FAQ

COVID-19 Update

We are doing everything we can to protect the well-being and safety of our community as coronavirus (COVID-19) continues to impact the world. Based on CDC guidelines, we have taken precautionary measures to increase the frequency of sanitation in our distribution facility and have enforced a social distancing plan. Our warehouse is now working on a restricted schedule and with a smaller team. As such, you may experience a longer delay in order processing before your package ships out while we navigate this new normal. We truly appreciate your patience and apologize in advance for any extended wait.

Placing an Order

How do I place an order?

  • Placing an order really couldn’t be easier – simply register on our site using our quick and easy registration process, and you’re ready to go!

How do I know if a product is in stock?

  • We hate to see you disappointed so we do our very best to ensure that our products are always in stock. In the event that an item goes out of stock, we’ll make sure we tell you on the product page so you don’t get a nasty surprise at the checkout!

Can I place an order over the phone?

  • At the moment you can only place orders online. However, our team are working super hard to make telephone ordering a possibility in the near future…watch this space!

Will I receive confirmation that my order has been successfully placed?

  • Of course! We make sure we keep you fully informed throughout the ordering process. As soon as your order has been processed, we’ll send you an email confirming all the order details.

Why do you need my details when I make an order?

  • We value your privacy and we’ll never ask for any information from you unless it is absolutely essential. The information we take from you during the registration and purchase process ensures that we can deliver your order to you quickly, efficiently, and accurately. You can rest assured that we never store any sensitive information on our systems – that’s a promise!

How does a pre-order work?

  • Some products are on pre-order. To pre-order these products simply add them to the bag and proceed with checkout. The release date is the scheduled date on which the product is available in our stores. This date is provided by our suppliers and is subject to change without notice. The pre-orders are only eligible for collection in any of our stores, and cannot be shipped. Once you place the pre-order, your card will be charged and your product will be reserved as soon as we receive the stock, on or after the release date. You will receive an order confirmation by email right after you finish your transaction. As soon as your product is in your chosen collection store, you will receive a notification by email and SMS.

Payment methods

What are my payment options when I place an order online?

  • We want to make ordering and paying for your purchase as quick and easy as possible. We accept all major bank cards, and you can even choose to pay via paypal or choose to pay using your Loyalty dots.

Can I pay using my Paypal account?

  • You can currently pay using PayPal.

Can I pay using a credit card?

  • You most certainly can! You can pay using any valid credit card, regardless of where it was issued.

Why have I received multiple text messages from my bank? / Why was I charged twice for my order?

  • When you place an order with us we will request your bank to authorize the amount. This is simply when the funds are placed on hold! Once we process your order, we will capture the funds. You may receive multiple text messages from your bank if you placed an order for two different pickup locations, an item is out of stock, or gotten a pre-order item. This is because we have to take multiple authorizations for your order, but don’t worry we only capture the total amount of your order!

Can I change my card details after the order has been placed?

  • We’re afraid not. Once you’ve placed an order, you cannot change the card details or the payment option.

Can I redeem my loyalty DOTS against an order on the website?

  • Unfortunately, you can’t use your Gift Vouchers online right now – but don’t worry, we’re working really hard to make this possible in the near future!

Delivery & shipping costs

My order status says “Unfulfilled”. What does that mean?

“Unfulfilled” just means that we successfully received your order! Once your order is shipped, you’ll receive a tracking number and your order status will change to “Fulfilled.”

How do I track my order?

When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.
You can also log into your account and click on the order in question to see the status.
*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like it’s not moving, chances are it’s on its way!

Do you ship internationally?

Yes, we do! You can take a look at our rates and policy here.

My order never got to me, what do I do?

Oh no! Hopefully this doesn’t happen but if it does, although our shipping carriers work independently from our company to deliver your package, we’ll figure this out together! 
If it’s been marked delivered and it’s only been one day-sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours!
If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, chances are it was lost in transit. Please file a claim with the carrier. If there is no conclusion after two weeks, please let us know and we will look into replacing or crediting you for your order.
If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.  

Returns & Exchanges

What countries do you deliver to?

  • We offer worldwide delivery.

What are the standard delivery charges?

  • When you place your order, we’ll let you know exactly how much the delivery charge wil be (if applicable. Some orders are eligible for free delivery, if this is the case, the cost will appear as 0. To view our full shipping fare and policy, please read our shipping policy.

Will there be a charge for collecting my order from a store?

  • Absolutely not! Our pick up in store service is absolutely FREE.

Can I get my order delivered to my office?

  • You most certainly can! We can deliver to any address of your choice.

Can I choose what time my order arrives?

  • You sure can! Once our delivery partner gets in touch with you to arrange your delivery, you’ll be able to select your preferred delivery time.

Returns & refunds

What is your Exchange / Refund policy?

  • As part of government initiative to safe guard our community against the contraction of Covid 19 , We have amended our exchange policy to align with government requirement . The Refund & Exchange of items purchased is solely limited to items that are deemed to be factory defects , we understand the inconvenience that this may cause you however we believe in a safety first approach & safe guarding our customers & employees alike is paramount. Please hold on to any purchases along with original receipts of all other items that do not meet with the above criteria , once it is permitted to resume standard operation we will gladly assist you with your request .
    Our company Management will Exchange / Refund any product provided the following 4 conditions are met:
    • The product is accompanied by the original receipt or order confirmation
    • The product is sealed and in its original condition.
    • The product is exchanged or returned within 30 days from the date of purchase.
    • The product is exchanged with another product of the same or higher value in which case the difference should be settled.
    • * Products deemed to be defective are subject to after service repairs, repair work range from 10 to 21 business days from the date that they are handed.

Can I return my order if I change my mind?

  • If you change your mind about any order on our site, you can return the product providing they meet with the terms of our Exchange / Refund policy.

Can I change my shipping address after I check out?

  • Yes, you can contact our customer service team to update your address details prior to dispatching your order.

Can I change or cancel an order?

  • Yes you can, simply contact our Customer Service team let them know that you would like to change or cancel an existing order and they will take care of the rest for you. Please be aware that you can only update the order before it is shipped or prepared for collection.

Can I track the progress of my order?

  • Yes, once your package has been shipped, we will send you your tracking information so you know when to expect your order.

Repairs & replacements

If my product is damaged will you arrange for it to be repaired?

  • All products that are within the warranty period will be repaired according to the T&Cs. If your product is out of warranty, we will be happy to arrange for it to be repaired however a fee will be applicable.

My product has arrived damaged – can I get a replacement?

  • We take extra care to ensure that your product reaches you in the best possible condition, so if it doesn’t, we need to know about it. If your item is damaged when it arrives, please let us know within 24hours of receiving it by contacting our customer services team.

My Account

What information is held within my account?

  • The following information can be found within your account:
    • your profile
    • your orders history
    • your payment details
    • your wish list
    • your address book
    • your loyalty points balance

How do I create an account with you?

  • Setting up an account with us is quick and easy – simply visit the “account” page and follow the easy steps to register.

I’ve forgotten my password – what should I do?

  • If you’ve forgotten your password, don’t panic, it happens to the best of us! To reset your password, simply follow the step-by-step instruction on our “Forgot your password” tab. We’ll then send a link to your registered email account, follow this link and you’ll be back up and running in to time at all.

How do I update my details once I have created an account?

  • You are completely in control of your account and your personal details. If you need to update your personal details, change your password, or update your email address, simply head over to your profile page and follow the on-screen instructions.

Why should I create an account?

  • When you create an account with us, you will immediately become a member and start earning points.

Product & services

Parental advisory

  • All DVDs are PG rated for the appropriate audience

DVD region

  • European only , Region 2

Bluray region

  • Open to all Regions

Pricing policy

  • All prices are in line with our physical stores

Warranty

  • All Electronic items come with a standard warranty.