Please read the information below before contacting us - your question is very likely to be answered here or on our terms and conditions page. Thanks!

INTERNATIONAL DELIVERY

It's currently not possible to post items to Canada from the UK, due to strike action at Canada Post. You'll still be able to place an order, but we won't dispatch until we're told we can.

There are currently specific (mainly weather-related) delays to some deliveries in Bosnia and Herzegovina, Iceland, Ireland, Italy, Japan, Norway, Poland, Spain, USA.

International items may also be delayed if payment of import taxes is required before delivery (see 'Brexit' below). Your local postal service will contact you if this is the case. Not all deliveries are being affected by any means; those that are have been arriving within 6-8 weeks at worst.

Xmas 2024 delivery information.

Availability

The majority of items on the website are shown as available, rather than in stock - much more about that below and here.

Where a quantity is shown, that's our confirmed allocation of a (usually limited) release. You can be confident you'll get a copy.

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 always have the option of cancelling your order if you'd rather not wait for something.

Items shown on the site are 'available' 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' here for more on this.

Records in particular can take a while to come back into stock if a supplier runs out. We import many releases and pressing plants are struggling to keep up with demand for vinyl in general. If you need something by a specific date, or want to check it's in stock before ordering, you can check via WhatsApp (quick yes / no answers only).

Collection

If you select this option at checkout, your order will need to be collected from our shop in Kingston. Your order will not be ready for collection until you receive an update notifying you of this. In some cases this may be the same day you place your order, but this is very much not always the case and depends on item availability. You'll be sent an email once the order is ready to pick up. If in any doubt, please email us.

We will hold your order for collection for three months from the date we notify you that it is ready to collect.

Amending / Cancelling Your Order

We try to get your order out to you as quickly as possible. If your item is in stock, it can be often be ready for dispatch within half an hour. Because of this, it's really important to double-check your order before it's submitted.

We do understand that everyone makes mistakes and occasionally you might want to amend or cancel an order. If so, please email us (mailorder@banquetrecords.com) as quickly as possible with us as much information as you can and we'll do our best to help. However, if your order is already being processed we may not be able to change details or cancel it. You are of course entitled to return the item(s) within 14 calendar days of receipt as mentioned here. Different rules apply to tickets, which are non-refundable. 

Delivery

Due to high levels of credit card fraud / disproportionate incidences of damage to packages / issues with local customs returning packages with no reason, we are unable to ship to various countries (including, but not limited to, Argentina, Brazil, Chile, China, Greece, Indonesia, Israel, Mexico, Paraguay, Portugal, Romania, Singapore, Russian Federation, Taiwan, Ukraine) - sorry. You will not be able to check out using a delivery address in a country we do not ship to.

The delivery address you enter on the order form will be shown in your confirmation email. This cannot be amended via the website, please contact us immediately if you've submitted an incorrect address.

We're an independent record shop, rather than an online retail barn - more about that here. If your item(s) is / are in stock, we'll usually dispatch your order within 2 working days* of receipt, and it should usually get to you in around 4 working days in the UK (overseas orders obviously take longer). There might be delays depending on availability (as above) and if there's anything which is likely to delay your order for more than a week, we'll try to let you know about that as soon as we're aware. Pre-orders will be dispatched with the intention of delivery on release day, but this is not guaranteed.

Orders ship via Royal Mail. Standard UK delivery does not offer in-transit tracking - we do not provide tracking references if you've opted for standard delivery. You can add a tracked & signed service to UK orders for an extra charge. Tracking updates will then be sent to your email address by Royal Mail, not by Banquet. If you'd like to use a tracked service for an international order, please email us for a quote International tracked services are unavailable at present, sorry.

Brexit - From 01/07/2021, parcels sent to EU countries with a value up to €150 are subject to VAT, formal clearance and customs clearance fees. Parcels with a value in excess of €150 are subject to VAT, customs duties, formal clearance and customs clearance fees. These fees are payable by the customer in the destination country. As a default, the items in your order will be dispatched as they become available. This may result in orders being shipped in more than one package, or orders being combined into one package.

As we generally receive approximately ten times more orders when Record Store Day items go on sale online, versus a normal week, dispatch of all orders placed during this period will inevitably take considerably longer than usual. Be assured that we work through orders as quickly as possible, but won't compromise packaging standards.

More detailed info about delivery here.

* working days are Monday - Friday.

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: £1.00 for first item, 80p each additional
• LP / 12" / 10": £3 for first item, £2.00 each additional
• Double LP: £4 for first item, £2.50 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 single LP and a CD, you'll be charged £3 + £0.80.

Rest of Europe UK rate x 3.
Rest of the world UK rate x 5.

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

If items for the same customer from multiple orders come through for dispatch at the same time, they will be combined. Unfortunately this does not result in a saving on postage & packaging costs.

For more information on packaging, please see here

Tickets

Admission to the majority of our shows is via e-ticket. E-tickets will typically be delivered to the email address on your order the day before the show.

Admission to in-store events is typically via order number. No e-ticket will be sent.

Admission information is noted on each event page.

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Ticket sales are not refundable. Once purchased they cannot be cancelled, exchanged, refunded, transferred or re-sold at more than face value. In some cases, where shown on our website and on the tickets themselves, tickets are not transferable and ID matching the name of the person who purchased the ticket(s) will need to be provided at the venue for admission. Please check individual event listings. 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 / postponed 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 event of a cancelled or rescheduled event, we will refund the face value of the tickets as soon as possible, and no later than 30 days after, the cancellation is announced. Postage / booking fees are not refundable.

We do not have any liability to you beyond the face value of the ticket. We will not be liable to the extent that any loss or failure is caused by a force majeure event. Force majeure means any cause beyond our reasonable control.

Venues, line-ups and running times are subject to change. 

Some venues or events will require photo ID for admission - please check individual listings for further information.

Accessible tickets

We provide one personal assistant ticket free of charge to disabled customers who would otherwise not be able to attend a show. Full information: https://www.banquetrecords.com/accessible-tickets

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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.

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We love what we do, and treat our customers with respect and transparency. If we feel this is not being reciprocated, we reserve the right to decline a sale.

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If we make a mistake, we'll sort it out as quickly as possible for you. Please e-mail us rather than using social media, where we won't see your message. We aim to reply within 48 hours, if not sooner. Please note that the mail order office is open Mon-Fri and closed on weekends and English 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.

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We cannot accept orders by post or payment by cheque.

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If - having read this and our terms and conditions - you need to contact us, please email us using your order number as the subject line of your message.