General FAQ

How can we help?

FAQ

Orders

Can I cancel or change my order?

Of course, as long as you contact us before your order is dispatched.

We always check customer enquiries before we dispatch orders, so please send us a message and we will make sure that it is cancelled and refunded.

Unfortunately, if you contact us after your order has already shipped, we won't be able to make any changes and can only offer a return once it has reached you.

Can I cancel or change my order after it has shipped?

Unfortunately, if you contact us after your order has already shipped, we won't be able to make any changes and can only offer a return once it has reached you.

How do I get a VAT invoice?

You should receive all notifications and invoices via email. If there are any issues, just let us know and we can send one over.

However, please note VAT is not separately displayed on any records (even if new). VAT is shown and reclaimable on any new products, such as our accessories.

I'm ordering from outside the UK... will I have to pay international taxes or duties?

It entirely depends on the rules set by the country you're in, but it is possible that you will have customs or import taxes to pay.

We would recommend checking with your local postal service for their latest information about import fees.

My order is a gift, do you include the price information in the package?

We don't include the invoice or any price information in any of the packages that we send.

Any invoices should be sent to you by email - if you can't see it for any reason, just get in touch and we can send it over.

Shipping & Returns

We ship with Royal Mail for the majority of orders, and within the UK any 12" or LP order will come tracked.

Can I return my order?

If you're in the UK, we offer free returns for a full refund. Please see our Returns page for the full details.

Unfortunately, we aren't currently able to offer free international returns but we'll still do everything we can to help - just check our returns page for details.

Do you ship internationally?

Yes, we ship all over the world. Shipping costs will apply and will be added at checkout. Please see our Delivery page for the full details.

How will my order be packed?

We take a lot of care to make sure that our fragile products travel safely and sustainably. See our Packaging page for more.

Is shipping free?

For UK customers, standard shipping is always free. Please see our Delivery page for the full details.

When will I receive my order?

In the UK with our standard shipping, you can usually expect your order to arrive within 2-3 working days.

For international customers, it normally takes 1-3 weeks, but can really vary.

Please see our Delivery page for more.

When will you ship my order?

Any orders placed before 1pm will be shipped on the same working day.

Why haven't I received my order?

The vast majority of orders reach customers within the expected window, but occasionally there can be delays. This can be down to a multitude of reasons such as poor weather, staffing issues or customs delays with international shipping.

If your order seems to be taking much longer than expected, just get in touch with us and we'll be able to help you.

Grading & Record Info

You can find all of our Grading Definitions and our Grading & Record FAQ on our Grading page.

Other

Do you buy collections?

Yes, we do! Please go to our Sell Your Collection page for more information & FAQs.

Can you tell me more about how you clean and process records?

Of course! There's information all over our site about this, including in our Grading FAQ and on the Our Process page.

However, if you'd like to talk to us about it directly, please get in touch.

You haven't answered my question, how can I contact you?

Head to the button at the bottom of this page, or click here to contact us.

Missing an answer to your question?

Follow the link below to get in touch.