Help & Returns

GENERAL INFORMATION

  • We have been trading as an online store since August 1999. We are an online retailer and wholesaler of clothing and Music merchandise specialising in Punk / EMO and Alternative Rock merchandise.
  • You will find non punkrock items on our site so in your searches you may see bands that you don't consider to be Punk Rock.
  • How do i convert your prices into my currency? Near the top right hand side of our home page look for 'GBP - Great British Pounds' and select your currency. This currency converter is updated daily and will give good idea on the prices in your currency. Your card issuing bank will decide the actual amount charged at a currency rate.
  • Languages -Use the Language drop down to change the site languages, please allow time to translate the whole page
  • Do you do a paper catalogue - Sorry not anymore
  • Do you need to make the text bigger on screen just press the 'Ctrl' and the '+' key

     

    HOW TO ORDER AND PAY

    • Secure and Online using PayPal and most card types.
    • Can I pay by cheque / Postal Order / Phone or Bank Transfer– Sorry all orders are Online as this is the securest way to order.
    • When is my payment taken when i order online – We take the payment before we send your items out using PayPal or Card, if we can't fulfil your order we part or fully refund your order including the postage charges.
    • Are my payments secure – Yes using VeriSign SSL Encryption and secure Merchant banking services. We also run ANTI-MALWARE site security and we are audited every 3 months by our bank to make sure our systems are safe and secure.
    • Fraudulent transactions - We will verify all transactions using certain mandatory checks provided by our merchant bank, if any transactions are found to be fraudulent our bank will capture the transaction details and mark the transaction for review and report the delivery address back to the relevant authorities.

     

    UK CUSTOMERS - POSTAL SERVICE

    • All U.K based orders will be delivered by Royal Mail or Parcel force
    • We offer three services for U.K customer which are;
    1. Standard Freepost/2nd Class (3-6 Working Days)
    2. 1st Class (1-3 Working Days)
    3. Next Day Delivery (Royal Mail Special Delivery, next working day from dispatch date with tracking and sign service) 

     

    INTERNATIONAL CUSTOMERS - POSTAL SERVICE

    • All International order will be dispatched by Royal Mail who will deliver to a delivery partner of the country of the customer. This service is provided with a tracking number.
    • Please be aware all customers will be expected to pay custom/import tax for their order to be allowed into the country as we don't charge this on our order so be aware of any emails/calls from customs/couriers for payment.
    • Delivery time can vary from country to country and customs, Royal Mail try to deliver within 5-15 days

       

      WHAT IS MY ORDER STATUS

      • Please enter your order number and e-mail address in our live chat to see what the status is of your order

       

      CAN YOU E-MAIL OR CONTACT MYSELF ABOUT THE STATUS OF MY ORDER

      • Yes we will try do this for you but we do need a valid email address or a phone number on your order as this will help when updating you about your order. If you know your details then email Alex@punkrockshop.co.uk
      • If you don't think we've emailed you check your spam or junk folder to see if you have an email from us at punkrockshop.co.uk

         

        PRIVACY AND COOKIE POLICY

        • We do not force you to create an account when you order from us to capture and store your information for any marketing purposes.
        • We will use your information to fulfil and ship your order and then we will close off your order. No personal information will be shared with any other organisations for marketing purposes.
        • Cookie policy click HERE


        DELAYS
        • Check our live chat as we normally ship items out within 1 to 2 working days and non-stock items within 7 to 10 working days, Some items can take longer so we will e-mail you to inform you.
        • Further delays can occur when a calling card has been left or Customs hold parcels to check contents and declarations.
        • Royal Mail will publish any delays and service update click here to find out more
        • Sign Up with Royal Mail alerting you to any delays in your postal area here.
        • The post has tried to deliver to you and may have been returned your order back to us. Its always worth checking with the post office to see if anything is there to collect.

          I HAVE ONLY RECIEVED PART OF MY ORDER

          • Please contact us at Alex@punkrockshop.co.uk or check your order tracking to see what the order status is by clicking HERE

           

          RETURNS & EXCHANGES

          • If you would like to exchange an item or for a refund please send back to our return address on your postal label with a short note explaining the reason for returning and name/order number.
          • If you post the item back to us using the Post Office please ask for a postal receipt, we only refund return postage if there is a mistake made by us (wrong item/size sent or damaged produce)
          • All returns are processed once a week. Please allow 7 days after receipt of a return to be fully processed. We will email you a status update.

           

          COMPLAINTS + DEFECTS/FAULTS + MISTAKES

          • We are a small business and an independent store so we discuss on how we are going to rectify the problem easily

             

            WHOLESALE

            • Yes Just order online and the cart will apply a discount of 25% discount on orders over £500.Please put your shop name and address and pay by card or PayPal. We can calculate shipping separate so select 'Wholesale' on the shopping cart.

             

            OPENING TIMES AND CUT OFF DATES

            • Christmas Cut Off – We will Post right up to the published Christmas cut off date using Royal Mail and our Couriers.
            • We are open from Monday to Friday and closed on all UK bank holidays and the week after Boxing Day until the New Year
            • Our working times is 10am - 2pm but we also reply to emails outside our working hours

             

            SHIPPING AVOIDANCE AREAS

            • We operate strict card security and we will not ship orders to Indonesia, Africa, South America, Middle East and some other areas unless your using a verified PayPal account with full Postal Insurance selected on the shopping basket and we may have to add surcharge on for extra shipping insurance when we send out your goods.

             

            NEW UPDATES AND SOCIAL MEDIA TOOLS

            • We use social media in the following ways :
              • Facebook - New products updates on our facebook page.
              • Twitter - Band Chat, Gossip and Tour news on our twitter page.
              • Google+ and Myspace - We have a PunkRockShop Myspace page and a Google+ business page.
              • Other Social Media tools - Against all the products we sell online you can share using hundreds of other tools such as E-Mail / Print / Delicious / Tumblr / Pinterest etc.
            • Feel free to link to our page or contact us if you think you can create a buzz about the range of specialised products that we sell.