Frequently asked questions (FAQ)
If you want to check your order please log in to your account, or watch your e-mail inbox. Everytime something ships, a notification will be send out.
We also offer a status page for all pre-order related records and merch, if you want to stay up to date at a glance please check this page:
We are committed to making things right for our audience and customers. We put together some basic guidelines and tricks for questions and troubleshooting to knock out various issues our customers have experienced and requested. In the end, we want you to enjoy the items as much as we do. Always remember music on a record is the rule, and official merchandise is the only real deal.
Pandemic and crisis area Shipping and restrictions?
You can check if we can deliver your order following this link:
What are your shipping fees ?
Rates may vary and will be quoted at check out. For a quick overview please check our shipping page HERE
Import duty and tax charges are not included in the shipping price.
Items ordered together will not be split; all items will ship together once ready.
How do I place an order ?
You can browse our online store and add all your desired products to your cart/basket, at the same place you can also review and change your order at any time. Once you are ready to check out please enter your delivery and invoice address. Those may differ. If you enter your phone number it will be easier for us to get in touch with you in case we have questions, and some delivery options may demand you to leave a phone number for us. Your email address is necessary to send your order confirmation and delivery information, while your personal data will be handled accordingly to valid privacy policies and we may only use them to work on your order in proper fashion. You will receive an order confirmation by mail once your order was placed and received by the system.
How long do I have to wait for my order ?
All in-stock items typically ship within 3 to 5 business days. Any items/releases pre-ordered will be reserved once paied and then hold for you, once the release is out or the records are in stock we will ship. Items ordered together will not be split; all items will ship together.
Every time an order ships the warehouse will update your order and a email will be send to you, this will also include your shipping info (tracking number). Please duly note that large releases may take a bit longer to fulfill. If you suspect your order’s lost, please reach out to us to check in.
Can you combine orders ?
Most of the time, we don`t.
We know the thrill to pre-order something quick, and to find more stuff later. But our system does not allow us to combine orders and often enough savings are minor.
Make yourself aware of what we have browsing our catalogue and listen to our releases on our Youtube, Bandcamp pages or Spotify.
Do you have Shirt ___ in my size ? And how will the Shirt/Longsleeve/Hoodie fit me ?
Please check the product pages for reference on available shirts. If you can`t select or put the size of your choice into cart, we are out of them.
On the product page you will also find the detail tab which will hold further information regarding your shirt and also inform about the relevant size chart.
I want to buy something but it`s temporary unavailable, can you e-mail me when it is back on sale ?
The store will help you ! Just sign up to be notified via e-mail on the product page. As soon as we have something back in stock, you will receive a notification.
We value our cutomers and geniuine interrest, but we can`t e-mail personally.
I pre-ordered something! When will I be charged and when will it ship ?
Thank you for the interrest and support ! All payments are processed at the time of purchase. Bank wire orders will only be hold upon successful payment, these need to be payed within 14 days or they get cancelled by the System. Any items ordered with a pre-order will not ship until all items are in stock. Please refer to the official infos on the product page and our channels when releases/items ship out. Everytime an order ships the warehouse will update your order and a email will be send to you, please make sure you spam folder won`t eat our emails.
For pre-orders and pre-sale items, please also see our new
My order is placed since X days, how will I know when it ships ?
All in-stock items typically ship within 3 to 5 business days (remember weekend is not a business day).
If your order was a pre-order for a future releases/item, pre-orders will not ship until all items are in stock/releases, this may be before or on/around the official release date.
Please duly note that large releases may take a bit longer to fulfill.
You’ll receive a shipping confirmation email with tracking information as soon as your order is on the way to you. If you haven`t got a shipping update from the store, please check your spam, or simply log in to your account at the store HERE
I live close by your city or travel through, can I pick up my order or visit to browse records ?
We love record stores but we are a warehouse so you won't have the same feeling and rather find... nothing. Local pick-up is not a direct option via the online store at this time. E-mail us if you plan to pick up from the warehouse. Any order for this still needs to be placed through the online store using the bankwire option, otherwise we can`t work it out.
Got my order and something is damaged, can I get a replacement ?
Don't hesitate to contact us if you have an issue with your order and we will get it sorted. Be sure to include your order number and a brief summary of the issue in the email, as well as photos and/or video of the damaged item. Please understand that if you are inquiring about your damaged item after 30 days of receiving, we may be limited in what we can do for you.
I did pre-order something but moved, how can I update my address ?
Very easy ! If you have an account with us please log in and you`ll be able to change yourself. If you don`t please make sure you contact us with your new address before your order’s shipped, we can get it updated. Changing the address on your account does not affect an order that has been previously placed, so be sure to reach out and let us know! Of course, we are unable to accommodate third-party shipping.
Do you ship international?
We do ! Please note that international shipments may take longer to arrive. Import duty and tax charges are not included in the shipping price.
I`m a dealer, are you offering wholesale ?
Wholesale is available to dealers, businesses who have a business license and/or resale certificate. If you're an online merchant, label or physical record store interrested to stock our titles, please register an account online with all the information you need and afterwards get in touch with us so we can review your application for a wholesale account and verify it.
Please reach out to wholesale at eisenton.com for all dealer related things.
I need to return something, how does it work ?
If you have a problem with any item, please reach out to us within 30 days to process a replacement for your product. Email a photo/video of the problem along with name and order number of the damaged product to info at eisenton.de
If you want to exchange your shirt or a different size, we are happy to help as long as supply lasts but please be aware that you will have to cover the postage on your shipment to us.
How can I cancel my order ?
All sales are final, though if you feel there’s a reason for an exception, or you want to change something, please contact us within 24 hours of making your order. Once shipped your order can be returned under the eu rules of withdrawal for orders.
I missed out on something, will you be printing more ?
Yes ! We try to keep releases in stock as long as interrest comes. Any store items that are out of stock and marked Temp. Unavailable will usually qualify to be reprinted/repressed. Follow our socials, sign up on our newsletter or use the notification function on the very product page to be the first to know when something is available again. Exceptions are one-time, limited-edition release as they won't be reprinted.
How do I find out about new releases and specials ?
We usually announce new releases via our newsletter and we make an announcement via social media on Instagram, Facebook , or Twitter) as soon as items are unveiled on our site.
I got my record, it looks and sounds great ! But I seem to miss something (insert, book, poster etc.)
We and our manufacturers employ a standard quality assurance audit of all puzzles created, but there’s always a tiny margin for error that may not be caught when assembling and prepping records and packaging filled with all components. Please get in touch with us and we are happy to help you out.
My record isn`t looking like the one on the website
Records made in color and with effects are usually hand-crafted, and variations across the pressing are very natural. We try to produce records that are consistent across the pressing, but this is not 100% possible with the plants due to various factors. That being said, it won`t lower the uniqueness and collectibility of your vinyl!
Color vinyl pictures provided (and mock ups as such) are a sample display. Especially marble/mixed vinyl is always different in the way it looks after every manufacturing process. That applies to the intensity of color swap and the amount of effect to be seen in every platter.
My record is warped, jumps or clicks
In most cases, slight warping won`t stop the enjoyment of listening to the record. I rare cases warping can touch your tonearm and impair the sound. If this happens, definitely return the record for a replacement. If the playback doesn’t sound ‘drunk or woozy’ you’ll be good for the rest of your records existence
Warping is a common occurrence on vinyl records, as plastic is produced using high heat, creating an attractive environment for warping. We press on 180g vinyl whenever we can, to give us the best set up to automatically prevent warping, or any heavier warps in general due to more material of the platter.
For a clicking or jumping record, if you receive a record like this please reach out to us. Production issues may happen, even with the biggest plants out there as vinyl remains to be a analog, and mechanical processed medium.
Please make sure to check these things before you mail us.