Moonface Records Ltd – Delivery Policy

Last Updated: 11 July 2026

Moonface Records aims to dispatch every order promptly, securely and with the same care we would expect when ordering records ourselves.

This Delivery Policy explains how we process, dispatch and deliver orders placed through our website.

Please read this policy alongside our Terms & Conditions and Returns & Refunds Policy.

1. Delivery Destinations

Moonface Records currently delivers to the destinations shown during checkout.

If delivery to your location is unavailable, you will be notified before your order is completed.

As our online store develops, additional destinations may become available.

2. Delivery Charges

Delivery charges are calculated during checkout based on:

your delivery address;
the size and weight of your order; and
the delivery service selected.

Any free delivery promotions or spending thresholds will be clearly displayed on our website and may be amended or withdrawn at any time.

3. Dispatch Times

We aim to dispatch all in-stock orders within 1–2 Working Days.

Orders placed after business hours, at weekends or on public holidays will begin processing on the next Working Day.

During particularly busy periods, including:

Record Store Day;
Black Friday;
Christmas;
major release weeks; or
promotional events,

dispatch may take slightly longer.

If we expect a significant delay, we will contact you where reasonably practicable.

4. Delivery Times

Estimated delivery times begin after dispatch, not when an order is placed.

Delivery estimates are provided in good faith but cannot be guaranteed.

Delays occasionally occur due to circumstances outside our control, including adverse weather, courier disruption or supplier delays.

5. Pre-Orders

Products marked as Pre-Order are not yet available for dispatch.

Release dates are set by record labels and distributors and may change without notice.

If a release date changes, your order will be dispatched as soon as reasonably possible after stock is received.

Where manufacturers reduce retailer allocations, we may unfortunately be unable to fulfil every pre-order.

In such cases, affected customers will receive a full refund using their original payment method.

6. Orders Containing Pre-Orders

Where your order contains both:

in-stock items; and
pre-order items,

we may either:

hold the order until all items are available; or
dispatch available items separately where operationally appropriate.

If you require in-stock items immediately, we recommend placing separate orders.

7. Packaging

Every order is carefully packed using packaging appropriate for the products being shipped.

Our aim is to ensure products arrive in the same condition in which they leave us.

Packaging materials may include:

purpose-made vinyl mailers;
cardboard stiffeners;
protective sleeves;
bubble wrap or other protective materials where appropriate.

We continually review our packaging to balance protection with environmental responsibility.

8. Delivery Address

Please ensure your delivery address is accurate before completing your order.

Moonface Records cannot accept responsibility for delays or failed deliveries resulting from incorrect or incomplete address information supplied by the customer.

If a parcel is returned because of an incorrect address, additional postage charges may apply before the order can be re-sent.

9. Tracking

Where a tracked delivery service is selected or included, tracking details will normally be provided in your dispatch confirmation email.

Tracking updates are provided by the delivery company and may not appear immediately after dispatch.

10. Missed Deliveries

If delivery cannot be completed because:

nobody is available to receive the parcel;
collection deadlines are missed;
access to the property is unavailable; or
delivery instructions cannot reasonably be followed,

the delivery company may attempt redelivery or leave instructions for collection.

If a parcel is returned to Moonface Records, we may ask you to pay any additional postage costs before re-dispatching your order.

11. Damaged Deliveries

If your parcel arrives visibly damaged, we recommend that you:

photograph the parcel before opening where possible;
retain all packaging materials;
inspect the contents promptly; and
contact Moonface Records as soon as possible.

Providing photographs helps us investigate the issue with the delivery provider, although it does not affect your statutory rights.

12. Lost Deliveries

If you believe your parcel has been lost, please contact us promptly.

Before treating a parcel as lost, we may ask you to:

check tracking information;
check with neighbours or household members;
check any nominated safe place; and
allow sufficient time for delayed deliveries.

Where appropriate, we will investigate with the delivery provider and arrange a suitable resolution in accordance with UK consumer law.

13. Manufacturer Delays

Many of the products we sell are supplied by record labels and distributors.

Occasionally, manufacturers may:

delay release dates;
postpone shipments;
reduce allocations;
withdraw products.

Where this happens, we will update customers as soon as reasonably possible.

Such delays are outside Moonface Records' control.

14. International Deliveries

Where international delivery is offered, customers are responsible for:

import duties;
customs charges;
local taxes; and
any additional fees imposed by their destination country,

unless otherwise stated.

International deliveries may also be subject to customs inspections, which can extend delivery times.

Moonface Records has no control over customs processing or charges applied by overseas authorities.

15. Risk

Responsibility for the Goods passes to you once they have been successfully delivered to the delivery address provided or collected by you or a person authorised to receive them.

Ownership of the Goods remains with Moonface Records until full payment has been received.

16. Contact Us

If you have any questions regarding delivery or an existing order, please contact Moonface Records using the contact details provided on our website.

Please include your order number where possible so that we can assist you more efficiently.