SHIPPING POLICY

Every item in our store is shipped on a tracked service, whether UK or international. This enables us to check on your items at any point of the delivery process, and reduces valuable or limited-edition items getting lost in the post. We know shipping, especially international, can be expensive, and we will always combine shipping to make the costs of getting your items to you as low as possible, as well as include extra value free items exclusive to this store when available or appropriate.

We expect all UK orders to be delivered within seven working days and internationally within twenty working days, but often sooner.

If an item is returned to us because delivery to you has been attempted, but it has not been collected from your local carrier’s depot, we will store the item for 3 months and inform you if it has arrived back with us. The appropriate cost for re-shipping the item(s) to you will be charged back to you.

We are now members of the IOSS scheme (IM3800028591), so EU customers will not have to pay incoming local VAT and customs charges.  If you are charged any fees in error, please contact support@softcell.co.uk and we will do all we can to help.

Outside the UK and EU, please note that shipping items to international destinations may be subject to import duties and other charges, sometimes depending on total order value. We have no control over any import charges levied, and these charges are specifically not included in our postage costs. Please check your country’s import policies if in any doubt, as we cannot be held responsible for any further charges made locally which are beyond our control.  PLEASE DO NOT ORDER IF THIS IS AN ISSUE FOR YOU.

ORDERS

You will get email confirmation from the Soft Cell store with details of your order immediately after your purchase(s). You will also receive an additional email from the Soft Cell store once your order has been despatched with tracking information where appropriate.  Please check your junk mail for these communications before contacting us.

If a pre-order item is included in your order then all items will be dispatched on the same day, as we are unable to split orders. Please order any already in stock items you would like dispatching individually separately.

Please note also that for all sorts of reason we cannot guarantee that a pre-order will arrive at your home on the release date. Timely delivery depends on a number of factors including when our stock arrives, the postal system, chart eligibility dates, union strikes and many other factors. We will always keep you up to date if there are any unforeseen delays.

PAYMENT

We accept all major debit and credit cards, Apple Pay, Google Pay and Paypal (reluctantly).  To keep our costs down, so we are able to offer the best possible value to all our customers, please consider avoiding Paypal for your purchase.  All prices include UK VAT at 20%.

CANCELLATION POLICY

Please note that we can only accept cancellations up to 28 days after the date of the original order, and we reserve the right to charge a minimum fee of £5 per item for any order cancelled, depending on the original order amount, which will be subtracted from your refund total.  This covers merchant refund charges and our own staff administration costs.  Any order that includes an immediate download as part of the sale unfortunately cannot be refunded at any point.  Refunds are made within seven working days of the acknowledgement of the cancellation.

If you change your mind and wish to return your item(s) once received, please do so to our address on the shipping label within 28 days of receipt. You are responsible for the safe return of the item back to us in perfect sealed condition. We will refund your purchase(s) minus the cost of P&P and merchant charges, plus our own administration costs of £5 per item.

If you item is damaged or faulty, or a rare mistake has been made with your order, please let us know immediately at shop@softcell.co.uk and we will do all we can to help.  If the item is faulty, we will need it sent back to validate and claim a credit back from the relevant record company.  It is your responsibility to send the item back to us safely, and cover the costs of doing so, in the same way as if you bought a faulty item from a physical store, you would have to bear the cost of returning it to the store.  In turn, we will cover the cost of shipping the replacement as well as the shipping.  If we send you the wrong item, naturally we cover all costs. Unfortunately, we cannot consider replacements for any reason after 28 days of your receipt.  While we understand any issues can be frustrating, we ask you to always be kind to our staff and refrain from posting complaints on social media platforms as we can inevitably access and deal with your problem much quicker if you email us directly.  Any threats or abuse will be reported to the buyer’s ISP, the buyer being banned from buying from us and other online stores, and being blocked from our social media and newsletter, as well as their details provided to the police if appropriate.

Please only order from the Soft Cell store if you accept these conditions, and are completely sure you want to make the purchase(s). This does not affect your statutory rights. We appreciate your understanding.