Help & Support
Placing & 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 “Basket/Shopping 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 with your Universal Music Direct Limited account. 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'.
Did this answer your question? If you still need assistance placing an order please contact customer service.
How do I cancel my order?
We should be able to cancel your order or any item from your order providing we haven't already dispatched it to you. Just enter your request below and we will do our best to action it before it goes to our warehouse. We are not able to cancel your order once it's been processed.
How do I change my delivery address?
Just enter your request below and we will do our best to action it before your order goes to our warehouse. You can update the delivery address for any future orders by going to your account here.
If you have a query about payment for an order please contact us below. 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.
Did this answer your question? If you still have a question about billing please contact customer service.
The stock status for all products is displayed on the product detail page before you place your order.
- In stock
- The product is in stock and ready to be dispatched.
- The product is available to buy but hasn't been released yet. Orders for the product will be dispatched on the release date.
- Dispatch in 3-14 days
- The item is out of stock. We have to order it in from our supplier before we can send it to you.
- Back in stock soon
- Currently not available to purchase.
Did this answer your question? If you still have a question about stock status then please contact customer service.
We frequently offer products that are signed by the artist(s). Unfortunately the number of copies are always very limited which means we cannot guarantee that every customer will receive the signed version. In these instances, orders are selected on a random basis, unless otherwise specified.
Please be aware that multiple orders/copies for signed goods may not be completely fulfilled and the quantities may be changed. 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.
Did this answer your question? If you still have a question about signed products then please contact customer service.
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 is the standard format for the UK, Europe, Australia, New Zealand, Africa and Asia (excluding Japan). NTSC is 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
- 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.
Did this answer your question? If you still have a question about DVDs or Blu-Rays then please contact customer service.
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.
Did this answer your question? If you still have an issue with your download please contact customer service.
If the product you ordered is defective and is covered under the manufacturers warranty, please contact the manufacturer direct rather than ourselves. You should be able find their contact details on the products documentation.
Where is my order?
How do I view my order history?
You can check your order status at any time by logging into your customer account and viewing your order history. Just go to the web site and click 'Log In' 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 your order history by logging into your customer account where your order status will be displayed.
If the status of your order says 'No Payment Received' it will be cancelled by the system. Perhaps your shopping session may have been interrupted before you finished entering your payment details. If you wanted to pay by card, then you will need to place a new order on the website. Before you re-order please make sure that you haven't already placed another active order with us, as a new order can be created by clicking forward or back on your browser during the order process. An order is placed each time the 'place order' button is pressed regardless of whether payment details are entered or not.
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.
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.
Did this answer your question? If you have any further questions about order status then please contact customer service.
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 are 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.
Did this answer your question? If you still can't locate your order please contact customer service.
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. Please contact us below and wait for a response before returning item to us. Any returns should include a note of your name, order number and a brief explanation of your reason for returning the items. For your protection please ask the Post Office for a 'proof of postage receipt' when sending your items back to us. 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.
Did this answer your question? If you have any further questions about returns or if you would like to return your order then please contact customer service.
My item has arrived damaged
If your items arrive damaged, we will either issue a credit voucher to you (including the 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.
Can I exchange an item I don't like / clothing that doesn't fit?
If you aren't happy with an item you have received from us please contact us and we will give you the instructions for returning. We don't offer exchanges as such, but we will issue you with a credit voucher when we have received goods back to our warehouse. You can then use this credit voucher to place an order for the other item you'd like.
Wrong items have been delivered
If you have received incorrect items in you order please contact us below. We will advise you on how to send back the items and replace them with the correct items.
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.
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.
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.
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.
Any other questions?
If you can’t find an answer to your query in our help file, you can contact us here.
We are the official online shop and we can only answer queries relating to products or orders placed on our store.
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-staged 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.