Finding Items

Q

Do You Guarantee In-stock Items on Time?

Q

What is the Standard Time for Delivery?

Q

Why Does Shipping Time Take Longer for Some Item?

Q

Why are some of the despatch times so long?

Q

Is there a Limit to How Long I Can Reserve Items?

Q

Do you Guarantee All Items on the Site?

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About First Press Limited, Novelty and Pre-order Items

Q

Does the Content of the Item Change Depending on the Releasing Country?

Q

Price Range on HMV&BOOKS online

Q

What is CCCD (Copy-controlled CD)?

Q

How to Search for Items

Delivery

Q

How Much Do I Pay for Freight?

Q

Mail Without Signature

Q

Why Don't You Deliver by FedEx?

Q

What is “Timed Delivery”？

Q

Can I Change the Delivery Address After I Place My Order?

Q

What is “Ship when Complete” and “Two Shipments” ?

Q

Can I Change Delivery Option After I Place My Order?

Q

Can I Add or Change Items to My Order?

Q

What Are the Delivery Times?

Q

Can I Track My Order After it has been Shipped?

Q

Receiving Your Order at a Delivery Service Branch

Q

What if I Select Split Delivery and One of the Item is Unavailable?

Q

What will happen if the package is returned without receiving?

Q

Is it Possible to Pick Up My Order at a Physical HMV Store?

Q

When zip code search is not possible

Q

If you see the message "The postal code does not match the carrier's delivery list"

Inquiries regarding pre-release products

Q

Are all products available for pre-sale?

Q

Is early release available in all regions of Japan?

Q

Can I change the delivery method or payment method after placing my order?

Q

Can I specify a date and time?

Q

What happens if the release date of a pre-release product changes?

Q

Is gift wrapping available?

Q

Is a special shipping fee required for early delivery in addition to the regular shipping fee?

Q

If the pre-release item does not arrive on the pre-release date, is there any compensation?

Q

Why is picking up at a convenience store not eligible for early delivery?

Q

Does early shipping include shipping overseas?

Payment

Q

What payment methods are available?

Q

Regarding receipts

Q

Combining shipping and payment methods

Q

Can I change my payment method after placing an order?

Q

Credit card payments (orders made after March 31, 2025)

Q

Credit card payment (orders placed before March 30, 2025)

Q

PayPay

Q

Rakuten Pay

Q

dPayment

Q

au Easy Payment

Q

au PAY

Q

Pay Later(Paidy)

Q

PayPal

Q

How can I pay at a convenience store, Pay-easy, online banking, Edy, etc.?

Q

Are there any fees if I pay at a convenience store, via Pay-easy, online banking, Edy, etc.?

Q

Cash on delivery and handling fees

Q

Chocom e-money

Q

I haven't received an order confirmation email, what's the status of my order?

Q

About using debit cards

Q

Can I use my HMV gift card for online shopping?

Q

After placing a 3D Secure credit card order, I received a cancellation email 30 minutes later.

Q

[3D Secure] An error code/error message appears when selecting credit card payment

Q

[3D Secure] Refunds for cancelled credit card orders

Q

Payment for products requiring full deposit

HMV @ Loppi

Q

[Lawson Loppi Order] How do I receive my order?

Q

[Lawson Loppi Order] I haven't received an email or SMS

Q

How long will it take to receive the product?

Q

[Lawson Loppi Orders] Can I receive my order using the receipt?

Q

[Lawson Loppi orders] How many days does it take to receive my order?

Q

[Lawson Loppi Order] I can't check the shipping status of my product

Q

[Lawson Loppi Order] I was unable to receive my item within the collection period.

Q

[Lawson Loppi Orders] Estimated delivery time for your order

Q

[Lawson Loppi Orders] Change store

Q

発売済商品（在庫有り商品）のお受取りまでの日数ついて

Q

予約商品について

Q

初回盤、特典、予約商品について

Q

在庫がある商品で２４時間以内に出荷されないことはありますか？

Q

ご注文の確認について

Q

ショッピングカートについて

Q

ショッピングカート内の商品はどのように削除、変更できますか？

Q

お支払い方法

Q

【ローソン Loppiのご注文】領収書に関して

Q

ご注文のキャンセル

Special Coupon

Q

About coupons and special coupons

Q

What`s Special Coupon?

Q

How to Use Special Coupon

Q

Expiration Date of Special Coupon

Q

When orders are cancelled

Coupon

Q

About coupons and special coupons

Q

What's Coupon?

Q

How to Use Coupon

Q

Expiration Date of Coupon

Q

When orders are cancelled

Q

Customers with 32 Digit Coupon Code

HMV Stores

Q

How Can I Pre-order and Reserve Items at HMV STORES?

Q

Can I Purchase HMV Store Product on HMV ONLINE?

Q

Can I pick up my order at the HMV stores?

Q

How Do I Know the Availability of Novelties?

Q

How Can I Get Information About In-store Events?

Q

Can I use HMV ONLINE members points in the HMV stores (or the other way round)?

Q

One of the items I purchased is faulty - is it possible to be replaced?

Q

Are the prices at hmv.co.jp the same as in the HMV Stores?

Q

Can I obtain posters, pops or promotional tools that are displayed at the HMV stores?

Q

Is it possible to ask transferring particular items from certain store to another?

Q

Is it possible to know the stock status of HMV stores?

Q

Does the HMV store deal with the Game console and Game software?

Q

Can I use a credit card and a cash voucher at the ＨＭＶ stores?

Q

Would you deliver the HMV Free Paper to my home address?

Q

How can I obtain back copy of the HMV free paper (HMV the music & movie master)?

Q

How can I apply to work in an HMV Store?

About Ponta

Q

About HMV point program

Q

What is Ponta Points?

Q

How Do I Start & Use Ponta Point?

Q

How Can I Get / Use Ponta Points?

Q

When Does Ponta Points Get Added?

Q

Ponta Points Expiration Date

Q

Pontaカードが登録できない

Q

How Do I Use Ponta Points on HMV&BOOKS online?

Q

How Much Ponta Points Do I Have?

Q

What Happens to Ponta Points if I Cancel Items?

Q

I lost my Ponta Card

Q

I have Two Ponta Cards, Can I Combine Them?

Return Items

Q

How Can I Return Items?

Q

Can I Exchange Items if I have Received a Damaged Product?

Q

The Item I Received is Wrong - What Should I Do?

Q

What Will Happen if the Exchanged Item Becomes Unavailable?

Q

I Placed an Order By Mistake. Can I Return It?

Q

How Can I Cancel My Order?

Q

Information on returning books

Receiving at convenience store

Q

About receiving at convenience stores

Q

Procedure of receiving at the convenience stores

Q

How to confirm receipt start from My Page

Q

Can I receive at HMV stores?

Multi-buy Campaign

Q

What is Multi-buy Campaign ？

Q

If I cancel items that are out of stock, will the discount be still active?

Registration

Q

How Do I Register?

Q

I Forgot My Password - What Do I Do?

Q

I Can't Sign In. Why?

Q

How Can I Subscribe to HMV Newsletters?

Q

Whats the Best Internet Browser to View HMV&BOOKS online?

Q

How Can I Close My Account?

Q

Inquiry for Lawson Ticket

Used Items

Q

About Used Items

How to purchase without becoming a registered online member

Q

Please let me know how to purchase without becoming a registered online member.

Q

How to check my order history?

About cosmetic products

Q

About cosmetic products

Q

About registration and login

Q

About points

Q

About Shipping

Q

Payment Method

Q

About coupons

Q

Exchange/Return/Cancellation

Q

About cosmetic reviews

My Account

Q

I Can't Sign In. I Have the Right E-mail Address and Password. What Do I Do Now?

Q

How Can I Change My E-mail Address or Address?

Q

How Can I Check the Status of My Order?

Q

I've Forgotten My Password - What Do I Do Now?

Q

Will I Receive a Confirmation Mail for My Order?

Q

How Can I Change My Password?

Overseas Customers

Q

Do Customers in Overseas Need to Pay Tax?

Q

Can I Change the Deliver Address from Within Japan to Overseas Once the Order is Complete?

Q

How Long Does EMS Delivery Take?

Q

About exchanges and refunds

Q

Do You Deliver All Over the World?

Q

Can you Deliver by FedEx and Not EMS?

Q

Will Customs Duty be Charged for Gifts?

Q

What is Region Code and Video Format?

Q

Why Can Some Items Not be Delivered Overseas?

Q

To Our Customers Overseas

Q

About packages destined for China

About WorldShopping

Q

About WorldShopping

HMV ONLINE Gift Voucher

Q

What is a HMV ONLINE Gift Voucher?

Q

Charging to HMV Online Gift Voucher from your HMV Gift card.

Q

How Do I Use HMV ONLINE Gift Voucher?

Q

Gift Voucher expiry date

Q

Can I cancel my order where HMV ONLINE Gift Voucher had been used?

Q

オンラインギフト券が使用できない場合

Shopping Cart / Wish List

Q

What is Shopping Cart?

Q

Wish List

Gifts

Q

How Can I Send Things As A Gift?

Q

Can I Send My Gift with a Message?

Q

Can I Select gift bag size?

Q

Will the Person Who Receives the Gift Know How Much It Cost?

Security

Q

How Does HMV Ensure that My Personal Information is Secure?

Q

How Can I Request for Disclosing My Personal Information?

Q

I want to quit receiving Mail Magazines from HMV

エンタメチャンス

Q

エンタメチャンスについて

ローチケHMVプレミアム

Q

ローチケHMVプレミアムについて

弊社の製造物に関して

Q

弊社の製造物に関して

List of services ended

Q

スマイルポイントへの移行

Q

USEN550ch x HMVについて

Q

Termination of “HMV Membership”

Q

HMV店舗にてHMVメンバーズカードをスタッフが代理で登録されたお客様のPontaのご登録

Q

ドコモケータイ払いについて

Q

HMV MOBILE サイト終了のお知らせ

Q

HMVmusic 終了のお知らせ

Q

専門店ページ(おもちゃ等】終了のご案内