Hospital Records

Archive for the ‘FAQs’ Category

Damaged Items

Thursday, May 3rd, 2012

If you are not satisfied with any of the items you have received because they are damaged, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if they are available and you request them. We must receive the item(s) back from you within 28 days of delivery and in the same condition that you received them. We must also receive the items back before we send replacements to you, if that’s what you’ve requested.

Our Mistake

If items are not delivered due to a mistake on our part, you will be completely refunded or sent the package again without extra charge; whichever you prefer. Please note that when you place your order, a label is automatically generated from the address you type into your account details, so you are responsible for getting this right. If you get your address wrong and do not notify us before the order is sent, we cannot refund the postage costs.

If we accidentally send you items that you did not order, we will refund you for them and for the cost of the outgoing postage and packing on those individual items, once you send them back to us. In this instance, there is a Freepost address (for UK customers) that we can give you when you contact us.

If we forget to send you part of your order, we will send it to you free of charge.

Your Mistake

If items are not delivered because you gave us incorrect information, or because your Post Office was unable to deliver the package because there was no-one to receive it and/or no-one came to collect it from the sorting office, you will be refunded for the cost of the items, but not for the postage and packing. We can re-send the items, but you will have to pay the P&P charge again. Please note that when you place your order, a label is automatically generated from the address you type into your account details, so you are responsible for getting this right. If you get your address wrong and do not notify us before the order is sent, we cannot refund the postage costs.

Posted in FAQs

Returns and refunds

Thursday, May 3rd, 2012

Before you return anything to us, for ANY reason, please contact us at shop@hospitalrecords.com. We will deal with your query quickly, but we DO need to know about the problem first. Hospital Records will only refund the cost of you posting returns back to us if we’ve agreed to this before you send them.

You should include a note of your name, order number and a brief explanation of your reason for returning the items. Also – if you are a UK customer – you should ask the Post Office for a ‘proof of postage receipt’. This just proves that you sent the package to us, in case it goes missing on its way back to us. The Post Office will not charge you for this.

Again, please contact us before sending anything back to us, regardless of where you are in the world.

Posted in FAQs

How do I cancel my order?

Thursday, May 3rd, 2012

Our system doesn’t allow you to cancel an order yourself, but if you wish to cancel your order before it has been dispatched, just email us at shop@hospitalrecords.com – quote your order number in the subject field and we’ll take care of it.

Posted in FAQs

Shipping: What happens if my order doesn’t turn up?

Thursday, May 3rd, 2012

If you are concerned that your order hasn’t arrived, the first thing to do is to make sure your order was completed successfully and has been sent to you.

We consider an item ‘lost’ if it has not been delivered 28 days after the posting date. The reason we must wait 28 days is because this is the length of time Royal Mail waits before they accept a package is ‘lost’, so we must also wait before we can claim compensation from them.

In the extremely unlikely event that your package still has not arrived after 28 days, we will either provide you with a replacement order or a full refund, depending on your preference. see the Returns and Refunds tab for more info. Please email us at shop@hospitalrecords.com with your order number in the subject field to resolve any missing orders.

Posted in FAQs

Shipping: Customs and import duty charges

Thursday, May 3rd, 2012

Please note that residents of some countries may have to pay customs or import duty charges on their order. Because these charges are levied by your government and are specific to your country, we cannot tell you how much (if anything) this will be. You are responsible for any customs or import duty charges you may incur. If you choose not to pay these charges, your package will not be released by customs and may be destroyed. In this event, we will be unable to offer you a refund. UK and EU residents will not have to pay any customs or import duties.

Posted in FAQs

Shipping: Delivery methods and times

Thursday, May 3rd, 2012

When your order has been completed, you shall receive an email receipt confirming the details of your order. The following morning, your order will be sent to our warehouse, where your items will be picked, packed and prepared for delivery.

Once your order has been packed, it will be collected by the UK’s postal service – Royal Mail – who collect from our warehouse every day at 2pm. All UK orders are sent by standard First Class mail. Orders from Europe and the rest of the world are sent by standard Airmail. There is no tracking information available on airmail items. Once your order arrives in your country, it is passed to your local postal service, who will deliver it to you in keeping with their standard working processes.

Our offices are open Monday to Friday 10am to 6pm UK time, so if you complete your order after midday on Friday, or on a weekend or Bank Holiday, your order will be picked up by our warehouse on the following Monday.

The following is a rough guide to how long your order should take to arrive:

UK: 1-4 working days
Europe: 4-7 working days
USA / Canada: 7-14 working days
Rest of world: 7-20 working days, depending on location.

PLEASE NOTE THIS IS A GUIDE ONLY AND SHOULD NOT BE INTERPRETED AS A GUARANTEE OF DELIVERY TIME.

Efficiency does vary between different countries’ postal services. Sometimes delivery can be very quick, sometimes less so. International customs can also hold up a package, sometimes for no apparent reason, and in these cases there is unfortunately not a lot we can do to speed things up. See the Customs and Import Duty charges tab for more information.

Posted in FAQs

Shipping Fees

Thursday, May 3rd, 2012

Shipping fees on the Hospital Records shop depend on what you order and your delivery address. The fees are calculated by two pricing tiers. There is a first item price, which covers packaging and handling as well as the shipping, then because we try to ship your items in the fewest packets possible, each subsequent item is at a reduced rate.

We try to be as fair as possible, so you will never pay the first item rate more than once per order. You pay the maximum first item price in your order, then everything else is at the reduced subsequent item rate. For example, if you order a 4-piece LP and a t-shirt, we can put the t-shirt in a parcel suitable for the vinyl, but we wouldn’t be able to put the LP in a parcel suitable for a T-shirt, so that cost is covered.

This might sound confusing, but as long as you have Registered with a Shop account before you start your order, shipping fees will be calculated as you add items to your basket, so you can see how much the shipping will be on-the-go.

The Hospital Records Shop team pride ourselves on our shipping efficiency, and we try to provide you with the best combination of service and price.

For those who want the details, the table below should give you an idea of how our fees are calculated.

UK Europe Rest of World
Item Item 1 Item 2+ Item 1 Item 2+ Item 1 Item 2+
Base Rate
(12″ Single, CD, Accessory etc)
£2.25 £0.90 £2.75 £1.50 £3.39 £1.80
2×12″ Vinyl £2.90 £1.80 £4.90 £2.90 £5.90 £4.40
4×12″ Vinyl £3.90 £3.00 £6.39 £5.50 £8.49 £7.10
T-shirt £2.25 £0.70 £2.75 £1.50 £3.39 £1.80
Stickers £0.90 £0.05 £1.20 £0.05 £1.50 £0.05
Posted in FAQs

Contacting the Shop

Tuesday, May 1st, 2012

Please read the FAQs and make sure you contact us via email before attempting to return any items!

For all shop enquiries, email shop@hospitalrecords.com .

The shop can also be reached by calling the office at +44(0)20 8613 0400 and asking for the shop, or at the following postal address:

Hospital Shop
The Purple Gates
182-184 Dartmouth Road
London
SE26 4QZ
England

If your enquiry relates to an order, please make sure you include your order number in the subject field of your message!

Posted in Contact, FAQs

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