Where’s my order?

• UK Mainland*: Can take 2-3 working days to arrive from dispatch date
• UK First Class: Recorded* UK orders placed before 2pm on a working day will arrive by the next working day. Signature required on delivery.
• Europe: 3 – 5 working days
• USA: 5 – 7 working days
• Rest of World: 5 – 10 working days

If it has been longer than this time, then please contact us.

If an item in your order is a pre-order product, then the item will be dispatched on the day it is released. The release date will be clearly shown on the product detail page on our website.

* All delivery times assume delivery to the UK Mainland (which includes Anglesey and the Isle of Wight). Deliveries to British Forces Post Office address, Northern Ireland, the Scottish Highlands & Islands, Isle of Man, Isles of Scilly and the Channel Islands will take longer, however, UK First Class Recorded Delivery will always be quicker than Standard to these locations.

Worldwide Shipping To Our Global Community

We are proud to ship our music and merchandise from our home here in the UK to fans all over the globe. To ensure a smooth delivery, please read our updated international shipping policy below.

Understanding Import Fees: Our Policy

When an order is shipped internationally, it is subject to import duties, taxes (like VAT or GST), and handling fees levied by the destination country’s customs authority.

Please be aware that the customer, as the importer, is solely responsible for the payment of any and all of these charges.

Our business has no control over these charges, and we cannot predict what they may be. They are not included in your order total unless explicitly collected at checkout. We ship all international orders on a DAP (Delivered at Place) basis, meaning the final price does not include the destination country’s import taxes.

Information for Popular Destinations

• 🇺🇸 United States (USA): A Major Policy Change As of August 29, 2025, the US government has eliminated the $800 duty-free import threshold for all commercial shipments. This is a significant change to US import policy. All orders, regardless of value, will now be assessed for US import duties and taxes. While audio CDs and vinyl records have a 0% tariff rate, they will still be subject to a Merchandise Processing Fee (MPF) and may incur handling fees from the courier. Your order will not be delivered until these fees are paid.

• 🇪🇺 European Union (EU):

  • Orders up to €150: Good news! We are registered with the EU’s Import One-Stop Shop (IOSS). This means for orders with a total value up to €150, we collect your country’s VAT at checkout. The price you see is the final price you pay, with no surprise VAT or handling fees upon delivery.

  • Orders over €150: The IOSS scheme does not apply. These orders will be shipped DDU (Delivered Duty Unpaid), and you will be responsible for paying VAT and any applicable customs duties and courier handling fees when the parcel arrives in your country.

• 🇨🇦 Canada: Thanks to the UK-Canada trade agreement, goods made in the UK (like our T-shirts and physical media) are typically duty-free. However, you will be responsible for paying federal and provincial sales taxes (GST/PST/HST) and the courier’s brokerage fee upon delivery.

• 🇲🇽 Mexico & 🇦🇷 Argentina (and all of South America): Customs thresholds in these regions are often low and regulations can be complex. We strongly advise you to assume that import fees will be charged. Please check with your local customs authority for the most accurate information before ordering.

Refused or Unclaimed Deliveries

If you refuse to pay the import fees for your order, or if the parcel is returned to us as unclaimed, we will have to deduct the costs of both the original and the return shipping, plus any customs fees charged to us on the return, from any refund issued.

Important FAQs

• Can you declare a lower value or mark my order as a “gift”? No. We are legally required to declare the full and accurate value of the goods on all customs documentation. Falsifying this information is illegal.

• Can you tell me exactly how much the fees will be? Unfortunately, we cannot, as these fees are set and levied by your country’s customs office. For orders shipping outside of our EU IOSS scheme, you are the only one who can pay them.

By placing an order on our website, you acknowledge and agree to the terms of this international shipping policy.

I want a refund

Naturally, we hope you’ll be delighted with the products you purchase from us. If for any reason you want to return anything, you can, within 30 days from the day that you receive the products.

We cannot be responsible for any goods that we do not receive, so we suggest that you send any returns back to us using some form of guaranteed delivery.

Products returned to us must arrive in the same condition in which you received them and in re-saleable condition. That means:

– CDs and DVDs must be in perfect condition, including the seal on the packaging.

Our returns centre will be happy to process an exchange for you, so if there is another item or size that you would prefer over the one you have already received, please include written details with the item you return.

This item would need to be of less than or equal value to the original item ordered. In cases of exchange with product(s) of less value, the outstanding amount owed will be refunded.

CD returns address: 

Global Underground (Returns)
4th Floor, British India House
15 Carliol Square
Newcastle upon Tyne
NE1 6UF
United Kingdom

Please ensure you include a note detailing your order number, your reason for refund and whether you require a replacement or a refund, when sending your product back to us.

Faulty products that you notify us about within a reasonable timescale after delivery are eligible for an exchange or refund (subject to our confirmation of the fault). We have no further liability to you other than the exchange or refund of the products.

This does not affect your statutory rights.

How long will my refund take to be processed?

Refunds will take up to 2-3 working days to be processed from the receipt of returned goods.

How much will it cost to ship to me?

We offer FREE delivery to the UK.

For international deliveries, our website calculates the delivery cost based on the size and weight of your order, as well as the location it is to be sent to. You can see the delivery cost during the checkout process, once you have selected your delivery address.

If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

When will you ship my pre-order?

On the day the item is released. You will be able to find this out by checking the release date on the product page for the item you have ordered.

My order is damaged – what should I do?

Should you receive any items that prove to be faulty or damaged, you can return them to the following address:

Global Underground (Damages)
4th Floor, British India House
15 Carliol Square
Newcastle upon Tyne
NE1 6UF
United Kingdom

Please enclose a note quoting your order number and specifying whether you require an exchange to be sent out, or a refund.

All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Do you ship everything together or separately?

For standard orders of products already released then all items will be dispatched together, if you also add a Pre-Order product then every product in that order, both released and preorder, will be shipped on or just before the release date of Pre-Order product.

Can I send to multiple addresses?

Unfortunately, not at the moment. To send to multiple addresses, you will need to make separate transactions for each different address.

Can I cancel my order?

Yes, you can cancel and order or preorder before it has shipped. Within 30 days of receipt of your order, you may return any item in its original and unopened condition for a full refund. Our returns centre will be happy to process an exchange for you, so if there is another item or size that you would prefer over the one you have already received, please include written details with the item you return.

All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Can I change details of the order I just placed?

Yes, you can change the details of your order anytime between when it was placed and 48 hours before it ships. Within 30 days of receipt of your order, you may return any item in its original and unopened condition for a full refund. Our returns centre will be happy to process an exchange for you, so if there is another item or size that you would prefer over the one you have already received, please include written details with the item you return.

All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Can I place my order over the phone?

No, we currently only accept orders online.

What countries do you ship to?

We offer worldwide shipping.

Can I buy gift vouchers?

Unfortunately, we do not sell gift vouchers yet, but we are planning to introduce these soon.

When do you take my payment?

When you reach the final billing page and press ‘Submit’, we will immediately complete some basic checks on the payment details you have provided.

If these checks are authorised, then you will receive an email within a few minutes confirming your order. We will then contact your bank/card issuer for authorisation to take payment from your account. If your bank authorises payment, then the full purchase price will be charged to your card.

What payment methods do you accept?

We accept VISA, MasterCard credit cards as well as Maestro, Solo and Delta debit cards. We also accept Paypal, Amazon Pay, Apple Pay and Google Pay. Sorry, we cannot accept any cheques or cash for payment.

Do you store my card details?

No, we do not.

What currencies do you accept?

We accept UK Pound Sterling (GBP), Euros (EUR) and US Dollars (USD).

The actual price charged to overseas customers in other currencies will be subject to the exchange rate applied by the customer’s credit or debit card company at the time of placing the order.

Customers outside the United Kingdom may also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check the latest applicable local requirements before placing an order.

Why has my payment not been accepted?

Please check that you have entered all card details correctly and that your credit/debit card is still valid.

Please ensure that your name and billing address matches the name and address your credit/debit card is registered to.

If you are using a new credit/debit card, please check with your bank that your payment card is activated.