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Coronavirus (COVID-19)

Coronavirus (COVID-19) update from hmv
Click & Collect
Customer Service
Delivery & Dispatch
Gift Cards
In store customer orders
Payment
Returns
Visiting our stores


CORONAVIRUS (COVID-19) update from hmv 

Most of our stores are reopening from Monday 15th June!

We would like to thank all of our customers for your continued support over the last few months. Following the Government guidance we are excited to announce that a selection of our stores will be reopening from Monday 15th June!

For the full list of stores that will be reopening from Monday 15th June, please visit hmv.com/music/select-stores-reopening and you can find out the most up to date opening hours for your local store at hmv.com/store-finder

You can also still shop online as usual at hmv.com/store for click & collect or home delivery.

We will be following the government "COVID Secure" guidelines with reduced store hours to make sure both our customers and our colleagues are kept safe.These include but are not limited to:

  • a colleague positioned at the entrance of the store at all times to act as a “social distancing champion” and help customers where required
  • the installation of clear signage to help customers and colleagues comply with social distancing guidelines
  • Perspex till screens installed which are cleaned and disinfected at least twice daily
  •  improved queuing systems, including entry into our stores to ensure that we do not exceed our maximum occupancy limits
  • the provision of personal protective equipment for all of our colleagues that wish to use these
  • the introduction of hand sanitisation stations when entering or leaving the store


Thank you for your continued support and we are really looking forward to welcoming you back through our doors! 

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CLICK & COLLECT 

If you selected our Click & Collect service and the order has already reached the store, your order will be available to collect once the store has reopened. We are unable to amend the delivery address of this at this stage and we’re sorry for any inconvenience.

If you placed a pre-order with a release date in June or your local store has not reopened before the item is released, we’ve updated this to be sent to your Billing address instead, free of charge. Please note that the original delivery address may still be shown on your automated dispatch email, however, the amendment has been made on our internal shipping systems and the order will be sent to the new address.

For all other Click & Collect orders for reopened stores, these will continue to be sent to the store for collection nearer to the release date and we’ll send you an email to let you know when it is ready to collect.
 

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CUSTOMER SERVICE 

We aim to respond to all customer contact as soon as possible, however, due to the ongoing impact of Coronavirus (COVID-19) across the world, we do anticipate some unavoidable delays in our response time and we thank you in advance for bearing with us. 

We’d always recommend checking our FAQ sections first as you may find the answer to your query faster

If you do need to get in touch with us, to help us deal with your enquiry as quickly as we can, we kindly ask that you send over as much detail as possible in one email, as multiple emails will slow response times.

The details we’ll need depending on your enquiry are listed below:

In store purchase:

  • An order number (if applicable)
  • A photograph of the receipt
  • More details regarding the nature of the issue, including a photograph if applicable

Store.hmv.com order:

  • A 7 digit order number
  • The email address the order was placed under
  • More details regarding the nature of the issue, including a photograph if applicable

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DELIVERY & DISPATCH

Please note that due to the recent health concerns regarding coronavirus (COVID-19), there is currently a reduced service across the country, which may cause slight delays with delivering store.hmv.com orders.

The delivery of our orders may be slightly delayed whilst working their way through the postal system at this time and are currently arriving within an average of 7 days but please be assured that we are doing our utmost to get items to our customers as soon as possible. 

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GIFT CARDS

Please be advised hmv, FOPP and Love2Shop gift cards can only be redeemed in our UK stores and we currently do not accept them on store.hmv.com. Apologies for any inconvenience that this may cause whilst our stores are temporarily closed but please be assured that you will be able to use your active gift card in store once they reopen. 

If your hmv or FOPP gift card is close to expiring, please contact us with the 16 digit card number and we’ll advise further.

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IN STORE CUSTOMER ORDERS

For customers that have placed an order in one of our high street stores, we will send you an SMS message with an update regarding this by Wednesday 24th June. In the meantime, please find more details below:

If the item had reached the store before it temporarily closed, this will be available to collect when the store has reopened. You can find out if your local store is reopening from Monday 15th June at hmv.com/music/select-stores-reopening and the most up to date opening hours of the store are listed at hmv.com/store-finder

For all other orders, we will continue to source the item for you and will send your order to the store it was placed in as soon as possible after reopening. When this has arrived and is available to collect, we’ll send you an SMS message to let you know to pop in. 

We are unfortunately unable to amend the delivery address of an in store order and these will be sent to the store that the order was placed in only. If you need an item urgently, please feel free to place an order on our online shop, store.hmv.com and we’ll process and dispatch this to your home address as soon as possible. 

Should you need to cancel an in store order, please return to the store once this has reopened and a member of staff at the till will be happy to assist you further. We are unfortunately unable to process these until your local store has reopened and we are sorry for any inconvenience caused as a result of this.

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PAYMENT

Please be ready to pay for your purchase using contactless or a debit or credit card where possible. 

Don't worry, we're still accepting cash where this is your only payment method available, but where possible we ask that you use card payments to help us maintain the highest level of hygiene to protect both our customers and colleagues. 
 

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RETURNS

In light of the recent health concerns, we have extended our returns policy for items purchased in store or ordered on store.hmv.com in March 2020. You will now have until the end of August 2020 to return unwanted items to us; unopened, unused and in perfect condition.
 

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VISITING OUR STORES

Social distancing measures will be in place to ensure the safety of both our customers and our colleagues. As such, please ensure that you keep a distance of 2 metres between you and another person in store at all times. 

We will also be managing the amount of customers that enter the store at any one time, with clear queuing systems in place to make sure that we do not exceed these. We do anticipate that there may be short periods of time to wait to enter our stores and we thank you for your patience.

Please feel free to wear any personal protective equipment that you wish to when visiting the store. Hand sanitisation stations have also been installed at the front of our stores, for use when entering and leaving the store, to maximise your browsing abilities. We do ask that you keep contact with items to a minimum though and only pick up items that you intend to purchase.

Please be ready to pay for your purchase using contactless or a debit or credit card, where possible.

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