FAQ

Q: Where do you ship?

A. All our items ship worldwide. If you are in the US/Canada make sure you are purchasing from the www.lacedrecords.com store and for everywhere else make sure you are at www.lacedrecords.co

 

Q: What are the estimated shipping costs?

A. All shipping costs are calculated at checkout.

All orders will ship from our UK fulfilment house via Royal Mail 1st Class post. Some items may ship from the US for orders placed on the US store and will be clearly marked on the production description.

 

Q: Do you provide tracking?

A. We don’t currently offer a tracked service, but we are exploring options. Some items if shipped from the US will have tracking. Any items that ship from the US will be clearly marked on the production description.

 

Q. What about shipping orders over 2KG?

A. All orders over 2KG for every territory will need to be shipped as separate orders. Customers are able to place orders up to a total of 4KG. For any orders over this weight please contact our support team to place a custom order. Please note that orders above 2KG will automatically go into the 2KG-4KG shipping category and will be charged as an additional order. Shipping will automatically calculate itself on orders under 4KG on the checkout page.

 

Q. Will there be any customs and import charges?

A. International orders may be subject to customs and import duties depending on your country of origin.  Additional charges for customs clearance must be borne by you; Laced Records has no control over these charges and cannot predict what they may be. Contact your local customs office for further information.  Customs forms for all international packages require the listing of the value of your order’s contents by product type. Orders will be listed by Laced Records using the aggregate purchase price in U.S. dollars (US Store) and Euros (ROW Store) of all of the items in a particular category.

 

Q: What are the estimated shipping times?

A. If items are shipping from the UK:

UK: 3-5 working days
EU: 3-10 working days 

ROW: 7-14 working days

If you place your order on the US store and the items are able to ship direct from the US they will usually take around 3-5 working days. Please note any products that ship from the US on the US store will be clearly marked on the product description. If not, these items will be shipping from the UK.

 

Q: What is your return policy?

A: Within 30 days of receipt of your order, you may return any of the following items under the stated conditions:

- Any unopened media (CD/Print/Merchandise) will be granted a full refund of the purchase price upon return of goods to our warehouse.
- We operate a no returns policy on vinyl once shipped (Unless goods are delivered damaged) Refunds for vinyl can be made up to 24 hours before the products ship on pre-order items.
- Any defective merchandise of any kind can only be exchanged for an exact copy the defective item.
- Any order with the wrong product enclosed can be exchanged for the correct product.


All items should be returned with a note, which indicates your order number and the reason for the return.  Please wrap the package securely.  For your protection, we recommend that you use package tracking (if available). You will be reimbursed your return shipping cost in the form of store credit, only for items being returned due to our error, (defective product or wrong product sent).  Please send returns to:

Returns:

Townsend Music
Unit 4 & 5 Iridium Close
Burnley Bridge Business Park
Burnley
BB12 7EJ 

We will notify you via e-mail of your refund once we have received and processed the returned item.  Refunds will be credited to your account within approximately 10 business days from the date the return is received at our warehouse.  The credit may be reflected in your account on your next statement depending on the issuing bank and/or billing cycle.  Please note that we can only process returns and refunds for items purchased from Lacedrecords.com and lacedrecord.co. If your item was purchased from a 3rd party store, please contact them for a replacement or refund.

 

Q: What is the pre-order process and refund policy?

A: All pre-orders are charged at the time of the order.  Unless otherwise indicated on the product page, any pre-order is fully refundable up until 24 hours before release/shipping date, at which point the product may have shipped.  Once a pre-ordered product has been shipped, it falls under the general 30 day return policy listed above.  Any defective merchandise of any kind can be exchanged; simply take a picture of the defective item and send to hello@lacedmusic.com (include first and last name, address (including zip code), telephone number and order number (if available) and customer service will be in contact regarding an exchange for only an exact copy of the defective item).  Any order with the wrong product enclosed can be exchanged for the correct product at no cost. Please contact hello@lacedmusic.com (include first and last name, address (including zip/postal code), telephone number and order number (if available)) to arrange for exchange. 

 

Q: How can I get in contact with Laced Records with problems, questions or suggestions? 

A:  For all product inquiries, please email: hello@lacedmusic.com (include first and last name, address (including zip/postal code), telephone number and order number (if available).  

For general questions or comments, please don’t hesitate to contact us at: hello@lacedmusic.com