FAQs

Payment

What payment methods do you accept?

We accept the following payment methods: Shop Pay, PayPal and Google Pay along with all major credit and debit cards. Payment is taken straightaway for pre-orders but these orders can be cancelled up to 7 days before the release date.

Ordering and delivery

What countries do you ship to?

We ship to most regions worldwide. Click here for shipping countries and rates

Can I pre-order?

Whilst we don't have a pre-order button, you can still place an order for a future release. We aim to deliver products on or before the release date. To ensure you receive your item on the release date, please place your order no later than one week prior to the release date. Orders will be processed the Monday prior to release (unless the Monday is a public holiday, in which case the order will process on the Tuesday).

Prices are subject to change and therefore, if the prices lowers between placing your order and the release date, you will receive a refund for the difference. If the price increases, you will only be charged the original price.

When will my order be processed?

Orders placed before 11.30am on weekdays will be processed the same day. Orders after this time or over the weekend will be processed the next working day.

Please note that we aim to process orders on the above timeframe, but if we are experiencing a high number of orders, this may be delayed. 

We are not open on Public Holidays and are closed over the Christmas and New Year period. Our site will be updated accordingly with those holiday dates.

When will my item ship?

Orders are sent by our distribution partner, Cinram Novum.

Orders will usually be shipped within 24 hours of processing. International orders will usually be shipped within 1-2 working days.

International orders will be tracked; tracking numbers will be provided once the item has been dispatched, usually within 1-2 working days.

Please note that if you place an order that includes catalogue products and new release(s) (pre-orders), your order will only ship once the pre-ordered item(s) is in stock (usually 1 week before the release date). This only applies to international orders.

For example.

Your order contains 3 catalogue products, a new release that is out 22nd August and a new release that is out 29th August, the whole of your order will only ship on the 22nd August.

How do I cancel my order?

Orders that have not yet been fulfilled can be cancelled and refunded in full. Please send an email with your request to: info@signal1entertainment.com.  We are unable to cancel and refund an item once it has shipped, however, if you have received your order and there is an issue with the quality of the disc or your item has arrived damaged, please get in touch with us. If you have changed your mind about an order after receiving it, you have 30 days to return your item. Please contact us first at the email above to initiate a return. Once your item has been received back, you will be issued a refund less any postage and packaging costs, where applicable. Please allow 3-5 business days for your refund to appear.

 

Pre-orders can be cancelled up to 7 days before the release date. If this time has passed, the above applies.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

My item hasn't arrived, what shall I do?

UK Customers

Orders are sent via Royal Mail 2nd class who state that deliveries should arrive within 2-3 working days.

If your item does not arrive within this time frame, please note the below:

If the item hasn’t been delivered by the due date plus 10 working days the sender might be able to claim for compensation. Please contact the sender once this time has passed.

For International Customers

Royal Mail are currently experiencing significant delays to a number of countries due to COVID-19.

For delivery in Europe (standard, signed, international tracked or international tracked and signed):

Royal Mail aim to deliver within 3-5 working days.

If the item hasn’t been delivered by the due date plus 20 working days, we may be able to claim compensation (deliveries cannot be classed as lost until this date has passed).

For delivery to the Rest of the World (signed, international tracked or international tracked and signed, standard):

We aim to deliver within 3-5 working days (6-7 working days for standard).

If the item hasn’t been delivered by the due date plus 25 working days, we may be able to claim compensation (deliveries cannot be classed as lost until this date has passed).

 

Please contact us via info@signal1entertainment.com, stating your order reference number and confirming clearly the time passed since you received your shipping confirmation and that you have not received your item. We will then speak with our distribution company, who will in turn speak with Royal Mail.

Returns

Can I return or exchange an item?

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. You will be responsible for your own shipping costs for returning your item. Please note that original shipping costs are non-refundable and will be deducted from your refund.

To initiate a return you must notify us at info@signal1entertainment.co.uk

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, contact us at info@signal1entertainment.co.uk

Misc

Erik the Viking Replacement Disc

If you have purchased a faulty copy of Erik the Viking from an outside retailer, you can request a replacement disc from us.

Please send proof of purchase (invoice, screenshot, picture of the box) and your name and address to info@signal1entertainment.com to request.