Frequently Asked Questions

We accept Visa, Mastercard, American Express, and Google Pay via YOCO — South Africa's trusted payment processor. Your card details are never stored on our servers.

Once your order ships, you'll receive an email with a tracking number and link. You can also check your order status anytime at My Account → My Orders.

If your order hasn't shipped yet, contact us via the Help & Support page and we'll do our best to accommodate changes. Once shipped, cancellations aren't possible but you can return the item.

Absolutely. All payments are processed through YOCO's encrypted checkout. We never see or store your card details. YOCO is PCI-DSS Level 1 compliant.

Yes, all prices on the site include 15% VAT as required by South African law. The VAT portion is shown on your order confirmation.

Local delivery (Gauteng, Western Cape, KwaZulu-Natal): 3-5 business days. National delivery (all other provinces): 5-7 business days. You'll receive tracking updates at every step.

Local provinces (GP, WC, KZN): R50. National: R99. Orders over R500 ship free. Collection from our Johannesburg location is always free.

International shipping is available on request. Contact us with your country and we'll provide a custom quote. Please note that customs duties and import taxes are the buyer's responsibility.

Every record is shipped in a custom vinyl mailer with corner protectors and stiffeners. We take packaging seriously — your vinyl arrives in the same condition it left our shelves.

Contact us immediately via Help & Support. We'll investigate with the courier and either reship your order or issue a full refund. We insure all shipments.

Sealed records can be returned within 14 days for a full refund. Opened records can only be returned if defective (warped, scratched, wrong pressing). Merch can be returned unworn within 14 days.

Contact us via Help & Support with your order number. We'll process your refund within 24 hours. Refunds are sent back to your original payment method and typically appear within 3-5 business days.

If your record has a manufacturing defect (warping, pressing errors, surface noise beyond normal), contact us with a photo or video and we'll replace it or refund you — no questions asked.

A curated vinyl subscription. Every month, our team hand-picks records based on your taste and ships them to your door. It's like having a personal record buyer.

Your card is charged automatically each month via Paystack. You can cancel anytime from your account — no lock-in contracts, no cancellation fees.

The magic is in the curation — our team selects records you wouldn't find on your own. But you can set genre preferences and we'll take them into account.

Contact us and we'll note your feedback for future selections. While we can't accept returns on subscription records (they're selected specifically for you), we use every piece of feedback to improve your next box.

Store records vertically (never stack them flat), in a cool dry place away from direct sunlight. Keep them in their inner sleeves and jackets. Avoid extreme temperatures — heat warps vinyl.

Use a carbon fibre brush before each play to remove surface dust. For deeper cleaning, use a dedicated record cleaning solution and microfibre cloth. Never use household cleaners.

Mint (M): Perfect, unplayed. Near Mint (NM): Almost perfect, minimal signs of handling. Very Good Plus (VG+): Minor surface marks, plays without distortion. Very Good (VG): Noticeable wear but still enjoyable.

No — you can checkout as a guest. But creating an account lets you track orders, save your wishlist, earn referral credit, and access your support tickets.

We use Google Sign-In, so there's no password to forget. Just click 'Sign In' and choose your Google account. If you signed up with email, use the 'Forgot Password' link on the sign-in page.

Go to Help & Support (under Services in the menu) or visit vinyltouch.store/contact. Submit a ticket and we'll respond within 24 hours. You'll get a ticket number to track your request.