Returns

Mistakes / Duplications: Unplayed Items

We would like you to enjoy the music you buy at the Prelude Records website. In order to ensure you buy the right recording, we are keen to give personal recommendations on purchases from Prelude Records. We welcome emails at admin@preluderecords.co.uk

If you find you have duplicated a piece of music or simply made a mistake, you may return any unopened item, within 30 days of delivery for a full credit. All we ask is that you don't play the item as we cannot accept returns on items which have been played.

Damaged or defective items

If you receive a damaged or defective item, we will promptly send you a replacement or issue you a full refund after you have returned the damaged or defective product. You will not be charged any additional shipping or handling fees for replacement shipments.

Damaged jewel box or cassette / video / DVD case

If a CD jewel box or cassette / video / DVD case arrives cracked or damaged, we will be happy to mail you a replacement. We package items in a way which is designed to minimize damage in transit, but living in the real world we recognize that very occasionally a case may get cracked.

Availability and backorders

Inventory information

Because of the transient nature of the recording industry, we cannot guarantee that a title listed is perpetually "in stock". However as a business which has dealt in mail order since 1985, we pride ourselves in despatching orders as soon as possible.

Out of stock items (Backorders)

Backordered product includes items that are not currently in stock. In most cases, these items are on order from the manufacturers. In some cases, we are researching or waiting for stock information from one or more of our suppliers.

Prelude Records will make every effort to get the item(s) back in stock as soon as possible. If we haven't been able to locate and ship the item(s) to you in 30 days, an order status email will be sent to you.

If for any reason we determine that a backordered item is no longer available, we will cancel the item from your order, notify you immediately via email, and delete the item from our catalogue.

Note: we will never charge your credit card until the item ships. Your credit card needs no adjustment upon order cancellation.

Imports

Prelude Records specialises in offering the widest possible range of classical music both in our shop and via our website. Because we offer the unusual as well as the mainstream, some of the items listed via the website search engine may be Imports. Availability of import titles can be difficult to predict, as titles may get deleted at any time without warning. While we make every effort to keep our database current, we cannot guarantee that we will be able to provide every title that is listed.

Import titles that are marked as "Backordered" can usually be obtained within 30 days but can, in some cases, take longer. We cannot guarantee how long a backordered import will take to fill since imports come to us from suppliers all over the world. If you place an order for an item that is no longer available, we will notify you by email and cancel the item from your order.

Shrink wrap

Contrary to popular opinion, not all CDs, videos or DVDs are available shrinkwrapped. Some items will arrive from the manufacturer without plastic shrink wrap, due to the standard music manufacturing processes in their country of origin.

In addition, at Prelude Records we may need to open cases or boxes to ensure that the contents are correct and intact. In the past we have found shrinkwrapped CD jewel boxes which contained broken or scratched CDs, and even no CD at all. Furthermore, we will sometimes need to test an item if a previous copy has proved faulty and unplayable.

However, we guarantee that we do not loan out, swap or otherwise tamper with unwrapped items. We also guarantee such items are new items and have not been used or re-sold.

At all times our philosophy is enable you to enjoy the music at its best.

Other payment methods

If you choose to provide us with your credit card information via fax or telephone, or if you pay by cheque, we will not debit any amount or cash any cheque until the day that we send your order out.

Advance Orders

UK customers may order most domestic music and video titles up to four weeks before the actual release date and receive them on the same day they arrive in stores. (This applies only to shipments to UK addresses and is subject to delivery by Royal Mail. Orders are sent out First Class to arrive on the day of release, but we cannot guarantee the arrival date as this is down to the efficiency of the courier, and may be affected by changes made by the record companies themselves.)

Because of last-minute industry rescheduling, Advance Order release dates are subject to change without notice. However, in most cases your Advance Order will arrive as per any advertised release date.

In rare circumstances a new release may sell out on the first day of release, or the supplier may not deliver a full order to us, or the supplier may be a day or two late in delivering the product to us. In these cases, any available items in the order will be shipped, and the Advance Order item will be placed on backorder and shipped at no extra cost when available.

We are unable to guarantee the availability of limited edition Advance Order titles.

Store translation policy

In the event that any statement made in a translated version of Prelude Records' website conflicts with any statement made in the English version of Prelude Records' website, the statement made in the English version will prevail.