Please read the information below before contacting us - your question might be answered here or on our terms and conditions page. Thanks!
We list items on the website as available, rather than in stock - much more about that below and here.
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' 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, please email us.
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. If in any doubt, please email us.
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 (firstname.lastname@example.org) 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.
Due to high levels of credit card fraud and many incidences of damage to packages, we are no longer able to ship via standard services to Indonesia, Brazil, Mexico, Paraguay, Chile, Russian Federation, Singapore, Taiwan, Ukraine - sorry. If you're happy to pay for a courier service to any of these destinations, please contact us to discuss.
We're an independent record shop, rather than an online retail barn - more about that here. We'll usually dispatch your order within 2 working days* of receipt, which means 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.
Orders ship via standard Royal Mail services, which are not tracked - you can add a variety of tracked services to UK orders for an extra charge, more about those services here. If you'd like to use a tracked service for an international order, please email us for a quote.
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: 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 3.
Rest of the world UK rate x 4.
Postage and packaging charges will be clearly shown in your basket before you submit your order.
For more information on packaging, please see here
Tickets cannot be replaced. 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 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.
In the event of a cancelled or rescheduled event, you will need to return your tickets to us at your cost. We will refund the face value of the tickets as soon as possible, and no later than 30 days after, we receive your returned tickets. Postage / venue collection fees are not refundable.
We provide one personal assistant ticket free of charge to disabled customers who would otherwise not be able to attend a show. Facilities at the venues we use vary, so please contact us if you have any queries. Please purchase your standard ticket first, then send an email with your ticket order number and your proof of eligibility:
Front page of DLA / PIP
Front page of Attendance Allowance letter
Evidence that registered severely sight impaired (blind)
We ask for proof of eligibility to ensure these tickets / spaces go to those who need them most. We'll review applications for assistance tickets without the above proof of eligibility above on a case-by-case basis.
Line-ups and running times 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.
Due to high levels of credit card fraud / damage to packages in transit, regrettably we can no longer ship to the following countries: Indonesia, Brazil, Mexico, Paraguay, Chile, Russian Federation, Singapore, Taiwan, Ukraine. We cannot ship to parcel forwarding or virtual addresses in any overseas countries. If you place an order for delivery to a destination we do not ship to, your order will be cancelled and refunded.
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 social media, where we probably won't 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. email@example.com
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.
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.
We cannot accept orders by post or payment by cheque.