WHAT IS DOG KNIGHTS PRODUCTIONS?
Dog Knights Productions is a UK/German-based record label, est. 2010. We've worked with bands from all over the world, such as State Faults, Chinese Football, Suis La Lune, Forests, KILLIE, Marietta, Old Gray, Nai Harvest, Sorority Noise, Foxes, Turnover, Shirokuma, I Kill Giants, Tiny Moving Parts, and loads more.
QUICK TERMS AND CONDITIONS (PLEASE READ CAREFULLY!)
We aim to dispatch all orders within 1-2 working days (excluding weekends and bank holidays). All orders placed through Dog Knights will always receive free promotional flyers, stickers, digital download codes, and maybe even a free record with larger orders, whenever possible.
Always read the item description carefully. Pre-orders are clearly noted at the top of the item description as “pre-order” along with an estimated shipping date, which is liable to change at any time due to the long process of vinyl manufacturing. This information is also added to the drop-down tab on every selectable product listing that is an active ‘pre-order’ - so it’s impossible to proceed without acknowledging. Please do not email us in June to ask where your order is, if you’ve added a product that reads ‘Due To Ship Mid-July’ to your cart.
The best way to stay up to date with active pre-order (bad news or good news), is to occasionally check our social media pages at @dogknights across all platforms. It saves both our time to quickly check these pages before emailing us asking for an update on a pre-order when we’ve been regularly updating these pages.
Need to make a change to your address? No problem, mistakes happen! Just email firstname.lastname@example.org before your order has shipped and we will do our best to amend this in time.
If you believe your order has gone missing or arrives damaged in any form, please email email@example.com along with your order #, full name + address, the date you placed the order, and any other information that could prove useful to us.
We are forever grateful to all of our customers for supporting Dog Knights and our bands. Please treat us with respect, like we will to you. Any uncalled-for aggression or rude behaviour will not be tolerated and dealt with accordingly.
As of 1st October, PayPal changed their refund policy and will no longer refund the “transaction fees” — meaning all small businesses will actually lose money whenever a customer requests a refund. It goes without saying, but we are a small label and it’s incredibly unhelpful to ask for a refund if you’ve simply “changed your mind”. All money directly goes toward future projects and/or the band. If there’s no other choice but to issue a refund, the non-refundable fees that have already been collected by PayPal (approximately 5% of the entire order) will not be returned to you.
We wish that these terms weren’t necessary and could solely focus on working with the bands that we love, and communicate directly with our amazing, supporting customers. But due to a (very small) amount of rotten exchanges over the years, we’ve had no other choice but attempt to cover ourselves the best we can.
Thank you again for supporting us and our bands. Do not lose faith in independent labels and artists!
I JUST PLACED AN ORDER, WHEN SHOULD IT ARRIVE?
First of all, thank you!
The Dog Knights Productions mail-order system is extremely efficient; all orders are packed as soon as we receive a notification from our store page. Once your order has been packed it will be taken to the post office with all other outgoing mail. From this point on, your parcel is in the hands of Royal Mail (UK), and Deutsche Post/DHL (Germany) and we have no say in what happens, but hopefully they will do their job and safely deliver it to you soon. This is how long you should have to wait for your order to arrive:
UK 3-7 working days (order from dogknightsproductions.limitedrun.com)
GERMANY 2-7 working days
EUROPE 5-12 working days
USA / CANADA 7-14 working days
REST OF THE WORLD 9-21 working days
*Note that international shipping is unpredictable; your order could take a lot longer to arrive than it should, for no real reason. It's annoying as hell but it does happen. However, some orders will turn up a lot sooner than predicted. Please have faith!
You will receive an email when your order has been dispatched. Make sure to check the email account linked to your PayPal and your junk folder.
I PLACED AN ORDER A FEW WEEKS AGO AND IT NEVER ARRIVED. DID YOU FORGET ABOUT ME ;) ?
Yes, of course. If you've received a dispatch confirmation email, your order has definitely been dispatched. If for some reason you didn't receive a dispatch confirmation email for some reason (check the account linked to your PayPal address and your junk folders), don't worry; your order has almost definitely still been dispatched. Unfortunately packages can go missing from time to time, but remember that this is a terrible situation for us as well. Before asking where your order is, please make sure you have done the following:
- Read the item description carefully. Have you purchased a product that is an active pre-order and not due to ship for a couple more weeks? It will clearly state this right at the top of the item description in bold text along with an estimated shipping date, and on the drop-down tab where you selected your size/vinyl variant. So, if the product isn't due to ship for another few weeks, there's no need to worry or contact us.
- Check with your local sorting office, neighbours and postal carrier. It might seem like a long-shot, but so many orders that have been feared to be 'lost forever' have actually been left with neighbours and the post carrier didn't leave a note saying where it's been left.
- Have you waited a bit longer than the estimated delivery times? Has there been any kind of holiday recently, such as Christmas, Thanksgiving, New Year's, or general Bank Holidays that might have delayed your delivery?
If you've answered 'yes' to the above, email firstname.lastname@example.org with your order number, full name + address, when you placed the order, and any other information that could help us track it down. We will look into it for you as soon as possible and promise to come through for you, please just be patient! Rude emails will not be tolerated, and remember to say 'hello' and 'thanks' when getting in touch. We're a very small team and we're just trying to offer the best possible service for the bands that we love, and you, the fans!
WHAT IF THERE'S A PROBLEM WITH MY ORDER?
For any kind of issue with your order, please email email@example.com / firstname.lastname@example.org or fill out the 'contact' form on the store's page and we'll get back to you ASAP.
Any PayPal-related issues must be taken up with them. Sorry, but we can't help with bugs in their system.
WHAT IS YOUR RETURNS POLICY?
If we've made a mistake with your order, such as sending you the wrong item or the quality isn't what you hoped for (scratches, warping etc) then get in touch and we'll attempt to sort this right away. As stated before, we aren't a big company like Amazon and exchanging items because you've simply 'changed your mind' is pretty harsh.