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Returns

If an items needs to be returned to us, you must first contact us and await a returns authorisation. This is because the reasons for return are varied and may require a different response. Please follow this guidance:

Damaged Items 

If an item has been damaged in the post, we will accept the return and arrange a replacement to be sent out if possible. If the item is no longer in stock, we will arrange a refund, or store credit if preferable. No refund/credit will be issued without the damaged item first being received by usYou may be asked to provide images of the damage. 

Packaging Guidance:

The item must be returned to us in the same condition that it arrived to your address. If it’s a sealed record that is visibly damaged externally then it must remain unopened. The same applies if you’ve been sent the wrong item. 

Postage Guidance:

Until a return reaches us it is the responsibility of the customer and the cost of shipping is not reimbursed until the return has been processed. Be sure to get a proof of postage from the post office (this doesn't cost anything extra). Always return the item in the same packaging and ensure the package is secure for travel.

Please do not send items back by recorded or special delivery – we can only reimburse postage costs to the amount that it cost when the item was shipped to you. 

Lost Items

Before contacting us to check an item that hasn’t arrived, check your account or e-mails for the date of dispatch and ensure that the expected delivery times for your country have elapsed.

In our experience, most of the time “lost” items are held at a local sorting office waiting for collection. It may be that postie just didn’t leave you a card to let you know. If you’re convinced it has gone missing, contact us and we will investigate. Be aware that t is impossible for us to pursue a lost item claim with the Royal Mail until at least 30 days from the date of dispatch.

Returned to Sender 

If your order is returned to us because delivery to your specified address failed, and/or the item wasn’t collected from the local sorting office in the specified time, had incorrect address details or any reason other than damaged, we will not re-send the item unless postage is re-paid by the customer. Even then it is up to the customer to get in touch to arrange this. 

If there is no contact, the item returns to stock and your order is refunded, less the cost of postage. 

Return Address 

Nothing should be returned to us before you have a returns authorisation. Only once authorised, all returns should be sent to:

Record Culture
Smithfield,
Market Street,
Stourbridge
DY8 1AD