Why a new distribution centre?
As part of our ongoing commitment to delivering the best service for our customers, we are now partnered with a new UK distribution centre to fulfil your orders.
What about my outstanding orders?
All orders are safe on the system, there is nothing further you need to do. You can also check the status of your order by logging into your account. There may be a slight delay to your order while we’re in this transition period and apologise in advance for any inconvenience caused.
What about new orders?
Orders can be placed as normal right now and will all be processed by the new distribution centre. Orders will be shipping from 5th February though so thank you for your patience during this transition period.
I’m an EU customer, will I have to pay double the VAT post-Brexit?
We have developed our website so that VAT will be removed at checkout for any EU orders. This means that VAT only needs to be paid on receipt/collection of your order and not twice. This is now live as of 8th Feb 2021, any questions then please get in touch.
Which shipping companies do you now use?
We use Royal Mail for all our UK orders, both tracked and untracked. For international orders we use Royal Mail International Tracked for orders up to 2kg and TNT for any orders over this weight, postage costs are calculated at checkout.
Does this affect how I get in contact with Arrow?
Not at all! For questions regarding our move or anything else, please contact firstname.lastname@example.org
Are you still open?
We are indeed and are still processing and shipping orders to customers around the world. We are following all necessary government laws and guidelines to ensure our staff are safe.
Will my order be affected?
Our distribution partner is working hard to continue to dispatch all orders as safely and efficiently as possible. For any questions regarding Covid-19 and your order, please contact us at email@example.com and we will endeavour to assist.
Do you still deliver to the UK?
Royal Mail services continue to run as well as possible. For the latest updates, please visit their help centre here
Do you still deliver internationally?
All international orders above 2kg will ship with TNT but may be experiencing some delays. For all other international orders we use Royal Mail International Tracked which are also currently experiencing some delays due to Covid-19. Please check the latest information from Royal Mail here.
Can I still get in touch with you?
Of course! The vast majority of staff are working remotely but we can be reached by the usual addresses at https://arrowfilms.com/contact-us/ Due to this unprecedented period for all, we thank you for your patience as it may take longer to resolve your query than usual.
Do you sell US/CA titles directly from your website?
We only sell UK releases at arrowfilms.com. All our titles are therefore subject to BBFC certification. If you would like more information about a certain title, please make sure to contact us before making a purchase.
Are your titles region coded?
All our titles have region code information under the 'details' tab on the respective product pages, please make sure to check this before making a purchase.
All 4K UHD discs are region free internationally.
(Blu-rays from arrowfilms.com will play in region A players if we have released them in both the UK and North America at the same time e.g. https://arrowfilms.com/product-detail/bloodstone-blu-ray/FCD2016 Please use websites such as blu-ray.com and dvdbeaver.com to double check region coding against our site listings but if you're unsure then please go by what’s listed on our site. We understand it’s an extra expenditure but we’d recommend investing in a region free player so you can enjoy Blu-rays from around the world.)
- Region A: U.S., Japan, Latin America, East Asia (except Mainland China and Mongolia), Southeast Asia, the Americas and their dependencies
- Region B: Europe (except Russia), Africa, Australia, New Zealand, Middle East, French territories, Greenland, Oceania and their dependencies. (Includes Australia, New Zealand, and New Guinea)
- Region C: China, Russia, ROW
Do you sell any NTSC compatible/Region 1 DVDs?
As this is our UK site, most of our releases are in the European PAL format. Some DVD players and TVs can accept PAL signals and convert internally, please refer to your manual. The region encoding varies from disc to disc, but all will work in the UK and all technical information is outlined at the bottom of each listing.
- Region 0: Playable in ALL regions
-Region 1: US territories, Canada, Bermuda
- Region 2: Europe (with the exceptions of Russia, Ukraine, Belarus), Japan, Middle East, Egypt, South Africa, Lesotho, Swaziland, Greenland
- Region 3: Taiwan, Korea, Philippines, Indonesia, Hong Kong, Southeast Asia, Macau, South Korea
- Region 4: Central America, Oceania, Australia, New Zealand, South America, Mexico, Pacific Islands, Caribbean
- Region 5: Russia, Eastern Europe, Africa, India, North Korea, Mongolia, South Asia
- Region 6: China
I would like to suggest a title to release, who can I contact?
We welcome suggestions and we have a dedicated contact address for this, firstname.lastname@example.org Thank you for your support but please note that we cannot reply from this address.
Do all your titles have booklets?
Excluding limited editions, booklets will be included with applicable titles for the first 4 months after release. We have a large selection of booklets uploaded for members, please see the MEMBERSHIP FAQ for more details.
When can I expect my order to be dispatched?
Provided the items are all in stock, your order will normally be dispatched within 2 working days. If your order contains pre-order items, or items that are awaiting stock, all items will be held until they are all ready to ship unless you have requested to split your delivery.
When do you ship pre-orders?
We always aim to ship pre-orders in the week preceding the release date (providing future pre-orders aren't holding up the order).
What is split delivery? How does it work?
Split delivery offers the ability to split your order into two shipments. If your order contains items that are currently in stock as well as pre-order items, you can check the box to split the delivery in the checkout process. Your first delivery will then be made immediately on all items that are currently in stock, whilst the second delivery will be dispatched when the rest of the order is available. P&P costs will apply to both dispatches.
I've made a mistake, can you help?
Please contact email@example.com with your order details and query, and we'll look into your issue as soon as we can.
Can I pre-order various titles in one order?
You can but this will delay earlier titles until all are available and cause you to miss out on first pressings; we recommend to pre-order titles individually to get them ASAP. Titles will ship together and not as they're released.
Can I add items to my order?
No, unfortunately we cannot add items to confirmed orders.
Can I combine orders?
We cannot combine orders after they're confirmed.
Can I order bulk quantities of titles?
Yes, you can bulk order buy any of our titles, if you require assistance please contact firstname.lastname@example.org. We do not offer discounts on bulk orders. Please be aware that some of our Limited Edition titles will have limitations on the maximum number purchased at one time. We reserve the right to limit quantities of our Limited Edition titles sold in one transaction.
Why can't I enter my address as I'd like?
Unfortunately we can't accept the following special characters in addresses: , ¬ “ * = ~ ? @ (The @ sign is accepted in the email address field in the Order File). We also recommend only using Aa - Zz from the modern English alphabet as our system may not process orders otherwise (e.g. including umlauts and acute/circumflex accents). Character set is ANSII.
Has my BOGOF order cost been calculated incorrectly?
Please note that in a BOGOF order the cheapest eligible items will be free e.g a 4 item order of 2 x £50 products and 2 x £18 products will result in the £18 products being calculated as free. As a result of this you may wish to place separate orders to best take advantage of this offer. We are looking at adjusting BOGOF functionality for future sales, thank you for your understanding. Please also note that discount codes/coupons don't work with BOGOF promotions.
Do you have a direct store for North American customers?
Not currently but it's most certainly in our plans!
What payment methods do you accept?
Payments for goods on our online shop can be made via Worldpay and PayPal. Worldpay is for debit and credit payments - please visit their website (http://www.worldpay.com/uk) for information on their terms and conditions. Worldpay accept all card types including American Express. We also use PayPal where all payments are taken immediately at point of order.
When will payment be taken for my order?
If you have paid via Worldpay, payment will be taken:
- If your order contains any items that are in stock, full payment will be taken at point of order.
- If your order is just for Pre-order items, payment will be taken as soon as the first item is ready to ship out.
(Please note that your bank may 'reserve' the pre-order amount but will not charge until stock is available. You will be able to cancel any order 'awaiting release' via your Order History page. We aim wherever possible to have all pre-order items in our warehouse ready to ship out in the week preceding release .
If you are paying via PayPal, payment will be taken at the point of order.
I have received an email notification that my payment for a pre-order has failed. What shall I do next?
If you have received this email then it unfortunately means that your card details have failed. If you are a member then please login to your account and update/re-confirm your payment details; your order should update by the next day. If you are a guest then unfortunately your details aren't able to updated so your order may be cancelled. If you need to update billing details or have any other questions regarding payment then please contact email@example.com
As an EU based customer, how do the VAT changes on 1 July affect my order?
On 1 July 2021, the EU introduced new VAT e-commerce rules to ensure fair competition for EU businesses and reduce the VAT losses resulting from the importation of low value goods. The rules abolish the VAT exemption for imported goods below EUR 22 as of 1 July 2021. This means that you will now have to pay VAT on all purchases even if they are less than EUR 22. You may also have to pay a handling/administration fee charged by the courier. We're currently working on developing our website to take these changes into effect.
What delivery options do you offer in the UK?
We offer tracked and non-tracked shipping options for customers in the UK. All our delivery options for the UK are with Royal Mail and tracked shipping must be selected for orders over 300g (and up to 15kg).
What delivery service do you use for international customers?
We use Royal Mail Tracked International for small and medium sized shipments and TNT for orders over 2kg (and up to 15kg).
Can I track my order?
Tracking numbers are included with dispatch notifications where applicable. For any issues, please email firstname.lastname@example.org with your order number(s) and we'll assist as soon as possible. All international orders are tracked while the UK has tracked and non-tracked options.
Do you deliver to PO Boxes?
We don't deliver to PO Boxes or Packstations so please use an alternate delivery address when confirming your order.
How are the P&P costs worked out?
P&P costs are based on the weight of your order, the delivery method you have selected and the international zone to which the delivery is being sent that is provided by our delivery partners.
Can you group my orders together?
Orders will ship out individually and cannot be grouped/combined after they're confirmed.
I ordered a title from you a while ago and have had no delivery?
For any post-sale enquiries please contact email@example.com but be aware that delivery times are dependent on location and the mail service. Non-tracked deliveries are expected to be delivered to the UK in 2-5 business days, UK tracked deliveries are normally within 2 working days. Orders will normally arrive in 5 working days to Europe and in 8 working days to the rest of the word. Please note that during busy sale periods, orders can unfortunately take longer to arrive; thank you for your patience and support.
How do I cancel an order?
Once your order has been confirmed for stock items, orders will normally be processed after 1 hour but they can be processed quicker. Members can cancel stock item orders in their account before they're transferred to the distribution centre but there is a short timeframe on this. If you're unable to cancel your order via your account then please contact firstname.lastname@example.org and we'll attempt to cancel your order as soon as possible although please note there is no guarantee we'll be able to cancel your order.
If the order status reads 'Dispatched' or 'Part Dispatched' it will not be possible to cancel your order. Orders 'Awaiting Dispatch' or any other status may still be able to be cancelled by contacting email@example.com but they are likely being prepared for shipping.
Upon any successful cancellation, any payments received by us will be fully refunded, and you will receive an email notification that your order has been cancelled.
How do I cancel a pre-order?
Members can cancel pre-orders from within your account. For guest pre-orders or any cancellation questions then please contact us at firstname.lastname@example.org
I tried to cancel my order but the order status reads your order cannot be cancelled. What should I do next?
Unfortunately, it is not possible to cancel your order as your order has been processed at our warehouse and is on its way to you! Please see our Returns FAQ for questions about returning your product.
What is your returns policy?
All our products come with a 14-day return policy (cooling-off period) in accordance with Distance Selling Regulations. If for any reason you are not satisfied with the product(s) you have bought, please contact us to discuss. Items must be unused in their original packaging for a refund to be optional.
This return policy period starts from the day after you receive the goods. We cannot accept any returned items that are unwrapped. Please contact email@example.com before any return, otherwise we won't be able to action a refund without the necessary documentation raised.
Please note that any cost of returning unwanted goods is the responsibility of the customer, both in the UK and internationally.
In order to obtain a refund or exchange on any buy one get one free, bundle promotions and offers that include a free item with purchase, the whole order needs to be returned.
My product arrived damaged, what should I do?
If you ordered directly from us, please send order details and photos to firstname.lastname@example.org and we will get back to you as soon as we can to help resolve the situation. If you purchased from another retailer, then please contact them directly.
My product has developed a fault, what should I do?
Please send as much detail surrounding the fault into email@example.com and we'll investigate but note that any faults must be raised to us in the first 6 months after your purchase.
What do I get from my membership?
Membership with us gives you the ability to be able to manage your orders and details (add or amend addresses, amend personal details or view your full order history). It also lets you earn reward points, please view the REWARD POINTS FAQ for more details. Furthermore, it currently gives access to exclusive content such as booklet PDFs for Arrow Video and Arrow Academy titles.
How can I cancel my membership/delete my account?
You can cancel your membership at any time on the My Account webpage. You will receive an email notification that your membership has been cancelled.
Which PDF booklets are available to members on the website?
All these booklets are available download on their respective product pages (unfortunately booklets aren't available to download on inactive titles).
How do I earn points on my online purchases?
To ensure that you receive points for your purchases, please ensure that you are logged into your account. We will automatically add points to your account when making purchases online. Please note that any orders placed as a guest are not eligible for retroactive points once you sign up as a member.
For every £1 you spend, we give you 10 points (this excludes sale items). Each product listing states how many points you are awarded once purchased and also how many you'd need to buy that item solely using points.
My order is confirmed, where are my reward points?
Any reward points for eligible items will be awarded to your account when an order has been fully dispatched.
What can I do with my reward points?
Every 100 points equates to £1 off an order and any amount of accrued points can be used for a discount at checkout. Please note that points can only be used against applicable items and cannot be used against delivery charges.
Do I get reward points for purchasing sale items?
Unfortunately reward points are not awarded for purchasing sale items, you will see REWARD POINTS REWARDED 0 on the product pages of sale products. You will still get reward points on all non-sale Arrow items at all times.
Can I use reward points to purchase sales items?
Yes, you can use your accrued reward points to buy most sale items and any other purchasable products on our site. Third party titles, i.e. those from Second Run and Third Window are excluded. Unfortunately reward points cannot be used in BOGOF promotions at this time.
How do I book a film to screen/showcase?
Please contact our theatrical team through firstname.lastname@example.org to find out more about screening our films for a one-off performance or for an extended period of time.