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Q: What shipping methods are offered and how much do they cost?

A:  R.E.M. offers UK delivery via Royal Mail and DPD. International mail via DPD, Fedex and Royal Mail.

Shipping costs vary greatly and are calculated at checkout depending on weight, destination, and shipping method. To calculate your shipping cost, simply add items to your Cart, enter your shipping address, and proceed to checkout. You will then be provided with the shipping methods and costs associated with your shipping address.

Orders shipped outside of the UK/Europe may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance must be fulfilled by the recipient; R.E.M. has no control over these charges, nor can we predict what they may be. Applicable customs and duty charges at the point of delivery are to be borne by the buyer. 

We comply fully with the regulations imposed by UK Customs & Border Protection and thus cannot declare your order as a "gift" or with a lesser value than is required. 

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. 

Q: What are estimated shipping times?

A:  Shipping times vary based on shipping method and location. Please note that these shipping times are estimates, not guarantees. 

All orders will be shipped within 1 business day of you placing your online order. Packages will then typically take 1-7 days depending on where you live and what you order. Only Tracked services will have an applicable tracking number. If you are wanting a tracking number; please choose the shipping method labelled ‘Tracked’. 

UK

Royal Mail 1st Class (24®): 
1-2 working days (up to 1kg)

Royal Mail 1st Class Tracked (Tracked 24®) 
1-2 working days (up to 1kg)

Royal Mail 2nd Class (48®): 
2­-5 business days (up to 1kg)

Royal Mail 2nd Class (Tracked 48®): 
2­-5 business days (up to 1kg)

Couriered Delivery – Trackable (DPD)*: 
1 business day (up to 30kg)

EUROPE

European Delivery – Royal Mail Standard: 
5-­10 business days**

Couriered Delivery – Trackable (DPD): 
3-6 business days**

If you have not received your order - Most of the time, these packages are either dropped off at a safe location at your address, are being held at your local postal carrier office, or are with one of your nearby neighbours.

If the post office is not able to find your items, please contact us at help@awesomedistro.com and we would be happy to assist you further!

Q: What is your return policy?

A: Within 30 days of receipt of your order, you may return any of the following items under the stated conditions:

• Any unopened media (music CD, vinyl record, DVD) will be granted a full refund of the purchase price
• Any non-media merchandise, (t-shirt, mug etc.) that is in new condition accompanied by its original packaging and accessories, will be granted a full refund of the purchase price
• Any defective merchandise of any kind can only be exchanged for an exact copy of the defective item. Cosmetic imperfections to plastic CD cases, or minor seam splits to sealed LP jackets etc., are not considered defective. 
• Any order with the wrong product enclosed can be exchanged for the correct product

All items should be returned with a note which indicates your order number and the reason for the return.  Please wrap the package securely. For your protection, we recommend that you use a shipping method with tracking. Craft Recordings will reimburse your return shipping cost only for items being returned due to our error (defective product or wrong product sent).

Please send returns to:

R.E.M., c/o Awesome Distro
B1-B3 Wellington Road Industrial Estate
Wellington Bridge, Leeds, LS12 2UA
United Kingdom

We will notify you via e-mail of your refund once we have received and processed the returned item. Refunds will be credited to your account within approximately 10 business days from the date the return is received. The credit may be reflected in your account on your next statement depending on the issuing bank and/or billing cycle. Please note that we can only process returns and refunds for items purchased from the R.E.M. UK/EU store.

Q: My vinyl record arrived damaged! Can I get a replacement?

A: Every record is inspected before it is packed and shipped using the highest quality materials.  We stand behind every record that leaves our warehouse. We are not responsible for damages that occur while your package is in transit.

Depending on the severity of the damage, we will try to accommodate replacement requests provided with photos of the damages. Please note that some of our limited edition products may no longer be in stock to be replaced. In cases where a replacement is warranted but not available, store credit will be issued in the amount of the product. Please email us at help@awesomedistro.com

Q: What is the pre-order process and refund policy?

A: All pre-orders are charged at the time of the order. Unless otherwise indicated on the product page, any pre-order is fully refundable up until 2 business days before street date, at which point the product may have shipped. Some specialty items such as “made to order” product are not refundable. In those instances, notations will be made on the product page for complete transparency. Once a pre-ordered product has been shipped, it falls under the general 30 day return policy listed above.

Q: How can I get in contact with R.E.M. with problems, questions or suggestions?

A: To follow-up on previously placed orders or on ordering new items, please contact Awesome Distro:

• By Email: help@awesomedistro.com (Include first and last name, address (including zip code), telephone number and order number (if available).

If you want to write to us directly, please send all correspondence to:

R.E.M.
5750 Wilshire Blvd., Suite 450
Los Angeles, CA 90036.
United States

Your feedback is important to us. If you have any questions or concerns about your order, and can't find the answers on the FAQ page, please send us a note below (be sure to include "R.E.M." and your order number in your correspondence). 

We do our best to respond to all inquiries within 1-2 business days or less. You can also reach the customer service team at help@awesomedistro.com

This contact page is for the R.E.M. store only and is not a contact page for A&R or other R.E.M. business.