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Frequently Asked Questions
1. How much is post and packing?
We charge £1 P&P per DVD.
If you order 4 or more DVDs, P&P is completely free. (UK Only)
2. How long are your DVDs?
Our productions average a minimum of 55 minutes (approx).
3. When will I receive my DVDs?
All orders placed before 1pm are dispatched the same day or next day by first class post.
Orders of 9 DVDs (or more) are sent by courier.
During busy seasons, we aim to send out all our orders the same day.
It is our policy that all orders are dispatched within 48 hours.
4. Can I change my order?
If your order has not been sent out, we will be happy to change it for you. Please call us to discuss.
If your order has been sent out, please return it by first class post. Upon receiving the original DVDs, we will dispatch your revised order.
5. Can I cancel my order?
Your order can be cancelled at any time. However, if your consignment has been sent it must be returned in mint condition before a full refund is issued. Please note that all orders can be returned within 7 business days. After that period, we regret that we cannot accept returns.
6. Where is my order?
All orders are dispatched within 48 hours. During busy seasons, especially in the period prior to Christmas, Royal Mail delivery times can be affected.
If you have not received your order within 3 days of placing it, please call us.
7. I have received the wrong item.
Please call us to arrange replacement. We will refund the postage for the returned items and apologise for any inconvenience caused.
8. Part of my order is missing?
If we are awaiting a re-stock of any items, we will normally include a compliments slip stating that your remaining items will arrive separately. If this has not been included, please phone us.
9. The DVD I received is broken.
All our DVDs should arrive in shrink wrapped boxes in mint condition. Very occasionally, DVDs can be damaged in transit. Please notify us within 7 days of receiving the item. Upon receipt and inspection of the damaged goods, we will issue a replacement.
10. The DVD I received will not play properly.
1. Is your machine set to Auto or PAL? PAL (UK/Australia) format discs will not generally play on NTSC machines, but the majority of PAL machines will play NTSC discs, particularly if they are Region 0 (all our discs are Region 0).
If an NTSC disc will not play in your PAL player, consult your DVD manual to set up the machine from PAL mode to AUTO.
If you have a computer with a DVD drive, then all our discs will be compatible (ie PAL discs will play in North American computers)
2. Please check the condition of the disc. If the DVD is loose in its box the playing surface may have become scratched.
3. Avoid touching the playing surface with your fingers – fingerprints can cause the disc to stop playing. Always hold the disc by its edge and/or by inserting your finger into the centre hole. If you need to clean the disc, please wipe gently with a lint-free cloth from the centre of the disc to the edge.
4. If the disc does not play, eject the disc, turn off your machine, wait 30 seconds, then turn on and insert the disc again. If this doesn’t improve matters, remove the disc, unplug your machine, wait for a minute, and try again.
5. Some DVD recorders, particularly Panasonic Recorders, can be fussy with certain discs. Please test the disc in a different make of machine (or computer DVD drive).
6. Your DVD player, especially if it is more than a year old, may require its laser lens to be cleaned. You can purchase DVD lens cleaners from your local dealer or the internet. They take the form of a DVD disc with a fine brush attachment which cleans the lens as it plays. They are simple to use and come with complete operating instructions.
7. If you still have problems, please return the disc and we will send you a replacement. Let us know the problem you had and the make and model of the machine in question. Further information about your DVD player may be available from the manufacturer or the internet.
11. How do I return an item?
If you DVD is faulty, please send it by post to Independent Studios UK, Henderson Business Centre, Ivy Road, Norwich NR5 8BF
Please include a covering note saying what the problem is with the item.
12. What happens if I purchase a DVD for somebody and they already have it? Will you take it back?
We operate a 7 day returns policy. However, during Christmas we extend this and offer refunds or exchanges on DVDs providing they are returned by 14th January. This is subject to our full Returns Policy which can be viewed under our Terms and Conditions.
13. Can we visit your premises and purchase DVDs directly from you?
Regrettably we are not equipped to sell from our premises. If you wish to purchase a copy directly, call us for the location of your nearest retailer.
14. Will you share my information with other companies?
No – your details will remain strictly confidential.
We do not share your information with any other company. Please see our Privacy Policy for further information.
15. Can I send these to my friends or relations in America?
Yes, but they will only play on computers (Most computers come with a DVD player as standard)
This is because TVs in the USA are not normally compatible with British DVDs. However, one of our titles, On Eagles’ Wings –The American Air Force in WWII in Color is available in NTSC, which is the format used in America. All our discs are region free (Region 0)
16. I have impaired hearing. Are your DVDs subtitled?
Regrettably, our DVDs are not subtitled. However, we would be happy to supply you with a copy of the original script to accompany your DVD.
17. I am blind/have limited eyesight. Do you DVDs carry a sound guide explaining the content?
As our productions do not receive grant aid or public finance, we cannot supply sound guides at this time.
18. What cards do you accept?
We accept all major credit and debit cards.
19. What currency do you use?
Sterling
20. What are your office hours? When can I phone?
9am – 6pm Monday to Friday. If you wish to leave a message on our answer-phone please do so and we will call back
21. Can I pay by any other method?
We accept cheques - please make them payable to “Independent Studios UK Ltd” (NOT to the East Anglian Film Archive) and send them to Independent Studios UK, Henderson Business Centre, Ivy Road, Norwich, NR5 8BF.
22. Can I visit and pay by cash?
Regrettably we are not equipped to sell from our premises. If you wish to purchase a copy directly, call us for the location of your nearest retailer.
23. What if I bring the exact amount to your office? I live nearby/am visiting Norwich.
We are not near any high street banks, so depositing cash is inconvenient.
24. Is it safe to order online?
Yes it is. Our site is encrypted with SSL bit technology. All financial transactions are handled through HSBC’s payment gateway. We do not retain your card details on our web shop.
25. Do I have to order online?
There are other ways to order – you can call us on 01603 251744 or send a cheque payable to “Independent Studios UK Ltd” (NOT to the East Anglian Film Archive) care of Independent Studios UK, Henderson Business Centre, Ivy Road, Norwich, NR5 8BF.
26. When will I be charged?
Cheques are banked within 48 hours of receipt. Your card will be charged prior to your DVD being dispatched.
27. How will the payment appear on my bank statement?
Independent Studios UK
28. Do you sell gift vouchers?
At present we do not, but we have plans to offer this service in the near future.
29. Are all your DVDs in stock?
Yes – our website will note if an item has sold out
30. I need more information about what is in your DVDs
Please call us to discuss this on 01603 251744
31. Do your DVDs contain archive film?
Yes, all of our DVDs use original archive film footage.
32. Do you sell on VHS?
No – VHS is an obsolete format. As a result, manufacturing costs are simply too high and there is very little demand for it. Basic DVD players can be purchased in some high street outlets for as little as £20.00
33. How much will posting and packing cost?
£1 per item. If you order 4 or more DVDs, post and packing is free.
34. Can I pick up my order from your warehouse?
Regrettably we cannot allow members of the public into our warehouse premises.
35. How long will it take for my order to arrive?
All orders are dispatched within 48 hours by first class post. Large orders of 9 DVDs or more may be sent by a next day courier service.
36. When is your last order date before Christmas?
The last order date for Christmas is Friday 18th December 2009. Orders placed online, by phone or by mail after this date may not arrive before Christmas.
37. I've missed the last order date for Christmas delivery. Is there an alternative delivery option to ensure I receive my order by Christmas?
We can arrange a courier delivery, however this will significantly increase the delivery costs. If you would like to place an order using this service, please order by phone on 01603 251744. We will confirm the surcharge to you when you call.
38. Can you leave the delivery at an agreed hiding place?
Yes – please specify over the phone and we will notify the courier.
39. I’m not going to be in when you deliver my parcel. Can someone else sign for my delivery?
Yes – please inform us of the name and address of the person signing and we will inform the courier.
40. Do you deliver outside of the UK?
Yes, we can post your item anywhere in the world. Please be aware that shipping charges will vary.
41. I forgot to use my discount code
If we have not processed your order, please call us and we will re-submit your details with the appropriate discount.
42. I used my discount code but the price stayed the same
Discount codes are normally run as special offers which expire by a set date. Please ensure that your discount code is still valid. If it is, please ring us on 01603 251744
43. When do you commence business after Christmas?
The office will reopen on 5th January 2010. Any orders placed between 24th December 2009 and 4th January 2010 will be dispatched on this date.
44. Do you have a catalogue?
Yes we do. The quickest way to view our products is to look at our web shop, which is kept up to date with new releases. However, if you would like a free catalogue, please email us using the form on this website or call on 01603 251744
45. Do you have a shop?
No, but a number of high street and specialist outlets stock our DVDs, as well as libraries, museums and gift shops.
To find your nearest stockist, please call us on 01603 251744 and we will be happy to advise.
46. Do you sell to trade?
Yes we do – please call us for trade terms on 01603 251744
47. I'm from another region of the UK. When will I be able to get archive film DVDs from my region?
We are currently working to expand our range beyond East Anglia and London. If you would like to be kept up-to-date with our new releases, join our mailing list on the home page.
