FAQs

When do pre-orders arrive?

In the vast majority of cases, we dispatch new release albums in time for release day. Using Royal Mail 48, 99% of orders will arrive on the Friday - but as Royal Mail 48 is technically a 2-3 service, if there are delays in your area, the occasional order will arrive the day after release, although we're pleased to say that this is pretty rare.

This is subject to record labels supplying stock for us to dispatch on time. Occasional manufacturing delays may prevent this. Very occasionally for 'high security releases', the record label may withhold stock from retailers until the last second in order to prevent early leaks. As music fans, we respect this.

Can I cancel my pre-order?

Yes - you can cancel your pre-order up to the point of dispatch. All we ask is that you consider that we're a small business that pays a % of each transaction, so placing multiple orders with multiple retailers in a pre-order frenzy and then cancelling them all isn't the kindest thing you can do. We get it, we collect vinyl too - just be a good human :)

When do you charge pre-orders?

You will be charged at the point of ordering.

Do you dispatch internationally?

At the moment, no - sorry.

What's your refund policy?

You can find our full refund policy here. We recommend paying particular attention to these guidelines before returning your purchase.

Can I order a record you don't currently stock?

We'll do our best! Just drop us a line at hello@wearepopstore.com and we'll see if we can get it for you.

How quickly can I get my record?

We like it speedy at Popstore. If you order before 3pm on a weekday, we'll dispatch on the same day. You can choose Royal Mail Tracked 48 for £3.50 (free on orders over £50) or Tracked 24 for £4.50. Tracked 48 takes 2-3 days but arrives in 2 in the vast majority of cases - Tracked 24 takes 1-2, but again, mostly arrives the next day.

My delivery seems to have been delayed

It doesn't happen often, but Royal Mail do occasionally have a blip and take an extra couple of days to deliver. It's usually just a local issue with staff illness, vehicle issues etc. We'll do our best to track your order down - but please be aware that Royal Mail don't consider a parcel lost until the 10 day mark. We'll always replace or refund if it's genuinely lost, don't worry.

My record is skipping

If you have visible damage to a record, please let us know and we'll arrange a refund or replacement. If there isn't anything visible but it's skipping - it's extremely unlikely that it's faulty. It's quite common for some records to be quite sensitive to tracking and weight settings on your record player. Some records require it, and it's why record players have settings to control this. It's rare to have a genuine fault, unless there are visible scratches or damage. Please let us know if you have issues - and we will ask you to confirm that you've changed your settings to resolve it. If you still believe skipping is due to a fault, a refund will be processed once testing has been completed to confirm this. If you use a suitcase style or other entry-level player that doesn't have tracking or weight settings - returning your record to us would be at your own risk. Our honest advice: some records need a bit more weight on the needle to maintain stability and not jump or skate around - it's doesn't mean the record is faulty, and it's very common. If your player is fairly basic and doesn't have settings to adjust the weight, you can often achieve the same effect by sticking a coin to the head. It sounds strange, but all it does it provide the stability that weight settings otherwise would.