As a lot of you are hopefully aware, we ended up with three online stores last year (2020) for UK / EU / USA - We finally merged them together in October, which was a huge undertaking, made even more difficult over the holiday period and most recently, Brexit import/export rules that came into effect 1st January. We’ve been working tirelessly on the new store these past few weeks. Shopify is infinitely more suited to our needs and more customisable than limitedrun, but not as straightforward. Some of our ‘what should have been foolproof’ systems came undone pretty quickly, but we finally developed one that means we can offer international shipping from different locations and accurately split our stock across them all. We’re still making improvements and adding loads of awesome new items. For now, everything is summed up in the ‘announcement bar’ at the top of our store.
Refunds should only be issued with a legitimate excuse. Changing your mind shortly after a purchase can cause multiple issues for small businesses. If you cannot be dissuaded, then also accept you will lose approximately 5% of the total order value due to non-refundable PayPal/card processing fees. These are our clear terms and conditions and there will be no exceptions. Please understand that we or our bands can’t be expected to actually lose money as a direct result of a customer changing their mind.
We will of course refund all fees in the event of us overselling an item, if we ship you the wrong item, or a faulty/defective product which cannot be replaced. We package our records with great care and promise to work out a solution if anything arrives seriously damaged, but please do not request a full refund for something minor, such as a tiny corner ding or a single pop/skip etc.
Although unfortunate, seam-split damage on inner sleeves (printed or standard) and minor 'dings' to jackets can't be treated as serious damage that require replacing or refunding. However, we now order spares for most releases and can offer replacements if you cover shipping costs, or we can easily slip them in with a future order. We will be there for you in situations such as this and hook you up with extra free stuff whenever possible, but we can't pay expensive double shipping costs for such minor damage.
Email email@example.com if you have any concerns before or after placing an order.
All standard items are currently split up with two options; one *UK ONLY* and the other *INTL ONLY* - which doesn’t include USA. Make sure you select the correct option or you will not be able to checkout. It’s not ideal, but the only way to ensure that no one from the UK can add items that are located in Germany to their cart and result in us having to refund them. The new Brexit import/export fees are still not completely clear, but the main note to take from their warnings our ‘every package leaving the UK is subject to customs charges’ and we don’t want our customers to have to deal with this, especially when we have a lot of stock located in Germany. We hope to find a way of topping up both locations ASAP. All upcoming releases for 2021 are covered, with launches being offered to UK, US and INTL customers. There will surely be some room for improvements, but we continue to ask for your patience. Feel free to come to us if anything is unclear, but UK ONLY applies to UK customers and INTL applies to everywhere else, and US customers should shop from the DK US section located at the top of our store’s front page.
We created a special section for our North American customers with stock located in the US, and orders will ship via USPS. We will top this section up as much as possible, but email us if you want something specific and we will add it to a future box for you. We might merge this section with the other products but this would take a lot of time, which we don’t have at the moment. Trust us, this is not simple. There are so many paths to tie together to function correctly.
We cannot be held responsible for missing packages if you decided against paying the extra €2.50 for a tracking upgrade! The first thing Deutsche Post/DHL asks us for is the tracking number. This doesn’t mean we’ll leave you in the lurch, but you must accept that we did our job and packed/shipped your order. We retain all shipping receipts and take photos of international packages pre-shipping as an extra precaution/proof of shipping.
*NEW FOR 2021* We have now removed the untracked option for all international orders. We will no longer take the risk, especially with all ongoing issues with the covid19 pandemic.
Contact us at firstname.lastname@example.org if you fear that your package has gone missing, as we might be able to file a claim with Royal Mail / Deutsche Post and eventually replace the lost package. We will always make a counter-offer in the unlikely event of a missing package; of course we want our customers to feel safe and always receive what they paid for! Please note that successful international claims can take 2-3 months to clear.
We're working on a sizing chart for all of our merch types and hope to finish by Q2 2021. However, every single one of our merch listings clearly states the brand, which you can copy/paste onto any search engine and find a quick answer yourself. The majority of our shirts are printed on Gildan Heavy, which is the most-common shirt type in the world. So if you usually wear a size Medium, you should almost definitely order a size Medium.
Email us at email@example.com for all queries!