FAQ
How can I complain about an item?
Please write an e-mail to customer.service[at]napalmrecords.com, stating your name, order number and the same e-mail address you used in the shop and send attach a clear photo and description of the damage. In case of a damaged vinyl, please also send a video with sound.
Can the digital voucher be redeemed immediately after purchase?
Yes, but you lose the right to cancel the purchase of a digital product within two weeks.
How can I track my parcel?
When your order leaves our warehouse, you will receive a tracking number by email. You can use this to track your parcel.
Who will deliver my parcel?
In Austria, our parcels are delivered by Post. In Germany, our delivery partner is DHL. In all other countries, it is Post and its partners.
Is every order insured?
Yes.
Can every order be tracked online?
Yes.
What can I do if my order has not been delivered in full?
Please send an email to customer.service[at]napalmrecords.com with your name, order number and the same email address you used in the shop. Please also send us a photo of the delivery with the missing item. We will take care of the subsequent delivery as quickly as possible.
How can I return an item?
Please fill in the return form and send it by e-mail to customer.service[at]napalmrecords.com.
Can I add another item to a completed order?
No, unfortunately this is not possible.
How can I cancel an order I have not yet received?
Please fill in the cancellation form and send it by e-mail to customer.service[at]napalmrecords.com. If your order has already been dispatched, it can no longer be cancelled. However, you can wait until your parcel arrives and then return it. See "Returning an item".
When will my order arrive?
Will my pre-order item arrive on the release day?
We dispatch pre-order items generously before the release date, considering the recipient country. However, we cannot guarantee that the goods will arrive on time. If your pre-order does not arrive on time on the release day, this is due to the delivery partner.
Why does my entire order only arrive on the release date of a pre-order item?
For logistical reasons, it is unfortunately not possible for us to split your order. Please place separate orders for immediately available items if you do not want to wait for the pre-order items.
How and when can I redeem "Napalm Eagles" bonus points?
You can redeem your bonus points once you have collected 100 Napalm Eagles. To do this, move the bonus points slider in the shopping basket and choose how many Eagles you want to redeem. Please note that your bonus points expire one year after receipt!
Can I introduce my band?
The best way to do that is here
Where can I apply to be a model for Napalm Records?
Thank you for your interest. Please apply here
How can I be sure not to miss any of the current discount promotions or new products?
Please register here for the Napalm Records Shop Newsletter.
How do I delete my account in the Napalm Records Onlineshop?
Please send an e-mail to our support team including your request using the same e-mail address you use in the online shop. We will immediately arrange the irrevocable deletion of your account. Your data will be automatically deleted by us at the end of the statutory retention period.
What can I do if the login to my customer account does not work?
Please clear your browser history and then try again. If the login still does not work, please contact our support team and we will solve the problem together.
What do I need to consider when paying in advance?
For orders outside Austria, please always state IBAN and BIC.
When will my parcel arrive?
We will inform you by email when your order leaves our warehouse. Please contact our support team in case your parcel was not received within 14 days.
How much does shipping cost?
Free shipping to Austria from an order value of €30.01
Free shipping to Germany from an order value of €80.01