FAQ & Shipping Terms
Please note that some international shipments may be subject to delays or currently unavailable. Please find up-to-date shipping information at the following link
**Until further notice we do not accept orders for deliveries to: Russia, Belarus, Ukraine.
***We do not ship to any P.O. box, Packstation or similar type delivery pickup box
All precise shipping charges will be calculated and shown at the second step of “check out”. To view any specific shipping rates, add your items to cart and proceed to the checkout. You will be shown a final shipping cost before committing to pay.
How soon will my order ship, and how long will it be before I receive it?
We usually ship within 1-2 days of your order being received. If your order contains a pre-order item, the whole order will ship roughly 5-7 days prior to the pre-ordered item's release date (see "PRE-ORDER" section below).
***During times of COVID restrictions in the post, expect delays up to twice as long as the following usual delivery times.
Approximate delivery times:
Within Germany: 1-3 business days (most orders arrive already the following day)
Within the EU: 3-10 business days (most orders arrive in 3-6 days)
U.S.: 10-15 business days
UK: 10-12 business days
Elsewhere: *10-20 business days
*Due to ongoing covid regulations, certain territories may currently be experiencing delays and have unpredictable delivery times
Is there a tracking number for my order?
All vinyl orders within the EU will have a DHL tracking number provided. You should receive a notice of this by email. All orders outside of the EU will have tracking if you have chosen 'DHL Premium (tracked)' as your shipping type—'Standard Shipping (untracked)' is sent via the national post and will not have any tracking info. The untracked shipments are sent at the customer's risk, as there is no way to guarantee delivery or check the status.
Most orders to the US and UK will have tracking IDs by default. Please contact firstname.lastname@example.org to inquire about your tracking number if you have placed an order to the US or UK more than 2 days ago, and have not yet received an email notification regarding the tracking information.
Unclaimed/Undeliverable Shipments (Germany & International)
In the event that any shipment remains unclaimed or undeliverable at destination (i.e. the shipment is not picked up within 7 working days at a DHL branch in Germany, or at the local post office at the destination in Europe/World within 4 weeks, starting the day after notification of DHL / carrier), City Slang reserves the right to charge the customer for any fees incurred for return postage due:
Return shipping fee international: up to 20 €
Return shipping fee Germany: 4 €
Please pay attention to the condition of your delivery on its arrival. It can be opened while witnessed by the postman. Don’t accept any damaged or pre-opened packages – otherwise, you accept the receipt of the undamaged delivery in silence (if in doubt, note the name of the postman or employee of shipping).
I no longer need the item. Can I return it for a refund or exchange?
Of course you can! We will refund your purchase with no questions asked if...
1. The goods are returned to us within 30 days of you having received them.
2. We receive the goods back in exactly the same condition they were when they were shipped.
Please include the original packing slip or your order number when sending anything back, as well as a short note detailing whether you would like a refund or a replacement. The latter is subject to availability, so we recommend checking whether the desired exchange item is in stock before initiating a return.
Shipping and handling expenses will be applied to the re-shipment. Shipping will not be refunded for returned items.
Please send your return to:
City Slang GmbH
Urbanstraße 70A, 10967 Berlin
Please note that we can only state the estimated shipping time for pre-ordered items. Shipping times are subject to change due to circumstances beyond our control (i.e. pressing faults, printing problems, delays in delivery of sub-contractors, etc). Combined shipping of both pre-ordered items AND regular items is possible. However, please note that items (pre-ordered and regular items) will only be shipped as soon as ALL items are available. If the cart contains regular items the customer needs immediately, a separate order has to be placed. Payment of pre-ordered items (and, where applicable, regular items) in the shopping cart is due upon receipt of your order. It is NOT POSSIBLE to CHANGE this type of combined order (on pre-ordered and regular items) in any way once it has been submitted - it means that it is also not possible to add items to a pre-order afterwards.
Why can't I choose from any shipping option to complete my checkout?
International customers outside of Germany have an order weight limit of 3.5 kg (about 8 single LPs or 5 double LPs). If you can not complete your checkout, please contact us for shipping options or a quote at email@example.com
What if my delivery is taking longer than expected?
Unfortunately, even the fine, qualified postal system loses a package now and again. If your goods do not arrive at your door within the delivery times listed above, please get in touch via our contact form.
*Note: If you have chosen standard (untracked) shipping, City Slang is not held responsible for any lost, undelivered, or unclaimed packages.
Please keep in mind that during the times of ongoing and unprecedented complications related to the COVID-19 pandemic, shipping times are extremely unpredictable and are occasionally taking up to 2 or 3 times longer than usual.
What payment methods can I use?
We currently accept payment via credit card and PayPal. If you happen to live/be in Germany around the Berlin area, you can also swing by and pay in cash. Please notice however that we're not a retail store and don't have regular opening hours. So please get in touch before you plan to come here.
Will my pre-order arrive on release day?
We do everything in our power to ensure that you will. However, with pre-orders, we are reliant on external suppliers and manufacturers sending all the stock to us in time. Rest assured that as soon as we have the items here, we will be working on shipping them out as fast as we can. Our aim is to ship them prior to release day so that you will have that record in your hands on the day it comes out. Also, just be aware that if you include other items together with pre-order we will ship everything together when the pre-order is ready.
Any other questions?
Feel free to get in touch.