Shipping policy

Shipping Policy

All orders are dispatched from Hey Joe Music & Coffee in Brentwood, Essex. As our shop is also a physical retail space, all items listed online are available to the public in store.

Order Processing Times
We aim to dispatch orders as promptly as possible. However, processing can only take place during our shop’s opening hours, which vary throughout the year. Orders placed while the shop is closed will be prepared at the earliest opportunity once we reopen.

Pre‑Orders & Release Dates
We always strive to deliver New Release Pre‑Orders in time for the official release date. Unfortunately, this is not always possible due to factors such as:
• courier or supplier delays
• minimum‑order requirements from suppliers
• high‑security releases that are not distributed to retailers until release day
• shifting release dates, particularly for vinyl

Where release dates move, we will contact affected customers when possible. If you are awaiting an item and have not received an update, please check our website for the latest release information. Your order confirmation will show the date as it was at the time of ordering.

Combined Orders
Orders containing multiple items will be dispatched together once all items are in stock. Please be mindful of release dates when placing multi‑item orders that include pre‑orders.

Shipping Services
Our standard delivery method is Evri, chosen to keep shipping costs as affordable as possible. If you require an alternative courier, please contact us before placing your order.

Customers in the Scottish Highlands, Northern Ireland, or the Channel Islands must select the correct regional shipping option at checkout. Orders placed with an incorrect shipping option may be cancelled.

Local Delivery
Local deliveries within Brentwood are usually made on foot, offering a completely carbon‑free service.
For deliveries beyond Brentwood, our team will contact you after your order is placed to confirm an estimated delivery window. Same‑day or next‑day delivery may be possible in some cases—please enquire in advance if you need this.

Address Accuracy & Delivery Responsibility
Please ensure your delivery address is entered correctly at checkout. Orders are often processed faster than customer emails are read, and we cannot guarantee that address‑change requests will be seen before dispatch.

We cannot accept responsibility for delayed, lost, or returned parcels resulting from:
• incorrect or incomplete address details
• missing house numbers
• replacing a house number with a house name
• any other customer‑entered errors

Refunds or replacements will not be issued in these circumstances. Please double‑check all address details before completing your purchase.

Packaging & Condition of Items
Minor cosmetic imperfections such as small creases or light seam splits may occur during transit and are generally considered normal, especially for posted vinyl records. These issues may not qualify for a refund or replacement.

Significant damage—such as crushed corners, large tears, or clearly mishandled packaging—may be eligible for a return or exchange. In these cases, we require photo evidence of both:
• the damaged item
• the damaged outer packaging