Frequently Asked Questions
When you make a purchase/download through Music Glue, you can activate and access your customer account to view and manage your order. Your customer account stores all the purchases you have made including links for downloads and e-tickets.
Don't have your password?
Click here to set a new password.
Email address not recognised?
Email us at firstname.lastname@example.org We find quite a few customers accidentally mis-type their email address, so won’t have received confirmations from us. If you get in touch we can help locate your order and correct it for you. Please note that the team monitoring this email can only deal with login queries. If you have any other queries, please follow the steps in your account once you have access.
Each seller uses one or multiple warehouses of their choice. When you place a product in your basket, you will see the following information:
Dispatched in [number of days] = an estimate of the number of business days a warehouse requires to pick, pack and prepare your item for shipping
Shipped from [country] = the location of the warehouse
The delivery times will vary based on the location of the warehouse, the final destination (your shipping address), and the method of shipment offered by the seller. The majority of the items are sent via standard post unless specified otherwise.
Below is a general guideline based on the delivery times provided by the sellers’ chosen warehouses:
Shipping within the same country is usually 1-4 business days, but may take up to 10 business days
Shipping within the same continent is usually 4-14 business days, but may take up to 20 business days
Shipping to another continent is usually 7-20 business days, but may take up to 28 business days
*Shipping from the UK to the USA is usually 7-14 business days, but may take up to 20 business days
Most orders are delivered in much shorter timeframes than the above but please keep these in mind when placing your order.
I haven’t received my merchandise or physical music items
The artists or their chosen partners are responsible for shipping merchandise to you. If it hasn’t arrived, please check your order status by logging in to your Music Glue account. Don’t have one yet? You can activate your account by logging in with your email address and you’ll be prompted to create a password.
You can also check your Order Confirmation email for estimated dispatch and delivery timelines. Once your items have been sent, you’ll receive a Dispatch Confirmation email. (All this information is in your account too).
If your order was sent tracked, the tracking number will be available in your account. If your order was sent via standard post, we will provide you with an estimate of the maximum delivery time. Please allow for the maximum time estimated before notifying us of any late deliveries. If you still haven’t received it, let us know via your Music Glue account.
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. Activate your account using the email address you made your order with. If you don't know your password you can reset your password here.
I haven’t received my postal/physical tickets
You will receive an email prior to the dispatch of your tickets. Once posted, please refer to the Dispatch Confirmation email for more information. 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 via your account.
Request a refund or return via your Music Glue account. Further details for specific circumstances are provided below.
I received an incorrect item
Let us know by logging into your account. You’ll need to send us clear photos of the item you received and along with the dispatch note. We will review each case individually when considering the return of the product; in some cases we may require further information so we can choose the best course of action.
My item is damaged
Let us know by logging into your account. You’ll need to send us clear photos of the damaged item you received and along with the dispatch note. We will review the details to offer the best solution to your issue.
Some of my items are missing
Some items may have later dispatch dates than others. You can check the status of your items by logging into your account, where you can also let us know if any haven’t arrived by the maximum date estimated. This information is also on your Order Confirmation and any Dispatch Confirmations you have received.
My order is lost in the post
Log in to your account to check the status of your order. Follow the instructions in your account or in your Dispatch Confirmation email to request a refund or replacement of items lost in the post. If you follow those steps and we confirm that your item has been lost in the post, you’ll be eligible to receive a refund, or a replacement (where available).
We’re afraid we can’t accept requests for a 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 log in to your account 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 via your account and providing your name and order ID. The return postage for the unwanted item will be at your own cost.
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 returned is your responsibility until it reaches the artists or their supplier. We therefore recommend that you use a tracked delivery service that insures you for the value of the goods. At a minimum, ensure you obtain proof of postage. Without this, in the rare event that your item is lost in transit, we will not be able to process your refund or replacement.
How do I arrange a return?
Please log in to your account to request a return.
Any item returned is your responsibility until it reaches the artists or their supplier. We therefore recommend that you use a tracked delivery service that insures you for the value of the goods. Without proof of tracking and postage, in the rare event that your item is lost in transit, we will not be able to process your refund or replacement.
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.
Will you refund my postage costs to return an item?
We can refund the postage costs you incur returning 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 only able to offer a refund or replacement if the item is returned to sender in a resalable condition.
Do you refund tickets?
We can only offer refunds on tickets when the show has been cancelled or postponed. In all other scenarios, we can transfer the tickets to a different name if you would prefer to give the tickets to a friend. Please contact us via your account 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 via your account to receive a refund for the face value of tickets.
If a show is postponed, you can still use your old ticket for the rescheduled event. If you prefer a refund, please contact us via your account within the refund cut-off point provided in the email we’ve sent advising you of the postponement.
I need to change the delivery address for my merchandise order
Please log in to your account and provide the 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.
I’m experiencing 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. If you are still having problems placing an order with us, please contact email@example.com
Please note that the team monitoring this email can only deal with queries relating to issues placing new orders.If you have any other queries, please follow the steps in your account once you have access.
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 via your account and we will investigate further.
The item I want is out of stock. When will it be back?
In most cases we haven't been provided with any information on if and when a product may be back in stock. We suggest keeping an eye on the website and social media for any updates.