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FAQs

We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us at icehouse@umusicsupportau.comSomeone on our team will reach out to you shortly.  

General Questions 

Can I cancel or change my order?  
You may cancel or change your order at any time before we accept your order (by issuing a shipment notification). Please reach out to us at the email listed above, select the appropriate category, and we’ll make every effort to accommodate your request! 

Unfortunately, we can’t change any information on an order (including details like your shipping address, billing information, item, size, or quantity) once it has been accepted, as it has already been processed for shipment. We also cannot cancel orders if you change your mind after they’ve been processed. 

All orders are subject to our return and exchange policies (as set out in our Website Terms and Conditions [https://www.umusic.com.au/terms-of-use/], and applicable law. Please note an address change 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 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 at the email listed above. 

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 at the email listed above 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 or it is otherwise unavailable for any reason, we’ll contact you ASAP to let you know and provide you with a refund. 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 business days, we reserve the right to cancel your order for that item and refund any amounts that you have paid us for that item. 

If I purchased a bundle am I able to remove an item or items from it for a refund? 

No. If you order a bundle and later decide that you do not want everything included in it, you may cancel the full order for the bundle and purchase the items you do want individually (see “Can I cancel or change my order” for further detail on when you may cancel your order).  

How do discounts and special offers work?  
And now for some legal language: Unless otherwise specified, product prices already reflect discounts. All offers (including vouchers and promo codes) are limited to stock on hand; no rain checks are available unless otherwise noted. Vouchers and promo codes are valid only for the period stated on them (if any) and can only be redeemed in accordance with any special terms stated on them – such as minimum spend requirements, validity periods and brands, product or sale exclusions. Unless otherwise stated, offers are not valid after purchase, on prior purchases, and are not applicable to shipping costs. Purchaser must pay any applicable sales tax. Offers may not be combined with any other sale, promotion, discount, voucher, promo code, promo, coupon and/or offer. Promotions have no cash value and cannot be redeemed for cashIf you place an order using a voucher or promo code that is less than the value of the voucher or promo code, no refund or residual credit will be returned to you. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted. We will apply vouchers and promo codes on a pro-rata basis to voucher/promo code eligible items in order to determine the final price you pay for items. Where you return an item purchased with a Voucher/promo code, we will only refund the final price you paid for that item (where relevant).  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 Australia unless otherwise noted.  We actively monitor misuse of vouchers/promo codes and reserve the right to deactivate vouchers/promo codes or block any person that is not using a voucher in accordance with applicable terms 
 

Pre-Orders 

I ordered an item listed as “pre-order.” When will it arrive? 
Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available. 
 
Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed, unless otherwise noted.  
 
While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order and limited edition items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible. 

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. 

Shipping  

When will my order ship? 
In most cases, excluding pre-orders, orders ship within 2-3 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 placed 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 3 days for your tracking link to update. 

How long will it take for my order to arrive, once it ships? 
Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted.  

International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. 


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 you do not accept delivery or collect your order from the carrier within two weeks of our first attempt to deliver your order to you then we may (without affecting any other right or remedy available to use) do either or both of the following: 

  • charge you for our reasonable storage fees and other costs reasonably incurred by us; or 
  • no longer make your order available for delivery or collection and cancel your order on notice to you, in which case we will refund you any money paid to us in accordance with our returns policy (as set out in our Website Terms and Conditions [https://www.umusic.com.au/terms-of-use/].), less our reasonable administration charges (including for attempting to deliver your order and then returning it to our facility, and any storage fees and other costs reasonably incurred by us 

This applies to all merchandise orders, including limited edition and pre-order sales. 

Please note that in the event of an order shipped in parts, 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?  
Domestic orders – If you have not received your package within 3 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you. Except where the Australian Consumer Law entitles you to a refund, you have up to 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. 

International orders – If you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you. Except where the Australian Consumer Law entitles you to a refund, you have up to 90 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 receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into 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 actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbours and still don’t have it, please reach out to us at the email listed above and we’ll do our best to help! 
 

My order is shipping to a country outside of Australia. Will I have to pay customs/import fees to receive my order? 
Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.  

Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel. 


If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information. 
 
 

Returns & Exchanges 

How do I begin the process of returning my order for a refund or an exchange? 
We aim to provide you with items of the highest standard and quality.  If you have received an item with a defect, please email our team at icehouse@umusicsupportau.com soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible.  Please contact our team by emailing us at the email listed above before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed. Please note that we do not offer change of mind returns or exchanges.   

Further refund information 
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.   

For further information on our refund and exchange policy, please refer to our Website Terms and Conditions [https://www.umusic.com.au/terms-of-use/]. Our refund and exchange policy provide rights in addition to your rights and remedies under the Australian Consumer Law. 

Further information on how to contact us (including our business address and telephone number) is available at: https://www.umusic.com.au/contact-us/ 

Damaged, Incorrect, or Incomplete Orders 

What do I do if my order arrived damaged, incorrect, or incomplete?  
If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future.  
 
If you request a refund and we accept that request we may arrange for the collection or return and replacement of the relevant item or give you a refund for the purchase price you have paid us for the product, except where the Australian Consumer Law entitles you to insist on a refund.  

What if the item I ordered arrives and it doesn’t look like the photo on the store? 
Often times the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.  
 
Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you. 

Digital Downloads 

How do I access my digital album? 

To access your files on an iOS device, you’ll need to first download to a desktop computer and then transfer the files to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone. We apologise for the inconvenience!  

 How to access your files on your Android Phone: 

  1. To access the album on your phone, follow the link provided and click "Download" 
  2. You will then be taken to the downloaded folder and you will then need to click "extract all" 
  3. Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format 
  4. You can then listen to the album on your phone's music app. 

How to access your files on your desktop computer: 

  1. Open the downloaded folder (in most cases, the folder name will end with .zip) 
  2. Click "extract all" 
  3. Once the album is finished downloading, a new folder will pop up with the files in MP3 format 
  4. You can then copy and paste the album to your desktop or mobile device. 

I live outside Australia. Why can’t I buy or access digital downloads?  
Unfortunately, due to copyright restrictions, digital downloads are not available outside of Australia unless otherwise specified on the store. 

Can I get a refund on my digital music purchase? 
Except where the Australian Consumer Law entitles you to a refund: 

  • digital music purchases are non-refundable; 
  • all downloadable or streamable music sales are final, complete, and non-refundable; and 
  • under no circumstances are we able to refund the portion of your order that contains digital music. 
     
    If you have trouble accessing the music, please reach out to us at the email listed above and we’ll help you can access your music ASAP.  

 

Pre-Sale Ticket Access 

What is pre-sale ticket access? 

Pre-sale ticket access gives you the chance to purchase event tickets before the general release to the public. Note that due to a limited allotment of tickets and high demand, there is no guarantee that you'll be able to buy tickets to the show using your pre-sale code. Pre-sale codes have no cash value (and are not redeemable for cash) and are non-transferable, case-sensitive, and good for one-time use only. 

How do I get a pre-sale access code?  

Getting ticket pre-sale access through the store is typically limited to fans who buy a particular product, or who place an order at a certain time. Please check the storefront and/or applicable product listings for full details on how to get ticket pre-sale access through a shop purchase. 

How does it work? 

Pre-sale access to tickets will only be available online. Your access code and instructions to access the pre-sale will be sent via email (see “How will I get my pre-sale access code?”), which will include the dates and timing of the pre-sale period. Pre-sale access codes are only valid during the time of the pre-sale period. Only one code per order per customer is allowed.  

How will I get my pre-sale access code? 

If you’ve placed an order that includes pre-sale access, you will receive your pre-sale access code and the instructions to redeem via email, either in a separate email or included in your order confirmation email. If you did not receive one, please check your spam and/or junk folder before reaching out to us for assistance. 

How many tickets can I buy on a pre-sale? 

It varies depending on the event. Check your email, the ticketing provider (e.g. Ticketmaster), or the storefront for full details. 

My pre-sale code is invalid. What do I do? 

Please double check that you are correctly entering your pre-sale code, as it may be case-sensitive. If it still does not work, please contact us ASAP and we’ll do our best to help! 

What is the refund policy for orders containing pre-sale ticket access? 

Please refer to “Returns & Exchanges”. . 
 
Please remember that pre-sale ticket access does not guarantee tickets (see “What is pre-sale ticket access?”).  

Limited Edition Items 

Can I exchange my limited edition item? 
Stock of limited edition items is limited, which sometimes causes issues for replacements should there be an issue with your item being faulty or lost in transit. If your item is faulty or lost in transit, we will try to find a replacement but may need to cancel and refund your order if no replacement is available. 

My limited edition order shipped, but didn’t arrive due to a shipping error. How can I get my item?  
Please refer to “Shipping”