Shipping & Returns
Estimated Shipping Times
We aim to have all orders out within 3-10 business days. Delivery times vary depending on service & location. Below are delivery guidelines from the day of dispatch. Please allow some extra time for order processing during busier times of the year or during sale events.
WW: Registered Priority Postal Service 4-10 business days.
US: USPS First Class Mail 3-8 business days.
US: USPS Media Mail 4-10 business days.
*Starts when your order has been shipped, & does not include the standard processing time of up to 3 business days. Business days do not include Saturdays, Sundays, or UK Holidays.
Fulfilment times may vary during peak periods such as after/during product launches, holidays & special promotions.
Do you Ship Worldwide?
Yes, we ship to most countries worldwide. If you live in a rural area or remote island, contact us first to make sure we can get your order to you safely.
Where is my Order?
Please track via the courier website & allow 24-48 hours for updates to appear on their system. Once the order is shipped, we no longer have control over the journey or updates of the parcel. If your order is delayed for any reason, we recommend you contact the courier company for more information. Your tracking link in your dispatch email will provide you with the latest updates.
Both the websites & apps allow you to keep track of your order’s journey & manage all your delivery preferences, including safe-place delivery, delivery to a neighbour or delivery to a local pick-up shop.
The New EVRI Parcel App is here
The Evri website can be found here, or click the link on your dispatch email. You can easily divert your parcel to a preferred neighbour, safe place, ParcelShop or Locker via the Website & app.
UK Mail & DHL
DHLwebsite & app can be found here
Track your DHL Parcel UK delivery quickly & easily using real-time track service. The online tracking system is the fastest way to get up-to-date information on your parcel’s location within the DHL/UKMAIL network.
You can rearrange a delivery online to a day that better fits you or arrange delivery to your local DHL Parcel UK ServicePoint.
On the day of delivery, you can select to receive a ‘You’re next’ notification when the driver is one stop away, typically 5-15 minutes before the delivery. This is available either from the link on the 1-hour delivery window notification, or you can opt for this notification by visiting the track a parcel area.
Reduced air & freight capacity, high volumes, postal strikes & ongoing Covid restrictions are all impacting transportation & local delivery across the globe. This is entirely beyond our control, & we cannot be held responsible for delays within the postal service.
Please note; that when requesting to ‘leave in a safe place’, you are doing so at your own risk, & we accept no liability for lost or stolen goods.
Tracking isn't working
Please allow up to 48 hours from the dispatch of your order for the tracking to become available. Track the order via the courier website & check for updates to appear on their system. It can take a few business days for some shipping couriers to update further tracking details on their Website.
Please get in touch with us if your tracking number does not work or hasn’t been updated within 5 business days. Our Customer service team will get right on that for you!
Why is my parcel awaiting export Netherlands?
International orders sent via landmark are sometimes sent to the distribution centre in the Netherlands before being sent to their destination countries. Once an order arrives at its destination country, it is transferred to the local post service for delivery.
Missed a Delivey?
Contact your local postal service or sorting office to see if the item has been returned to the depot as undelivered & or awaiting collection. Use your tracking ref to arrange a redelivery with the courier.
If you are unavailable to receive or refuse the package, it will typically be returned to send.
Order returned to sender
Customers are responsible for tracking their parcels. Shipments may be returned to the sender by the courier due to an incorrect address or a delivery issue. Updates specific to the reason will be available on the tracking details of your order.
Depending on the return reason, re-shipping fees will be due if you would like us to resend your parcel.
The following return reasons require a re-shipping fee –
- Refused or Rejected – Parcel refused or rejected by the addressee.
- Unpaid customs taxes – import tax or extra fees not settled by the recipient.
- Insufficient/Incorrect address – recipient incorrectly inputs a wrong addressee or incorrect address information supplied by the customer.
- Unclaimed – Parcels left in local customs & post office & were not claimed during the allotted time.
Upon receiving returned/refused packages, we can attempt to resend the package; however, the customer will need to pay additional shipping costs, we cannot recover the shipping charges on returned/refused packages. Keep in mind, for international shipments, it can take up to 6 weeks for returned/refused packages to be returned to sender. When the carrier returns an undeliverable package to us, we will reach out to arrange a second shipment or issue a refund for the item(s) minus any return fees & shipping charges.
Please note: Orders returned to sender by the recipient’s refusal are considered an unauthorised return & may be subject to a restocking fee. Postage costs on returned orders are non-refundable.
Until a package has been returned to us or officially declared lost, we are unable to reship or refund the order.
Lost in transit claims
We kindly request that you check your tracking for an update from the local postal service; the delivery offices will have the most up-to-date information via the tracking reference. They will advise on what to do next.
Please make sure to check your surrounding area & with your neighbours. If you cannot locate your parcel, please get in touch with us so we can start an investigation with the courier concerning your missing parcel. Depending on the courier, you may be required to complete a DNOR declaration to process the claim. Investigations can take up to 10 business days to conclude.
Any domestic orders reported missing must be disputed within 10 days from the shipment date. International orders reported lost must be reported within 28 days from the shipment date. Any requests made outside of this timeframe have no guaranteed resolution.
Please note: If the courier or postal service attempts to deliver the parcel once a refund has been processed, you are required to either refuse the package – it will then be returned to us. Or contact us to arrange the return – This is a legal requirement for refunded/cancelled orders; the legal obligation is to take reasonable steps to keep the items in good condition while they are in your possession.
Until a missing package has been returned to us or officially declared lost, we are unable to reship or refund the order.
Designated Safe Space
Your chosen Safeplace should be with a neighbour or a secure, weatherproof area of the property that is out of sight & easily accessible for the postal worker. A Safeplace may be selected via your courier using your tracking reference. Claims made for lost, damaged or stolen parcels where a safe space has been requested by the addressee may be rejected.
Who pays custom fees?
Customs fees are levied by the government of the country in which the goods are shipped. As is industry standard, all custom/import fees are the customer’s responsibility. We recommend checking your country’s customs charges & threshold prior to ordering to avoid disappointment.
If you refuse to pay the charges levied by customs & excise, or the delivery is unsuccessful & the goods are returned to us. You may be liable for the return shipping fees; these will be deducted from any refund due.
We cannot assist with fees or charges related to importing of goods, & therefore are unable to support refunds of any duties or tax paid by you. Please get in touch with your local tax office for assistance.
I need help with my order
If you cannot find the answer you are looking for above, please get in touch with our customer support at firstname.lastname@example.org & we’ll be happy to assist. Remember to provide the store name & your order number; this will be in your email notifications.
Can I change my order before it's shipped?
Once an order has been placed & you have received your order confirmation, we are unable to amend the order or delivery. However, if you notice a mistake on the order confirmation, we will do our best to intervene & cancel the order before it is dispatched! You can request an order cancellation by contacting our Customer Support. We will attempt to cancel the order before it is shipped, cancellations cannot be guaranteed, but we will do our best!
Can I remove products from my order?
We cannot make any edits or substitutions after completing the payment process. You can request an order cancellation by contacting our Customer Support. We will attempt to cancel the order before it is dispatched, cancellations cannot be guaranteed, but we will do our best!
The order has been shipped to an incorrect address
Please take extra care when entering your shipping instructions at checkout; once an order has been placed, we only have a short space to amend an address; if your parcel has already been dispatched, we cannot modify the route of a package. We are unable to assist further if it is delivered as addressed.
If you have entered the incorrect address, please contact our Customer Service team with your order details & your correct address information ASAP. We will try to help you as much as we can!
How do I cancel my order?
Please get in touch with our customer services team with any cancellations. We will attempt to cancel the order before it is dispatched, cancellations cannot be guaranteed, but we will do our best! We cannot cancel the order once the order is shipped out. You will need to return any unwanted items.
Where is y order confirmation email?
Order confirmation emails are sent automatically after an order is placed. Please check your junk folder for confirmation, in case your settings direct it there.
When I'll receive my pre-order items?
Any order which includes pre-order items will ship once all items are available in one delivery. The estimated ship date for each pre-order item is detailed within the item description on the product page; this date can be subject to changes. Orders will only ship once all items ordered are in stock. We are unable to split or part-ship orders; we recommend placing separate orders to receive multiple deliveries.
Pre Order dispatch date
Dispatch dates provided on pre-order items are an estimated time of dispatch. We will begin shipping from the advertised dispatch date listed. Dispatch dates are subject to change; on the occasion of a production delay, we will do our best to update the customers affected.
Print on demand designs
We will notify you by email with dispatch information when your order has shipped.
- Orders are processed Monday to Friday.
- We do not dispatch goods on weekends or Bank/UK national holidays.
Out of stock
If you have placed your order & one or more of the items are unavailable, we will credit your payment method for these missing items & email you to advise if this has happened.
We may occasionally offer promotional discount codes, which will entitle the holder to a discount. Valid discount codes can only be used at the time of purchase & cannot be used retrospectively.
I've received a damaged / faulty item, what should i do?
We’re so sorry about this. We do our best to ensure orders are packaged correctly, but sometimes people make mistakes!
Please get in touch with our customer service team for further details on how to proceed concerning damaged or faulty items. Damaged or incorrect orders should be brought to our attention – You must notify us in writing of any fault or damage within 14 days of delivery. We may request additional packaging photos; please do not throw them away until you have connected with our team. Failure to report a problem within the specific time frame may result in the claim being rejected.
Despite best endeavours, things sometimes do go wrong. If you receive your order & an item is missing, please check your emails or junk emails to see if you’ve received an out-of-stock notice from us.
If you haven’t received this, please get in touch with our Customer Service team with your order details so we can resolve this for you.
Damaged/Faulty or Mis-shipped items are required to be returned without exception; we will rectify this as soon as possible & cover the return shipping costs with proof of receipt.
The prices payable for the goods that you order are set out on the Website & are in GBP sterling. All transactions are made in GBP. Your local currency shown for the transaction is for guidance purposes only, & there is no guarantee that this is 100% accurate. Prices & offers may vary from time to time & may only be available for limited periods. All prices & offers are subject to availability & may be withdrawn or amended at our discretion at any time.
Every effort is made to ensure that the prices shown on the Website are correct. In the unlikely event that an error is made in the price shown on the Website, we will not be obliged to supply the goods to you at the incorrectly stated price. In these circumstances, we shall cancel the order & advise you via email that the order has been cancelled.
For the avoidance of doubt, if the pricing error is obvious & unmistakable & could easily have been recognised by you as a mispricing, we do not have to provide the goods to you at the incorrect price.
Returns & Refunds
Can I exchange an item?
We do not offer an exchange facility. Simply return your item(s) & reorder for a replacement to ensure you get the size you require to avoid missing out on your favourite merch; designs sell out quickly! Your refund will be processed once we’ve received your returned item(s).
Returning an item
You must contact us within 14 days of the order delivery to declare a return; any unwanted items must be returned within 14 days of notifying us. Please get in touch with our customer service team for instructions. We must receive all returns within 28 days of the delivery date to be eligible for a refund.
- Customers are liable for the return shipping costs unless an item is received in error or is damaged or defective. Please get in touch with our customer service team before returning any item(s) to us.
- Original postage & packaging fees are non-refundable unless an item is received in error or is damaged or defective.
- Please ensure that your returned product is in the same condition as when received. Items must be in their original condition & their original packaging, unworn, unwashed & complete with their original labels & tags. Any promotional items included free of charge must also be returned shall the order be returned in full.
- If sending items back from outside of the UK, make sure to declare items as returned goods, & clearly state ‘UK RETURNED GOODS’ on any parcel. Any duties on returned goods will remain the responsibility of the customer.
- Please remember to provide the store name & your order number; this will be in your email notification.
- Once you have notified us, you will have 14 days to return the product to us. We must receive all returns within 28 days of the delivery date to be eligible for a refund.
- Please allow up to 10 business days for us to process your returned item/s. We always aim to be faster!
Please note: We cannot accept returns on the following types of items:
- CDs/DVDs/Vinyl/Cassette Tapes that have had their seal broken.
- Perishable goods such as food.
- All of our face coverings are non-returnable.
- Pierced jewellery for hygiene reasons.
- Swimwear or lingerie for hygiene reasons.
- Perishable goods such as food.
When posting an item to us, please hold on to your proof of postage (the receipt you get from the Post Office).
Any items returned which do not comply with the return of goods policy will be returned to the customer & will not be accepted for a refund until such time that the above conditions are met. This does not affect your statutory rights & complies with the relevant UK laws.
How long do returns take to process?
Once your return order has been received, it can take up to 10 business days to process. You will receive your money back via the original payment method used.
Please note: due to covid safety precautions, returned goods are set aside for 48 hours before unpacking by our warehouse staff.
Where is my refund?
Typically the refund takes 1-5 business days to be reflected in your account after the refund has been submitted. The time it takes for you to see the refund depends on your bank.
Product & Stock
All available merch & sizes are available on the Website. Restocks occasionally happen if the artist decides demand is there. We recommend checking the social media pages; news & updates on products will be posted there first.
The size charts are on the listings; the link is just above the “select size” box. If you have found a product without a size chart, please get in touch with our customer service team with the product link.
Signed copies are always very limited, which means we cannot honour special requests, personalised messages, or replacement signed sleeves.
The practice of signing means the artist(s) will open, handle & lean on the product to enable signing. This may result in small bends or creases. Sleeves on signed items will not be in perfect, untouched condition. If the condition of the sleeve is particularly important to you, we recommend purchasing an unsigned copy.
Vinyl & Cassette Colours / Designs
Colours & specific design placement may not be exactly as shown on the mock-up. Some variation in pattern & colours will occur during the manufacturing process. Marble effects vary between individual pieces & sizes; therefore, the manufacturer cannot guarantee an identical design for each article.
Marbled records are unique & no guarantees can be given about the final result: the requested colour mix may deviate from the desired result. Every record will be a unique pressing 🙂
Despite every effort to provide accurate images of each product’s colour & design, actual colours and design may vary slightly due to different device screen settings. Final placements & colours may vary slightly in production.
Print on demand
Please allow 3-5 business days for production plus shipping time. Please allow some extra time for order processing during busier times of the year or during sale events.
Digital Download & Live Streams
A digital product, such as a download or streaming, cannot be returned