What is your Christmas returns policy

Christmas Returns information

Gift receipts are available so please ask at the till if your purchases are gifts.

 

We’ve extended our Christmas returns policy for the Christmas period to offer you more flexibility with your purchase. You can refund or exchange items bought in an hmv store any time in November and December 2021 right up until Monday 31st January 2022.

 

We do ask that you return any products unopened, unused/unworn and in perfect condition with the original receipt.

 

Some exclusions apply including, but not limited to, HMV & FOPP gift cards.


Returns Exclusions

  • PC & console games
  • store.hmv.com purchases
  • Products containing downloadable content including but not limited to UltraViolet codes
  • Food and beverages
  • Electronic Gift Cards

 

These products are excluded from our Returns Policy and can only be returned in accordance with your statutory rights.

 

Got unwanted Christmas presents?

We will be accepting products for exchange from Monday 27th December 2021. Please ensure that you have proof of purchase.

This does not affect your statutory rights.

 

What if something is faulty?

Returning a faulty item within 30 days of purchase?

 

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 first 30 days from purchase. You must produce proof of purchase, and where applicable, all original components must be included. We reserve the right to inspect any return to verify the manufacturing fault; this may be completed with our customer service team or directly with the manufacturer.

We ask that all faulty technology returns include a valid receipt and all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.

 

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

 

Returning something after 30 days but within your warranty period (usually 12 months)

In the unfortunate event that you should discover a fault with an item, we will in the first instance offer a repair* or replacement for anything that demonstrates a genuine manufacturing fault.

 

We ask that all faulty returns be accompanied by a valid receipt with all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.

 

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

 

What if I don’t have a receipt?

Gift receipts will be issued at the point of sale if you ask for one. Failing that, a bank statement is sufficient proof of purchase. Alternatively, you can contact the customer service team via the contact us form detailing the exact date of purchase, the item in question, and method of payment as they may be able to locate the transaction details for you.

 

I got a Gift Card for Christmas – how can I check the balance?

Any member of staff in-store will be able to check the balance of your hmv Gift Card. Each store will also have an automated option on their phones that will allow you to check the balance. Please visit our store finder for your local store’s phone number.

 

What time do your stores open?

Please visit our store finder for the most up-to-date opening hours. Please note that opening hours may change from week to week during the seasonal holidays so please check before travelling.

 

How do I check to see if something is in stock?

Our new Ring & Reserve service lets you check if your local store has an item in stock before you visit – simply call 03333 230 667 and one of our agents will be happy to check the availability for you. You can find your local store and their contact details by clicking here

 

I have a problem with my purchase. Who can I talk to about that?

The quickest way to get any issue resolved is to return to your nearest hmv store with the item in question and receipt. You can find their location and contact details here:  store finder.

You can also contact the customer service team from the Help Centre, but please note that the customer service department will be closed from 25th December and reopens on 28th December so if you have a problem during this time then returning to a store will be the quickest way to get your problem resolved.

 

Got more store related questions?

Please click here for more answers

Company Information

Are Fopp part of hmv?

Yes, Fopp and hmv are part of the same group.

 

Charity donation requests

Whilst we would very much like to help and can fully appreciate how important it is to support worthwhile causes, we regret that the sheer volume of requests we currently receive makes it difficult for hmv to respond in each case with a donation or a contribution of some kind.

For this main reason but also so that we may remain consistent in not unduly favouring one request above another, Fopp and hmv direct much of their fundraising and community engagement activities towards two nominated charities. These are Nordoff Robbins, a national music charity that uses music therapy to help a range of people from challenges such as autism, dementia, mental health problems, stroke, brain injury, depression, and life-threatening or terminal illnesses, such as cancer, and War Child, who provide life-changing support to the most vulnerable children whose families, communities and schools have been torn apart by war.

We very much hope that you will appreciate our position and trust that you will forgive us that we are unable to assist with a donation for your charity and for any disappointment this may cause. We trust also that you will kindly accept and pass on our very best wishes.

Gift Cards

What is a Gift Card? 

A Fopp or hmv Gift Card is a prepaid card that can be used as an alternative to cash for purchases within any of our high street Fopp or hmv  stores. Fopp Gift Cards can be used in our hmv stores and vice versa. 

 

How do I buy/use a Gift Card?

You can purchase a Gift Card at your local Fopp or hmv store. Simply ask a member of staff at the till and they’ll be able to add any amount from £1 up to the value of £250.

 

When spending a Gift Card, you can use it as part payment and any remaining balance will remain on the card for 24 consecutive months from the date last used.

 

Can I buy/use a Gift Card online?

Gift Cards are currently only available to purchase and spend in Fopp and hmv high street stores.

 

How do I check my Gift Card balance?

Any member of staff in-store will be able to check the balance of your Fopp Gift Card. 

 

Alternatively, you can call your local store and select the relevant option to check the balance over the phone. Details of your local store can be found here: fopp.com/stores/

 

What do I do if my Gift Card has expired?

If a Fopp or hmv Gift Card is not used for a consecutive period of 24 months either for spending, adding value or simply making a balance enquiry, the card will be cancelled. This is in accordance with point 8 of the card’s Terms and Conditions which state:

 

“If the gift card is not used for a consecutive period of 24 months from the date it was issued or from the date, it was last used, either to make a purchase or to add additional funds, it will automatically expire and any remaining balance will be cancelled.”

 

If the card shows a zero balance and no transaction(s) for a continuous period of 180 days, it will automatically expire at the end of that period. Expired Gift Cards cannot be re-activated or replaced.

 

I’ve lost my Gift Card, what can I do?

Please contact our customer service team through our help centre with the long card 19 digit number for a member of staff to investigate further.

In-Store Orders

When will my order arrive in-store?

The majority of orders placed in-store generally arrive within approximately 7-10* working 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.

 

If your query relates to an online Click & Collect order, please check out the articles in this section.

*Please note that certain items may take longer to source than the average 7-10 days and may take longer to arrive in store.

 

Is my in-store order ready to collect?

If you provided a mobile number when you placed your order, we’ll keep you updated by text message at regular intervals should there be any delays and will send you a final text message as soon as your order has arrived at the store and is ready to collect. If you provided a landline number with your order, a member of staff will call you once it’s ready to collect. Alternatively, you can contact the store directly using the store finder.

 

My in-store order still hasn’t arrived, what now?

We place our orders directly with our suppliers and whilst these usually arrive within an average of 7-10 working days, there can occasionally be delays if the items are currently out of stock, needing to be repressed/manufactured.

 

We do our utmost to fulfill all orders in the shortest time frame possible and will keep you updated with text messages along the way. As soon as the item has been delivered to the store, we will send you a final text message, or call you if a mobile number has not been given, to let you know when it is ready to be collected.

 

Can I collect my order at another store?

Orders can not be transferred between stores and will need to be collected from the store it was originally placed.

 

How do I cancel my order?

Please return to the store the order was placed with your receipt for a member of staff to assist you further.

 

Our Customer Service team can also check the status of your order – please get in touch through the help centre with your order number, the name used when placing the order and which store the order was placed in.

Payment

What forms of identification do you accept?

As a responsible retailer, we operate a THINK 21 scheme to make sure age-restricted products don’t fall into the hands of anyone who’s underage. If ID is requested and can’t be produced we have no option but to refuse the sale.

 

We accept Photo Driving Licences and Passports and any cards featuring the PASS (Proof of Age Standards Scheme) hologram, eg. CitizenCard, Connexions Card, Portman Group Card, Validate UK and Young Scot, subject to our discretion.

 

Do you offer student, NHS or UK Forces discount?

We do not currently offer discounts of this nature.

 

What vouchers/gift cards do you accept?

We currently accept a number of third-party vouchers, including (but not limited to) vouchers issued by Love2shop and any card bearing the Flexecash logo. All vouchers/cards must be within their expiry dates.

 

Do your stores provide tax-free shopping?

The tax-free shopping scheme with Planet Payment closed on 31/12/2020 and is no longer available for purchases made within the UK.

 

Please feel free to visit: planetpayment.com/en/shoppers/ for full details.

Product Enquiry

How do I check stock availability in my nearest store?

We now offer a Ring & Reserve service so that customers can check the availability of an item and reserve this at their local store. Simply ring 03333 230 667, or phone your local store and select the relevant option, and one of our agents will be happy to assist you further.

 

Alternatively, please use the store finder to find the contact details of your nearest store and enquire directly with them: http://www.fopp.com/stores/

 

Are your prices the same in all Fopp stores?

All full-price and promotional items will normally be charged at the same price across all Fopp stores. However you may find that some sale or promotional items sell out quicker in some stores than others, as these items are available on a first-come first served basis and while stocks last.

 

Are sale and promotional items limited?

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

 

On some occasions, we may limit promotional items to one unit per customer. We may also cancel orders that are placed separately for the same item. This is in the interests of fairness for all of our customers.

 

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.

 

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

 

What if the store hasn’t got what I’m looking for?

Your local store may be able to order it for you depending on the availability of the item. Please ask at the till when next you visit your local store. Please note that a full deposit must be paid in store at the time of ordering.

 

Alternatively, please feel free to check our online shop at store.hmv.com in case the item is in stock or available to be ordered there. 

 

Are your DVDs, Blu-rays and Games region coded?

Yes. All DVDs, Blu-rays and Games sold by Fopp and hmv are region coded 2, B or PAL and may not be usable outside of UK/Europe, unless stated otherwise.

 

 

DVD Regions

 

– Region Zero: Multi-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

 

– Region A: U.S., Japan, Latin America, East Asia

– Region B: Europe, Africa, Australia, New Zealand

– Region C: China, Russia, Remaining countries

 

Game Regions

 

– NTSC-U/C: United States, Canada, Mexico, South America

– NTSC-J: Japan, South Korea, Taiwan, Hong Kong, Macau, Southeast Asia

– NTSC-C: Mainland China

– PAL: Europe, Australia, New Zealand, India, South Africa

 

What does Parental Advisory mean?

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 the PEGI age ratings on games and BBFC age ratings on films mean?

Age ratings are systems used to ensure that entertainment content, such as films, DVDs, Blu-rays, 4K UHDs 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.

 

Similarly, a DVD, Blu-ray or 4K with an age rating of 12, 15 or 18 will be suitable for persons over this age only. 

Recruitment

Do you accept Work Experience?

All stores handle their own work experience queries so please contact the relevant store directly by phone. You can find their contact details using our store finder: fopp.com/stores/

 

I have a reference request?

If you need a reference for yourself or an applicant, please submit a request through our help centre for further assistance.

 

How do I check and apply for job vacancies?

Please visit our careers website for all information regarding any current vacancies and details on how to apply.

Returns

What is your returns policy?

We will exchange or refund most items purchased in error, or unwanted gifts, provided that they are returned to any Fopp or hmv store unopened, unused, unworn, and in perfect condition within 21 days of purchase and accompanied by a valid receipt. Some exclusions apply including, but are not limited to:

 

  • store.hmv.com purchases [please visit our online returns articles for more]
  • Gift Cards
  • Products containing downloadable content
  • Food and beverages
  • Digital and games credit and subscriptions
  • PC games

 

These products are excluded from our Returns Policy and can only be returned in accordance with your statutory rights.

 

My item is faulty, what should I do? (not tech)

Within 30 days of purchase

In the unfortunate event that you should discover a fault with an item, we will offer an exchange or refund for any purchase that demonstrates a genuine manufacturing fault within the first 30 days from purchase. You must provide proof of purchase, and where applicable, all original components must be included. 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 directly with the manufacturer.

 

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

 

After 30 days but within your warranty period (usually 12 months)

In the unfortunate event that you should discover a fault with an item, we will offer a replacement for anything that demonstrates a genuine manufacturing fault.

 

We ask that all faulty returns be accompanied by a valid receipt with all accompanying parts i.e. slipcase, booklets, or any extras included.

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

 

My Blu-ray or 4K is faulty, can you help?

If you’re having trouble with your Blu-ray or 4K player, or certain discs will not play, we’d recommend checking your player’s firmware, and updating it if necessary. To find out more about firmware updates, please visit the manufacturer’s website. Hopefully, this will resolve the issue but if the fault persists, please return to the store with the item and receipt, or contact us via the help centre so we can assist further.

 

I’ve lost my receipt, what do I do?

Please contact us via the help centre and provide as much of the below information as possible and we’ll do our best to locate the transaction on our system and issue you with a duplicate receipt:

 

  • The purchase date
  • The method of payment
  • Which one of our stores the item was purchased from
  • The total amount for the transaction
  • Details of all items purchased at the time

 

I can’t get back to the store I purchased from, what do I do?

Items can be returned to any Fopp or hmv store; for your nearest branch please use our store locator: fopp.com/stores/

 

My technology product is faulty, what should I do? (excludes Beats)

In the unfortunate event that you should discover a fault with a technology product, please contact us and let us know what’s happened. We may be able to help with some troubleshooting tips or diagnose a manufacturing fault before returning to an Fopp or hmv store for a repair or replacement.

 

We ask that all faulty returns be accompanied by a valid receipt and all accompanying parts i.e. accessories, manuals, cables, batteries etc. If you are returning a faulty technology product that was purchased as part of a bundle, then we ask that you return all additional items that came as part of that bundle.

 

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

 

The warranty has expired on my purchase, what can I do?

In the unfortunate event that your item develops a fault after the warranty has expired, please contact the manufacturer directly for information on how to arrange for a repair of your item.

 

Visit to Store

Where is my nearest store?

To find a store and its opening hours simply pop a postcode or area into our store finder: http://www.fopp.com/stores/

 

I think I’ve been charged incorrectly, what should I do?

If possible, please revisit the store with the item and the receipt, and a member of staff at the till will be able to investigate this and assist further. 

 

If you are unable to return to the store, please contact us via the contact us form with the full details of the issue, including a copy/scan/photo of the receipt and an email address if possible, for us to investigate and assist you further.

 

Why was I asked for proof of ID?

Fopp stores are particularly diligent with regards to the sale of certificated products. Selling an age-restricted product to a customer who is under the age limit can cause upset or offence to the customer or their guardians. 

 

If a member of our staff is at all unsure about the age of a customer when selling certificated products, they will refuse the sale unless you are able to produce valid photographic identification such as your current Passport or Driving License.

 

As a responsible retailer, we operate a THINK 21 scheme to make sure age-restricted products don’t fall into the hands of anyone who’s underage. 

 

If ID is requested and can’t be produced we have no option but to refuse the sale.

 

I lost something in-store, how can I check if it’s been found?

If you think that you have lost something in one of our stores you can return to the store and speak with a staff member for further assistance. Please check the store finder for the contact details of our stores.

Fopp Events

General Events Information

How do I access the event?

We offer our customers unique and exclusive event opportunities for your favourite artists, ranging from a meet and greet to live performances. Due to the range of events that we hold, there will be different processes for how these take place depending on their nature.

 

In-store pre-order and wristband – For events taking place in a Fopp or hmv store, we may ask you to pre-order the artist’s album at the store that the event is taking place to reserve a wristband. Please take your customer order receipt with you when collecting the pre-ordered item from the store and you will be given a wristband, which acts as your entrance into the event.

 

Click & Collect – For events taking place at a Fopp or hmv store, we may ask you to place an event bundle order on store.hmv.com for delivery to the store where the event is taking place. Please take your confirmation email along with you to the event where you can collect your item (and a wristband if applicable) on the day.

 

E-ticket – Your e-ticket to the event will be sent via the hmv tickets app, which can be downloaded from either Apple’s App Store or Google Play. When placing an order, you will need to provide the name and mobile phone number of the guest attending the event. These same details will also need to be used to create an hmv tickets account within the hmv tickets app. (The e-ticket will usually be able to be accessed in the app no later than a week before the event; the QR code will be activated an hour before the event begins). Please make sure to bring your phone containing the hmv tickets app and e-ticket to the event to gain entrance.

 

Full details of which type of event is taking place will be posted on fopp.com/category/instore-events/ and/or the product page on store.hmv.com (if applicable) and most answers to your questions can be found there. However, if you require any further information regarding the event, we’d recommend visiting our Events articles for more information.

 

All events are subject to change or cancellation at short notice. Any changes to the event will be announced via social media and updated on hmv.com/hmvlive. Please check our social media channels for any event updates or changes before travelling:

 

fopp.com/category/instore-events/

 

twitter.com/FoppOfficial

 

facebook.com/FoppOfficial

 

In order to ensure a safe event for all customers, Fopp and hmv reserve the right to refuse entry to the event at any time for health and safety reasons.

 

 

Please see here for our full Event Terms and Conditions.

 

 

How do I find out what events are on?

All information regarding events that are scheduled to take place can be found on our events page: fopp.com/category/instore-events/

 

 

How do the in-store purchase wristband events work?

 

Pre-order – Certain events taking place in a Fopp or hmv store may be limited to placing a pre-order of the artist’s album directly at the store where the event is taking place. This will reserve both the item and a wristband for your personal use. Please also note that payment will need to be made in full at the time of pre-ordering to confirm your place at the event. 

 

Please take your customer order receipt with you when collecting the pre-ordered item from the store and you will be given a wristband, which acts as your entrance into the event. 

 

Already released –  Wristbands are available with the purchase of the album/item from the day of release on a first-come first-served basis. Please check with your local store for availability. Please be aware items cannot be reserved in advance.

 

How does the online purchase Click & Collect events work?

Certain events taking place at a Fopp or hmv store may be limited to placing a Click & Collect order for an event bundle on fopp.com/category/instore-events/. This means that your order will be delivered to the store where the event is taking place and a wristband will be allocated to you, where applicable.

 

Once you have placed your Click & Collect order, you’ll receive an order confirmation email within 24 hours (please check your spam or junk folder if this hasn’t been received within this timeframe).

 

To attend the event, simply take your confirmation email along with you to the store where you can collect your order (and a wristband if applicable) on the day of the event. The event management team will then advise you further with regards to joining a queue. 

 

Parent/guardian Entry

If you wish to accompany a minor to an in-store event, please be advised that you will only be allowed to wait in the queue with them. Please note, any persons attending who do not have an e-ticket/wristband will not be able to meet the artist/have items signed.

 

I require assisted access when attending an event. Can you assist?

If you wish to attend an in-store event and have any special requirements due to a disability, please contact our Customer Service team by submitting a request and we will do our best to accommodate you:

 

  • Your in-store or store.hmv.com order number 
  • Details of any special requirements
  • Full Name of attendee

 

What can I get signed?

The items that can be signed are usually restricted to those which are ordered to gain access to the event. However, please visit the relevant event page on fopp.com/category/instore-events/ for more information regarding a specific event.

 

 

Can I take photographs at the event?

Posed photographs with the artist(s) are not guaranteed and photography is at the discretion of the artist(s) management. Please speak with a member of event security regarding any restrictions on photography, as details differ from event to event.

 

The event was cancelled, what happens now?

In the unfortunate case that an event is cancelled, we will contact all affected customers regarding their order and what happens next. For any updates please check our social pages Twitter: @FoppOfficial, instagram:@foppofficial & facebook.com/FoppOfficial

E-tickets - General Information

How many e-tickets can I purchase per event?

This will differ for each event and will be detailed in the product description section of the product page on fopp.com/category/instore-events/. Alternatively, you can visit hmv.com/hmvlive and select the event you wish to attend to see how many event bundles and/or e-tickets can be purchased per customer.

 

When will I be charged for my e-ticket and order?

If using PayPal, we’ll take payment for the order straightaway, whereas a credit or debit card will only be charged upon dispatch of the order. 

 

It is important to make sure that you are using a valid payment method when placing the order and that there are sufficient funds within the account when processing begins, either close to the item’s published release date or the day of the event. If payment is unsuccessful, your order will be cancelled and you may lose your place at the event. 

 

How and when will I receive my e-ticket?

Your e-ticket will be issued within the timeframe specified on the product page on  fopp.com/category/instore-events/. Once the e-ticket has been issued, you will either be sent an SMS message prompting you to download the hmv tickets app or, if you already have the app, push notification to confirm it’s ready to view. 

 

To sign in to the app, you must enter the name and mobile number exactly as they appeared on your order. If you have ordered and received multiple e-tickets, these will be stacked – simply scroll up/down to switch between each e-ticket. 

 

When first receiving your e-ticket, the QR code will not be active, however, this will appear on your app one hour before the start of the event.


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. 

 

If payment fails for an order, we will have no choice but to cancel it and you may no longer be able to attend the event.

 

I haven’t received my order confirmation email, what should I do?

We ask that you allow 24 hours to receive your order confirmation and that you also check your spam or junk folder in case the email has been filed there.

 

 If you have still not received your order confirmation after this time, please get in touch by submitting a request or through the chat, confirming the full name and email address you used to place your order and we’ll advise further.

 

I typed my mobile number incorrectly, what should I do?

Please get in touch by submitting a request or through chat as soon as possible and at least 5 working days before the event begins, stating your order number and the correct mobile number and we’ll update this on your order.

 

I have a new mobile number, what do I do?

To update your phone number, please sign out and sign back in with your new number, using the same device. As you sign in using the same name and device, we can recognise that it’s still you. 

 

If you haven’t downloaded the app before changing your phone number, please contact us by submitting a request or through the chat and we’ll advise further. 

 

I have lost my mobile phone. Can I still attend?

To gain entry to an external event, an e-ticket will need to be shown within the hmv tickets app. If you no longer have access to the original device that your hmv tickets app had been downloaded to, simply download the app to another device and log into your account; your e-tickets will still be shown there.

 

My e-ticket is in someone else’s name, will I be allowed in?

Yes. However, to gain entry to the event all attendees must arrive together with the named e-ticket holder.

 

I can’t see my e-ticket in the hmv Tickets app. What can I do?

If any e-tickets have not been received by 10 working days before the event, please get in touch by submitting a request with your order and phone number and we’ll look into this further.

 

I can’t access the hmv Tickets app, what can I do?

All e-ticket events are fulfilled using the hmv tickets mobile phone app. Customers will need to download the hmv Tickets app from the relevant app store for their device to access their tickets. Please note e-tickets will be sent by the date provided on the events page.