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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
Returns


CORONAVIRUS (COVID-19) update from hmv 

It is with heavy hearts that we’re temporarily closing our stores. 

We have kept our shops open as long as possible because we know how much entertainment can support people during difficult times. However, due to the unfolding situation with Coronavirus, we’re very sad to have to let you know we’ll be temporarily closing our stores for trade from the end of Sunday March 22nd. 

Whilst our stores are temporarily closed you can still get all your entertainment delivered straight to your door through our website, store.hmv.com. We’ve also extended our returns policy during these uncertain times to offer customers more flexibility with their purchases. Anything purchased in store or ordered on store.hmv.com from March 2020 can be returned to us up to 14 days after our stores reopen. 

We’ve tried to answer as many of your questions as we can below but our customer service team are on hand to support you too or you can find us on Instagram, Facebook and Twitter where we will be sharing our latest updates and news. 

We look forward to welcoming you back into our stores in the future and would like to thank you for your ongoing support. 

CLICK & COLLECT 

If you have selected our Click & Collect service and the order has not yet been dispatched, 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. 

If the order has already reached the store, your order will be available to collect when the store re-opens. We are unable to amend the delivery address of this at this stage and we’re sorry for any inconvenience.

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

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 dispatching and delivering store.hmv.com orders.

As such, whilst we’re still aiming to dispatch orders as soon as we can, this is now likely to be within 3 working days 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 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. 

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.

IN STORE CUSTOMER ORDERS

For customers that have placed an order in one of our high street stores, we will continue to source the item for you and will aim to have the order available to collect from the store the order was placed in, as soon as it is safe for our stores to reopen. 

If your order is already at the store, this will be held until the store has reopened and you are able to collect it. 

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, we are unfortunately unable to process these until your local store has reopened. We are sorry for any inconvenience caused as a result of this.

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 14 days after stores have reopened to return unwanted items to us; unopened, unused and in perfect condition.