FAQs

We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us at kathrynjosephstore@gmail.com. We’ll get back to you as soon as we can- please note, however, that we are a tiny team and work part-time hours, so it can take us 2-5 days to respond in busy periods.

Pre-orders

I ordered an item listed as “pre-order.” When will it arrive?

Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description. Unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check the product description for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed, unless otherwise stated. While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

Shipping

When will my order ship?

In most cases, excluding pre-orders, orders ship from our fulfilment centre within 1-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

When will I get tracking information?

You’ll receive tracking info as soon as your package is dispatched, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. It can sometimes take up to 3 days for your tracking information to update once it’s left the fulfilment centre and arrived at a Royal Mail depot.

How long will it take for my order to arrive, once it ships?

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. 

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our fulfilment centre. We see the same information as you do on your tracking link, so contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date. 

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.

International postage is too expensive- can you make it cheaper?

We wish we could but this is, unfortunately, another factor that is completely out of our control. Currently, the postage rates set by carriers are exceptionally high, and as we try to keep our items as accessible as possible, we already charge less than the going rate so any lower is not possible. We’re always researching how we can make shipping more accessible for our international customers, but we do suggest buying from stockists that are in your country to prevent unexpected charges/to lower carbon footprint occured by overseas shipping.

Returns and exchanges

How can I return/exchange my order?

If you email the above address with your order number and reason for return/exchange, we’ll then let you know the address to send the order back to. You have 14 days from the date your item arrived with you to return for a full refund, as long as the items are in their original, unused condition. We’re happy to exchange once we’ve received your return, stock-level dependent.

If the goods being returned aren’t faulty, the customer is liable for any costs associated with returning the product. In the unlikely case you receive goods that are faulty or damaged we are happy to pay the return postage costs.

​​Damaged, incorrect, or incomplete orders

What do I do if my order arrives damaged, incorrect, or incomplete? 

If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. We understand this is a little bit of an effort, but it helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future. 

We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.

Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us at the email listed above. We’ll resolve your issue as soon as possible! 

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.

My item was shipped, but still hasn’t shown up. Is it lost? 

You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

for orders shipping within the UK: if you have not received your package within 3-4 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you. 

for orders shipping outside of the UK: if you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you. 

If you receive tracking on an order but it has not been updated beyond the “we are expecting an item” stage over 2 weeks, please reach out to us at the email listed above to look into it for you. 

My tracking says my order was delivered, but I haven’t received it yet. Where is it?

You can try contacting the carrier detailed on your tracking information to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us at the email listed above and we’ll do our best to help!

What happens if you run out of stock of an item I've already ordered?

In rare cases when an item runs out of stock after your order is placed, we’ll contact you as soon as possible to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

Digital downloads

Need a hand with your digital download? Read through Single Music’s FAQ here.