Customer Support

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. Sometimes this may result in a transaction temporarily appearing on your bank statement but within a few days, your bank will automatically delete the record.

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 and a screenshot of the transaction as it’s appearing on your statement.

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.

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

Voucher codes are set up by sellers on the platform and are attributed to specific products only. If you have a voucher code and it doesn’t appear to be working it may not be eligible for the item(s) in your basket. Please note that voucher codes do not apply to bundles.

Please check your spam/junk folders as automated emails occasionally land there. If you still cannot locate it, please email support@musicglue.com with details of the transaction.

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.

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 find your Order Confirmation Email and click on the ‘manage order’ link, which will take you to an online portal providing you with real time information about your purchase.

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 you still haven't received your order after the maximum delivery time has passed, find your Order Confirmation Email and click on the ‘Manage Order’ link. Within the online portal, scroll to the bottom of the page and click Get Help next to the consignment that has failed to arrive. Please note that we are only able to act on late deliveries after the maximum delivery time has passed.

Do you offer expedited delivery?

This is up to the individual sellers and varies depending on the services offered by the warehouse in use.

I received an incorrect item

The quickest way to resolve this issue is to find your Order Confirmation Email and click on the ‘Manage Order’ link. Within the online portal, scroll to the bottom of the page and click Get Help next to the consignment that has the issue. Please send us clear photos of the item you received and 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 via your Order Confirmation Email by clicking on the ‘Manage Order’ link. Within the online portal, scroll to the bottom of the page and click Get Help next to the consignment that has the issue. Please send us clear photos of the damaged item and we will review each case individually 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 via your Order Confirmation Email and clicking on the ‘Manage Order’ link. Within the online portal you will have real time information about the status of your consignments. If you require further assistance please click Get Help next to the consignment that has the issue.

I no longer want my merchandise or physical music items

You can check the status of your items via your Order Confirmation Email and clicking on the ‘Manage Order’ link. Within the online portal you will have real time information about the status of your consignments. If your consignment has not been shipped you can click Get Help next to the consignment and request a cancellation and we will attempt to cancel your order but please note that this is not always possible.

If the consignment has been dispatched, you have to the right to cancel within a specified number of days according to local regulatory requirements. As a general rule of thumb, we apply the UK distance selling regulations and allow 14 days from the day your goods were delivered to you to inform us that you no longer want the item(s). 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.

How do I change my delivery address?

You can check the status of your items via your Order Confirmation Email and clicking on the ‘Manage Order’ link. Within the online portal you will have real time information about the status of your consignments. If your consignment has not been dispatched you can change your address by clicking on the ‘Change Shipping Address’ button. 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 via the online portal accessed by clicking ‘Manage Order’ on your Order Confirmation Email. 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.

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

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