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.

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. 

      • 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