Shipping and return policies for Polar Bear
- Shipping Info
Q. Where does my order ship from?
A. In most cases, your order will be shipped from the UK by Royal Mail Second Class post. Larger orders may be shipped by courier but we will notify you if we plan to do so. Some US orders may be shipped from our US distributor to save costs (via USPS with tracking included). If you would prefer to have your order sent by a tracked and/or signed service, please let us know and we can arrange this for an additional charge.
Q. How will my record be packaged?
A. Vinyl orders are packaged in sturdy cardboard cruciform mailers with corner protection. CDs are packed in corrugated paper mailers and merch items are usually packaged in recycled plastic bags. All packaging is recyclable where possible. No matter how well items are packaged, sometimes damage happens in transit. Let us know if your parcel does not arrive intact.
Q. My parcel includes a pre-order, will everything be shipped together?
A. Yes, we wait until everything is available before shipping.
Q. Where can I find physical items that are not available on Bandcamp?
A. if we have any stock remaining it should be available on our Discogs outlet store: www.discogs.com/seller/theleaflabel/profile
If it isn’t there, we probably don’t have it.
Q. I have ordered multiple items from different artist accounts, and I've been charged separately for postage on each of them. What’s that about?
A. Some of our Bandcamp pages are set up to pay the artists directly, and because of that we are unable to offer combined postage on Bandcamp for those items. If we are able to ship them all from Leaf HQ, we can refund excess postage paid. Please contact us to request a partial refund after you’ve placed your order. We can also combine orders with our Discogs store: www.discogs.com/seller/theleaflabel/profile
Q. Where is my order?
A. Please check the shipping date for the items in your order on the relevant Bandcamp pages. Pre-orders will ship a few days before release date. Some merch items (eg T-shirts) are printed to order and will be posted when they arrive, which may be several weeks after the date of your order. Items that we hold in stock should be mailed within three days of your order. You will receive confirmation when your order ships. If you haven’t received it within 30 days of receiving that confirmation, please contact us so we can look into it for you.
Q. My record/CD arrived without shrink-wrap, is it new?
A. Not all our stock is shrink-wrapped but rest assured it's all new. If you’d prefer your record/CD to be sent without shrink-wrap please specify at the time of purchase. We’ll remove the inner sleeve from the outer, making sleeve damage in transit less likely.
Q. My package may have been returned to sender.
A. If it’s returned due to a mistake on our part, we’ll confirm that upon receipt and arrange for it to be redelivered. If your parcel is returned to us because of an incomplete address, failed delivery attempt or because it wasn’t collected from your local sorting office we may require you to pay an additional redelivery charge.
Q. My record arrived and it’s damaged/faulty. What do I do?
A. Contact us via the Bandcamp contact page. We’ll ask you to send pictures of the damage or detail the fault, and we’ll issue a replacement or refund if required. We may require you to return faulty items to us, at our expense.
Q. Why am I being charged VAT/tax?
A. If you live in the UK or EU, please note that VAT will be charged on orders for digital music, and is automatically added to the total by Bandcamp. VAT is not added to 'pay-what-you-feel' orders. No VAT is charged on physical orders.
Q. Who do I contact if I have a question about the status of my order?
A. Use our Bandcamp contact page or reply to your confirmation email and we’ll endeavour to respond within 2/3 working days.