FAQS

Can I update my shipping address?

Yes, as long as your order hasn't shipped. Email your updated address to

customerservice@kartelmusicgroup.com

Where do you ship from?

All our stock ships from the UK, an unfortunate consequence of Brexit is that orders entering the EU from the UK may now incur additional customs duties.


Please check with your local postal service for an estimation of these costs.

Do you have a returns policy?

Any product or parts of products that arrive damaged can be exchanged for an undamaged copy or a refund. 

Please take a photo or video of the defective item or items and email it to customerservice@kartelmusicgroup.com, please include a list of all damaged parts.

Please include:

• Full name

• Address (including post/zip code)

• Order number 

Our customer service team will then get in contact.

If you are returning a product, we will withhold reimbursement until we have confirmation the goods have been returned or until you have supplied evidence of having sent back the goods via special/tracked service, whichever is earlier.

When will my order arrive

  • Vinyl, CDs and Tapes will be shipped within 3 days after placing your order.
  • Merchandise can take up from 5 to 8 working days
  • UK Customers - please allow up to 7 working days 
  • EU / International Customers -  Please allow up to 14 working days 
  • If you have paid for tracked delivery, your tracking number should be included on your order confirmation email. If you are unable to find it, please contact customerservice@kartelmusicgroup.com for your tracking number

My order hasn't arrived, what do I do now?

If you have not received your order by the time frames above, please contact us for an update customerservice@kartelmusicgroup.com