Orders, shipping and returns
We ship all orders as soon as possible. However, we are a very small team, so some orders may not be dispatched immediately, particularly during busy periods. If your order is urgent, please bear this in mind.
How long orders take
We usually process orders by the next day. Once your order is packed and ready for pickup, you'll get a shipping notification.
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 enquiries.
How long pre-orders take
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!
If your order contains both currently available and pre-order items, you will receive an additional order confirmation and number for the pre-order items. If your order contains multiple pre-order items, it may be held until all are in stock. If you are ordering multiple pre-order items and wish to receive each as it is released, please place a separate order for each pre-order item.
If you ordered something that’s out of stock
If you order an item which turns out to be out of stock, your order will be refunded automatically.
How can I track my order?
We will confirm by email once your order has been shipped. Tracking information will then be sent to you directly by the courier.
Shipping costs
Our delivery costs are calculated based on the total weight of the items ordered. Orders are sent via Associated Air Services (AAS), with the option of standard or express shipping.
Orders weighing 5 grams or less in total are sent via Royal Mail. Please note that tracking information is not available on Royal Mail shipments.
International shipping
If you're ordering to a country outside of the UK, you do not have to pay 20% UK sales tax - the 20% tax will be removed automatically at checkout.
You may be subject to local import duties, taxes and delivery service charges, which are levied once a shipment reaches your country. If you are concerned about any of these charges, contact your own country’s customs office for more information in advance of placing your order, as you (not the BFI) will be liable for any such charges.
EU orders
UK VAT is removed at checkout for orders shipped to EU countries, so you won’t be charged UK VAT. (Books and magazines already have a 0% VAT rate in the UK, so their prices stay the same.)
As with all international shipments, customers in EU countries will need to pay VAT at their local rate on delivery. VAT rates and any additional taxes or duties vary by country.
Where we ship to
We ship 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, Northern Ireland, Norway, Poland, Portugal, Romania, San Marino, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UK, USA.
EU orders
UK VAT is removed at checkout for orders shipped to EU countries, so you won’t be charged UK VAT. (Books and magazines already have a 0% VAT rate in the UK, so their prices stay the same.)
As with all international shipments, customers in EU countries will need to pay VAT at their local rate on delivery. VAT rates and any additional taxes or duties vary by country.
Returns and refunds
Our returns period is 30 days from dispatch, and any products should be returned within this period. We will only offer a refund of products provided they are returned unused and unmarked and are in the original packaging.
If you would like to return an item, please email bfishop@bfi.org.uk quoting your order number.
Send the item(s) you are returning, along with a copy of the invoice, stating the reason for the return. We do not refund delivery costs except in the case of faulty items.
Pack your item (or items) in suitable packaging and return the parcel to us at:
BFI Shop, Belvedere Road, South Bank, London, SE1 8XT.
Please retain proof of posting from your courier of choice for all returns. You should keep this until you have received your refund. We will make a refund or exchange once we have received the products, we do not accept any liability for products returned.
We will confirm once your item(s) have been refunded.
Sustainability
We aim to reduce our impact on the environment. We collect used packing materials from deliveries and donations from across the BFI. Your order may be shipped in used packaging.