Help & Support

How do I change my delivery address?

Changing your delivery address on your account will not update the delivery address on orders already placed.

If you have placed an order but need to change the delivery address, you must request this change via the contact form below and we will do our best to action it before your order goes to our warehouse. Please note that we are unable to amend the address on your order once the status has moved to "processed".

In addition to this we are unable to amend the country. You can update your delivery address for any future orders by going to your account.

Request to change your delivery address on an existing order.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Delivery

Standard delivery times

We will send you an order dispatch notification via email when your order has been dispatched. Here is a rough guide for how long it should take for you to receive your order from this date.

Territory Delivery Times
UK Approximately 1–4 working days
Ireland/Europe Approximately 7–10 working days
USA/Canada Approximately 10–14 working days
Rest of the World Approximately 7–20 working days (depending on location)

Please note that this is a guide only and should not be interpreted as a guarantee. Once your order arrives in your country, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.

As standard delivery in the UK is handled by the Royal Mail, there is no tracking information available on orders using standard delivery.

Can't find the answer? Contact us about standard delivery times.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Courier delivery times

If the speed of delivery or tracking is important to you, it may be worth selecting the “Courier” option on the “Review Order” page when placing your order.

Orders should be delivered next day to most UK destinations if placed before midday. Delivery times to rest of the world destinations can vary significantly from country to country.

Territory Delivery Times
UK Approximately 1–2 working days
Ireland, Europe, USA and the rest of the world Approximately 3–5 working days

Please note that this is a guide only and should not be interpreted as a guarantee. Once your order arrives in your country, it is passed to your postal service, who will deliver it to you in keeping with their standard working practices.

Can't find the answer? Contact us a question about delivery.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Delivery prices

UK standard delivery

All standard mail shipments to UK delivery addresses are shipped via Royal Mail First Class (untracked). In most cases, delivery will be the next day (Monday–Saturday).

There are 2 flat rate postage and packaging charges for this shipping option.

Type Dimensions Price
Large letter Packages up to maximum dimensions of 353mm x 250mm x 25mm £1.95
Small parcel Packages over the large letter dimensions above up to a maximum weight of 2kg including packaging. £3.95
Popular Examples Price
1× CD £1.95
2× CD £1.95
1× CD and 1x T-Shirt £1.95
1× CD and 1× DVD £1.95
1× CD and 1× Hoodie £3.95
1× Vinyl LP £3.95
1× Vinyl LP and 1× T-Shirt £3.95
3× Vinyl LP £3.95

Can't find the answer? Contact us about delivery prices and charges.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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UK courier delivery

Courier shipments to UK delivery addresses are sent via myHermes or DPD, both are tracked express services. Courier shipping is offered as an option where Standard delivery is also available or as the sole option where the shipment has a high weight or value.

Destination Price
Flat rate to all UK destinations £6.95

Can't find the answer? Contact us about UK courier delivery.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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EU & rest of the world standard delivery

All standard mail shipments to delivery addresses outside the UK are shipped as regular untracked mail via B2C Europe.

Shipments are passed to local delivery partners who are then responsible for delivery to the destination address.

Standard delivery times can vary depending on destination, to urban centres in Europe they can be typically 7-10 working days and to urban centres in the rest of the world 10-14 working days.

In some cases, delivery times may exceed these, especially where delivery addresses are outside urban centres. Please allow at least 20 working days from receipt of your Order Despatch Notification email before contacting Customer Services.

Delivery costs vary based on destination and order weight. These delivery prices are guidelines only and not guaranteed.

Popular Examples Destination Price
1× CD France/Germany £2.99
1× CD USA £1.79
1× CD Australia £2.49
1× CD and 1× T-Shirt France/Germany £5.99
1× CD and 1× T-Shirt USA £5.09
1× CD and 1× T-Shirt Australia £6.99

Can't find the answer? Contact us about EU and worldwide standard delivery.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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EU & rest of the world courier delivery

All courier shipments to delivery addresses outside the UK are shipped on a fully-tracked service via B2C Europe Parcel Plus. Shipments are passed to in-country delivery partners who are responsible for final delivery. Delivery times can vary depending on destination.

Delivery costs vary based on destination and order weight. These delivery prices are guidelines only and not guaranteed.

Popular Examples Destination Price
1× CD France/Germany £11.49
1× CD USA £16.49
1× CD Australia £25.74
1× CD and 1× T-Shirt France/Germany £12.99
1× CD and 1× T-Shirt USA £20.99
1× CD and 1× T-Shirt Australia £27.99

Can't find the answer? Contact us about EU and worldwide courier delivery

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Customs and import charges

All import and export costs are the responsibility of the customer. We have no control over the length of time your order will be held at customs for clearance and suggest that you contact them directly for further information. We mark all packages for overseas delivery with contents and order value marked accordingly.

Can't find the answer? Contact us about customs and import charges.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Complete shipping/Part-shipping/Ship as available

Complete Shipping

If you select “Complete Shipping” your order will be sent out in one delivery once all items have come into stock.

Part Shipping

If you select “Part Shipping” the available items will be sent immediately and the remaining items will follow in a second delivery once they have come into stock. The delivery charge displayed will cover both deliveries. You will be sent an email to notify you when each package has been dispatched. This will clearly state which products are contained within it and which products are still to be delivered. If you have ordered a bundle all the physical items in the bundle will be sent together.

Ship as Available

If you select “Ship as Available” (multiple shipments) the in-stock items will be shipped immediately and the remaining items will be dispatched separately as and when they arrive in stock. The delivery charge displayed will cover all deliveries. You will be sent an email to notify you when each package has been dispatched. This will clearly state which products are contained within it and which products are still to be delivered. If you have ordered a bundle all the physical items in the bundle will be sent together.

Can't find the answer? Contact us about shipping options.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Where is my order?

How do I view my order history?

You can check your order history at any time by logging into your customer account and viewing your order history. Just go to the store and click "Login" where you will be asked for the email address and password you registered with us when you placed your order. Here all of your orders with us will be listed.

What is my order status?

You can view this logging into your customer account where your order status will be displayed.

“Pending”

If the status of your order says 'Pending', this means that we are awaiting stock from our supplier. If the product you ordered is a pre-order then the release date will be displayed.

“Processed”

If the status of your order says 'Processed', this means that your order should be on its way to you. You will be sent an automated email to confirm when the order has left our warehouse.

Can't find the answer? Contact us about your order.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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My delivery hasn't arrived

You will be sent an email to confirm when your order has been dispatched. Once you have received this, please wait until our expected delivery time has elapsed.

If you have chosen Standard Mail delivery please check if your local post office is holding the package for you. They may not have been able to fit your package through your letterbox and taken it for you to collect from the depot. They should leave a card to say that delivery has been attempted, but in our experience, this doesn't always happen. If they return the package to us because you did not pick it up at the post office, the order will be returned to stock and you will be refunded for the goods less the postage and packing charge. If you still require the order then you would need to place a new order via the online store.

Before contacting us, please check your expected delivery time has elapsed.

Contact us about your missing order.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Returns and refunds

Our returns policy

If you are not satisfied with any of the items you have received for any reason, we will be happy to issue a refund or a credit voucher for the cost of the items if we receive the returned items from you in the condition that they were sent, within 28 days of delivery to you.

UK customers returns

  1. 1. Packing your return parcel
    You must have the following details on paper and packed within the parcel
    • Full name
    • Order number
    • Short description with reason for returning the item(s)
  2. 2. Send your parcel to:
    Digital Stores FREEPOST RSTA-GZJU-YCLJ
    C/O Ingram Micro
    Drayton Field Industrial Estate
    Nasmyth Road
    Daventry, Northamptonshire
    NN11 8NF
  3. 3. If you are returning via the Post Office
    In the event the parcel is lost, for your protection, ensure you request for “proof of postage receipt” as this proves you have sent the package back to us should the package get lost in transit. You will not be charged for this.

Please note the package is your responsibility until it reaches us. We will be unable to refund or resend your order without a proof of postage receipt.

Didn't find the answer? Contact us about refunding your order.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
Contact Customer Services
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Overseas customer returns

  1. Packing your return parcel
    You must have the following details on paper and packed within the parcel
    • Full name
    • Order number
    • Short description with reason for returning the item(s)
  2. Send your parcel to:
    C/O Ingram Micro
    Drayton Field Industrial Estate
    Nasmyth Road
    Daventry, Northamptonshire
    Northamptonshire
    NN11 8NF

Please note the package is your responsibility until it reaches us. We will be unable to refund or resend your order without a proof of postage receipt.

Didn't find the answer? Contact us about refunding your order.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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My item has arrived damaged

If your items arrive damaged, we will either issue a credit voucher to you (including postage and packing you were charged), or send you a replacement. We may ask you to return the damaged item to us before we can take further action. Please contact us below and we will tell you how to proceed.

Contact us about damaged items.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Can I exchange an item I don't like/clothing that doesn't fit?

If you’re not happy with an item or it does not fit, we recommend you follow these steps:

  1. 1. Before returning, place a new order for the desired product/size. This is to ensure the product/size is still in stock.
  2. 2. Return your order and we will issue you with a refund. See our guide on returning orders.

If you no longer want the item, please follow our refund guide to find out how to return your item.

Didn't find the answer? Contact us about exchanges.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Wrong items have been delivered

If you have received incorrect items in you order please contact us below.

Contact us about the wrong items.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Returned by the post/delivery address errors

If your order is returned to us because you did not collect it from the post office or because you made a mistake with your address, we will not be able to resend it to you. The order will be returned to stock and you will be refunded for the goods less the postage and packing charge as we are not responsible for non-delivery if you have entered your address incorrectly. If you still require the order then you would need to place a new order via the online store.

Contact us about returned post or an error in address.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Placing and cancelling orders

How do I use the shop?

Browse through the different sections of the site looking at the products available. When you see something you want to buy, you'll notice an “Add to Basket” button or “Preorder” button next to it. Clicking on that button will put one copy of that item into your shopping basket. The number of items in your basket will increase each time you add something.

If you click on the “Show Basket/Basket” link or cart icon or “X items for £X.XX” link in the top right of your screen, you can see what you've got in your basket and how much it will cost you. If there's an item you no longer you want you can remove it. Once you've selected everything you would like to purchase, click “Checkout” - this will prompt you to log in. You can create an account if you don't already have one by selecting the 'New Customer' option. You will then be taken to the review order page where all of your order details are displayed for you to check before selecting to 'place order' and enter your payment details.

You need to select your country from the menu to see all the payment methods available to you. Follow all of the instructions regarding your chosen method of payment. After you have completed the payment page, you will be shown the confirmation page where you are given an order number which you can use to check your order status in your 'Order History'.

Need more assistance placing an order? Contact us.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Gift wrap

You can select to have your order gift wrapped for your convenience. Orders for multiple items will be wrapped as one parcel. Please note we aren't able to gift wrap posters or larger size items due to the size and shape of the package. If you purchase a poster along with other products and select gift wrapping, the poster will not be gift wrapped but the package containing the other items will be. If your order is shipped in two parts then both parts will be gift wrapped. There will also be two charges for the gift wrapping.

How do I cancel my order?

We should be able to cancel your order or any item from your order providing the order is still in "pending" status. Just enter your request below and we will do our best to action it before it goes to our warehouse. Please note we are not able to cancel or make amendments to an order your order once it's moved to "processed".

Contact Customer Services
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Billing query

We accept all major credit and debit cards along with Paypal. All the available payment methods for your country will be displayed when you get to the payment page. If you pay by credit/debit card, 'Digital Stores' will be the name shown on your bank statement.

Credit card payments are only taken when the orders are processed. Paypal and debit card payments are taken when the order is placed. If your credit card company is to decline the transaction, we do not have access this decision, as it is between the customer and their bank.

Have a query about payments or billing? Contact us.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Clothing size guide

Unisex T-shirts & vests

*Please note that all sizes are approximate and for guidance only and there are occasionally exceptions to the rule which will be stated on the product where applicable.

Size cm around chest inches around chest
Small 91-97 cm 36-38"
Medium 97-101 cm 38-40"
Large 101-107 cm 40-42"
X Large 107-112 cm 42-44"
XX Large 112-117 cm 44-46"

Unisex hoodies and sweatshirts

*Please note that all sizes are approximate and for guidance only and there are occasionally exceptions to the rule which will be stated on the product where applicable.

Size cm around chest inches around chest
Small 91-96 cm 36-38"
Medium 96-101 cm 38-40"
Large 101-106 cm 40-42"
X Large 106-111 cm 42-44"
XX Large 111-117 cm 44-46"

Baseball caps

One size caps are adjustable and have been designed to fit head circumference of between 22.5 inches (57cm) and 23 inches (59cm). Sizes are approximate and for guidance only.

Questions about specific products

Stock status

The stock status for all products is displayed on the product detail page before you place your order.

Status Explanation
In stock The product is in stock and ready to be dispatched.
Preorder The product is available to buy but hasn't been released yet. Orders for the product will be dispatched on the release date.
Sold out The product is no longer available.
Buy Now: More stock coming soon The product is currently out of stock but will be replenished. As soon as we have received new stock we will ship your order. Usually we receive new stock from our supplier within 6-8 weeks.

Can't find your answer? Contact us about stock status

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Signed products

We often offer products that are signed by the artist(s). As the number of copies is always very limited, orders with multiple copies of signed goods may not be completely fulfilled and orders may be even be cancelled. This is in the interests of fairness and makes the chance of receiving a signed copy as equal as possible for all of our customers.

Can't find your answer? Contact us about signed products.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Ticket presale

If you have purchased an item that is eligible for ticket presale, you will receive a unique presale passcode via email at a time announced on the store. The passcode will give you access to an exclusive pre-sale window, where you'll get the chance to buy up to a designated number of tickets before general release to the public. Only a limited number of tickets are available. There is no guarantee that you’ll be able to buy tickets to the show using your pre-sale code. Presale codes have no cash value and are non-transferable, case-sensitive, and good for one-time use only.

DVD/Blu-Ray formats

The DVDs we sell are PAL format Region 2 unless stated otherwise. You should refer to your DVD player's instruction booklet for confirmation of your player's regional settings. DVDs vary according to both format and region, so unless your machine is multi-region/multi-format, or can be converted to handle multi-region/multi-format, you should check that both the format and the region of the DVD match the settings on your player and that the format matches your television.

PAL The standard format for the UK, Europe, Australia, New Zealand, Africa and Asia (excluding Japan).
NTSC The standard format for USA, Canada, Central and South America, Japan and the Caribbean.
Region 1 USA and Canada
Region 2 Europe, Japan, South Africa and the Middle East.
Region 3 South-East Asia and East Asia.
Region 4 Australia, New Zealand, Central and South America and the Caribbean (there is also a significant penetration of Region 1 players in all these regions, except Brazil).
Region 5 Africa (excluding South Africa), India, Russia, North Korea and Mongolia.
Region 6 China.
Region 0 These are un-coded discs and should play on any DVD player.

The blu-ray discs we sell are region B format unless stated otherwise. The blu-ray regions are as follows:

Region A Includes most North, Central and South American and Southeast Asian countries plus the Republic of China (Taiwan), Japan, Hong Kong, Macau and Korea.
Region B Includes most European countries, African and Southwest Asian countries plus Australia and New Zealand.
Region C Includes the remaining central and south Asian countries, as well as the People's Republic of China and Russia.

Can't find your answer? Contact us about DVD/Blu-Ray formats.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
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Downloads

You will be sent an email to let you know when your downloads are ready which contains a link to your order history where you can download. You can also find the download link in your order on your account once you log in.

If you have any problems with download redemption - (eg. from the printed slips with a download link included with your vinyl), please contact tickets@pushsupport.com who will be able to help you.

If you have problems with your order for a download placed in the store, contact us.

Customer service hours Monday–Friday, 9am–5pm (GMT+1) (exc. public holidays).
We aim to respond within 2 working days, but this may increase during peak periods.
Contact Customer Services
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Manufacturer's warranty

If the product you ordered is defective and is covered under the manufacturer's warranty, please contact the manufacturer direct rather than ourselves. You should be able to find their contact details on the products documentation.

Recycling electrical or electronic equipment

How to recycle your old electricals

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.

Why recycle?

Unwanted electrical equipment is the UK’s fastest-growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We’re proud to support your local authority in providing local recycling facilities for electrical equipment.

Crossed-out wheeled bin symbol

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

How are we helping?

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

How safe is the store?

UMDLs stores checkout page uses a military strength secure transfer protocol called Secure Socket Layers (SSL). We take customer security very seriously and have a multi-stage fraud prevention system which ensures security for your details so there is nothing for you to worry about.

Universal Music Direct Limited will never email you asking for your UMDL account password, bank account details or for your credit/debit card four-digit security PIN under any circumstances.

If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to your email provider.

Can’t find an answer?

If you can’t find an answer to your query in our articles, you can contact us on the form below.

We are the official online shop and we can only answer queries relating to products or orders placed on our store.

Contact Customer Services
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