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 BillieEilish@umgstores.com Someone on our team will reach out to you shortly.
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 at the email listed above, 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 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 color than what is offered through the store?
No. If a size, color, 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 ASAP 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 5 business days, we reserve the right to refund your order in full.
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 must cancel the full order for the bundle and purchase the items you do want individually.
What is the sales tax on my order?
Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.
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 the United States unless otherwise noted.
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.
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 we don’t get a response within 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 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.
For orders shipping within the US: if you have not received your package within 3-4 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.
For orders shipping outside of the US: 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.
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 neighbors 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 the United States. 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?
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.
How long after my order can I submit a return or exchange request?
Returns or exchange requests must be made within 60 days of the date you receive your order. Please note that limited edition items are not eligible for exchanges.
Will you accept returns of product in any condition?
Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.
Am I able to return an item received in a bundle for a refund?
No. If you wish you return an item received within a bundle for a refund, you must return the full bundle. Partial refunds will not be provided for items within a bundle unless there is verified damage to that item.
Who pays for my return?
You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders”).
How long will it take for me to get a refund on my returned item?
Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days.
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.
We are only able to process a refund or exchange for damaged and/or incorrect items within 60 days from the date you received the order.
Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by emailing us at the email listed above. We’ll resolve your issue as soon as possible!
We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.
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.
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 apologize for the inconvenience!
How to access your files on your Android Phone:
- To access the album on your phone, follow the link provided and click "Download"
- You will then be taken to the downloaded folder and you will then need to click "extract all"
- Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format
- You can then listen to the album on your phone's music app.
How to access your files on your desktop computer:
- Open the downloaded folder (in most cases, the folder name will end with .zip)
- Click "extract all"
- Once the album is finished downloading, a new folder will pop up with the files in MP3 format
- You can then copy and paste the album to your desktop or mobile device.
I live outside the US. Why can’t I buy or access digital downloads?
Unfortunately, due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store.
Can I get a refund on my digital music purchase?
Digital music purchases are non-refundable. All downloadable or streamable music sales are final, complete, and non-refundable. 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 make sure 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 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?
All pre-sale access sales are final. There will be no refunds, exchanges, or name transfers under any circumstances. Please see our Terms & Conditions for more info.
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?
Due to the limited edition nature of these items, we cannot accept exchanges 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 5 business days, we reserve the right to refund your order.