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About Us

Welcome to The Entertainment Store - the fastest growing Entertainment E-tailer on the Marketplace, and the home of New Releases and Pre-order on Blu Ray and DVD.

Since we started trading in March 2013 we've been working closely with the biggest and best names in Home Entertainment. All of our product is distributed to you directly from the Studio warehouses so the product is guaranteed as authentic and of the highest quality. What you see on screen, is what you get!

We really appreciate your feedback, so please tell us how we're doing, but most of all, "Happy Shopping".

Returns

Here at The Entertainment Store we want you to be 100% happy with your purchase, and we'll do everything we can to make sure you are.
If you would like to return a product to us, please email us directly at play@theentertainmentstore.co.uk


Frequently Asked questions:

Here at The Entertainment Store, we hope you'll be delighted by our products and service but in the unlikely event that you wish to return an item purchased from us we'll endeavour to deal with the issue with minimum fuss and as quickly as possible.


I have received my item but I no longer require it?

If you are unhappy with your purchase you can return it to us within 28 days of the item being dispatched to you for a full refund, including any postage charges we have made to deliver the item to you. Please note that DVDs, CDs, Blu-Rays, Games and other video and audio recordings, computer software and games which have been opened or have had their shrinkwrap removed are not eligible for return.


I have received an item that I didn't order

Oops. Our mistake! You can return your unwanted item to us within 28 days of the item being dispatched to you for a full refund, including any postage charges we have made to deliver the item to you. We will also refund the cost of returning the item to us.


I have received my item but it's damaged / faulty. What should I do?

If your item has arrived damaged or is faulty then we will endeavour to put this right as soon as possible, either by sending a replacement item to you or refunding your account. If we ask for the item to be returned to us, then The Entertainment Store will pay for the cost of the return either via a pre-paid label or reimbursing you for reasonable shipping costs.  In the unlikely event that your order is received damaged or faulty all you need to do is contact us within 28 days of the item being despatched to you and will provide you with the relevant returns information.


How do I return an item?

To arrange a return please contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why.

We will then issue you with the Returns address, specific to that item, along with your unique Returns Authorisation (RA) number.


When will I receive my refund/replacement?

We will process your refund / replacement as soon as your item is received back into our warehouse. Replacements are subject to availability and if not available a refund will be given instead.



Orders

Here at The Entertainment Store we want you to be 100% happy with your purchase, and will do everything we can to make sure you are. We've pulled together a list of Frequently Asked Questions below - if your question is not answered below, then please contact us and we'll be happy to help.


Frequently Asked questions:

How will I know when my order has been despatched?

You will receive an email from Play to confirm that your item has been sent. Our aim is to have all items despatched within 1 working day. Our warehouses can dispatch items up to 11pm each day, so we confirm your order has been shipped shortly afterwards.


Can I change the delivery address on my order?

For security reasons, once an order has been placed we are unable to change the delivery address.


How do I make a change to my order?

Please make sure you check your order carefully before submitting as these details cannot be changed once you have clicked 'Place Order'.
Always double check your order confirmation to make sure all the details are correct.
If you would like to cancel your order please contact us and we will endeavour to have the order removed from our system as a matter of urgency. Please note that this may not always be possible due to processing times and our commitment to a speedy dispatch from our warehouse.


Deliveries

Here at The Entertainment Store we want you to be 100% happy with your purchase, and will do everything we can to make sure you are. We've pulled together a list of questions about "Orders" that will help you understand our "Delivery" service better.

If you would like to return a product to us, please either email us directly or click on Contact Us.


Frequently Asked questions:

Do you ship to anywhere outside of the UK?

We ship to most countries - for details please check the individual listing. Please note that all of our items are from the UK and may not be compatible with your DVD or Blu-Ray player.


How long will it take for my order to be delivered?

As soon as your order is despatched from our Warehouse you will be sent an email to confirm that it's on its way. From that time we would expect you to receive your order within 3-5 working days for our free UK deliveries and within 1 working day if you use our express delivery option. International deliveries will take longer.

Note that in the case of Royal Mail they will not deem a parcel to be lost until it has been in the postal system for a period of 14 calendar days has passed. Although it is highly unlikely deliveries will take this amount of time we are unable to despatch a replacement or issue a refund until this period of time has elapsed. If you have ordered a large item that won't fit through your letterbox, please check that your local post office is not holding it for collection.


Do you charge for delivery?

No, delivery within the UK is free on all items via our standard service. For Express delivery in the UK and international orders, we do make a charge in order to cover our increased postage costs. Please check the listing page for full details.


What do I do if I have not received my order?

Should your order not arrive within the estimated time (please see 'Once my order has been dispatched when will I receive it?') please contact us so that we can class the item as 'Lost In Post' and investigate with the delivery company. What do I do if I have not received my order?
Please remember that we cannot investigate any missing orders until 14 calendar days have passed for UK deliveries.
We ask that you ensure you report any items not received within 40 days of dispatched as after this time we may not be able to replace or refund your item.


One of the items is missing from my order. What do I do?

We hold so much stock we can't fit in 1 warehouse, so you may find that if you order one or more items they may be delivered individually.
Please contact us and we will resolve the matter as quickly as possible.


What happens if I am not at home to accept my delivery?

Most of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox.
In the event that you have ordered a product which will not fit through your letterbox, and you are not in to take delivery, then the postal service will follow their usual procedure. This usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office.
For items attempted for delivery by a courier service they will also leave a card and allow you to arrange for redelivery or collection.


Do you deliver on Bank Holidays?

Bank Holidays are not classed as working days so we don't include these in our estimated delivery times. In this instance you should expect delivery on the next working day.


How will you package my order?

All of our items are sent out in cardboard mailers or boxes (depending on the size of the item), which are recyclable in most areas.