Here you'll find answers to common questions about our products, services, and policies. We encourage you to explore these FAQs before contacting us, as they may provide the information you need. We're always happy to help if you still have questions or need further assistance.

What are the store's opening hours?

The BFI Shop is open every day from 12 PM to 8 PM. Occasionally, our hours may change, so we recommend checking our homepage or looking for updates to stay informed. 
 
 
I am unable to log in to my account. What steps should I take?

If you're having trouble logging into your account, try resetting your password. You can do this by clicking on the 'Forgot your password?' link on the login page. If you still can't access your account, please contact us at bfishop@bfi.org.uk, and we'll be happy to help! 
 
 
Why isn't my membership discount being applied?

To activate your online discount, you will need to create a BFI Shop account using the email address you registered your membership in. Once you have done this you can then log into the shop site and your 15% discount will automatically appear in the basket at the checkout.

It might take a couple of days for your membership to be verified and updated on your shop account. If you need to place an urgent order, please contact our membership team at membership@bfi.org.uk, and they’ll be happy to assist you. 
 
 
How can I check the status of my order?

To check your order status, go to ‘My Account’ and then ‘My Orders’. During busy periods, there may be delays in processing or updating your order. We will email you shipping updates, but sometimes these emails might end up in your junk folder.

If there are any items out of stock, we will notify you about any delays. If you haven’t received a confirmation or shipping notification, please email us at bfishop@bfi.org.uk, and we’ll look into it for you. 
 
 
I placed an order but did not receive a confirmation email. What should I do?

There could be a few reasons why you didn't receive a confirmation email. First, please check your spam or junk folder, as sometimes our emails may end up there. Additionally, a typo in your email address could prevent you from receiving our communications.

If you're still having issues, please contact us, and we'll check if your order was processed. For future purchases, consider creating an account with us to easily track your orders and receive notifications. You can reach us at bfishop@bfi.org.uk for assistance. 
 
 
What is the processing time for my order?

Orders are typically processed the next day. Once your order is packed and ready for pickup, you'll receive a shipping notification. If you're in the UK and an item is out of stock, we can ship available items separately. 

For international orders, we ship only when the entire order is ready, which may include waiting for pre-orders or out-of-stock items. 

During busy periods like Black Friday, Christmas, and sales events, processing times may be longer due to high demand. We appreciate your patience as we prioritise packing orders, which might also delay our response to inquiries. 

When will my pre-ordered DVD/Blu-ray be delivered?

Pre-ordering a DVD or Blu-ray doesn't guarantee delivery on or before the release date. We pack and ship these orders as soon as we receive the stock from our suppliers, so the wait time can vary. We'll do our best to get your pre-order to you as quickly as possible! 
 
 
What is the expected wait time for an out-of-stock item I ordered?

The wait time for out-of-stock items can vary depending on the supplier and product availability. If you haven't received an update from us within 14 days, please contact us, and we'll provide you with more information. 
 
 
How can I track my order?

We only provide tracking for orders over £25. You'll receive a tracking number in your shipping notification email. Use this number to track your order's journey to you. 
 
 
How are customs and VAT handled for international orders?

Orders shipped to countries outside the UK are not subject to the 20% UK sales tax. This tax will be automatically deducted from your order at checkout if your shipping address is outside the UK. However, please be aware that your order may be subject to local import duties, taxes, and delivery service charges when it arrives in your country. These additional fees are not covered by us. For more information, you can check our International Shipping.  
 
 
Which countries do you ship to?

As of July 2022, we offer shipping to the following countries: Andorra, Armenia, Australia, Austria, Azerbaijan, Belgium, Canada, China, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, India, Ireland, Isle of Man, Italy, Japan, Jersey, Latvia, Lithuania, Luxembourg, Macau, Malta, Monaco, Montenegro, New Zealand, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UK, USA 

Regrettably, due to current service and customs issues, we do not offer shipping to countries not listed above. 
 
 
I received an incorrect item. How can I return or exchange it?

If you received an incorrect item, please contact us so we can resolve the issue. Typically, we will provide a pre-paid envelope for you to return the item. We'll then assist you with the return or exchange process to ensure you receive the correct item. More information about our returns policy can be found here.
 
 
What is the status of my refund?

Refunds typically take a few days to process and can take up to 7 business days to appear in your account. If your refund hasn’t been returned after 14 days, please contact us, and we’ll look into it for you. 
 
 
How do gift memberships work?

You can purchase a BFI gift membership through the BFI Shop. The gift card, which includes a unique voucher code, can be sent to you or directly to the recipient. To activate the membership, the recipient needs to use the voucher code before the expiry date printed on the card. Please note, this date is for activating the membership, not the membership's expiration date. Full instructions are provided with the gift card. 
 
You can buy an E-Gift membership here. This will be sent as a PDF voucher right away to you or the recipient and is dealt with by the Membership team.  
 
 
I’m having issues with my Sight and Sound Subscription. Can you help?

The BFI Shop does not handle Sight and Sound subscriptions. For assistance with your subscription, please contact sightandsound@abacusemedia.com, and they will be able to help you. 

If you're interested in purchasing individual editions of Sight and Sound, you can find them here.  
 
 
What are the differences between DVD, Blu-ray, and 4K formats?

• DVDs offer standard definition (SD) quality and work in any DVD or Blu-ray player.  
• Blu-rays provide high definition (HD) quality, giving sharper images and better audio, and require a Blu-ray player, but they can't be played on a standard DVD player.  
• 4K Ultra HD Blu-rays deliver ultra-high definition (UHD) with enhanced colors and sound. To fully enjoy these features, you'll need a 4K Blu-ray player and a compatible HD TV. While these discs can also play on regular Blu-ray players and TVs, you'll only get the full benefits of 4K UHD with the proper equipment. Each upgrade provides a clearer, more immersive viewing experience.

What are region codes?

Region codes are used to control the distribution and playback of DVDs and Blu-rays across different areas. A disc from one region may not play on a player from another region, so it’s important to verify compatibility. You can find this information in the product details on our website. 

 
DVD Region Codes:

• Region 1: United States, Canada, Bermuda, U.S. territories
• Region 2: Europe, Japan, Middle East, Egypt, South Africa, Greenland
• Region 3: Southeast Asia, South Korea, Taiwan, Hong Kong, Macau
• Region 4: Latin America, Australia, New Zealand, Pacific Islands
• Region 5: Russia, Eastern Europe, India, most of Africa, North Korea, Mongolia
• Region 6: China
• Region 0 or All: Region-free, can be played worldwide 

Blu-ray Region Codes:

• Region A: The Americas (North, Central, and South America), Japan, Korea, Taiwan, Southeast Asia
• Region B: Europe, Africa, Middle East, Australia, New Zealand
• Region C: Asia (except for Japan, Korea, Taiwan, and Southeast Asia) 

Region codes are used to control the distribution and playback of DVDs and Blu-rays in different areas. Discs with a specific region code are generally compatible only with players set to that region or with region-free players. The BFI Shop sells DVDs and Blu-rays that are compatible with players in the UK and Europe (Region 2 for DVDs and Region B for Blu-rays). Be sure to check your player’s compatibility before purchasing. 
 
 
I saw this poster at the BFI Southbank. Do you sell it?  

Unfortunately, the posters displayed at BFI Southbank are not available for sale. They are provided by our marketing team specifically for events and seasons.

How can I purchase or hire films, stills, and archive content? 

The BFI Shop doesn't handle these requests. For all licensing inquiries, please reach out to Archive Content Sales and Licensing. They’ll be happy to assist you with your needs.