(FAQ
We’ve collected together the important information to help you with your purchase. If you can’t find what you’re looking for, give us a shout — details at the bottom of the page.
On this page:
- Before you order
- After you’ve ordered
- If something’s wrong
- Other useful pages
Stock availability
All goods are subject to availability. You’ll only be able to order items that are ‘available’ — and with over 11,000 titles on the website, not everything listed is physically in the shop.
Items shown as available are either:
- Currently in stock
- Due to be released
- Available to order from the supplier (to the best of our knowledge) — this shows as “Available On Backorder”
A few things to keep in mind:
- Release dates are subject to change
- Imports in particular can take a while to re-stock if they sell out — bear with us while we work to get them back in
- The in-store till system is linked to the website, but we can’t guarantee live stock levels are 100% accurate
- The system will let you order an item unless we know it’s deleted (no longer available) or has been out of stock for a while. In that case, it’ll show as “Out Of Stock”
- “On Back-order” in your basket means we’ll need to order it from the record label — and as per point 3, in some cases it may no longer be available. If it’s urgent, contact us and we’ll give you the up-to-date status
- “Out Of Stock” means either the limited title has been deleted, or it’s been out at the label for a long time but we expect it back at some point. Worth adding these to your wait list — our system can notify you when stock returns. Manage your wait list in the wait list section of My Account
- Manufacturing delays have sadly become the norm, so restocks are taking longer than ever. To avoid disappointment (especially if it’s urgent), contact us to check whether we have a copy or whether it’s currently available at the supplier
- Sometimes record labels delete an item and, despite our best efforts, we can’t source it. If that happens, your order will ship without it and we’ll refund you for the missing item
We’ll do our best to keep you informed of the status of your order, although our label contacts don’t always know an ETA themselves. If your order is urgent, give us a call or drop us an email and we’ll let you know estimated lead times where we can.
Pre-orders
Pre-order items are treated differently to normal stock items. All pre-orders are charged for individually, regardless of release date, and treated as individual shipments.
You can’t mix pre-orders with other product types.
The system occasionally allows pre-orders to be combined in one basket. If that happens, it’s worth checking out individually. If an order does end up combined with different release dates, we’ll contact you with the option to either hold the order until all pre-orders have arrived, or provide updated postage to send the items separately.
Payment options
You can pay by credit or debit card, by bank transfer (BACS), or with a Record Token — whatever works.
Credit / debit card
Pay securely using your credit or debit card through our payment provider. We don’t see or store your card details.
Bank transfer (BACS)
You can also pay by bank transfer. Choose this option at checkout and we’ll send our bank details across with your order confirmation. International bank transfer is also fine — just let us know at checkout.
Record Tokens
We’re one of only five UK independent record shops accepting Record Tokens online. Enter your token number and PIN at the basket stage before paying — the balance is applied straight away.
If your token doesn’t cover the full order, pay the difference by card or bank transfer. Any balance left stays on the card for next time. Keep a note of your token number(s) until your order has been dispatched, in case a refund becomes necessary.
⚠️ If you redeem a token but don’t complete checkout, contact us with the token number(s) and we’ll top your card back up — just let us know.
For more on what you can spend Record Tokens on, see our Record Tokens page. For any issues redeeming a token, call 01276 26628 or email weborders@rockbox.co.uk.
Dispatch times
If all the items in your order are in stock, we’ll pick and pack as quickly as we can and get them out in the post.
If you have multiple items in your order and you’d like to expedite dispatch of one or more of the in-stock items, contact us and we’ll try to help — extra postage may apply.
We aim to dispatch pre-ordered items for UK delivery on the day of release. This is possible in the vast majority of cases, but depends on suppliers getting stock to us in good time.
Postage & delivery
We’ve worked hard to come up with the cheapest, fairest way of calculating postage. Getting it right is a tricky business, but our goal is to keep costs as low as feasibly possible while maintaining a quality service.
Your postage is automatically calculated as you add items to your basket. Each item has a weight assigned, including appropriate packing materials — your basket is weighed as you add to it and postage is calculated accordingly.
UK (including Channel Islands & Isle of Man)
We send UK deliveries using Royal Mail’s Tracked 48+ as standard. This service includes:
- Tracked through to delivery
- SMS or email notifications to recipients
- Royal Mail aim to deliver in two to three working days+
- Option to change delivery options before delivery is attempted
For quicker delivery you can select Tracked 24+ — or, for a guaranteed delivery, Special Delivery Next Day Guaranteed by 1pm*+.
+ Royal Mail’s transit times for Tracked 24 and 48 are not guaranteed. See Royal Mail’s latest guarantee info for Special Delivery. Tracked 24 and 48 have extended transit times to the Channel Islands and the Isle of Man.
For all transit times, the clock starts once the item has been picked, packed and handed to the Post Office — not from the time of ordering.
* Not available to Channel Islands.
International destinations
Due to loss and damage on standard Air Mail, we now only offer a tracked service for international shipments where tracked is available. If tracked isn’t available to your country, we try to use a signed service — if neither is available, it goes out as Royal Mail International Standard. For orders over 2 kg, we may not be able to send via the postal service, so we’ll either split your order or advise you of the options.
We estimate delivery times outside mainland UK as:
- Rest of Europe: 4–7 business days
- USA / Canada: 7–14 business days
- Rest of the World: 7–20 business days
All orders sent outside the UK are subject to customs formalities at the destination country. These can include duties and taxes (such as sales tax) plus a clearance fee from the local postal service or courier. It’s your responsibility to pay these — none are included in the price agreed with us. Delays paying customs fees will extend transit time.
If you have any further questions, email us at store@rockbox.co.uk.
Order tracking & missing packages
Where orders are sent using a UK or International Tracked service, you’ll receive the tracking number in your dispatch email. You can also see tracking numbers in the My Account section of the website — the latest Royal Mail tracking status shows for the order, and you’ll get status updates via email.
Once the estimated delivery time has passed, please check that your package isn’t being held at your local sorting office due to it not fitting through a letterbox or similar. In the UK, your postie should leave a notification card, but as that isn’t always the case, check with your local sorting office first — if an item is returned to us because it wasn’t collected, you’ll have to pay the P&P charges to have it redelivered.
For a package to be considered officially “missing”, it needs to have been undelivered for 15 business days (UK) or 20 business days (rest of the world) after it was posted.
Once that date has passed and your package is definitely missing, email weborders@rockbox.co.uk quoting your order number and we’ll get straight onto sorting it out for you.
Collect from store
You can save on postage by choosing Collect From Store at checkout — pick up from our shop in Camberley. This service is free.
Once you’ve received an email confirming your order is available to collect (marked as Dispatched), come in to collect at your convenience. Please don’t come in to collect an order until you’ve received the ready-to-collect email.
Click & Collect orders must be collected within 30 days of notification. Orders not collected may be treated as uncollected goods and sold or disposed of after notice, with reasonable costs deducted. No automatic refund applies for failure to collect.
Returns & refunds
Returns are handled as per our Terms & Conditions — please read those in full. In summary:
- If you want to return goods for any reason, contact us at store@rockbox.co.uk with your order number, telling us you want to return and the reason why
- If we agree to the return, we’ll provide a Returns Authorisation (RA) number for the item(s) in question
- We use Royal Mail Tracked Returns® 48 for returns and will send you the labels
- With the exception of damaged items, the cost to return goods is yours — we’ll deduct it from any refund due
- You maintain responsibility and ownership of the goods until they’re received back in store. Items returned should be fit for resale (e.g. undamaged and unopened)
- Please don’t send anything back which hasn’t been approved — we won’t refund anything else sent
- The original postage cost is non-refundable
- If you paid from a non-GBP bank account or card, the refund amount you receive in your local currency may differ from what was originally debited. This is due to exchange rates and is out of our control. We’ll refund the correct amount in GBP
If you have any questions, please talk to us before sending anything back.
Comments & concerns
We use Trustpilot to gather reviews and feedback on our service. Like any business, mistakes do happen or things don’t always go as smoothly as we’d like. If something isn’t right, give us the chance to put it right before leaving feedback — email weborders@rockbox.co.uk or call us on 01276 26628 and we’ll do everything we can to sort it out.
Thank you for your support & patience
Every order you make, no matter the size, helps our small independent business — and we truly appreciate it. Please continue to support the High Street and our friends in independent venues.