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Customer Help

If you have bought something through a seller who uses Music Glue, log in to view and manage your order directly.

Music Glue proudly powers some of your favourite artists' stores and offers customer service on their behalf.

Setting up, manufacturing, and shipment of products is controlled by the sellers using our platform and not by Music Glue.

Frequently Asked Questions

Login Help

I don’t have an account yet

After you make a purchase from a marketplace powered by Music Glue, you can activate and access your customer account to view and manage your order. Your customer account stores information about all the purchases you have made as well as your digital downloads and e-tickets.

Access your account.

I don’t have a password

Click here to set a new password.

My email address is not recognised

Please type in your email address manually instead of using autofill or password manager. When you type in your email address, please make sure that there are no spaces.

Checkout Help

There was an error during checkout but my payment was taken

If you tried to place an order but received an error message at checkout, then most likely the payment details you entered did not match the details kept on record at your bank. A transaction may temporarily appear on your bank statement but within a few days, your bank will automatically release these funds back to your account.

If the charge does not disappear after 5 working days, please reach out to us at checkouthelp@musicglue.com confirming the last 4 digits of the card used (if paid by card) or your PayPal transaction ID (if you used PayPal).

I can’t place an order

Please check that all the information you have entered is correct. It might also be worth trying a different browser and clearing your cache and cookies. Alternatively, you may wish to try placing an order using a different card or a PayPal account.

Please note that the billing and shipping countries need to match for the order to be accepted and that any orders using a forward shipping address may be cancelled without prior notice.

My voucher code isn’t working

Please note that voucher codes do not apply to bundles, media (CDs, Vinyl, DVDs), or merchandise printed on demand.

Help With Order Confirmation

Please check your spam/junk folders as automated emails occasionally land there. If you still cannot locate it, please log in to your account to view all orders.

Shipping and Delivery Information

How will my order be sent?

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 dispatch
  • 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 without tracking unless specified otherwise.

When can I expect to receive my order?

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 18 business days
  • Shipping within the same continent is usually 4-14 business days but may take up to 28 business days
  • Shipping to another continent is usually 7-20 business days but may take up to 37 business days
  • Shipping from the UK to the USA is usually 7-14 business days but may take up to 28 business days

Due to the ongoing global pandemic, packages will likely take longer than usual to reach you. We appreciate your patience and understanding.

I haven’t received my order

The sellers or their chosen partners are responsible for shipping orders to you. If an order hasn’t arrived, please check its status by logging in to your account. Log in or activate your account here.

You can also check your Order Confirmation email for estimated dispatch and delivery timelines. Once your order is dispatched, you will receive an email letting you know.

If your order was sent tracked, the tracking number will be available in your account. If your order was sent via standard post without tracking, the maximum delivery time will be shown in your account although in most cases your order will be delivered sooner. If you still haven’t received your order after the maximum delivery time has passed, let us know via your account. Please note that we are only able to act on late deliveries after the maximum delivery time has passed.

Do you offer expedited delivery?

Expedited delivery unfortunately isn’t offered. Once dispatched, your order is handled by the courier or your local postal services.

Problems With a Received Order

I received an incorrect item

Let us know by logging into your account. Please send us clear photos of the item you received along with the dispatch note that was included in the package. We will review each case individually and in some cases may require further information so we can choose the best course of action.

My item arrived damaged

Let us know by logging into your account https://user.musicglue.com/log-in. Please send us clear photos of the damaged item you received along with the dispatch note. We will review the details and in some cases may require further information so we can choose the best course of action.

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. This information is also available on your Order Confirmation and any Dispatch Confirmation emails you have received.

Information About Tickets

Do you refund tickets?

We only refund tickets for cancelled or postponed events as per our agreement with the ticket sellers.

If you no longer wish to attend an event, you can pass your ticket to a friend or a family member. You can also sell your tickets via fan-to-fan platforms for face value only. Please note that any tickets sold via third party resellers will be voided without a refund.

What happens if an event is cancelled or postponed?

Once the ticket seller notifies us of any changes to an event, we will notify all customers via email. Please check your spam/junk folders in case our email lands there.

If an event is cancelled, we will refund the face value of the tickets to the original method of payment. You will receive an email once the refund has been processed.

If an event is postponed, your tickets remain valid and can be used on the rescheduled date. If you prefer a refund, please contact us by replying ‘REFUND’ within the refund cut-off point stated in the email.

Can I transfer my tickets to a different event?

I’m afraid we will not be able to transfer your tickets to a different venue or date.

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 also be downloaded from your account at any time. Activate your account using the email address used to place the order. If you don't know your password you can set it here.

I haven’t received my postal/physical tickets

Before the dispatch of your tickets, you will receive an email asking you to ensure your delivery address is correct.

Once posted, you will receive a Dispatch Confirmation email. 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.

How do I pick up collection tickets?

Your tickets will be available for collection from the venue’s box office on the day of the event. Please check the venue’s website for further information about their box office opening times.

You will need to take an ID matching the name on the order with you to collect the tickets.

Cancelling an Order

I no longer want my merchandise or physical music items

Please let us know by logging in to your account. If the order hasn’t been shipped, we will attempt to cancel your order but please note that this is not always possible.

If the order has been dispatched, you have to the right to cancel within 14 days from the day your goods were delivered to you. Please return the unwanted items and we will issue a full refund to the original payment method as long as the items haven’t been used and are in a resalable condition. The return postage for unwanted goods will be at your own cost.

Any item returned is your responsibility until it reaches the seller or their supplier. We, therefore, recommend that you use a tracked delivery service that insures you for the value of the goods. In the rare event that your item is lost in transit, we will not be able to process a refund.

Changing Order Details

How do I change my delivery address?

Please log in to your account and provide the new delivery address as soon as possible. We will attempt to amend the order before dispatch but this is not always possible. Once an order is dispatched, the seller’s chosen warehouse cannot recall the order or change the address so we suggest that you check for the package at the original location. If the package gets returned to the warehouse, you will be refunded in full. Note that the refund will be sent to the original method of payment.

Can I amend my order?

I'm afraid we’re not able to amend orders once they have been placed. The best solution would be to cancel your order, and for you to place a new one for the correct items.

Please let us know as soon as possible if you'd like to proceed with this option before your current order is shipped. You can do so by logging in to your account and selecting the refund option. Once the order is processed for shipping or dispatched, we are not able to cancel it and you would have to return it at your cost.

Information About Products

The item I want is out of stock. When will it be back?

Stock is controlled directly by the seller – we, unfortunately, don’t have information if an item will be restocked. Please keep an eye on the seller’s marketplace and social media for any updates.

I need more information about sizing

Merchandise is printed on standard unisex-sized garments unless stated otherwise (e.g. fitted / women's / kids etc). Unless stated in the product description or on the marketplace, we are not provided with the specific dimensions of garments, however, generalised unisex sizing is as follows:

T-Shirts (Width / Length cm):
S - 45 / 71
M - 50 / 73
L - 55 / 76
XL - 61 / 78

Hoodies (Width / Length cm):
S - 53 / 72
M - 58 / 74
L - 62 / 77
XL - 67 / 80

Other

The quickest way to get information is via your account, but if you're still stuck please get in touch with support@musicglue.com.