Frequently Asked Questions
My shipping address is incorrect. How do I update it?
We can only update the shipping address on orders that haven’t yet left the warehouse. If you would like to change your shipping address, please email firstname.lastname@example.org with your order number (format: LREUXXXXX) and your updated address.
Why does the shipping page say ‘No shipping rates found for this address’?
Our warehouse has restrictions on the number of large and/or heavy items they can ship in one package. If you see no shipping options available at checkout or on the shipping calculator, this is most likely the issue.
You may have to split your order into two.
Post-Brexit, if I’m ordering to the EU, will I have to pay VAT twice?
All orders ship from the UK. We are now part of the IOSS VAT scheme, meaning that for all new orders shipping to the EU under the value of €150 exc. shipping, VAT will once again be included in the store checkout price.
Depending on the country customers are ordering from, ackages may be subject to customs and import duties. Laced Records has no control over these charges and cannot predict what they may be. Contact your local customs office for further information.
Unfortunately, any orders and pre-orders placed before Wednesday 23rd February 2022 will still be subject to additional VAT and customs in the EU upon delivery.
I’m based outside of the UK. Will I have to pay any customs or import duties?
For ALL orders shipping outside of the UK: Depending on the country customers are ordering from, packages may be subject to customs and import duties. Laced Records has no control over these charges and cannot predict what they may be. Contact your local customs office for further information.
Do you ship to my location?
We ship worldwide, excluding Brazil due to ongoing customs issues.
Do you ship to Brazil?
Unfortunately we can’t ship to Brazil due to ongoing customs issues.
How can I find out what the shipping costs will be for my order?
All shipping costs are calculated and clearly displayed as you go through the checkout process.
You can also use our shipping calculator on the shopping cart page to estimate shipping costs to your address.
Which shipping services do you use?
All orders ship via Royal Mail — tracked and non-tracked.
If you choose a tracked service, your tracking number will be emailed to you automatically as soon as your order is dispatched. Please contact email@example.com if you have any issues.
Our non-tracked option is for customers wanting to save money on shipping. You will still receive an email as soon as your order is dispatched, but there will be no tracking information.
We’ll need to wait at least six weeks since the order was dispatched from our warehouse before we can re-ship any potentially lost goods sent using the non-tracked service.
We may also need the customer to pay for the re-shipment under some circumstances after this time has passed if, for example, the item was returned to us as ‘uncollected’.
My order has shipped. How long will it take to arrive?
UK: 1-5 working days
EU: 5-20 working days
ROW: 10-20 working days
Although the situation has improved in some countries, COVID-19 is unfortunately still impacting global shipping. If you’re concerned that your order has not arrived, please allow an additional 10 working days on top of the estimates above, then email firstname.lastname@example.org with your order number so we can look into it.
Can you change the value on the customs form or mark as a gift?
It’s our legal responsibility to ensure that all customs forms for all international packages list the correct value of your order’s contents by product type. We are unable to change the item value, or mark your item as a gift.
When do I pay for pre-orders? At the time of ordering? Or when it ships?
All pre-orders are charged at the time of ordering to avoid credit card or bank account surprises in future.
What do I do if my order arrives damaged?
Any defective product or parts of products can be exchanged. Simply take a photo or video of the defective item or items and email it to email@example.com, including a comprehensive list of all damaged parts.
• Full name
• Address (including post/zip code)
• Telephone number
• Order number (format: LREUXXXXX)
Our customer service team will get in contact regarding an exchange for only an exact copy of the defective item.
Please note: we will not replace damaged shrink-wrap.
Can I get a refund before my order ships / How do I return an order for a refund?
You can cancel your pre-order at any time for a full refund up to 24 hours before your order ships. After this time it will be subject to the below conditions.
You may return any items for a full refund within 30 days of receiving your order as long as they are in mint condition and in all the packaging they arrived in.
Please note: it is the responsibility of the customer to cover any costs associated with the return of products to Laced Records for refund.
All items should be returned with a note that indicates your order number and the reason for the return. Please wrap the package securely. For your protection, we recommend that you use tracked shipping if available.
Please send returns to the address below, and email firstname.lastname@example.org with your order number and any tracking information:
3, Whitworth Road,
We will notify you via email of your refund once we have received and processed the returned item.
Refunds will be credited to your account within approximately 10 business days from the date the return is received at our warehouse. The credit may be reflected in your account on your next statement depending on the issuing bank and/or billing cycle.
If you receive your order damaged, you will have the option to get a refund or have a replacement/replacement parts sent to you.
My disc is warped, is that normal?
Warped records are quite common and should not interfere with your listening enjoyment.
However, if the warping touches the tonearm of your turntable, makes the audio sound wobbly, or otherwise impairs the sound of the record, we will replace your copy.
My record skips, is that normal?
Records shouldn’t skip, click or get stuck. If yours does, try the following steps:
• Check your tonearm is balanced correctly. There will likely be a detailed YouTube video relating to your turntable.
• Check your playback setup. What kind of turntable are you using? Entry-level and suitcase-style turntables can struggle to play a heavyweight vinyl. We recommend upgrading where possible (Pro-Ject turntables are great.)
• Records are made in an industrial setting and some dust may get onto the record prior to shrink-wrapping. Gently cleaning an LP with a soft cloth, brush or vinyl-specific cleaning machine should do the trick.
If none of these steps work, please contact our team at email@example.com.
What if I receive the wrong product?
Any order with the wrong product enclosed can be exchanged for the correct product at no cost. Please contact firstname.lastname@example.org and include:
- Full name
- Address (including post/zip code)
- Telephone number
- Order number (format: LREUXXXXX)
Our customer service team will get in contact to arrange for an exchange.
What happens if my order has a pre-order item and an in-stock item in it?
Orders are only shipped once all items are in stock. None of the items will be shipped to you until all the pre-order items in your order have arrived at our warehouse.
When I pre-ordered, it said it would ship in X month, but that’s nearly passed. When will my product ship?
Your order might still ship during the last week of the month, and you will receive an automated shipping confirmation once your order is packed and ready to leave our warehouse.
Unfortunately, vinyl manufacturing is prone to delays. If it looks like your order will be affected by a delay, we inform you as soon as we can by email.
I bought one of your products from Amazon, etc., and it’s damaged. Can I get a replacement or refund?
No. We can only process returns and refunds for items purchased from our store. If your item was purchased from a third-party retailer (e.g. Amazon) you will need to contact them directly for a replacement or refund.
What’s the difference between a ‘pre-order’ and something that’s just in stock?
A ‘pre-order’ is an announced product available for purchase that is still being manufactured and not yet in stock. All pre-order items are clearly labelled at the top of the respective product pages, with the estimated shipping month listed in the product description.
If you pre-order a product, we will contact you a few days before the stock reaches our warehouse in case you might need to change your shipping address.
When your order is on its way to you from our warehouse, you will receive a shipping notification via email.
I see Laced Records has two websites, which should I use?
Laced operates two web stores, which correspond to our two warehouses:
• lacedrecords.com (with an ‘m’) for US and Canada-based customers (US warehouse)
• lacedrecords.co (without an ‘m’) for all other territories (UK warehouse)
The websites should automatically redirect site visitors from one to the other if they visit the wrong site. This is important, because if you try to order from the incorrect site, you may be charged significantly higher shipping fees, as well as customs duties.
If you use a VPN, this may confuse the geo redirect, so please ensure you are using the correct website if you plan on purchasing something.
How long are your pre-order windows?
Unless we explicitly state otherwise, we don’t run set pre-order windows that finish on a particular date.
How many copies do you press?
Unless we explicitly state that a pressing is limited in number (e.g. limited to 500 copies), we typically choose not to share how many copies are available — or that information isn’t yet determined at the moment of announcement.
Typically, our Limited Edition pressings sell out in a few weeks to a few months, with a small amount of overstock becoming available once the product has shipped and replacements are accounted for.
What does ‘Limited Edition’ actually mean?
A Limited Edition ‘variant’ refers to a unique disc colour combination (or ‘colourway’) that will only see one pressing, and is exclusively sold through the Laced Records stores (lacedrecords.com for US and Canada; lacedrecords.co for outside the US and Canada.)
Once that pressing is sold out, that variant or colourway will not be repressed (hence ‘limited’.) However, that vinyl set might see a Standard Edition (black disc) repress, or additional exclusive/limited editions in future.
Our philosophy is that, where possible, the first pressing should be the most special in terms of disc design.
What does ‘Exclusive Edition’ mean?
This refers to a colour variant exclusively sold through the Laced Records stores (lacedrecords.com for US and Canada; lacedrecords.co for outside the US and Canada) but that might be repressed if it sells out (unlike a Limited Edition.)
What does ‘Standard Edition’ mean?
This refers to the version of a vinyl set with traditional black discs. We use this term to differentiate where there might also be a limited or exclusive edition available. Standard editions are typically also available via third-party retailers.
Will XYZ vinyl come back on sale?
We will periodically check our warehouse for extra stock that is able to be put back on sale — as well as excess stock that is no longer needed to be held in reserve once a pressing has shipped.
Where we think people would like some notice (for instance for a sought after Limited Edition) we will announce an overstock on-sale date and time via social media (Twitter, Instagram and Facebook) and our email
newsletter (sign up.)
Will XYZ vinyl be repressed?
We’ll never repress a specific Limited Edition variant, but it’s possible anything else in our catalogue might get a repress one day! Sometimes it’s not as simple as ‘just repress XYZ’ though…