HMV Parcel Not Delivered or Refund Refused? UK Guide
HMV ships vinyl, media and collectibles that are easily damaged in transit and often produced in limited runs. The Consumer Rights Act 2015 makes HMV responsible until the goods reach you, and where a limited item cannot be replaced, a refund is the remedy.
Who delivers your HMV order?
HMV typically uses: Royal Mail, Evri, Yodel. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with HMV, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on HMV to deliver into your physical possession.
HMV contact and returns
- How to contact
- HMV online orders go to website.service@hmv.co.uk, which is separate from store enquiries, or through the support portal at support.hmv.com. Stores cannot see online order records.
- Returns policy summary
- HMV accepts returns within its published window for unopened items. Sealed music, film and game media carry the usual restrictions once opened.
How to claim a refund from HMV
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact HMV via HMV online orders go to website.service@hmv.co.uk, which is separate from store enquiries, or through the support portal at support.hmv.com. Stores cannot see online order records. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If HMV refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
HMV delivery FAQs
Is HMV legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (HMV) is responsible for the goods until you take physical possession. HMV cannot redirect you to the courier because your contract is with HMV, not the courier.
How long does HMV have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My vinyl arrived with a bent or split sleeve. Is that a claim?
Yes. Sleeve condition is part of what you paid for, particularly on collectible pressings. Photograph the record, sleeve and outer packaging together and use the short-term right to reject under Section 20 within 30 days.
My HMV pre-order was a limited edition and is now sold out.
If it cannot be replaced, you are entitled to a full refund. HMV cannot leave you with neither the item nor your money because its own stock has run out.
Should I contact an HMV store about an online order?
No. Stores cannot see online orders. Use website.service@hmv.co.uk or the support portal, and keep the ticket reference.