Home > Need Some Help? Help and Information at The Kerrang Online Store
We have collected the answers to our most common questions here, simply click on your question in the list below to see the answer
Is ordering from you on the Internet safe and secure?
Do you ship to my country?
How long will it take for my order to arrive?
Can I order items which are ‘Out of Stock’
What do I do if the goods I ordered haven't arrived?
What should I do if I have problems placing my order?
Can I change my order after it has been submitted?
Can I cancel my order after it has been submitted?
What do I do if I've placed a duplicate order?
Why didn’t I receive an email confirming my order?
How can I tell if an item is in stock?
What if I can’t find what I’m looking for on your website?
Do you have a catalogue?
Do you offer wholesale prices to shops and other businesses?
How accurate are the product images on the site?
How accurate are the sizes listed on your Web pages?
How do I get you to stop emailing me your newsletter?
Do you share my personal information?
How can I order from you without using my credit card on-line?
How can I pay for my order?
Do you accept cash?
Where do I send my cheque or postal order?
Can I pay you in Euros or Dollars?
Which credit cards do you accept?
Which debit cards do you accept?
Do you accept Western Union or wire transfers?
How do I use a discount code?
When am I charged for my order?
What are your shipping rates?
How will I know when my order ships?
Can I return my order?
I’m not at home during the day. How can I get my goods?
What should I do if my goods were damaged in transit?
What should I do if some of my order is missing?
What should I do if you've sent me the wrong goods?
Generally it is just as safe to order online from a reputable store like The Kerrang Online Store as it to pay using your credit or debit card in a shop.
We ship to the UK, Europe, North America and several other countries as well. If your country appears in the country dropdown list then we are able to ship to your address.
Most orders are dispatched within one to five working days. Occasionally, when there is a temporary problem with one of the items you’ve ordered, your order may be delayed. Once your order has been dispatched it takes two or threedays to be delivered to UK addresses, about a week to be delivered to European addresses and two or three weeks for all other countries. UK customers who need their goods extra quick can use our Next Working Day service.
Sadly you can't buy stuff that is out of stock. However, you can register your interest for those products by clicking on the Notify Me button.
The first thing you should do if the goods haven’t arrived, even though we’ve emailed you to tell you they’ve been sent, is to contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn’t been able to help you, you can email our customer service team who will then investigate for you.
If you have a problem at any point before entering your credit or debit cards details or if you are planning to pay by phone, cheque or money order it is safe to simply resubmit your order. Your first order will be automatically deleted in due course. If you have already entered your credit card or debit card details we recommend that you email us at firstname.lastname@example.org and we will investigate
If you need to change your order we suggest you either send us a message using our contact form or call our customer service guys on 0844 414 5070 (+44 844 414 5070) from outside the UK) and they'll do their best to sort you out.
If you wish to cancel an order you’ve placed please send a message to our customer service team who will arrange to cancel to the order and refund you any money you’ve paid. You can also call our team on 0844 414 5070 (+44 844 414 5070) from outside the UK). You can only cancel an order prior to it being dispatched.
If you order twice by mistake send a message to our team and tell them the reference number of the item you want cancelled. They will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.
If you use Hotmail, MSN or AOL there is an ongoing fault with their mail relays that can cause our messages to end up in your 'Junk' folder. If you do use one of these mail accounts you should add us as a friend and then our messages will arrive normally (you could also opt for using a better mail provider, like gmail.com). The other reason is that you accidentally entered your email address wrongly when you registered with us. Speak to one of our customer service team if you'd like us to send the email to you again.
If a product has a ‘Buy’ button is should be in stock and available for dispatch, though sometimes we may discover later that the item is in fact out of stock. If this happens we will either email you to tell you or supply the remainder of the order and refund you the value of the out-of-stock item and the related shipping costs.
If you can't find what you're looking for on the site we, sadly, don't have it. We do add products all the time so it might be worth checking again in a few weeks.
Because we stock so much (and because new products arrive every day) it isn’t practical to produce a full scale paper catalogue. We do produce a catalogue featuring a small selection of our products on a fairly regular basis. that you can get inside Kerrang!
Loudclothing.com is a retail website and we do not offer wholesale prices to shops. If you want to sell the products we feature in your shop please contact Loud Distribution on +44 (0)116 278 7273
We work very hard to make sure that the images on the site reflect the actual products we sell. If for any reason you find an image which doesn’t please let us know by emailing us.
We do our best to make sure that the sizes we show are right and unlike many other sites give a chest measurement on our t-shirts rather than just a small, medium or large size guide.
All you have to do is to click on the link at the bottom of one of the newsletters you receive from us and our system will remove you from all future emails.
Your personal information isn’t supplied to third parties except when it is required by law. Unless you have told us otherwise, we do not allow third parties access to our customer list and certainly would never consider selling your details to anyone else.
We don't give you a username and password. So that you can trace your order all you need is the order number and your email address.
We accept cheques and postal orders from UK customers and international money orders from international customers. You can also phone us with your order details and we can place your order for you. Our number is 0844 414 5070 (+44 844 414 5070) from outside the UK).
We accept payment by all major credit cards, sterling international money orders, cheques (drawn on UK banks) and Paypal.
Sending cash through the postal system is a very bad idea and we don’t recommend you do so.
Once you’ve placed your order you will receive an email telling you the address to send your payment to, though, for reference, it is:
The Kerrang Online Store
All transactions on Loudclothing.com take place in Pounds Sterling. Because of this we can’t accept money orders, cheques or cash in any currency other than pounds sterling. All cheques and money orders must be drawn on a UK bank. If you send us payment in anything other than UK Pounds Sterling your cheque/money order will be rejected and fed into the shredder. Of course you can use a credit or debit card in any currency to pay online as your card provider will simply exchange the cst into your card's currency.
We accept all credit cards issued by Mastercard, Visa and JCB. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.
We accept Visa Debit, Visa Delta, Visa Electron, Solo and Maestro. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.
Sadly we do not accept wire transfers or payments by Western Union transfer.
To use a discount code enter it into the ‘Discount Code’ area in the shopping cart. The value of the coupon will automatically be deduced from the order total. It is very important to correctly enter the code as we can’t give you the discount once you’ve completed your order.
All credit card, debit card and Paypal transactions are debited during the shopping cart process. Cheque payments are taken from your account as soon as they clear (usually within five working days).
All UK customers get free shipping using our budget shipping option. Other customers can find full details of our shipping costs here.
Once your order has been dispatched from our warehouse an automated email is sent to your email address letting you know.
Loudclothing.com offers a money back guarantee on all its products. Please see our refunds and returns page for details.
We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn’t able to deliver your order because no one is in a card will usually be left giving instructions on how to arrange redelivery.
We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you believe your goods have arrived damaged please contact our customer services team and they'll help sort you out.
There can be a couple of reasons why you may receive your order with some items missing. The usual reason is that one of the items you ordered was unavailable and so we have refunded you for that item. If this has happened a sticker will be on the enclosed delivery note detailing the refund. It is possible that we have made an error while picking your order. If you discover that your goods are missing please contact our customer services team and explain the situation.
If you find that we've sent you the wrong goods you should fill out the returns form on the back of your delivery note and return the forms and goods to us so that we can exchange it for the correct item for you. If you've lost your original delivery note you can print off a downloadable returns form. Please be aware, however, that we are unable to refund items that have clearly been worn, laundered or have been subjected to abnormal usage.