Frequently Asked Questions
Due to the long lead times in the record manufacturing process, and in many cases - the limited supply of many releases, records are sold as ‘Pre-Orders’ so you can secure yourself a copy before it has been released (sometimes weeks, sometimes months).
If you’ve selected and paid for shipping at checkout and your order contains any number of pre-order items, any available records will be reserved and sent out automatically once all items are released, unless you contact us and we can ship the available items and add any pending items to your ‘Reserve Bag’.
Disclaimer: Due to the long nature of the record manufacturing processes, some releases do get postponed from time to time, and in some rare cases suppliers get cut short and releases even cancelled. We fully understand how frustrating this can be, but it's out of our control, we do check-in frequently with delayed releases and try our best to keep the ‘Expected’ date as accurate as possible. In the event of your order being effected by a release being cut short or cancelled we will notify you at the earliest juncture and issue you a refund for the problematic item(s).
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We offer free shipping to anyone in the UK who orders over £50 worth of records, if you have reached the threshold, you will see a shipping option called 'Free Shipping' when checking out, this will be a Royal Mail 24 Tracked service.
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WHAT IS THE 'BUILD UP A BOX (PKA: RESERVE BAG)' SHIPPING OPTION?
Due to the increasing demand of pre-order records, international customers wishing to build up a bigger order before shipping and the desire qualify for free UK shipping (orders of £50+), we've made it easy for you to essentially pay and reserve your records until you're ready for us to ship them.
To use this function, select the 'BUILD UP A BOX' option while checking, it looks like this:
BUILD UP A BOX (We’ll keep your records safe until you request shipping - more info on the FAQ) [THIS IS NOT FREE SHIPPING]
When you're ready go have your records shipped, get in touch via email to let us know and we will let you know how much the postage will be, once paid we will get get your records out to you!!
Please note: Any orders left for over 6 months without any contact or reply will be forfeited and go back into stock, with a store credit voucher sent to the original order(s) email address.
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HOW OFTEN ARE YOU SHIPPING ORDERS?
We currently have Royal Mail & UPS collections Mon-Fri. All orders placed before 12pm during the week will be picked, reserved / packed & shipped the same day (not including public holidays).
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WHY CAN I NOT SHIP WITH AN UNTRACKED SERVICE?
Due to the influx of parcels being sent both nationally and internationally since the Covid-19 pandemic outbreak and Brexit, we are only offering tracked services unless otherwise agreed in writing. If you want un untracked service, this can be arranged for you, but we assume no responsibility if it goes missing, we can issue you proof of postage but you'd need to contact Royal Mail for any compensation.
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WHAT'S YOUR POLICY WITH MISSING / DAMAGED PACKAGES?
It is very rare for your parcels to arrive damaged, and more rare to go missing, that said time to time these things do happen. We cannot be held responsible for any Damaged / Lost Packages. However, if you've selected a tracked service at checkout we will help investigate for you with Royal Mail / Courier. Please get in touch with us ASAP! Finally, we are not able replace missing or damaged items outside of the UK, however, will be refunded.
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QUALITY / CONDITION OF RECORDS?
All records sold via our online shop are from trusted artists, labels or distributors and are assumed to be delivered to us in 'Mint Condition'. If you feel any of the records you have bought are Faulty or not in a 'Mint Condition' please get in touch and we will help to resolve this with you and the suppliers.
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DO YOU OFFER RETURNS & REFUNDS?
- In Stock items can be refunded if returned in mint condition for up to 7 days after purchase (or receipt of receiving shipment) at our discretion.
- Pre-Order items can be cancelled and refunded up to 7 days after ordering, but cannot be refunded after this window due to us securing and paying out for your items from suppliers.
- Store Credit can be offered as a discretionary refund for records returned in mint condition items returned up to on calendar month after purchase.
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HOW DO I GET IN TOUCH?
Please contact us via email firstname.lastname@example.org or phone +44 020 3730 3725
We do not always man our social media accounts, so please do not feel offended if you don't get an answer for a few weeks...
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Updated: 12th May 2021