S.A.M. - Hit You With My Phone

Processing Times

We will aim to package up and post your items within 1-2 business days (not including weekends or bank holidays) of receiving your order. Please note that this may take us slightly longer during exceptionally busier times, but we will do our best to ensure that you get your record(s) as soon as possible. 

Mystery boxes

As mystery boxes are curated to order, please allow up to a week whilst we build your box.

Shipping Rates and Delivery Times

Shipping prices are dictated by weight. We take extra care in packaging your records to ensure they arrive safely. All records will be shipping in sturdy, protective packaging, including record mailers, where appropriate, to avoid any damage in transit.

UK

All orders to UK customers will be sent via Royal Mail. You have the option of Royal Mail Tracked 48 or Royal Mail Tracked 24. 

We offer free UK shipping on orders over £65.

EU

All EU orders are sent fully tracked and insured. The customer is responsible for dealing with any import VAT and/or charges and the point of import. We strongly recommend that customers check their local import regulations prior to placing an order, as these charges can vary depending on the country and order value. 

If parcels are returned to us and a refund is requested, any additional courier charges (including shipping costs) incurred will be deducted from the amount repayable. We recommend settling import charges as soon as possible to avoid the risk of your parcel being returned.

Please note that delivery times for international orders may vary.

In some events we may use a different courier for international orders, depending on the destination and price. If you would prefer to use a certain courier for your shipment, please contact us and we can arrange this. If choosing an alternative courier incurs extra shipping charges, the customer will be responsible for these charges. 

ROW

All ROW orders are sent fully tracked and insured. Please be aware that shipping price does not include any applicable taxes or import charges, and you will be responsible for settling these, should they arise. We strongly recommend that customers check their local import regulations prior to placing an order, as these charges can vary depending on the country and order value. 

If parcels are returned to us and a refund is requested, any additional courier charges (including shipping costs) incurred will be deducted from the amount repayable. We recommend settling import charges as soon as possible to avoid the risk of your parcel being returned.

If items are returned to us due to failed payment of charges, we will be unable to refund shipping costs. 

Address Accuracy

Please ensure that your shipping address is accurate before competing your order. We cannot be held responsible for any errors in the shipping address that may result in delays or even lost parcels. 

If your parcel is returned to us due to inaccurate shipping address, the customer will be responsible for additional shipping charges to re-send the parcel. 

Lost or Damaged Items

If your item arrives damaged or is lost in transit, please contact us at amie@waxmerchant.co.uk within 2 days of receiving your order, or the date your order was due to arrive on. 

Condition of Records

All records sold are new stock copies and are sourced directly from official distributors and labels. Occasionally, a small number may have been carefully played once for promotional use or demonstration at one of our pop-up events.

Any record that’s been previously played is visually inspected and play-tested before shipping.

In the unlikely event that you have received a record that is damaged please reach out to us, either by DM or by emailing amie@waxmerchant.co.uk.

Refund and Return Policy

At Wax Merchant, we strive to ensure our customers are satisfied with their purchases. However, if you are not satisfied with your purchase, please review our refund and return policy below:

Eligibility for Returns

Please contact us within 14 days of receiving your order to initiate a return. Returns requested after this period will not be accepted.

Returned records must be in the same condition as received and include all original packaging. All returned items are inspected upon receipt, and if a record shows damage that affects its resale condition, unfortunately we won’t be able to issue a refund.

Return Process

Contact us via email at amie@waxmerchent.co.uk with your order details and reason for the return. Once approved, we will provide instructions for returning the record.

We recommend shipping the item back to us using a tracked and insured shipping method to ensure safe return. Royal Mail Tracked 48 will insure the contents up to a certain value, therefore, please check this amount covers the contents of the parcel before sending. Any items lost via the postal system will not be our responsibility, therefore we strongly recommend using tracking to return any items.

If you need to return a record because it is damaged or not as described, we will cover the return shipping costs. Please note, we will only reimburse shipping fees up to the cost of Royal Mail Tracked 48 (standard service). If you choose a more expensive shipping option, we will reimburse only up to the equivalent Tracked 48 rate.

If you're returning records to us from outside of the UK, please ensure the parcel is clearly marked as “Returned Goods” to avoid customs charges. Any customs fees or import duties incurred due to incorrect labelling will be the responsibility of the sender.

International customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. In such cases, please contact us before arranging the return so we can confirm whether we will cover the return postage and advise on the appropriate shipping method.

Mystery/ Bargain Boxes

Unfortunately we can't offer partial refunds on mystery boxes for specific records. However, if there are any issues in terms of the quality of the records, or if an item is damaged, then the above process and policy will still apply. 

Return Shipping Costs

Customers are responsible for return postage costs unless the return is due to our error or a damaged item.

If the record arrives damaged, or if we sent the wrong item, we will cover the cost of return shipping. In such cases, please provide photographic evidence of the damage or error.

Refunds

Once we receive and inspect the returned item, we will notify you of the refund status.

Approved refunds will be issued to your original payment method within 7 working days. Please allow a couple of days for the return to show in your bank once it has been initiated at our end.

Shipping costs from the original order are non-refundable unless the return is due to our error or a damaged item.

If you have any questions about our refund and return policy, please contact us at amie@waxmerchant.co.uk. We’re here to help!