Shipping & Returns

Shipping

For shipments to the Peninsula: €4.99.
For shipments to the Balearic Islands: €9.99.

Deliveries in 24/48 working hours.

Delivery will not be available on Saturdays, Sundays, and public holidays.

The standard delivery time for mainland Spain and the Balearic Islands will be 24 to 48 hours, excluding weekends and holidays.

These deadlines will apply provided we have the product available in our warehouses, as is the case with pre-orders and special products.

You can check the status of your order from your user profile within https://store.sonymusic.es/ in your order history.

Sony Music Store only ships within Spain, including the Peninsula and the Balearic Islands. When we begin shipping to other territories, you will be able to verify it on this page, where you will find the corresponding shipping rates for other countries.

Promotional codes are linked to specific campaigns run by sonymusicstore.com. Whenever they are active, you can access them from an ad on the HOME page or through different promotional actions. You must be quick because they will only be available for a very limited time.

You can view the status of your order from your account profile on the Sony Music Store. When your order leaves our facilities, you will receive a confirmation email and information from the transport agency, specifying delivery details and the tracking number.

If the product has left our facilities and you have not received any communication, please send us a message through the form at the bottom of this page, specifying your order number so we can send you the tracking number and you can track your order.

You can receive it at the address you choose (home, work, etc.), excluding post office boxes.

You can always do so in the event that your order is not in transit and we are preparing your order to send it to the address you indicated to us at the time of purchase. To do this you must go to the form at the bottom of this page and select "shipping" in the subject of the message, so that we can solve it before the order leaves our facilities.

It is very simple. You just have to access your customer account and from there the option to add a new address. That address you will be able to see the addresses you have saved, edit them or add a new address.

You can always check the status of your order through your account on the Sony Music Store. If you did not register for the purchase, check your email inbox, including the spam folder, to see if you have received information from us or the shipping company.

If delivery of your order was attempted and you were not at home or at the address stipulated for delivery, depending on the shipping company, they will make between two and three attempts in total to deliver the product to you. We recommend that you check the tracking link that was sent to you to locate your order.

If the stipulated delivery period has passed and you have not received your order, send us a message through the contact form at the bottom of this page, including your order number, so that we can respond as soon as possible.

If the shipping company has exhausted all delivery attempts, your package will be available for a few days at a branch of their shipping company for you to pick it up.

Shipping companies do not call in advance to confirm that you are at home.

At Sony Music Store, we do not ship multiple items from the same order separately. If you purchase a pre-order product, it will be delivered to you once the pre-order period ends and we have stock in our warehouses.

If you have purchased a pre-order item along with other in-stock items, your order will be processed once all items are available in our warehouse. If you do not wish to wait for all products, you can cancel your order and place two separate orders so we can ship them to you individually.

Returns and Exchanges

Returns and exchanges

At Sony Music Store you have a total of thirty (30) calendar days from the receipt of your order to return and send back the item you wish to return. Sony Music Store reserves the right to refuse returns communicated or sent outside the established period or returns of products that are not in the same condition in which they were received and have been used.

Music products that have had their seal or wrapping removed cannot be returned once opened.

If you wish to return a product for any reason other than an incorrect or defective product within 30 days of receipt of the order, the buyer will be responsible for the shipping costs incurred in returning the product to our facilities.

Once the return has been verified and if the product is in perfect condition, we will issue a full refund for the cost of the items you have returned, using the same method of payment you used to place the order.

If, when you received the order, you received an incorrect or defective product, Sony Music Store will cover all return costs, including any shipping costs incurred by the buyer if applicable, up to 30 days from the receipt of the order. The refund will be issued using the same payment method you used to place the order.

You have thirty (30) calendar days from the date of receipt of the product to return it. Unless the return is due to product defects or an incorrect reference to that indicated in the order, shipping costs will always be borne by the buyer. The product must be returned in perfect condition and with its original label.

Returning an item is very easy. You just need to follow two steps:

1) You must notify us that you wish to make a return using the contact form, which you can also find at the bottom of this page, by selecting "Request a product exchange or return" from the drop-down menu. Don't forget to enter your details and, most importantly, the invoice or order number for which you want to make the return in the form.

2) Once we receive your message, we will send you instructions by email so that you can return the product, including the labels you must include in the package.

To make the return, you must indicate "Sony Music Store Return" on the package and send it to:

SONY MUSIC ENTERTAINMENT
Calle Camino de la Vega, 1
19160 Chiloeches
Guadalajara

The returned order must retain its original packaging, manuals, accessories, and gifts that were included at the time of receiving the order.

You will have a maximum of 30 calendar days from the date you notify us of your decision to withdraw from the order to make the return. The deadline will be considered met if you return the goods after this period has concluded.

After examining the item, we will inform you if you are entitled to a refund of the amounts paid. We will refund all payments received (with the exception of shipping costs you incurred when returning the product) without undue delay and, in any case, within 14 days from the moment we have notified you of the refund amount for the product.

We will proceed to make such a refund using the same payment method you used for the initial purchase. You will not incur any expenses as a result of the refund. However, notwithstanding the above, we may withhold the refund until we have received the goods and verified that they are in perfect condition.

The right to withdraw from the purchase contract will apply exclusively to those products returned in the same condition in which you received them. No refund will be made if the product has been used beyond mere opening, for products that are not in the same condition as they were delivered or that have suffered any damage, so you should be careful with the product(s) while they are in your possession. Please return the item using or including all its original packaging, instructions, and other accompanying documents, if any.

If you notice clear evidence of damage or tampering with the packaging containing your order at the time of delivery, you must make a clear record of what happened on the carrier's delivery note or exercise your right to directly reject the delivery due to your order being clearly tampered with or the packaging severely damaged.

In both cases, you must contact us immediately and within a maximum of 24 hours via our contact form, providing your order details and the damage it has suffered, or by writing to us at sonymusicstorespain@sonymusic.com where we will inform you how to proceed.

If you accept the order, and if the damage suffered during transport affects the product(s) included in it, provided that it has been notified within the established period, you may return it by handing it to a courier that we will send to the delivery address when requesting collection. We will carefully examine the returned product and inform you by e-mail within a reasonable period if a refund or replacement (if applicable) is due.

The refund or replacement of the item will be carried out as soon as possible and, in any case, within 1 day following the date on which we send you an email confirming that the refund or replacement of the non-conforming item is due. The amounts paid for those products that are returned due to damage suffered during transport, when it actually exists, will be refunded in full, including the delivery costs incurred to deliver the item to you and the costs you incurred to return it to us. The refund will be made using the same payment method used for the purchase.

Yes. You have 30 calendar days from the date we confirmed the new shipment to you. The buyer will assume the shipping costs for the return.

You will receive the amount through the same payment method used in your purchase in an estimated time of 10-14 days, depending on your bank.

When it is not the return of a defective product or having received a product that does not correspond to your order, we will refund the full amount of the price of the products you have returned. You will only have to pay the shipping costs incurred when making the return. The refund of the amount will be made, in any case, no later than 14 calendar days from the date on which you inform us of your decision to withdraw from this contract and we have confirmed that the refund will be made.

The right of return cannot be applied in the following cases:

If the product is not in perfect condition.
If the product does not have its original label or is not in perfect condition.
When the product is not in good condition and shows obvious signs of having been used.
When they are personalized products or those which, for reasons of hygiene or other legally foreseen exceptions, are not subject to this right.
When personalized products are involved.
When they are music products from which the security seals or their wrapping have been removed.

Don't worry, sometimes (very rarely, to be honest) these things happen. If you receive a defective or incorrect product, please check at the time of delivery that the package is addressed to you so that, if there is an error, you can return it to the courier. If you already have the package in your possession, contact us through the contact form which you will also find at the bottom of this page by selecting "Request a product exchange or return" in the subject. You can also write to us via the enabled Chat, and we will resolve it quickly so that you receive your correct order and can return the incorrect product to us.

If you need more information to make a return, you can follow the steps described in the section "How can I make a return?" on this same page and indicate in the message of the form that you have received a defective product.

The refund or replacement of the item will be made as soon as possible and, in any case, within 14 days following the date on which we send you an email confirming that the refund or replacement of the non-compliant item is appropriate. The amounts paid for those products that are returned due to a flaw or defect, when it genuinely exists, will be fully reimbursed to you, including the costs you incurred to return it. The refund will be made using the same payment method you used for the purchase.

You can return the product by handing it to a courier that we will send to your home upon requesting collection.