Terms & Conditions
Placing an order indicates your acceptance of the following:
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. All goods are subject to availability and release dates are subject to change.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. You'll be charged for everything in your order at the time you place the order. Availability changes constantly, so we reserve the right to cancel your order up to the point of delivery. If you have a query about an order you've placed, please email and quote your order number. Please include an email subject - blank email subject headers risk being rejected as spam. This service is currently only available in English - apologies to non-English speakers. Because stock availability changes all the time, we reserve the right to cancel your order up to the point of delivery.
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. We are not responsible for orders which cannot be delivered due to a delivery address being incorrectly entered by you. 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. Please provide an email address which is checked regularly 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 not arrive or 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.We cannot accept orders by post or payment by cheque.
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. 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 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.
We ship CDs in Mail Lite padded envelopes. Vinyl is dispatched in the strongest packaging available in the UK. Posters are sent in rigid tubes, separate from the rest of your order. We package your order with care and we're always reviewing our packaging to improve it. We ship in excess of 50,000 orders worldwide annually with less than 0.5% reported damaged in transit.
If the items you have ordered are in stock, orders will usually 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 dispatch, although more often than not orders will be delivered the day after dispatch (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 usually dispatched the Wednesday 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 Signed For or 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 (though often the day after posting)
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.
Order Hasn't Arrived
Once the estimated delivery time has passed (see above) please email us at email@example.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 firstname.lastname@example.org
You must notify us about non-delivery of your package within 3 months of a dispatch notification being sent to the email address you have given us.
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 email@example.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.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 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 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) as above within 14 calendar days of receipt.
Please do not return anything to us before getting a reference - email 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.
The Reel To Reel Music Company Ltd /
Company number 09912024 | VAT GB242379796