General Questions

When will my order process?

We only process your order during business days, from Monday to Friday; but we ship from Monday to Saturday.

How can I check my orders?

You can check your orders by clicking 'Order History' on your 'Account' page.

Can I change my order?

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 via ‘Contact Us’ page, 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.

Once I place an order, when will my account be charged?

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 three (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 via contact us page

Can I place an order over the phone?

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 via contact us page and we’ll do our best to help.

Can I get a different size or colour than what is offered through the store?

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

What happens if you run out of stock of an item I’ve already ordered?

In rare cases when an item runs out of stock after your order is placed, we’ll contact you immediately 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 five (5) business days, we reserve the right to refund your order in full.

What is the tax on my order?

Tax is applied to all orders. The tax is calculated based on applicable tax used within Singapore.

How do discounts and special offers work?

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 Singapore unless otherwise noted.


When will my Pre-Order item arrive?

Estimated wait times can vary by product and are detailed in the product description at the time of your order and in your order confirmation email. We will make every effort to communicate accurate delivery estimates, also if there are any unanticipated production delays via email.

What is the difference between a Pre-Order item and a Regular item?

Pre-order means that it allows you to reserve the item in advance while it is still in production. The item will be shipped to you when the item is already finished production and in stock. Regular item means the ready stock product for you to order.

Anything else I should know about pre-orders?

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.


When will my order ship?

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

When will I get tracking information?

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 three (3) business days for your tracking link to update.

How long will it take for my order to arrive, once it ships?

Orders normally arrive within three (3) - to seven (7) business days of shipping, unless otherwise noted. 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 five (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.

My item was shipped, but still hasn’t shown up. Is it lost in the mail?

You have up to sixty (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.

If you have not received your package within three (3) - to four (4) weeks after it ships, please reach out to us via contact us page 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 two (2) weeks, please reach out to us via contact us page for us 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.

My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?

Some carriers will mark a package as delivered before they deliver it. Though unusual, this can happen up to five (5) business 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 five (5) business days, and you’ve checked with your neighbours and still don’t have it, please reach out to us via contact us page and we’ll do our best to help!

I live outside Singapore. Can you ship internationally?

Unfortunately, we are unable to ship outside of Singapore.

Returns & Exchanges

What do I do if my order arrives damaged?

If your ordered physical CD, Cassette, or vinyl record product(s) arrive damaged, do provide video of you testing CD, Cassette, and vinyl to either:

  1. In two different players,
  2. Two different CDs, cassettes, or vinyl to your own player.

However, if you are unable do either of the two options, then the last option is to send the damaged product to the UMG SG office to be investigated at your own cost. When UMG obtains possession of said product and verifies the damage, UMG will provide you with replacement product(s) or a refund depending on the stock availability.

What do I do if my product arrives incorrect or incomplete?

If your ordered product(s) arrive and the product(s) is/are not what you ordered, you need to contact UMG SG team via ‘Contact Us’ page notifying us that you received the incorrect product(s). You need to include your order number detail, the photo of the product you received and the name of the product you should have received. Then you will need to return the product via the chosen delivery partner UMG SG Office.

Please pack the incorrect items in the right packaging. UMG SG will not be responsible, for any product that has been worn, unsealed, washed, or damaged. Once the incorrect product is shipped back to UMG, and UMG obtains possession of said product(s), UMG will provide you with a replacement product.

When will I get the refund?

Refund will be processed within 48 hours of receiving your return. Once your return has been refunded to your account, it should be credited within three (3) to seven (7) business days.

Limited Edition Items

Can I exchange my limited edition item?

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

My limited edition order shipped but didn’t arrive due to a shipping error. How can I get my item?

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 five (5) business days, we reserve the right to refund your order.

Still Have

Our team is more than happy to help.