FAQ

We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us at soundofvinyl@umusicsupportau.com. Someone on our team will reach out to you shortly.

 

PRODUCT

Can I exchange my limited edition item?
Inventory of limited edition items is finite, which sometimes causes issues for replacements should there be an issue with your item being faulty or lost in transit. If your item is faulty or lost in transit, we will try to find a replacement but may need to cancel and refund your order if no replacement is available.

My limited edition order shipped but didn’t arrive due to a shipping error. How can I get my item?
Please refer to “Shipping”.

How can I tell if my product is made-to-order?
You will see 'This product is made to order and will ship separately from other items. Please allow extra time for production & shipping' written in the description of made-to-order products if a flag isn’t visible. This indicates your product is made to order & we work with third parties to produce and fulfil your order on demand.

What sort of packaging do your made-to-order products come in?
All made-to-order apparel items come in compostable eco mailers. Other categories use applicable packaging to avoid damage during transit e.g. for mugs and wall art we use cardboard boxes.

How does shipping work for made-to-order?
We use live shipping rates. Customers can choose between standard & express shipping options for all Australian deliveries. Once your order is ready, you will receive shipping updates from our store.

If you have purchased a mix of made-to-order & standard products, they will arrive separately.

What happens to my shipping cost if I purchase a made-to-order and a regular stocked item?
As your Made-To-Order item will be coming from a different location there are rates associated with where each item is shipping from and you will see a higher rate.

I have an issue with my made-to-order item, what do I do?
Refer to Damaged, Incorrect, or Incomplete Orders

Can I personalise my made-to-order item?
Unfortunately, we can’t offer personalisation at this moment.

How do I access my digital album?
To access your files on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologise for the inconvenience!  

How to access your files on your Android Phone:

  1. To access the album on your phone, follow the link provided and click "Download"

  2. You will then be taken to the downloaded folder and you will then need to click "extract all"

  3. Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format

  4. You can then listen to the album on your phone's music app.

How to access your files on your desktop computer:

  1. Open the downloaded folder (in most cases, the folder name will end with .zip)

  2. Click "extract all"

  3. Once the album is finished downloading, a new folder will pop up with the files in MP3 format

  4. You can then copy and paste the album to your desktop or mobile device.

I live outside Australia. Why can’t I buy or access digital downloads?
Unfortunately, due to copyright restrictions, digital downloads are not available outside of Australia unless otherwise specified on the store.

Can I get a refund on my digital music purchase?
Except where the Australian Consumer Law entitles you to a refund:

  • digital music purchases are non-refundable;

  • all downloadable or streamable music sales are final, complete, and non-refundable; and

  • we cannot refund the portion of your order that contains digital music.

If you have trouble accessing the music, please reach out to us at the email listed above and we’ll help you to access your music ASAP. 

 

ORDERS

Can I cancel or make changes to my order?
If you wish to cancel your order or change your shipping address prior to processing, please use the self-service functionality or contact us at soundofvinyl@umusicsupportau.com and we will review your request. We will make every effort to accommodate your request where possible, subject to the below terms and our Terms of Use.

Please note orders begin processing shortly after purchase, and we are unable to make changes or accommodate cancellations once your order begins processing. An item will be marked on the product page if it is a pre-order item. Please note made to order/print-on-demand products begin processing once the order is placed.

Unfortunately, we can’t change any information on an order (including details like your shipping address, billing information, item, size, or quantity) once the order has begun processing. We also cannot cancel orders if you change your mind after they’ve been processed.

Please remember that all orders are subject to clause 10 of our Terms of Use, unless otherwise stated in the product’s description or order confirmation email.

Once I place an order, when will my account be charged?
You will be charged for your entire order, inclusive of any pre-order items, immediately at checkout. This ensures that your pre-order is reserved for you. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to our customer service team

Can I place an order over the phone?
We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to our customer service team and we’ll do our best to help.

Can I get a different size or colour than what is offered through the store?
If a size, colour, or other variant doesn’t appear online, it is not currently available.  

What happens if you run out of stock of an item I’ve already ordered?
In the rare case when an item runs out of stock after your order is placed or it is otherwise unavailable for any reason, we’ll contact you as soon as possible to let you know and provide you with a refund.

We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to cancel your order for that item and refund any amounts that you have paid us for that item.

If I purchased a bundle am I able to remove an item or items from it for a refund?
No. If you order a bundle and later decide that you do not want one or more items in the bundle, you will need to cancel the full bundle order and purchase the items you do want individually. You must cancel your order before it begins processing in order to be refunded (See “Can I cancel or make changes to my order?” for further details on when you may cancel your order).  

I ordered an item listed as “pre-order.” When will it arrive?
Pre-ordered items are not available to ship at the time of purchase. Estimated shipping timelines on pre-orders are detailed in the product description, at checkout, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are estimates only and are not guaranteed. 

While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

Anything else I should know about pre-orders?
Yes! If you do place a pre-order from our store, please note the following:  

  • Payment is charged immediately at checkout.

  • If you are ordering a pre-order item with an in-stock item, unless otherwise noted, your order will ship when the pre-order item becomes available.

  • Pre-order timelines vary based on the product. Please refer to the product description for estimates on when the item you’re ordering is intended to ship.

  • The date listed on the product page is an estimation based on details from the merchandise provider and can vary depending on demand.

  • Details regarding delays are communicated when information is provided by the vendor. If an update has not been provided, we don’t have the information readily available yet.

 

RETURNS AND EXCHANGES

What is your return policy?
Once we have begun processing your order, we will only provide a refund, repair or replacement product where we are required to do so by law.

When will I receive my refund?
Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days, depending on your financial institution.

My item has arrived damaged, incorrect or incomplete - what do I do?
If your item arrived damaged, or you received an incorrect item, please contact our customer service team with your concerns at soundofvinyl@umusicsupportau.com so we can consider your request for a replacement or refund. Please ensure you have your order number and email address used on the order prepared. Please note we are only able to process a refund or reshipment where we are required to do so by law.  

If we determine that you are eligible for a replacement or refund, you'll need to return the item(s) received before receiving a replacement or refund. This helps us understand what went wrong and helps to make sure we prevent similar issues for you and other customers in the future.

To the extent permitted by law, we are not responsible for any damage to any merchandise once the item has been worn, used, or washed. 

If you request a refund for a damaged item and we determine that the request is valid, we will provide a pre-paid return label to send the item(s) back to our warehouse. Please note we are unable to process refunds for items that are not returned, and unable to accommodate courier services. We may arrange a replacement of the relevant item if available, or give you a refund for the purchase price (including any shipping costs) you have paid us for the product.

Further refund information
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

For further information on our refund and exchange policy, please refer to our Website Terms and Conditions. Our refund and exchange policy provides rights in addition to your rights and remedies under the Australian Consumer Law.

Further information on how to contact us is available at https://thesoundofvinyl.com.au/pages/contact-us

 

SHIPPING

When will my order ship?
In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed.

When will I get tracking information?
You’ll receive tracking info as soon as your package ships, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note it can sometimes take up to 3 days for your tracking link to update. 

How long will it take for my order to arrive, once it ships?
Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted.

International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We unfortunately can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

My item was shipped but still hasn’t shown up. Is it lost in the mail?
Domestic orders – If you have not received your package within 3 weeks after it ships, please reach out to our customer service as soon as possible so we can resolve the issue for you. Except where the Australian Consumer Law entitles you to a refund, you have up to 60 days from the date of shipment to claim your package as lost to receive a refund for your missing item(s), or a reshipment if stock permits.

International orders – If you have not received your package within 6 weeks after it ships, please reach out to our customer service as soon as possible so we can resolve the issue for you. Except where the Australian Consumer Law entitles you to a refund, you have up to 90 days from the date of shipment to claim your package as lost to receive a refund for your missing item(s), or a reshipment if stock permits. 

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to our customer service so we can look into it for you. 

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

What happens if my order is returned to sender?
If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If you do not accept delivery or collect your order from the carrier within two weeks of our first attempt to deliver your order to you, then we may (without affecting any other right or remedy available to use) do either or both of the following:

  • charge you for our reasonable storage fees and other costs reasonably incurred by us; or

  • no longer make your order available for delivery or collection and cancel your order on notice to you, in which case we will refund you any money paid to us in accordance with our returns policy (as set out in our Website Terms and Conditions), less our reasonable administration charges (including for attempting to deliver your order and then returning it to our facility, and any storage fees and other costs reasonably incurred by us. 

This applies to all merchandise orders, including limited edition and pre-order sales. Please note that in the event of an order shipped in parts, we can only refund you for what has been returned to us.

Do you ship to the UK or Europe?
Unfortunately, we do not currently ship to the EU or UK. Please let us know if there’s a specific product you’re after and we will aim to point you in the right direction. We would also recommend signing up to the mailing list as we’ll let you know if there are any future updates.

Why can't I see my country as a shipping option?
We may not be able to ship to certain locations. When this occurs the relevant locations will be excluded from shipping options on checkout, or we will otherwise contact you to make arrangements for cancellation and refund of any orders which may be affected.

My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?
Some carriers will mark a package as delivered before they deliver it. Though unusual, this can happen up to 5 days before an item is delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbours and still don’t have it, please reach out to our customer service and we’ll do our best to help! 

My order is shipping to a country outside of Australia. Will I have to pay customs/import fees to receive my order?
Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility. 

Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.

If customs fees are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase, minus the original shipping charges. If you are unfamiliar with customs fees, please contact your local postal or customs office for more information.

 

PROMOTIONS

What is pre-sale ticket access?
Pre-sale ticket access gives you the chance to purchase event tickets before the general release to the public. Note that due to a limited allotment of tickets and high demand, there is no guarantee that you'll be able to buy tickets to the show using your pre-sale code. Pre-sale codes have no cash value (and are not redeemable for cash) and are non-transferable, case-sensitive, and good for one-time use only. 

How do I get a pre-sale access code?
Getting ticket pre-sale access through the store is typically limited to fans who buy a particular product, or who place an order at a certain time. Please check the storefront and/or applicable product listings for full details on how to get ticket pre-sale access through a shop purchase.

If you’ve placed an order that includes pre-sale access, you will receive your pre-sale access code and the instructions to redeem via email, either in a separate email or included in your order confirmation email. If you did not receive one, please check your spam and/or junk folder before reaching out to us for assistance.

How does it work?
Pre-sale access to tickets will only be available online. Your access code and instructions to access the pre-sale will be sent via email (see “How will I get my pre-sale access code?”), which will include the dates and timing of the pre-sale period. Pre-sale access codes are only valid during the time of the pre-sale period. Only one code per order per customer is allowed.  

How many tickets can I buy on a pre-sale?
It varies depending on the event. Check your email, the ticketing provider (e.g. Ticketmaster), or the storefront for full details.

My pre-sale code is invalid. What should I do?
Please double-check that you are correctly entering your pre-sale code, as it may be case-sensitive. If it still does not work, please contact us as soon as possible and we’ll do our best to help.

No ticket guarantee and refund policy for orders containing pre-sale ticket access?Please remember that pre-sale ticket access does not guarantee tickets (see “What is pre-sale ticket access?”). The pre-sale access code element of an order has no cash value and cannot be returned or refunded. 

Vouchers, discounts & promotions
If you purchase a voucher for yourself or another person, this will entitle the owner to goods and services equal to the value stated on the voucher or the balance of the voucher if it has been partially used. Vouchers can only be spent at our online shop in accordance with our Terms of Use.

Sometimes, we offer discounted prices and promotions on our website. These are at our discretion and may change without notice and are subject to terms as we specify.

Unless otherwise specified, product prices already reflect discounts. All offers (including vouchers and promo codes) are limited to stock on hand; no rain checks are available unless otherwise noted. 

Vouchers and promo codes are valid only for the minimum statutory period or the period stated on them (if any) and can only be redeemed in accordance with any special terms that we impose on the voucher or promo code and clause 11 of our Terms of Use. Please read these carefully for the full list of rules that apply to vouchers and promo codes.

Universal Music Group has the right to end or modify any promotion at any time at its sole discretion. Offers only apply to Australia unless otherwise noted.  

We actively monitor misuse of vouchers/promo codes and reserve the right to refuse deactivate vouchers/promo codes or block any person or account who is not using a voucher in accordance with applicable terms.