We use cookies to ensure that we can give you the very best experience. To find out more about how we use cookies, please visit the cookie policy page.

Close

Skip to content

Store FAQs

Got any questions about our Christmas policies this year?
Please visit our Christmas help page here.

CORONAVIRUS (COVID-19) update from hmv - please click here.

Availability
Events
General Information
hmv Gift Cards
Job Vacancies
Lost Property
Loyalty
Orders
Payment
Pricing
Product Information
Returns
Returns - Technology
Store Information

AVAILABILITY

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

EVENTS

Events Information

GENERAL INFORMATION

Charity donation requests
Will you stock my product?

HMV GIFT CARDS

What is a gift card?
How do I buy a Gift Card?
Can I buy/use a gift card online?
Can I use a FOPP Gift Card in hmv?
How do I check my Gift Card balance?
Do Gift Cards expire?
What do I do if my Gift Card has expired?
I’ve lost my Gift Card, what can I do?

JOB VACANCIES

How do I check and apply for job vacancies?

LOST PROPERTY

I lost something in-store, how can I check if it’s been found?

LOYALTY

Do you have a loyalty scheme?

ORDERS

When will my order arrive in-store?
Is my in-store order ready to collect?
My in-store order still hasn’t arrived, what now?
Can I collect my order at another store?
How do I cancel my order?

PAYMENT

What vouchers/gift cards do you accept?
Do you accept cheques?
Do your stores do tax-free shopping?
I think I’ve been charged incorrectly, what should I do?

PRICING

Are your prices the same in every store?
Are your prices the same in store as on store.hmv.com?
Do you offer student, NHS or UK Forces discount?

PRODUCT INFORMATION

Are your DVDs, Blu-rays and Games region coded?
Are sale and promotional items limited?
What does it mean if an item is limited?
What does parental advisory mean?
What do the PEGI age ratings on games mean?
Why was I asked for proof of ID?
What forms of ID do you accept?

RETURNS

What is your returns policy?
My item is faulty, what should I do?
My Blu-ray or 4K is faulty, can you help?
I’ve lost my receipt, what do I do?
I can’t get back to a store, what do I do?

RETURNS - TECHNOLOGY

My Beats product is faulty, what should I do?
My technology product is faulty, what should I do? (excludes Beats)
The warranty has expired on my purchase, what can I do?

STORE INFORMATION

Where are your stores?
Are Fopp part of hmv?


AVAILABILITY

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

We now offer a Ring & Reserve service so that customers can check the availability of an item and reserve this at their local store. Simply ring 03333 230 667, or phone your local store and select option 5, and one of our agents will be happy to assist you further.

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

EVENTS

Events information

All information regarding events that are scheduled to take place can be found on our hmv live page: https://www.hmv.com/hmvlive.

Access to events is strictly on a first-come, first-served basis, and subject to the terms and conditions of the event.

If you wish to attend an event within an hmv or FOPP store and have any special requirements due to disability, please contact our Customer Service team with your details and we will do our best to accommodate you. If you have any special requirements at an event being held at an external venue, please contact the venue directly with any requests. 

Posed photographs with the artist(s) are not guaranteed and photography is at the discretion of the artist(s) management. Please speak with a member of event security regarding any restrictions on photography, as details differ from event to event.

GENERAL INFORMATION 

Charity donation requests

Whilst we would very much like to help and can fully appreciate how important it is to support worthwhile causes, we regret that the sheer volume of requests we currently receive makes it difficult for hmv to respond in each case with a donation or a contribution of some kind.

For this main reason but also so that we may remain consistent in not unduly favouring one request above another, hmv and Fopp in the UK direct much of its fundraising and community engagement activities towards two nominated charities. These are, Nordoff Robbins, a national music charity who use music therapy to help a range of people from challenges such as autism, dementia, mental health problems, stroke, brain injury, depression and life-threatening or terminal illnesses, such as cancer, and War Child, who provide life-changing support to the most vulnerable children whose families, communities and schools have been torn apart by war.

So we very much hope that you will appreciate our position and trust that you will forgive us that we are unable to assist with a donation for your charity and for any disappointment this may cause. We trust also that you will kindly accept and pass on our very best wishes.

Will you stock my product?

We are approached on a daily basis by companies and individuals that would like us to stock their products in our stores and on our website.

We have an extensive supplier base and have accounts with many of the established third-party distributors in the UK and for us to consider stocking your products, you would generally be required to have your products distributed by one of these distributors.

If you think that you have products that hmv or Fopp would be interested in, please click here for more details.

HMV GIFT CARDS

What is a gift card? 

An hmv or FOPP gift card is a prepaid card that can be used as an alternative to cash for purchases within any of our high street hmv or FOPP stores. hmv gift cards can be used in our FOPP stores and vice versa. 

How do I buy a Gift Card?

You can purchase a Gift Card at your local hmv or FOPP store. Simply ask a member of staff at the till and they'll be able to add an amount of your choosing up to the value of £250.

Can I buy/use a gift card online?

Gift cards are currently only available to purchase and use in hmv and FOPP stores and cannot be ordered or used as payment on store.hmv.com.

Can I use a FOPP Gift Card in hmv?

Yes, Fopp gift cards can be redeemed in all hmv stores and vice versa.

How do I check my Gift Card balance?

Any member of staff in-store will be able to check the balance of your hmv Gift Card. Alternatively, you can call your local store and select option 4 to check the balance over the phone. Details of your local store can be found here: https://www.hmv.com/store-finder 

Additionally, you can call our customer service line and use our automated service to check and extend a gift card - simply ring 03333 234 754 and follow the options. 

Do Gift Cards expire?

Gift Cards are valid for 24 months from the date of purchase. If the card is used during this period the expiry date is extended by a further 24 months from the date of the last use. ‘Use’ constitutes spending, adding value or simply making a balance enquiry in one of our hmv or FOPP stores, or over the phone.

What do I do if my Gift Card has expired?

If an hmv Gift Card is not used for a consecutive period of 24 months either for spending, adding value or simply making a balance enquiry, the card will be cancelled. This is in accordance with point 8 of the card’s Terms and Conditions which state:

“If the gift card is not used for a consecutive period of 24 months from the date it was issued or from the date it was last used, either to make a purchase or to add additional funds, it will automatically expire and any remaining balance will be cancelled.”

If the card shows a zero balance and no transaction(s) for a continuous period of 180 days, it will automatically expire at the end of that period. Expired hmv Gift Cards cannot be re-activated or replaced.

I’ve lost my Gift Card, what can I do?

Please contact our customer service team at store.service@hmv.co.uk with the long card number for a member of staff to investigate further. 

JOB VACANCIES

How do I check and apply for job vacancies?

Please visit our careers website for all information regarding any current vacancies.

LOST PROPERTY

I lost something in-store, how can I check if it’s been found?

If you are not able to return to store immediately, please get in touch with the store directly for a member of staff to assist you further. Contact details can be found using our store finder


LOYALTY

Do you have a loyalty scheme? 

All previous loyalty schemes have ended and all accounts now closed.

A brand new system is currently under development which we are aiming to launch in summer 2021. More information will be available via our social pages ((Facebook, Twitter and Instagram) and in-
store once there is more information to share, so please do check back with us.

ORDERS

When will my order arrive in-store?

The majority of orders placed in store generally arrive within approximately 7-10 working 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.

*Please note that certain items may take longer to source than the average 7-10 days and may take longer to arrive in store.

Is my in-store order ready to collect?

If you provided a mobile number when you placed your order, we’ll keep you updated by text message at regular intervals should there be any delays and will send you a final text message as soon as your order has arrived at the store and is ready to collect. Alternatively, you can contact the store directly using the store finder.


My in-store order still hasn’t arrived, what now?

We place our orders directly with our suppliers and whilst these usually arrive within an average of 7 - 10 working days, there can occasionally be delays if the items are currently out of stock, needing to be repressed/manufactured.

We do our utmost to fulfill all orders in the shortest time frame possible and will keep you updated with text messages along the way. As soon as the item has been delivered to the store, we will send you a final text message, or call you if a mobile number has not been given, to let you know when it is ready to be collected.

Can I collect my order at another store?

Orders can not be transferred between stores and will need to be collected from the store it was originally placed. 

How do I cancel my order?

Please return to the store the order was placed with your receipt for a member of staff to assist you further.


Our Customer Service team can also check the status of your order - please contact them with your order number, the name used when placing the order and which store the order was placed in.

PAYMENT

What vouchers/gift cards do you accept?

We currently accept a number of third-party vouchers, including (but not limited to) vouchers issued by Love2shop and any card bearing the Flexecash logo. All vouchers/cards must be within their expiry dates.

Do you accept cheques?

We no longer accept cheques as a payment method.

Do your stores do tax-free shopping?

Yes, we do currently offer tax-free shopping via Planet Payment in all hmv and FOPP stores, however, please note that this scheme is due to close on 31/12/2020.

Please visit: https://www.planetpayment.com/en/shoppers/ for full details.

If you require this service whilst in-store, please ask a member of staff at the till for further assistance. 

 I think I’ve been charged incorrectly, what should I do?

If possible, please revisit the store with the item and the receipt, and a member of staff at the till will be able to investigate this and assist further. 

If you are unable to return to the store, please contact store.service@hmv.co.uk with the full details of the issue, including a copy/scan/photo of the receipt and a daytime telephone number if possible, for us to investigate and assist you further.

PRICING

Are your prices the same in every store?

All full price and promotional items will normally be charged at the same price across all hmv stores. However, you may find that some sale or promotional items sell out quicker in some stores than others, as these items are available on a first come first served basis and while stocks last, prices may differ.

Are your prices the same in store as on store.hmv.com?

The majority of prices and promotions are available across the business, however, there will be occasions where certain products or offers are available exclusively in a particular store or on store.hmv.com. In these instances, we will aim to advertise this as clearly as possible. 

Do you offer student, NHS or UK Forces discount?

We do not currently offer any discounts of this nature.

PRODUCT INFORMATION

Are your DVDs, Blu-rays and Games region coded?

Yes. All DVDs, Blu-rays and Games sold by hmv are region coded and may not be usable outside of Europe, unless stated otherwise.

DVD Regions
- Region One: US territories, Canada
- Region Two: Europe, Japan, Middle East, Egypt, South Africa, Greenland
- Region Three: Taiwan, Korea, Philippines, Indonesia, Hong Kong
- Region Four: Australia, New Zealand, South America, Mexico, Pacific Islands, Caribbean
- Region Five: Russia, Eastern Europe, Africa, India, North Korea, Mongolia
- Region Six: China

Blu-ray Regions
- Region A: U.S., Japan, Latin America, East Asia
- Region B: Europe, Africa, Australia, New Zealand
- Region C: China, Russia, Remaining countries

Game Regions
- NTSC-U/C: United States, Canada, Mexico, South America
- NTSC-J: Japan, South Korea, Taiwan, Hong Kong, Macau, Southeast Asia
- NTSC-C: Mainland China
- PAL: Europe, Australia, New Zealand, India, South Africa

Are sale and promotional items limited?

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

On some occasions, we may limit promotional items to one unit per customer. We may also cancel orders that are placed separately for the same item. This is in the interests of fairness for all of our customers.

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.

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

What does parental advisory 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 the PEGI age ratings on games and BBFC age ratings on films mean?

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

Similarly, a DVD, Blu-ray or 4K with an age rating of 12, 15 or 18 will be suitable for persons over this age only. 

Why was I asked for proof of ID?

hmv are particularly diligent with regards to the sale of certificated products. Selling an age-restricted product to a customer who is under the age limit can cause upset or offence to the customer or their guardians. 

If a member of our staff is at all unsure about the age of a customer when selling certificated products, they will refuse the sale unless you are able to produce valid photographic identification such as your current Passport or Driving License.

As a responsible retailer, we operate a THINK 21 scheme to make sure age-restricted products don't fall into the hands of anyone who's underage. 

If ID is requested and can't be produced we have no option but to refuse the sale.

What forms of ID do you accept?

We accept Photo Driving Licences and Passports and any cards featuring the PASS (Proof of Age Standards Scheme) hologram, eg. CitizenCard, Connexions Card, Portman Group Card, Validate UK and Young Scot, subject to our discretion.

RETURNS

What is your returns policy?

We will exchange or refund most items purchased in error, or unwanted gifts, provided that they are returned to any hmv or FOPP store unopened, unused, unworn and in perfect condition within 21 days of purchase and accompanied by a valid receipt. Some exclusions apply including, but not limited to:

- store.hmv.com purchases [please visit the store.hmv.com FAQs or email website.service@hmv.co.uk for information regarding website returns]
- Electronic Gift Cards
- Products containing downloadable content including but not limited to UltraViolet codes
- Food and beverages
- Digital and games credit and subscriptions
- PC games

These products are excluded from our Returns Policy and can only be returned in accordance with your statutory rights.

My item is faulty, what should I do?

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 provide 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 directly 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.

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; 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.

My Blu-ray or 4K is faulty, can you help?

If you’re having trouble with your Blu-ray or 4K player, or certain discs will not play, we’d recommend checking your player’s firmware, and updating it if necessary. To find out more about firmware updates, please visit the manufacturer's website. Hopefully, this will resolve the issue but if the fault persists, please return to the store with the item and receipt, or contact us so we can assist further.

I’ve lost my receipt, what do I do?

Please email store.service@hmv.co.uk and provide as much of the below information as possible and we’ll do our best to locate the transaction on our system and issue you with a duplicate receipt:

- The purchase date
- The method of payment
- Which one of our stores the item was purchased from
- The total amount for the transaction
- Details of all items purchased at the time

I can’t get back to a store, what do I do?

Items can be returned to any hmv or FOPP store; for your nearest branch please use our store locator: https://www.hmv.com/store-finder.  

If your item is faulty and you are unable to get back to any of our stores, please email us at store.service@hmv.co.uk with all the information for further assistance.

RETURNS - TECHNOLOGY

My Beats product is faulty, what should I do?

All Beats products are covered by AppleCare. Should you experience a fault with your purchase, we ask that you freephone AppleCare on the number below, which is 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.

My technology product is faulty, what should I do? (excludes Beats)

In the unfortunate event that you should discover a fault with a technology product, please contact us and let us know what’s happened. We may be able to help with some troubleshooting tips or diagnose a manufacturing fault before returning to an hmv or FOPP store for a repair or replacement.

We ask that all faulty returns are accompanied with 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 item caused out of our control.

The warranty has expired on my purchase, what can I do?

>In the unfortunate event that your item develops a fault after the warranty has expired, please contact the manufacturer directly for information on how to arrange for a repair of your item.

STORE INFORMATION

Where are your stores?

To find a store and their opening hours simply pop a postcode or area into our store finder: https://www.hmv.com/store-finder

Are Fopp part of hmv?

Yes, Fopp and hmv are part of the same group.