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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). Please note: we can not deem an item as lost until 14 days after dispatch.

If you live in Europe and you have selected Standard Delivery, you will usually receive your item(s) within 3-6 business days.

If you live outside of the European Union (EU) and you have selected standard delivery, you will usually receive your item(s) within 6-10 business days.

Please note that with both European and other international standard delivery, we can not deem an item as lost until 21 days after dispatch.

Please note that items shipped using standard delivery are not on a tracked service. We would strongly recommend using an express service for any high-value items.

UK Express orders placed between Monday and Thursday are usually processed within 24 hours and dispatched the next business day. Please note that with this shipment method, a signature is required upon delivery.

International express delivery times vary by country but will take a minimum of 3 working days following dispatch. A signature will be required upon delivery.

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 at storesupport@umusic.com

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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 storesupport@umusic.com.

To contact us by mail, please write to:

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

We absolutely welcome your feedback. If you have any ideas, opinions or requests, please get in touch at storefeedback@umusic.com.

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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 reached the final stages of dispatch.

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

If your order has already been dispatched, please contact customer services at storesupport@umusic.com 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 at storesupport@umusic.com

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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, Montenegro, 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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