Shipping & Returns
All orders are shipped from the UK unless otherwise stated. Mail-order items are normally despatched within 2 or 3 working days. Pre-ordered items are despatched approximately 1 week before the scheduled release date.
Unfortunately, we can not ship on UK public holidays. Orders made on a public holiday will be despatched the next working day.
All orders are despatched in protective mailers. Large orders, or orders containing a pre-ordered item, will sometimes be split into multiple packages. Please note that these would all be sent on the same day and often they will arrive simultaneously, but sometimes supplementary packages will arrive a few days later. If an order is split in this way, the packages will be marked to reflect this.
We pay great attention to the way that orders are packed, and we strive to ensure that all orders arrive in mint condition. If you feel your order arrives in an unsatisfactory condition, please email us at LSO Live or call us on +44 (0) 20 7588 1116.
We are happy to accept returns on any physical product that is returned to us within 30 days of the date you received the item. Before returning any items please contact us on LSO Live or call us on +44 (0) 20 7588 1116. Our staff will provide you with a Returns Authorisation ID and will also advise how to return it to us.
To be eligible for a refund, your item must be returned unused in its original packaging, with any seals and shrink-wrap intact. We can only accept the return of opened items if they are faulty.
Please note: we cannot accept returns of digital download products.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Once your return is received and inspected, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Late or missing refunds
If you are experiencing delays receiving your refund, we ask that you please first check your bank account again or contact your credit card company, as it can take several working days before your refund is processed by them after authorisation.
If, after contacting your bank, you still have not received your refund, please email us on LSO Live or call us on +44 (0) 20 7588 1116.
We will do our best to replace any faulty item free of charge. Please contact us explaining the issue with your item and we will promptly reply. We may require you to return the faulty item(s) or send us other evidence of the issue. You will be reimbursed for any return postage. Please do not return faulty items to us without contacting us first.