Shipping & Returns

📦 Track & Trace

Once your order has been shipped, you will receive a confirmation email with a tracking number.

🇺🇸 Shipping to the USA — Currently Not Available

Unfortunately, we are currently unable to ship to the United States. Since the new tariffs on EU goods came into effect, our shipping provider only offers express service to the USA at around €80 per parcel, which is not a workable option for records. We have therefore suspended US shipping until regular shipping rates are available again. We will reactivate the option as soon as the situation changes – thank you for your understanding.

✍️ 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
🇺🇸 USA    Currently not available    –    –    –

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., Japan, UK, Switzerland), 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