Shipping & Returns
📦 Track & Trace
Once your order has been shipped, you will receive a confirmation email with a tracking number.
✍️ Signature on Delivery — Please Read Before Ordering
Our standard shipping methods — Brief International Plus (registered letter) and standard parcel via the Austrian Post — are delivered without a signature on receipt. This keeps shipping affordable and is our default for all orders, in Austria and worldwide.
If you require a delivery method that captures a signature on receipt (for example for insurance or building-access reasons), please email us at office@alt-neu.shop before placing your order, or immediately after checkout, so we can arrange it for you. A signature service may involve an additional charge and can affect delivery time.
Unless we hear from you in advance, every order is shipped by our standard method without signature.
🚚 Shipping Rates & Free Shipping Thresholds
We ship worldwide via the Austrian Post (Österreichische Post). Our rates are based on the weight of the package:
| Region | Standard (up to 2kg) | Medium (2kg–4kg) | Large (> 4kg/10kg) | Free Shipping From |
|---|---|---|---|---|
| 🇦🇹 Austria | €4.99 | €9.99 | – | €70.00 |
| 🇪🇺 Europe (EU) | €9.99 | €19.99 | €29.99 | €90.00 |
| 🌍 Worldwide | €16.99 | €29.99 | €39.99 | €190.00 |
Processing Time: We ship orders 1–2 times per week to ensure efficient handling. Each order includes a tracking number.
Customs & Taxes (Non-EU): For orders outside the European Union (e.g., USA, Japan, UK), the buyer is responsible for any import VAT, customs duties, or handling fees that may apply.
🔄 Returns & Exchanges
We accept returns and exchanges for both defective and non-defective products within 30 days of receipt.
Return Window: 30 days from the date of delivery.
Product Condition: We accept returns of new (sealed) and slightly used items, provided they are returned in the same condition as received.
Return Shipping Costs: The buyer is responsible for return shipping costs (customer responsibility), unless the return is due to an error on our part.
No Restocking Fees: We do not charge any restocking fees.
Refund Processing: Refunds are processed within 30 days after we receive the returned item.
How to initiate a return:
- Contact us: Please send an email to office@alt-neu.shop before sending any items back.
- Return by Mail: Send the item securely packaged to our store address.
- In-Store Return: You can also return or exchange items directly at our shop in Windmühlgasse 10, 1060 Vienna, Austria during opening hours.
💎 Grading & Quality
Grading Standard: We grade our records strictly according to the Goldmine Standard to ensure you know exactly what you are buying.
Jewel Cases (CD/MC): Please note that plastic jewel cases are considered replaceable parts. Cracks in replaceable cases do not count as a defect.
Our Packaging Promise: We use professional record mailers and stiffeners. If an item arrives damaged, please take photos immediately and contact us so we can file a claim with the postal service.
📩 Contact Information
Questions about a record or your order?
Email: office@alt-neu.shop
Store Address: Alt & Neu Records, Windmühlgasse 10, 1060 Vienna, Austria