Question 1

How do I cancel my order?

Accepted Answer

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.

Question 2

When will my order arrive in store?

Accepted Answer

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

Question 3

Do Gift Cards expire?

Accepted Answer

Gift Cards are valid for 24 months from the date of purchase. If the card is used during this period the expiry date is extended by a further 24 months from the date of the last use. 
Use constitutes spending, adding value or simply making a balance enquiry in one of our hmv or FOPP stores, or over the phone using our automated service.

Question 4

How do I buy/use a Gift Card?

Accepted Answer

You can purchase a Gift Card at your local hmv or FOPP store. Simply ask a member of staff at the till and they'll be able to add any amount of your choosing 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. What's also great is you can use a Fopp gift card in all hmv stores and vice versa.

Question 5

How do I check my Gift Card balance?

Accepted Answer

Any member of staff in-store will be able to check the balance of your hmv Gift Card. Alternatively, you can call your local store and select option 4 to check the balance over the phone. Details of your local store can be found here: hmv.com/store-finder. Additionally, you can call our customer service line and use our automated service to check and extend a currently active card - simply ring 03333 234 754 and follow the options.

Question 6

What is your in store returns policy?

Accepted Answer

We will exchange or refund most items purchased in error, or unwanted gifts, provided that they are returned to any hmv or FOPP store unopened, unused, unworn, and in perfect condition within 21 days of purchase and accompanied by a valid receipt. Some exclusions apply including, but not limited to: store.hmv.com purchases [please visit our online returns articles for more] Gift Cards, Products containing downloadable content including but not limited to UltraViolet codes, 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

Question 7

Do you offer student, NHS or UK Forces discount?

Accepted Answer

We do not currently offer any discounts of this nature.

Question 8

What vouchers/gift cards do you accept?

Accepted Answer

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.

Question 9

What forms of ID do you accept?

Accepted Answer

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.

Question 10

Can I collect my order at another store?

Accepted Answer

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

Question 11

Is my in store order ready to collect?

Accepted Answer

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. Alternatively, you can contact the store directly using the store finder -  https://www.hmv.com/store-finder

Question 12

How can I cancel my order at hmv Hanley?

Accepted Answer

To cancel your order, please return to the original store with your receipt for assistance. Alternatively, contact Customer Service via the help centre with your order number, name used, and store details.

Question 13

When will my order placed at hmv Hanley arrive in store?

Accepted Answer

Most orders placed in store arrive within 7-10 working days, though some items may take longer, up to 28 days, as we source your item.

Question 14

Do hmv Gift Cards expire and how long are they valid?

Accepted Answer

Gift Cards are valid for 24 months from purchase or last use. Using the card extends the expiry by another 24 months from that date.

Question 15

Where can I buy and use an hmv Gift Card at Hanley?

Accepted Answer

You can purchase hmv Gift Cards in-store up to £250. Gift Cards from Fopp can be used at hmv stores and vice versa.

Question 16

What is hmv Hanley's in-store returns policy?

Accepted Answer

You can return unopened, unused items in perfect condition within 21 days with a receipt for exchange or refund. Some items like Gift Cards and digital content are excluded.

Question 17

What are the opening hours of hmv Hanley?

Accepted Answer

The store is open Monday to Saturday from 09:00 to 18:00 and Sunday from 10:30 to 16:30.

Question 18

What payment options does hmv Hanley accept?

Accepted Answer

hmv accepts American Express, Android Pay, Apple Pay, cash, contactless payments, Maestro, Mastercard, and Visa.

Question 19

Can I collect my hmv order from a different store in Stoke On Trent?

Accepted Answer

No, orders must be collected from the original store where they were placed and cannot be transferred between stores.

Question 20

How does nearby Virgin Holidays help when visiting hmv Hanley?

Accepted Answer

Virgin Holidays is close by, making it convenient to arrange travel plans before or after shopping at hmv Hanley in the Potteries Shopping Centre.

Question 21

Are there nearby clothing stores close to hmv Hanley for a complete shopping experience?

Accepted Answer

Yes, clothing stores like New Look, Envy, USC, and Next are near hmv Hanley in The Potteries Shopping Centre, allowing you to shop for fashion items alongside music and entertainment.

Question 22

How can the Amazon Locker at Potteries be useful when shopping at hmv Hanley?

Accepted Answer

You can conveniently collect or return Amazon parcels at the Amazon Locker near hmv Hanley, making it easy to handle deliveries while you shop for music, films, games, and technology.

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