FREQUENTLY ASKED QUESTIONS
Pre-orders
Out Of Stock Items
Ordering And Payment
Shipping
Returns
Stock / Catalogue
Gift vouchers
Info For Artists And Labels
Pre-orders
When will I receive the items I have preordered?Most new releases come out on Fridays. We aim to ship presale orders on Wednesdays and Thursdays so if you are a UK customer and have chosen a next day delivery service you should receive your order on release day.
Why has the release date changed?
Please note that release dates are subject to change. We are given provisional dates by the record distributors and these frequently change. Sometimes we don’t find this out until the day before the proposed release date. As soon as we know of any changes we will update the website, but please bear in mind that if you pre-order 2 things that are both due out on the same day, they could end up being released on different days and you would have to wait for the second item to arrive before we post your order. If you want your in-stock items posted immediately while you are waiting for a delayed item, please drop us an email but be aware that there will be an additional postage fee
I've ordered a limited edition, am I guaranteed to get it?
In the majority of cases yes, but occasionally the orders we place for limited edition releases are cut back by the distributors. Normally we are notified of this and will update the site accordingly, however on very rare occasions, we will not find this out until the delivery arrives. If this means that we cannot fulfil all our customer orders, we will notify the unlucky customers straight away. We will always allocate stock on a first come first served basis.
Out Of Stock Items
Why do some things on the website say 'Usually Ships Within'?Much as we'd like to, we can't keep everything in stock all of the time. If something shows 'Usually Ships Within', it either means that we are waiting on more stock to arrive or that we don't keep the item in stock any longer in which case we will only order it in for someone who has placed an order online.
On rare occasions we will only find out once the delivery arrives that the item is no longer available. If this is the case, we will let you know straight away and arrange a refund.
Something in my basket is out of stock, when will I receive it?
Most of our suppliers only take a few days to deliver stock to us but occasionally they can take longer. See the "Usually ships within" information above for guidance on expected dispatch times.
Ordering And Payment
What payment methods do you accept?
We accept most major credit and debit cards and Paypal. We do not accept cheques or bank transfer.
Can I place an order over the phone?
Due to security reasons we do not take orders over the phone. All orders must be placed online or in store.
Can I order in stock items and pre-order new releases at the same time.
Yes you can. You can choose to have all items sent together when the last preorder has arrived or we can send preorders out separately as and when they are released. Please be aware that this will result in multiple postage fees.
Can I add items to an existing order?
Once an order has been placed you would need to contact us to arrange this. If you order from us frequently and want to be able to add to existing orders, you might want to become a ‘Stasher’. This means that you will only pay for your goods now and postage is charged on dispatch (free over £75 to UK customers). If you would like us to set this up for you please drop us an email.
Can I order online and pick up in person?
Yes, of course! Just select the ‘pick up in store’ option at checkout. We’re a real bricks and mortar record shop and we always love meeting our customers.
How can I check the status of my order?
You can check your order status on your account page. If you do not have an account you can create one retroactively and your order will show up on there if you have used the same email address.
How do I log in to my account?
To log in simply click the link in the top right hand corner of the site, then enter your e-mail address and password. Once you've logged-in, you can access your saved basket, wishlist, and your order history.
Can I place an order as a gift for someone else?
Of course! Simply select the gift option at checkout, you can leave a message for the recipient and instead of an invoice they will receive a gift receipt. We do not offer gift wrapping.
What is the wish list for?
You can use your wish list to store up to 50 items that you're interested in, but not quite ready to buy yet. Please be aware that items in your wish list are not reserved, stock is only reserved for you once you have added it to your basket and checked out. Once an item is deleted from the website it will will not be showing in your wishlist any longer.
Can I change my email address and/or password?
If you need to change the email address your account is registered to please email us at mail@piccadillyrecords.com. To change your password you can request a password reset email.
How do I cancel my order?
If you need to cancel your order, we would advise you to do so as soon as possible. You can do this by calling us on 01618398008 or emailing mail@piccadillyrecords.com. Once you have received a dispatch confirmation email you can no longer cancel your order.
What happens if the courier returns my order to you?
If we have a package returned we will contact you as soon as possible. Please note that if it was returned to us because of an incomplete address or because it was not collected from a local depot we will be required to charge you a postage fee to have the order sent out again. Alternatively, we can refund the cost of the record.
I live outside of the UK, will I have to pay a customs fee?
If your country usually charges import duties on shipments arriving from the UK (e.g. anywhere in the EU) then yes, you will have to pay tax upon arrival. We deduct UK VAT at checkout so you're not being charged twice but we don't collect the charges that are due in your own country. How much you are being charged varies from country to country and between couriers. Your national postal service should be able to advise further if you would like a breakdown of the charges.
Shipping
When will you ship my order?We aim to ship all orders placed before 10am on the same day, provided everything is in stock. We do our best to keep our stock levels up to date, but we are a living, breathing, real-life shop as well as a website. On rare occasions things may sell out between you placing your order and us picking it. We will notify you as soon as possible if this is the case. We don’t ship orders at weekends, so orders placed between Friday and Monday will be shipped on Monday. If your order hasn't been shipped within 48 hours we're probably having a very busy week and we'll do our best to ship it out as soon as we can. Always feel free to ask for an update.
If your order includes items which we need to order in for you or that haven't been released yet, we will ship your order as soon as everything is in stock. Out of stock items have a ‘Usually Ships Within’ time, which gives an indication of how long it will take to get the item back into stock. Pre-orders give an estimated release date. This is usually a Friday. We generally ship pre-orders on Thursday so you have a chance of receiving them on the day of release. Release dates do occasionally change, but we try and keep this information as up to date as possible on the website.
I want to order some items that are in stock and some new releases that aren’t out yet. Can I have them all shipped together to save on postage?
Yes, or you can choose to split your order if you want in stock items sending sooner, but this will incur additional shipping fees. If you are placing regular orders with us, you may want to set up a ‘Stasher’ account. Find out more HERE.
Can I get free shipping?
If you are a UK customer, to qualify for free shipping the goods in your combined shipment must have a value of at least £75. Just add items to your basket, choose to have them sent in one parcel and check out. Unfortunately we don’t offer free shipping to international customers.
I had an email to say my order was posted, but it still hasn’t arrived. What should I do?
Royal Mail aim to deliver UK parcels within 1-2 working days (Royal Mail 24) and 2-3 working days (Royal Mail 48). However, they don’t consider a parcel 'lost' until 10 working days after the due date for UK addresses, 20 working days for EU deliveries and 30 working days for Rest Of World. Unfortunately we can’t chase an order up before this point. Although there are occasionally delays, it is rare that parcels go missing completely, so please be patient. It is worth checking with your neighbours or with your local sorting office, even if you haven’t had a card put through the door. If your order was shipped via Parcelforce and the tracking is inconclusive please drop us an email. Please be aware that unless you have chosen a tracked service we are not liable for parcels that go missing.
Returns
There is something faulty or damaged in my order what do I do?Drop us an email and we’ll arrange a return.
I received the wrong item.
Drop us an email and we’ll arrange a return.
I bought something by mistake!
As long as you have not opened the item and you notify us that you want to return it within 7 days of receiving your order we will offer either a refund or store credit, just drop us an email and we’ll arrange a return. You will need to pay the return shipping cost and we will only refund the cost of the goods, not any postage fees. Please make sure you pack returns securely. If an item arrives damaged due to poor packaging we are unable to issue a refund. Unfortunately we are unable to accept returned magazines.
Stock / Catalogue
Do you sell used records / CDs?No, everything we sell is new.
I bought a record from you but it arrived with the shrink wrap open. Has it been played?
No. As well as selling online, we are also a bricks and mortar record shop. We don’t put live stock out on the shelves in the shop so we have to open a copy to put the empty sleeve out on the racks. If the shrink wrap is open on your record it is probably because it is the last copy.
If you would prefer sealed copies only, please put a note in the special instructions when you order. Please be aware that this may cause a delay in your order being processed.
I bought a record from you but it doesn’t have any shrink wrap on it. Has it been played?
No. Although most records come shrink wrapped, not all do. Releases from some smaller labels often don’t. If something isn’t shrink wrapped it is most likely that it arrived from the distributor like that.
I can’t find the record / CD I want on your website. Can you order it for me?
It depends on whether the item is distributed by one of our suppliers and whether it's still available or not, but we’ll always try and track things down for you if you can’t find it on our site. Please bear in mind that we don’t sell any second hand records so if the record isn’t currently in press we won’t be able to find it for you. If it's an old and/or very rare release chances are we won't be able to get it.
Why are some records limited to one per person?
Occasionally we cannot get enough stock of a limited release to meet demand. To make it fair to everyone and give as many people as possible a chance of getting a copy we limit these releases to one per person.
Gift vouchers
Do you sell gift vouchers?Yes, we sell Piccadilly Records gift vouchers, but we neither sell nor accept Record Tokens. You can order online e-vouchers from our website or buy gift vouchers in store.
Do you post out gift vouchers?
No, if you buy a gift voucher online, we email a voucher code. You can choose whether the voucher is sent to your own email address or to someone else.
I want to send a gift voucher to someone for their birthday. Can I buy it now and have it sent to them on their birthday?
Yes you can. You canchoose to have the voucher emailed to their email address and select the date you want it to arrive.
How do I spend my gift voucher?
You can use it online by entering the voucher code at checkout or you can use it in store by bringing either a digital or printed copy of your voucher email with you.
Can I spend just part of my voucher?
Yes you can, anything left on your voucher after you make your purchase can be used next time.
I have several vouchers to spend. Can I use them all at once?
Yes, you can enter multiple vouchers at checkout or in store.
My voucher code doesn't seem to be working. What should I do?
Just drop us an email at mail@piccadillyrecords.com and we’ll look into it for you.
How long is my voucher valid for?
Vouchers are valid for five years from the date of issue.
Info For Artists And Labels
How do I get my music into your shop and on the website?If you want us to consider stocking your release, drop us an email with a link to stream the music and a short description of the release. Please don't send any press kits or mp3 files unless we specifically ask for them. If we think it is something we can sell we’ll contact you. We are very busy and receive a lot of emails so we may not be able to get back to you. We usually take things on a Sale Or Return (SOR) basis. If you bring stock into the shop without an email from us confirming we’d like to stock your record, we will not be able to accept it!
What does SOR mean?
SOR means Sale Or Return. We will put your release out in the shop and list it on the website. We will pay you for any copies we sell and you can collect any unsold stock after three months.
How long do you keep sale or return items?
We usually keep SOR items for three to six months. It is up to you to check on sales, collect any unsold stock and request payment.
When and how do I get paid?
You can get paid cash in store or via PayPal. Please request paypment as soon as possible after your record has sold out or been taken off sale. If you remember that you left stock with us a few years ago we will not be able to pay you out any longer as we might not be able to find the agreed on terms and/or or figure out whether we have actually sold any copies.
