Which websites process my Livestream link or Livestream+Book order?
After clicking the Book Now link on the Fane website you will be taken to two different websites depending on which offer you buy:
For Livestream links only, available worldwide, your order will be processed by Vimeo
For Livestream+Books orders, available in the UK only, your order will be processed by Artist-tix.com, a sister company of Fane.
How do I access the content?
You will receive an initial confirmation of your order, with instructions on how to access the live stream, through Vimeo. There will then be an email 24hrs prior to the event detailing the event joining instructions. A further notification will be sent when the broadcast goes live. We aim to have the broadcast live 15 mins prior to the start of the live event.
Are tickets refundable?
Please note that all tickets are non-refundable on purchase.
How do I send my question in for the Questions and Answers Part of the Event?
If you would like to send a question in, please email [email protected]. Please note, it is not guaranteed that your question will be asked.
What do I do if the content doesn’t work?
The quality of your live playback experience is largely dependent on the download speed you have from ISP (Internet Service Provider) or mobile provider. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, Wi-Fi performance, other devices/users utilizing your connection, and the strength of the signal provided by your ISP. Please contact us via https://fane.vhx.tv/contact/support with your issue.
Can I buy more than one ticket?
As you must create an account in order to purchase your ticket, which you will log into when the event goes live, you can only buy one ticket per email address.
Is worldwide viewing available?
Yes, you can access the live stream from anywhere in the world.
If I buy the book-and-ticket package, will my book be signed?
Please check the copy on the event page and your confirmation email to see whether the event you are purchasing a ticket and book for comes with a signed book.
Do I have to watch live?
No, a recorded version of live stream will be available to watch for up to 2 weeks after the event has ended. It will not be possible to watch the Live Stream from the start if you have missed the beginning of the broadcast. You will have to wait until the live broadcast has ended before you can watch the event from the start.
Can I pause or rewind the live stream?
When the broadcast is being streamed live, you will not be able to pause or rewind the event. However, after the event is finished it will be added to Vimeo for up to 2 weeks. You will then be able to pause and rewind the event.
What time zone does the broadcast first go out in?
The broadcast will initially be streamed in UK time. If you are purchasing internationally, please find a link to a time zone converter here.
LoveMyRead and Book Orders
Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item(s) is defective, damaged, or incorrect so we can arrange for a replacement to be sent to you. Replacements will only be processed within 30 days of your order arriving.
If you haven’t received tracking information for your monthly subscription box or your LoveMyRead shop order within 2 weeks of placing the order, please email us.
For LoveMyRead subscription boxes with mystery choices, alternative titles will not be sent.
Books with Events
If you are attending a live event your order will specify whether we will dispatch the book or if it is collectable on the night. In most instances, for live events, your book(s) will be available to collect at the venue on the night. You’ll receive confirmation from us separately if this isn’t the case.
If you fail to collect your book(s) on the night of a live event or are unable to attend the event, you will have 30 days after the event date to request delivery of your book(s). There will be an additional shipping fee that must be paid before the book(s) can be dispatched to you. Books can not be collected after the event date.
If you do not submit a request within 30 days of the event, we will not be able to dispatch the book(s) or provide a refund.
If you have purchased a stream and book ticket for an online event, the 30-day period begins from the last day of the on-demand period for that specific event. This date will be highlighted on the event page.
International Orders
For LoveMyRead shop orders to be delivered to an international address, or Stream and book tickets with international delivery, you will have up to 60 days from the date your order is dispatched to request a replacement or return.
Exchanges
We do not offer exchanges or credit vouchers.
Refund/Returns
If you wish to return an order, please email us with your order number and reason(s) why you wish to return your order. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted or refunded.
To be eligible for a refund, your item must be in the same condition that you received it.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Any returns or refunds that are requested more than 30 days after the order has been delivered, or an event has passed will NOT be accepted.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.