Returns & Orders Policy

Purpose

This policy explains how orders, delivery, returns, refunds and exchanges work for the Towerblock Radio merch store, so customers know exactly what to expect before and after buying.

Scope

This policy applies to all products sold through the Towerblock Radio store (towerblock.radio/store), including merchandise designed by Towerblock Radio and products designed by station artists and labels sold through our artist merch programme.

How Ordering Works

Every item in the store is printed or made to order by our production partner. When you place an order:

1. You pay securely by card through Stripe at checkout.
2. Your items are produced to order by our production partner.
3. Once produced, your order is packed and dispatched with tracking where available.

Because items are made to order, we do not hold stock, and production does not begin until your payment is confirmed.

Payment

• All prices are shown in GBP (£) and include UK VAT where applicable.
• Payment is taken at checkout via Stripe. We do not see or store your card details.
• You will receive an order confirmation email after payment.

Production and Delivery Timescales

Production (printing and quality checking) typically takes up to 10 working days before dispatch. Delivery then adds:

• UK: approximately 2–4 working days after dispatch
• Europe: approximately 5–10 working days after dispatch
• International: approximately 7–14 working days after dispatch

During busy periods (drops, sales, festive season) production may take longer. If your order is significantly delayed we will contact you.

Shipping Rates and Regions

We currently ship to the UK, all EU member states, and selected international destinations (United States, Canada, Australia, New Zealand, Switzerland, Norway and Iceland).

• UK: £6.99
• Europe: £7.99
• International: £21.99

Each additional item in the same order adds a small charge (£1.50 within the UK and Europe, £6.00 international) because each piece is produced and shipped individually.

Damaged, Faulty or Misprinted Items

If your item arrives damaged, faulty, misprinted or is not what you ordered, contact us within 30 days of delivery at hello@towerblock.radio with a photo of the item and your order number. We will arrange a free replacement or a full refund, including any shipping you paid. You will not need to return faulty goods at your own cost unless we ask you to and, if we do, we will cover the cost.

Cancelling Your Order

Because every item is produced to order, orders enter production quickly. You may cancel an order for a full refund before production begins — contact us as soon as possible at hello@towerblock.radio with your order number. Once production has started, cancellation is no longer possible, but your statutory rights below still apply.

Change of Mind and Sizing

• Wrong size ordered: please check the size guidance on the product page before ordering. If your item does not fit, contact us within 14 days of delivery — we will do our best to arrange an exchange, though as made-to-order items we may need to charge production and shipping costs for the replacement.
• Change of mind: under the UK Consumer Contracts Regulations you have the right to cancel within 14 days of receiving most goods. For items that are personalised or made to your specification, this right does not apply. Where your statutory right applies, contact us within 14 days to arrange a return; the item must be unworn and unwashed, and return shipping is at your cost unless the item is faulty.
• Artwork or design mismatch: product previews are design renderings; slight placement differences between the preview and the printed item are normal and are not faults.

If Your Parcel Does Not Arrive

Contact us if your order has not arrived within:

• UK: 10 working days after the dispatch estimate
• Europe: 20 working days after the dispatch estimate
• International: 30 working days after the dispatch estimate

We will work with our production partner and the courier to locate the parcel or send a replacement / refund.

International Orders and Customs

Orders outside the UK may be subject to import duties, customs charges and local taxes set by your country. These charges are your responsibility and are not included in our prices or shipping. If a parcel is refused or returned because customs charges were unpaid, we cannot refund the shipping cost.

Refunds

• Refunds are issued to your original payment method, normally within 14 days of agreeing your refund.
• Shipping costs are refunded in full when the item was faulty, misprinted, incorrect or failed to arrive.
• For change-of-mind returns where your statutory right applies, original shipping is refunded but return postage is not.

Artist Marketplace Products

Products designed and sold by station artists follow this policy in full. Orders, fulfilment, refunds and replacements are handled by Towerblock Radio, so you always have one point of contact — you never need to chase an individual artist.

Contact

For anything about an order — questions, problems, cancellations, returns — email hello@towerblock.radio with your order number. We are a small community station and answer every message.