FAQs

I HAVE PRE-ORDERED A TITLE BUT IT HASN'T ARRIVED YET

For Pre-Order items an expected release date for each title can be found on the title page please check this date for the most up to date information.

Please note that we are not able to offer accurate updates on pre-order titles as these dates are subject to constant change from labels, distributors and pressing plant delays that is outside our control.

I think my parcel should of arrived by now, please can you give me an update on my order?

Our warehouse is operating as normal however we are seeing constantly changing and severe local postal service delays. In some severe cases this is up to 4 weeks for shipping to parts of the US, Canada and Australia as well as accross the world due to COVID-19.

Please allow for delays to your orders in this uncertain period of time. 

For orders shipped via Royal Mail you can check your tracking number on the day of delivey to see if delivery has been successful or not. In the case that delivery has not been successful it will be available to pick up from your local delivery office.

Can you give me a tracking number for my order

Please note that orders shipped via Royal mail are untracked (expect for on the day of delivery). Only orders shipped via courier are able to be tracked.

If you have selected couriered shipping at checkout your tracking details will be sent with your shipping confirmation email.


Please note that we cannot provide accurate delivery updates for orders shipped via Royal Mail as this shiping method is untracked.

Why doesn't my Royal Mail tracking number work?

Please note that Royal Mail is not a tracked shipping method.


For orders shipped via Royal Mail you will only recieve an update on the day your delivery will be attempted. 

Only on the day of delivery will your tracking number be active. If your order is unsuccesful you will be notified and be able to collect your parcel from your local delivery office.

Please can I update my delivery address?

It isn't always possible to change delivery addresses before parcels ship from our warehouse.

It is possible to change shipping addresses for pre-order titles at least a week in advance of release. Please contact our team here

IS IT POSSIBLE TO SPLIT OR MERGE MY ORDERS

Unfortunately it isn't possible for us to split or merge orders due to our warehouse management system.

MY RECORDS HAVE ARRIVED DAMAGED OR WARPED

We are sorry to hear that your records have arrived damaged. Please send photos of the damage to our customer service team here and we will work to resolve this as soon as possible.


Please hold onto your packaging as this is the easiest way to return your parcel to us.

I still have an issue

Please make sure you have read through our FAQs to make sure your question hasn't been answered by the above.


You can contact the Lobster Records team via email here