FAQs

We only process your order during business days, from Monday to Friday; but we ship from Monday to Saturday.

Orders that are confirmed after 16.00 (for regular delivery) and 12.00 (for instant delivery) will be processed on the next working day.

You can check all of Your orders by clicking 'Order History' on your 'Account' page.

If you’ve made a mistake with your order and need to make changes, the ability to do so depends on where your order is in the shipping process. If your order has already reached the packing and shipping stage (as indicated by the tracking link we sent you), we regret to inform you that we are unable to modify any details including address, name, or phone number.

However, if your order has not yet begun the shipping process, please reach out to us via email contact_umi@umusic.com or our WhatsApp number as soon as possible. We’ll make every effort to accommodate your request.

Unfortunately, we only accept orders placed via our Webstore. If you are having trouble placing your order, please reach out to us and we’ll do our best to help and guide you through the ordering process.

You can reach out to us via email or WhatsApp:
Email: contact_umi@umusic.com
WhatsApp: +62 815-7599-7353

You can stay updated on New Arrivals and promotions by subscribing to our Newsletter by signing up for an account or you can follow our Universal Music Indonesia’s social media which you can find at the bottom of this website.

You can see the shipping status under the "Order History" on your Account homepage

We will process the shipping 1x24 hours after You successfully make the payment for your order.
Delivery for regular courier: within 3-4 days

First, you can check the Air Way Bill to track your order. If you still can’t find the answer, then you can contact us via email or WhatsApp for further investigation.

Email: contact_umi@umusic.com
WhatsApp: +62 815-7599-7353

Yes, we do. Shipping rates and delivery times may vary depending on your location.

However, depending on your country, you may be charged customs duty/tax. Customs duty and tax are the sole responsibility of the purchaser; we are not responsible for any additional customs charge once your package left our facility.

Yes - Customs duty and tax are the sole responsibility of the purchaser; we are not responsible for any additional customs charge once your package left our facility.

We advise customers to check with their local customs office for more information on potential fees associated with their order.

Estimated wait times can vary by product and are detailed in the product description at the time of your order and in your order confirmation email.

We will make every effort to communicate accurate delivery estimates, also if there are any unanticipated production delays via email.

Pre-order means that it allows You to reserve the item in advance while it is still in production. The item will be shipped to You when the item is already finished production and in stock.

Regular item means the ready stock product for you to order.

Damage:

If Your ordered product(s) arrive damaged, unboxing video evidence will need to be attached to Your email or chat with UMG ID Customer Service. Once the UMG ID team receives the video and other supporting evidence, you will need to return the product via the chosen delivery partner at your own cost. Once the damaged product(s) is shipped back to UMG ID warehouse, and UMG obtains possession of the said product(s) and verifies the damage, UMG will provide You with replacement product(s) or a refund depending on the stock availability.

UMG ID Warehouse:

Jl. Peta Barat No.89, RT.5/RW.1, Pegadungan, Kec. Kalideres, Kota Jakarta Barat, Daerah Khusus Ibukota Jakarta 11830

Please pack the incorrect items in the right packaging. UMG ID will not be responsible, for any product that has been worn, unsealed, washed.

Special Products (CD, Cassette and vinyl records):

If Your ordered physical CD, Cassette or vinyl record product(s) arrive damaged, provide video of you testing CD, Cassette and vinyl to either:

1. In two different players,
2. Two different CDs, cassettes or vinyls to your own player.

However, if you cannot do either of the two options, then the last option is to send the damaged product to the UMG ID office to be investigated at your own cost. When UMG obtains possession of said product and verifies the damage, UMG will provide You with replacement product(s) or a refund depending on the stock availability.

Universal Music Indonesia Office

Intiland Tower Lt. 3A
Jl. Jenderal Sudirman No.Kav. 32, RT.3/RW.2, Karet Tengsin, Kecamatan Tanah Abang, Kota Jakarta Pusat, Daerah Khusus Ibukota Jakarta 10220
Opening hours: Monday – Friday (9:00 – 18:00)

If Your ordered product(s) arrive and the product(s) is/are not what You ordered, You need to contact UMG ID team via email or chat (contact_umi@umusic.com) notifying us that You received the incorrect product(s). You need to include your order number detail, the photo of the product you received and the name of the product you should have received.

Then You will need to return the product via the chosen delivery partner using the payment method Cash on Delivery (COD) to UMG ID Warehouse.

UMG ID Warehouse:

Jl. Peta Barat No.89, RT.5/RW.1, Pegadungan, Kec. Kalideres, Kota Jakarta Barat, Daerah Khusus Ibukota Jakarta 11830

Please pack the incorrect items in the right packaging. UMG ID will not be responsible, for any product that has been worn, unsealed, washed or damaged.

Once the incorrect product is shipped back to UMG, and UMG obtains possession of said product(s), UMG will provide You with a replacement product.

Refund will be processed within 48 hours of receiving Your return. Once Your return has been refunded to your account, it should be credited within 3-7 business days.