FREQUENTLY ASKED QUESTIONS
I want to know what's going in your next box. Where can I find out?
Unless you're a subscriber, the only way to find this out is by signing-up to our email list. You've probably seen the pop-up on this website, so give us your details – easy. Our customers, though, find this out before everyone else. It's only fair. Non-subscribers get an email a day or two later, giving them about 24 hours for a last-minute sign up.
What do you mean by ‘classic’ album?
We define a ‘classic’ as an album that’s widely regarded as a classic. It doesn’t mean everybody will like it, but it's a record that’s considered seminal or genre defining – think Rumours by Fleetwood Mac, Pet Sounds by The Beach Boys or Purple Rain by Prince.
What if I receive an album that I already own?
Don't worry. We've got you covered. Subscribers receive an email on the 12th of each month, announcing what that month's record is going to be. In the email, we offer them the chance to switch the album – should they already own it – for an alternate choice. That alternate album is usually a record that we think has been inspired by the month's classic album.
I don’t like the album you're planning to send 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 is to to fill our members' collections with real gems. However, we know music taste is a subjective thing, which is why we offer you the chance to swap it in our monthly email.
I’ve ordered a gift package for somebody. How will they receive the message I include with it?
If you’ve ticked ‘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 immediately. From there on, you’ll be charged on your next renewal date. For month-by-month customers, that's the 15th of each month. For three-, six- and 12-month customers, it will be the 15th of the month of your next renewal.
When will I receive my box?
Boxes will be shipped between the 7th and 10th of each month.
Is my subscription automatically renewed?
Yes, all subscriptions, including three-, six- and 12-month prepay packages, are automatically renewed and re-billed at the end of the initially subscribed period. However, if your subscription is a gift, it may have been set to not renew at the end of the prescribed 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?
No. However, you can skip a renewal. So, if you're a three-, six- or 12-month customer and you choose to skip, you will skip your next three-, six-or 12-month renewal, not your next box. To do this, 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.
I keep reading about 'What's in the box' emails. What are they?
Basically, all members get one of these, once a month. In it, we announce which record will be the classic album of the month. This is a chance – should a customer already own the album – to switch it for an alternate choice, also selected by us. We also give our Vinyl & Wine members the chance to choose between a red or white option in the same email.
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 five days, along with photographic evidence. 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. In order to fulfil licensing obligations to our particular council, pertaining to the “protection of children from harm”, we're unable to provide the courier “safe place” service (i.e. leave the package unattended on your property). 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, we suggest that you have your box delivered to a place of employment, or to the home of a neighbour, friend or family member who will be available. If you're going to be away 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 all packages, however, if you’ve not received yours, please contact us at email@example.com 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 receive the package.
Why is my country not in the list of shipping options on the checkout page?
If your country is not currently listed, it is because we think the cost of shipping our product to you is far too expensive. Presently, we ship to most European countries, including Norway, Denmark and Sweden.