FAQs

where can I use my purehmv card?

you can use your purehmv card to collect points in any of our hmv shops in the UK or online at www.hmv.com. Points cannot be collected in the Republic of Ireland.

how can I check how many points I currently have on my purehmv card?

log into ‘my account’ and select ‘points balance’ under the ‘hmv rewards club.’ This will show you your current available points total. You can also view your points balance via the purehmv iPhone App

how long does it take for points to be added on after I have made a purchase?

purchases in-store should appear immediately after purchase. For online purchases, points are awarded as each item on your order ships out. Bonus points can take up to 72 hours to be added.

are there any items that I can’t collect points on?

you can’t collect points on the purchase of gift vouchers, gift cards, itunes gift cards, mobile etop-up cards, downloads, tickets purchased online or warranties.

I have lost my purehmv card – how can I get a replacement?

call us on 0845 603 8576 and we will be able to issue you with a new purehmv card and transfer your existing points balance.

I forgot to take my card into hmv when I made a purchase – can I still get the points added onto my balance?

yes, visit hmv.com and log onto ‘my account’ and select the ‘validate a receipt’ option under the ‘hmv rewards club’ section. You will then be able to validate any receipts for purchases made within 30 days. Please note that you cannot validate receipts on purchases made before you joined the purehmv club.

how do I spend my points?

you can spend points at the arena, our rewards gallery once you have registered. Keep checking regularly for new rewards.

I want to return an item for a refund – what will happen to the points I collected on the purchase?

if you return an item instore and have collected points on that purchase, you will need to present your purehmv card to obtain a refund. Points will then be deducted from your current balance. For online returns, points will automatically be deducted from your balance when a refund is processed. what is purehmv credit?

a purehmv credit gives you an amount of money to spend at an hmv store, but instead of being a paper voucher, the credit is stored on your purehmv card. Unfortunately, purehmv credit cannot be used at hmv.com.

how do I claim my purehmv credit?

the same way as any other reward: when you have enough points to the value of a purehmv credit you want, just add it to your basket on the arena, by visiting www.hmv.com/arena. Your purehmv credit is then automatically added to your purehmv card ready for the next time you visit an hmv store.

how do I use my purehmv credit?

your purehmv credit can be used at any hmv store in the UK (except our Harrods and Selfridges stores) but not in the Republic of Ireland or at hmv.com. It must be used in full in a single transaction – e.g. if you have a £10 credit then your transaction must total at least £10 (you can pay any outstanding amount by cash or card). You cannot receive any change from purehmv credit.

what denominations can I get?

purehmv credit comes in 4 denominations: £2 purehmv credit = 10,000 points, £5 purehmv credit = 22,500 points, £10 purehmv credit = 40,000 points, £20 purehmv credit = 70,000 points.

can I use more than one purehmv credit in the same store transaction?

no, only one purehmv credit can be used in a transaction.

can I get more than one purehmv credit on the arena?

yes, you can get as many as you wish, as long as you have the points. Remember though that you can only use one purehmv credit per transaction in an hmv store.

what if I have more than one purehmv credit when I use my card in store?

we’ll always make sure you get the best deal when using your purehmv credits in-store. So if you have a £5 and £10 credit on your card and you spend £10 in store, then the till will deduct your £10 credit rather than your £5 credit.

how long do purehmv credits last?

once the credit is on your card, it has a validity of 6 months. If you have 2 purehmv credits of the same value, the till will automatically use the oldest one first.

do I have the option to use my purehmv credit when I’m in store?

yes, when you are in-store, you have the option to use your purehmv credit or save it for a later date. One of our colleagues at the till will ask you whether you wish to use your credit or whether you wish to save it. Remember though that they are only valid for 6 months.

do I have to spend my points on the arena before I can get the money off in-store?

yes, you have to spend your points on the arena to obtain purehmv credit before you can use a purehmv credit in-store. You cannot use your purehmv points in our stores without it being on your card first.

can I get a refund on my purehmv credit?

no, once the credit is on your card we cannot issue you your points back.

do I collect points when I use my purehmv credits?

you will not collect points on the value of your credit, but you will for anything extra you pay for in the same transaction. So if you spend £20 and use a £5 purehmv credit, then you will earn points on the £15 balance.

can I use my purehmv credit on anything in-store?

you can use your purehmv credit on nearly everything, apart from purchasing gift vouchers, gift cards, itunes gift cards, mobile etop-up cards, downloads, tickets or warranties.

I have spent my points on digital music tracks. How do I get my digital music tracks?

For full information on how hmvdigital works and how to start downloading go to www.hmvdigital.com/help. You will need the unique code/s which we will email you in your order confirmation email and you will need to setup a hmvdigital account.

Do I collect purehmv points when I use my unique digital music code/s?

No. Your unique digital music codes are for your use on hmvdigital to download tracks. Please note these codes are for individual tracks only. You can use the codes to download entire albums however this depends on how many tracks you order. There are 4 options available of - 3 tracks, 10 tracks, 20 tracks or 50 tracks.

I just ordered hmvdigital tracks and have my unique code/s in my order confirmation, how long do I have to use them?

Once you receive your unique codes (in your order confirmation email) you must use your codes within 1 month at hmvdigital.

My unique track code/s aren't working on hmvdigital?

Please contact our customer service team pureservice@hmv.co.uk or call our member helpline on 0845 603 8576. We're open Monday - Friday from 9am to 6pm.