1. International Shipping Disruptions
Our shipping courier Royal Mail is continuing to experience severe disruption to their international export and shipping services following a recent cyber incident. They are temporarily unable to despatch items to overseas destinations including the USA.
In order to prevent a build-up of export items in their network and support a faster recovery when normal service is restored, Royal Mail is asking us not to post international items until further notice. Items that have already been sent may be subject to delays.
Many apologies to impacted customers for any disruption this incident is causing.
Need more info? Contact the Lex Shop squad on email@example.com who will be happy to provide assists.
2. UPDATE ON VINYL PRODUCTION & SHIPPING
Many of you who have pre-ordered vinyl from us this year will have experienced exceptionally long waiting times to receive your records.
We appreciate this has been incredibly frustrating, and want to provide some clarity on the situation. Here’s a breakdown of the key reasons behind these delays:
- COVID-19 leading to factory closures, workers being furloughed or forced to isolate, and factories operating at a reduced capacity. This has resulted in smaller output and a large backlog of orders for manufacturers to work through.
- Disruptions in the supply chain of raw materials used to manufacture vinyl records, including a fire at one of the world’s only lacquer master factories and a global PVC shortage.
- Unprecedented demand for vinyl over recent years with no increase in the number of pressing plants, compounded this year by factors like the expansion of Record Store Day and major label represses.
- Brexit meaning that UK plants like the one we use are receiving more orders than ever, as labels look for alternatives to the EU plants they used previously.
These factors combined mean that vinyl lead times have increased exponentially, and records put on order as far back as December last year are only just being pressed this month. We’ve looked into alternative manufacturers in Europe and the US, but the average lead time now appears to be 8 months across the board.
Delivery times have mostly recovered since the initial chaos last year, however there may still be some disruptions due to lockdowns and special measures in certain countries. You can check the status of your country here.
All rates and charges are calculated at checkout, depending on country and weight.
a. DOMESTIC SHIPPING
We use Royal Mail services.
b. INTERNATIONAL SHIPPING
We use Royal Mail services.
c. TRACKED DELIVERY
All packages can be sent via Tracked Delivery, by selecting this option at checkout. If you do not request tracked delivery at checkout, then your order will not be sent with a tracking number.
We recommend tracked for higher value and larger quantity orders.
d. EXPECTED DELIVERY TIME
i. Domestic orders:
parcels should reach you within 2-5 working days of dispatch.
ii. International orders:
Europe: parcels should reach you within 7 to 9 working days of dispatch,
Worldwide: parcels should reach you within 10 to 14 working days of dispatch.
e. SALE SHIPPING
Free shipping discount codes apply for only standard, non-tracked shipping. If discount used and tracked shipping selected, ordered items will be sent on standard non-tracked services.
All returns must be made within 7 working days (excluding weekends and bank holidays) of the receipt of your item from Lex Records.
When returning a product please also contact us by email at shop (at) lexrecords (dot) com and include the following information:
Your Full Name
Name of the product you are returning
Reason for return
Returned parcels that go missing and are not received by us cannot be refunded. For this reason, we recommend you use a recorded delivery option when returning items to us.
If you are returning an item that is not damaged, refunds will only be issued if the returned item arrives with us in the same condition as it was sent out and is still sealed.
Returns address as follows: 77 Fortess Road, London NW5 1AG
5. Missing Delivery
Our courier defines a domestic package as lost when it has not been received after 15 working days have elapsed since its dispatch. International packages will be considered lost after 28 working days have elapsed since dispatch.
If your order has not turned up after this time please contact us at shop (at) lexrecords (dot) com
International packages can sometimes be delayed by customs and can take longer than usual to be delivered. Also check your local Post Office, as packages can often also be held there.
a. Orders Processing
Orders are processed on a Monday to Friday. If an order is placed after 2 pm GMT on a Friday, it will be posted the following Monday.
Confirmation of your order will be sent once payment has been completed and verified. Once your order and package and are process, we will send you a shipping confirmation.
b. Undeliverable Orders
If your parcel is returned to us due to being undeliverable, you will be contacted for an alternative postage address. We will resend the package to this new address but you are required to pay the extra delivery charge for re-postage. We can only repost orders once.
If you decide to cancel your order after it has been returned to us we will not be able to refund the shipping costs.
c. Changing Orders
If you realise you have made an error with your shipping address please contact us immediately at shop (at) lexrecords (dot) com. If the order has not yet been packed, we can adjust the delivery address. We cannot reroute the package once it's been posted and en route.
We cannot make changes to the contents of an order once it has been placed.
d. Special Offers & Sales
Orders that qualify for free shipping will not be sent via tracked delivery however, this delivery option can be requested at checkout.
Products available for pre-order will be dispatched as soon as we have received the product from our manufacturers. Please check the individual product page for the estimated date of delivery.
Orders which include a product on pre-order will be held until the item is ready for dispatch and all items can be sent together. If you wish to receive your other items sooner please send us an email shop (at) lexrecords (dot) com and we will reply with a PayPal request to cover the cost of the extra shipping.
7. Digital Downloads
All our MP3 digital downloads are 320kbps.
All digital downloads will be delivered to the email address used to make the purchase. You will receive an email confirming that you have placed an order and a second email containing the download link for your purchase. In order to receive your download, you must open the second email, and click on the link. You will only be able to access your purchase once, the download will expire after 1 download.
Individual and multiple orders will be delivered in their separate files via a link sent to your email address. The file will be available as a zip as a one time download only.
If you have purchased multiple files, it is advisable to download each one separately in order to avoid any problems such as slow download speed. Occasionally issues can arise, if there is a problem with your digital order, such as a corrupt file, please contact us immediately and we can remove and replace the file. Please also mention the name of the artist and release in your email.
8. Clothing Size Guides
Our t-shirt designs are printed on Stanley Stella, Gildan, Continental, American Apparel and Earth Positive Classic fit t-shirts .
Sizing is a follows:
Stanley/Stella Creator 180 gsm (MF DOOM Mask t-shirts)
Continental No. 3 (JJ DOOM Butter Version t-shirts)
American Apparel (JJ DOOM, Lex Logo & Boom Bip t-shirts
Earth Positive Clothing - Mens Classic T-shirt. (Kid Acne South Yorks T-shirt)