Frequently Asked Questions
The item I want is out of stock, what can I do now?
If the item you’re after sells out, you can sign-up on our product pages to find out first if it becomes available again. Not all items we sell will be restocked, especially our limited editions and collaborations.
I want to pre-order an item but also purchase an in-stock item together. Will you deliver them separately?
We can’t offer separate deliveries. If your order contains a pre-order item, then all your items will be shipped together when the pre-order is releasing.
If I pre-order with you, will it definitely arrive on release day?
We ship pre-orders just before the release date to arrive with you on or as close to the official release date as possible.
We can’t guarantee release day delivery for every parcel, but we work hard with our delivery partners to ensure the majority will arrive on time.
Do you have a size guide?
Yes, we do! The most accurate sizing for an item is displayed on the product page. For all other items, please check out our most common size guides below.
What payment methods do you accept?
We accept Visa Credit, Visa Debit, MasterCard, PayPal, Google Pay and Apple Pay.
Where can I find voucher codes?
We use voucher codes occasionally for our offers and customer loyalty.
If you’d like to be the first to hear about news and offers, join our mailing list. You can subscribe using the form at the bottom of this page.
Sometimes we also share offers on social media so keep an eye out there too!
If you’re having trouble using a voucher code, contact the team. Please note that voucher codes may not be combined with any other offers.
How do I download the digital album or single I’ve purchased?
If you buy a digital download that’s not a pre-order, then your confirmation email will contain a link to download the music right away.
We recommend downloading the files onto a desktop or laptop computer rather than using your mobile device.
If your download is a pre-order, we will email you automatically on release day.
It’s release day and I haven’t had an email for my audio download, what now?
Oh no! Please check your Junk / Spam email folders first.
If you still need help, contact us with your order number here.
What file formats do you use for digital audio downloads?
Unless otherwise stated, all our downloadable albums and singles are a high-quality MP3 file (320k 44.1kHz 16 bit).
If you purchase a download advertised as a ‘HD Download’ it will be a FLAC 24bit, with a sampling rate of 96kHz.
Which countries do you deliver to?
Please note: we have suspended deliveries to Russia, Belarus and Ukraine. We will update this page when deliveries are safe to resume.
We deliver to
- Costa Rica
- Czech Republic
- Hong Kong SAR China
- Isle of Man
- Macau SAR China
- New Zealand
- San Marino
- South Africa
- South Korea
- United Arab Emirates
- United Kingdom
- United States
- Vatican City
How long does delivery take?
All orders ship from the UK.
EU customers, you may experience delays now that the UK is no longer a member of the EU, we are monitoring the situation closely to continue to improve our service.
After payment our warehouse team will process your order within 2 business days (Monday – Friday).
If your order contains a pre-order item please be aware that all your items will ship together at the pre-order release date, we cannot separate deliveries.
Delivery timelines are calculated from the point of dispatch.
Standard = 1-2 business days
Tracked = 1-2 business days
Tracked = 5-10 business days
International / Rest of World Shipping
Standard = up to 14 business days
Tracked = up to 14 business days
My delivery is late, where is my order?
Due to Brexit there is an increased chance of delivery delays currently.
If you haven't received your order within the expected delivery times above, please contact our customer service team who will help locate your parcel.
Do I have to pay import duties or taxes?
All orders ship from the UK. Please be prepared to pay any potential import fees to receive your parcel.
Fees for EU customers
If your delivery address is in an EU country there are no fees for orders under €150. This is because we are registered with the IOSS Scheme (EU Import One Stop Shop), meaning VAT and customs duties are already taken care of before delivery. This also means faster shipping times!
We are aware that there are currently problems with IOSS and as a result you may be required to pay import duties upon delivery. Once you have paid the fee, please contact us via email@example.com with your order number and your receipt of the fee payment (e.g. proof of payment issued by your postal operator).
IOSS Number: IM2500035267
Orders over €150 will incur an import fee upon delivery. Unfortunately we are unable to tell you how much this will be as if differs from country to country. Check with your local customs office for information on taxes in your country.
EU countries where this applies:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Fees for the rest of the world (non-EU or UK deliveries)
Orders that are delivered outside of the EU and UK will incur an import fee. Please be prepared to pay this to receive your parcel. Unfortunately we are unable to tell you how much this will be as if differs from country to country. Check with your local customs office for information on taxes in your country.
How do I cancel my order?
To cancel your order or certain item(s) in your order please contact us, stating your order number and the item(s) that you want to cancel. Please note, as we are working hard to dispatch our customers’ orders as quickly as possible, we cannot guarantee that we will be able to honour your cancellation request.
My purchase arrived damaged, what now?
If you have received a damaged or defective item please contact us with your order number and tell us about the items affected. We’ll cover the cost of the return delivery and the team will do their best to get a replacement to you quickly.
Our vinyl parcel packaging is selected to get your order to you in the best possible condition. However, on occasion the carriers may mishandle your parcel, this is sadly out of our control. With this in mind, minor sleeve damage is not insured or compensated for regarding damage in transit.
How do I exchange my purchase?
To exchange an item please place a new order and contact us separately to return and refund the original.
Unfortunately, we do not offer exchanges so you must place a new order for the alternative size or product.
How long will it take to receive my refund?
We are doing our best to process returns and get your refund sent as soon as possible, but please note that in some scenarios this may take up to 30 business days depending on your banking institution.
Where do I find my Order Number?
You can find your order number in your order confirmation e-mail and on the Dispatch Note paperwork that was delievered inside your order parcel.
How do I change my account details or password on the store?
To update your password, visit our forgotten password page and enter your email address. You will then be emailed a link to reset your password.
To update other account details, such as your contact and address information, log in to the my account section. Changing your details here will only affect future orders and not any orders you have already placed. If you need to change your details for an order already placed, please contact our customer service team as soon as possible.
How do I use the shop?
1. Browse and add items to your shopping basket.
2. You can view what’s in your basket by clicking the basket icon to the top right.
3. Follow the steps and complete the information asked for to checkout and complete an order.
4. We will send a confirmation email within 30mins of a successful purchase.
I have a different question, how do I contact you?
Contact our customer service team who will be happy to assist. Provide as much detail as you can when completing the form so the team can help you quickly.
Clothing Size Guide
The most accurate size guides are shown on the product pages. Different manufacturers we work with can vary slightly so please use the following information as an approximate guide. In general, we recommend sizing-up if you are unsure.
We also accept returns if sizing isn’t quite right. We don’t offer exchanges but you can return your item and buy a replacement size, if stock is available.
All sizes are approximate and for guidance only.