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FAQ

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ORDERING

HOW DO I KNOW IF A PRODUCT IS IN STOCK?

If an item goes out of stock, we’ll tell you on the product page.

WHY DO YOU NEED MY DETAILS WHEN I ORDER?

The information we take from you during the registration and purchase process ensures that we can deliver your order to you quickly, efficiently, and accurately. We never store any sensitive information on our systems.

HOW DOES A PRE-ORDER WORK?

Some products are on pre-order. To pre-order these products simply add to cart and proceed to checkout. The release date is the scheduled date on which the product is available in Qatar. This date is provided by our suppliers and is subject to change without notice. Once you place the pre-order, your product will be reserved as soon as we receive the stock, on or after the release date. You will be charged when we ship the product to you.

PAYMENT OPTIONS

WHAT ARE MY PAYMENT OPTIONS FOR ONLINE PURCHASES?

We accept all major credit and debit cards.

CAN I USE A CREDIT CARD THAT WAS NOT ISSUED IN MY SHIPPING COUNTRY?

You can pay using any valid credit card, regardless of where it was issued.

CAN I CHANGE MY CARD DETAILS AFTER PLACING AN ORDER?

Once you’ve placed an order, you cannot change the card details or the payment option.

DELIVERY AND SHIPPING

WHICH COUNTRIES DO YOU SHIP TO?

We currently only ship to Qatar. However, we are working on expanding our shipping destinations. Watch this space or subscribe to our newsletter for updates.

HOW MUCH DOES SHIPPING COST?

When you place your order, we’ll tell you the shipping charge. Currently all orders are eligible for free shipping, and in this case, the cost will appear as 0.

CAN I GET MY ORDER DELIVERED TO MY OFFICE?

We can deliver to any address of your choice, as long as it’s within Qatar.

CAN I CHOOSE WHAT TIME MY ORDER ARRIVES?

You can select your preferred delivery time once our delivery partner gets in touch with you to arrange your delivery.

CAN I CHANGE MY SHIPPING ADDRESS AFTER I CHECK OUT?

Once you’ve checked out, you will not be able to update your shipping address.

CAN I TRACK THE PROGRESS OF MY ORDER?

Once your package has shipped, we will send you your tracking information so you know when to expect your order.

RETURNS AND CANCELLATIONS

I WANT TO CANCEL MY ORDER. WHAT SHOULD I DO?

Go to ‘My Account’ and select ‘My Orders.’ Then click the cancel button for the relevant order.

Please note that your order can only be cancelled before it is prepared for shipping. If your order has already shipped, it will need to be processed as a return. Please email hello@hmv.me to initiate a return.

WHAT IS YOUR RETURNS AND CANCELLATIONS POLICY?

hmv.me will exchange or refund any product provided the following conditions are met:

– The original shipping receipt accompanies the product.
– The product is sealed and in its original condition.
– The product is returned within 7 days and exchanged within 14 days from the date of delivery
– The product is exchanged with another product of the same or higher value in which case the difference should be settled.

REPAIRS & REPLACEMENTS

A PRODUCT I PURCHASED FROM YOU NOW NEEDS TO BE REPAIRED. CAN YOU ARRANGE THAT FOR ME?

All products that are within the warranty period, as defined by the supplier of the product, will be repaired according to the Terms and Conditions. If your product is out of warranty, we will be happy to put you in contact with our supplier or the manufacturer to arrange a repair or replacement.

MY PRODUCT HAS ARRIVED DAMAGED – CAN YOU REPLACE IT?

Please let us know within 24 hours of receiving it by contacting our customer services team at hello@hmv.me. Under normal circumstances, we will arrange for the product to be returned and we will assess the damage. We will then arrange for a return or replacement, if applicable.

MY ACCOUNT

I’VE FORGOTTEN MY PASSWORD – WHAT SHOULD I DO?

To reset your password, click the “forgot password” link on the ‘My Account’ page. We’ll then send a reset link to your registered email account.

HOW DO I UPDATE MY DETAILS ONCE I HAVE CREATED AN ACCOUNT?

If you need to update your personal details, change your password, or update your email address, simply head over to your account page and follow the on-screen instructions.

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