FAQ

Frequently Asked Questions

General questions 

Where can I find more information about new and upcoming releases?

If you don’t want to miss out on our upcoming vinyl, CD and digital releases, new distro titles, sales, freebies, curated Spotify playlists and more, make sure you follow us on Twitter, Instagram or Facebook for all news and updates.

You can also sign up for our bi-weekly newsletter for all updates and pre-order links.

What does "pre-order" mean?

If a product has a Pre-Order tag, it means that this product is still in production and will be shipped on a future date. You’ll always find the estimated shipping dates in the product description under the "add to cart" button. For some records, Pre-Order stocks may be limited and they might sell out before they are even in stock.

If your order contains one or multiple Pre-Order items, your complete order will be held back until all Pre-Order items are in stock. 

What does "estimated shipping date" mean?

You always find the "estimated shipping dates" of pre-order items right under the "add to cart" button on the product page. We get these informations from various suppliers & labels and sometimes - for unforeseen reasons that are usually beyond our control - shipping dates may be postponed. We try to keep the estimated shipping date as up-to-date as possible. The estimated shipping dates will be updated once a month at the end of every month.

If you wonder why your order hasn’t shipped yet, please check the estimated shipping date on the product page first.

If your order contains one or multiple Pre-Order items, your complete order will be held back until all Pre-Order items are in stock. 

Will you restock sold out items? Can I be notified when a certain item will restock?

You can sign up to get notified when an item will be available again.

Please visit the desired product page and click on the "notify when available" button. You’ll get an email or text message as soon as the product is available again.

Please note that we can neither guarantee a restock nor disclose a specific quantity for a repress (unless otherwise specified). However, we may repress or restock non-limited editions to meet demand.

Please make sure to follow us on Twitter, Instagram or Facebook for all news and updates.

Are these official releases?

All of our own releases and the releases of our distribution partners are officially licensed. We always ensure that all fees and royalties are paid to the rightful owners. We do not approve of any kind of bootlegging or counterfeiting.

Ordering

Is it possible to cancel an order?

Yes. As long as we haven’t started preparing your order / printed your shipping label, you are able to cancel your order at any time.

Within 30 day of placing your order (and as long as we haven’t started preparing your shipment), you can cancel your order yourself by clicking on the "View Order Status" button in your order confirmation email. It will redirect you to your "order confirmation" landing page. There you’ll find a "cancel order" button.

If your order is older than 30 days or the method above doesn’t work  please send us an email with your order number to orders@blackscreenrecords.com.

Please note that we are not able to make any cancellations after we have packed and shipped your order.

Can I add or remove a soundtrack to/from a recent order?

Within 30 day of placing your order (and as long as we haven’t started preparing the shipment), you can edit your order yourself by clicking on the "View Order Status" button in your order confirmation email.

Here’s a step-by-step instruction for if you want to add or remove items to/from an existing order:

  1. Click on "View Order Status" in your order confirmation email
  2. Click on "Edit Order"
  3. Your order will automatically be cancelled and the payment will be refunded (please note that this can take a few days)
  4. All items from your previous order will automatically be readded to your cart
  5. Add the new item(s) to your cart or remove unwanted items
  6. Go to checkout and place a new order

If your edited order contains now sold out items please checkout your new order timely after editing as it will be restocked and not reserved for you.

When your order is older than 30 days or the method above doesn’t work please send us an email to orders@blackscreenrecords.com.

What payment methods do you accept?

We accept all major Credit Cards (via Shopify Pay), PayPal, Apple Pay, Google Pay and Amazon Pay.

When will I be charged?

Depending on the payment option you choose during the ordering process your Credit Card or PayPal account will be charged directly after placing the order.

Shipping

When does my order ship?

We usually ship all orders within 7-14 business days once ALL items are in stock and ready to ship. Our carriers DHL, Deutsche Post and UPS will pick up all packed orders every Tuesday or Friday.

If your order contains one or multiple Pre-Order items, your complete order will be held back until all Pre-Order items are in stock. 

Do I get a tracking a number? 

Yes. All orders will be tracked. Once your order has been shipped you’ll receive a shipping confirmation email that includes a tracking number.

UPS Tracking: https://www.ups.com/track
DHL Tracking: https://nolp.dhl.de
Deutsche Post Tracking: https://www.deutschepost.de/sendung/simpleQuery.html

PLEASE NOTE: Deutsche Post Warenpost tracking numbers sometimes work on your local postal office’s tracking site.

Is my package insured?

All UPS and DHL shipping methods are insured.

Deutsche Post Warenpost International shipments are not insured. If you choose Deutsche Post Warenpost International during checkout and your order arrived damaged, we cannot send you a replacement or refund you the money as this shipment method doesn’t have an insurance. Please choose UPS or DHL if you want your order/shipment be insured.

How long will shipping take?

Unfortunately, we can’t give you an estimated delivery time. If your order has been picked up at our warehouse and hasn’t arrived after 2-3 weeks, try to get in touch with your local postal office or send us an email with your order number.

PLEASE NOTE: due to the ongoing COVID-19 situation and shipping restrictions, your order could take longer than expected. You find all details on the COVID-19 Shipping Update post on our website.

Do you ship to my country? How much does shipping cost?

We ship worldwide. Shipping cost vary based on the chosen shipping method, country and weight.

The best way to calculate the shipping cost is to add all items to your cart and proceed to checkout. At checkout, you can fill in your shipping information and see the shipping cost for the particular order. You WON’T be charged until you confirm your billing information afterwards and you still can cancel the process.

If your delivery address is outside of Germany and the European Union, you may have to pay import duties and taxes. Please note that customs policies vary widely depending on your country. For further information please contact your local customs office.

Can I change the shipping address?

Yes. If you want to change your shipping address, please send us an email with your order number to orders@blackscreenrecords.com as soon as there is any change in the shipping address and we will update it in our system manually.

Once the shipping label has been printed, we can’t change your shipping address anymore.

How much time have I to pick up a package from post offices?

Usually, you have a maximum of 14 days to pick up a delivery. So please make sure to observe the tracking status and to pick the package in due time. Otherwise, it will be send back to us and you have to transfer us the additional shipping costs to resend you your order.

I live in Cologne and want to pick up my order at your office. When and where can I pick up my order?

If you choose to pick up your order in Cologne during checkout, we will contact you as soon as your order is in stock and ready for pick-up. We’ll email you with a possible pick-up date.

After receiving an order 

My vinyl arrived in a bad condition. What can I do?

Deutsche Post Warenpost International shipments are not eligible for replacement or replacement components.
For all other inquiries, reports of damage must be made with in 14 days of the delivery date. Requests made beyond the 14 day window may not be eligible for processing.

Please send an email to orders@blackscreenrecords.com with your order number and a brief description of the issue along with images of the damaged order. Please retain all outer packaging as well as the product itself until instructed by our customer service.
The next steps will be determined by the severity of the damage and the availability of items.

I received a wrong item or an item is missing from my order. What can I do?

Please email us at orders@blackscreenrecords.com with your order number and we will have a look into it. 

Can I return my order?

Once you've received your order our return policy lasts 14 days. If 14 days have gone by since you've received your orders, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To return your product, you should mail your product to:

Black Screen Records
Florastrasse 94
50733 Köln
Germany 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

I’m happy with the soundtracks I ordered and I want to support you! 

Awesome. Glad you are enjoying our vinyl releases. If you want to support us please follow us on our socials (Twitter, Instagram, Facebook), subscribe to our bi-weekly newsletter or post a photo of your vinyl collection and tag us in your photo.

 
Click here for more information about our Refund & Return Policy.

Anything else?

For questions about a specific order please email us at orders@blackscreenrecords.com

For general questions or comments please contact us at mail@blackscreenrecords.com

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