FAQ

Where is my order?

We are a humble, independent label and our European mail-order department, is generally speaking just one person. As such we ask for your patience, especially in the case of big releases which can take longer to process.

Orders are generally shipped out twice a week and delivery can take up to 10-14 business days. A confirmation email will be sent once your package has been shipped.
If you have paid for tracking you will receive your tracking information in a separate email.

Summertime and the weather is easy: Things to take a little longer.
End of the year: Things take a little longer.
Bad weather: Things take a little longer.
Sales: Things take a little longer.

If you have placed a pre-order, please double check the website for the expected delivery date.

We try our best to get your shipment out by the date promised. However, manufacturing delays, customs and shipping are all quite fickle and we can’t always meet the dates mentioned on the site. We kindly ask your patience and understanding. Please do check our social media as we generally post an image when a certain title has shipped.

One thing that we’ve noticed recently, is that sometimes, delivery notices that are left in mailboxes tend to get lost in between all the junk. If your order has shipped and you haven’t received it within the 10-14 business days period mentioned above, do check your local post office if there are any orders from SLRE as this is the shipping name we use on our packages, your order might be waiting for you there.

Still not there? Mail us ASAP, do not wait. Believe it or not, some folks wait months (in one case a year) before getting in touch with us.

Please do not contact us via social media with any questions regarding your order. Your request will get lost in the shuffle and more than likely will not be answered in time. Please email us mailorder@southernlordeurope.com.

What are your shipping costs

Shipping costs vary per region/country and weight. Place the products you wish to purchase in your shopping cart, and the shipping price will be calculated for you at check out prior to you paying. Should we overcharge you we will refund you. It might 2-3 weeks, but we will.

Priority Parcel
Standard shipping method with no tracking code.

Parcel Plus
Tracking via courier and you can see the progress of your order as it moves from warehouse warehouse/land to land.

Where do we not ship to

Unfortunately, there are certain places we will not ship to as the costs can be prohibitive. We want to make sure we give you an accurate shipping quote, so if you live in the following locations (Iceland, Guernsey, Jersey, Isle of Man, Baleares, Canary Islands and Malta) please contact us and let us know what you’d like to order. We will email you a final price including shipping etc. Once you have agreed to the price offered by us, we will send you a payment request via PayPal, As soon as your payment has cleared we will ship your order within the next 72 hours weekends and holidays not included.

If you live in Europe and cannot find your country in our drop down menu, it means that we will not ship there unless you contact us. Put it this way, we can always find a solution but it has to be agreed upon by both the customer and Southern Lord Recordings Europe/SLRE

Under no circumstances, will we ship to any overseas territories such as Canada, Mexico, Australia, Japan, the USA, Africa etc etc. If you reside in any of these territories, please check the US store.

Cancellation policy and change of address

As long as the order has not already shipped, we can cancel your order.  If your order has already shipped, you can refuse the package [easiest] and it will be sent back to us, then we’ll treat it like a returned order. Please give us a shout if this is your plan! That way, we will be able to handle your return much faster when it arrives back in our hands.

If you have entered a wrong address during the ordering process, please get in touch with us ASAP with “wrong address” in the subject field as well as your order number. We will do our best to get to your order and make sure it ships to the correct address.
If your order has already shipped then we will have to wait until it gets back to us. That can take some time so your patience will be tested.

Do you have a tracking number for my order?

Unless you selected the higher rate shipping option with tracking then unfortunately, no.

Import duties

We have no control over those so unfortunately those will have to be borne by you. Please do not ask us to declare a lower value.

Payment options

Paypal: Easiest and fastest way to get it done.
Credit cards: We do accept credit card but they must be processed via Paypal.
Bank transfer: This takes one or two business day to process/clear depending the banks.
Note: If you have placed an order and selected the payment via bank transfer, please pay within 2-4 business days. Orders that have not been paid within 10 business days will be canceled.

Refunds
Depending the nature of the refund, it is processed within five (5) business days.

Sales

We have a sale twice a year. generally speaking in February and in November. Items that are on sale are sold as is. Some item might have slight damage but the vinyl and CD’s are minty fresh.

Exclusivity

We try to have some exclusive store for the European site. This vinyl is exclusive to Europe and cannot be found on the US store during the first 6-12 month of release date if any record. The listing will mention if a certain item has an exclusive color, sleeve or any extras as well as the number pressed of each item.

Commercial or retail resale

Our website and products therein are intended for personal consumer usage, not for commercial or retail resale. If you do intend to resell our products either via an online shop or in a retail capacity, please contact us for our wholesale distribution information and do not place any order via the website. Any orders suspected of being placed through our website for the explicit intent to resell, will be cancelled immediately and refunded in full. Should you have any questions regarding this policy, please email us.

Can I send you my demo?

Please do. Best way is a link to a bandcamp stream or something similar. Do not send us anything via social media as it will be ignored and most likely deleted and clocked as it messes up the comment section. No zip files, no MP3, no WAV.

Do you have a store at your address too?

Not just yet. For now, it’s just an office. If you email us in advance, we are happy to arrange a time for you to stop by and pick up your order if you live close by or are visiting Amsterdam.

I have a small mailorder and would like to trade records with you. Is this possible?

We’re sorry but as of right now we don’t do trades

The customer is king

Yes, in our eyes you are king and we truly appreciate you shopping with us, but verbal abuse (the action, not the band) will not be tolerated during correspondence with SLRE, or via social media. if you decide to go down that road, we will ban/block you/refund your order. No warning or questions asked. So wether you are commenting on social media or sending us an email, please be respectful. Do onto others, you know? None of us are perfect and we all make mistakes.

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