FAQS

Where is my order?

There are a number of different dispatch methods and the arrival of your order will depend on the delivery method of postage you have chosen.

UK Standard items are usually received within three to five days (but can take up to 14 days).

UK Express orders placed on a weekday before 2pm are usually delivered the next business day. Please note that with this shipment method, a signature is required upon delivery. Orders received after 2pm usually arrive within 2 business days.

Europe First Class are usually received within three to six business days (but can take up to 21 days).

Rest Of World First Class are usually received within six to ten business days (but can take up to 21 days).

If you have not received your item within these time frames, please contact your local sorting office who should be able to assist you. If you still have not received your item after contacting your local sorting office, please contact our support team on support@universal-music.co.uk or call us on 0845 070 2036 Monday to Frday 8am - 6pm and we'll be happy to assist you.

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How do I download music?

We offer two methods of downloading to your computer: our Universal Music Downloader, or via a Zip file. The Universal Music Downloader is a quick, free and easy-to-use desktop application( Click here for minimum system specifications). The Universal Music Downloader allows you to download multiple files simultaneously, and to re-download previously purchased content (through Your Account are on the website). The Universal Music Downloader also offers a simple and effective way of importing new music from Universal Music into your existing music libraries.

Alternatively, if you prefer to install your music manually, select the Download Zip file option after you make your purchase.

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Downloading to your mobile

We also offer the option of downloading tracks to your mobile phone. (Supported handsets only, please see list here.) If you would like to do this, select "Download to my Mobile" option when you make your purchase. You will then be prompted to enter your mobile phone number. Phone numbers need to be entered in the international dialling format, using the international code with the '+' sign at the start, the international code, and no initial '0' before the first '7', e.g. +44 7999 999 999; or with two zeroes, the international code, and no initial '0' before the first '7', e.g. 0044 7999 999 999. Once you have completed your purchase, we will send an SMS message to your mobile phone (free of charge). By clicking on the link in that message, your download will be activated and the file transfer will begin. All SMS messages we send you as part of this process are absolutely free of charge.

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Does Universal Music use DRM?

DRM (Digital Rights Management) is a tool used to protect content from being improperly used or shared. All Universal Music tracks are DRM free, meaning our customers have enhanced freedom and ease of use and storage on different devices.

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How do I contact Universal Music?

You can always contact our support team at support@universal-music.co.uk.

Alternatively, you can give us a call between 8am and 6pm Monday to Friday, on 0845 070 2036. Calls made within the UK will be charged at a local rate from a landline; mobiles may vary – check with your network provider.

To contact us by snail mail, please write to:

Universal Music Direct, 364-366 Kensington High Street, Kensington, London, W14 8NS

We absolutely welcome your feedback. If you have any ideas, opinions or requests, please get in touch at feedback@universal-music.co.uk.

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How do I cancel an order?

To cancel an order, sign into Your Account, and select Order History. This will display a full list of all your orders. Select the order you wish to cancel, and click View Order Details. You now have the option to cancel your order, or individual items from your order, provided they have not yet been dispatched.

Please note that digital downloads and gift vouchers are non-refundable.

If your order has already been dispatched, please contact customer services at support@universal-music.co.uk or on 0845 070 2036 between 8am and 6pm Monday to Friday for advice on what steps to take next.

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What do I do if I receive a damaged item?

Unfortunately, items can get damaged in transit sometimes. Should this happen, please refer to our Returning An Item section on the website. Alternatively, contact our support team, either on support@universal-music.co.uk, or on 0845 070 2036 between 8am and 6pm Monday to Friday.

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What countries do you deliver to?

Andorra, Antigua and Barbuda, Argentina, Aruba, Ascension Island, Australia, Austria, Azores, Bahamas, Bahrain, Barbados, Belgium, Belize, Benin, Bermuda, Botswana, Brazil, British Virgin Islands, Brunei Darrusalam, Cameroon, Canada, Canary Islands, Cayman Islands, Chile, China (inc Tibet), Christmas Island, Cocos Islands, Comoros, Corsica, Costa Rica, Cyprus, Denmark, Dominica, Dominican Republic, Ecuador, Estonia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadaloupe, Guernsey, Guyana, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kenya, Kuwait, Latvia, Lithuania, Luxembourg, Macao, Madagascar, Madeira, Maldives, Mali, Malta, Martinique, Mauritius, Mexico, Monaco, Namibia, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Norfolk Isles, Norway, Oman, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Reunion, Samoa ( US Terr ), San Marino, Saudi Arabia, Senegal, Seychelles, Sicily, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Spanish Terr, Sri Lanka, St Helena, St Lucia, St Pierre and Miquelon, St Vincent and Gren, Suriname, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, United Arab Emirates, United Kingdom, United States of America, Vatican City, Venezuela, Western Somoa, Zambia, Zimbabwe

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Why do I need a password?

Your password is unique to your email address and ensures that your account details remain secure.

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Why do I need to Sign in?

When you register with Universal Music for the first time, you create Your Account, an information page which records details of your contact, delivery and payment information. Once entered, your details can be stored in Your Account and you will not have to re-enter them again when you make your next order. Signing in also allows you to:

• Track your order status and order history
• Access your account information at any time and edit any of your account details
• Manage your subscriptions and receive news on your favourite artists

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