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COVID-19

COVID-19 update from hmv
Customer Service
Delivery & Dispatch
Click & Collect
Gift Cards
In store customer orders
List & Leave
Payment
Ring & Reserve
Visiting our stores


COVID-19 update from hmv 

  • Our English stores are all closed and are currently planned to open again on Thursday 3rd December. 
  • Our Aberdeen, Dundee, Inverness and Edinburgh stores are open as normal. All other Scottish stores are closed and are currently planned to open again on Saturday 12th December. 
  • Our Welsh stores and our Belfast store are open as normal.  

You can still shop online as usual at hmv.com/store for Click & Collect to stores that are open or for home delivery.

For stores that are open, we are following COVID Secure guidelines. Additional measures include but are not limited to:

  • 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 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 look forward to seeing you soon!

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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 COVID-19 across the world, we do anticipate some 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 contact 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

There is currently a reduced service across the country, which has caused slight delays with dispatching and delivering store.hmv.com orders. 

As such, whilst we’re still aiming to dispatch orders as soon as we can and within 24 hours, this may be slightly delayed, and we kindly ask that you bear with us should this take a little longer. 

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

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CLICK & COLLECT

If you selected our Click & Collect service and your chosen store has now temporarily closed, your order will be returned to the warehouse for a refund. We're sorry for any inconvenience that this may cause, please re-order the item at your convenience for home delivery instead.

If you placed a pre-order with a release date between November 2020 and January 2021, 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 been made on our internal shipping systems and the order will be sent to the new address.

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GIFT CARDS

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 some of 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 that are currently closed, we are unfortunately unable to amend the delivery address of this 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 when convenient and a member of staff at the till will be happy to assist you further. 

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LIST & LEAVE

We’re doing our utmost to make sure that we’re keeping our customers and colleagues safe during these unprecedented times. So, to help with limiting the interaction with other people, we’ve launched a new service called List & Leave which is currently available in our open stores.

If you’d like to reduce the time you spend browsing in store, simply drop off a list of items that you’re looking to purchase with a member of staff in store and we’ll browse for you!

We’ll aim to get your shopping list together within an hour and will give you a call when it’s ready to pick up.

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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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RING & RESERVE

To help our customers make the most of their visits with us and limit the time spent in public during these unprecedented times, we’ve launched a new service whereby customers can now Ring & Reserve an item at their local store.

Simply call the below number and one of our agents will check if the item you’re looking for is in stock at your local store, before reserving this for you to collect within 3 days:

03333 230 667

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VISITING OUR STORES

For the latest government guidance, including the mandatory use of face masks or coverings, please visit: https://www.gov.uk/coronavirus

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

We will also be managing the number 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 (in addition to the mandatory face covering) 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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