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Frequently Asked Questions: International Shipping


Delivery
Eligibility
Pricing
Pre-orders
Returns


 

Delivery

How much does delivery cost?
Where can you deliver to?
How long does delivery take?

Eligibility

What items can I buy? Are all items available for international shipping?

Pricing

Why is the price of items higher in my basket?
VAT

Pre-orders

Will my pre-order arrive on day of release?
Why has my order not arrived?

Returns

What is your return policy?
My item is damaged, faulty or incorrect - what do I do now?

Region Specific Products

Will it work on my player?


 

Delivery

How much does delivery cost?

Delivery cost is displayed during checkout. The cost is calculated by weight, so the cost depends on the number of items purchased. Please note that multiple pre-orders incur multiple postage fees, as we will send these separately.

Where can you deliver to?

As well as the UK, our international service currently ships to Republic of Ireland only

How long does delivery take?

Two options are available during the checkout process:

  • International Standard, which takes an average of 3 - 5 days
  • International Tracked, which takes an average of 2 - 4 days


 

Eligibility

What items can I buy? Are all items available for international shipping?

Currently, International Shipping is restricted to the following:

  • CDs and vinyl, DVD/Bluray/4k Ultra HDs only
  • items under £40.00
  • orders up to £270.00
  • orders up to 2kg in weight*

*As an approximate guide, 2kg equates to either:

  • 20 DVDs/Blu-rays
  • 9 Steelbooks
  • 3 Box Sets
  • 12 CDs
  • 3 LPs

Please keep this in mind as a rough guide, and place a separate order for any additional items.

If the option to select Republic of Ireland is not available during the checkout process, then one or more of the criteria has been exceeded for international shipping. Please amend basket accordingly, and the option to ship to the Republic of Ireland should be available to select.


 

Pricing

Why is the price of items higher in my basket?

The prices listed on store.hmv.com are for UK delivery. Once you have added items to your basket and selected international delivery, the basket will automatically correct the subtotal to calculate the correct VAT in your country.

VAT

Once you have added items to your basket and selected international delivery, the basket will automatically correct the subtotal to calculate the correct VAT in your country.

Please note that the prices displayed on store.hmv.com are for the UK, where VAT is calculated at 20%. Note that the VAT in the Republic of Ireland is currently 23%, so the subtotal price will be 3% higher for international deliveries.


 

Pre-orders

Will my pre-order arrive on day of release?

We will do our best to ship items to arrive as close to the release date as possible, but due to the longer delivery time for international delivery, pre-orders are likely to arrive just after the release date.

Why has my order not arrived? I ordered it more than 20 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 within 60 days of dispatch. Upon receipt of the form we will process your claim for a refund. Please note that if you submit your claim within 20 days, your claim will not be processed and you will need to re-submit your claim after the requested 20 days has passed, and within 60 days of dispatch.


 

Returns

What is your return policy?

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened 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
United Kingdom

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.

Please note that for unwanted items return postage is at the senders cost.

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 the nature of the fault.


 

Region Specific Products

Will it work on my player?

Please note that our DVDs are region 2, and are suitable for Europe, Japan, South Africa, Middle East. Our Blu-rays/UHDs are region B, suitable for Europe, Greenland, French territories, Middle East, Africa, Australia and New Zealand.

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