Shipping, Refunds & Returns

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Refunds and exchanges

All sales are final. Due to the nature of merchandise sold, we will only accept refunds and exchanges under the following circumstances:

  1. If you believe you have received a defective product
  2. If you have received the wrong product and it has not been used
  3. If the product you received does not fit and has not been used

If you feel any of these circumstances apply, please contact us. If we cannot exchange it for a similar product, we will offer a substitute or a refund (buyer choice). We do want you to be satisfied with the quality/sizing of your purchase, so if you have problems please let us know.

Exchanges for sizing will be subject to additional shipping charges in addition to return shipping charges. If a defective product is received, we will pay for all costs to get you a quality product.

Tracking orders

If you want a tracking number on anything there is an option to add it at checkout, for a fee.

Please note: We don’t send anything with a tracking number as standard, unless it weighs more than 2kg (about five 12” records).

Pre-orders

If an item is on “pre-order” it means that it is in production and you have the opportunity to pay for it and reserve it. The item’s estimated shipping date can be found on the product page and it will be updated if there are any delays.

IMPORTANT: If you purchase ready-to-ship items along with your pre-order, your order will be fulfilled when the pre-order is ready. If you wish to receive the other items sooner you must place a separate order.

Backorders

If something is on backorder it means it was previously in stock and has been re-ordered from the supplier, so there will be a delay in the arrival of your order.

As with pre-orders if you purchase ready-to-ship items along with a backordered item, your order will be fulfilled when the backorder is in stock again. If you wish to receive the other items sooner you must place a separate order.

Stock availability

MSUO sells on places like Discogs and at festivals, so sometimes there’s a slim chance that something you have paid for has sold out before we can get to your order. For popular items we usually get a re-stock, but you’ll have to wait a bit longer for it to arrive. When there isn’t going to be a re-stock you can either have a refund or choose a different item.

Packaging

We use oversized packaging to send the orders and package everything with maximum care. But if you think that your postman is a fucking moron and is going to play football with your order, please contact us first and we will see what we can do.

Shipping time

Orders are usually shipped within 1-2 working days if all items are in stock.

We usually update the individual product pages with the latest info regarding when the stock is expected, unfortunately we have no control over how long imported goods take to arrive into the UK. We post regularly to Instagram and Facebook with latest news regarding stock delays or other relevant updates.

Be aware of release dates for pre-ordered items before you get in touch about an order, upcoming release dates will be on the product page.

Please allow 12 to 14 days for delivery for international orders (we can’t control the postal services).

Free UK shipping

You’ll get free shipping if you’re in the UK and your order has a value of £100 or more.

International shipping

We ship internationally, cost of postage is calculated at checkout.

If you’re planning on buying a number of items, please check out the international shipping deals page to see if adding a few extra things to your order could help spread the cost of postage a bit better.

Note for EU customers

At checkout, EU customers will get the option to have orders sent from the UK or from Luthuania/EU. Please be aware of the following:

  • Sent from the UK will be the fastest option, but you may incur customs charges in the destination country.
  • Orders to sent from Lithuania/EU it won’t incur a customs charge, but the order may take considerably longer to arrive.

Customs and import tax

Please be aware that items purchased from outside of the UK may be subject to customs duty or tax by your local customs authority. This now includes the EU, unfortunately. We do not calculate customs duties at checkout.

Shipping to Mexico, South and Central America

International orders can take a surprisingly long time to arrive, especially if they’re being sent to somewhere in South or Central America. We’ve had messages from customers who have received orders as much as two or three months after they’ve been sent.

For this reason, all orders to these regions will have tracking as standard. The fee is calculated at checkout.

Combine orders with LVEUM

Some people are aware that we share an office with LA VIDA ES UN MUS, an underground hardcore/punk label which always complain when I don’t take the trash out. You can combine orders if you order from both distros as we keep noticing the same names in lots of boxes.

"How long will it take for my order to arrive?"

Once you place an order you should get a confirmation email (check your spam folder if you don’t get it), once we ship an order you will receive a further email informing you that your order is on its way. From then it is out of our hands.

I don’t have a crystal ball which can tell me when your order will arrive, it all depends on the various postal services. If you’re overseas please be especially patient.

If you live in a location that is not safe for deliveries, please have your item shipped to somewhere which is (eg. place of work). If your package is lost or has been returned to sender, please email us. If your package is stolen, we are not financially responsible.

"Where's my parcel? It's not here yet."

You will receive an email notification when your order has been dispatched. If you’re waiting on a backorder or a pre-ordered item, then our stock delivery may not have arrived yet.

If it’s been dispatched, please be patient. It’s very rare that an order will never arrive.

You can review your order on the Order History section of your customer account, via the My Account page.

If you placed an order as a guest (without an account), you can follow your order via the Order Status page.

"Hey, bro. Where's my parcel?"

Just so we’re clear, if you’ve read and understood everything on this page and you still ask more than twice “Where is my parcel?” and raise a PayPal claim, there’s a high chance you will be banned from placing any further orders with MSUO.

Boring personal data info

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