FAQ

General Questions

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 shipping confirmation, we may be able to process an address change or cancellation. Please reach out to us at eCommerceSEA@umusic.com, select the appropriate category, and we’ll make every effort to accommodate your request! All orders are subject to our return and exchange 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.

If you place an order on 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 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at eCommerceSEA@umusic.com.

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at eCommerceSEA@umusic.com and we’ll do our best to help.

No. If a size, colour, or other variant doesn’t appear online, it is not currently available.

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 business days, we reserve the right to refund your order in full.

Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.

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 offer or amount equal to 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 Malaysia unless otherwise noted.

Pre-Orders

Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available. Please check your confirmation email for 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.

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 description 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 provider 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.

Shipping

In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

You’ll receive tracking info as soon as your package ships, via the email you place 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.

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which 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 business 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.

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.

For orders shipping within Malaysia: If you have not received your package within 3-4 weeks after it ships, please reach out to us at eCommerceSEA@umusic.com as soon as possible so we can resolve the issue for you.

For orders shipping outside of Malaysia: if you have not received your package within 6 weeks after it ships, please reach out to us at eCommerceSEA@umusic.com 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 reach out to us at CommerceSEA@umusic.com to investigate it for you. 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.

Some carriers will mark a package as delivered before they deliver it. Though unusual, this can happen up to 5 days before an item is 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 us at eCommerceSEA@umusic.com and we’ll do our best to help!

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. If customs fee 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.

Returns & Exchanges

We provide returns & exchanges only for the following reasons:

  1. Defective item
  2. Incorrect item
  3. Exchange of sizes

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.

Please note that we do not accept returns if the size doesn’t fit you as measurements are clearly stated on the webstore.

Please allow slight discrepancy in the actual product color due to lighting and monitor resolution (actual may appear darker/brighter). This shall not be considered as a defect.

 

Shipping fee will be borne by Universal Music Malaysia for items that are incorrect and has defects. As for any size exchanges, shipping fee will be borne by customers for both sides. We regret to inform that we will not be able to accept items that do not meet the above-mentioned criteria.

Returns or exchange requests must be made within 7 working days (Malaysia) of the date you receive your order. We will not be able to accept requests after the 7-day period. Please note that limited edition items are not eligible for exchanges.

1- Email the team at eCommerceSEA@umusic.com with the following details:

Email subject: RETURN

Order number:

Product(s) name :

Reason for return: (items with defects; attach photos / incorrect item received)

 

2- Please wait for a response from our team to confirm the products before shipping your package to us.

 

3- Once our team has confirmed your request, we will provide the return address. All items must be shipped back within 7 working days (Malaysia).

Digital Downloads

To access your files on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologize for the inconvenience!

1.    To access the album on your phone, follow the link provided and click “Download”.

2.    You will then be taken to the downloaded folder and you will then need to click “extract all”.

3.    Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format.

4.    You can then listen to the album on your phone’s music app.

1.    Open the downloaded folder (in most cases, the folder name will end with .zip).

2.    Click “extract all”.

3.    Once the album is finished downloading, a new folder will pop up with the files in MP3 format.

4.    You can then copy and paste the album to your desktop or mobile device.

Unfortunately, due to copyright restrictions, digital downloads are not available outside of Malaysia unless otherwise specified on the store.

Digital music purchases are non-refundable. All downloadable or stream-able music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music. If you have trouble accessing the music, please reach out to us at eCommerceSEA@umusic.com and we’ll make sure you can access your music ASAP.

Pre-Sale Ticket Access

Pre-sale ticket access gives you the chance to purchase event tickets before the general release to the public. Note that due to a limited allotment of tickets and high demand, there is no guarantee that you’ll be able to buy tickets to the show using your pre-sale code. Pre-sale codes have no cash value and are non-transferable, case-sensitive, and good for one-time use only.

Getting ticket pre-sale access through the store is typically limited to fans who buy a product, or who place an order at a certain time. Please check the storefront and/or applicable product listings for full details on how to get ticket pre-sale access through a shop purchase.

Pre-sale access to tickets will only be available online. Your access code and instructions to access the pre-sale will be sent via email (see “How will I get my pre-sale access code?”), which will include the dates and timing of the pre-sale period. Pre-sale access codes are only valid during the time of the pre-sale period. Only one code per order per customer is allowed.

If you’ve placed an order that includes pre-sale access, you will receive your pre-sale access code and the instructions to redeem via email, either in a separate email or included in your order confirmation email. If you did not receive one, please check your spam and/or junk folder before reaching out to us for assistance.

Please double check that you are correctly entering your pre-sale code, as it may be case-sensitive. If it still does not work, please contact us ASAP and we’ll do our best to help!

All pre-sale access sales are final. There will be no refunds, exchanges, or name transfers under any circumstances. Please see our Terms & Conditions for more info. Please remember that pre-sale ticket access does not guarantee tickets (see “What is pre-sale ticket access?”).

Limited Edition Items

Due to the limited edition nature of these items, we cannot accept exchanges and cancellation of limited edition item sales.

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 business days, we reserve the right to refund your order.