FAQs

How much is shipping?

Our shipping is calculated by weight and is in line with up to date Royal Mail rates. 

Do you ship internationally?

Yes we do and as above the rates are calculated based upon the weight of your order. Due to the nature of records, international shipping is expensive.

What do I do if my parcel arrives 'damaged?'

We deem actual physical rips, tears or holes as 'damage.'

In 2021, most records we sell are manufactured by tiny labels in runs of 300 or similar. They are shipped around the world in bulk, and of course individually as part of your order. They pass through countless logistics partners we have no control over, and ultimately this process is already very bad for the environment. 

Sleeves, as well as the mailers are only made of cardboard, and are of course subject to numerous factors out of our control around the world. There is of course no way to guarantee against slight corner dinks, or blemishes to the products, and so we sell our records 'AS SEEN' 

So please take the time to consider whether you want to enter in to this process to get your record. You will be expected to return the item also for inspection. and the chances are, you will not be able to have a replacement, as simply put, there will not be the spare copies to replace. 

We deem an unplayable record as 'damaged'

The same is to be said of minor sound issues within the pressing. Records are pressed on increasingly stressed, archaic machinery, and we are not responsible for either the label, or indeed the pressing plant. If it is, that the record is totally unplayable (skips that the needle can't pass, loud constant hiss, buzz or noise) then of course be in touch and we'll work something out. Short clicks, pops etc are not considered 'damage'

Unavoidably sometimes parcels get damaged. If your order arrives damaged then you need to claim with your post office. Keep the damaged packaging as proof. All parcels leave here in very sturdy condition and if they do get damaged then it's usually not our fault. 

What if my parcel gets lost in the post?

Parcels very rarely get lost. However, it does happen sometimes and so we always insure valuable orders.

What do I do if I want to return an item? 

UK Customers

Please email shipping@hotsalvation.com stating any items you wish to return and why. Please include your order number. 

If you wish to return an item because it is damaged.

Return the items by 1st or 2nd Class Post. If the items are unopened but clearly damaged then please send them back like that.

If you wish to return an item because it is incorrect or unwanted.

Return the items unopened and unused by 1st or 2nd Class Post.

Replacement or Refund?

Please see above with regards to our line on 'damage'

For damaged or incorrect items we will send out a replacement where possible. If a replacement isn't available, or if you would prefer, we will offer you a store credit or refund (your choice).

For unwanted items that you are returning because you've changed your mind, let us know if you want a replacement. Otherwise we will issue a store credit or refund (your choice).

Who pays for return postage?

We do if the item is 'damaged' or incorrect but you must send your returns by 1st or 2nd Class Post and always get proof of postage. Please do not use Recorded Delivery or Special Delivery. If the item is unwanted because you have changed your mind then you must pay for return postage.

Non-UK Customers

How we deal with returns varies according to where you live. Please email info [at] hotsalvation.com

Don't worry, we promise that we will deal with your returns fairly and quickly.

 

Terms and conditions

There are always conditions...we'll always be upfront about them.

  • We will try to accept all returns. It is important to us to keep you as a customer.
  • You have 14 days from receipt of your order in which to advise us you wish to return any items to us. We must then receive the items within a further 14 days.
  • For obvious reasons (e.g. piracy) we cannot accept unwanted/incorrect items that have been opened.
  • Please make sure you pack your return securely.
  • Always get proof of postage.
  • If an item is returned to us in an unsuitable condition due to poor packaging then we may have to send it back to you without a refund.

Our returns scheme operates on mutual trust to the benefit of all involved - customers and ourselves. We won't abuse that trust as we value every customer.

I left records at your store some time ago, it seems you have closed your physical store, can I now collect these? 

We closed our physical store in Folkestone, in July 2019. We will keep items in safe storage for 6 months. As you may understand we have a large amount of stock to manage and storage is of a premium. If we have not heard from you within 6 months of your items (purchased or used) being left with us, these items will be destroyed.