified the order details, click "Make Payment".
• Depending on your payment method - Credit Card or PayPal, you may be redirected to secure third-party websites for payment processing:
  • Payments through Credit Card will be directed to CyberSource Corporation (A Visa company)
  • Payments through PayPal will be directed to PayPal's regional website
• Enter your Credit Card, Bank or PayPal details. You will be redirected back to Creative's Order Summary page upon successful submission, where you can opt to print a copy of the transaction details.
• You will also receive an order confirmation by email. If you have further questions, you may contact us for assistance.

The Creative Store now allows 'Guest' checkout. This provides you with the option to complete purchases, without having to register for an account.

However, we encourage you to register with the Creative Store to enjoy the following benefits:

• Personalised shopping experience
• Comprehensive Account Management features - Enjoy the freedom of storing multiple Shipping Addresses, Transfer Promo Codes, View Order Statuses, Order History and more
• Save yourself the hassle of entering your Billing and Shipping details each time you make a purchase

• If you have an account with the Creative Store at the time of your purchase, check your Order Status here. You will be required to sign in to your account.
• If you do not have an account with the Creative Store, please contact us for assistance. Please provide us with the email address used to complete the purchase, and your Order Number. This will allow us to retrieve your order details easily.

Depending on your shipping destination, our deliveries are fulfilled by DHL, DPD, TNT or UPS. All products are dispatched from Netherlands.

Once your product is shipped, you will receive an email with a tracking number. Track your order by clicking on the link provided in the email. Alternatively, you may visit http://dhl.com, http://dpd.com, http://tnt.com or http://ups.com/, and track your order by entering the given tracking number.

• If you have an account with the Creative Store, you can update your details by simply signing in and accessing Account Profile.
• If you do not have an account with the Creative Store, please contact us for assistance.

You may cancel your order before our order processing cutoff timings of 6:00 or 13:00, CET. Orders not cancelled by this cutoff time will be processed, and will no longer be open for cancellation.

1. For customers who have a creative store account, and purchased using credit card:
   
   The quickest way to cancel your order is to access Order History in your Account. Click your Order Number to view the order details. If your order is still within the allowed cancellation duration, the “Cancel Order” button will be displayed at the bottom of the page, and you can still cancel this order.
   
   (If the “Cancel Order” button does not appear, it means that your order has already been processed, and you will not be able to cancel it.)
   
2. All other customers:
   
   You may also cancel your order by contacting the Creative Store as soon as possible. Once an order is processed or shipped, we are unable to cancel the order.

If we are unable to cancel your order, you will be given an option to return the product to us. Your return may also be subjected to a minimal restocking fee. Please refer to the Warranty & Returns section for details.

Promo Codes are promotional discount codes that entitle you to a variety of discounts when shopping with us. We issue Promo Codes exclusively to Creative Store customers and Creative Newsletter subscribers during promotion periods. Do check your inbox regularly for updates.

Add your desired product and proceed to the Cart page. The Promo Code section shown in the screenshot below is located on the right side of the page.

A - Enter your Promo Code. B - Click "Apply". Please note: Most of our Promo Codes are tied to specific email addresses. You may be required in to sign in or register for an account to activate your Promo Code discount. Just click “Sign In” or “Register” at the top of the page. If you received the Promo Code from Creative Newsletters, please ensure that you are registered using the same email address as the one you used to subscribe to Creative Newsletters. The Promo Code discount will only be reflected in your Cart when you click “Apply” (labelled “B” in the screenshot). Promo Codes provide discounts off selected items in your Cart. They cannot be applied to reduce shipping charges. C - If you wish to know which products are eligible for discount, click "Details" (labelled "C").

Upon the application of Promo Code, the discount will be reflected on all pages following the Cart page.

Example 1: Cart Page

Example 2: Checkout Page

If you encounter an error message, it may be due to one of the following reasons:

• You are not signed in.
  
  You may be required to sign in or register for an account to activate your Promo Code discount. You may do so by clicking “Sign In” or “Register” at the top of the page.
  
  If you received the Promo Code through Creative Newsletters, please ensure you are registered using the same email address as the one you used to subscribe to Creative Newsletters.
• The Promo Code is not issued to you.
  
  The Promo Code may be tied to a specific email address. In that case, if you have received the Promo Code from Creative Newsletters, please ensure that you are registered with the Creative Store using the same email address as the one you used to subscribe to Creative Newsletters.
• None of the products in your Cart are eligible for the Promo Code.
  
  Promo Codes may only be applicable to selected products. Products which are refurbished or already on sale are usually excluded. To view a comprehensive list of eligible products, click on “Details” in the Promo Code section.
• The single-use Promo Code has been used previously and is no longer valid.
  
  Some Promo Codes may only be used once. Please also ensure that you have not purchased more than the maximum quantity allowed.
• An invalid Promo Code has been entered.
  
  Ensure that you have entered the Promo Code correctly. Pay special attention to similar characters like “O” and “0”, “l” and “I”. Promo Codes should be in uppercase.
• The Promo Code has expired and is no longer valid.
  
  Promo Codes are tied to specific validity periods which are indicated clearly on our promotional materials. Be sure to purchase early to avoid missing your exclusive discount!

If you have checked that your Promo Code is valid, but is not accepted by our system, please contact the Creative Store for further assistance.

The Creative Store accepts Visa and MasterCard debit/credit cards, ELV (for German customers), and PayPal payments. We are also continually evaluating new payment options, so you can enjoy a greater range of payment choices in future.

The Creative Store ships to most European addresses via our regional websites in Europe. Please see the list below to find out which regional Creative Store serves your country:

Note: The Creative Store does not ship to all overseas departments, territories, BFPO, communities or islands like Canary Islands, Vatican City, San Marino, Channel Islands, Greenland, Faroe Islands, Andorra, Aland Islands, Ceuta, French Polynesia, Wallis, Martinique and Melilla.

Should you be unsure if the Creative Store ships to your location, please contact us for assistance before placing an order.

The Creative Store offers a variety of delivery options to suit every schedule and budget. Please refer to the table below for our different delivery options, estimated delivery timings and corresponding charges.

We offer free shipping. Learn how to qualify here.

*Exclusive of customs clearance time for Norway and Switzerland

The latest time to place an order on a business day is 13:00, after which subsequent orders will be considered as placed on the next business day.

The average processing time before shipment is 24-48 hours for in-stock items.

Please refer to the table below for an example of a customer who placed his order on 2 January and selected the Creative Standard shipping method (delivery time of 1 to 5 business days):

In the event that your delivery date is revised to a later date, you will be contacted by us. If your order has not arrived according to our indicated dates, please contact the Creative Store immediately.

If you have an account with the Creative Store, you may check you Order Status here. You will be required to sign in to your account.

Note: Please ensure that your country is served by the Creative Store.

Depending on your shipping destination, our deliveries are fulfilled by DHL, DPD, TNT or UPS. All products are dispatched from Netherlands.

If you are not present during the time a delivery, a delivery notification will be deposited at your address. You will be required to contact the courier to arrange for a redelivery.

If you wish to schedule, postpone your delivery date, or if you encounter delivery issues, please contact our delivery agents at the following contact numbers.

Orders containing only accessories will be shipped via Postal. These orders do not have tracking capabilities, and will not require any signature.

Our warranty policy commences from the date stated on the invoice shipped with your product. A proof of purchase (invoice, receipt or equivalent) must be presented to our Technical Support Advisors for verification of warranty coverage.

Please refer to the information provided in the product packaging for specific warranty details. For more information, please visit the Warranty & Returns Information section on our Creative Worldwide Support Site.

The Creative Store is committed to providing customers with products and services of the highest quality. Keeping in line with our commitment, we offer the following return methods:

• For products purchased within 30 days - You may return a fully functional product, ask for a refund, or replace your defective product
• For products purchased over 30 days - You may return your defective product for repair or replacement

The Creative Store's returns policy commences from the date stated on your invoice or proof of purchase.

You may return a functional product if you find that it does not meet your needs. The Creative Store only accepts returns that meet the following conditions:

• Products must be returned within 30 days of the invoiced date
• Products must be in an unopened, resaleable condition
• Products must be returned in its original packaging. Full package contents like manuals, cables, discs, software CDs and all other included items must be returned together with the product.

The refund amount only includes the price you paid for the returned product. Please note that you have to bear the shipping charges. In addition, refunds may be subjected to a restocking fee of up to 10% of your total order value, or a flat rate of €5.00 (for Non-UK customers) / £5.00 (for UK customers).

How do I return my functional product?

Please contact our Technical Support Advisors to obtain a Return of Merchandise Authorisation (RMA) number prior to returning the product. Please do not return your product without obtaining an RMA number first.

• We only accept products returned within 30 days of the invoiced date, and in an unused, unopened and resaleable condition.
• We are not liable for products damaged during transit. Please wrap the product with adequate packaging to prevent this from happening.
• The RMA number must be clearly marked on the outside of the package.
• Proof of postage is not necessarily proof of delivery. We strongly recommend that you send your package through recorded delivery, registered post or courier, and maintain sufficient insurance to cover the value of the goods. However, please note that postage fees for the returns of functional products are not refundable.
• Once the return is received, please allow 10 business days for credit.
• These terms do not affect your statutory rights.

If your product arrives defective or Dead On Arrival (DOA), you can choose to return it for a replacement or a full refund within 30 days of the invoiced date.

• Before returning a defective product, you are advised to contact our Technical Support Advisors to determine if the problem can be resolved without returning it.
• Once the defect is verified, our Technical Support Advisors will issue you a Return of Merchandise Authorisation (RMA) number. Please do not return your package without obtaining the RMA number first.
• Products returned to us for a replacement or refund must be in a resaleable condition. This means that all items in the original shipment, including manuals, cables, disks, free software and any other items, which can help us process your return quickly.
• Our Technical Support Advisors will provide you with the return address and recommended delivery method. We strongly recommend that you send your package through recorded delivery, registered post or courier, and maintain sufficient insurance to cover the value of the goods. The cost of returning the item will be refunded to you, where applicable.
• Upon receiving the product, we will test it for the defect that you describe. If the product is found to be in good working condition and free of any defect, the product will be shipped back to you.
  If you still wish to return the product, a 10% restocking fee may be imposed. Please allow 10 business days for your refund to be processed (if applicable).
• These terms do not affect your statutory rights.

If your product is defective and you wish to have it repaired or replaced, please contact our Technical Support Advisors. They will establish the nature of the defect and supply you with details on our repair policy as well as a Return of Merchandise Authorisation (RMA) number. Please do not return your product without obtaining an RMA number first.

• We are not liable for products damaged during transit. Please wrap the product with adequate packaging to prevent this from happening.
• The RMA number must be clearly marked on the outside of the package. Enclosing a detailed description of the defect will also help us process your return quickly.
• Our Technical Support Advisors will provide you with the return address and recommended delivery method. We strongly recommend that you send your package through recorded delivery, registered post or courier, and maintain sufficient insurance to cover the value of the goods. The cost of returning the item will be refunded to you, where applicable.
• Upon receiving the product, we will test it for the defect that you describe. If the product is found to be in good working condition and free of any defect, the product will be returned to you.
• These terms do not affect your statutory rights.

At the Creative Store, we offer various channels to let you make enquiries about your order, provide feedback or even seek technical assistance. Here is a list of helpful resources and contact information:

• Sales Enquiry
• Corporate Sales Enquiry
• Website Feedback
• Customer Service
  • Check your order status
  • Check your delivery status
  • Cancel your order
  • Return your product
• Technical Support
  • Product how-to and troubleshooting guides
  • Technical assistance
• Alternatively, you may email us at ie.order@customercare.creative.com.

We strive to make every experience you have at the Creative Store a positive one. To achieve that, we have guidelines in place to handle any enquiry, issue or complaint you may have.

• We will listen to your feedback, and treat them seriously and in confidence.
• We aim to put things right for you, learn from our mistakes and make sure we do not repeat them.
• We will investigate your comments promptly and thoroughly.
• We will treat you with tact, courtesy and fairness.

Unit 1, Block 4B
Blanchardstown Corporate Park
Ballycoolin
Dublin 15
Registered in Ireland (No. 207960)