FAQ

Physical orders

CDs, vinyl records and printed sheet music books are shipped from Germany.

Available shipping methods, prices, tracking and estimated delivery times are shown at checkout. They depend on the destination, parcel weight and items in your order.

Estimated delivery after dispatch

For international shipments sent through Pakajo, please allow the following approximate delivery times from dispatch, including forwarding through its hub in Germany:

These are rough estimates, not guaranteed arrival dates. For Germany, other destinations and other shipping providers, please see the estimate for your shipping option at checkout.

For shipments sent through Pakajo, parcels first go through its hub in Germany before being forwarded to a partner carrier. A shipping confirmation or UPG reference does not by itself confirm that the onward carrier has received the parcel.

A partner carrier reference or tracking link may appear later for the same parcel. Untracked services may have only limited processing updates. A later reference does not start a new shipment.

Business days exclude weekends and public holidays. International delivery can take longer because of carrier or customs delays. If your parcel has not arrived within the estimate for your selected shipping option, please contact us.

Shipping options and tracking

Vinyl orders include tracking. Standard is our economy option. Premium includes tracking and insurance. Within Germany, vinyl orders ship with DHL Paket. For the United States, we offer Premium (US) with tracking and insurance.

For CDs and printed books ordered without vinyl, Standard does not include tracking and Premium includes tracking. Available options and prices depend on your items and delivery address. Check the details beneath each option at checkout.

For tracked shipping options, the link is in your shipping confirmation. Please check your spam folder if you cannot find it, or contact us.

United States

Luca-fulfilled physical orders to the United States use tracked and insured delivery, with customs duties prepaid. For shipments sent through Pakajo, parcels are consolidated in Germany and handed to a partner carrier for final delivery. Tracking may show fewer updates during the cross-border stage.

Merchandise

Merchandise fulfilled by our production partners has separate shipping options and estimates, shown at checkout.

For approximate delivery times and Pakajo tracking details, please see our Shipping information.

Please see our Shipping information for the tracking included with each shipping option and where to find your link.

For UPG references, partner carrier details and tracking updates, please see our Shipping information.

If your order was damaged during shipping, please take complete (not just damaged parts) and well-lit photos of:

• Outer package, cardboard/bubble envelope
• Inner packaging, cover, case
• Shipping label

After that you can contact us for a reimbursement.

If your package hasn’t arrived after a significant amount of time, you can contact us. If the delay is due to reasons beyond our control, you will have two options:

1. Request a reshipment by paying the shipping fee again.

2. Request a refund, which will be issued minus the shipping costs already paid.