Frequently Asked Questions

Where is my order?

I haven’t received my merchandise or physical music items
The artists, their management or their fulfilment partners are responsible for fulfilment of merchandise orders. You will receive a Dispatch Confirmation via email when your order is dispatched. Please refer to this dispatch confirmation email for estimated delivery timescales.

Please allow for the maximum time as per your Dispatch Confirmation email before notifying us of any late deliveries.

I haven’t received my e-tickets
E-tickets are attached to your Order Confirmation email. Please remember to check your spam/junk folder.

E-tickets can be downloaded from your Music Glue account at any time. Log in using the email address you made your order with. If you don't know your password you can reset your password here. If you are still having problems please contact Music Glue Support using the form on this page.

I haven’t received my postal/physical tickets
You will receive an email prior to the dispatch of your tickets. Please refer to the Dispatch Confirmation email for estimated delivery timescales. If you have not received this email, then your tickets have not been posted yet.

If you have not received your postal/physical tickets 72 hours before the event, please contact us immediately using the form on this page

Refunds and Returns

I received an incorrect item
Please send us your order details using the form on this page. We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action.

My item is damaged?
Please send us your order details and a copy of your Order Confirmation email to support@musicglue.com. Please attach pictures clearly showing the damage to the item. We will review the details and offer the best resolution to your query.

Some of my items are missing
Please send us your order details using the form below. Please tell us which items are missing and we will advise on how to proceed.

My order is lost in the post
If you contact us as per the instructions in your Dispatch Confirmation email and we confirm that your item has been lost in the post, then you are eligible to receive a refund or a replacement where available.

We won’t accept requests for refund or replacement of items lost in the post if more than 3 months have passed from the date of dispatch.

I bought merchandise and need to exchange it for a different size
Exchanges are at the discretion of the artists, their management or their fulfilment partners. Please contact us using the form on this page to find out if exchanging your item is an option.

I no longer want my merchandise or physical music items
You have the right to cancel your order of merchandise or physical music items within 14 days from the day your goods were delivered to you, your nominated neighbour or your dedicated safe place. You must inform us of your decision to cancel by contacting us using the form on this page and providing your name and order ID.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

Any item you have accepted and then returned is your responsibility until it reaches the artists or their supplier. Please therefore ensure that you send your item back using a tracked delivery service that insures you for the value of the goods.

How do I arrange a return?
Please contact us stating your order number, the item you want to return and the reason for return.

You will need to obtain a proof of postage receipt when you send your item to back. Without proof of tracking and postage we will not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

You will get a refund within 14 days of either the artist (or their supplier) receiving the returned goods or you providing evidence of having returned the goods - whichever is the sooner.

Will you refund my postage costs to return an item?
We are happy to refund postage costs to return an item in the following circumstances:
- If the artist or their supplier sent you the wrong item
- If the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you.

In all cases, we recommend using a tracked delivery service that insures you for the value of the goods. We are able to offer a refund or replacement only if the item is returned to sender in a reasonable condition.

Do you refund tickets?
Unfortunately, we are unable to offer refunds on tickets unless the show has been cancelled or postponed. We can transfer the tickets to a different name if you would prefer to give the tickets to a friend. Please contact us using the form on this page and provide us with the name and email address of the person you would like to transfer the ticket to.

What happens if an event is cancelled or postponed?
If a show is cancelled, please contact us to receive a full refund.

If a show is postponed, you can still use your old ticket for the rescheduled event. If you prefer a refund, please contact us within the refund cut-off point provided in the email we’ve sent advising you of the postponement.

Ticket Refund Protection
If you purchased Ticket Refund Protection for the event and could not attend, click here to see if you are eligible to make a claim.

Changing order details

I need to change the delivery address for my order
Please use the contact form on this page and provide your order details and new delivery address as soon as possible. We will endeavour to amend the order before dispatch. However, once an order is dispatched, we cannot recall it or change the delivery address.

We are not able to offer a refund or replacement for an order that was dispatched to the original delivery address you entered during checkout.

Can I change the name that appears on my e-ticket?
Yes, you can change the name that appears on the ticket up to 48 hours prior to the show. Please contact us using the form below and confirm the last 4 digits of the card used for payment or if you used PayPal - the email address used, date of booking and the total amount paid.

I accidentally entered the wrong email address during purchase
If you mistyped or used the wrong email address, please contact us stating the last 4 digits of the card used to make the transaction or if you used PayPal - the email address used, date of booking and the total amount paid

Problems placing an order

I experience a problem at checkout
Always check that all the information you have entered is correct. Our payment processors may reject a transaction if any of the details don’t match their records. Alternatively, you may wish to try booking using a different card or PayPal. It also might be worth trying a different browser and making sure that the cache and cookies are cleared out from it.

My bank statement shows one or more transactions that I did not complete
In rare occasions, a transaction may appear on your statement even though an order was not completed successfully and we did not collect your funds. Typically, the records of the transaction disappear without the need to intervene. However, if the transaction stays on your statement longer than 5 working days, please contact us using the form below and we will investigate further.

E-Tickets

I only have one e-ticket which says "admit 2". Will 2 people definitely be able to get in on one ticket?
Yes. There can only be one name on an e-ticket but it will allow entry to the number of people stated on the ticket. Only the person whose name is on the ticket needs to show ID along with it, however the rest of the group might need to show ID as well in order to prove their age.

Can people arrive separately with the same e-ticket even though there’s one name on it?
E-tickets that admit more than one person can’t be split into individual tickets, however you can arrive at different times as long as everyone has a copy of the ticket, simply print the ticket out multiple times. Please be aware that only the number of people stated on the e-ticket will be able to enter the event and your ticket will be matched to a list at the point of entry. We advise that the person whose name is on the e-ticket takes ID with them and enters first. They can then inform the door staff that more people will be arriving separately with their own print outs of the e-ticket.

Can I gift e-tickets to somebody?
Yes you can. Please order the tickets using your own name and billing address. When you have placed your order let us know as soon as possible by sending an email using the form below and informing us of the name and email address of the new recipient and we will amend the order accordingly.

I have received my e-ticket but it won’t open/I cannot read it
If your ticket doesn’t display properly when you open the email attachment then please log in to your Music Glue account and download your ticket from there.

I don’t have access to a printer so I can’t print out my e-ticket. Can I still get in to the show?
This will be at the venue’s and their door staff’s discretion. Please contact the venue directly to find out their requirements.

What ID will be accepted with my ticket?
It is up to each venue to determine their identification requirements. Please contact the venue directly to find out what form of ID is acceptable to them.

Postal/physical tickets

I wasn’t able to collect my tickets and they have been returned to sender
If your tickets weren’t signed for and then weren’t collected from your local post office, we will notify you as soon as they are returned to us. Please note that if we don’t receive them and the letter’s status is ‘returned to sender’ according to Royal Mail then it’s at the promoter’s or venue’s discretion whether a replacement can be issued or not.

I have lost my physical/postal tickets. Can you send me replacements?
Unfortunately, tickets that have been successfully delivered but subsequently lost cannot be re-issued.

Event information

Do you have the schedule for the evening?
Unfortunately we do not have this kind of information. Please contact the venue.

Do you know what time doors open?
The ticket will have the door time on it, however in rare cases this information may be incorrect. Please contact the venue directly to confirm.

Selling on Music Glue

I want to set up a Music Glue store. How do I sell music, merchandise and tickets?
Sign up for a free account at https://user.musicglue.com/sign-up and follow the set-up wizard. There are tutorials which guide you through the process of setting up digital, merchandise, print on demand items, tickets, bundles and more on our tutorials page.

Contact

Whether you are a customer or a vendor, please use the form below to contact our support team. We are fluent in many languages; however, please communicate your query or concern in English and someone will get back to you as soon as possible.

Please note that you cannot add attachments to this form. If you need to send us anything, please email your query and files to support@musicglue.com

We will only use the information you enter here to respond to your specific query. Please see our privacy policy for more details.

 


 

Sales sales@musicglue.com
Advertising advertising@musicglue.com

Please note that Music Glue does not operate a telephone booking or help line. If you have a specific enquiry please fill out the support form on this page. Emails are picked up 7 days a week.

Registered in United Kingdom: 5946870
UK VAT registration: 912294633

Office Address:
Highgate Studios,
Unit 312,
53/79 Highgate Road,
London NW5 1TL