Below is complete ordering information to make shopping at Racket Records easy for you. If you have any questions that aren't answered, just contact us and we'll be happy to help!

Online Shopping: How do I order, and is it safe?

Pricing and Payment

Postage and Shipping

Order Status - What does it mean?

Racket Records Downloads

Racket Records Credits

Racket Records Gift Vouchers

Problems or Order Queries

Contact Racket Records

Christmas Shipping Information

Office Hours

Wherever you see ADD TO BASKET next to or below an item, it is available to buy directly from Racket Records.

The product type & disc detail or size information is also included on this button, along with the price including & excluding VAT. The price you pay will depend on whether you are purchasing within or outside of the EU. Live stock information is also included in the panel at the bottom ( If the product is a download the bit rate of the MP3 is displayed instead)

Click the ADD TO BASKET to put the item in your shopping cart. You may use the VIEW MY BASKET button at the top of each shop page to check the contents of your basket, remove items, or change the quantity of any item at any time.

A running total of the number of items you have added, plus the total cost is also displayed at the top of each page.

To place your order, click on the VIEW MY BASKET button and confirm your items, then use the CHECK OUT button within the basket to complete your order.

Follow the on-screen instructions to enter your billing and shipping details, as well as payment details. More information on payment is detailed below. A confirmation screen will appear at the end of your order if successful, and an email confirmation will be sent to you to confirm your order.

Please take note of the online order number included for reference. Please note that to place an order at Racket Records, you will need to create a Marillion Online Account which will allow you to track your order. Details of Racket Records Credits purchases are available from the Racket Records Credits Information page.

Yes. Racket Records switches to secure mode when entering and processing payment details. In addition, for added security, we do not store credit card or any other payment details in our system.

This added security will protect your information from reaching the wrong hands, and make ordering from Racket Records more comfortable for you and for us. We hope this explanation will answer the common questions regarding our secure order form. If you should have further questions, please contact us before placing your order.

To change the quantity of an item, you need to click on the VIEW MY BASKET button, change the quantity of the item in the box provided, and click the UPDATE button. If you experience problems, you will need to check your browser settings to make sure that Cookies are enabled - Internet Cookies allow us to track your Shopping Basket while you continue to browse the website. If Cookies are disabled in your browser our online system will not 'know' who you are to match up your Shopping Basket with any changes or additional products added.

If you experience problems, you will need to check your browser settings to make sure that Cookies are enabled - Internet Cookies allow us to track your Shopping Basket while you continue to browse the website. If Cookies are disabled in your browser our online system will not 'know' who you are to match up your Shopping Basket with any changes or additional products added.

To place your order, click on the VIEW BASKET button and confirm your items, then use the CHECKOUT button within the basket to complete your order. Follow the on-screen instructions to enter your billing and shipping details, as well as payment details. More information on payment is detailed below.
Please note that to place an order at Racket Records, you will need to create a Marillion Online Account which will allow you to track your order.

Yes. The Marillion Online Account will allow you to track your orders and view your order history - but if you have ever ordered with us before you will probably already have one!

For added security, we do not store credit card details in our system. You will have to enter your credit card details each time you place an order with us. The Marillion Online Account will also allow you to manage any memberships (such as to the Web UK or Racket Records Credits) as well as email newsletter preferences.

PLEASE NOTE: WE NO LONGER ACCEPT personal cheques, International Bank Drafts or International Money and Postal Orders.

We accept online payment via PayPal, and the following credit/ debit cards: Visa, Mastercard, Eurocard, Maestro, JCB, Visa Electron, Delta. We DO NOT accept Discover, Diners Club or American Express.
You will be given the choice of payments above when you click the CHECK OUT button
If ordering by post or fax more information on payment is detailed below.

Payment will be taken immediately when you place your order, whether ordering online or by post. Our online payment options do not offer an option for 'delayed payment' if an order is subject to shipping delays.

Immediate order payment also applies to standard "pre-orders" of upcoming new releases. Unlike other/major online retailers who offer pre-orders to try and take advantage of early sales before high-street shops can sell an item, the money from pre-order merchandise sold through Racket Records goes directly towards the manufacturing costs of the item itself. This is because Racket Records is a small operation without the resources of a massive company.

All prices are listed are in British Pounds Sterling (£). Due to changing exchange rates, we do not list other currencies within our website. Payments in British Pounds Sterling, US Dollars, and Euros are available upon CHECK OUT if using our credit card facilities. PayPal customers should consult the PayPal documentation for payments in other currencies - PayPal payments must be received in British Pounds Sterling (£).

If you are ordering by post and prefer to pay in Euros, Download our Euro Price List for prices in Euros, and instructions for payment.

We are aware that currency conversion and fluctuating exchange rates can mean prices of our merchandise may be higher than normal prices within your own country; we hope you will understand that these are forces beyond our control and must price items according to our own costs for producing them.

We accept payment via PayPal, and the following credit cards: Visa, Mastercard, Eurocard, Maestro, JCB, Visa Electron, Delta.

We DO NOT accept Discover, Diners Club or American Express.

If you receive this message, it is possible that the card number you entered was incorrect, not accepted by Racket Records (see the list above), or is not authorised for international transactions. You may need to contact your credit card provider for additional information or to activate international transactions.

The Racket Records shop now offers PayPal as a payment option when shopping online. PayPal is an international payment service that will allow you to pay in many different ways. Each regional PayPal system is different, so you will need to consult your personal PayPal account settings for more information. You must have a registered PayPal account to use PayPal at Racket Records. See www.paypal.com for more information.

PLEASE NOTE: WE NO LONGER ACCEPT personal cheques, International Bank Drafts, or International Money and Postal Orders.

Racket Records DOES NOT ACCEPT CASH. We cannot be held responsible for any losses incurred as a result of sending cash by post, registered post, or other courier.

All invalid forms of payment will be returned by post with a letter detailing other payment options. Cash will not be returned by post.

Racket Records is required to add 20% VAT to orders shipped to all EU member countries. Item prices both inclusive and exclusive of VAT are listed next to every item.

Although duplicate orders / charges are rare and unlikely, if the situation arises please contact us immediately with a complete copy of ANY email confirmations you have received, either from Racket Records, WorldPay, or PayPal. We can arrange an immediate credit and cancel any additional unwanted orders if necessary.

We ship to most world-wide countries, and it is unlikely that yours isn't included in our list!

However, if your country is not listed, please contact us before placing your order with your FULL name and postal address and we will be able to make any necessary arrangements.

Postage is charged automatically for online orders by weight, and will appear when you proceed to CHECK OUT.

You will have the opportunity to review shipping prices before providing your credit card details. Shipping costs for posted and faxed orders are included on the text order form.

Currently, Racket Records offers only standard Royal Mail Parcel Post service within the UK and Royal Mail Airmail shipping world-wide. If you have special delivery requirements, please contact us before placing your order - however, we do not typically make special exceptions.

Due to frequent problems shipping to Mexico and Central & South America, we send all packages by Royal Mail 'International Signed For' (registered) service. This increases postal charges on these orders slightly, but guarantees a faster and more reliable delivery.

Orders are typically shipped within 2-3 working days of receipt, but we ask that you please allow 30 days for order processing and delivery in the event of busy sales periods or other unforeseen delays. You will receive an email confirmation when your order ships, and can track your order status through your Marillion Online Account.

However, if you do not receive your merchandise within 30 days of ordering, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

Should an item be temporarily out of stock, we may hold your order for up to 10 days until re-stock arrives. If a delay is anticipated, your remaining order will ship with a notice of delay, and we will ship the outstanding goods at no extra cost when we receive them.

For any pre-ordered items, please check the specific product page for full pre-ordering details. Each pre-order product will be treated differently, and on many occasions complete orders are not shipped until a pre-ordered item is available and in stock.

For end-of-year delivery deadlines, please see the Christmas Shipping Information below.

The first step is to check your email shipping confirmation. A full list of items sent will be included with your shipping confirmation - in some cases, we do not ship your entire order at once (especially if your order contains concert tickets.) The shipping email will provide an accurate list of what items are included in a particular shipment.

If you have only received some of the items listed in your email confirmation in your package, it is most likely because one of the items is either very large or bulky. Items such as calendars, vinyl, and artwork prints are usually shipped is a separate package from any other items in the order due to the special packaging we use.

While we tend to ship all parts of an order on the same day, there can be situation where they ship a day apart. Due to their size, they can often get slightly delayed in the post. This means that the 2 separate shipments that comprise your order may arrive 3 to 5 days apart. In addition to postal delays, because these large items will usually not fit through a letterbox, they may be held at you local post/sorting office for collection rather than being delivered directly.

Our recommendation is to wait 1 or 2 days after the first part of your shipment arrives for the remainder. If it is not there within 3 days, contact your local post/sorting office in case they are holding it for collection. If they are not, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account

Unfortunately, we cannot alter customs declarations to reflect value or circumstances other than those surrounding the order. All items are marked as 'Merchandise', and value is declared at the full purchase price. Declared customs values will not include shipping costs.

For countries with strict import laws (most notably Canada and Norway), we recommend placing smaller orders containing no more than 1 or 2 CDs or T-Shirts, rather than one large order, to keep the overall value of the parcel low - please consult your country's import regulations for import value guidelines.

The Order History in your Marillion Online Account will always list the current status of your order. Below is an explanation of each different status. PLEASE NOTE: Purchases via PayPal may not be accessible in your Order History for up to 30 minutes after your payment has been processed - this includes access to Racket Records Downloads.

When an order is entered into the system, its default status is Processing Order.

This means that your payment has been accepted and taken, and we now have to package up the items in your order and ship them out to you. The order status will stay at Processing Order during this stage, whether the order has just been placed, or it is sitting in a post bag ready for collection.

There are times when we get busy at Racket Records and can't immediately pack an order - this usually happens before, during, and after tours, or around the time of a new release. If your order is listed as Processing Order for several days, rest assured we will get to it as soon as possible, and still aim to ship all orders within 3-5 working days of receiving them.

For membership and/or download purchases, your order status may show Processing Order for a short time before your final order confirmation email is sent. However, memberships and downloads are available immediately after purchase.

When we have printed the address label for your order, the status in our system is changed to Preparing For Shipping.

Normally this status will only be seen for a few hours. However, with certain high demand items we may print the labels in advance so that they are ready for despatch when we receive stock.

As above, we still aim to ship all orders within 3-5 working days of receiving them or receiving our stock.

If you have placed an order and a particular item is temporarily out of stock, your order status will be set to Awaiting Stock.

If an item is completely sold out or there is a delay in getting the product, it will be taken off sale and you will not be able to order it - this status is only used if there is a delay from our suppliers.

Awaiting Stock will also be used if a product has been put on sale as a pre-order or before the final delivery of stock has arrived.

Any delays encountered when the status is Awaiting Stock will typically be less than 2 weeks - information on further delays will be posted to the Marillion Online Forum. You can now signup or Log in to the forum from our home page.

Any orders for concert tickets only will have the order status Tickets.

When the ticket shipment is due to take place (usually 1 to 2 months before the show), the order status will be set to Processing Order (letting you know it is being packaged ready for shipment) and then Order Complete once the shipment takes place.

Tickets are usually not shipped immediately - full shipping details for tickets is available below.

If there are extended delays with an out-of-stock item, or if your order contains a combination of merchandise and concert tickets, we will ship portions of your order separately.

When a portion of your order does ship from Racket Records, your order status will change to Part Shipped and you will receive an email shipping confirmation listing the individual products which were included in your initial shipment.

Unfortunately our online system does not allow us to specify in your order history exactly which items are outstanding, so we advise you keep all email receipts you receive until all items in your order have been received.

If the un-shipped item is a Pre-Order, your order status will indicate Part Shipped (Pre-Order Pending). See more about the Pre-Order Pending status below. Tickets are usually not shipped immediately - full shipping details for tickets is available below.

When a product at Racket Records is listed as a "Pre-Order", the album obviously will not ship until it is manufactured - so your order status will be set to Pre-Order Pending.

As soon as the title is manufactured, the order status will be set to Processing Order (letting you know it is being packaged ready for shipment) and then Order Complete once the shipment takes place.

Any updates for Pre-Order items will be posted to the NEWS and other relevant sections of this website. We would ask that you please not contact us about the whereabouts of any Pre-Order until your order status is set to Order Complete and sufficient time for shipment has passed.

Your order status will show Order Complete when order has left the building, is collected by Royal Mail and begins its journey on to you!

If you have ordered a membership or download, the order status will change to Order Complete once your final email confirmation is sent.

As soon as your order status is set to Order Complete you will receive a final email confirmation, detailing the items in your shipment (from CDs and DVDs to merchandise to concert tickets). This will be the final email you will receive from Racket Records regarding your order - if there are any problems from this point forward, please refer to the Problems or Order Queries section below.

Orders are typically shipped within 2-3 working days of receipt, but we ask that you please allow 14 working days for order processing and delivery in the event of busy sales periods or other unforeseen delays. You will receive an email confirmation when your order ships, and can track your order status through your Marillion Online Account.

However, if you do not receive your merchandise within 30 days of ordering, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

If you do not have access to email, you may contact us by post or fax at:

RACKET RECORDS
PO BOX 252
AYLESBURY, BUCKS
HP18 0YS
UK

Fax: +44 (0)1296 770 839
International customers should omit the '0' when dialling.

Should an item be temporarily out of stock, we may hold your order for up to 10 days until re-stock arrives. If a delay is anticipated, your remaining order will ship with a notice of delay, and we will ship the outstanding goods at no extra cost when we receive them.

For any pre-ordered items, please check the specific product page for full pre-ordering details. Each pre-order product will be treated differently, and on many occasions complete orders are not shipped until a pre-ordered item is available and in stock.

You must contact Racket Records within 30 days of shipping confirmation with any problems or queries regarding missing or incorrect orders. Requests received outside this 30 days may not be elligible for replacement or refund, and will be at the discretion of Racket Records.

Tickets from Racket Records are NOT available by post. Please note that hand-written ticket orders received by post may not be fulfilled based on ticket availability.

Tickets will be posted world-wide only to the shipping address you provide. However, tickets may not ship immediately after purchase; and tickets may not arrive until within 14 days of the show date.

Any tickets sold from 1 week before the show (2 weeks for international sales) will be held at the the venue box office for collection on the door. You will need to bring your online email confirmation / invoice when collecting your tickets on the door.

If you do not receive your tickets within 14 days of the scheduled show date, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

If you do not have access to email, you may contact us by post or fax at:

RACKET RECORDS
PO BOX 252
AYLESBURY, BUCKS
HP18 0YS
UK

Fax: +44 (0)1296 770 839
International customers should omit the '0' when dialling.

You must contact us at least 5 working days before the show date with any problems or questions. While we will try our best to resolve any issues that arrives within 5 working days of a show, due to time limitations, we cannot guarantee to resolve any problems, and Racket Records will not be held responsible for any consequences which arise as a result of ordering or delivery problems if we are contacted less than 5 working days before a show date.

You must contact Racket Records within 30 days of shipping confirmation with any problems or queries regarding missing or incorrect orders. Requests received outside this 30 days may not be elligible for replacement or refund, and will be at the discretion of Racket Records.

If you have ordered a large or bulky item (such as a calendar, vinyl, or artwork prints), please see information on large item shipping in the Postage and Shipping section above before contacting us.

If there are any problems with an order you have received, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account ). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

If you do not have access to email, you may contact us by post or fax at:

RACKET RECORDS
PO BOX 252
AYLESBURY, BUCKS
HP18 0YS
UK

Fax: +44 (0)1296 770 839
International customers should omit the '0' when dialling.

We will do our best to resolve any problems you may have! Once we are contacted with full details of your order, we will provide further details for replacement of missing items.

You must contact Racket Records within 30 days of shipping confirmation with any problems or queries regarding missing or incorrect orders. Requests received outside this 30 days may not be elligible for replacement or refund, and will be at the discretion of Racket Records.

We check all our products to ensure that they are shipped in new condition. However, Racket Records cannot be held responsible for damage incurred during shipping. Should merchandise arrive damaged, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

If you do not have access to email, you may contact us by post or fax at:

RACKET RECORDS
PO Box 252
AYLESBURY, BUCKS
HP18 0YS
UK

Fax: +44 (0)1296 770 839
International customers should omit the '0' when dialling.

Once you have provided us with a description of the damage or defect we will provide further instructions for its return. You will be responsible for any associated postage charges in returning the item - however, once the item is determined to be damaged as a result of damage during shipment or manufacturing fault, postage charges will be refunded upon receipt (although we cannot refund any priority, express or courier component of the postage charge).

Please note that minor damages during transit such as cracked jewel cases cannot be resupplied - customers will need to contact their local mail authority for compensation.

Racket Records will provide replacements for any damaged or defective item while still in stock; we are unable to offer refunds as an alternative to replacement. Should a replacement for a damaged or defective product be unavailable, we will provide alternatives - such as store credit, alternative product replacement, or full refund.

You must contact Racket Records within 30 days of receipt of any damaged or defective items to arrange an exchange or refund. Requests received outside this 30 days may not be possible, and will be at the discretion of Racket Records.

If for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached) and we will issue a full refund for the price you paid for the item. Please note that unwanted items must be returned at the customer's own expense, and postage charges will not be refunded.

We can only accept the return of opened items if they are damaged or defective (please see details above for damaged or defective items).

You MUST contact us before returning any item for full details and instructions; we are unable to accept returned without the necessary documentation.

When you send your item back to us, we'll process the returned item at its purchase price only and you can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

For full instructions on how to return a purchase, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

If you do not have access to email, you may contact us by post or fax at:

RACKET RECORDS
PO BOX 252
AYLESBURY, BUCKS
HP18 0YS
UK

Fax: +44 (0)1296 770 839
International customers should omit the '0' when dialling.

You must contact Racket Records within 30 days of receipt of any purchase to arrange any return. Requests received outside this 30 days may not be possible, and will be at the discretion of Racket Records. This does not affect your statutory rights.

Purchases for Racket Records Credits can only be refunded in full, and will require that no Credits from the purchase have been used. We cannot refund partially-used 'Credit Bundles' and no cash alternative will be provided for unused credits remaining on a user's account.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for digital items where the item has been downloaded. We regret that we also cannot accept cancellations of contracts for the purchase of CD or DVD products where the item has been unsealed.

To cancel your purchase within the seven-working-day cooling-off period, please contact us with your FULL name and postal address, any email confirmation received, and your order number if applicable (this is always printed on your delivery label as well as appearing in your Order History in your Marillion Online Account). You can also use the CONTACT US button in your Order History in your Marillion Online Account.

If you do not have access to email, you may contact us by post or fax at:

RACKET RECORDS
PO BOX 252
AYLESBURY, BUCKS
HP18 0YS
UK

Fax: +44 (0)1296 770 839
International customers should omit the '0' when dialing.

We will provide further instructions and information as to whether we are able to cancel your order before it ships. If your order has already shipped, you will be responsible for returning the items to us.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective (please see details above for damaged or defective items)

As soon as we receive notice of your cancellation along with the returned items, we will refund the relevant part of the purchase price for that item. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html

Need to know more?

We hope this explains things clearly, but if you have any questions, please contact us with any questions. If you would like more information on Royal Mail, please visit their website at www.royalmail.com

Racket Records is not a physical shop, and we do not allow visitors to the offices. Purchases must be made via the website, post, or fax as detailed above. Our office hours are 10:00am to 5:00pm (UK time) from Monday to Friday.

We observe all UK bank and public holidays, and our offices are closed on these days. Racket Records also closes annually for an extended Christmas break.

We respond to emails and process orders during the above office hours only.

There are occasions (such as shortly before, during or immediately after a tour) when we may not be able to observe daily office hours as listed above, and apologise for any delays in replying to queries which may extend beyond 2 or 3 working days.

Finally - remember reality! Racket Records is a relatively small team working from offices within Marillion's Racket Club studio. We'll always do our best to help, but don't always have the resources to respond to emails or questions within minutes... Thanks for understanding!