Planet Wax FAQ
Planet Wax Frequently Asked Questions
Below are answers to some of the most common questions we receive about orders, shipping, pre-orders and record condition.
If you cannot find the answer you are looking for, please feel free to contact us via email and we will be happy to help.
What Is A Pre-Order?
Due to long manufacturing lead times and limited pressings, some records are sold as pre-orders.
This allows customers to secure a copy before the record has been released.
If your order contains pre-order items, the order will be shipped once all items in the order are available, unless you contact us to arrange split shipping.
Why Has My Pre-Order Not Shipped Yet?
Pre-orders are shipped once the record has been released and received by us.
Release dates are controlled by labels and distributors, and occasionally change due to manufacturing or supply delays.
If a release date moves, we will ship your order once the record becomes available.
What Happens If A Release Is Cancelled Or Short Supplied?
In rare cases distributors may short allocate or cancel a release.
If this happens and we are unable to fulfil your order, we will notify you as soon as possible and issue a refund for the affected item(s).
Free Shipping
We offer free shipping within the UK on orders over £75.
If your order reaches this threshold you will see a shipping option called “Free Shipping” at checkout. This will be sent using Royal Mail Tracked 24.
What Is The “Heavy Parcel” Shipping Option?
For international orders over 2kg, shipping prices can vary depending on the destination and level of insurance required.
For this reason we take a shipping deposit at checkout, and once all items are ready to ship we will confirm the final shipping cost. If the final shipping cost is lower than the deposit paid, the difference will be refunded.
What Is The “Reserve & Hold Order” Shipping Option?
Due to the increasing demand for pre-order records, international customers wishing to build larger orders before shipping, and customers wanting to qualify for free UK shipping, we offer a Reserve & Hold Order option.
This includes a deposit toward the final shipping cost. If the final price is lower than this deposit, the difference will be refunded.
This allows you to pay for your records and have them safely reserved until you are ready for them to be shipped.
When you are ready to ship your order, simply email us and we will confirm any postage costs and arrange shipping.
Orders left for over 3 months will be contacted. If we do not receive a response within two weeks, the items will be returned to stock and store credit will be issued to the original order email address.
Can I Combine Multiple Orders?
Yes. If you place multiple orders and would like them combined into one shipment, please contact us as soon as possible and we will do our best to arrange this.
If any additional postage costs apply, we will let you know before shipping.
Can I Add Items To An Existing Order?
If your order has not yet been packed or shipped, it may be possible to add items. Please contact us as soon as possible and we will let you know if this can be arranged.
In many cases the easiest option is to place a second order, and we can combine the shipment where possible.
Why Has My Record Arrived With A Seam Split?
Very occasionally records can develop small sleeve splits during transit. This can happen when the vinyl shifts inside the sleeve while parcels are handled during the postal process.
We pack records carefully using purpose-made record mailers, and where possible separate the vinyl from the outer sleeve (for paper sleeve releases). However, once parcels enter the postal system we cannot completely prevent movement during transport.
If your record arrives with significant sleeve damage, please contact us and we will review the issue and work with you to find a suitable resolution.
Why Is My Record Slightly Warped?
Vinyl records can occasionally show minor warping or slight edge lift due to the nature of the manufacturing process or changes in temperature during storage or transport.
Small variations are relatively common and are not usually considered faults if the record plays correctly without audible issues.
If a record you receive has severe warping that affects playback, please contact us and we will work with you to resolve the issue.
Do You Offer Returns & Refunds?
Please see our Returns and Refunds Policy for full details.
In summary:
Returns are accepted within 14 days of delivery.
Items must be returned in unused mint condition.
Return postage is the customer's responsibility unless an item is faulty.
How Do I Get In Touch?
Please contact us via email:
We do not monitor our social media inboxes for customer service, so please contact us via email for any order or support enquiries.
Updated: 1st January 2026