Elusive Sound strives for excellence in product design and has an unquestionable commitment to pressings of the highest quality and outstanding customer service. Vinyl records are very fragile items that should be handled with care. Our robust mailers have been specifically designed and tested to deal with the postal services’ careless handling. Elusive Sound is not responsible for minor cosmetic damage that may take place during shipping. In particular corner dings/bends are very difficult to prevent and we cannot issue refunds or replacements. Warped, damaged and/or defective vinyl will of course be replaced or refunded. We try to fulfill your wishes such as taking the records out of the sleeves, but sometimes we might overlook notes on orders and miss a detail. For that we apologize in advance.

Please keep in mind that Elusive Sound does not have the resources to process your orders within a couple of days. We are a small, independently run operation made up of individuals who have other professional full time occupations and run a label in support of the artists and music they love. We may at times struggle to respond as swiftly as we would like to but would like to reassure you that we always do our best to get you what you ordered, packed carefully and as quickly as we possibly can. Sometimes products may be out of stock which can delay your order. Sometimes we may make mistakes with an order. Just notify us of the problem providing your order number and we will reply within 24-48 business hours and do our best to resolve the situation.

Quality Control

es-divider-5w

Elusive Sound is unwilling to compromise on quality control and customer service. Pre-orders only start after we have received the final batch of vinyl. The product specifications are only released to the public and pre-order opened, once we have ascertained that they are in conformity with our expectations. Each item is carefully inspected for defects and hand-assembled. Once the order has been verified and certified, it is then sent out in our very own robust  Elusive mailers so as to ensure that seekers everywhere receive their purchases in mint condition.

Postage and Shipping

es-divider-5w

Elusive Sound is located in Switzerland. We not only try to keep shipping prices down but also ensure that all purchases are delivered quickly, reliably and in perfect condition.  Normal shipping is done via unregistered economy mail.

If you would like your package shipped via a faster method you are offered different rates at the shop checkout. However, we cannot guarantee an exact delivery date.

Delayed / Lost items

es-divider-5w

Parcels very rarely get completely lost. However, it does happen sometimes so we always recommend registered shipping on all valuable orders. Without registered shipping we cannot be held liable. Be sure to check with your local post office (and local customs office if applicable) to see if your package has been held up.

We ship to the address we are provided verbatim (exactly how it’s written). If the package is returned to us because the address is undeliverable, we will contact you and attempt to reship the package to a new/updated address but we will require a second shipping payment from you.