Our business hours are from 10:00 AM to 6:00 PM Central European Time (CET), Monday to Friday. To get in touch with our support team by phone, you can call us at Tel: +48.730 145 728 during our business hours. Kindly have your order number ready before making the call for faster assistance or write to us at the following address: Mail: office@polvinyl.pl

If you need to reset your store account password, please click on the “Forgot Password” link on the login page.

You will be prompted to enter your email address. 

After entering your email address in the applicable field, you will be automatically sent an email with instructions on how to reset your password.

If you do not receive this email in your inbox, please check your spam/junk folder.

If you are still experiencing any issues logging into your store account, please contact customer service using the link in the footer of this page.

Items may be returned within 30 days of receiving your shipment. (Some exceptions may apply.)

Returned items must be:

• • In new condition & securely packaged
  • CDs/vinyl/cassettes must be unopened & in their original seal.
  • Clothing must be unwashed & unworn.

Digital Media (files):

• • Digital media purchases are non-refundable.
  • If you encounter any issues downloading your files, please contact us. 

Exchanges:

• • We do not process exchanges for returned items.
  • Any items returned to us will be refunded.

Non-returnable Items:

• • Apparel items with observable signs of use
  • Opened CDs/vinyl/cassettes (not-including defective items)
  • Downloadable digital media
  • Items that are damaged and/or missing components that were not originally received in this condition.
  • Items missing the serial number or UPC.
  • “Final Sale” items
  • Items listed as non-returnable at our online store.

Items that were not delivered:

• • Any items returned to us as undeliverable will be refunded and returned to inventory.
  • If you did not receive your shipment, you will need to request a replacement or refund within 30 days from the ship date of your order.

Processing Returns:

• • Refunds will be applied to your account within 14 business days after we receive and process your return.
  • Shipping & handling costs are non-refundable.
  • You will be responsible for any shipping costs associated with returning your item(s) to us.
  • We recommend using a carrier that offers tracking & insurance.

Return Address:

You can ship your return to the following address: 

Polvinyl Sp. z o.o., Konwaliowa 5, 69-220 Ośno, Poland

On average, orders containing in-stock items will be processed within 1-3 business days:

We will automatically notify you via email once your order has shipped.

What is a Pre-Order?

Any items ordered prior to the official release date are pre-orders.
You will be charged for pre-order items when you place your order.

When will my Pre-Order Ship?

The scheduled release date of pre-order items is listed at our online store and in the shopping cart.
Due to potential production delays or other factors, release dates for pre-order items may be subject to change.
When will my Pre-Order Arrive?

International Orders:
If you place your order no later than 21 days before the scheduled release, you will receive your shipment on or around the release date.

US Orders:
US Orders may take up to 4 weeks after the US release date to arrive.

An order begins processing as soon as it is submitted.

Once an order begins processing, we cannot cancel the order, add/remove items.

If you would prefer to return your order upon receipt, please follow our returns process.

An order begins processing as soon as it is submitted.

Once an order begins processing, we cannot add/remove items, or update the shipping address.

If you would prefer to return your order upon receipt, please follow our returns process.

Exceptions for pre-orders:
If you have placed a pre-order (any items ordered prior to the official release date), you can update your shipping address up to 14 days before the release date.
If you would like to update the shipping address on your pre-order, please contact customer service.

When shipping to an address outside Poland, you will be responsible for all import taxes and duties charged upon delivery.

These charges may be levied by your customs office, government, or other authority, upon any parcel we send to you.

Taxes & duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.

Sales tax (VAT) will be charged on all orders regardless of your place of residence.

The amount of your sales tax will be calculated and displayed during the checkout process.

Please be aware that you are still responsible for any import taxes and duties charged upon delivery.

A store account can keep track of your order history and tracking details all in one place only for registered people.

Setting up a store account is optional.

You can create an account at: https://shop.polvinyl.com/my-account/.

If you would rather not create a store account, you will have the option to place an order by default.

Safeguarding your privacy and confidentiality is of the utmost importance to us.

Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transferred over the Internet.

We also use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.

The transaction will appear as “POLVINYL SHOP” on your credit card statement.

Please note that we will charge your account at the time you place the order.

We accept the following forms of payment:

• Master Card
• Visa
• PayPal

We do not accept the following forms of payment:

• Cash
• Checks
• Money Orders
• Visa/MasterCard/Amex Gift Cards

Additional Notes:
Payment by credit card or PayPal will be charged at the time of purchase.
Please note that all prices listed in our store are in € (EUR) or in PLN (Polish Złoty).