Help & Support

We’re a very small company, so we cannot offer round-the-clock support, but we do read every message and will get back to you as quickly as we can. During holiday periods this may take a little longer than usual.

For the fastest help: please include your order number if you have one, the email address used for your order, and a brief description of the problem. A few good clues at the start save a lot of detective work later.

Downloads, subscriptions and account access

Download support

For help with downloads, Digital Music Collection subscriptions, missing recordings, account access or problems finding your music, please contact:

downloadsupport@pristineclassical.com

Please tell us which recording you are trying to access, which format you downloaded, and whether you are using Windows, Mac, iPhone, iPad, Android or another device.

CD orders and delivery

CD support

For help with CDs, CD orders, shipping or delivery, please contact:

cdsupport@pristineclassical.com

Please include your order number and delivery country if your enquiry concerns shipping or a missing parcel.

Useful help pages

Finding and playing your music

Many common questions are answered in the pages below:

Finding your downloads
Downloading: a beginner’s guide
FLAC for Windows
FLAC for Mac
Subscriptions

Other useful pages

Before contacting us

If you cannot find your downloads

Please sign in to your account and open My Downloads. Downloads are managed on your My Music page, which is separate from your ordinary order list.

If you have a Digital Music Collection subscription and used Add to my account, the recording may not appear as a normal paid order. Check My Downloads first.

If a file will not play

Please check which format you downloaded. MP3 is the most widely compatible format. 16-bit FLAC is CD quality. 24-bit FLAC is our highest-resolution option and is best used with suitable high-resolution playback equipment.

In brief: use downloadsupport@pristineclassical.com for downloads and accounts, and cdsupport@pristineclassical.com for CDs and delivery.