FAQs

USING THE WEBSITE

How do log in and make orders?
To place orders you need to register an account by selecting “register” from the menu at the top of the home page. You will be asked to enter your name, address, email address and a password which you can then use to log in each time you use the site. You can also create an account from the checkout page

What if I’ve forgotten my password?
Select “log in” from the menu at the top of the home page and click on the “forgot password” link and a reminder will be sent to the registered account holders email address.

What if I want to change my email address?
Please email us your new details and we will reset if for you.

PLACING AN ORDER


How can I pay for my order?
Orders can be paid for by credit card online or over the phone. We also accept cheques, cash, postal orders and money drafts payable in UK sterling only. If you want to send cash we advise using special delivery. You can order via this site or call 02921 660633 to place orders over the phone. If you want to pay by cheque, cash or postal orders call us to get a quote and reserve items.

What happens if my credit card has declined?
If your card has declined we will notify you by mail and continue to try your card for payment for a further two weeks before cancelling your order. If you have received a mail from us or think that your card has declined please call on us 02921 660633 to check your details or provide alternative ones

My order has not been processed - why is payment shown as taken in my bank account?
When we receive your order we credit check your account and pre-authorise payment with your bank ready for your order to be completed. Please note that these funds are only reserved in your account and we will charge your card once when your order is ready for dispatch.

When will I be charged for my order?
We only take payment for your order when it has been picked and is ready for dispatch. We never charge for items that are out of stock

Why can't I add a different delivery address for my order?
To protect our customers and Catapult from credit card fraud we reserve the right to only deliver to the card holder’s registered billing address for all orders over £100. We do recognise that sometimes this is not practical – if you need your order to be delivered elsewhere please email us with the details. We will ask for name and address ID and reserve the right to cancel any orders we consider may be fraudulent.
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When will my order be dispatched?
All vinyl titles are available for immediate shipping unless set as backorder – shipping in the UK is free for all vinyl orders over £14 Please allow up to 14 days for delivery of all other stock, although we normally deliver well within this time. Many of our products are very specialist and sometimes have to be manufactured and ordered in. If this is the case with your order you will be informed of any delay by e-mail.

How does shipping work on pre-orders?
Pre-orders will be shipped for delivery on the day of release. Please note that release dates are subject to change. We are given provisional dates by the distributors and these frequently change.

How will my order be delivered?
We use standard Royal Mail for orders less than 2kg in weight or £65 in cost with a combination of recorded, special and DHL 48 hour courier delivery for all other orders. For International orders we use Royal Mail airmail with additional insurance for higher cost and weight items. Royal Mail is not a time guaranteed service but will generally arrive next day in the UK please allow 2 – 10 days for international orders. We cannot guarantee delivery times as these are technically out of our control however we constantly strive to ensure they are to the highest standard

AFTER YOUR ORDER HAS BEEN PLACED

My item is out of stock, how long before I receive it?

VINYL
With vinyl products an item is out of stock if marked on the site as “backorder”. We do our best to get titles out to you as quickly as possible; however the nature of vinyl can be very specialist with limited numbers available. We often have to wait for titles to be repressed making it impossible to give precise delivery times. As we are a real shop and occasionally a record shown as in stock on the site is unavailable, this is because a customer has just bought it in store and our system is in the process of updating.

CD/PACKS/CLOTHING/EQUIPMENT
Many of our products are very specialist and sometimes have to be manufactured and ordered in. If this is the case with your order you will be informed of any delay by e-mail. Generally please allow 14 days for delivery, although we normally deliver well within this time.

We will keep your order in our system while we wait for items to come back into stock and will not charge you until your order is ready to dispatch. We do not add additional postage for orders that are split over a number of deliveries. You can cancel your back order at any time by emailing or phoning us. Please note that if you do not cancel your back orders, they remain on-going with us. When cancelling a back order please make sure you receive confirmation from us that it is cancelled.

Can I add to my order?
Yes as long as your order has not been dispatched there is no need to place a new order – just email or phone us with the extra items and we will add to any order that you have pending. Postage costs will be reduced accordingly.

How does Catapult communicate with its customers and keep me updated about the status of my order?
Once you have placed an order you will receive an order confirmation email from us by return. You will be notified thereafter by email how your order is progressing and when it has been dispatched. These emails are generated automatically by our system, if you are not receiving mails from us then please check your junk folder.

My order hasn’t arrived?
All orders are insured, so in the case of an order not arriving, we can issue a replacement. In the case of UK orders, 14 calendar days must elapse after the despatch date before we can start to trace your package. In the case of non-UK orders, 28 days must pass.

After this time, please contact us to report the missing order. Please note:

Before a replacement package can be sent, we will require you to contact your local postal delivery office to check that the item is not awaiting collection. (In the UK, details of your local delivery office can be obtained from Royal Mail Customer Services on 08457 740740.) If we suspect that a customer's package has been stolen in the post, we reserve the right to refuse to supply further orders.

If your order is returned to us because delivery to your address has failed you will be responsible for the costs to resend the package.

Can I cancel my order?
You can cancel your order at any time before dispatch by email or telephone. We will send you confirmation of the cancellation. If your order has been dispatched you will need to return it to us within the seven days specified in our returns policy

Is my hardware covered by guarantee?
Hardware products are covered for twelve months by their respective manufacturer's warranties. Wear and tear, cartridges, stylus’s and crossfaders are not covered