Frequently Asked Questions
I have changed my mind and would like to cancel/make changes to my order.
To ensure that our customers are presented with the highest level of customer service, all of our systems are fully automated. This means that, once placed, your order is likely to have been actioned within an hour and have already entered into the final stages of dispatch. As a result of this it is not always possible to cancel or amend an order in any way. However, please do contact us immediately and we will endeavour to try our best to help. If your order is dispatched, you may return it to us for a full refund providing that the item(s) is in a brand new and sealed condition.
I have a question about an item I would like to order, what should I do?
If you would like to know more about a product we sell prior to placing an order, please send us an email to firstname.lastname@example.org ensuring you include a link to the product or its respective ISBN/EAN number and any other relevant information that will help us to assist you.
I cannot find my order number, can you find my details another way?
We may be able to find your order with your email address. However to ensure a speedy resolution please provide us with the dispatch number on the invoice included with the order. This can be located beneath the barcode in the bottom right hand corner.
When will my account be charged?
Due to the nature of our business we do require immediate payment. We are unable to reserve stock or action orders without immediate payment.
What payment methods do you accept?
The only method of payment we can accept is that made via Play. We are unable to accept payment by cheque or postal order. We cannot accept payments made over the phone.
I have placed a pre-order when will I be charged for this?
In the case of pre-orders we will not charge you for the item until it is dispatched. You may cancel this order up until we request payment, to do this you will need to visit the 'My account' section of your Play account.
Can you lower the price of an item?
We aim to be competitive and price our items as low as we possibly can. Regrettably we are unable to reduce our prices any further.
I pre-ordered an item and now the price has decreased, will you price match?
When pre-ordering an item you agree to the price shown at the time of purchase. Regrettably we are unable to offer a price match. Speedyhen reserves the right to adjust pricing in line with commercial decisions.
Will I receive my pre-order on the release date?
We aim to dispatch pre-ordered items in advance of the release date to ensure their arrival on or shortly after this date. However, due to licensing restrictions this isn't always possible and your order will be received slightly after the official release date.
I need to receive this item quickly, do you offer any upgraded shipping services?
We're pleased to annouce that we now offer both Royal Mail First Class and TNT Express delivery options. Just select which you would prefer at the checkout.
What do I do if I haven't received my order?
In the unlikely event that your order does not arrive by the stated delivery date in your confirmation email, please contact us via email@example.com ensuring you include your order number for the purchase. We aim to respond to all customer queries within 24 hours, however during peak times (Christmas and public holidays) this may not be possible.
My order is showing as 'Sale pending', what does this mean?
If this is shown on your order you will need to contact Play directly to determine the issue. Unfortunately this means the order has not come through to us and we are unable to action or cancel it. This could be a payment related issue or the order may be being held by Play for other reasons.
What do I do if I have received a faulty product or the wrong item?
If upon inspection your order contains a material fault/defect or you receive an incorrect item, please contact us via firstname.lastname@example.org . To ensure a speedy resolution please enclose the following:
- You order number
- Images of any faults/defects - this helps us to quality checkour remaining stock
- ISBN/EAN numbers of incorrectly recieved item(s)
Once received we will endeavour to investigate the problem.
What do I do if I receive a damaged item?
In the unlikley event that your order arrives damaged please accept our apologies. In order to investigate the issue promptly please contact us within seven days upon receipt or your order via email@example.com Please ensure you provide us with your order number and images of the damaged item:
- Images must depict the damage caused
- The image(s) you send us must also include the packaging the items arrived in including the delivery note.
This helps us to investigate and resolve your complaint as quickly and efficiently as possible and also helps us to identify areas where our services can be improved.
Do you accept returns?
Here at Speedyhen we want you to be 100% satisfied with your purchase. If you're not satisfied simply return the item(s) within 30 days for an exchange or refund:
For a refund or exchange the items need to be returned:
- In their original conditions; ideally in the original packaging provided
- To the correct returns address provided below
- Within 30 days of receiving the item(s)
- With a copy of the delivery invoice (Included by us within the package when dispatched)
- CDs and DVDs must be returned with their holographic seal or shrink wrap intact.
- Any other item must be returned in a new condition with its original packaging and accessories.
We recommend you use a registered mail service that includes insurance for your returns as we cannot refund items not received.
If the reason for return is due to the item being damaged and you have contacted us regarding this prior to returning the item, your return postage costs will be refunded. However, if returning without advising us then restocking fees may apply and you will need to cover the cost of return postage. Return postage costs will not be provided for customers returning items no longer required or ordered in error.
What you need to do (returns procedure):
1) Make a copy of the order receipt or order number, name, email and delivery address. Tell us briefly why you are returning the item(s) and whether you require a replacement or a refund.
2) Enclose the above within the package and use the returns address sticker included on your delivery invoice (bottom right corner)
3) Post your item(s) back to the following address:
PO BOX 48
Once we receive the returned order we will notify you and either a replacement will be sent or a refund processed through Play.
Speedyhen reserves the right to refuse delivery or charge a restocking fee for any order returned after 30 days.
Will this play in my DVD player?
As a UK based company, all of our DVDs are region 2 (region B for Blu-ray) unless otherwise stated on the respective listing. Please see below for more information regarding region coding:
Region 1 DVDs are suitable for use in the following countries:
Bermuda, Canada, United States and U.S. territories.
Region 2 DVDs are suitable for use in the following countries:
Europe (Excluding Belarus, Russia and the Ukraine), Egypt, French Overseas departments and territories, Greenland, Japan, Lesotho, Middle East, South Africa.
Region 3 DVDs are suitable for use in the following countries:
China, Southeast Asia, South Korea, Taiwan (Hong Kong, Macau).
Region 4 DVDs are suitable for use in the following countries:
Australia, Caribbean, Central America, Papua New Guinea and much of Oceania, Mexico and New Zealand.
Region B (Blu-ray):
Includes most European and Middle Eastern countries, all of Africa, Australia and New Zealand.
Can you send me photos/scanned images from inside a book?
Due to copyright restrictions we are unable to provide you with any additional images or content from inside our items.
I'd like to keep up to date with all the latest Speedyhen news and product announcements. How can I do this?
The quickest and easiest way to do this is to follow us on our official Facebook and Twitter accounts. Just seach from 'Speedyhen' and you'll find us!
Have a suggestion for another question you'd like answered here? Send us your suggestions to firstname.lastname@example.org