Orders

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Can I return my items?

We hope you will love everything that you order from us but if something isn’t quite right, you have 14 days to return or to exchange. We’ll give you a full refund (or difference, if any, in the case of exchanges) by the same method you used to pay, and we ask that items are returned in the same condition they were delivered to you. . How to return or exchange + Email info@reeltoreel.com stating your order number, any issues with the product and whether you want a refund or exchange + We will issue you the address to return the unwanted item(s). + You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email. Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you. After your return has been processed and approved by us, we will ask your bank to process a refund. Card refunds can take up to 10 working days depending on your bank's processing time – please note that we are unable to influence this.

 

Can I cancel my order?

You may cancel your order from your account page at any time providing it is yet to be dispatched.

 

Can I edit an order?

Once an order has been placed, and before you receive a dispatch notification from us, you may edit your payment details and address, however if you'd like to cancel an item please contact us directly (info@reeltoreel.com), or cancel the entire order and place it again.

I haven't been charged but my order says it’s confirmed, when will I be charged?

We only take payment once goods are on the way to you. You'll receive a dispatch notification from us when this is the case.

What is done to protect my payment details?

We don't keep any credit/debit card data on our proprietary systems. All payments are handled by paypal.

Where's my order?

You can check on the progress of your order by visiting your account page. You'll receive an email from us when they're in the post. Once shipped, we must allow 14 working days for UK deliveries (30 working days for international deliveries) though we would obviously hope that you receive your order long before then. After this time frame we can then claim for lost packages.

 

Shipping

 

May I have a tracking number?

You will receive a tracking number in your shipment confirmation email if you opted for tracked delivery, it may also be found by by visiting your orders page.

 

Do you ship internationally?

Yes, we ship worldwide. You'll be given international shipping carrier choices at checkout.

 

Do you ship pre-releases on the day of release?

We aim to ship pre-releases to arrive on (or slightly before) the day of release, but this is not something we are able to guarantee, due to a number of variable circumstances. Rest assured we will get your record out to you as soon as possible.

 

When will you ship my item?

Delivery will be made as soon as possible after your order has been accepted, depending on release date and stock availability. You will receive a notification email once your item has been charged and shipped, or additionally, you can check the status within your individual orders on your account page.

 

 

Thank you for shopping with us!