FAQ

When will my order be despatched? 

We aim to despatch orders within 3-7 working days (Monday-Friday). If you have ordered any future releases with an in stock item, orders will be held until the pre-order item becomes available.To receive in-stock items sooner, we recommend placing a separate order for pre-order items

Pre Orders

• If an order contains in-stock items and/or multiple pre-order items with different release dates, the order will ship once the final pre-order item becomes available. We recommend placing separate orders if you’d like items shipped sooner.

EU/IOSS

• We are IOSS registered, meaning orders shipped to the EU valued at €150 or less will not incur import fees. Orders above this threshold may be subject to charges upon import.
  We now ship to EU countries using DDP (Delivered Duty Paid) shipping. This means that import duties are covered by the supplier, so there should be no additional charges when your order is imported. However there are some countries in the EU that are not included in this as they are not accepting DDP. At the moment the countries are Poland, Croatia, Czech Republic, Hungary and Slovenia. Th VAT via IOSS has been paid, but any other duties we are unable to pay. This may change going forward.

How do you despatch orders?

• • • • • Domestic Shipping (UK) is free. There is no available tracking. 
        • UK orders are sent by using Royal Mail second class mail.
        • If a parcel has not arrived, we do ask you check with your local sorting office before contacting us.
        • For UK please allow up to 14 working days (Monday to Friday) for your parcel to arrive.

    • • International Shipping.

      Orders are sent via Royal Mail. Certain countries are sent by tracked delivery.You will receive an email with the tracking number when the order is despatched 

      • For Europe please allow up to 25 working days (Monday to Friday) for your parcel to arrive.
      • For ROW please allow up to 30 working days (Monday to Friday) for your parcel to arrive
      • We will not issue replacements or refunds until after this time has passed.

• When do you charge for my order?
• • • • Payment is taken straight away for all orders (including pre-orders) via Worldpay.

  
  How do I cancel my order, or a part of my order?

  • • • Please contact us by email on customer@eurekaentertainment.co.uk so that we’ll cancel the relevant product(s), and issue a relevant refund.

  
  My order has not arrived.

  • • • Please contact us in the first instance on customer@eurekaentertainment.co.uk.

  
  How do I return a product I’ve received?

  • • • Please contact us on customer@eurekaentertainment.co.uk with further details. Is the product faulty or damaged, for example?

  
  There is a problem with my order – for example, one of the discs is faulty.

  • • • Please contact us in the first instance on customer@eurekaentertainment.co.uk with more details about the issue.

  
  What are your office hours?

  • • • We are open Monday through to Friday 9:00am to 5:00pm, except UK bank holidays.

  
  DVD Regions

  • • Blu-ray – Region B
    • UHD – Region Free

  
  Order Retention

  • • Please note we keep approximately eighteen months of order history online