FAQs

Please note that payment for pre-orders (titles that are yet to be released) will be taken immediately, and that the item/s will be dispatched just before the listed release date.

Should an order contain an already-released item from our catalogue as well as a pre-order item, the entire order will be shipped together when the pre-order item becomes available. We recommend making multiple orders should you wish your already-released items to be sent immediately.

To make changes to the items you have ordered it is usually best to cancel the initial one and then re-order, again please contact our customer services team in the first instance. 

If you wish to change your delivery address, we can easily do this for you, please just drop us an email. 

If you need to cancel your order before it has been shipped, please email us and we can cancel and refund your order in full. 

If your order has already been despatched, the refund will not include the shipping cost. 

If you have contacted the customer service team and a return has been agreed, please note that the item must be sealed and in resaleable condition in order for us to refund (less shipping costs). 

For further information on returns please visit the returns policy page on our website.  

Don’t forget that your order will be sent in its entirety, so if one or more of your items is a pre-release then the order will be shipped shortly before the last release date. 

When your order is despatched you will receive an automated email confirming the shipping date.  

If ‘standard shipping’ was selected then your order is not trackable and can take significantly longer to be delivered. 

We are IOSS registered. This means VAT will be disclosed at the time of checkout for all orders up to the value of EUR 150 (excluding shipping). This means there should be no unexpected import charges upon delivery for our EU customers.

Please be aware IOSS orders can only be delivered to a residential address as business addresses will be treated as Delivered Duty Unpaid and VAT duties will be applied. For more information, please see the European commission's IOSS resources: https://ec.europa.eu/taxation_customs/ioss_en

We also hold theatrical rights to the Visions titles. For screening enquiries please email us at info@vertigoreleasing.com