We’re more than happy to have a friendly chat with you about any problems or queries you may have, record related or otherwise. You can contact Phonica Records via email at customerservice@phonicarecords.com or by telephone on 02070256071 between 11:30 and 19:30 Monday to Saturday.
Before reaching for the phone we do ask that you have a quick read through the following, just in case we can save you the keystrokes or the cost of a phone call.
Questions we get asked, frequently.
Where are my records?
We aim to dispatch the same day if orders are placed before 4pm Monday to Friday so anytime after this we can usually say that they are “on their way”. Depending on which delivery service you choose we may be able to track your records, please see shipping methods below.
It been ages, I think my records are lost in the post – what now?
Sometimes packages do go missing. We have to allow a certain period of time for us to be able to consider items lost.
UK – 15 working days.
Overseas – 28 working days.
While these may seem excessive, we have known items to take this long and it is only after these periods have elapsed that we can claim for compensation.
Do you have a particular record in stock?
If you are able to add a record to your basket on the website then it is almost definitely in stock. Our website stock is shared with our physical shop and is updated constantly. However, sometimes things go missing or are sold in the shop at the same time as on our website. If we are unable to completely fulfil your order we will contact to let you know whether we might be able to source another copy of the record or whether we will have to adjust your order and payment.
If I place an order now will I have my records tomorrow?
Orders placed before 4pm Monday to Friday will be dispatched the same day providing that all items are in stock. We are able to provide next day delivery for the UK, the majority of European capital cities and New York City. This is not a guaranteed service but it can usually be relied upon.
Can I order by telephone or fax?
No, all orders must be placed via the website.
Can I pick up my order at the shop?
The Customer Pickup option is provided as an alternative to having your records delivered to you by post. Instead you can come to our London shop and "pickup" your order. This option can be selected during the checkout process and of course shipping is free.
How can I pay for my order?
Paypal
Due to popular demand we now accept Paypal, you do not necessarily need an account to use this payment provider.
Barclaycard Business
These payments are taken care of by Barclaycard and as such security is taken care of by this well known payment merchant.
Please be aware that, for your security, we do not store your card details.
Shipping Methods
UK
Royal Mail First Class
For smaller orders, delivery is usually next day.
Royal Mail Tracked
We are taking advantage of this new service from Royal Mail which a trackable 2-3 day service. We charge a flat rate for this service that is quite competitive.
Parcel Force
Guaranteed next day or 48 hour service that is fully trackable
We offer free shipping on orders over £50 including VAT for UK orders.
Non-UK
Airmail
Non-trackable but good value service. Delivery will normally take place within 5-10 days. Available on orders of up to 2kg in weight.
Courier
Very fast service for when you need your records ASAP. Fully trackable and normally taken care of by DHL.
Parcel Force
Reliable, trackable service for larger orders. Delivery will usually be carried by the GLS courier service
Do you have a problem using the player?
Before reaching for the phone we do ask that you have a quick read through the following, just in case we can save you the keystrokes or the cost of a phone call.
Questions we get asked, frequently.
Where are my records?
We aim to dispatch the same day if orders are placed before 4pm Monday to Friday so anytime after this we can usually say that they are “on their way”. Depending on which delivery service you choose we may be able to track your records, please see shipping methods below.
It been ages, I think my records are lost in the post – what now?
Sometimes packages do go missing. We have to allow a certain period of time for us to be able to consider items lost.
UK – 15 working days.
Overseas – 28 working days.
While these may seem excessive, we have known items to take this long and it is only after these periods have elapsed that we can claim for compensation.
Do you have a particular record in stock?
If you are able to add a record to your basket on the website then it is almost definitely in stock. Our website stock is shared with our physical shop and is updated constantly. However, sometimes things go missing or are sold in the shop at the same time as on our website. If we are unable to completely fulfil your order we will contact to let you know whether we might be able to source another copy of the record or whether we will have to adjust your order and payment.
If I place an order now will I have my records tomorrow?
Orders placed before 4pm Monday to Friday will be dispatched the same day providing that all items are in stock. We are able to provide next day delivery for the UK, the majority of European capital cities and New York City. This is not a guaranteed service but it can usually be relied upon.
Can I order by telephone or fax?
No, all orders must be placed via the website.
Can I pick up my order at the shop?
The Customer Pickup option is provided as an alternative to having your records delivered to you by post. Instead you can come to our London shop and "pickup" your order. This option can be selected during the checkout process and of course shipping is free.
How can I pay for my order?
Paypal
Due to popular demand we now accept Paypal, you do not necessarily need an account to use this payment provider.
Barclaycard Business
These payments are taken care of by Barclaycard and as such security is taken care of by this well known payment merchant.
Please be aware that, for your security, we do not store your card details.
Shipping Methods
UK
Royal Mail First Class
For smaller orders, delivery is usually next day.
Royal Mail Tracked
We are taking advantage of this new service from Royal Mail which a trackable 2-3 day service. We charge a flat rate for this service that is quite competitive.
Parcel Force
Guaranteed next day or 48 hour service that is fully trackable
We offer free shipping on orders over £50 including VAT for UK orders.
Non-UK
Airmail
Non-trackable but good value service. Delivery will normally take place within 5-10 days. Available on orders of up to 2kg in weight.
Courier
Very fast service for when you need your records ASAP. Fully trackable and normally taken care of by DHL.
Parcel Force
Reliable, trackable service for larger orders. Delivery will usually be carried by the GLS courier service
Do you have a problem using the player?
If you are having trouble with our player, please clear your browser's cache & restart it. If you continue to have problems please contact us at customerservice@phonicarecords.com with as much information about the problem you are having as possible, hopefully we'll be able to help.
For tips on how to clear your browser's cache, please try the tips here depending on which browser you are using (please note our website doesn't support earlier versions of Internet Explorer than 9, so please upgrade your browser if you wish to use the player):
1.1 Internet Explorer 9
1.4 Firefox 4.0 / 5.0 / 6.0 +
1.5 Firefox 3.5 / 3.6
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1.7 Firefox 1.0
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1.9 Chrome v1 - v9
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