store.hmv faqs


Returns

My item is damaged, faulty or incorrect, what do I do now?

If your item is damaged, faulty or incorrect, please contact website.service@hmv.co.uk and let us know what’s happened. We’ll provide details on how to resolve the issue. Please provide order number and details regarding nature of the fault.


My item is unwanted, can I return it?

For more information regarding returning your store.hmv.com purchase, please email website.service@hmv.co.uk


How long will my refund take?

If you have not received a refund within 14 days of posting the item to us, please contact us with details of the item returned and attach a photo or scan of your proof of postage.

 

Technology Returns

I have a problem with my technology product, what should I do? (excludes Beats)

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, please contact TMTI on 0333 9000 241. We have experts on hand to help you, and even if you feel your product is faulty we can run through a few points to see if there's a simple answer before you return the item.


My technology product is unwanted, can I return it?

For more information regarding returning your store.hmv.com purchase, please email website.service@hmv.co.uk


My Beats product is faulty, what should I do?

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.

 

Delivery

Why has my order not arrived? I ordered it less than 14 days ago

Most items do arrive within 2 to 5 days from us posting them to you. However, delays do sometimes occur within the mailing system and we would ask that you wait a total of 14 days for the delivery to be made. We also recommend checking with Royal Mail, in case they have your item after a failed delivery attempt.

If you have not received your order 14 days after the dispatch date, please contact us at website.service@hmv.co.uk within 60 days of dispatch. Please note that we are only able to assist once the 14 day period has passed and we will be unable to provide a replacement item. The claim must be submitted within 60 days of dispatch.

Please note that if you submit your claim within 14 days, your claim will not be processed and you will need to resubmit your claim after the requested 14 days has passed, and within 60 days of dispatch.


What happens if I'm out when you deliver?

If your package won’t fit through the letterbox, Royal Mail will attempt delivery of your item to one of your neighbours and they will post a ‘Something for you’ card through your letterbox telling you this.

If they’re unable to deliver an item to you, or a neighbour, your item will be returned to your local Royal Mail delivery office for you to collect it, or to arrange a redelivery. Again, they’ll post a ‘Something for you’ card through your letterbox telling you this. The ‘Something for you’ card shows the address and opening hours of the local delivery office.


Can I change my delivery address?

Please note that if your items have already been picked and packed, it is not possible to change the delivery details. Where appropriate, we’d recommend waiting for the item to be delivered, then contact website.service@hmv.co.uk for further information.

For pre-orders and out of stock items, we are more than happy to change the delivery address for you; please contact us with the amendments to your delivery address and we’ll do the rest.


Can I change my delivery method?

All items will ship via Royal Mail 48 unless the option for delivery within 2 working days is selected. You can choose this option during the checkout process but will be unable to change this once it has been placed.

Note that larger parcels are sent via a tracked service and high value orders may be sent via a service that requires a signature upon delivery.


Something is missing from my order, what should I do next?

We don’t always post everything in your order all at the same time and instead, will post items as soon as we have them available. We would firstly recommend checking your dispatch email; if the item is not listed, then we’re just waiting for stock to arrive and we’ll post it as soon as we have it.

If the item is listed, then please follow the normal ‘Why has my order not arrived?’ procedure, listed above.

 

Click & Collect

When will my order arrive in-store?

You'll receive an email when the item is dispatched from our warehouse, and another when the item is ready to collect from the store of your choice.

Your order will reach the store in 2 -3 days after placing the order, provided the item is in stock at our warehouse.

We dispatch items as soon as they are available, so please bear in mind that your items may arrive at the store at different times. We’ll always email you as soon as an item is ready to collect.


How long will you hold my order?

The order is held for 14 days. If you need to extend this, please let us know by emailing website.service@hmv.co.uk


Do I need to bring identification?

Yes, please bring along your ‘ready to collect’ e-mail (on paper or on your Smartphone), and one other form of ID, ideally bank card or photo ID.


Can someone else pick up my order on my behalf?

Yes, but they will need to bring along the ‘ready to collect’ e-mail (on paper or on Smartphone), and one other form of ID, ideally their own bank card or photo ID.


What happens if I cannot pick up the order?

The order is held for 14 days but if you need to extend this, please email website.service@hmv.co.uk and let us know when you can pick up your items.


Where is the store and what are the opening hours?

You can find details for your local store here: https://www.hmv.com/store-finder


Can I return a Click & Collect order?

For more information regarding returning your store.hmv.com purchase, please email website.service@hmv.co.uk


How long do I have to return an item?

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition.


Can I pay for the item online and pick up from store on the same day?

All our click and collect orders are shipped from our warehouse, which means you'll need to wait for the delivery of these items to arrive at the store. You'll receive an email when the item is dispatched from our warehouse and another when the item is ready to collect from the store of your choice.

 

Click & Collect HubBox

HubBox is a network of trusted local Collect Points based in convenience stores and pharmacies across the UK. For an extra £1.00 charge, HubBox allows you to pick up your deliveries close to home and at your convenience so you never miss your delivery.

Standard delivery is usually 2 to 5 days. Delivery time is subject to availability, and will be based upon which shipping option you choose. You will receive confirmation from HubBox via email when your parcel is available for collection. This will include your unique Collection Code.

Please take your HubBox Collection Code from the email you receive when your parcel arrives at the Collect Point, and proof of ID (passport, driving license, or bank card).

If you haven’t received an email from HubBox with your Collection Code within 24 hours of your parcel’s expected arrival date, please check your spam/junk folder. If you have not received the email, then please contact HubBox at support@hub-box.com or on 0207 859 4577, and their Customer Services team will be able to help you.

You have 14 days to collect your parcel. If you can’t collect the parcel within 14 days and need to extend the pick-up time, please contact us at website.service@hmv.co.uk and we’ll be able to help you.

HubBox terms and conditions found at http://www.hub-box.com/t-and-cs

 

My Account

How do I access my store.hmv.com account?

Store.hmv.com is currently unavailable. We kindly ask that you review hmv.com and/or our social channels for the foreseeable future as any updates should be posted on these pages first.


How do I opt out of newsletters?

You can opt out of emails by clicking the unsubscribe link found within our marketing emails.


How do I close my account?

We’re sorry that you want to close your account. Please email website.service@hmv.co.uk and we’ll do the rest for you. Please feel free to pass on any concerns you have as we’re always looking to improve our customer’s experience.


How do I get a VAT receipt?

If you require a VAT receipt, please contact us and include your order number and a brief summary and we’ll do the rest.

 

Availability

Will you fulfil my pre-order?

We are aiming to fulfil all outstanding pre-orders. Should this change, we will contact the affected customers as soon as possible.


The item I’ve ordered is out of stock – how quickly can you fulfil my order?

We’ve made every effort to ensure that the items we’ve listed on store.hmv.com are either in stock at our warehouse, or in-stock with our suppliers. We do have a close working relationship with our suppliers and can usually source out of stock items within 7-10 days*. However, delays can sometimes unavoidably occur and it may take longer for an item to be replenished but we’ll actively attempt to source your item for a period of 28 days.

*Note that certain items, such as but not limited to T-Shirts, have a longer replenishment guide than the average 7-10 days and may take longer to arrive at the warehouse.

 

I ordered more than 1 quantity of an item and now it’s out of stock. What’s happened?

If you have placed an order for more than 1 quantity of an item, the entire quantity must be in stock before we are able to dispatch the order to you. If we do not have the required amount of an item in stock, we’ll order it from our suppliers and will dispatch your order as soon as replenishments have arrived in the warehouse; this can take around 7-10 days.


How can I tell if something is available in a store?

We’d recommend contacting the store directly, either by phone or via the store’s twitter account. You can find contact details using our store finder


If I pre-order something when will I receive it?

We aim to dispatch the vast majority of new release products so that our customers receive them on the advertised date of release. However, there can be occasions beyond our control where this is not always possible. If there’s likely to be any delay we’ll always try to let you know.

Please ensure that pre-orders are placed far enough in advance of the release date, to allow our warehouse team the time to process them.


Are sale and promotional items limited?

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

On some occasions goods can be limited to a small number of copies, so we will limit the number of copies per customer (eg. steelbooks, numbered vinyl, etc).

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


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 (eg steelbooks, numbered vinyl, etc)

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

 

Prices

What’s your pre-order price guarantee?

For credit/debit card orders, if the price of the item drops, you'll be charged the lower price. For PayPal orders, please contact website.service@hmv.co.uk

 

 

Payment

When will I be charged for my order?

If you are paying by credit or debit card, we won’t charge you until your order has been picked at our warehouse, at which point our acceptance of your order takes place. If you’ve ordered multiple items, we’ll send the in-stock items and charge for these separately, as they are dispatched.

Please ensure that the expiry date on your payment card is after the anticipated dispatch date of your order, as payment is taken upon picking your order. If the card has expired, payment will fail, and the order will need to be cancelled. If you need to update card details, please contact us if you require any assistance.

Please note that pre-orders may be charged well in advance of the release date, in order to ensure all orders are delivered in a timely fashion.

 

Pure

Do I get purehmv points?

At the moment, online orders do not collect pure points.

 

Parental Advisory and certificated products

What does Parental Advisory Logo 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 age ratings mean (including PEGI age ratings on games)?

Age ratings are systems used to ensure that entertainment content, such as films, videos, DVDs, 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.

You must be at least 18 years old to order goods on the Website. By placing an order, you warrant that you are at least 18 years old.

 

Security

I’ve received an email that I think may be fraudulent. How will I know if it’s from hmv?

Please be advised that we will never contact you by mail to ask for any payment details or personal information. If you have any concerns over an email you think is from us then please feel free to contact us

 

Marketing Preferences

How do I update my marketing preferences?

You can choose to opt in or out of marketing emails via any of the the following methods:

Via email; you can contact our Customer Services team via email on website.service@hmv.co.uk to request
changes.
Via any marketing email you receive from us; by clicking the ‘Unsubscribe’ link located at the bottom of the
email.
Please note, changes to your marketing preferences could take up to 48 hours to take effect.

It's also worth reading our privacy policy so you understand how we and our affiliates collect and use your personal
data.