Q. Why a new website?
A. This site has been long overdue. Our old site was functional, but we recognised it was out-of-date and needed a refresh in terms of design and functionality. Our aim has been to design a site to allow for a much better browsing and purchasing experience as well as being able to add our full range of product from our Arrow Films and Arrow TV ranges, plus also give us more control on managing Customer Orders so that we can provide much better Customer Service.
Q. I’m an existing customer, how do I access my old account / Reward Points / order history?
If you had an account with our old site, you will be able to re-register with the email address you used on the old site. Simply visit the Reset Password page, enter your email, and wait for the automated email to send you a link to a page to reset your password. Once you have done this, you should be able to login and view your Legacy Orders and Reward Points balance on the My Account page. In this area you can create new addresses, amend Personal Information and create and send Wishlist to friends. You will also receive 100 free Reward Points for re-registering.
Q. I’m having trouble registering with my old email - what do I do?
If you are having issues, please send us an email at email@example.com, providing any details you can about your old account (name, membership number etc). We have archived all the old records, so we should be able to set you up fairly easily.
Q. I don't seem to have the same Reward Points balance?
A. We have archived all records, and it should all match into this new site. If you think that we have not fully imported all your correct details, please email us at firstname.lastname@example.org with as much information as you can provide, and we will look into it for you.
Q. I’m a new customer, how do I register?
To register, simply go to the Login page and enter your details. Signing up to a Free Membership gives you 100 free Reward Points, plus allows you access to some limited PDF booklets for certain older titles and will entitle you to forthcoming Membership offers. We are looking to expand the Membership scheme in the future to offer more exclusive items, Membership offers and much more.
Q. What if I see an error on the new site?
Whilst every care has been taken to launch this new site without error, there will undoubtedly be one or two gremlins. If you spot any issues, or any inaccuracies with our Product listings, please email us at email@example.com and we will look to get it fixed straight away.
Q. When can I expect my order to be dispatched?
A. Provided the items are in stock and your order is received before 2pm, your order will be dispatched within 2 working days. If your order contains some pre-order items, or items that are awaiting stock, these will be held until they are received into the warehouse and the order will be shipped together unless you have requested to split your delivery.
Q. What is split delivery? How does it work?
A. We now offer the ability to split your order into two dispatches. 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 on the Shipping Address page of 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.
Q. What do I do if I have not received a pre-order product by the nominated release date?
A. If you have not received your pre-order item please contact firstname.lastname@example.org to speak to our Customer Service Team.
Q. Do you sell any NTSC compatible/Region 1 DVDs?
A. 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.
Q. Can I order bulk quantities of titles?
A. Yes, you can bulk order buy any of our titles, if you require assistance please contact email@example.com. 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.
Q. What delivery options do you offer?
A. We offer both Standard delivery and Tracked delivery on most orders (some larger orders over 5kg to be sent outside the UK will only be able to be sent by Tracked delivery). You can select your preference on the Shipping Address page of the checkout page.
Q. Can I track my order?
A. As above, your order can be tracked if you have selected Tracked shipping, and your tracking details can be obtained by emailing firstname.lastname@example.org. If however, you have selected Standard Delivery, we will not have any tracking details to give out.
Q. How are the P&P costs worked out?
A. P&P costs are based on the weight of your order, plus the delivery method you have selected and the Zone to which the delivery is being sent. There are four postal zones: UK (and Channel Islands), Europe, World Zone 1 (including the US and Canada), and World Zone 2 (including Australia).
Q. Is there still free shipping on all orders over £50?
A. We have now removed this offer, although we have made every effort to ensure that we have kept our P&P costs as low as possible, whether Standard or Tracked delivery is chosen.
Q. I ordered a title from you 5 days ago and have had no delivery?
A. For any post-sales enquiries please contact email@example.com, but please be aware that delivery times are dependent on location and the mail service.
Q. What payment methods do you use?
A. Payments for goods on our online shop can be made via World Pay and PayPal. World Pay is our primary payment provider - please visit their website (http://www.worldpay.com/uk) for information on their terms and conditions. World Pay accept all card types including American Express. PayPal is our secondary payment provider and if payment is taken through PayPal then payment will be taken immediately upon completion of the order.
Q. When will payment be taken?
A. If you have paid via World Pay, payment will be taken as soon as stock is available;
- 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.
(NB, your bank may 'reserve' that amount but will not charge until stock is available. You will be able to cancel any order awaiting payment via your Order History page. We aim wherever possible to have all pre-order items in our warehouse ready to ship out 7 days before release date).
If you are paying via PayPal, payment will be taken as soon as the order is made.
Q. I have received an email notification that my payment for a pre-order product has failed. What shall I do next?
A. If you have received this email it means that for some reason the payment method used has failed. You will not need to start the order again. Simply follow the instructions in the email to change your payment details or go to your My Order page. We will then try again to take payment from the new card details provided.
Q. How do I cancel an order?
A. It is possible to cancel an order dependent on the order status on your My Account page. Once your order has been confirmed, orders will normally be processed after five minutes.
- If your order status shows as having not been processed, it is possible to cancel your order straight away.
- If the order status reads Dispatched or Part Dispatched it will not be possible to cancel your order.
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.
Q. I tried to cancel my order but the order status reads your order cannot be cancelled. What should I do next?
A. 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 FAQS for any queries about returning your product.
Q. What is your returns policy?
A. All our products come with a 7-day return policy (cooling-off period) in accordance with the Distance Selling Regulations. If for any reason you are not satisfied with the product(s) you have bought, please return to us, pre-packaged and preferably recorded delivery for a full refund.
This return policy period starts from the day after you receive the goods. We cannot accept any returned items that are unwrapped. Please contact firstname.lastname@example.org before any return, otherwise there might be a delay to your refund.
Q. My film arrived damaged. What should I do?
A. If you ordered direct from us please contact email@example.com and we will get back to you as soon as we can. If you purchased from another retailer, such as amazon.co.uk, then please contact them direct.
Q. One of my booklets is lost / damaged. Can you send me a replacement?
A. Unfortunately, we do not create additional copies of booklets so will be unable to send you one.
Q. What do I get from my Membership?
A. Membership on this site gives you the ability to be able to control your account (add or amend Shipping or Billing addresses, amend Personal details or view your full Order History). Membership currently gives access to some limited content (such as PDFs of some of our original and now out-of-print, booklets for Arrow Video and Arrow Academy), and we are looking into ways to provide even more Membership benefits over the coming months.
Q. How can I cancel my membership?
A. 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.
Q. I would like to suggest you release a certain film, who can I talk to about this?
A. We welcome suggestions and we have a dedicated contact address for this, please contact: firstname.lastname@example.org.
Q. How do I book a film to showcase privately?
A. Please contact our Theatrical Team through email@example.com to find out more about screening our films for a one-off performance or for an extended period of time.
Q. Who do I contact regarding press / promotional matters?
A. Please contact our Press Team at firstname.lastname@example.org
Q. My order is confirmed, where are my reward points?
A. Any reward points for eligible items will be awarded to your account when an order has been fully dispatched.
Q. Do I get reward points for purchasing sale items?
A. No, reward points are no longer awarded on sale items in sales periods. However, we have looked to keep prices as low as possible to balance this, and you will still get reward points on all non-sale items at all times.
Q. Can I use reward points to purchase sales items?
A. Yes, you can use your accrued reward points to buy sale items and any other purchasable product on our site.