WHAT IS DOG KNIGHTS PRODUCTIONS?
Dog Knights Productions is a UK-based record label that started releasing records in 2010. We've worked with bands from all over the world, such as Suis La Lune, Killie, Old Gray, Nai Harvest, Disembarked, Sorority Noise, Foxes, Turnover, Shirokuma, I Kill Giants, Blue Friend, Tiny Moving Parts, and loads more.
I JUST PLACED AN ORDER, WHEN SHOULD IT ARRIVE?
First of all, thank you!
The Dog Knights Productions mail-order system is extremely efficient; all orders are packed as soon as we receive a notification from our store page. Once your order has been packed it will be taken to the post office with all other outgoing mail. From this point on, your parcel is in the hands of Royal Mail and we have no say in what happens, but hopefully they will do their job and safely deliver it to you soon. This is how long you should have to wait for your order to arrive:
UK 3-7 working days
EUROPE 5-12 working days
USA / CANADA 10-14 working days
REST OF THE WORLD 10-21 working days
*Note that international shipping is unpredictable; your order could take a lot longer to arrive than it should, for no real reason. It does happen. However some orders will turn up a lot sooner than predicted.
You will receive an email when your order has been dispatched. Make sure you check the email account linked to your PayPal, and look through your junk folder.
I PLACED AN ORDER A FEW WEEKS AGO AND IT NEVER ARRIVED. DID YOU EVEN BOTHER SENDING IT?
Yes, of course. If you've received a dispatch confirmation email, your order has definitely been sent. If for some reason you didn't receive a dispatch confirmation email (check the account linked to your PayPal address and your junk folders), don't worry, your order has almost definitely still been sent. Unfortunately packages can go missing from time to time, but remember that this is a terrible situation for us as well. Before asking where your order is, please make sure you have done the following:
- Read the item description carefully. Have you purchased a product that is up for pre-order and not due to ship for a couple of weeks? It will clearly state this, right at the top of the item description in bold text, and on the drop-down tab where you selected your size/vinyl variant. So, if the product isn't due to ship for another few weeks, there's no need to worry
- Check with your local sorting office, neighbours and postal carrier. It might seem like a long-shot, but so many orders that have been feared to be 'lost forever' have actually been left with neighbours and the post carrier didn't leave a note saying where it's been left.
- Have you waited a bit longer than the estimated delivery times? Has there been any kind of holiday recently, such as Christmas, Thanksgiving, New Year's, or general Bank Holidays that might have delayed your delivery?
If you've answered 'yes' to the above, email email@example.com with your order number, full name + address, when you placed the order, and any other information that could help us track it down. We will look into it for you as soon as possible and promise to come through for you, please just be patient! Rude emails will not be tolerated, and remember to say 'hello' and 'thanks' when getting in touch. We're a very small team and we're just trying to offer the best possible service for the bands that we love, and you, the fans!
I THINK I'VE BEEN OVERCHARGED ON POSTAGE, I HOPE YOU AREN'T TRYING TO RIP ME OFF?!
Sometimes the store can give slightly incorrect postage rates if you're ordering a lot of items, it should be pretty spot-on most of the time, but it can still happen. Unfortunately, this can be hard to keep track of, so if you've been charged £12 and the delivery sticker says £6, you are likely entitled to a partial refund. Just email firstname.lastname@example.org and someone will get back to you right away.
However, please note that postage charges include PayPal fees and packaging costs. This is standard, literally every single record label / business will do this.
WHAT IF THERE'S A PROBLEM WITH MY ORDER?
If there's any kind of issue with your order, please email email@example.com or fill out the 'contact' form on the store's page and we'll get back to you ASAP.
Any PayPal-related issues must be taken up with them. Sorry, but we can't help with bugs in their system.
WHAT IS YOUR RETURNS POLICY?
If we've made a mistake with your order, such as sending you the wrong item, or the quality isn't what you hoped for (scratches, warping etc) then get in touch and we'll sort it right away. As stated before, we aren't a big company like Amazon and exchanging items because you've simply 'changed your mind' is pretty harsh.