Everything you need to know about shipping, delivery, returns, and refunds at Fresh Wax.
Shipping Information
Digital Downloads
Instant Delivery
Digital downloads are available immediately after purchase. Download links are sent via email and accessible in your account dashboard. Available formats: WAV and MP3 (320kbps).
UK Shipping
| Service | Delivery Time | Cost |
|---|---|---|
| Royal Mail 2nd Class | 2-3 working days | £3.50 |
| Royal Mail 1st Class | 1-2 working days | £4.95 |
| Royal Mail Tracked 24 | Next working day | £6.95 |
| DPD Next Day | Next working day (signed) | £8.95 |
Free UK Shipping on orders over £50
Automatically applied at checkout (Royal Mail 2nd Class)
European Shipping
| Region | Delivery Time | Cost |
|---|---|---|
| Western Europe | 5-7 working days | From £8.95 |
| Eastern Europe | 7-10 working days | From £10.95 |
| Tracked (all Europe) | 5-7 working days | From £14.95 |
EU Customers – Import Duties
Since Brexit, orders to EU countries may be subject to customs duties and import VAT. These charges are determined by your country's customs authority and are the responsibility of the customer.
Rest of World
| Region | Delivery Time | Cost |
|---|---|---|
| USA & Canada | 7-14 working days | From £12.95 |
| Australia & New Zealand | 10-21 working days | From £14.95 |
| Japan | 7-14 working days | From £12.95 |
| Rest of World | 14-28 working days | From £15.95 |
Vinyl Packaging
We take great care in packaging vinyl records:
- All vinyl shipped in custom record mailers
- Cardboard stiffeners for protection
- "Do Not Bend" and "Fragile" labels
- Multiple records shipped in reinforced boxes
- Records removed from sleeves to prevent seam splits
Order Processing
- Orders placed before 2pm (UK time) on working days are dispatched same day
- Orders placed after 2pm are dispatched the next working day
- Pre-orders ship on or shortly after the release date
- We do not dispatch on weekends or UK bank holidays
Returns & Refunds
Your Legal Rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods. This is in addition to your statutory rights under the Consumer Rights Act 2015.
Physical Products (Vinyl, Merch)
14-Day Returns:
You can return physical products within 14 days of delivery if:
- The item is unused and in original condition
- Vinyl records are still sealed (shrink wrap intact)
- Clothing has tags attached and is unworn/unwashed
- Original packaging is intact
Non-Returnable Items:
- Opened/unsealed vinyl records (unless faulty)
- Worn clothing or items without tags
- Personalised or custom-made items
- Items marked as "Final Sale"
- Gift cards
Damaged or Faulty Items
If your order arrives damaged or faulty:
- Contact us within 48 hours of delivery
- Provide photos of the damage and packaging
- Keep all packaging until the issue is resolved
- We will arrange a replacement or full refund
- We cover return shipping costs for faulty items
Digital Downloads
Digital downloads are non-refundable
Once you have downloaded digital content, we cannot offer a refund. By purchasing digital content, you acknowledge that you lose your right to cancel once the download begins. This is in accordance with the Consumer Contracts Regulations 2013.
Exceptions may be made if:
- The files are corrupted and cannot be fixed
- The product was significantly misrepresented
- Technical issues on our end prevented access
How to Return an Item
Step 1: Contact us at contact@freshwax.co.uk with:
- Your order number
- Items you wish to return
- Reason for return
- Photos (if damaged/faulty)
Step 2: We'll review your request and send return instructions within 2 working days.
Step 3: Pack the item securely and ship to the address provided. Include your order number.
Step 4: Once received and inspected, we'll process your refund within 5-7 working days.
Return Shipping Costs
- Change of mind: You pay return shipping
- Damaged/faulty/wrong item: We provide a prepaid label or refund shipping costs
Refund Timeline
| Payment Method | Refund Time |
|---|---|
| Credit/Debit Card | 5-10 working days |
| PayPal | 3-5 working days |
| Store Credit | Immediate |
Pre-Orders
Pre-orders can be cancelled for a full refund at any time before the item ships. Once shipped, standard return policies apply.
International Returns
- International customers are responsible for return shipping costs (unless faulty)
- Mark returns as "Returned Goods" on customs forms
- We are not responsible for customs charges on returns
- Use a tracked shipping service for your protection
Delivery Issues
Missing Orders
If your order hasn't arrived within the expected timeframe, please allow a few extra days as postal services can experience delays. If it still hasn't arrived:
- Check tracking information (if available)
- Check with neighbours or reception
- Contact us and we'll investigate with the carrier
Wrong Address
Please double-check your shipping address before completing your order. We cannot be held responsible for orders sent to incorrect addresses provided by the customer. Address changes after dispatch may not be possible.
Contact Us
For shipping or returns enquiries:
Email: contact@freshwax.co.uk
Contact Form: freshwax.co.uk/contact
