FAQ

Can I change my order?
Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed.

If you haven’t yet received a shipping confirmation, we may be able to process an address change or cancellation. Please reach out to support@umgstores.com and we’ll make every effort to accommodate your request!

All orders are subject to our return policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

Once I place an order, when will my account be charged?
If you place an order in our store, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 working days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to support@umgstores.com.


Can I place an order over the phone?
We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to support@umgstores.com and we’ll do our best to help.


Can I get a different size or colour than what is offered through the store?
No. If a size, colour, or other variant doesn’t appear online, it is not currently available.


What happens if you run out of stock of an item I’ve already ordered?
In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 working days, we reserve the right to refund your order in full.


If I purchased a bundle am I able to remove an item or items from it for a refund?
No. If you order a bundle and later decide that you do not want everything included in it, you must cancel the full order for the bundle and purchase the items you do want individually.


What is the sales tax on my order?
Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax.


How do discounts and special offers work?
And now for some legal language: Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. Purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, coupon and/or offer. Promotions have no cash value. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted. Returns or cancellations of any portion of a purchase requires equal forfeiture of the offer or an amount equal to the offer. Universal Music Group has the right to end or modify any promotion at any time at its sole discretion. other restrictions may apply. Offers only apply to the United States unless otherwise noted.

When will my order ship?
In most cases, excluding pre-orders, orders ship within 1-3 working days in Sweden. Shipping and delivery dates are not guaranteed unless otherwise noted. The delivery time outside of Sweden may vary.


When will I get tracking information?
You’ll receive tracking info as soon as your package ships, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note it can sometimes take up to 3 days for your tracking link to update.

How long will it take for my order to arrive, once it ships?
Domestic orders normally arrive within 1-3 working days of shipping, unless stated otherwise. International orders normally arrive within 3-7 days of shipping. Please note that orders can take up to 14 working days depending on your location and orders that need to pass through the customs office in your country can occasionally cause additional delays.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 working days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.

Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.


My item was shipped but still hasn’t shown up. Is it lost in the mail?
You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.

Please email support@umgstores.se as soon as possible so we can resolve the issue for you.

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please email support@umgstores.se.

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.


My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?
Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbours and still don’t have it, please reach out to support@umgstores and we’ll do our best to help!


My order is shipping to a country outside of Sweden. Will I have to pay customs/import fees to receive my order?
Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.

Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

How do I return an item?
- Carefully pack the item you wish to return – ideally in the original package.

- Please fill out the return form and include it in the package.

- Drop the package at your nearest access point for PostNord, DHL, FedEx or your preferred courier and purchase the appropriate shipping to the returns address stated below. The return shipping cost is paid by the customer. For more info about these services and access points, please visit postnord.com, DHL.com and Fedex.com. We recommend that you keep the receipt of postage.

- After we receive the package we will process a refund and notify you via email. Original shipping and handling charges are not refundable.

Please note that in some cases, processing returns and refunds may take up to 30 working days.

Returns Address:
Universal Music AB
C/O Belwrk AB
Sorterargatan 35
16250
Vällingby


Who pays for my return? 
You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders”).


How long will it take for me to get a refund on my returned item? 
Please allow 3-5 working days for your item to be processed. Refunds typically take 3-4 working days to appear in your account once they’ve been processed, but can occasionally take up to 10 working days.

If more than 30 working days have passed since we approved your return, please contact us at support@umgstores.se.


Am I able to return an item received in a bundle for a refund? 
No. If you wish you return an item received within a bundle for a refund, you must return the full bundle. Partial refunds will not be provided for items within a bundle unless there is verified damage to that item.


What do I do if my order arrived damaged, incorrect, or incomplete?
If your item arrived damaged, or you received an incorrect item, please reach out to us and we’ll issue a return label to you via email. We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.


What if the item I ordered arrives and it doesn’t look like the photo in the store? 
Oftentimes, the images used in the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out. Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up in the store. Be sure to send a photo or two so our team can see the difference to better help you.


My limited edition item shipped but didn’t arrive due to a shipping error. How can I get my item? 
If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 working days, we reserve the right to refund your order.


Are there any exceptions or non-returnable items? 
Unfortunately, we cannot accept returns on sale items, customised products or gift cards.


How can I exchange an item? We do not process exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate order for the new item.

I ordered an item listed as “pre-order.” When will it arrive?
Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check the product page for the latest details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed unless otherwise noted.

While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

Anything else I should know about pre-orders?
Yes! If you do place a pre-order from our store, please note the following:

- Payment is charged immediately at checkout.

- If you are ordering a pre-order item with an in-stock item, unless otherwise noted, your order will ship when the pre-order item becomes available.

- Pre-order timelines vary based on product. Please refer to the product page for estimates on when the item you’re ordering is intended to ship.

- The date listed on the product page is an estimation based on details from the merchandise supplier and can vary depending upon demand.

- Details regarding delays are communicated when information is provided by the vendor. If an update has not been provided, we don’t have the information readily available yet.

What do I do if my order arrived damaged, incorrect or incomplete?
If your item arrived damaged, or you received an incorrect item, please reach out to support@umgstores.se and we’ll issue a return label to you via email.

We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.


What if the item I ordered arrives and it doesn’t look like the photo in the store?
Often times the images used in the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.

Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up in the store. Be sure to send a photo or two so our team can see the difference to better help you.

Can I exchange my limited edition item?
Due to the limited edition nature of these items, we cannot accept exchanges of limited edition item sales.


My limited edition order shipped but didn’t arrive due to a shipping error. How can I get my item?
If your package is returned to our warehouse due to a shipping error, we’ll contact you for an updated address via the email provided with your shipping information. If we don’t get a response within 5 working days, we reserve the right to refund your order.