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FAQs
Do you have a 'bricks and mortar' shop?
We'd love to have our own shops but our experience has shown that this is just too expensive for us to run in the current economic climate! It would be great to do the whole indie record-shop thing at some point but we're only small so maybe at some point in the future!
What genres of music do you specialise in?
We like to try and sell a very broad range of music but our main genres are probably indie, alternative, electronica and anything else that we like or that catches our interest! There are so many genres out there that we couldn't possibly list them all, but we certainly don't try to limit ourselves and what we can offer.
When do you update the site?
Our site is updated throughout the week, and occasionally at weekends. We always try to list new titles as soon as we have received them, and we try to keep our site as current as possible. Our new reviews and weekly email update tend to go out on a Thursday afternoon. The email update will include our album of the week, various reviews of music, films and books, and any other juicy tit-bits and news that we can muster!
Who writes your reviews?
Our small team are all very enthusiastic and opinionated so we try to write the majority of our reviews in-house! We also have various friends who write for us regularly, and who are more than happy to contribute for loads of cash and other forms of bribery! If you're interested in reviewing for us then feel free to get in touch. We're always happy to give folk a platform to share their views and opinions!
Is every item you list on your site currently in stock?
The vast majority of items listed on our site will be in stock. If you order something that is listed on the site but is not in stock, or is not available in the quantity you require, then our system will allow you to place a backorder if you wish. The following message will be displayed whenever you add an out-of-stock item to your cart:
* This product is not available in the requested quantity. 1 of the items will be backordered.
If you then decide that you do not wish to order the item via back-order then you can simply remove this from your shopping cart.
If we receive a back-order then it can take between 3-5 days as we will have to order the item in. Nevertheless, we often find that many items can be ordered and delivered much quicker than this, Alternatively, other items may take much longer but we will always let you know when this is the case.
If we are unable to obtain an item that is on back-order then we will contact you to let you know, and we will also arrange for a full refund of the item(s) that you have ordered, including any associated shipping costs that you have already paid for.
Do you accept pre-orders?
Yes we do! You can place an order for certain items that are not currently available for general release. If you raise a pre-order and you live in the UK then we will always try to ensure that you receive your items on the day or release. For European and overseas customers, we try to ship your pre-orders to you as quickly as we can! Occasionally release dates may change so this can result in delays to pre-order items that you have purchased. We will always make every effort to keep you updated if there are going to be delays.
Do you accept split orders?
Unfortunately we cannot split items within a single order, where some items are shipped now and some are shipped on a later date. We always try to dispatch all items placed within a single order in a single package at the earliest opportunity however occasionally we may be waiting on a particular item to arrive from a record label or distributor. Where this is the case, we will always contact you to advise that your order may be delayed and we will try to give you a revised shipping date.
Do you offer free shipping?
We do offer free shipping for all UK orders over £50. To benefit from this offer, all your items must be placed within the shopping cart, and must be ordered at the same time. If you have any questions about this offer then please contact us for more information.
We would also love to extend this offer to our international customers however we simply can't afford to. Sorry folks!
Do you allow direct collection of orders?
Unfortunately we don't! We are a 100% online operation and everything we sell must be posted out. Sorry!
What payment methods do you accept?
We currently accept the following credit/debit card payment methods:
- Mastercard
- Maestro UK
- Maestro International
- Visa
- Visa Debit
- Visa Electron
- Solo
Unfortunately we don't accept PayPal payments on our site. Whilst we know that PayPal offer an excellent and secure means of payment for both buyer and seller, the charges applied can often be prohibitive, especially for a small business like ourselves! We would therefore encourage you to pay by credit/debit card using our Sage Pay secure payment gateway.
If you are paying via our website then none of your card information is ever made available to us or retained within our systems. All transaction information provided is held at Sage Pay on their own secure servers.
We also accept cheque payments however please call us on 0141 237 2449 for more details. Any cheques should be made payable to Insularis Records
. Unfortunately we cannot dispatch orders paid for by cheque until the cheque has been paid into our bank account and the funds have cleared. This will usually take around 3 days from depositing the cheque.
What will happen once I have completed and paid for my order?
Once your order has been completed and paid for, you will receive an Order Confirmation email. At this stage your order will be assigned a status of 'Pending'. When we start to process your order then the status will change to 'Processing'. When we have packed and shipped your order then your order status will change to 'Complete'. If for any reason your order is cancelled then the order status will be changed to 'Cancelled'.
You will be notified by one of our team if there are any problems or delays in processing your order. This doesn't happen too often but please bear with us if it does as we will always do out very best to resolve any issues as quickly as we can!
How can I track my order?
You can track the progress of your order at any time by logging into your Insularis Records customer account. This will be automatically updated as your order is processed. If you prefer then you can also send us an email at info@insularisrecords.com or give us a call. Either way, we'll always be on hand to help you out!
Can I open a customer account?
Of course you can! You can create an account at any time by clicking on the My Account menu option. Don't worry, this is all very straightforward and we will only really require the following information to create your account:
- First Name
- Last Name
- Email Address
You can also provide shipping and billing address information however this is not mandatory at this stage.
If you do not already have an account then you will also be asked if you would like to register for one as part of the checkout process when you pay for your first order. If you would prefer not to set up an account then you can also checkout as guest.
How do I cancel my order?
In accordance with UK Distance Selling Regulations, you may withdraw from the contract at any time up to 7 working days from the day after you have received your order. Please refer to the section Do you have a Returns Policy? for more information.
If you wish to cancel an order before we have dispatched it then please notify us as soon as possible. We would recommend that you contact us within 24 hours of receiving your Order Confirmation as we generally try to dispatch orders on the following day.
If you would like to cancel your order then please contact us at info@insularisrecords.com. Please try to provide the following information:
Enter “Cancel Order” within the subject line of your email.
Provide your Order Number
Provide a brief explanation for why you wish to cancel your order
Alternatively, you can phone us on 0141 237 2449 (our office hours are 10am - 5pm Monday to Friday). Once we have received your email then we will deal with everything.
Do you have a Returns policy?
We certainly do! If you are unhappy with the item that you have received then please contact us at info@insularisrecords.com - please refer to the section How can I return my order?
We are more than happy to provide a refund for the cost of the item as long as you return it within 7 working days from the day after you have received the order (in accordance with UK Distance Selling Regulations). The item(s) must be in the same condition in which they were sent out e.g. if there was a seal on the item when it was dispatched then this should not be removed as we would really like to be able to sell it again! Please note that you will be responsible for any postage/shipping costs incurred when returning the item.
How do I return my order?
If you would like to return your order then please contact us at info@insularisrecords.com. Please try to provide the following information:
Enter “Return” within the subject line of the email.
Provide your Order Number
Provide a brief explanation for why you wish to return your order.
Alternatively, you can phone us on 0141 237 2449 (our office hours are 10am - 5pm Monday to Friday).
We would always encourage you to obtain a proof of postage receipt from your post office whenever you return an order to us. This will provide you with adequate proof if, for any reason, your returned items fail to arrive. Proof of postage will not incur any additional charges. You may also wish to return your order via Signed For delivery to ensure this will reach us safely however this will incur additional costs which unfortunately we cannot cover.
Unfortunately we will not be able to refund or resend your order, where the returned goods have been lost in transit, unless you can provide a proof or postage receipt.
What if my item has been damaged during delivery?
If you find that your order has been damaged during delivery then you will have the option to obtain a full refund for the cost of the item, including any shipping costs that you have already paid. We may also have a replacement within our stock and, where we do, we will contact you to offer this as an alternative. Where your item has been damaged, we would ask that you contact us within 7 days of receipt of the order. We will generally be able to provide a refund, or send out a replacement item, within 7 days of receiving your notification regarding the damaged order.
In certain instances we may also ask you to return the damaged item before we will organise a refund, or arrange for a replacement item to be dispatched. Where this is the case, we will pay all return delivery charges. Don't worry, we will confirm all this with you before we ask you to do anything!
If you wish to notify us about a damaged item then please contact us at info@insularisrecords.com. Please try to provide the following information:
Enter “Damaged Order” within the subject line of the email.
Provide your Order Number
Provide a brief description of the damage
Alternatively, you can phone us on 0141 237 2449 (our office hours are 10am - 5pm Monday to Friday).
What if you have sent out the wrong items?
If you find that you have received the wrong item in your order then please contact us as soon as possible. We will either organise a full refund, including any shipping costs that you may already have paid, in addition to any costs that may be incurred if we ask you to return the item to us. If we have the correct item in stock then we will arrange to send this out to you, at no additional cost.
What will happen if my order has been returned to Insularis Records?
Occasionally items will be returned to us either because customers have failed to collect them from their local Royal Mail depot or post office. In these instances the customer will be entirely responsible for any shipping costs incurred when sending the orders back out - we are a small shop and sadly we can't afford to absorb these costs for our customers! We would always encourage you to ensure that your delivery address is correct when completing your order.
What if I haven't received my order?
If you have not received your order then we would ask that you go through the following checks before contacting us:
1. Log into your customer account on the Insularis Records site to check the status of your order. If the status is Complete then your order should have been shipped. You should also have received a Shipping Confirmation email. If the status of your order is still Pending or Processing then there may be a delay with obtaining certain items within your order. If we have not contacted you to advise of a delay then please email us at info@insularisrecords.com for more information.
2. If we have definitely shipped your order then we would recommend that you check with your local post office or Royal Mail depot as orders may occasionally be returned if they cannot be delivered. In most instances postal delivery staff should leave a delivery card at your home address but unfortunately this does not always happen!
3. Occasionally items will be returned to us either because customers have failed to collect them from their local Royal Mail depot or post office. We would always encourage you to ensure that your delivery address is correct when completing your order.
4. We will generally not consider your order to have been lost by the postal service until 28 days have elapsed from the shipping date. If your order should have been delivered more than 28 days ago, and you have already checked at your local postal office or depot to make sure they aren't holding it for you, please email us at info@insularisrecords.com or phone us on 0141 237 2449.
Do you provide insurance on all orders you send out?
Unfortunately we don't offer additional compensation cover on standard deliveries. However we do offer various options if you would like to pay a little more to include additional cover on your delivery. For more details, please refer to our Postage costs page.
Will your site show prices in foreign currencies if I live outside the UK?
Unfortunately our site will only show the cost of your purchase in UK £ Sterling. As currency exchange rates are constantly changing, it can be very difficult to provide an exact conversion of your order price into your own currency. We would therefore recommend that you try one of the various free currency convertor tools that are available online to confirm how much your purchase will actually cost.
It is also worthwhile checking with your credit card provider to confirm if they will levy any additional charges for any currency conversions they have to complete.
Insularis Records will always charge your credit card in UK £ Sterling. Once your payment has been approved then your credit card provider will convert the order amount into your own currency.
Customs & Import Charges
Unfortunately we will not be responsible for any customs or import charges that may be imposed when your order is being delivered - these will always be the responsibility of the customer. We always complete a customs label for any international orders that are being shipped to non-EU countries, or overseas. The label will confirm the contents and value of the package, in accordance with international postal requirements.
If you have any questions or concerns about possible charges then we would encourage you to contact your Customs office for further advice.
Do you plan to sell digital downloads?
We plan to introduce digital downloads later in 2011. Please keep checking our site for more information.
We hope that this section has answered most of your questions. We do try to keep this updated however if there is anything that is not clear then please contact us and we can hopefully answer any questions!
All the very best,
Insularis Records
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