Frequently Asked Questions


Account
Availability
Click & Collect
Delivery
DVD/Blu-Ray regions
HubBox
Marketing Preferences
Orders
Parental Advisory and certificated products
Payment
Prices
Returns
Returns - Technology
Security

Account

How do I log in and out?
How do I create an account?
How do I make a purchase?
Can I check out as a guest?
What’s the difference between registering for an account and guest checkout?
How do I update my details once I have created an account?
How do I change my password?
What do I do if I forget my password?
How do I sign up to or opt out of newsletters?
What does it mean if my account is locked?
How do I close my account?
How do I get a VAT receipt?

Availability

The item I’ve ordered is out of stock – how quickly can you fulfil my order?
I want to place a bulk order, how can I do this?
I ordered more than 1 quantity of an item and now it’s out of stock. What’s happened?
How can I tell if something is available in a store?
If I pre-order something when will I receive it?
Are sale and promotional items limited?
What does it mean if an item is limited?

Click & Collect

What is Click & Collect?
When will my order arrive in-store?
Which stores can I have my Click & Collect order delivered to?
How long will you hold my order?
Do I need to bring identification?
Can someone else pick up my order on my behalf?
What happens if I cannot pick up the order?
Where is the store and what are the opening hours?
Can I return a Click & Collect order?
How long do I have to return an item?
Can I pay for the item online and pick up from store on the same day?

Delivery

How much does delivery cost?
Where can you deliver to?
How long does delivery take?
Do you have a next day delivery service?
What happens if I'm out when you deliver?
Can I change my delivery address?
Can I change my delivery method?
Why has my order not arrived? I ordered it less than 14 days ago
Why has my order not arrived? I ordered it more than 14 days ago
Something is missing from my order - what should I do next?

DVD/Blu-Ray regions

DVD Regions
Bluray Regions

HubBox

What is HubBox?
How do I select to have my order delivered to a HubBox Collect Point?
When are HubBox Collect Points open?
How long will it take for my order to arrive at my chosen HubBox Collect Point?
What do I need to bring when I collect my parcel?
What should I do if I don’t receive my Collection Code from HubBox?
How long will I have to collect my parcel?
Where can I find the HubBox Customer Terms and Conditions?

Marketing Preferences

How do I update my marketing preferences?

Orders

How do I place an order?
How do I see the status of my order?
How do I change my order?
How do I change the card details on an existing order?
How do I cancel my order?
Something is missing from my order - what do I do next?
My item is damaged, faulty or incorrect - what should I do now?
Can I change my shipping address?
Can I change my method of delivery?
Why has my order been cancelled?
Is there a limit on how much I can order?
Where can I view my order history?

Parental Advisory and certificated products

What does parental advisory Logo mean?
What do age ratings mean (including PEGI age ratings on games)?

Payment

Which payment methods can I use?
How do I add a new payment card to my account?
What does it mean if my payment failed?
How many times will you try to charge my card?
Can I change the card details on an existing order?
When will I be charged for my order?

Prices

What’s your pre-order price guarantee?
Why has a price changed from when I last looked?
Are your prices the same in store?

Returns

My item is damaged, faulty or incorrect - what do I do now?
My item is unwanted - can I return it?
How long will my refund take?

Returns - Technology

My Beats product is faulty, what should I do?
I have a problem with my technology product. What should I do?
My technology product is unwanted, can I return them?

Security

I've received an email that I think may be fraudulent. How will I know if it's from hmv?


Account

How do I log in and out?

You can log in via the sign-in prompt at the top of the page or, should you have already placed items within your basket, you can also log in during checkout. 

To sign out, select the sign-out prompt at the top of the homepage.


How do I create an account?

You can create an account by clicking 'Register' at the top of the page, and completing the short registration form.
 

How do I make a purchase?

Select the product you want and select the ‘add to basket’ button, then follow the prompts through the very simple and secure checkout process.
 

Can I check out as a guest?

You can purchase as a guest. Guests need to submit their name, email address, billing and delivery address and card details, but they won’t create an account or receive marketing emails.
 

What's the difference between registering for an account and guest checkout?

During the checkout process, you’ll be given the chance to register, sign in or checkout as a guest. Guests need to give their name, email address, billing and delivery address and card details, but they won’t create an account, which means that they won't be able to view their orders or receive marketing emails.


How do I update my account details once I have created one?

Please ‘Sign in’, then select ‘Your account’ at the top of the screen. Details can be updated by selecting ‘Your Details’. You’ll be able to edit your name, email address, change your password, and subscribe or unsubscribe to marketing emails.
 

How do I change my password?

Please ‘Sign in’, then select ‘Your account’ at the top of the screen. Select ‘Your Details’ - the option to update your password can be found towards the bottom of the page.
 

What do I do if I forget my password?

If you’ve forgotten your password, please select ‘Sign in’ at the top of the page, then select ‘Forgotten your password?’ To reset your password, please enter your registered email address and we’ll email you instructions on how to get a new password.

Please note that from the point of receiving the reset password email, you will only have 3 hours to reset. After 3 hours, the link expires and you will have to start the process again.
 

How do I sign up to or opt out of newsletters?

You can choose whether to opt in to marketing emails when creating your account, but you can opt in at any time by filling in the ‘Sign-up for emails’ option in the bottom left hand corner. You can opt out of emails by clicking the unsubscribe link found at the bottom of all our marketing emails.

You can also update your subscription by signing into store.hmv.com and selecting ‘Your account’ at the top of the page, and clicking ‘Your Details’.
 

What does it mean if my account is locked?

If you are unable to log into your store.hmv.com account, we recommend resetting your password, as this should allow you to log in. If you have tried this and are unable to get into your account, please contact us.

Your account may have been locked due to a password or email address being entered incorrectly. If this happens, please contact us and we’ll unlock it for you.
 

How do I close my account?

We’re sorry that you want to close your account. Please contact us and we’ll do the rest for you. Please feel free to pass on any concerns you have as we’re always looking to improve our customer’s experience.
 

How do I get a VAT receipt?

If you require a VAT receipt and you have an account with us, you can generate a VAT invoice by logging into your store.hmv.com account and viewing your orders. For each order, you’ll be provided with certain options and generating an invoice will be one of these. 

Should you have placed the order as a guest or are unable to generate your VAT receipt, please contact us with your order number and we’ll do the rest. 


Availability

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. We do have a close working relationship with our suppliers and can usually source out of stock items within 7-10 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.

*Note that certain items can take longer to source  than the average 7-10 days and may take longer to arrive at the warehouse.


I want to place a bulk order, how can I do this?

Should you wish to place a bulk order with store.hmv.com, please contact us and we’ll be able to advise if the required quantity is currently in stock. If we do not have the full amount available, we’ll contact our suppliers to make sure that their stock levels will be able to fulfil your order. Please be advised that we are unable to dispatch a bulk order until the full quantity is in stock at our warehouse.
 

I ordered more than 1 quantity of an item and now it’s out of stock. What’s happened?

If you have placed an order for more than 1 quantity of an item, the entire quantity must be in stock before we are able to dispatch the order to you. If we do not have the required amount of an item in stock, we’ll order it from our suppliers and will dispatch your order as soon as stock has arrived in the warehouse; this can take around 7-10 days.
 

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

We’d recommend contacting the store directly, either by phone or via the store’s twitter account. You can find contact details using our store finder
 

If I pre-order something when will I receive it?

We aim to dispatch new release items so that our customers receive them on the advertised date of release. There can be occasions beyond our control where it is not always possible for items to arrive on their release date. If there’s likely to be any delay, we’ll always try to let you know via email.

Where possible, we'd recommend placing pre-orders well in advance to meet the dispatch cut off point, which is usually 48 hours prior to the release date.


Are sale and promotional items limited?

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

On some occasions goods can be limited to a small number of copies, so we will limit the number of copies per customer (eg. steelbooks, numbered vinyl, etc). 

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

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 (eg steelbooks, numbered vinyl, etc)

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


Click & Collect

What is Click & Collect?

Click & Collect lets you buy online at store.hmv.com and delivers to any hmv or Fopp store in the UK. There is no delivery charge for this service.
 

When will my order arrive in-store?

You'll receive an email when the item is dispatched from our warehouse and another when the item is ready to collect from the store of your choice.

Your order will reach the store in 2 -3 days after placing the order, provided the item is in stock at our warehouse.

We dispatch items as soon as they are available, so please bear in mind that your items may arrive at the store at different times. We’ll always email you as soon as an item is ready to collect.
 

Which stores can I have my Click & Collect order delivered to?

You can pick up your item from any of our UK stores. You can find your local store here: store locator.
 

How long will you hold my order?

The order is held for 14 days. If you need to extend this, please email website.service@hmv.co.uk and let us know when you can pick up your items.
 

Do I need to bring identification?

Yes, please bring along your ‘ready to collect’ email (on paper or on a mobile device) and one other form of ID, ideally a bank card or photo ID.
 

Can someone else pick up my order on my behalf?

Yes, but they will need to bring along the ‘ready to collect’ email (on paper or on a mobile device), and one other form of your ID, ideally a bank card or photo ID.
 

What happens if I cannot pick up the order?

The order is held for 14 days but if you need to extend this, please email website.service@hmv.co.uk and let us know when you can pick up your items.
 

Where is the store and what are the opening hours?

You can find details for your local store here: store locator.
 

Can I return a Click & Collect order?

We’re happy to accept returns for unwanted items, provided that they are returned within 14 days of receipt; unopened, unused and in perfect condition. 

hmv.com Returns
Dale House
31 Dale End
Birmingham
B4 7LN

For more information regarding returning your store.hmv.com purchase, please email website.service@hmv.co.uk.


How long do I have to return an item?

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition.
 

Can I pay for the item online and pick up from store on the same day?

All our Click and Collect orders are shipped from our warehouse, which means you'll need to wait for the delivery of these items to arrive at the store. You'll receive an email when the item is dispatched from our warehouse and another when the item is ready to collect from the store of your choice.


Delivery
How much does delivery cost?

Orders over £10 include free delivery. Orders under £10 will incur a £2 per-order delivery cost. An optional tracked service is available for £4.95 per order.


Where can you deliver to?

We currently accept orders for delivery to UK addresses only. 


How long does delivery take?

UK Standard Delivery is sent via Royal Mail 48. Packages sent by this method are usually received within 2-5 working days from dispatch, subject to availability. We ask that you wait 14 days from the date of dispatch before reporting any item as undelivered.

Royal Mail Tracked 24 service is available for an additional £4.95 per order, for delivery within 2 working days to mainland UK for orders placed before 2pm, subject to availability. Please note that orders placed after 2pm on Friday will ship the following Monday. 

Deliveries to destinations outside of mainland UK may require additional delivery time.  


Do you have a next day delivery service?

For items that are in stock at time of purchase and ordered before 2pm to mainland UK, a 2 working day service is available for an additional £4.95 per order. Items are sent via Royal Mail Tracked 24 and will require a signature upon delivery.

Deliveries to destinations outside of mainland UK may require additional delivery time. Orders placed after 2pm will be collected the following working day, meaning delivery will be within 72 hours, with the exception of orders placed after 2pm on Friday, which will ship the following Monday.

Orders for 2 working day delivery must be in stock at time of placing the order. If you have any questions regarding the availability of items, please contact us.


What happens if I'm out when you deliver?

If your package won’t fit through the letterbox, Royal Mail will attempt delivery of your item to one of your neighbours and they will post a ‘Something for you’ card through your letterbox telling you this.

If they’re unable to deliver an item to you, or a neighbour, your item will be returned to your local Royal Mail delivery office for you to collect it, or to arrange a redelivery. Again, they’ll post a ‘Something for you’ card through your letterbox telling you this. The ‘Something for you’ card shows the address and opening hours of the local delivery office.
 

Can I change my delivery address?

Please note that if your items have already been picked and packed, it is not possible to change the delivery details. Where appropriate, we’d recommend waiting for the item to be delivered, then contact website.service@hmv.co.uk for further information.

For future orders, you can make updates to your existing addresses, add new ones, and edit which are your defaults in ‘your account’ area. Just sign in and  select ‘your account’ at the top of the page, then select ‘edit your addresses’. Please note that this amends the address in your account only, for amendments to an order please contact us.


Can I change my delivery method?

All items will ship via Royal Mail 48 unless the option for delivery within 2 working days is selected. You can choose this option during the checkout process but will be unable to change this once it has been placed.

Note that larger parcels are sent via a tracked service and high value orders may be sent via a service that requires a signature upon delivery. 


Why has my order not arrived? I ordered it less than 14 days ago

Most items do arrive within 2 to 5 days from us posting them to you. However, delays do sometimes occur within the mailing system and we would ask that you wait a total of 14 days for the delivery to be made. We also recommend checking with Royal Mail, in case they have your item after a failed delivery attempt. 

If you have not received your order 14 days after the dispatch date, please contact us at website.service@hmv.co.uk. Please note that we are only able to assist once the 14 day period has passed and we will be unable to provide a replacement item. The claim must be submitted within 60 days of the dispatch date.  


Why has my order not arrived? I ordered it more than 14 days ago

We’re sorry that your item has not yet arrived. Please contact us at website.service@hmv.co.uk within 60 days of dispatch. 

Please note that if you submit your claim within 14 days, your claim will not be processed and you will need to resubmit your claim after the requested 14 days has passed, and within 60 days of the dispatch date.


Something is missing from my order- what should I do next?

We don’t always post everything in your order all at the same time and instead, will post items as soon as we have them available. We would firstly  recommend checking your dispatch email; if the item is not listed, then we’re just waiting for stock to arrive and we’ll post it as soon as we have it. 

If the item is listed, then please follow the normal ‘Why has my order not arrived?’ procedure, listed above.

DVD/Blu-Ray regions

DVD Regions

Please be aware that the DVDs displayed on store.hmv.com are Region 2 unless stated otherwise. Please see below for the specifics of each DVD region: 

- 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

Please be aware that the Blu-rays displayed on store.hmv.com are Region B unless stated otherwise. Please see below for the specifics of each Blu-Ray region:

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


HubBox

What is HubBox?

HubBox is a network of trusted local Collect Points based in convenience stores and pharmacies across the UK. For an extra £1.00 charge, HubBox allows you to pick up your deliveries close to home and at your convenience so you never miss your delivery.

How do I select to have my order delivered to a HubBox Collect Point?

At checkout, simply select “Click & Collect” from the delivery options. Search by postcode to find the most convenient Collect Point location, then click “Select this store”. Your delivery address will be automatically updated.
 

When are HubBox Collect Points open?

The opening times for your local store will be shown with your selected Collect Point when placing your order. Please note that opening hours at Collect Points can sometimes vary due to bank/public holiday hours
 

How long will it take for my order to arrive at my chosen HubBox Collect Point?

Standard delivery is usually 2 to 5 days. Delivery time is subject to availability, and will be based upon which shipping option you choose. You will receive confirmation from HubBox via email when your parcel is available for collection. This will include your unique Collection Code.
 

What do I need to bring when I collect my parcel?

Please take your HubBox Collection Code from the email you receive when your parcel arrives at the Collect Point, and proof of ID (passport, driving license, or bank card).
 

What should I do if I don’t receive my Collection Code from HubBox?

If you haven’t received an email from HubBox with your Collection Code within 24 hours of your parcel’s expected arrival date, please check your spam/junk folder. If you have not received the email, then please contact HubBox at support@hub-box.com or on 0207 859 4577 and their Customer Services team will be able to help you.
 

How long will I have to collect my parcel?

You have 14 days to collect your parcel. If you can’t collect the parcel within 14 days and need to extend the pick-up time, please contact us at website.service@hmv.co.uk and we’ll be able to help you.
 

Where can I find the HubBox Customer Terms and Conditions?

They can be found at http://www.hub-box.com/t-and-cs.

Marketing Preferences

How do I update my marketing preferences?

You can choose to opt in or out of marketing emails via any of the the following methods:

  • Via your account profile; Select 'Your Account' > 'Your Details' and scroll to the Marketing Preferences section,
    then select either ‘Yes’ or ‘No’ depending on your preference.
  • Via email; you can contact our Customer Services team via email on website.service@hmv.co.uk to request
    changes.
  • Via any marketing email you receive from us; by clicking the ‘Unsubscribe’ link located at the bottom of the
    email.

Please note, changes to your marketing preferences could take up to 48 hours to take effect. It's also worth reading our privacy and cookies policy so you understand how we and our affiliates collect and use your personal data.


Orders

How do I place an order?

Select the product you want and select the ‘add to basket’ button, then go through the very simple and secure checkout process.
 

How do I see the status of my order?

You can see the status of your order by selecting ‘Your account’ at the top of the page (sign in first if needed) and selecting the ‘View your orders’ button. Select ‘View order’ for more details and options regarding the order; you can also view all past orders from here. 
 

How do I change my order?

Please note that once an order has been placed, we are unable to amend certain details of this. If your items have already been picked and packed, or are in the final stages of being processed, it may not be possible to cancel the order and you will have to follow our returns process upon receipt of the parcel. 

For pre-orders and out of stock items placed using a credit/debit card, we will more than happily change the delivery address for you; please contact us with the amendments to your delivery address and we’ll do the rest. Please note that for orders placed using PayPal, we are unable to make adjustments to these and the order will need to be cancelled and a new order placed.

For orders that are out of stock, we may be able to amend the delivery address, however, for any other adjustments, we kindly ask that you cancel the order and place a new order as required. Please contact us with your order number if you require any assistance.  


How do I change the card details on an existing order?

When placing an order you can add a payment card during the checkout process, however, we do not retain this information which means that payment details are unable to be amended once an order has been placed. If you wish to change the payment details for an out of stock or pre-ordered item, you will need to cancel the order and place a new order using the new card details.

Please contact us with your order number if you require any assistance. 
 

How do I cancel my order?

Please note that if your items have already been picked and packed, it is not possible to cancel the order and you will need to follow our returns process upon its receipt.

To cancel a pre-order or order for an out of stock item, please select the 'Your Account' option at the top of the page and select 'view your orders'. Simply click 'view order' for the order that you wish to cancel and you can then select  the 'cancel order' button to confirm the cancellation.

Note that the complete order will need to be cancelled - if you wish to amend an order, please cancel the complete order and place a new order as required. For partially dispatched orders, orders purchased via PayPal or if you require any further assistance, please contact us.
 

Something is missing from my order - what do I do next?

We don’t always post everything in your order all at the same time and instead, will post items as soon as we have them available for you. We would firstly recommend checking your dispatch email; if the item is not listed, then we’re just waiting for stock to arrive, and we’ll post it as soon as we have it. 

If the item is listed, then please follow the normal 'Why hasn't my order arrived?' procedure, listed above in the Delivery section.
 

My item is damaged, faulty or incorrect - what should I do now?

If your item is damaged, faulty, or incorrect, please contact us and let us know what’s happened; we’ll provide details on how to resolve the issue. Please include the order number when contacting us and a summary of the issue.
 

Can I change my shipping address?

For pre-orders and out of stock items placed using a credit/debit card, we will more than happily change the delivery address for you; please contact us with the amendments to your delivery address and we’ll do the rest. Please note that for orders purchased with PayPal, we are unable to make adjustments to these and the order will need to be cancelled and a new order placed.
 
For future orders, you can make updates to your existing addresses, add new ones, and edit which are your defaults in ‘your account’ area. Just sign in and  select ‘your account’ at the top of the page, then select ‘edit your addresses’. Please note that this amends the address in your account only, for amendments to an order please contact us.


Can I change my method of delivery?

Items will ship via Royal Mail 48 unless the express delivery option is selected. If you wish to change the delivery option, please cancel the order and replace with the preferred option; please contact us if you require further assistance.
 

Why has my order been cancelled?

Your order could have been cancelled for various reasons, including but not limited to the items no longer being available or a  failed payment. You should receive an email providing reasons for cancellation, but please contact us if you require further assistance.
 

Is there a limit on how much I can order?

On some occasions goods can be limited to a small number of copies, so we will limit the number of copies per customer (eg. steelbooks, numbered vinyl, etc). 

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

Where can I view my order history?

You can view your complete order history by selecting ‘Your account’ at the top of the page (sign in first if needed) and selecting the ‘View your orders’ button. Select ‘View order’ for more details and options regarding the order.
 


Parental Advisory and certificated products

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 age ratings mean (including PEGI age ratings on games)?

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

You must be at least 18 years old to order goods from us. By placing an order, you warrant that you are at least 18 years old.
 


Payment

Which payment methods can I use?

We currently accept the following methods of payment on store.hmv.com:
- American Express
- VISA
- Mastercard
- Maestro
- PayPal
 

How do I add a new payment card to my account?

We do not retain the payment details of our customers and a card will not be able to be saved in your account. For new orders, you can add a payment card during the checkout process. If you wish to change the payment details for an existing order, please cancel the order and place a new order using the new card details. Please contact us if you require any assistance in doing this.
 

What does it mean if my payment failed?

Either your payment card has expired, you do not have enough funds in your account or your card has failed one of our security parameters, which are in place to create a safe shopping environment for our customers. The order will be cancelled and you’ll need to place the order again. Please contact us if you require any assistance. 
 

How many times will you try to charge my card?

We will attempt to take payment a maximum of three times over three consecutive days; if we are unable to capture payment on our third attempt, the order will be cancelled and you’ll need to place the order again, subject to availability.

Can I change the card details on an existing order?

We do not retain the payment details of our customers, which means that once an order has been placed, we are unable to amend the payment details of this. If you wish to change the payment details for an existing order, please cancel the order and place a new order using the new card details. Please contact us if you require any assistance in doing this. 


When will I be charged for my order?

For orders purchased via PayPal, the funds will be secured at the time of placing the order. If you are paying by credit or debit card, we won’t charge you until your order has been picked at our warehouse, at which point our acceptance of your order takes place. If you’ve ordered multiple items, we’ll send the in-stock items and charge for these separately, as they are dispatched. 

Please ensure that the expiry date on your payment card is after the anticipated dispatch date of your order, as payment is taken upon picking your order. If the card has expired, payment will fail and the order will automatically be cancelled. If your card details are no longer valid, please cancel the order and place a new order using the new card details. Please contact us if you require any assistance with this.

Please note that pre-orders may be charged well in advance of the release date, when we process the orders early to ensure that all orders are delivered in a timely fashion.  



Prices

What’s your pre-order price guarantee?

Our Pre-order Price Guarantee policy means that you’ll always pay the price quoted at the time of placing your pre-order, unless the price goes down upon release and then you’ll pay the lesser amount.

For pre-orders placed with a credit/debit card, if the price of the order decreases upon release, you will be charged the lesser amount. For PayPal pre-orders you will be refunded, please allow 3 working days from the date of dispatch for these to be processed; you’ll receive an email once the refund has been issued to let you know.

If you have not received a refund within 3 working days from the date of dispatch, please contact us.


Why has a price changed from when I last looked?

We’re always updating our website to ensure that we’re passing on all possible savings to our customers. This can mean that prices will change from time to time to reflect the current offers available. If you believe there has been a discrepancy on your order, or an issue when making payment on our website, please contact us and we’ll investigate further.


Are your prices the same in store?

Most items on store.hmv.com are available within our stores at the same price, however, prices may differ from time to time as there can often be store or website exclusive offers. We do not price match between our store and website in such instances.
 


Returns

My item is damaged, faulty or incorrect - what do I do now?

If your item is damaged, faulty or incorrect, please contact us and let us know what’s happened; we’ll provide details on how to resolve the issue. Please provide the order number and details regarding the nature of the fault.
 

My item is unwanted- can I return it?

We’re happy to accept returns for unwanted items, provided that they are returned within 14 days of receipt; unopened, unused and in perfect condition. 

Please print and include our returns form (as attached) with any return to the following address:
 
hmv.com Returns
Dale House
31 Dale End
Birmingham
B4 7LN

 
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.


How long will my refund take?

We aim to process refunds for returned items within 5 working days of them arriving at our warehouse and will send you an email once this has been issued to keep you updated.

If you have not received a refund within 14 days of posting the item to us, please contact us with details of the item returned and attach a photo or scan of your proof of postage.


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.


I have a problem with my technology product, what should I do? (excludes Beats)

We have a dedicated line for expert product advice. If you have any questions regarding the setup, installation or features of your new technology product, please contact TMTI on 0333 9000 241. We have experts on hand to help you, and even if you feel your product is faulty, we can run through a few points to see if there's a simple answer before you return the item.


My technology product is unwanted, can I return it?

We’re happy to accept returns for unwanted items, provided that they are returned within 14 days of receipt; unopened, unused and in perfect condition. 

Please print and include our returns form (as attached) with any return to the following address:
 
hmv.com Returns
Dale House
31 Dale End
Birmingham
B4 7LN

 
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.


Security

I’ve received an email that I think may be fraudulent. How will I know if it’s from hmv?

Please be advised that we will never contact you by email to ask for any payment details or personal information. If you have any concerns over an email you think is from us then please contact us.