We’re Here To Help: Frequently Asked Questions

The answers to our most commonly asked questions can be found below. If you do not find a satisfactory answer to your question below, please use the form at the bottom to get in touch with us via email.

Placing Your Order

Can I cancel my order?

If you wish to cancel an order you’ve placed please send an email to customerservice@sandbaguk.com and we will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched

Do I need to create an account?

You will be asked to create an account after your first purchase in the store. In order to verify your email address you will receive an email with a link to set up your account.

I’m having trouble signing in, what shall I do?

If you are unable to log into your account, please try the following:
1. Make sure that the email address you entered is the one associated with your account
2. Please double-check the email address for any spelling mistakes
3. Reset your password

If you still cannot access your account please email us and we’ll look into the issue.

When am I charged for my order?

All credit cards, debit card transactions are debited at the time you submit your order on the store. This will include PRE ORDER items.

Can I add an item to an order I’ve already made?

We are currently unable to add an item to your order.

My order includes a pre-order item - will you send out my package when everything is in stock?

When you place an order with us we will wait for all releases to come into stock and ship them in one go.

If you prefer to receive your items as soon as they’re available then you will need to place multiple orders.

I haven’t received an email confirmation for my order - why?

When you place an order with us you can expect to receive one email confirmation at the time you place your order. You will also receive a shipping notification email for each package that is sent to you.

If you have not received an email confirmation when you place your order, this might have been directed to your junk folder

If you believe that your order did not complete, or if you aren’t sure and would like us to check, please email us with your full name and we’ll look it up for you.

Why was my credit card / PayPal declined?

If you have received a notification from us stating that your credit/debit card or Paypal order has been declined, it could be for any number of reasons (even just down to entering your details incorrectly).

Please note that it is your bank / Paypal, and not us, that has declined the transaction and they will only tell the account holder (i.e. you) their reasons for doing so. Please contact them for further information.

How can I check my order status?

Please click on the customer login icon on the store and enter your email address and password that you would have created at point of purchase. Go to ORDERS and select order number you want to check and click. It will give you the current status of the order

What does my order status mean?

UNFULFILLED – Payment has been successfully taken. Order is pending dispatch.
FULFILLED – Your order has been dispatched.
CANCELLED – Your order has been refunded.

Shipping

How long will it take me to receive my order once you’ve shipped it?

The delivery times below are estimates, a lot depends on the efficiency of your local post service:

UK ( inc Northern Ireland )  1- 2 working days
Western Europe – 3- 5 working days
Eastern Europe 5 – 12 working days
Rest of World*  5 – 10 working days

Please note that the times above can be affected by circumstances out of our control such as bad weather, delays at customs, busy times of year etc.

When will I receive a physical product item I pre-ordered?

Our aim is that pre-order items will be shipped to reach you on the official release date. We have indicated the nearest available ship date on the item page as supplied to us by the distributor.

Please note that release dates are often liable to change at any time due to unforeseen circumstances (most usually manufacturing or shipping delays) – we will post the new release dates if any such changes come into effect as soon as we are supplied with accurate information by the supplier.

Please remember that we are dependent on the distributors, record labels and couriers to deliver the releases to us on time and pre-order release dates are really just there as a guide for when the distributor anticipates an upcoming release to be available.

Finally, although it is rare, from time to time releases that are placed on pre-order are subsequently cancelled by the record label. In this instance we will inform you that the release is no longer going to be released and refund your order.

Do you have a tracking number for my package?

All orders of the standard physical formats will be shipped using a priority service (not-tracked) world-wide.

For the Special Edition in most cases and where appropriate we will be shipping using a trackable service. Tracking information will be included in the order despatch confirmation email.

Can I make a change to my shipping address?

Yes no problem, please send an email to us with your name and order number and the correct shipping address. The customer service team will make the changes for you.

If you now knowingly know the address submitted at the time of ordering is incorrect and your goods have shipped, there is nothing we can do. We suspect your goods will find you if the postcode was correct albeit a little later than anticipated. Should the goods be returned here, we will of course let you know.

Will I pay taxes and customs duties?

Customers must be aware that they may be liable to pay Import Taxes and Duties if value of goods ordered are of a value over their national import thresholds.

You despatched my order a while ago and I still haven’t received it, is it lost?

If you have selected a works address as your preferred delivery address, please check with colleagues and your works reception and anyone else associated with your post, to see if the consignment has been received.

In addition, if you live in shared accommodation (student housing) or a flat, please check with all neighbours or roommates to see if the consignment has been received in your absence.

In the UK we consider a package to be missing after 15 working days. Most international orders are considered missing after 25 working days with the exception of France, Italy, South  and Central America and Africa – packages to these destinations are considered missing after 60 working days.

If this time has elapsed and you still haven’t received your package then we’re extremely sorry for the delay, please send us an email with your order number and we’ll get back to you.

Returns & Cancellations

I need to cancel my order

If you wish to cancel an order you’ve placed please contact us below and we will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.

Ticket orders are non refundable

I’d like to return my order

If you have received an order and would like to return it please send us an email immediately and provide us with your order number and reason for your return and we’ll get back to you as soon as possible with returns information.

Return addresses

UK Returns address: Returns Department, PO Box 2656, Reading, RG1 8XR, United Kingdom

US Returns address – Attn: Return Department, 16209 Minnesota Ave, Paramount, CA 90723

I have received my order and it is damaged / faulty, what can I do?

If you have received a damaged or faulty item from us please contact us by email and we will provide you with returns information. Please include your order number and a description of the problem and, if possible, include some pictures of the damaged item and packaging in your email. We’ll get back to you as soon as possible to resolve the issue.

If the faulty items are digital downloads then you should notify us of the problem as soon as possible and we can diagnose the issue for you and arrange for the audio to be fixed.

I have received my order but you have sent me the wrong item

If you have received your order and we have inadvertently sent you the wrong format or the wrong item altogether – we’re terribly sorry! Please send us an email and we’ll rectify the problem immediately.

Downloads

How do I download a release?

When you place an order for digital downloads you will see a link to download immediately, you will receive an email confirmation there will also be a link in your account area.

A download can be triggered three times before the link will expire, but if you need an expired link to be reactivated then you can request this by emailing us.

NOTE: The location that your downloads are saved to on your computer or device will be controlled by your browser. If you have any trouble finding the release once it’s downloaded you can find the default location in your browser preferences.

How do I download music to my Apple or Android phone or tablet?

Some Apple/iOS and Android devices such as the iPhone and iPad do not offer support for zip files by default. In some cases you may need to load an app to unzip the music file. These apps can be found via the respective app stores.

We would recommend downloading the music file via your laptop or desktop computer and transferring the files to your Apple or Android devices manually.

How to play my download?

Your download will be delivered as a zip file on your device. Please ensure that any files you’ve downloaded are unzipped before you attempt to play them.

The device you’re using to download your purchase will almost certainly have software built in to enable you to play back your audio. Depending on the software it may also have it’s own library management system which can copy all your audio into a dedicated folder to keep your computer, tablet or phone organised. In the case of PCs running Windows the built in software will be Windows Media Player, but you can look this up yourself in Help or Support on your device. It’s also worth checking the preferences on the software you will be using, so you know, for example, where your music is stored.

If your purchased download won’t play, or is producing an error, please email us to let us know. Please include the exact error you’re getting and where it occurs, for instance, is it before you can even import the audio into your software player, or after it has imported? The more information you provide us with the easier it will be for us to identify and resolve the issue for you.

I’m trying to download my purchases but the speed is very slow, why?

Please note that all our digital releases are stored on an Amazon server cloud, which handles a large amount of data on the internet. Therefore any slow download speeds are likely to be down to poor internet connection. Please check your connection to the internet.

How do I unzip my download?

In most cases your download will unzip automatically, but if this is not the case please follow these instructions to decompress the zip file.

On a Mac, navigate to the location of the Zip file in Finder. Double-click on the Zip file. Archive Utility will launch automatically and create a folder with the contents of the zip, within the folder containing the original zip.

On a PC, find the Zip file you want to unzip, Right-click on it, and select “Extract All”. In the “Select a File and Destination” window, click “browse” to choose where the unzipped files should be stored (by default, Windows unzips compressed files to their original location). Finally, click “Extract” to unzip the files.

NOTE: The built in software for unzipping files on your computer may be more likely to report an error in zip files where it perceives there to be an issue. While we can’t recommend third party software, it may be worth noting that some other software will be more likely to push past these perceived errors and get to your content.

If you’re still having trouble, please email us  so we can reinstate the download on any purchases you wish, this will allow you to try the download again.

Cannot unarchive zip file

If after downloading your digital purchase you get a message stating the zip file cannot be unarchived, this almost always indicates that there was an error before the file actually finished downloading. If you think this may be the case then please restart your router and reopen your browser, you can then log into your store again and retry downloading the release.

Should you need the download reinstating then please email us.

If you’re experiencing any network or local issues these are unfortunately outside our control but should be automatically resolved within a couple of hours at most. If you still can’t download your purchase please get in touch so we can look into the issue further.

My download was interrupted before the end

If you notice that your download has stopped before it has completed then this usually indicates a temporary connection issue locally, or on your network. You may need to wait for this problem to be automatically resolved, but if you restart your router and re-open your browser then you should be able to try again. If the problem persists, or the download is no longer available, then please email us.

I need to download my previous purchase

If you need to re-download a release, for instance if the file or your hard drive has been lost or corrupted, then please get in touch via email and we will gladly reinstate the download for you.

How do I claim the download bundled with my vinyl order?

A download voucher will be included in your vinyl packaging, please follow the instructions on this voucher to obtain your download.

Ticket Orders

Most ticket orders will be mailed 10 – 14 days before the date of the show, unless stated as for Box Office Collection.

If you’ve not received them in this time contact us below

Ticket orders are non refundable

Clothing Size Guide

Here is our general size guide for merchandise sold on our stores:

Women’s sizes (UK sizes)

Small = Size 8 – 10
Medium =  Size 12 – 14
Large = Size 14 – 16
X Large = Size 16 -18

Women’s sizes (US sizes)
Small = Size 4 – 6
Medium =  Size 8 – 10
Large = Size  10 – 12
X Large = Size 12 – 14

Men’s sizes

Small = 36- 38” chest
Medium = 38-40” chest
Large = 40-42” chest
X large = 42-44” chest

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