Refund policy

You can return your order within 14 days of receiving it. For pre-orders and orders delivered in several parcels, the 14 days start when you receive the last item.

How to return

1. Go to our returns portal and enter your order number and the email address you ordered with.

2. Choose the items you want to return and tell us why.

3. Your return label and return slip are emailed to you. Pack the items securely, put the return slip inside, cover any old labels, and hand in the parcel at the carrier's drop-off point within 14 days.

You can also notify us that you wish to cancel your purchase by emailing support@umgshop.com within the 14 days. You then have a further 14 days to send the items back.

Return shipping costs

We create a prepaid return label for you. The label fee is deducted from your refund:

Shipping from Label fee
Denmark (GLS) 45 DKK
Nordics, EU and rest of Europe (UPS) 75 DKK / 79 SEK / 80 NOK / 10 EUR / 14 GBP
Outside Europe Please contact us first. You arrange and pay for the return shipping yourself.

Returns of damaged or faulty items are always free.

If you send the parcel yourself, please send it to:

West Logistics ApS
Att: Universal Music A/S
Michael Drewsens Vej 7
8270 Højbjerg
Denmark

We cannot accept cash-on-delivery parcels. Parcels sent to a parcel shop or post office instead of the address above will not be collected.

Your refund

  • We refund you within 14 days of receiving your return, to your original payment method.
  • If you return your whole order, we also refund the standard delivery cost. If you chose a more expensive delivery option, we only refund the cost of our standard delivery.
  • If you return part of your order, delivery costs are not refunded.
  • We may wait to refund you until we have received the items or you have sent us proof that you have posted them.

Condition of items

You may handle items the way you would in a shop, for example by trying on a T-shirt. If an item shows wear beyond that, we may deduct an amount that reflects the reduced value. Please return items in their original packaging where possible.

Items that can't be returned

  • Vinyl, CDs, cassettes and other sealed music or video recordings that have been unsealed
  • Personalised or made-to-order items
  • Sealed items that can't be returned for hygiene reasons once opened

Damaged or faulty items

You have a 2-year right of complaint under Danish law. If an item arrives damaged or turns out to be faulty, start a return in the returns portal, choose "Damaged on arrival" or "Faulty item", and add a photo. We'll review it and send you a free return label. Please contact us within a reasonable time after you discover the problem.

Exchanges

We don't offer exchanges. Return the item for a refund and place a new order.

Parcels not collected

If you don't collect your parcel or you refuse delivery, we refund the product price. Original shipping costs are not refunded.

Questions? Email support@umgshop.com.

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