Jacaranda Record Store — Order & Shipping Policy

At Jacaranda Record Store, we take care when packing and sending every order. We use appropriate protective packaging wherever possible to help ensure your records arrive safely and in the condition you expect.

1. Ordering

When you place an order through our website, you will receive an order confirmation by email. This confirms that we have received your order; it does not necessarily mean that your order has been accepted or dispatched.

All orders are subject to product availability and successful payment.

If an item becomes unavailable after you place an order, we will contact you where possible and refund the affected item if we are unable to fulfil it.

For limited editions, exclusive releases, Record Store Day products or particularly high-demand items, we may apply purchase limits. These limits may apply per customer, household, account or delivery address.

2. Dispatch Times

We aim to dispatch all in-stock orders within 1–3 working days of receiving your order.

Orders are normally processed Monday to Friday, excluding UK bank holidays.

During particularly busy periods, including Christmas, Record Store Day and major release weeks, dispatch may take longer than usual.

Once your order has been dispatched, you will receive a shipping confirmation. Tracking information will be provided where the selected delivery service offers tracking.

Dispatch times are estimates and do not constitute guaranteed delivery dates.

3. In-Store Pickup / Click & Collect

Where available, you can choose In-Store Pickup at checkout and collect your order from Jacaranda Record Store.

Please wait until you receive a Ready for Pickup notification before coming to collect your order. Shopify will send this notification once your order has been prepared and made available for collection.

When collecting your order, please have your order confirmation or order number available. We may also ask for the name the order was placed under and/or photo identification.

If someone else is collecting your order on your behalf, please contact us in advance and provide the name of the person collecting it. We may require the order number and the collector’s identification before releasing the order.

Collection Period

You have 3 months from the date of your “Ready to Collect” notification to collect your order. If you’re unable to collect within this time, please get in touch with us and we’ll be happy to help.

After 3 months, uncollected orders may be cancelled and the items may be disposed of. If this happens, please contact us to arrange a refund, where applicable.

Once your order has been collected, we will mark it as picked up/fulfilled.

Pickup Availability

In-store pickup is subject to stock availability at the selected pickup location.

If an item becomes unavailable or we are unable to fulfil a pickup order as expected, we will contact you to discuss the available options.

If your order includes a pre-order, collection will normally only be available once the relevant stock has arrived and the order has been prepared. Release dates supplied by labels, distributors and manufacturers may change.

4. Pre-Orders

Pre-order release dates are supplied by labels, distributors and manufacturers and may change.

We aim to dispatch pre-orders as close as reasonably possible to the official release date. We cannot guarantee delivery on release day.

If a pre-order is delayed, your order will normally remain active and will be dispatched once the stock arrives.

Where an order contains both in-stock products and pre-order products, we will normally hold the order and dispatch it once all items are available.

If you would prefer items to be shipped separately, please contact us. Additional postage will apply.

5. UK Shipping

We currently ship to UK addresses only. We do not currently offer direct international shipping.

Our main delivery provider is Royal Mail, although we may use another delivery service where appropriate.

Available delivery services and charges will be displayed at checkout and may vary depending on the size, weight and destination of your order.

Delivery estimates begin once your order has been dispatched. Delivery times provided by the carrier are estimates and are not guaranteed.

6. Mail Forwarding Services

Customers outside the UK may choose to use a third-party mail forwarding or parcel forwarding service that provides them with a UK delivery address.

If you use such a service, you are responsible for providing the complete UK delivery address supplied by the forwarding company, including any customer, account or reference number required by that service.

Our responsibility for delivery is normally fulfilled once your order has been successfully delivered to the UK forwarding address you provided.

Any onward forwarding, international transportation, customs charges, import duties, taxes, loss or damage occurring after delivery to the forwarding address is the responsibility of you and/or the forwarding company, subject to any rights you may have against us under applicable law.

We cannot accept responsibility for delays, loss or damage occurring after the parcel has been delivered to the forwarding address.

If the forwarding company refuses or is unable to accept your parcel, you should contact the forwarding company directly in the first instance.

7. Delivery Address

You are responsible for ensuring that your delivery address is complete and accurate.

If you notice an error in your address, please contact us as soon as possible. We will try to make changes where possible, but cannot guarantee that an address can be changed once an order has been processed or dispatched.

If an order is returned to us because an incorrect or incomplete address was provided, additional postage may be required before we can resend it.

8. Packaging & Record Condition

We take care to package vinyl records and other products appropriately for transit.

While we do our best to protect your order, the outer packaging may experience minor cosmetic wear during delivery. Minor damage to outer packaging does not necessarily mean that the record or product itself is defective.

If your order arrives significantly damaged, please contact us as soon as possible and provide photographs of the item, packaging and shipping label where appropriate.

9. Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.

Please include:

·      Your order number

·      Your name

·      Details of the problem

·      Photographs of the item and packaging where relevant

·      A photograph of the shipping label where applicable

Please keep the original packaging until the issue has been resolved.

Depending on the circumstances, we may offer a replacement, exchange, repair where appropriate or refund.

Nothing in this policy affects your statutory consumer rights.

10. Missing or Delayed Orders

If your order has not arrived within the expected delivery timeframe, please contact us.

For tracked deliveries, we may need to contact the carrier or raise an investigation before a replacement or refund can be considered.

Where a third-party forwarding service has been used, any issue occurring after delivery to the forwarding address should normally be taken up with the forwarding service.

11. Cancelling an Order

If you wish to cancel an order, please contact us as soon as possible.

We will try to cancel an order before it is processed or dispatched, but cannot guarantee cancellation once fulfilment or dispatch has begun.

Pre-orders may generally be cancelled before dispatch, subject to any product-specific terms and your statutory rights.

For further information about statutory cancellation rights and refunds, please see our Returns & Refunds Policy.

12. Returns & Refunds

Our Returns & Refunds Policy explains your rights and our procedures for cancellations, returns, refunds and faulty or damaged goods.

Nothing in our policies limits or excludes your statutory consumer rights.

13. Exchanges

We may be able to offer exchanges for faulty, damaged or incorrect items.

Change-of-mind exchanges are subject to availability and the applicable returns conditions.

14. Record Store Day & Limited Releases

For Record Store Day products, limited editions, exclusives and other high-demand releases, we may apply purchase limits.

We reserve the right to cancel or refund orders where we reasonably believe that purchase limits have been deliberately circumvented, including through multiple accounts, orders, addresses or other means.

15. Contact Us

If you have any questions about an order, delivery or collection, please contact us:

Jacaranda Record Store
Website: https://www.jacarandarecords.com/enquiry
Email: info@jacarandarecords.co.uk

Please include your order number whenever contacting us about an existing order.

Last updated: OCT 2026