FREQUENTLY ASKED QUESTIONS
I want to know what album and wine I’ll be receiving in my next box, where can I find out?
Sorry, it’s a secret. We spend a lot of time working on each month’s pairing and think that the surprise of not knowing what’s in each box is part of the fun.
What do you mean by ‘classic’ album?
We define a ‘classic’ album as an album that’s widely regarded as a classic: it doesn’t mean everybody will like it, but it is a record that’s considered seminal or genre defining. Think Rumours by Fleetwood Mac or Pet Sounds by The Beach Boys.
What if I receive an album that I already own?
We know there’s a chance you might already have one or two of the records we send you, but don’t worry, we’re working on plans for a swap shop feature. Just keep the record in its packaging for now.
I don’t like the album in this month’s box. Can I change it?
Sorry to hear that. We pick albums that cover a broad spectrum of genres. The goal: to fill our members' collections with real gems. However, we know music taste is a subjective thing, so if you receive an album you really don't like, keep it sealed – we're working on plans to introduce a swap shop.
I’ve ordered a gift package for somebody. How will they receive the message I include with it?
If you’ve tick ‘This is a gift’ on the checkout page, your message will be included in the box they receive.
How do I edit my order or personal details?
Login and go to My Account. Click the Edit button found within whichever section you wish to edit.
I’ve placed my order, when will my card be charged?
When you sign-up for the first time, your card will be charged within three days. For each subsequent month, thereafter, you’ll be charged before the renewal date (15th of each month) but after your shipment date which is within the cut-off window (14 days prior to the renewal date).
When will I receive my box?
Providing you sign-up before the cut-off window – usually between the 1st and 14th of each month – you’ll receive the following month’s box. For example, if the month is November and you want to receive December’s box, you’ll need to sign up by midnight on the 14th of November.
Is my subscription automatically renewed?
Yes, all subscriptions, including three and 12 month prepay packages, are automatically renewed and rebilled at the end of the initially subscribed period. But don’t worry, you’ll receive an email to let you know that the renewal date is approaching.
Can I skip a month?
Yes. If you’re on a month-to-month subscription you can skip a month. Just let us know before the cut-off window – between the 1st and 14th of the month that precedes the month you wish to skip. After that, your subscription will be automatically renewed for the following month, unless you notify us or cancel your subscription.
Can I put my subscription on hold?
If you’ve purchased any a three or 12 month prepaid subscription, you’re able to skip the renewal of the next prepay period. Assuming you’ve already placed an order and have an account with us, login to My Account, click the Edit button found within the section that shows the product you want to edit, and click Skip Next Renewal.
How do I cancel my subscription?
Go to My Account, click the Edit button found within the section that shows the product you want to edit, and click Cancel Subscription.
What if the contents of my box have been damaged?
If the vinyl, wine or artwork has been damaged in transit, please contact us within 5 days of receiving your box and provide photographic evidence of the damage. It isn’t that we don’t trust you, it’s so we can recover costs from our suppliers and get you a replacement as soon as possible. If for some reason an exact replacement is not available, we’ll offer you an equally great alternative for that month’s subscription, including shipping.
Do I need to be home to receive my box?
Yes sorry. In order to fulfil the “protection of children from harm” license obligation within our particular council area, we are unable to provide the courier “safe place” service (i.e. leave the package unattended on your property) even though this is provided by many other suppliers. After three attempts to deliver (typically three days in a row), our courier will return the package to us. Couriers will typically deliver Monday to Friday between 9am and 6pm. If you will not be available, where at all possible, we suggest that you receive your box at your place of employment or to the home of a neighbor, friend or family member who will be available. If you are going to be on away temporarily at any point, please contact us and we will be happy to arrange a temporary change to your shipping address.
What if I don’t receive my box?
We track packages, however if you’ve not received yours please contact us at firstname.lastname@example.org and we’ll look into it as a matter of urgency. To prevent this from happening please make sure that the shipping address you provide is correct. Also, please ensure someone is available at the shipping address to take the package.
How will I know when my box is on its way?
You’ll receive an email to let you know. The courier will then make three attempts to deliver it to you, at which point it will be returned and will incur additional costs. Please make sure your shipping address is correct and that an adult (age 18 or older) will be available to receive the package.
Why is my country not in the list of shipping options on the checkout page?
We currently ship anywhere in the UK, except the Channel Islands, and to the Republic of Ireland, Belgium, Netherlands, France and Germany. Charges are calculated accordingly at checkout. We are working on reducing the shipping costs and adding other countries in the future.