FAQ
Important Covid-19 Updates regarding shipping
Q: Can I order multiple copies of limited edition releases?
Q: Do you offer Express Postage, Insurance etc?
A: Yes. The standard airmail option includes insurance up to the amount of $100 Australian dollars. Please contact us for any postage queries, custom quotes & specialized postage requests.
Q: Why don't you ship to my country?
A: If your country does not come up when you check out please contact us for a custom postage quote. Please note that at this time due to the worldwide corona-virus situation shipping to some countries has been suspended so the option may not be available.
Q: Can you ship without cases?
A: We are happy to ship without jewel cases to reduce cost. Contact us to request special requirements.
Q: How do I know if my order went through?
A: After you have placed your order, you will automatically receive an order confirmation from Seance Records. If you do not receive a notification please check your junk folder. Failing that please contact Seance Records.
Q: My record arrived damaged! Can I get a replacement?
A: Every record is inspected before it is packed and we guarantee that every record is in 100% perfect condition when it leaves Seance Records. We endeavor to pack every order securely however we are not responsible for damages that occur while your package is in transit. Seance Records is not responsible for damage caused by the postal service. If you receive a damaged item please contact your local postal service with proof of damaged packaging and items. Sometimes they will need to see damaged packaging & items in person so please keep and document all damaged packaging.
For any further information or questions regarding orders, ordering from the website, postage, etc contact Seance Records.
A: Please email all submissions and press kits with relevant information and links to stream your music. Do not send attached files or material to download, streaming only please! Our release schedule is usually planned in advance and fairly full so even if we like what you do we may not always be able to reply due to the volume of submissions and customer orders which take priority. We will contact you if we are interested in working with you. We release black metal and dark occult music only so please do not submit death metal, grind etc.
Q: Do you trade?
A: Yes, we still trade with select trading partners. Labels only and only against our release titles. Please send your lists for consideration. Priority to black metal & dark occult music.
Q: Why don't you reply to my email?
A: Due to the volume of emails and customer orders / inquiries we can not physically answer all emails even though we do make our best effort. Sometimes it can take several weeks to reply to non priority emails as customer orders & inquiries always take priority. Please do not send emails over and over again seeking a response or send junk / nuisance mail as these will be deleted and will ensure no response.
Please check the tracking information that is emailed to check on the shipping status of your order before emailing us to ask; we don’t have any additional information. We are living in unique times; so please allow for extra time for your item to arrive. Our delivery partners are doing their very best.
Shipping rates are automated from our shipping partners, based on weight.
All prices are in $Australian as default on the store.
For Australian orders we use AusPost (auspost.com.au), and Sendle (www.sendle.com).
We are not liable for any Duty/Customs charges for International orders. We are also not liable for any delivery issues once it is with your local country delivery partner. To receive your order as quickly as possible we recommend Express International.
RETURNS & EXCHANGES:
DO NOT SEND BACK ITEMS WITHOUT PRIOR COMMUNICATION
Contact us in case of faulty items and await further instructions. NO EXCHANGE OR REFUND FOR CHANGE OF MIND. For all returns and exchanges contact us within 14 days of reciept of your item(s)
We must receive the item back in original condition for a refund or exchange to be processed.
Post items to:
Seance Records
PO Box 335
Annandale
NSW 2038Shipping charges will apply to all exchanges.
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