Frequently Asked Questions


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

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?

Click & Collect

What is Click & Collect?
How do I pick up my order?
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?

Returns

What is your returns policy?
How long do I have to return an item?
How do I return an item to you?
Can I return an item from your website to one of your stores?
How long will it take for me to get a refund?
My item is damaged, faulty or incorrect - what do I do now?
My item is unwanted - can I return it?

Technology Returns

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

My Account

How do I log in and out?
How do I create account?
How do I make a purchase?
Can I check out as a guest?
I can’t sign into my account and have a purehmv account. What can I do?
I can’t sign into my account and do not have a purehmv account. What can I do?
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?

My 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?
Why hasn't my order arrived? I ordered it less than 14 days ago
Why hasn't my order arrived? I ordered it more than 14 days ago
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?
What’s the difference between registering for an account and a guest account?
Is there a limit on how much I can order?
Where can I view my order history?

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?

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?

Payment

Which payment methods can I use?
Do you accept PayPal?
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?
How long will my refund take?

Pure

Do I get purehmv points?
I've already made an order. Can I still get my points?

 Parental Advisory and certificated products

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

DVD/Blu-Ray regions

DVD Regions
Bluray Regions

Security

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



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.

*Note that certain technology items are sent via a tracked service and incur an additional £4.95 delivery charge; your basket will be automatically updated during the checkout process. 


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 Second Class Royal Mail. Packages sent by this method are usually received within 2-5 working days from dispatch, subject to availability and are not tracked. We ask that you wait 14 days from the date of dispatch before reporting any item as undelivered.

Royal Mail Tracked 48 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 Tuesday.  


Do you have a next day delivery service?

For items that are in stock at time of purchase, a 2 working day service is available for an additional £4.95 per order, to mainland UK, for orders placed before 2pm. Items are sent via Royal Mail Tracked 48 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 Tuesday. 

Orders for 2 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 follow our returns process in order to receive a refund.

For pre-orders and out of stock items, 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.

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 then select ‘your account’ at the top of the page, then select ‘edit your addresses’.
 

Can I change my delivery method?

All items will ship via Second Class Royal Mail 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.


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 receive your order 14 days after the dispatch date, please fill in our Lost in Post claim form and forward to us at website.service@hmv.co.uk. Please note that we are only able to refund items once the 14 day period has passed and we will be unable to provide a replacement item. 


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 fill in our Lost in Post claim form and forward to us at website.service@hmv.co.uk. 

Upon receipt of the form we will process your claim for a refund. 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.


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.


Click & Collect

What is Click & Collect?

Click & Collect lets you pay for the items as normal, but delivers to your local 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. This can take between 2-3 days to be received by the store of your choice and your item is held for 14 days.
 

How do I pick up my order?

Once you've received your 'ready for collection' email, please bring this to the store, along with identification and show this at the till.
 

Can I return a Click & Collect order?

Items bought via Click & Collect can only be returned to our warehouse. We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition – please print and include our returns form with any return, to the following address:
HMV ECOMMERCE LTD RETURNS
Unit 3B
Merlin Park
Wood Lane
Erdington
Birmingham
B24 9QJ

Unless faulty or unused, we will not exchange or refund any opened item which contains a digital download code, including but not limited to Ultraviolet and MP3 codes. 

If your item is damaged, faulty or incorrect, please contact us and let us know what’s happened. We’ll then let you know what to do to resolve the issue. Please provide the order number and details regarding nature of the issue. 

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 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.


Returns

What is your returns policy?

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition – please print and include our returns form with any return, to the following address:
HMV ECOMMERCE LTD RETURNS
Unit 3B
Merlin Park
Wood Lane
Erdington
Birmingham
B24 9QJ

Unless faulty or unused, we will not exchange or refund any opened item which contains a digital download code, including but not limited to Ultraviolet and MP3 codes. 

If your item is damaged, faulty or incorrect, please contact us and let us know what’s happened. We’ll then let you know what to do to resolve the issue. Please provide the order number and details of the nature of the issue. 

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 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.
 

How do I return an item to you?

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition – please print and include our returns form with any return, to the following address:
HMV ECOMMERCE LTD RETURNS
Unit 3B
Merlin Park
Wood Lane
Erdington
Birmingham
B24 9QJ

Unless faulty or unused, we will not exchange or refund any opened item which contains a digital download code, including but not limited to Ultraviolet and MP3 codes. 

If your item is damaged, faulty or incorrect, please contact us and let us know what’s happened. We’ll then let you know what to do to resolve the issue. Please provide the order number and details regarding nature of the issue. 

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.
 

Can I return an item from your website to one of your stores?

Items bought from store.hmv.com can only be returned to our warehouse; online orders are unable to be refunded at any hmv store. Should you wish to obtain a refund, we ask that you return the item via the above returns process.
 

How long will it take for me to get a refund?

We aim to process refunds for returned items within 2 to 5 working days of receipt. If you have not received a refund within 14 days of posting the item, please email us at website.service@hmv.co.uk with details of the item that was returned, and attach a photo or scan of your proof of postage.
 

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 order number and details regarding nature of the fault.
 

My item is unwanted- can I return it?

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition – please print and include our returns form with any return, to the following address; please note that unwanted items must be returned in an undamaged, unused and resalable condition:
HMV ECOMMERCE LTD RETURNS
Unit 3B
Merlin Park
Wood Lane
Erdington
Birmingham
B24 9QJ

Unless faulty or unused, we will not exchange or refund any opened item which contains a digital download code, including but not limited to Ultraviolet and MP3 codes. 

For all returns, please package the item securely and obtain proof of postage for the item as we cannot be held responsible for items damaged or lost in the post. 
 


Technology Returns

I have a problem with my technology product, what should I do?

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?

For all technology returns, please securely package the item and send via Royal Mail Signed-For 1st Class or an equivalent service, as we cannot be held responsible for items lost in the post.

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, with product and packaging in perfect condition – please print and include our technology returns form with any return, to the following address:

HMV ECOMMERCE LTD RETURNS
Unit 3B
Merlin Park
Wood Lane
Erdington
Birmingham
B24 9QJ

If the item is faulty, please follow the faulty technology returns procedure, below.

Unless faulty, all items must be returned within 14 days of receipt, with product and packaging in perfect condition.

We will email you to confirm receipt of your return. Your refund will be processed within 2 to 5 working days of receipt


My technology product is faulty, what should I do?

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 manufacturer's warranty period, usually 12 months.

In the first instance, please contact our dedicated line for expert product advice, TMTI on 0333 9000 241. If they cannot fix the item, and its incurred a genuine manufacturing fault, they'll provide a reference number for you to return the item for a refund.

Once you’ve obtained a TMTI reference number please securely package the item and return via Royal Mail Signed-For 1st Class or an equivalent service, as we cannot be held responsible for items lost in the post.

Please print and include our technology returns form with any return, and include the TMTI reference number, and send to the following address:

HMV ECOMMERCE LTD RETURNS
Unit 3B
Merlin Park
Wood Lane
Erdington
Birmingham
B24 9QJ

Where applicable, all original components must be included, i.e. accessories, manuals, cables, batteries etc. 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 direct with the manufacturer.

We cannot be held responsible for accidental damage or misuse to any purchased items caused out of our control.

We will email you to confirm receipt of your return and your refund will be processed within 2 to 5 working days of receipt. Please [contact us] if you require any further assistance.
 


My Account

How do I log in and out?

You can log in via the sign-in prompt in the top of the page. Please note that if you have previously signed up to hmv.com prior to 2015, you will need to re-register on the new site.
 

How do I create 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 and 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 but will not receive any purehmv points for your transaction. 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.
 

I can’t sign into my account and have a purehmv account. What can I do?

Our customers are now able to use a universal sign-in to all entities of the website, for a more user friendly experience. This, however, may have disrupted the access of some currently registered accounts and so, if you’re unable to log into your account and have a purehmv card, we recommend resetting your password via purehmv; this should then realign the accounts and regain your access.
 

I can’t sign into my account and do not have a purehmv account. What can I do?

If you’re unable to log into your store.hmv.com account and do not have a purehmv account, please use the 'forgotten password' link on our home page. If this does not work, please feel free to contact us and we shall investigate this fully.
 

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

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, link a purehmv card, 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 within our marketing emails. You can also update your subscription by signing in to 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 and have a purehmv account with us, we recommend resetting your password via purehmv, as this should allow you to log in. If you have tried this and are unable to get into your account, please feel free to contact us.

Your account may have been locked due to a password or email address being entered incorrectly. If this happens, please feel free to 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, please contact us and include your order number and a brief summary and we’ll do the rest.
 


My Orders

How do I place an order?

Select the product you want and select the ‘add to basket’ button and 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 invoices from here. Please note that orders placed under a guest account will not be visible.
 

How do I change my order?

Please note that if your items have already been picked and packed, or are in the final stages of being processed, it is not possible to amend the order and you will have to follow our returns process upon receipt of the order. 

To amend a pre-order or order for an out-of-stock item, please 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-order, 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.
 

Why hasn't my order 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. 

If you have not received your order 14 days after the dispatch date, please fill in our Lost in Post claims form and forward to website.service@hmv.co.uk. Please note that we are only able to refund items once the 14 day period has passed.
 

Why hasn't my order arrived? I ordered it more than 14 days ago

We’re sorry that your item has not yet arrived. Please fill in our Lost in Post claims form and forward to website.service@hmv.co.uk. 

Upon receipt of the form we will process your claim for a refund. 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 14 days has passed.
 

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.
 

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?

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 follow returns process to receive a refund. 

For pre-orders and out of stock items, 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.

For future orders, you can update to your existing addresses by adding new ones and editing which is your default address in the ‘your account’ area. Just sign in, and then select ‘your account’ at the top of the page, then select ‘edit your addresses’.
 

Can I change my method of delivery?

Items will ship via Second Class Royal Mail unless the courier 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?

You 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.
 

What’s the difference between registering for an account and a guest account?

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, receive marketing emails or purehmv points.
 

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; you can also view invoices and cancel orders from here.
 


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, such as but not limited to T-Shirts, have a longer replenishment guide 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 an order until the full quantity is in stock.
 

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 replenishments have 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 the vast majority of new release products so that our customers receive them on the advertised date of release. However, there can be occasions beyond our control where this is not always possible. If there’s likely to be any delay we’ll always try to let you know.

Please ensure that pre-orders are placed far enough in advance of the release date, to allow our warehouse team the time to process them.
 

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 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 will be amended to one copy. We may also cancel orders that are placed separately for the same item.
 


Prices

What’s your pre-order price guarantee?

You’ll always pay the price quoted at the time of placing your order (unless the price goes down upon release, then we’ll  refund the difference). We aim to process these refunds within 3 working days of the item’s release.
 

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 offer available. If you believe there has been a discrepancy on your order, or an issue with our website, please feel free to contact us and we’ll investigate this matter fully.
 

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.
 


Payment

Which payment methods can I use?

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

Do you accept PayPal?

We are happy to accept PayPal payments. Please select PayPal as tender during the checkout process.
 

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 replace the order. Please contact us if you require any assistance. 
 

How many times will you try to charge my card?

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 replace the order. Please contact us if you require any assistance.
 

Can I change the card details on an existing order?

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. 
 

When will I be charged for my 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 need to be cancelled. If you need to update card details, please cancel the order and place a new order using the new card details, or contact us if you require any assistance.

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

If you are paying by PayPal you will be charged at point of placing the order.
 

How long will my refund take?

We aim to process refunds for returned items within 3 to 5 working days of receipt. 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.
 


Pure

Do I get purehmv points?

You can link your purehmv card in the ‘Your account’ section by clicking the ‘edit your details’ button under ‘your details’. After doing this, you will receive points for your future store.hmv.com purchases.

Please note that customers purchasing items using a ‘guest’ account cannot collect purehmv points. Purehmv customers will need to create an account on store.hmv.com, then link their card prior to purchasing an item. You can link your card in ‘your account’ area; just sign in, select ‘Your account’ at the top of the page, then select ‘edit your details’. Your purehmv account number is the 16 digit number on your purehmv card or the first 16 digits on your key fob.
 

I've already made an order. Can I still get my points?

Don't worry, once your order has been dispatched, simply forward your order confirmation email on to customer.service@hmv.co.uk. Please include your purehmv card number and we'll add the points for you manually. You have 30 days from order dispatch to avoid missing out on the points.



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 on the Website. By placing an order, you warrant that you are at least 18 years old.
 


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


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 mail to ask for any payment details or personal information. If you have any concerns over an email you think is from us then please feel free to contact us
 

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