FREQUENTLY ASKED QUESTIONS

Here you will find the answers to our most frequently asked questions. To jump to the question you're most interested in, simply click on one of the links below.

If you still can't find the answer you’re looking for, you can email us at store.service@hmv.co.uk or tweet @hmvUKHelp.

Stock availability and ordering

Returns & after sales

In-store events

Store information

General information

hmv Gift Cards

Pricing and Payment

Product information

Can't find the answer to your question?

 

 

 

Stock availability and ordering:

How do I check stock availability in my nearest store?

Please give your local store a call and they will be happy to check availability for you. You can get the store details by clicking http://www.hmv.com/store-finder

 

 

What if the store hasn’t got what I’m looking for?

Your local store may be able to order it for you depending on the availability of the item. Please ask at the till when next you visit your local store. Please note that a full deposit must be paid in store at the time of ordering. Alternatively, please visit https://store.hmv.com/ where we offer free UK delivery for orders over £10.

 

How long will it take for my order to arrive?

Generally we expect store orders to arrive within 7 to 10 days of ordering, however delays can occur if the item is out of stock.

 

I placed an order in store and it hasn't arrived. When will I get it?

We place our orders directly with our suppliers and occasionally there can be delays in them getting the stock to us if it is out of stock and waiting to be re-pressed or more stock manufactured. Please be assured that we endeavour to fulfil all orders in the shortest possible timeframe, and as soon as the item has been delivered to the store, we will contact you by text straight away to let you know.

 

I placed an order in store - how can I check if it's ready to pick up?

If you leave a mobile number when you place your order, we’ll send you a text as soon as it’s been received.

 

How do I reserve an item in-store?

If the item is in stock, the store may be able to reserve the item for you which will be reserved under your name. Please call the store directly; you can details of your local store by clicking http://www.hmv.com/store-finder.

  

Returns & after sales

  

What is your returns policy?

We will exchange most items purchased in error, or unwanted gifts, provided that they are returned unopened, unused, unworn and in perfect condition within 21 days of purchase and accompanied by a valid receipt. Some exclusions apply including, but not limited to:

- Digital and games credit and subscriptions
- PC games
- store.hmv.com purchases [please contact website.service@hmv.co.uk for information regarding website returns]
- Products containing downloadable content including but not limited to UltraViolet codes
- Food and beverages
- Electronic Gift Cards

 

These products are excluded from our Returns Policy and can only be returned in accordance with your statutory rights.

 

I have a problem with my technology product/headphones - do you offer technical support?

We have a dedicated line for expert product advice. If you have any questions regarding the setup, installation or features of your new technology product or games console, please contact TMTI on 0333 9000 241.

 

What if my item is faulty?

Within 30 days of purchase

In the unfortunate event that you should discover a fault with an item, we will offer a refund for any purchase that demonstrates a genuine manufacturing fault within the first 30 days from purchase. You must produce proof of purchase, and where applicable, all original components must be included. We reserve the right to inspect any return to verify the manufacturing fault; this may be completed in conjunction with our technical support team or direct with the manufacturer.

We ask that all faulty technology returns include a valid receipt and all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.

We cannot be held responsible for accidental damage or misuse to any purchased items caused out of our control.

 

After 30 days but within your warranty period (usually 12 months)

In the unfortunate event that you should discover a fault with an item, we will in the first instance offer a repair* or replacement for anything that demonstrates a genuine manufacturing fault.
We ask that all faulty returns are accompanied with a valid receipt with all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.

We cannot be held responsible for accidental damage or misuse to any purchased item caused out of our control.

*All Beats products will be offered a repair in the first instance. Repairs are offered in conjunction with AppleCare. Should you experience a fault, freephone AppleCare; the easiest and quickest way to repair or replace your Beats:

- Freephone number 0800 028 2329
- Issues can normally be resolved in a single call
- Free next day collection
- Repair or replacement sent straight to your door
- Service and technical support from the people who know your product best.

 

This is restricted to manufacturing faults in line with Apple’s one-year limited warranty. Proof of purchase is required.

 

What should I do if my item is faulty but I can’t get back to one of your stores?

You can return a faulty item to any hmv store; you can find your nearest branch using our store locator: http://www.hmv.com/store-finder. If your item is faulty and you are unable to get back to a store, please email us at store.service@hmv.co.uk.

 

The warranty has expired on my purchase - is there anything I can do?

If a warranty has expired on an item you have purchased, and a fault has occurred, please contact the manufacturer directly for information on how to arrange for a repair of your item.

 

I have a question about my purchase - who can I talk to?

If you have any queries relating to your purchase, you can check the store finder for the contact details of the store in question. Alternatively, please email us at store.service@hmv.co.uk

 

In-store events:

 

How do I find out what events are on?

All information regarding events which are scheduled to take place can be found on our hmv live page: http://www.hmv.com/hmvlive.

 

Can I reserve a wristband for an event?

For information on how to attend an event, please visit http://www.hmv.com/hmvlive Access to events is strictly on a first come first serve basis, and subject to the terms and conditions of the event.

 

I require special assistance when attending an event. Can you assist?

If you wish to attend the event and have any special requirements due to disability, please contact our Customer Service team with your details and we will do our best to accommodate you: store.service@hmv.co.uk.

 

What can I get signed?

Please visit the hmv events section http://www.hmv.com/hmvlive for any event specific information.

 

Can I take photographs at the event?

Posed photographs with the artist(s) are not guaranteed and photography is at the discretion of the artist(s) management. Please speak with a member of event security regarding any restrictions on photography, as details differ from event to event.

 

Store information:

  

Where is my nearest store?

To locate your nearest store please enter your postcode into our store finder: http://www.hmv.com/store-finder

 

What are the opening hours of my nearest store?

The opening hours for all of our stores are located on our store finder: http://www.hmv.com/store-finder

 

Can I find out if something is in stock in my nearest store?

Please use the store finder to find the details of your nearest store and contact them directly: http://www.hmv.com/store-finder

 

General Information:

  

What vouchers/gift cards do you accept?

We currently accept a number of third-party vouchers, including (but not limited to) vouchers issued by Love2shop, SayShopping, Leisure, and any card bearing the Flexecash logo. All vouchers/cards must be within their expiry dates.

 

How do I apply for recruitment/vacancies?

Please visit https://careers.hmv.com/ for all information regarding current vacancies.

 

I’ve lost my receipt, can I get a replacement receipt?

Please email store.service@hmv.co.uk and provide as much of the below information as possible and we’ll do our best to locate the transaction on our system and issue you with a duplicate receipt:

- The purchase date

- The method of payment

- Which one of our stores the item was purchased from

- The total amount for the transaction

- Details of all items purchased at the time

 

I lost something in-store, how can I check if it’s been found?

If you think that you have lost something in one of our stores you can return to the store and speak with a staff member for further assistance. Please check the store finder for the contact details of our stores.

 

Do you have a loyalty scheme?

We sure do. Whether it’s walking the red carpet with your favourite stars, hanging out backstage at the best gigs or landing some signed merchandise, purehmv guarantees you access to a whole host of exclusive offers and surprises. What’s more you can also use points to get money off in hmv stores and other retailers on the high street.

As a member of purehmv you'll get:

- 1 point for every penny spent in hmv stores and online. Click here to find out how you can start earning points online at https://store.hmv.com/.

- access to contests allowing you to experience more with the music, film and games you love

- special offers, exclusive to purehmv members

- bonus points to get you started

- opportunities to earn bonus points in hmv

- email updates on new releases, offers and rewards

Click here to sign up - www.purehmv.com

 

Why was I asked for proof of ID when buying a certificated product?

hmv are particularly diligent with regards to the sale of certificated products. Selling an age-restricted product to a customer who is under the age limit can cause upset or offence to the customer or their guardians. If a member of our staff is at all unsure about the age of a customer when selling certificated products, they will refuse the sale unless you are able to produce valid photographic identification such as your current Passport or Driving License.

 

What forms of identification do you accept?

We accept Photo Driving Licences and Passports and any cards featuring the PASS (Proof of Age Standards Scheme) hologram, eg. CitizenCard, Connexions Card, Portman Group Card, Validate UK and Young Scot, subject to our discretion.

 

If I'm asked for ID but don't have any can I still buy my age-restricted products?

As a responsible retailer, we operate a THINK 21 scheme to make sure age-restricted products don't fall into the hands of anyone who's underage. If ID is requested and can't be produced we have no option but to refuse the sale.

 

Would you consider stocking my product in your stores?

We are approached on a daily basis by companies and individuals that would like us to stock their products in our stores and on our website.

We have an extensive supplier base and have accounts with many of the established third-party distributors in the UK and for us to consider stocking your products you would generally be required to have your products distributed by one of these distributors.

If you think that you have products that hmv or Fopp would be interested in, please send an email in the first instance to commercial.contracts@hmv.co.uk with full details including pricing, distribution and your marketing plans. These details will then be passed to the appropriate buyer who will contact you if we are interested in pursuing the opportunity.

 

How do I request a donation for our charity? 

Whilst we would very much like to help and can fully appreciate how important it is to support worthwhile causes, we regret that the sheer volume of requests we currently receive makes it difficult for hmv to respond in each case with a donation or a contribution of some kind.

For this main reason but also so that we may remain consistent in not unduly favouring one request above another, hmv and Fopp in the UK direct much of its fundraising and community engagement activities towards two nominated charities. These are, Nordoff Robbins, a national music charity who use music therapy to help a range of people from challenges such as autism, dementia, mental health problems, stroke, brain injury, depression and life-threatening or terminal illnesses, such as cancer, and War Child, who provide life-changing support to the most vulnerable children whose families, communities and schools have been torn apart by war.

So we very much hope that you will appreciate our position and trust that you will forgive us that we are unable to assist with a donation for your charity and for any disappointment this may cause. We trust also that you will kindly accept and pass on our very best wishes.

 

Do your stores provide tax-free shopping?

Yes, we do offer tax-free shopping, via Premier Tax-Free. Please visit http://premiertaxfree.com/how-shop-tax-free/united-kingdom for full details. 

Please ask at the counter at your hmv store if you require this service.

 

I have a question about my purchase - who can I talk to?

If you have any queries relating to your purchase, you can check the store finder for the contact details of the store in question. Alternatively, please email us at store.service@hmv.co.uk.

 

 

hmv Gift Cards

 

What is a gift card?

A Gift Card is just like a voucher and can be used against a purchase made in any of our stores in the UK.

 

How do I purchase a Gift Card?

Gift Cards can be purchased from any of our stores. The minimum amount required on a Gift Card is £1, and the maximum is £250.

 

Do Gift Cards expire?

The Gift Card is valid for 24 months from the date of purchase. If the card is used during this period the expiry date is extended by a further 24 months from the date of the last use. ‘Use’ constitutes spending, adding value or simply making an in-store balance enquiry.

 

What do I do if my Gift Card has expired?

If an hmv Gift Card is not used for a consecutive period of 24 months either for spending, adding value or simply making an in-store balance enquiry, the card will be cancelled. This is in accordance with point 8 of the card’s Terms and Conditions which state:

8. If the gift card is not used for a consecutive period of 24 months from the date it was issued or from the date it was last used, either to make a purchase or to add additional funds, it will automatically expire and any remaining balance will be cancelled.

If the card shows a zero balance and no transaction(s) for a continuous period of 180 days, it will automatically expire at the end of that period. Expired hmv Gift Cards cannot be re-activated or replaced.

 

What do I do if I have lost my Gift Card?

If you have lost your Gift Card, please email us at store.service@hmv.co.uk as soon as possible so we can block the card; please include an image of the gift card receipt. hmv cannot be held responsible for any balance spent prior to you reporting the card lost.

 

How do I check the balance of my Gift Card?

Any member of staff in store will be able to check the balance of your hmv Gift Card. Alternatively, you can call your local store and select option 3 to check the balance over the phone. Details of your local store can be found here: http://www.hmv.com/store-finder.

 

 

Pricing and Payment

 

What vouchers/gift cards do you accept?

We currently accept a number of third-party vouchers, including (but not limited to) vouchers issued by Love2shop, SayShopping, Leisure, and any card bearing the Flexecash logo. All vouchers/cards must be within their expiry dates.

 

Are your prices the same in every store?

All full price and promotional items will normally be charged at the same price across all hmv stores. However, you may find that some sale or promotional items sell out quicker in some stores than others, as these items are available on a first come first served basis and while stocks last.

 

Do you offer student discount?

hmv do not currently offer student discount.

 

Do your stores do tax-free shopping?

Yes, we do offer tax-free shopping, via Premier Tax-Free. Please visit http://premiertaxfree.com/how-shop-tax-free/united-kingdom for full details.
Please ask at the counter at your hmv store if you require this service.

 

I think I’ve been charged incorrectly, what should I do?

If possible, please revisit the store with the item and the receipt, and a senior member of staff will be able to assist at the till. If you are unable to return to the store, please contact store.service@hmv.co.uk and provide full details of the issue, including a copy/scan/photo of the receipt, and a contact telephone number for yourself if possible.

 

Do you accept cheques?

We no longer accept cheques as payment.

 

 

Product information:

 

Are sale/promotional items limited?

All sale and promotion items are subject to availability, whilst stocks last.

On some occasions, we may limit promotional items to one unit per customer. We may also cancel orders that are placed separately for the same item. This is in the interests of fairness for all of our customers.

 

What does it mean if an item is limited?

On some occasions, goods can be limited to a small number of copies, so we will limit the number of copies per customer.

To give all of our customers a fair opportunity to purchase limited items, any orders placed for multiple copies will be amended to one copy. We may also cancel orders that are placed separately for the same item.

 

Are your DVDs, Blu-rays and Games region coded?

Yes. All DVDs, Blurays and Games sold by hmv are region coded and may not be usable outside of Europe, unless stated otherwise.

DVD Regions
- Region One: US territories, Canada
- Region Two: Europe, Japan, Middle East, Egypt, South Africa, Greenland
- Region Three: Taiwan, Korea, Philippines, Indonesia, Hong Kong
- Region Four: Australia, New Zealand, South America, Mexico, Pacific Islands, Caribbean
- Region Five: Russia, Eastern Europe, Africa, India, North Korea, Mongolia
- Region Six: China
Blu-ray Regions
- Region A: U.S., Japan, Latin America, East Asia
- Region B: Europe, Africa, Australia, New Zealand
- Region C: China, Russia, Remaining countries
Game Regions
 - NTSC-U/C: United States, Canada, Mexico, South America
- NTSC-J: Japan, South Korea, Taiwan, Hong Kong, Macau, Southeast Asia
- NTSC-C: Mainland China
- PAL: Europe, Australia, New Zealand, India, South Africa

 

My Blu-ray is faulty, can you help?

If you’re having trouble with your Blu-ray player, or certain discs will not play, we’d recommend checking your player’s firmware, and updating it if necessary. To find out more about firmware updates, please visit the manufacturer's website. Hopefully, this will resolve the issue, but if the fault persists, please return to the store with item and receipt, or contact us so we can assist further.

 

Technical support

Did you know that we offer fantastic technical support on a range of items? We use a team of specially trained product experts to get you the advice you need to get your item working.
The support is available for Tablets, iPods, Speaker Docks, Headphones, and Games consoles.
If you require technical support for an electronic item, which you have purchased in store, please call our technical support team on 0333 9000 241 if you are in the UK.

 

What does parental advisory and age ratings mean?

The Parental Advisory Logo is a notice to parents that a recording or music video contains lyrics, images or other content that may be considered offensive or unsuitable for children.

 

What do the PEGI age ratings on games mean?

Age ratings are systems used to ensure that entertainment content, such as films, DVDs, Blu-rays and computer games, are clearly labelled by age according to the content they contain. Age ratings provide guidance to consumers (particularly parents) to help them decide whether or not to buy a particular product.

The rating on a game confirms that it is suitable for players over a certain age. Accordingly, a PEGI 7 game is only suitable for those aged seven and above and a PEGI 18 game is only suitable for adults aged eighteen and above. The PEGI rating considers the age suitability of a game, not the level of difficulty.

 

 

Can't find the answer to your question? Then please contact us using the relevant option below:

Please contact us using the relevant option below:

 

Stores, hmv.com, and Social Media Customer Service.

If you can't find the answer to your question, you can email us at store.service@hmv.co.uk or tweet @hmvUKHelp.

 

purehmv
email us at customer.service@purehmv.com.

 

HMV Retail Limited
For general business enquiries not relating to your experience with our stores, hmv.com or purehmv, please contact our Head Office:

HMV Retail Limited
Mermaid House
Puddle Dock
Mermaid House
London
EC4V 3DB