General FAQ

Can I request a specific vinyl version or a product not listed on your website? — Products & Product information:

Unfortunately, we are unable to manually add or order specific items that are not currently displayed on our website. Our catalog is directly linked to our global network of suppliers, and as soon as an item becomes available from them, it will automatically appear in our shop.

Tip: If you are looking for an item that is currently marked as 'Not available', we recommend using our 'Get Notified' feature on the product page. Simply enter your email address, and we will automatically send you an update the moment the item becomes available from our suppliers again.

How do I apply a discount code? — Prices

If you have a discount code, it must be entered early in the checkout process in Step 2 (Shipping): How: Look for the field marked 'Promo code' below the selection of shipping methods. Enter your code and proceeding to the final step. Note: Only one discount code can be used per order, and they cannot be applied after the order has been placed.

What payment methods does iMusic accept for online orders? — Payment

We do offer the following payment methods:

▪ Credit/Debit Cards: Visa, MasterCard, Diners Club, Discover.
▪ Digital Wallets: PayPal, Apple Pay, Google Pay.
▪ Online Banking: Trustly (secure direct bank transfer available in many European countries)
▪ Buy Now, Pay Later / Financing: Klarna (available in selected countries).
▪ Local Methods: MobilePay (DK), iDEAL | Wero (NL), PagBrasil (BRA), Swish (SE), P24 | blik (PL), Twint (CH), Ailpay & WeChat Pay (CN) etc.

The payment methods offered may vary from country to country. Try ordering what you want, and you can see which payment methods apply for your address on Step 3 in Checkout.

Is it safe to pay at iMusic, and how is my payment data protected? — Payment

Absolutely. We use industry-standard SSL encryption to protect your data. All credit card transactions are handled through secure, PCI-certified payment gateways (like Altapay, Quickpay, or Stripe), and we never store your full card information on our servers.

When will my credit card or bank account be charged for my purchase? — Payment

For credit card payments, digital wallets, mobile payments and financing through Klarna the amount is reserved when you place the order but only captured when your items are dispatched from our warehouse. In some cases, you can see a transaction on your account from the beginning, which only is an expression for the reservation of the order amount. In case of changes to your order, the charged amount will automatically be adapted to the articles sent in your package. For payments with Trustly, Swish, iDEAL | Wero, PIX, P24 | blik, Twint , Alipay and WeChat Pay the payment is processed at the time of checkout.

Why is the final amount on my bank statement lower than the checkout price? — Payment

The final amount on your statement may be lower than your checkout price if your order was modified after it was placed (e.g., if an item was out of stock or cancelled). This only applies to Credit Cards, Digital Wallets & Klarna: When you place your order, we only reserve the total amount. We do not actually capture (charge) the payment until your items are ready to be shipped from our warehouse. If your order is modified, our system automatically adjusts the final charge so you only pay for the items that are actually sent to you. This is why the final amount on your bank statement may differ from the original order confirmation.

Why is my payment for my confirmed order showing as "cancelled" or "expired" on my bank account/PayPal account? — Payment

If you are waiting for a pre-order or an item with a longer delivery time, your bank or PayPal may show the transaction status as 'Expired' or 'Cancelled'. This does NOT mean your order is cancelled. Payment authorizations have a limited lifespan and expires typically after 7 to 30 days. Your order remains fully active in our system. When we are ready to ship your package, we will either capture the original reservation or send you a secure link via email to re-authorize the payment so we can complete your order.

Why am I asked to pay again for my order? — Payment

This usually happens if your initial payment authorization has expired. This is common for pre-orders or items with a longer delivery time, as bank authorizations typically expire after 7 to 30 days. To ensure your order remains active and can be shipped, our system may send you a secure link to re-authorize the payment shortly before we are ready to ship your package. Please note: This is not a double charge. Since the original authorization expired, no money was ever actually withdrawn from your account. This new authorization simply allows us to complete the transaction so we can send your items.

Security Alert: How can I be sure a payment request is from iMusic? — Payment

Always stay alert when receiving payment requests or links via e-mail or SMS. iMusic will never ask for your credit card details or bank information via SMS.

If you receive a suspicious message, we recommend the following:

Check the sender: Ensure the e-mail address ends with @imusic.dk
Check your order history: Log in to "My account" on our official website to see the status of your open orders. If there is an issue with your payment, it will be visible there.
When in doubt, contact us: If you are unsure about a request, do not click any links. Contact our customer service directly to verify the message.

How do I pay with a Gift Card or Voucher? — Payment

An iMusic Gift Card is considered a form of payment, not a discount. Therefore, it must be entered in step 3 (payment) in the checkout process. How: Select 'Gift card or voucher' as your payment method and enter your unique gift card code. If your gift card doesn't cover the full amount of your new order, you can simply pay the remaining balance with a credit card or another available payment method in the same step. What happens to the remaining balance? If you do not use the full amount of your gift card on a single order, you will not lose the rest. Our system will automatically send you an email with the remaining balance and a code for future use. Important: This email is always sent to the same email address that was originally used to purchase the gift card.

Why is there still a reservation on my account after I cancelled my order? — Payment

When you place an order using an international debit card (such as Mastercard, Visa Management, or Visa Electron), your bank reserves the amount immediately to ensure there are sufficient funds for the purchase. If the order is cancelled, we immediately release the claim on the money. However, even though we release the reservation, the bank may continue to hold the amount on your account. Depending on your bank's specific terms and the card issuer's rules, this reservation can last anywhere from 7 to 30 days before it is automatically released. Can iMusic remove the reservation for me? Unfortunately, no. A reservation is an agreement between you and your bank/card issuer. Once we have cancelled the order in our system, we no longer have any control over the funds. Only your bank has the authority to release a reservation before it expires naturally. How can I get my money released faster? If you need the funds released immediately, you should contact your bank’s customer service. They often require documentation that the transaction has been cancelled, which our customer service can provide.

How do I know if iMusic has received my order successfully? — Orders, order status & changes to open orders:

Once your order is placed, you will automatically receive an order confirmation via email. If you haven't received it within a few minutes, please check your spam/junk folder. You can also log in to your iMusic account to see your order history and confirm that the order has been registered.

How can I check my order status and track the expected delivery date? — Orders, order status & changes to open orders:

You can track the progress of your order by logging into your account and clicking on 'My Orders'. All your orders are listed here. You can get a quick overview of your order status by looking at the color of the order number:

▪ Yellow: We are waiting for items to arrive from our suppliers or to be allocated to your order, if on stock.
▪ Green: All items have arrived and are allocated to your order. Your order is prepared for shipping shortly.
▪ Light Blue: Your order has been shipped from our warehouse.
▪ Orange: Your order is ready for shipping but your payment could not be captured. Please place a new payment authorisation.
▪ Red: Cancelled order.

If you open your order details, you will find more specific information about each order, including the expected date for dispatch of your order. Once your order is shipped (Light Blue orders), you will also find your tracking link on the order page. Please note that the color codes used for individual order lines (the specific products) have a different meaning than the above mentioned color codes used for the overall order number.

Can I add new items to an existing open order to save on shipping? — Orders, order status & changes to open orders:

Yes! As long as your order is still waiting for items from suppliers and ready for shipment yet (yellow order status), you can add new products to it yourself. How to do it:

Log in to your account.
Add the new item(s) to your shopping cart.
Go to checkout. If you have an eligible open order, you will see the option to 'Add to open order' and follow the instructions on your screen.

After completing payment, the contents of your shopping basket will be added to the selected order and will be shipped as soon as the last item on this order has been received at our warehouse. Please note: This feature is unfortunately not available for orders shipping to the UK or Switzerland. This is due to strict customs regulations and VAT collection limits (IOSS) tied to the total order value. If you are ordering from these countries, please contact our customer service for assistence or place a seperate order.

How do I change or cancel my iMusic order before it is shipped? — Orders, order status & changes to open orders:

As long as your order has not yet entered the packing and shipping process, you can change or cancel your entire order or single products in your order free of charge. Please contact our customer service as soon as possible with your order number. Once an order is being packed and prepeared for handover to the carrier, we can no longer cancel or change it. Please note that it might take a little longer to handle written requests. Give us a call, if shipping time is close, to be sure we can reach to stop your order. If your order has already been dispatched, you still have the right to cancel your purchase under our Right of Withdrawal. In this case, you can return the items to us once you receive them. Please have a close look at our Return Policy for more details on how to return an item, the conditions for a refund and why we do not recommend returns from countries outside the EU.

My order shows as not paid. Is my order still active? — Orders, order status & changes to open orders:

Whether your order is active and what action you may need to take depends on its current payment status. You can find a detailed description, including wording and the color codes, on the order page under 'My Orders' in your customer profile.

▪ Light Yellow / Yellow (Active): Your order is fully active. If the payment authorization has expired (common for pre-orders), don't worry – we are still securing your items. We will send you a secure link to re-authorize the payment shortly before we are ready to ship.

▪ Orange (Action Required): Your items are ready and your order is prepared for shipping, but we could not capture the payment. Your order is on hold until payment is resolved. This usually happens if your payment authorization has expired or there are insufficient funds. To get your package sent, please complete the payment via the link sent to your email or through your customer profile as soon as possible. If your payment is not re-authorized after approximately 2 weeks and you have not reacted to our payment reminders, your order will be cancelled due to missing payment.

▪ Green (Active): All items have arrived and are being prepared for packing and shipping. We will process your payment as soon as your order is ready for dispatch. Should any issues arise with the payment at this stage, we will contact you immediately by e-mail. We recommend you to keep an eye on your mail box and your spam filter.

▪ Red (Inactive): Your order and any open payment authorizations have been cancelled.

Why hasn’t my order shipped yet? — Orders, order status & changes to open orders:

The most common reasons for an order not having shipped yet are:

▪ Waiting for items: Your order contains items that are 'Expected to be ready for shipping' in a certain number of days or delayed from our external suppliers.

▪ Pre-orders: Your order contains a pre-order item that hasn't been released yet.

▪ Combined shipping: We ship your order once all items have arrived.

Check your order confirmation or the order information in your customer profile to see the expected delivery time for each item. The item with the longest dispatch time determines when your order will be shipped from our warehouse. In the event of delays, you will find additional information on the order page in your customer profile, while we also endeavor to keep you updated via email.

Can I change my shipping address after placing an order? — Orders, order status & changes to open orders:

Yes, as long as your order is not yet being prepared for shipment, you can easily update your shipping address yourself.
How to do it:

Open the specific order you wish to modify.

Find the shipping address field and click on 'Edit address' in the upper right corner.

Now you can update your shipping address as needed. Once an order is being processed for shipment or has moved to the status 'Light Blue' (shipped) and left our warehouse, no further changes can be made.
Important Exceptions: Please contact our customer service for assistance, if you need to change your Delivery Method or the country of destination.

Can I split my order into multiple shipments for faster delivery? — Orders, order status & changes to open orders:

To keep shipping costs as low as possible for our customers, we generally wait until all items in your order have arrived at our warehouse before shipping your package in one go.

If your order contains both 'In stock' items, pre-orders, or items on order with a slightly longer delivery time, the entire shipment will wait for the final item to arrive before being dispatched.

If you need part of your order sooner:

▪ Before ordering: We recommend placing two separate orders—one for the items currently in stock and one for the items with a longer lead time.
▪ After an order is placed: If you have already placed an order and wish to have it split into two shipments, please contact our customer service.

Please note: An additional shipping fee will apply for the extra delivery, as we incur new freight costs from the carrier.

How are vinyl records packaged to prevent bent corners and damage during shipping? — Packing of orders

As vinyl lovers ourselves, we know how important it is that your records arrive in pristine condition. We take great pride in our packaging and use custom-made, heavy-duty cardboard mailers specifically designed for LPs. These mailers are constructed with double-walled corners and extended edges, which act as a 'buffer' to protect the sleeves from being dented or crushed during transit. For larger orders, we use bubble wrap, multiple cardboard mailers, extra padding, and specialized boxes that provide an added layer of protection on all sides, ensuring your vinyl stays secure throughout its journey. Take a look at our videos on how we package our vinyl orders in different sizes below.

How do you pack small vinyl orders (1-3 LPs)? — Packing of orders

How do you ensure protection for medium-sized vinyl orders? — Packing of orders

What packaging is used for large vinyl shipments? — Packing of orders

How are very large or bulk vinyl orders safely shipped? — Packing of orders

Do you remove the vinyl from the outer sleeve to prevent seam splits? — Packing of orders

No, we do not ship vinyl records outside of their covers. To ensure you receive your item in its original, mint condition, we do not break factory seals or open your records before shipping. Our packing process is carefully designed to provide maximum protection, ensuring that every record is secured for a safe journey.

Can I request a special packaging for my vinyl orders? — Packing of orders

Unfortunately no. Since our standard packaging is already of the highest professional grade, we do not offer additional 'special' packaging options. Our current system is optimized to provide maximum protection for every single shipment, regardless of size.

How do you pack k-pop orders? — Packing of orders

K-pop-albums har ofte skrøbelige yderbokse. Vi bruger rigeligt med polstring, bobleplast og robuste papkasser for at sikre, at din K-pop-ordre ankommer i uden skader. Plakater bliver ikke foldet ved forsendelse, men sendes i et plakatrør.

When will my order be shipped? — Delivery & shipping

If all items in your order are in stock, we typically pack and ship your order within 1-2 business days. During peak periods, stock items may take a little longer to be dispatched (e.g., during holiday seasons or major events like Black Friday and Record Store Day).

If your order contains pre-orders or items that are currently out of stock, we ship the entire order as soon as all items have arrived at our warehouse. Please note the following:

Estimated Shipping: You can find the expected shipping date for each individual item in the product description and on your order confirmation. Estimated delivery times on our website are updated on a daily basis, based on the typical lead time from the supplier. However, in some cases, an item may arrive at our warehouse earlier or later than expected.

Split Shipping: We generally do not split orders. If you need in-stock items delivered immediately, we recommend placing a separate order for them.

Order Status: You can always track the current status and view the expected shipping dates for your items under 'My Orders'.

How long does delivery to my address take? — Delivery & shipping

In addition to the expected shipping time for each item specified in the product description, you must calculate the transit time that your chosen shipping company will need to deliver your order from our warehouse in Denmark to your address.

Transit times vary depending on the destination country, the chosen shipping method, and the specific delivery address.

Estimated transit times from the date of shipping:

▪ United Kingdom & Europe: Standard (3-6 business days) | Express (1-2 business days).
▪ USA / Canada / Australia & Rest of the world: Standard Post (6-10 business days) | Express (3-5 business days).

Important: These estimates are measured from the day your package is dispatched from our warehouse, not from the moment you place your order.

How to find your total delivery time:

You can see the estimated delivery time to your address right below all available shipping methods during the checkout process under Step 2 (Delivery), after you have entered your delivery address.

Can I track my shipment and how can I see where my package is? — Delivery & shipping

Once your order has been packed and dispatched from our warehouse, you will receive an automatic shipping confirmation email.

You can track your package in two ways:

▪ In your shipping confirmation email: Click the tracking link provided in the email to go directly to the carrier's tracking page.
▪ On your Order page: Log in to your iMusic account (or use the direct link from your order confirmation) to find your order overview. Here you can find both your tracking number and a direct link to the carrier's tracking page located just above the overview of your ordered items.

Please note: It can take up to 24 hours from the time you receive your tracking number until the carrier updates the first scan in their system. If the link doesn't show any data immediately, please try again later.

Where does iMusic ship from? — Delivery & shipping

All orders are shipped directly from our warehouse and main office in Aarhus, Denmark. This ensures that we personally oversee the quality and packing of every single order before it leaves our hands.

Does iMusic offer international shipping outside of Europe? — Delivery & shipping

Yes, we ship to music lovers in most countries worldwide! Whether you are in North America, Asia, or Oceania, we can deliver your favorite music right to your doorstep. Please note that there are a few countries we currently do not ship to. You can see the available shipping destinations in the checkout.

Which delivery options do you offer and at what price? — Delivery & shipping

Shipping and handling fees are not included in the product price. These are calculated automatically based on the order weight, package dimensions, and delivery destination. All orders are shipped from our warehouse in Denmark.

Shipping to the United Kingdom: We offer a variety of shipping methods to the UK. Depending on your choice, you can select between home delivery or local service point pickup.
Standard Shipping:

▪ PostNord Tracked (Distributed by Royal Mail, max 2kg): from £5.50

▪ FedEx International Connect Plus: from £7.99

▪ UPS Standard: from £8.99

▪ DHL Parcel: from £14.50

Express Shipping:

▪ UPS Express: from £11.99

▪ DHL Express: from £25.00

Shipping to Australia: For our customers in Australia, we offer several reliable shipping options:
Standard Shipping:

▪ PostNord Tracked (Distributed by Australia Post, max 2kg): from A$ 18.99

▪ DHL Parcel: from A$ 44.99

▪ PostNord MyPack Home (Distributed by Australia Post): from A$ 66.99

Express Shipping:

▪ UPS Express: from A$ 28.99

We reserve the right to change shipping rates without notice. The final and applicable shipping costs will always be displayed at checkout before payment.
How do you see the exact price?

The most accurate way to see all options is at checkout:

Add items to your cart.

Proceed to Step 2 in the checkout.

Enter your address to see all available carriers and the precise shipping cost before finalizing your purchase.

Shipping to Ireland, USA, Canada & Rest of the World:

We ship to most countries worldwide, including the USA and Canada. For international orders, we generally ship with PostNord (distributed by your national post), UPS, DHL and FedEx to ensure reliable and trackable delivery.

Because shipping rates and available carriers vary significantly by region, the most accurate way to see your options is at checkout.

Customs & Taxes

Please note that for deliveries to countries outside the EU, local customs duties, taxes, and clearance fees may apply. These are not included in the price and must be paid by the customer directly to the carrier upon arrival. Find more information on customs and taxes in our "price" section.

What happens if my package is lost or delayed? — Delivery & shipping

If your tracking has not been updated for 14 days or more, please contact our customer service. We will initiate a formal investigation with the carrier. If a package is officially declared lost, we will, of course, offer you a replacement or a full refund.

What happens if my package is returned to you because it was not picked up or delivery failed? — Delivery & shipping

If a package is not picked up from the parcel shop within the carrier's deadline, or if delivery fails due to an incorrect address or similar reasons, the package will be returned to our warehouse in Denmark.

Once we receive the returned package, we will notify you by email to discuss the next steps for your order. We expect a response to our inquiry within approximately 5 business days. If we do not hear from you within this timeframe, the order will be cancelled and the amount refunded (minus any applicable return shipping fees).

Upon the return of your order, you have the following options:

Reshipment: We can ship the package again. Please note that a new shipping fee will be charged to cover the cost of the second delivery attempt, unless the delivery failure was due to an error on our part or the carrier's. In the event of a mistake by us or the carrier, we will of course resend the package at our expense.

Cancellation: We can cancel the order and refund the payment. Please note that you cannot exercise your Right of Withdrawal simply by refusing to receive the package or by failing to pick it up from a parcel shop without giving us clear notice. If you withdraw from your purchase in this manner, the return shipping costs will automatically be deducted from the amount to be refunded. Therefore, please always remember to notify us of your withdrawal by email in advance.

Please note for returns from outside the EU (including the UK, USA, etc.): Due to high costs, we unfortunately cannot offer reshipment for orders outside the EU. In these cases, returns will automatically be cancelled by us, and we reserve the right to deduct a handling fee equivalent to twice the shipping fee before refunding the purchase amount to cover our return costs. If the return is due to a mistake on our part or by the carrier, we will of course refund the full purchase amount.

To avoid unnecessary returns, we recommend keeping a close eye on your tracking link while your package is on its way to you. You can find the tracking link in our shipping confirmation email as well as on the order page in your customer account. If the expected delivery date has passed and you haven't received your package or an email from us, please check your spam folder.

Can I delay my shipment (e.g., due to vacation)? — Delivery & shipping

Yes, you can – as long as your order is still open (yellow)! If you are going on vacation or are otherwise unable to receive your package for a period of time, we can put your order on hold and ship it at a later date.

How to request a delay:
Please contact our customer service as soon as possible after placing your order. Make sure to include your order number and the specific date you would like us to ship your package.

Please note: We can only delay orders that have not yet entered the 'Green' (Prepared) or 'Light Blue' (Shipped) status. We recommend contacting us immediately to ensure we can catch the order in time. Please be aware that it might take a little longer to handle written requests. If the shipping date is close, we recommend giving us a call to ensure we can stop your order in time.

What is the iMusic return policy for vinyl, CDs, merchandise and other items? — Right of withdrawal and return

We offer a 14-day right of withdrawal on all products. The period begins on the day you receive the item or a third party designated by you takes physical possession of it.

Important: Returns from outside the EU are strongly discouraged. Due to high postage costs, import duties, and extended customs handling time, returning items from non-EU countries is often not financially viable for the customer. Please always contact our customer service before returning any items. We reserve the right to deduct a minimum of 30 EUR from your refund to cover the import duties and handling fees charged by customs.

If you decide to return an item, please have the following in mind to be eligible for a refund:

▪ All items must be returned in their original condition and packaging and preferably in our shipping box.
▪ Vinyl, CDs, and K-pop albums: The factory seal must be unbroken. If the seal is broken, the item is considered used and cannot be returned. (Exception: If you suspect damage or received the wrong item, you may break the seal for inspection).
▪ Merchandise, clothing, books, and accessories: Must be unused and in original packaging.

Please note: You cannot withdraw from a purchase by simply refusing delivery or failing to collect the package without notifying us. You must send a clear notification before the 14-day period expires.
We reserve the right to refuse returns that do not meet these conditions.

How do I return a product and get a return label? — Right of withdrawal and return

If you wish to return an item, please always contact our customer service first. You can do this by sending an email to info@imusic.dk or by calling us at +45 86 13 73 43 during our office opening hours.

Once you have notified us, the return process depends on your location:

Customers within the EU: You should purchase your return shipping label directly through our Returns Page. The cost of the label will automatically be deducted from your final refund.

Customers outside the EU: Returns from outside the EU are strongly discouraged. Due to high postage costs, import duties, and extended customs handling time, returning items from non-EU countries is often not financially viable for the customer. Please always contact our customer service before returning any items.

If you want to return a product, you must arrange and pay for your own return shipping. Please note that you must ship the package with direct delivery to our warehouse address. We do not accept returns sent to postal agents, parcel shops, pickup locations, or cash on delivery (COD). We strongly recommend using a shipping service with a tracking number.

Please send the package directly to:
iMusic A/S
Sindalsvej 36B
DK-8240 Risskov
Denmark

Important Requirements for All Returns

▪ Levering: Du har modtaget varerne for højst 14 dage siden.
▪ Condition: The goods must be returned unused, undamaged, and in their original wrapping.
▪ Packing: Please pack the items securely (preferably in the original shipping box) to avoid damage during transit. iMusic will not refund items that are damaged during the return shipment.
▪ Identification: To ensure smooth handling at our warehouse, please include a short message inside the package stating your name and order number.

Please send or deliver the return goods without undue delay and in any event no later than 14 days from the date on which we received notice of your decision to cancel the purchase.

What should I consider when returning an order from outside the EU? — Right of withdrawal and return

As returns to our warehouse in Denmark from outside the EU always involves high return costs as well as import taxes and custom fees, we strongly recommend that customers outside the EU (e.g., USA, UK, Norway) contact us before returning any items. If an order is returned to us because it was not collected, or if you choose to return it, we reserve the right to deduct a minimum of 30 EUR from your refund to cover the import duties and handling fees charged by customs.

Please note that iMusic does not refund any customs duties, taxes, or administrative fees paid to local authorities or shipping companies upon the arrival of your order.

Back to all topics

Prices

How do I apply a discount code?

# If you have a discount code, it must be entered early in the checkout process in Step 2 (Shipping): How: Look for the field marked 'Promo code' below the selection of shipping methods. Enter your code and proceeding to the final step. Note: Only one discount code can be used per order, and they cannot be applied after the order has been placed.