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Christmas FAQs


Stores

What is your returns policy?

Got unwanted Christmas presents?

What if something is faulty?

What if I don’t have a receipt?

How do I check to see if something is in stock?

What time do your stores open?

I got a Gift Card for Christmas- how can I check the balance?

I have a problem  with my purchase. Who can I talk to about that?

Got more store related questions?

 

Website

What is your returns policy?

What is the last order date for guaranteed Christmas delivery?

What delivery methods do you offer?

How long does delivery take?

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

Got more website questions?

 

Stores

What is your returns policy?

 

Christmas Returns information

Gift receipts are available so please ask at the till if your purchases are gifts.

We've extended our Christmas returns policy for the Christmas period to offer you more flexibility with your purchase. You can refund or exchange items bought in an hmv store any time in November and December 2020 right up until Sunday 31st January 2021.

We do ask that you return any products unopened, unused / unworn and in perfect condition with the original receipt.

Some exclusions apply including, but not limited to, HMV & FOPP gift cards.

 

Returns Exclusions

PC & console games

store.hmv.com purchases

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.  

 

Got unwanted Christmas presents?

We will be accepting products for exchange from Saturday 26th December 2020. Please ensure that you have proof of purchase.

This does not affect your statutory rights. 

 

What if something is faulty?

 

Returning a faulty item 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.

 

Returning something 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’s Beats Support; 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 if I don’t have a receipt?

Gift receipts will be issued at the point of sale if you ask for one. Failing that, a bank statement is sufficient proof of purchase. Alternatively, you can contact the customer service team at store.service@hmv.co.uk detailing the exact date of purchase, the item in question, and method of payment as they may be able to locate the transaction details for you.

  

How do I check to see if something is in stock?

Our new Ring & Reserve service lets you check if your local store has an item in stock before you visit - simply call 03333 230 667 and one of our agents will be happy to check the availability for you. You can find your local store and their contact details by clicking here

 

What time do your stores open?

Please visit our store finder for latest opening hours. Please note that opening hours may change from week to week during the seasonal holidays so please check before travelling

 

I got a Gift Card for Christmas- how can I check the balance?

Any member of staff in store will be able to check the balance of your hmv Gift Card. Each store will also have an automated option on their phones that will allow you to check the balance. Please visit our store finder for store numbers.

 

I have a problem  with my purchase. Who can I talk to about that?

The quickest way to get any issue resolved is to return to your nearest hmv store with the item in question and receipt. You can find their contact details here: http://www.hmv.com/store-finder

You can also contact the store customer service team at store.service@hmv.co.uk, but please note that customer service department will be closed from 25th December and reopens on 28th December so if you have a problem during this time then returning to a store will be the quickest way to get your problem resolved. 

 

Got more store related questions?

Please click here for more answers 

 


 

Website

What is your returns policy?

Christmas Returns information

We've extended our returns policy for the Christmas period to offer you more flexibility with your purchase. You can return items bought online at store.hmv.com any time in November and December 2020 right up until Sunday 31st January 2021.

We do ask that you return any products unopened / unworn and in perfect condition. Please print and include our returns form with any return, to the following address:

hmv.com returns

Dale House

31 Dale End

Birmingham

B4 7LN

Unless faulty or unused, we will not exchange or refund any opened item.

For all returns, please package the item securely and obtain proof of postage as we cannot be held responsible for items damaged or lost in the post.

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

 

What is the last order date for guaranteed Christmas delivery?

Any UK delivery order placed for an in-stock item by 12pm noon on Monday 21st December will be dispatched by standard Royal Mail 48 or our express delivery service (depending on which option you choose) in time for their last postage cut off.

Whilst this does not guarantee you Christmas delivery, as long as there are no delays with the postal service then your order should be with you in time for Christmas. 

 

What delivery methods do you offer?

All UK delivery items will ship via Royal Mail 48 unless you choose the express delivery option, which offers delivery within 2 working days at a cost of £5.99 (Mon to Fri order by 2pm).  

 

How long does delivery take?

UK Standard Delivery is sent via Royal Mail 48 and packages sent by this method are usually received within 2-5 working days from dispatch. For our express delivery service, delivery is usually completed within 2 working days if ordered before 2pm, Monday to Friday. 

Please note that during the seasonal holidays deliveries may be unavoidably delayed. For all UK standard deliveries we ask that you wait 14 days from the date of dispatch before reporting any item as undelivered; for express deliveries, please allow 7 days before reporting the item as undelivered.

 

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. If it’s not in stock today we’ll aim to have it ready to be delivered to you within 30 days. 

 

Got more website related questions? 

Please click here for more answers