FAQs

FAQs

Frequently Asked Questions

 

1. Can I find the same items in store?

Yes, we do have some items that can also be found in-store, however, some promotions posted on our site are valid only for online purchases. This is due to different trading conditions, the fact that we have a broader online assortment that complements our store offerings, and market, distribution, and competitive factors. We are committed to keeping our prices low every day.

 

 

  1. I don't see the interest-free months option:

The interest-free months option appears after you enter your credit card information. This way, the system identifies how many months we can offer you based on your bank. Remember that the minimum purchase for interest-free months is $3,500.00.

 

 

  1. How to search?

Within the site, we have a product search engine located at the top of our page. When you enter an item, we'll give you suggestions to help you find the item you're looking for or similar items.

 

 

  1. I can't purchase the item/I can't add it to my cart/It appears as unavailable.

Our inventory turns over quickly, and it's likely we won't have the item available by the time you want to buy. We're constantly updating and restocking our inventory, but we don't want to sell something we can't deliver. Remember, you can use the "Notify me when available" option so you'll receive an email as soon as the product is in stock so you can purchase it.

 

 

  1. What are the payment methods?
  • Payment methods include Visa and MasterCard credit and debit cards. (Cash and bank deposits, Oxxo, and bank transfer.)
  • Other payment methods: PayPal (Mercado Pago)

 

  1. Can I pay in interest-free installments with a debit card or in-store?

To pay in interest-free installments, you must have a credit card and your purchase must be at least $3,500.00.

If you choose to pay in store, you can also apply for the interest-free monthly payment promotion, but payment must be made with a credit card. Restrictions apply.

 

 

  1. Which cards participate in interest-free months?
  • Visa, MasterCard.

 

  • .Restrictions apply.

 

  1. When will my order arrive?

We offer two shipping options. Delivery times for all options begin once you receive your purchase and payment confirmation email.

 

  • For standard shipping in Mexico City and the metropolitan area, delivery time will be 1 to 5 business days for low-volume items for Mexico City and the metropolitan area.

 

  • 2 to 7 business days for the rest of the country for low and high volume items.

 

 

  1. How can I return a product I purchased online?
  • By contacting our numbers to request a return of the product via shipping.
  • 01(800) 841 6515
  • Through our messaging provider.

 

  1. How do I cancel my order?

Your order begins processing immediately after clicking Buy in the "Review and Pay" section. Once the order is confirmed by our system, it will not be possible to cancel it and must be processed as a return (return times are 10 to 15 business days).

 

 

  1. What types of promotions are there?

There are several types of promotions that vary depending on the season and product. We offer interest-free months, shipping discounts, promotions on select items, bundles, and more. We invite you to visit our portal.

music-club-mx.myshopify.com so you can learn about and enjoy these promotions.

  1. If I need an invoice for my online order, what should I do?

 

Enter the following link: https://mifactura.hermes-ti.com/

(You have 72 hours to make an online billing "Request").

  1. If I lost my physical invoice and the email it arrived in, how can I recover it? / I didn't receive the invoice

By sending an email to gerenciaonline@hermesmusicclub.mx

Or calling the phone.

  1. My card was declined when I made a purchase. What do I do?

Due to some security measures issued by issuing banks, this can happen. Don't worry, you can try another payment method or call your bank to inform them that you will be making an online transaction.

15.I made a purchase at HERMES MUSIC CLUB online and they didn't honor a promotion. What do I do?

We remind you that most promotions have validity periods and requirements. If, after verifying that you meet all the requirements, you confirm that the promotion was not honored, please send us an email to gerenciaonline@hermesmusicclub.mx with your full name, contact phone number (preferably cell phone), and a brief description of your situation so that a representative can contact you.

16. What are the shipping costs? How are they calculated?

Shipping costs will be calculated based on the delivery location, type or time, parts shipped, and order dimensions.

We partner with our courier companies to deliver your orders, and we assure you that we have low prices, even on shipping.

You can find your shipping cost in your order summary once you've entered your delivery address.

  1. Once my online payment for my order has been processed, can I change the delivery address?

Since all your instructions are sent immediately to our distribution center or stores, it may not be possible to change your address; however, we will do everything possible to help you. If we are unable to stop the first delivery attempt, we may update or correct the address so it arrives correctly. We can also request delivery to our courier carriers' offices or send an email with the correct information to gerenciaonline@hermesmusicclub.mx.

 

 

  1. If I pay for my order in-store, can I change the delivery address before making the payment?

Yes, you can by contacting us or sending an email with the correct information.

managementonline@hermesmusicclub.mx

  1. The site is unresponsive / The page is slow or freezes.

We're probably experiencing a lot of traffic. We apologize for the interruptions, we're working hard to restore service.

  1. The product is no longer in my cart.

When a product sells out, it's automatically removed from your cart. We apologize for the inconvenience. We invite you to check out more products in this category that we still have available.

  1. The page took me out of the checkout. Will they honor my product?

We apologize for the technical inconvenience. If the item is still in stock, it will remain in your cart at the same price. Thank you for your preference!

  1. How do I know if payment was made or not?

If your payment was made, you will receive a confirmation email. If this doesn't happen, please contact us.

 

 

  1. I paid online, but the confirmation email didn't arrive.

Online payments take 24 to 48 hours to reflect in our system. You'll receive your confirmation email at that time. Thank you for your purchase!