F.A.Q.s
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.
Shopping Information
What Shipping Methods Are Available?
Depending on your location, our shop system will offer you different shipping methods. There are different tracking options available with priority shipping.
How Long Will It Take To Get My Package?
The time needed to deliver your package is depending on your location and shipping method you choose. Generally, allow 5 business days at minimum for your package to arrive.
If you’d like to track your package, you must choose priority shipping and a tracking option.
Do You Ship Internationally?
We ship to every country where Swiss Post is offering services. If your country is not found on the list, do not hesitate to contact us. We will do our best to find a solution for you.
Payment Information
What Payment Methods Are Accepted?
Currently, we accept PayPal and bank transfer (European orders only). We plan on introducing CreditCard payments at a later time.
Orders and Returns
How do I place an Order?
Simply add the desired goods to your cart. To go to the checkout, click the shopping cart at the top right corner of the page and hit “Checkout”. If you’d like to view and edit your cart first, click “View cart”.
At the checkout, fill in the form and provide your name and address. If you’d like to leave a note for us, you can do so at the bottom of the form.
On the right hand side, you are presented with different shipping methods available to your country. Directly below, you can choose your payment option.
Before submitting your order, you must read and accept the terms and conditions. Please set the check mark to be able to proceed. As soon as you’re ready, click “Place order”. After that, you will be redirected to your payment method and your order registers with us.
Do I need an account to place an order?
No! We only support guest checkout to minimize user data saved on our backend.
Who should I to contact if I have any queries?
You can contact us by either replying to your order confirmation eMail or via the contact form on the website.
How is my order packed? How do you ensure that the goods will not be damaged?
Your order will be packed using our self-designed record mailer. The mailer has been designed to offer serious protection to corners and has increased stability compared to other often-used mailers. Your vinyl will always be shipped outside of the outersleeve pockets and come in an generic anti-static innersleeve, the whole album is delivered in polybag and not shrink wrapped.
Our record mailer can accommodate up to three bubble-wrapped vinyl records. Should your order exceed 3 records, we will split your order and send 2 packages to ensure maximum shipping protection.
How Can I Cancel Or Change My Order?
Please contact us either by replying to your order confirmation eMail or by using the contact form on the website.
How Do I Track My Order?
Until your order is dispatched to Swiss Post, you will receive order updates via store eMail to the address provided when ordering.
If you chose a shipping method with a tracking option, you will be able to track your order after dispatch at Swiss Post. We will provide you with your order tracking number after your package has been given to Swiss Post.
Please be aware that there is no tracking included with economy shipping.
How Can I Return a Product?
We do not offer a voluntarily return of goods. Should your product arrive in a damaged condition, please refer to the “Warranty”-section of the FAQ.
Warranty & Returns
All records will be inspected before being shipped out. Elusive Sound Allenbach stands for quality with packing and shipping of your orders.
While we do give our best to pack and ship out your records carefully, sometimes things go wrong on the way.
Please understand, that we do not accept returns or exchanges in case of:
– Seam Splits
– Corner Bends
– Corner Bumps
– Minor Tears
– Minor Bubbling (<15 seconds of noise)
– Other minor damages
If your product suffered serious damage(s) like:
– Complete shredding of sleeve(s)
– Broken, severely bubbled or severely scratched vinyl
Do not hesitate to contact us and include quality images of the damages and a good description.
Also immediately report these issues to your postal service.
All claims must be made during 10 days after receiving the goods (period beginning on the day after reception of goods).