Please be advised that order confirmation emails are only sent if the order has been placed successfully. If you have not received an email confirmation, it is likely that your order has not gone through. If you believe payment has been taken from your account, or that you may have entered an incorrect email address, please contact us via email at cs@mdby.co.

Payments may fail due to incorrect billing details, expired cards, or issues with your bank. Double-check your info and try again, or contact your card issuer.

For in-stock items, we aim to dispatch all orders within 24-72 hours. During busy periods or unforeseen delays, please allow up to 5 business days (Mon–Fri).

For pre-orders, dispatch will take place within 24-72 hours of the advertised release date. Any changes to this date will be communicated via email.

Once an order has been placed we’re unable to guarantee any changes. If you spot a mistake, please contact us straight away at cs@mdby.co and we’ll do our best to help. As orders are shipped quickly, modifications aren’t always possible.

Please ensure your shipping details are correct at checkout. Once dispatched, we’re unable to reroute parcels and cannot take responsibility or provide further assistance if the order is delivered to the address entered at purchase.

If you notice an error, email cs@mdby.co with your order number and updated details immediately. We’ll try to help if the order hasn’t yet shipped, but changes can’t be guaranteed.

We aim to process and ship orders as quickly as possible, so cancellations aren’t always guaranteed. If you contact us immediately after placing your order, we’ll do our best to help. Please email cs@mdby.co with the subject line “Order Cancellation Request – [Your Order Number]”.

Delivery times will depend on the shipping option you selected at checkout.

For UK orders, standard delivery can take up to 5 business days, while tracked delivery usually arrives within 24–48 hours.

For European addresses, delivery typically takes between 3–7 business days.

For the rest of the world, it’s usually 5–10 business days.

If we anticipate any delays, we’ll contact you using the details provided at checkout. If your order hasn’t arrived within the expected timeframe, please get in touch at cs@mdby.co.

Only orders that include tracked shipping at checkout will come with tracking information. Some UK orders are tracked, but not all - it depends on the service selected at the time of dispatch. For international orders, we strongly recommend choosing tracked shipping for peace of mind.

Sometimes items ship separately depending on availability or product type. If so, you’ll receive multiple dispatch emails and tracking numbers.

If there’s a problem with your order, please let us know as soon as possible after delivery by emailing cs@mdby.co with your order number and clear photos of the item and packaging.

Once we've reviewed the issue, we'll let you know the next steps, which may include a replacement, refund or return. If a return is required, we'll provide full instructions.

If your order includes both in-stock and pre-order items, your order will be held and shipped together once the pre-order item is ready.

If you'd prefer the in-stock item to ship sooner, we recommend placing separate orders.

If your order includes a digital download, you’ll receive an email with a link once your payment is confirmed.

If you’ve purchased a pre-order, your digital download will be sent on or shortly after the release date.

Please check your spam/junk folder if you haven’t received anything. If it’s still missing, contact us at cs@mdby.co.

We use a range of trusted delivery partners, and the courier may vary depending on your location and the best available service we can provide at the time of ordering. You’ll be able to see which courier is handling your parcel once your tracking information is sent after dispatch.

Carriers may leave your parcel with a neighbour or in a safe place. A card may be left, or you’ll be able to contact the courier to rearrange delivery or collection.

Our systems only recognise addresses written in the Latin Alphabet, so we recommend providing your address in this format. Failure to do so could result in your delivery being delayed whilst we work to resolve the issue.

If you have any questions relating to how to format your address, please contact us via email at cs@mdby.co.

Shipping is calculated at checkout based on the weight and size of your order and your delivery location.

If you're ordering from outside the UK, your order may be subject to import duties, taxes, or customs charges when it reaches your country.

These charges are set by your local customs office and are not included at checkout. You’ll be responsible for paying them, and unfortunately we can’t predict or control the cost.

If customs charges aren’t paid in time, your parcel may be returned to us and treated as a Return to Sender (RTS). Please see our 'My Order Was Returned to Sender' section below for more information.

Please note: customs charges are separate from any VAT applied at checkout.

Changes to EU Imports

From 1st July 2026, the European Union introduced a new customs duty on low-value imports entering the EU.

Previously, orders valued under €150 were generally exempt from customs duty. Under the new rules, eligible orders may now be subject to a fixed €3 customs duty per product type imported into the EU.

Example Charges

Here are a few examples of how this may apply:

3 × Vinyl – €3
CD + T-shirt – €6
CD + Vinyl + T-shirt – €9

These examples are provided as a guide only. The exact customs charges will depend on the contents of your order and may vary.

What Does This Mean?

We are IOSS registered, so VAT will continue to be collected at checkout on eligible EU orders.

However, we do not currently collect the new customs duty at checkout. If applicable, you may be contacted by your local customs authority or courier to pay these charges before your parcel can be delivered.

If customs charges are refused or remain unpaid, your parcel may be returned to us. Once the parcel has been received and processed by our warehouse, we will refund the returned item(s) in line with our Return to Sender Policy. Please note that original shipping costs are non-refundable.

As the importer of record, you may be required to pay import duties, taxes, and clearance fees when your order arrives in the USA.

From 29th August 2025, new US Customs regulations mean that all shipments are now subject to customs charges, regardless of value. These fees are set and collected by U.S. Customs, and are not included in our shipping costs.

Failure to pay may result in delays or your parcel being returned. Please note that original shipping fees are non-refundable. By placing an order for delivery to the USA, you agree to these terms.

If your parcel has been returned to us, it may be due to one of the following reasons:

• An incorrect or incomplete delivery address was provided.
• Customs duties or import charges were not paid.
• Delivery was refused.
• The parcel was not collected from the collection point.
• Multiple delivery attempts were unsuccessful.

As returned parcels can take several weeks, and in some cases up to 3 months, to be returned to our warehouse, refunds cannot be processed until the parcel has been received and inspected.

Once the returned parcel has been received and processed, we will refund the returned item(s). Please note that original shipping costs are non-refundable.

We do not automatically resend Return to Sender orders. If you would like to receive your items sooner, you are welcome to place a new order at any time. Your original order will be refunded separately once the returned parcel has been received and processed.

If your parcel was returned due to an error on our part or by the courier, please contact our Customer Support team so we can investigate the issue.

If you'd like to return your order, please contact us at cs@mdby.co with your order number and reason for return.

Our team will confirm whether your order is eligible and provide the correct return instructions and return address for your order.

Items must be unworn, unused, with tags, and returned in their original packaging within 14 days of receipt.

If your item was purchases as part of a bundle (e.g. a Vinyl, CD and art card), the entire bundle must be returned to be eligible. Returns will be inspected, and if they don’t meet the conditions above, you may not be eligible for a full refund.

Unless your item is faulty or incorrect, the customer is responsible for return postage. We recommend using a tracked service, as we can’t take responsibility for returns that are lost in transit.

Returns must be made within 14 days of receiving your order. Items must be unworn, unused, with tags, and in original packaging, along with proof of purchase.

Once we’ve received and processed your return, refunds can take 5–7 working days to show in your account, depending on your payment provider.

We do not currently offer exchanges. If you'd like a different size or product, please return your item (if eligible) for a refund and place a new order.