SHIPPING HELP AND INFORMATION

What is the Customer Pickup option?
What countries does Phonica Records ship to?
What are the postage/shipping costs for UK mainland?
What are the postage/shipping costs for European and non-UK mainland customers?
Can I ship to a PO Box (Postfach/Boite Postale/Apartado de Correus) in EU countries?
How is the weight calculated for European customers?
What are the postage/shipping costs for Worldwide customers (outside the EU and Switzerland)?
How is the weight calculated for Worldwide customers?
Will I receive confirmation of my order?
What happens if an item is out of stock?
When will the order be dispatched?
What if my order does not arrive?
What if my order is damaged or faulty when it arrives?

WHAT IS THE CUSTOMER PICKUP OPTION?
The customer pickup option is provided as an alternative to having your records delivered to you by post. Instead you can come to our London shop (link to 51 Poland Street page?) and "pickup" your order.

To select this option tick the "Customer Pickup" checkbox on the 'Ship To Information' page of the checkout process. Having made payment of your order on the Barclaycard site, and returned to the Phonica website to finalise the order, you will then receive a confirmation e-mail. When your records are ready you will receive a "Ready For Pickup" email which must be printed and brought along with your credit card as proof of your identity. Your order may take up to two hours to process in busy periods. You will not be charged any carriage if you choose this option.

If you mistakenly choose this option, and would like your records sent out to you, we will do so, but you will have to pay the additional shipping charge.

WHICH COUNTRIES DOES PHONICA SHIP TO?
At the present time, Phonica Records will ship orders to the following countries only:

We may add new countries to the list in the future, depending on demand. Please feel free to email us if we do not ship to your country.

To ensure the best combination of price and service, we offer a two tier pricing / shipping system for our customers. Prices shown include tax.

For UK Mainland orders under £30 (before shipping costs) and if 5 or less records / items, we use the first class Royal Mail service. This will usually arrive 24-48 hours after despatch and is fully insured for no extra cost. All records / cds are shipped in cardboard mailers and specialist shipping boxes.The postage / shipping costs will be calculated accordingly:

12"s / 10"s / LPs	£2.00 for the first item and £1.00 for additional items
CDs / 7"s	£1.00 for the first item and £0.75 for additional items

NB Please remember that Double LPs / CDs etc are treated as 2 items, Triple LPs / CDs as 3 items and so on.

For UK Mainland orders over £30 or for 6 records or more, we use the Parcelforce 48 service. This is a 48-hour service by Parcelforce for most UK mainland destinations and is the cheapest and most reliable way to send your records. These delivery times are quoted by Parcelforce and should be delivered within this time. However, we do not guarantee delivery within this time. All parcels can be tracked using the dedicated Parcelforce tracking service at www.parcelforce.com. All records / cds are shipped in cardboard mailers and specialist shipping boxes. Insurance is included in the cost and all deliveries will require a signature of receipt. The postage / shipping costs will be calculated accordingly:

Up to 2 kg (approx 10 records or 12"s)	£6.50
Between 2-3 kg (approx 10-15 records)	£8.50
Over 3kg	£11.00

Please note the maximum postage charge for the UK is only £10 - far cheaper than most online record stores.

For European orders up to 2kgs. (approximately 9 records) we use Royal Mail Airmail to send your order. Using their Small Packet rates, this is only available up to 2 kgs only - for larger orders, we use the Parcelforce service, see below. For your guidance, 2 kgs is about nine 12" records. The rates are as follows:

12"s / 10"s / LPs	£3.00 for the first item and £1.40 for additional items
CDs / 7"s	£2.50 for the first item and £1.20 for additional items

NB Please remember that Double LPs / CDs etc are treated as 2 items, Triple LPs / CDs as 3 items and so on. Royal Mail aim to deliver to European destinations within three working days.

For European orders over 2 kgs. (approximately 9+ records) we use the Parcelforce Euro 48 service. The cost is calculated according to both the delivery address and the weight of your parcel. Please check the list below to check on the price zone for your country. Depending on your location, orders take varying times to arrive. For most Western European destinations (Zones 2-7), your order should arrive within 48 hours of its despatch from Phonica. For Zone 8, your order should arrive within 3 days of its despatch and for Zone 9, it should be 4 days. There are some exceptions to this - most notably, delivery to the Balearic Islands should take 4 days. These delivery times are quoted by Parcelforce and should be delivered within this time. However, we do not guarantee delivery within this time. All orders can be tracked using the Parcelforce tracking service at www.parcelforce.com . A tracking or consignment number is sent to you on the "Order shipped" email confirmation.

PO Boxes (Postfach / Boite Postale / Apartado de Correus)
We are sorry but items addressed to PO Boxes in EU countries cannot be accepted, as the Parcelforce service cannot deliver to these addresses. Please contact us for further information or please provide the address that is the same as the credit card billing address.

Weight calculation
The weight of your parcel is calculated automatically at the checkout. We use average weightings for each type of record / cd (eg 7", 10", 12", CD). Double vinyl 12"s/ LPs or CDs count as 2 records, Triple LPs count as 3 records and so on. The weight of any protective packing and the mailer / box itself is included in the price. For an approximate guide, allow 200g for a single 12" and 120g for a 7" or a CD. To estimate approximate costs, please review our shipping price zone tables.

For Worldwide orders up to 2kgs. (approximately 9 records) we use Royal Mail Airmail to send your order. Using their Small Packet rates, this is only available up to 2 kgs only - for larger orders, we use the Parcelforce service, see below. For your guidance, 2 kgs is about nine 12" records. The rates are as follows:

12"s / 10"s / LPs	£3.50 for the first item and £2.20 for additional items
CDs / 7"s	£2.50 for the first item and £1.50 for additional items

NB Please remember that Double LPs / CDs etc are treated as 2 items, Triple LPs / CDs as 3 items and so on. Royal Mail aim to deliver to European destinations within three working days.

For Worldwide orders over 2kgs. (approximately 9+ records) we use the Parceforce International Scheduled service. The cost is calculated according to both the delivery address and the weight of your parcel. Please check the list below to check on the price zone for your country. Depending on your location, orders take varying times to arrive:

Australia & New Zealand	6 days to major cities 7 days to other areas
USA & Canada	4 days to New York and major Canadian cities 5 days to other areas
Hong Kong	3 days
Singapore	4 days
Japan	6 days to major cities 7 days to other areas
Israel	6 days
South Africa	5 days
Argentina	5 days to Buenos Aires 6 days to other areas
Brazil	4 days to Rio de Janeiro and São Paulo 6 days to other areas
Mexico	3 days to Mexico City 4-5 days to other areas

These delivery times are guaranteed by Parcelforce. Your package can be tracked using the Parcelforce tracking service at www.parcelforce.com. A tracking or consignment number is sent to you on the "Order shipped" email confirmation.

Weight calculation
The weight of your parcel is calculated automatically at the checkout. We use average weightings for each type of record / cd (eg 7", 10", 12", cd). Double vinyl 12"s/ LPs or CDs count as 2 records, Triple LPs count as 3 records and so on. The weight of any protective packing and the mailer / box itself is included in the price. For an approximate guide, allow 200g for a single 12" and 120g for a 7" or a CD. To estimate approximate costs, please review our shipping price zone tables.

All orders will be sent with an itemised VAT invoice. When sending orders outside the EU, we are required to send 3 copies of a commercial invoice - this includes all the relevant details for your own countries' Customs authorities. The customer (and not Phonica Records) is responsible for any additional taxes or duties that may be levied by Customs. Most countries allow small packages to pass without charge and you should contact your countries' Customs authorities to find out if there is a local tax threshold for this. However, please remember that VAT will be deducted for all non-EU customers (see the Help / FAQs section).

Parcelforce Zones
United Kingdom (Non-mainland)
Highlands / Islands of Scotland	Zone 2
Northern Ireland	Zone 3
Isles of Scilly, Isle of Man	Zone 3
Channel Islands	Zone 4
Outside the UK
Argentina	Zone 12
Australia	Zone 11
Austria	Zone 9
Belgium	Zone 6
Brazil	Zone 12
Canada	Zone 10
Cyprus	Zone 9
Czech Republic	Zone 9
Denmark	Zone 7
Estonia	Zone 9
Finland	Zone 9
France	Zone 7
French Guiana	Zone 12
Germany	Zone 7
Greece	Zone 8
Hong Kong	Zone 11
Hungary	Zone 9
Ireland	Zone 5
Israel	Zone 12
Italy	Zone 8
Japan	Zone 11
Latvia	Zone 9
Lithuania	Zone 9
Luxembourg	Zone 6
Malta	Zone 9
Mexico	Zone 12
Netherlands	Zone 6
New Zealand	Zone 11
Norway	Zone 9
Poland	Zone 9
Portugal	Zone 8
Singapore	Zone 11
Slovakia	Zone 9
Slovenia	Zone 9
South Africa	Zone 12
South Korea	Zone 12
Spain	Zone 8
Sweden	Zone 9
Switzerland	Zone 9
Taiwan	Zone 12
USA	Zone 10

Shipping Costs by Zone
Weight	Zone 2	Zone 3	Zone 4	Zone 5	Zone 6	Zone 7	Zone 8	Zone 9	Zone 10	Zone 11	Zone 12
2kg - 3kg	£14.00	£9.90	£12.90	£19.90	£21.20	£19.90	£24.50	£29.90	£23.90	£42.40	£49.40
up to 4kg	£14.00	£9.90	£13.40	£23.40	£21.20	£21.90	£26.70	£32.90	£25.90	£45.90	£56.90
up to 5kg	£14.00	£9.90	£13.90	£24.90	£22.20	£23.60	£28.90	£34.90	£27.90	£49.90	£62.40
up to 7.5 kg	£14.00	£9.90	£14.90	£27.90	£25.10	£26.70	£32.90	£38.90	£32.90	£59.90	£76.90
up to 10 kg	£14.00	£9.90	£16.90	£32.90	£29.80	£29.90	£37.90	£46.90	£38.90	£68.90	£90.90
up to 12.5 kg	£14.00	£9.90	£18.30	£34.90	£32.10	£32.60	£40.50	£49.90	£44.90	£77.90	£103.40
up to 15kg	£14.00	£9.90	£19.20	£36.90	£33.10	£34.10	£44.90	£53.90	£48.90	£85.90	£115.90
up to 17.5kg	£14.00	£9.90	£19.90	£38.90	£34.90	£35.90	£45.90	£56.90	£52.90	£95.90	£129.90
up to 20 kg	£14.00	£9.90	£21.90	£39.90	£36.50	£37.60	£47.90	£59.90	£56.90	£103.90	£134.90
up to 22.5 kg	£14.00	£9.90	£22.90	£41.90	£38.40	£40.60	£49.90	£61.90	£59.90	£112.90	£154.90
up to 25 kg	£14.00	£9.90	£22.90	£42.90	£39.90	£42.10	£53.90	£63.90	£63.90	£121.90	£166.90
up to 30kg	£14.00	£9.90	£23.90	£45.90	£44.10	£45.10	£57.90	£70.90	£69.90	£137.90	£194.90

Will I receive confirmation of my order?
Once your order request has been submitted, you will receive an email confirming your order. This will be followed by another email once your order has been shipped. It is important that you check your account for any out of stock items you will not be receiving.

What happens if an item is out of stock?
The stock control system used by Phonica Records is not automatically synchronised with the website. Whilst it is updated several times a day, there may be occasions during busy periods that an item shown on the website will in fact be out of stock. This can be disappointing and it is important that you check what items you will be receiving. You will not be charged for the out of stock item but you should place it on your wish list and we will advise you when the item is restocked.

When will the order be despatched?
All orders received by 4pm will be despatched the same day. Orders received after this time will be despatched the next working day. Orders received after 4pm on Friday will be despatched on Monday.

What if my order does not arrive?
For UK orders, 10 working days must elapse after the initial despatch date before we can consider sending a replacement package. If the order is under £30 and has been sent by Royal Mail, we will require you to contact your local Post Office delivery office to ensure that the item is not awaiting collection. For non-UK customers, 28 working days must elapse after the initial despatch date. Again, please check at your local post office before contacting us.

If your order was sent via Parcelforce you can check its whereabouts using the Parcelforce tracking service at www.parcelforce.com. A tracking or consignment number is sent to you on the "Order shipped" email confirmation. All orders are insured so we can issue a replacement package if a parcel does not arrive. As with Royal Mail 10 10 working days must elapse after the initial despatch date before we can consider sending a replacement package for UK shipments and 28 working days for overseas orders.

Please refer to your "shipment confirmation email" for tracking numbers and carrier information.

Phonica Records reserves the right to refuse to supply further orders to a particular customer or address if repeated losses or non-delivery occur.

What if my order is damaged or faulty when it arrives?
All orders should arrive in good condition and are insured. If any items are damaged in transit, we can issue a replacement copy without charge. Please email us at customerservices@phonicarecords.co.uk. We will replace items that have a manufacturing defect or are damaged in transit with a replacement copy of the same record / cd or we may give you a refund. Please do not send back any records / cds without contacting us first. NB We cannot exchange or accept returns if you do not like a record or you made a mistake when buying. All orders are on a firm sale basis.