FREQUENTLY ASKED QUESTIONS

FAQ

Delivery within the Netherlands and Belgium

Order placed before 18:00 on business days be delivered within 2-4 working days by DHL. Once the order is dispatched from the warehouse you’ll receive an email with tracking information. If you’re not home, the courier will leave instructions how to pick up your package at the nearest DHL service point.


International delivery

The postage costs for your order are based upon the weight of the goods and the region you’re located in. We strive to offer a service that balances value for money and reliability, to ensure that your order arrives in good condition and in a timely manner.


Which countries can you send orders to?

We currently ship orders to all countries worldwide. Please note that orders to delivery addresses in the following countries may be delayed or returned due to customs or logistics constraints: The Russian Federation, South America, UAE, Saudi Arabia.

Due to licensing and legal constraints, certain releases cannot be shipped to all countries - if this is the case, it will be specified on the individual product page.


Duty and taxes for international delivery

If your order is being delivered to an address outside of the Netherlands please note it may attract import duty and local sales taxes. Any additional charges will need to be paid by you on receipt of the shipment. The specific rules vary by country; your local government determines duty and customs charges, and unfortunately we cannot provide any further details or calculations at this time.

All prices shown on our website for both products and delivery services are inclusive of any applicable NL VAT, and exclusive of NL VAT where not applicable.


What are the payment methods?

We accept all major credit / debit cards and PayPal. At Pink Salmon Records we accept Mastercard, Maestro, Amex, iDeal, PayPal and VISA. Payment will be debited and cleared from your account upon dispatch of your Pink Salmon Records order. By placing an order at Pink Salmon Records, you confirm that the credit/debit card that is being used is yours or that you have been explicitly authorized by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Pink Salmon Records, we will not be liable for any delay or non-delivery.


When will I be charged?

Once your card is authorized, the payment will be charged immediately, and you will receive an order confirmation. Pink Salmon Records only handles paid orders.


I am having payment problems!

Please contact the Pink Salmon Records customer service team in case you are experiencing any payment issues: care@pinksalmonrecords.com.


Why was my credit card / PayPal declined?

If you receive a notification from us stating that your credit / debit card transaction has been declined, it could be for any number of reasons. Please double check that you have entered all your details correctly. The billing address must match the postal address that your card is registered with.

If your card payment is declined after entering all the correct card and billing details, you may wish to re-try the payment using the PayPal option in the first instance.

Please note that it is your bank / PayPal that has declined the transaction and they will only tell the account holder (i.e. you) their reasons for doing so. Please contact them for further information.


How can I expect the order confirmation and dispatch information to be communicated to me?

You will receive one order confirmation email after your order has been successfully placed. You will then receive a dispatch email once the order has been sent out to you from our warehouse.

If you have not received an email confirmation yet, please give it a few minutes and see if the email arrives. In some cases it is possible that your email has ended up in your junk / spam folder - please check to see if it has landed there.

If you believe that your order did not complete, or if you aren't sure and would like us to check, please contact us with your full name and approximate time of your order.


Can I track my order?

Europe customers: Yes, your tracking info will be emailed to you via your dispatch email. If you require further assistance then please contact us.

UK, North American & Rest of World customers: Our standard postage service does not include tracking. You can direct any specific queries to us.


If I pre-order a forthcoming release, plus another product at the same time does this ship separately?

No, when you place an order with us all the items in your order will be dispatched together. If you pre-order a new release, the order will be sent out to land on or around the release date of the pre-ordered album. The release date is shown on each album page below the artist and title. We aim to deliver all pre-ordered products on the actual day of release (unforeseen circumstances can mean that this is not possible).


Order Queries

Can I change my order at Pink Salmon Records?

Unfortunately, you cannot change any of the items in your order once it has been completed. You can cancel and receive a full refund for your order as long as it has not started to be processed and packed in our warehouse. For cancellations, please contact the Pink Salmon Records customer service team at care@pinksalmonrecords.com.


Can I cancel my order at Pink Salmon Records?

If you want to cancel your order at Pink Salmon Records, please contact care@pinksalmonrecords.com. At Pink Salmon Records we try to process our orders as quickly as possible, it could be that your order has shipped already. In that case, you can either refuse the package when a delivery attempt has been made, or return all items for a full refund. Onbeschadigd


I have entered an incorrect detail while placing my order

Please contact us immediately on noticing any inputting errors.


Do I need an account to place an order at Pink Salmon Records?

No, you do not need an account at Pink Salmon Records to place an order.


Incomplete delivery

Even though we work our hardest to deliver your order complete and on time, this is still an 80% human operation.  If there is an item missing or something is wrong with your order, get in touch within 7 days of delivery and we’ll work our magic.

For the Netherlands please allow 7 days after receiving your dispatch email, and for international orders 28 days before getting in touch for further assistance.

For any damaged items, please contact us with your order number and an explanation of the issue. After getting in contact, we may ask you to provide pictures of the damage if you can.


Returns

Items can be returned up to 14 days after your order is delivered. Please contact us with your return request. Your items must be returned to us in a re-saleable condition, sealed and in the original packaging. Please do not return items to us without contacting us first.


Return form

Need to send an item back? Please fill in the return form and include it in the original box, along with the items you would like to return. Make sure to use DHL and hold onto your tracking number. The return address is printed on the return label. Please note that we are not responsible for any missing, late, or damaged returns.

Returns can take up to 2 weeks to process, but if you have not heard from our Customer Care team in the meantime, please don’t hesitate to drop us a note at care@pinksalmonrecords.com.


Refund

Once your return has been received and processed by our warehouse, it can take up to 5 working days (depending on your bank) to get your refund to you. There’s no restocking fee and there are no return shipping costs for returns from the Netherlands, Belgium, Luxemburg and Germany. The return shipping costs for returns from other countries are listed in the table above, these will be deducted from your refund.


Can I add multiple items to my shopping cart?

On the Cart page you can choose the quantity of each item and the order total will update accordingly. Please note that for limited edition releases we may restrict the quantity that can be purchased by individual customers.


Guarantee

Because we believe in our products, all items come with a limited six months guarantee. Your guarantee starts on the date of purchase. Make sure to save a copy of your receipt or order number as proof of guarantee. If you don’t have either, we won’t be able to help you.

Can’t find the answer to your question? Please mail to: care@pinksalmonrecords.com.


Privacy

What data does Pink Salmon Records collect, and how is my personal information used?

Please review our Privacy Policy for details on this, and for instructions on how to submit a Privacy and Personal Data query.