Orders
Do I need an account to place an order? No, you can check out as a guest. Creating an account does make it easier to track orders and manage any returns.
How do I know my order went through? You will receive an order confirmation email as soon as your purchase is complete. If you don’t see it, check your spam folder or contact us through our Contact Form.
Can I cancel or change my order after placing it? If your order has not yet been dispatched, contact us as soon as possible and we will do our best to help. Once an order has been shipped we are unable to make changes.
I ordered something that turns out to be out of stock — what happens? We will contact you and either offer an alternative or issue a full refund. We aim to keep stock accurate but occasionally an item may sell out between when you add it to your cart and when you complete checkout.
Do you sell both new and used records? Yes. New records are sold sealed or in factory condition. Used records are individually graded and photographed — you can see exactly which copy you are getting before you buy. Check out our Grading Guide for more information.
Grading & Condition
How do you grade used records? We use established industry grading standards — Mint, NM (Near Mint), VG+ (Very Good Plus), VG (Very Good), and so on. Each record is assessed individually and given an overall grade that reflects its general condition. See our full Grading Guide for details.
Do you photograph every record? Yes. Every individual record is photographed before listing so you can see the exact copy you are purchasing. We encourage you to review all photos carefully before placing an order.
The grade says VG+ but I can see a mark in the photo — is that normal? Yes. The grade is our overall assessment of the record, not an exhaustive description of every detail. Minor marks consistent with a VG+ grade may be visible in photos. If you have questions about a specific copy before purchasing, feel free to reach out.
What if I receive a record that doesn’t match its described condition? If we have made a grading error or missed a significant defect, contact us through our Contact Form. We will assess the situation and find a suitable resolution.
My new record has some surface noise or a slight warp — is it defective? Minor manufacturing variances such as light surface noise, slight warps, or off-center pressings can occur even on new sealed records. These are generally not considered defects unless they significantly affect playback. If your record skips, distorts badly, or is unplayable, contact us.
Pricing & Payment
What currency are prices shown in? Prices are displayed in SEK. You can also view and pay in EUR, USD, GBP, or JPY. The price shown at checkout is the price you will be charged — there are no hidden conversions.
Why doesn’t the EUR/USD price exactly match the SEK price when I convert manually? Non-SEK prices are calculated using exchange rates provided by WooPayments, which may differ slightly from your bank’s published rate or online converters. The checkout price is always the final price.
Why is there no VAT on used records? Used records are sold under the Swedish margin scheme (VMB), under which VAT is handled internally and not charged to the customer. No VAT will appear on your invoice for used items.
Will I be charged customs or import fees? If your order is shipping outside the EU, it may be subject to import VAT, customs duties, or local handling fees upon arrival. These are set by your country’s customs authority and are your responsibility. We recommend checking with your local customs office before ordering.
What payment methods do you accept? We accept credit and debit cards via WooPayments, and PayPal. Both are processed securely — we never store your card details.
Shipping & Delivery
How long does it take to dispatch my order? Orders are typically processed and dispatched within 1–3 business days of purchase. You will receive a tracking confirmation email once your order has shipped.
Which carriers do you use? We ship with PostNord and DHL, depending on your location and the service available at checkout.
How long will delivery take? Estimated delivery times from dispatch are: Sweden 1–3 business days, Nordics 2–5 business days, EU 3–7 business days, UK 4–8 business days, rest of world 10–20 business days. These are estimates and not guarantees. Non-EU orders may take longer due to customs processing.
Do you ship worldwide? We ship to a defined list of countries, shown at checkout. If your country does not appear as an option, we are currently unable to ship there.
Is there free shipping? Yes — orders within Sweden over 1 000 SEK qualify for free shipping.
How are records packaged? All records are packed carefully in protective mailers or boxes designed for vinyl. We take packaging seriously to make sure your records arrive in the same condition they left us.
Can I track my order? Yes. You will receive a tracking number by email once your order has been dispatched.
I ordered in-stock and pre-order items together — when will it ship? When an order contains both in-stock items and items we source from our distributor, we hold the entire order until everything is available and ship it all together. If you need in-stock items sooner, we recommend placing separate orders.
My order hasn’t arrived — what should I do? If your order hasn’t arrived within the expected timeframe, contact us through our Contact Form and we will investigate with the carrier. If a package is confirmed lost, we will arrange a replacement or full refund.
My order arrived damaged — what do I do? Inspect your order when it arrives. If there is damage that occurred during shipping, contact us within 7 days of delivery with photos and your order number.
Returns & Withdrawals
Can I return a record if I change my mind? Yes. You have 14 days from receiving your order to withdraw from the purchase. This applies to all customers worldwide, for both new and used records.
How do I start a return? Contact us through our Contact Form with your order number and reason for return. We typically respond within 2 working days.
Who pays for return shipping? If you are returning an item without any fault on our part, return shipping is your responsibility. You can use any carrier of your choice but it must include tracking.
How long does a refund take? We issue refunds within 14 days of receiving and inspecting the returned item. Depending on your bank, it may take an additional 5–10 business days to appear on your statement.
What condition does a used record need to be in to qualify for a return? It must be returned in substantially the same condition as when delivered, including sleeves and protective materials. You may handle it to the extent necessary to assess its condition.
What if the record I received is faulty, wrong, or significantly misgraded? Contact us through our Contact Form as soon as possible. We will assess the situation and offer a suitable resolution, which may include a full or partial refund, or a replacement if available.
Privacy & Data
What personal data do you collect? We collect the information you provide when ordering or creating an account — name, address, email, phone number, and order history. We also collect technical data like IP address and browsing behavior for security and analytics purposes.
Do you sell my data? No. We never sell personal data to third parties.
How long do you store my data? Order data is stored for 7 years in accordance with Swedish accounting law. Newsletter data is kept until you unsubscribe.
How do I delete my account or request my data? Contact us at info.soulspin@gmail.com and we will handle your request in accordance with GDPR.
Contact
How do I get in touch? The easiest way is through our Contact Form or directly at info.soulspin@gmail.com. We aim to respond within 2 working days.
I have a complaint that we can’t resolve between us — what are my options? You can contact ARN (the Swedish National Board for Consumer Disputes) at http://www.arn.se, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Swedish law applies to all purchases made on soulspin.store.