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 Woking?

Accepted Answer

You can cancel your order by returning to the store where you placed it with your receipt, and a staff member will assist you. Alternatively, contact Customer Service through the help centre with your order number, name, and store.

Question 13

When will my order arrive at hmv Woking?

Accepted Answer

Most in-store orders arrive within approximately 7-10 working days. However, some items may take longer to source, up to 28 days.

Question 14

Do Gift Cards from hmv expire?

Accepted Answer

Gift Cards are valid for 24 months from purchase date. Using the card extends the expiry by another 24 months from last use, including spending, adding value, or balance checks.

Question 15

Where can I purchase and use hmv Gift Cards?

Accepted Answer

You can buy Gift Cards at your local hmv or Fopp store, with values up to £250. Gift Cards are usable at all hmv and Fopp stores interchangeably.

Question 16

What are the hmv Woking store opening hours?

Accepted Answer

hmv Woking is open Monday to Wednesday and Friday from 9:30 AM to 6:00 PM, Thursday until 8:00 PM, Saturday from 9:00 AM to 6:00 PM, and Sunday from 11:00 AM to 5:00 PM.

Question 17

What payment options does hmv Woking accept?

Accepted Answer

Payment options include American Express, Android Pay, Apple Pay, Cash, Contactless Payment, Maestro, Mastercard, and Visa.

Question 18

Can I collect my online or in-store order from a different hmv store?

Accepted Answer

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

Question 19

What nearby places can I visit when shopping at hmv Woking?

Accepted Answer

Nearby places include the New Victoria Theatre and Rhoda McGaw Theatre for live performances, H&M for clothing, and Hotel Chocolat for chocolates and treats.

Question 20

How can nearby theatres enhance my visit to hmv Woking?

Accepted Answer

After shopping at hmv, you can enjoy performances or films at the nearby New Victoria Theatre and Rhoda McGaw Theatre, making for a full day of entertainment.

Question 21

Are there nearby salons or spas around hmv Woking for beauty treatments?

Accepted Answer

Yes, Pinky Nails and Spa Woking and Peacocks Nail Salon are nearby places where you can enjoy beauty and spa services before or after visiting hmv.

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