Welcome! Below you’ll find answers to common questions about orders, shipping, returns, secondhand grading, gift cards, and visiting our stores. If your question isn’t covered, email us — we’re happy to help.
Quicklinks
How to contact us
As we operate physical stores, we aren’t always able to answer the phone while serving customers.
Email is the fastest way to get help and ensures we can keep good records of your enquiry. We aim to reply as soon as we can.
We don’t monitor messages on Instagram or Facebook.
Online orders & deliveries
orders@dutchvinyl.com.au / 0493 329 341
Please include your order number and — if relevant — clear photos or a short video to help us resolve things quickly.
Sell your records
Melbourne and Australia wide: collections@dutchvinyl.com.au / 0493 877 639
Brisbane: brisbane@dutchvinyl.com.au / 0466 347 482
Retail enquiries
Melbourne: info@dutchvinyl.com.au / 0481 882 219
Brisbane: brisbane@dutchvinyl.com.au / 0481 882 219
Is everything on your website in stock?
Yes — all products listed via our site navigation are in stock and ready to ship from Melbourne. You may find sold-out items via Google or site search; most of these are on order and often return to stock quickly.
Add your email on the product page to receive a back-in-stock alert.
Where do you ship from?
All online orders are fulfilled from our Melbourne store. Our Brisbane store carries the same new vinyl and accessories but is not yet available for online checkout. If you prefer Brisbane pickup, please email the Brisbane store directly.
Postage & delivery options
- Standard shipping: Flat $12 for orders under $180.
- Free shipping: Orders $180+ (we cover postage).
- Express upgrade: Australia Post Express for a flat additional $17 and an additional $5 if you are eligible for free shipping.
Delivery timeframes depend on Australia Post.
You’ll receive a tracking link in your order confirmation email.
How can I track my order?
Your confirmation email includes a tracking number and link to Australia Post. Use that link any time to check progress.
Delivery issues (late, missing, damaged)
First, lodge an enquiry with Australia Post via their delivery issues page so they can investigate. If you’re not satisfied with their resolution, email us and we’ll assist further.
How do you package orders?
We use sturdy, purpose-made vinyl mailers/boxes. Special or delicate items are wrapped in protective materials for extra care.
What if there’s something wrong with my order?
Email us with your order number and a brief description of the issue. Clear photos or a short video are essential for assessing damaged, defective, or misgraded items and help us resolve things quickly.
Returns & Refunds (overview)
- Change of mind / general returns: You may return sealed/unused items within 14 days of receipt. Items must be in the same condition and packaging. You’re responsible for return shipping. A restocking fee applies: $15 or 10% of the order value, whichever is greater.
- Incorrect item received: If we sent the wrong product, we’ll fix it — email us and we’ll arrange the correct item.
- Damaged, defective, or misgraded items: Email us within 14 days of delivery with photos/videos. Where approved, we’ll provide a prepaid return label. Depending on stock, we may replace, refund, or issue a store credit. Returned items will be tested; if no fault is found, the item will be returned to you.
How to start a return or claim
Before you email us please read the below section on issues with entry-level turntables.
- Email orders@dutchvinyl.com.au within 14 days. Include your order number and clear photos/video.
- We’ll assess the information and advise next steps. For approved returns, we’ll email a prepaid label (where applicable).
- Pack the item securely (original packaging preferred) and lodge it.
- Once received and verified, we’ll process a replacement, refund, or credit.
Playback issues & entry-level turntables
Playback quality depends heavily on your setup. Many budget players — particularly suitcase-style or models without adjustable counterweight/anti-skate — can cause skipping, distortion, or excessive wear. These issues are due to equipment limitations rather than a defect in the record itself.
If a record plays cleanly on a well-set-up deck but skips on a low-spec player, it won’t be considered faulty. We recommend a turntable with adjustable tracking force and anti-skate, a correctly aligned cartridge, a level surface, and a healthy stylus for the best experience.
If you’re experiencing skips, please send a brief video of the issue and your setup. We’re happy to advise.
Secondhand grading — what if we got it wrong?
We visually grade all secondhand records and play-grade higher-value items. Very occasionally, a visually clean record can have noise or a skip. If you feel an item was misgraded, email us with your order number, description, and photos/video; we’ll make it right with a fair discount, replacement (if available), or a return and refund. See our grading guide for how we define each grade.
Cancellations (before dispatch)
Most new-vinyl orders can be cancelled before dispatch for a refund to your original payment method. Email orders@dutchvinyl.com.au as soon as possible.
Pickup orders (Melbourne)
You can collect from our Melbourne store during opening hours (see below). If an order isn’t collected within 30 days, we’ll refund it minus $3 per item to cover restocking and processing.
Gift cards
Online digital gift cards: Emailed with a unique code; usable online or in-store. You can print the email for a physical gift.
Physical gift cards (purchased in-store): Redeemable in both stores. To use a store-issued physical card online, contact the issuing store to convert it to an online code.
Visit our stores
Dutch Vinyl Melbourne
269 Johnston Street, Abbotsford VIC 3067
Open: Mon–Fri 10am–6pm · Sat–Sun 10am–5pm
Retail enquiries: info@dutchvinyl.com.au / 0481 882 219
Dutch Vinyl Brisbane
179 Latrobe Terrace, Paddington QLD 4064
Open: Mon–Sat 10am–5pm · Sun 10am–4pm
Email: brisbane@dutchvinyl.com.au / 0466 347 482
Selling your records
We buy collections — large or small — and travel anywhere in Australia for large or specialised collections.
Melbourne & Australia-wide
collections@dutchvinyl.com.au / 0493 877 639
Closer to Brisbane?
brisbane@dutchvinyl.com.au / 0466 347 482
When contacting us, tell us your location, approximate quantity, and key genres/artists. Photos, videos, or lists are very helpful.
Quick answers
- Do you monitor social DMs? No — please email us.
- Do you offer Express? Yes — upgrade available at checkout.
- What packaging do you use? Rigid vinyl mailers/boxes; extra padding for delicate items.
- What if AusPost can’t help? Email us and we’ll step in.
- How long do I have to report an issue? Please contact us within 14 days of delivery.
If you need any other help, just email us — we’re here for you.