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Banquet Records.com

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Ordering Online

Please read the information below before contacting us - your question might
be answered here!
  • We're an independent record shop, not a retail barn or online warehouse. Have a look here for some more info.
  • We list items on the website as available, rather than in stock - much more about that below.
  • We cannot accept orders by post or payment by cheque.
  • Due to high levels of credit card fraud / damage to packages in transit, regrettably we can no longer ship to the following countries: Indonesia, Paraguay, Russian Federation, Singapore, Ukraine.
  • If - having read the below - you need to contact us, please email mailorder@banquetrecords.com with your order number in the subject line of your message.
Thanks!
 
Terms and Conditions - Placing an order indicates your acceptance of the following:
 
  • Using the site
Ordering online should be straightforward, just follow the prompts and have your credit / debit card to hand.
  • Your order is processed manually, by humans. Your card will be charged as soon as possible after receipt of your order.
     
  • Like other record shops, we receive stock from a variety of suppliers. In our case, some of those suppliers are overseas. Stock availability for vinyl in particular can change quickly and suppliers are usually unable to update us with specific dates for re-stocks - vinyl takes a lot longer than CD to re-press. It's not uncommon that you may have to wait a couple of weeks or even a couple of months for vinyl releases which have gone out of stock with suppliers to be re-stocked. You'll always be given the option of cancelling your order if you'd rather not wait for something.

  • Items shown on the site are 'available' (see below) but this does not always mean they're currently in stock. The website isn't currently able to reflect 'live' stock levels and sometimes items will sell out in the shop. We'll try to let you know as soon as we're aware of any problems with or delays to your order. If one of the items you've ordered is no longer available from the supplier, your order will ship without it and you will not be charged for it. If you only wish your order to be processed if all items are available, please note this in the Comments box on your order form. If you need something urgently, please put a note in the Comments box when you check out and feel free to drop us an e-mail if you'd like an update. Please see 'Delivery Times' below for more on this.
     
  • You should receive an automated confirmation of your order immediately after it's submitted. If you don't, please check your Spam / Junk folder. If it's still not there, please email us before placing the same order again.

  • If we make a mistake, we'll sort it out as quickly as possible for you. To make sure you get a response, please e-mail us rather than using Twitter or Facebook where we may not see your message. We aim to reply within one working day, if not sooner. Please note that the mail order department is open Mon-Fri and closed on weekends and public holidays.

  • When emailing, please ensure you include a subject with your order number, to avoid your message being marked as spam and so that we can try to answer your question quickly.
You will only be able to order goods that are 'available'- this means they are either currently in stock, are due to be released or, to the best of our knowledge, are available from the supplier. US imports in particular can take a while to re-stock if they sell out - however this doesn't mean they're not available. All goods are subject to availability and release dates are subject to change.

The 'Info correct on' date can be a good indicator of likely availability - older items are more likely to have been deleted by suppliers.

Items marked 'Back In Soon' will usually take several weeks to get to you, dependent on how quickly stock becomes available. If you'd like more of an idea of the possible wait time, just drop us an email.

Pre-order items (that is, items which are ordered ahead of stock arriving instore) will be charged for at the time the order is placed, and we attempt to dispatch pre-ordered items for UK delivery on the day of release. This is possible in the vast majority of cases, however it's dependent upon suppliers getting stock to us in good time.

As we're a 'real' shop, it's impossible to keep the site 100% up-to-date when items sell out or become unavailable, but every effort is made to get it as near to that as possible.

If you have a query about an order you've placed, please email mailorder@banquetrecords.com and quote your 6-digit order number. Please include an email subject - blank email subject headers risk being rejected as spam.
  • Filling In The Order Form
Please fill in all of the boxes on the checkout pages, paying particular attention to the card number, expiry date and CVC number you submit on your order form. It's also necessary to provide a surname / last name and the address the card is registered at (Invoice Address) so we can verify your identity as the cardholder. Please avoid using accented or special characters in your name and address fields, as they're not recognised by our system and your delivery address will be incorrect. We are not responsible for orders which cannot be delivered due to a delivery address being incorrectly entered by you.

Please provide an email address which is checked regularly and ensure that banquetrecords.com and banquetmailouts.com are added to your spam filter's 'safe list' so that emails we send you aren't deleted as spam. Email is the method we'll use to confirm your order, send you your order number and contact you if there are any order problems. A phone number / additional info will help us process your order more quickly in case of queries and oddities.

If you only want your order to ship if all items are available, please note this in the Comments box. Similarly, please note if you require your order by a specific date.

Overseas customers: the 'County' field on the order form is equivalent to your State or Province. 'Postcode' is equivalent to Zip or Postal Code.

As a customer, it is your responsibility to ensure you supply the correct email and delivery address for your order.  If you're unsure about how to fill in the order form, please contact us. Should any item be returned to us as undeliverable due to an incorrect or incomplete postal address supplied on your order form, we will not be held liable for non-delivery. You'll be liable for all re-delivery or return postage expenses incurred by us due to the incorrect address being supplied. In this situation an order can only be re-delivered if you pay all additional postage charges incurred by us.

Please avoid using accented or special characters in your name and address fields, as they're not recognised by our system and will delay dispatch of your order.
  • Security checks
There are a number of security checks that it's necessary for us to perform in order to process credit / debit card orders when the customer is not present. If for any reason a security check fails, we'll be unable to process the order and will get in touch to notify you.

Our secure server encrypts all of your payment information (credit / debit card details, name and address) and transmits it securely over the internet using industry standard security techniques. While at the 'checkout' you will see a padlock in your browser indicating that the site is secure.
  • Postage and packaging
Postage and packaging charges are worked out automatically and added on to your order total once at the checkout. For example:

CD: 80p for first item, 60p each additional
LP / 12" / 10": £2 for first item, £1.20 each additional
Double LP: £3 for first item, £1.80 each additional 
7": £1.00 for first item, 70p each additional
Tape: 80p per item
Poster: £3 per item

If you order a variety of formats, you'll be charged the highest amount for the first item and each additional item will be charged at the 'additional' rate. For example, if you order a double LP, a single LP and a CD, you'll be charged £3 + £1.20 + 60p.

Rest of Europe UK rate x 2.5.
Rest of the world UK rate x 3.5.

Postage and packaging charges will be clearly shown in your basket before you submit your order.

We ship CDs in Mail Lite padded envelopes. Vinyl is dispatched in the strongest mailers available in the UK with multiple card stiffeners to protect your purchase. Posters are sent in rigid tubes, separate from the rest of your order. We aim to package your order with care and we're always reviewing our packaging to improve it. We ship around 40,0000 orders worldwide annually with around 0.5% reported damaged in transit.

Due to high levels of credit card fraud and many incidences of damage to packages, we are no longer able to ship to Indonesia, Paraguay, Russian Federation, Singapore, Ukraine - sorry.
  • Delivery times
In most cases, orders will be processed and dispatched within 2 working days of receipt and in the majority of cases UK customers should receive their orders within around two days of posting, although more often than not orders will be delivered the next day (delivery times are dependent on Royal Mail and, where applicable, your local postal service and customs). Larger orders and overseas orders (which are sent by Airmail) will invariably take longer to get to you. Pre-order items are dispatched the Friday before their release date.

If something you've ordered is out of stock or otherwise delayed, we will notify you as soon as we have information about your order and you may then amend it if you so choose. If there are deleted items in your order, the in-stock items will ship and you will only be charged for those items. 

We'll always try to email you as soon as we're aware of anything likely to delay delivery of your order, but please note that (especially with import items) it can take a while for delays to become evident.

Orders are dispatched by standard Royal Mail services - overseas orders ship via Airmail. These services are not tracked and offer no compensation for loss. If you'd like your order shipped via a trackable service in the UK, please add Special Delivery to your basket. If you want an overseas order shipped with tracking, please contact us for prices before placing an order.

Estimated delivery times:

UK - 2 to 4 business days from date of posting (but often next day)
Rest of Europe - 4 to 7 business days from date of posting
USA / Canada - 7 to 14 business days from date of posting
Rest of The World - 7 to 20 business days from date of posting

Please note these times are estimated and are not a guarantee. 

Customs declarations, where applicable, will be marked with the value of your order excluding postage charges. We cannot mark packages as 'gift' or at a lower value. You're responsible for any customs charges. We've no influence over how long your order might be held at customs.
  • Record Store Day
RSD items are usually available for sale online one week after Record Store Day in April.

As we generally receive approx. ten times more orders at this time versus a normal week, dispatch of orders placed during this period will inevitably take considerably longer. Be assured that we work through orders as quickly as possible, but won't compromise packaging standards.

As mentioned above, your card is charged at the time your order is processed, not at the time your order is placed.
  • Order Hasn't Arrived
Once the estimated delivery time has passed (see above) please email us at mailorder@banquetrecords.com with your order number. If you've received a dispatch notification, please check that your package isn't being held at your local postal delivery office due to it not fitting through a letterbox etc. For UK deliveries, Royal Mail should leave a notification card when this happens, but in our experience this doesn't always happen - similar problems occur overseas. If an item is returned to us because it wasn't collected from the delivery office, you'll have to pay the p&p charges to have it redelivered.

Because of the variation in time taken to deliver to different addresses, we can't consider an item lost or missing until 15 (UK) or 20 (Europe) or 25 (Rest of the World) business days after it's been posted.

If your order was posted 15 (UK) or 20 (Europe) or 25 (Rest of the World) business days ago and you've checked with your local sorting office, please email mailorder@banquetrecords.com

You must notify us about non-delivery of your package within 3 months of dispatch.
  • Wrong Item(s) Received / Item(s) Missing From Order
You must notify us of any problems with your order within 14 calendar days of delivery - email mailorder@banquetrecords.com with your order number, providing as much information as possible. If items are missing from your order, please check the note and receipts enclosed with your order, as it's likely the reason for missing items will be explained there.
  • Right to cancel
You may cancel an order for goods (except tickets) for any reason within 14 calendar days, beginning with the day after the day on which you received the goods. If you cancel an order within this timeframe, you must notify us in writing at the email address above and wait for a response before returning the goods. It is your responsibility to take reasonable care to ensure the goods are not damaged in transit when you return them and are received by us at the address displayed on the website. Return postage will be at your cost.

We'll provide a full refund for goods returned in accordance with these conditions as soon as possible and no later than 30 days after we receive the notice of cancellation from you. Note that postage costs in these circumstances are not refundable. It's your responsibility to retain possession and to take reasonable care of the goods in the period prior to cancellation and until you return them to us. No right to cancel applies to audio or video recordings or computer software if they are unsealed by you. Your statutory rights are not affected.

Please note that it's not possible to cancel orders before dispatch if they have entered the dispatch process. However, you are of course entitled to return the item(s) as above within 14 calendar days of receipt.
  • Returns
Please do not return anything to us before getting a reference - email mailorder@banquetrecords.com with your order number and we'll provide instructions. Returns should be sent back within 14 calendar days and will be processed within 7 days of receipt. We reserve the right to not process returns sent to us without prior permission or returned damaged. Posters for Banquet-promoted shows are printed to order and are not returnable.
  • Tickets
Tickets cannot be replaced. Once purchased they cannot be cancelled, exchanged, refunded, transferred or re-sold at more than face value. We reserve the right to invalidate tickets re-sold at more than face value.

It's the responsibility of the ticket holder to ascertain whether an event has been cancelled and the date / time of any rescheduled event. We'll attempt to contact you using the email address you supply on your order form to notify you of a cancellation or rescheduling. In the case of rescheduled events, if you need a refund your tickets must be received by us before the event takes place. Line-ups are subject to change.

Tickets ordered for delivery by post will not always be posted immediately (this is dependent upon when tickets reach us) but should arrive no later than 2 days before the show. If you have not received your tickets, please contact us no later than 2 days before the show takes place.

'Collect At Venue' tickets are to be collected at the venue on the night of the show. You'll need to bring your 6 digit order number with you. Some venues also require photo ID for admission - please check individual show listings for further information.
Banquet Gravity DIP Ltd t/a Banquet Records, 52 Eden Street, KINGSTON, KT1 1EE.
Company number 01210073.