Q. 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.
Q. 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 firstname.lastname@example.org and we will endeavour to assist.
Q. Do you still deliver to the UK?
Our domestic Royal Mail and Hermes services continue to run as well as possible, we will post any updates when we have them.
Q. Do you still deliver internationally?
All international orders above 2kg will ship with DHL and remain unaffected at this time. For all other international orders we use Royal Mail Tracked International, please see the following latest information from Royal Mail:
May 22 - International Services Country Suspensions
Q. 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 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.
Are your DVDs and Blu-rays region coded?
Yes, all our DVDs and Blu-rays are region coded. Please make sure to check this before making a purchase.
- 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
- 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, rest of world
Do you sell US titles directly from your website?
All our titles are UK releases and are therefore subject to BBFC certifications. If you would like more information about a certain title, please make sure to contact us before making a purchase.
Q. When can I expect my order to be dispatched?
A. Provided the items are all in stock and, 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.
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 email@example.com to speak to our Customer Service Team although please note that orders will take longer to arrive internationally. We endeavour to ship pre-orders in the week before release date (providing they are the only title on the order)
Q. Can I pre-order various titles in one order?
A. 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.
Q. Can I add items to my order?
A. No, unfortunately we cannot add items to confirmed orders.
Q. Can I combine orders?
A. We cannot combine orders after they're confirmed.
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 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.
Q. Why can't I enter my address as I'd like?
A. 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.
Q. Has my BOGOF order cost been calculated incorrectly?
A. 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.
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. What delivery options do you offer in the UK?
A. Royal Mail Large Letter (up to 300g) Hermes Packet Tracked (up to 2kg) Hermes Parcel Tracked (2kg-15kg)
Q. What delivery service do you use for international customers?
A. We use Royal Mail Tracked International for small and medium sized shipments and both DHL and DPD for larger orders.
Q. Can I track my order?
A. Tracking numbers are now included with dispatch notifications. For any issues, please email email@example.com with your order number(s) and we'll assist as soon as possible.
Q. Do you deliver to PO Boxes?
A. We don't deliver to PO Boxes; we recommend delivery to home/work addresses for greater security. We also don't recommend delivery to Packstations.
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 the Channel Islands), EU, Rest of Europe, Rest of World.
Q. Why have my orders been sent together?
A. If multiple orders are received to the distribution centre at the same time for the same address then they can ship together. Please wait until orders have dispatched before placing a new order if you need them to ship separately, we cannot refund any fees/customs charges incurred. Due to being predominantly calculated on weight, we cannot refund partial postage costs when orders are combined.
Q. I ordered a title from you a while ago and have had no delivery?
A. For any post-sale enquiries please contact firstname.lastname@example.org but be aware that delivery times are dependent on location and the mail service. Standard deliveries are expected to be delivered to the UK in 2-5 business days. Tracked deliveries are normally within 2 business days in the UK and 1-2 weeks internationally. Please note that during busy sale periods, orders can unfortunately take longer to arrive. Please wait 2 weeks before contacting us if all your items are not delivered together as your goods may arrive on separate days dependant on stock availability.
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 for stock items, orders will normally be processed after 1 hour.
- 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. Orders 'Awaiting Dispatch' may still be able to be cancelled by contacting email@example.com but they will likely be picked, packed and ready 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.
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 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 firstname.lastname@example.org 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 goods is the responsibility of the customer.
Please note that 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.
Q. My film arrived damaged. What should I do?
A. If you ordered directly from us, please send us details and photos to email@example.com and we will get back to you as soon as we can. If you purchased from another retailer, such as Amazon or Zavvi, then please contact them directly.
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.
Booklets only come with the first pressing of films, but you also able to access certain booklets on the product pages of our website. Currently, we have around 30 titles with online booklets and we are planning to add more in the near future.
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. Which PDF booklets are available to members on the website?
Unfortunately booklets aren't available to download on inactive titles.
Q. 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.
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 Arrow 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 most sale items and any other purchasable products on our site apart from third party titles: Second Run and Third Window. Unfortunately reward points cannot be used in BOGOF promotions at this time.
Q. Can I use reward points combined with a discount code?
A. No, you must choose whether you want to use a discount code or redeem points when confirming your order.
Q. I would like to suggest a title to release, 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 Please note that we cannot reply from this address.
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