FAQs

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.

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

Please note that whilst we do not charge VAT on international orders, import duties and taxes may be charged upon arrival at the destination country.

We only charge VAT to UK customers, which is included in the price of the item. VAT is deducted for international customers. For example, if you had an item for £17.00 in the UK, the international price would be £14.17. Though the product page may state VAT is included for international customers, this is not the case and is something Shopify is working on to fix. 

Please note that international charges will include conversion fees. For example (based on Australia), the product price is £5.00. Without tax, the price is £4.17. Converted to AUD the price is $8.01. Add a 2% conversion fee makes the price $8.17.

Unfortunately, at this moment, we are not IOSS registered.

For international shipments, import duties and taxes may need to be paid upon arrival. You should be aware of these potential costs before placing an order with us, as they vary by country.

Upon arrival in the destination country, if you do not wish to pay duties or taxes, your order will be returned to our distribution warehouse (Utopia/Cinram) at your expense. Once we receive the returned items, we will issue a refund for the value of the goods paid, less the return shipping costs. The cost of the initial shipping will not be refunded.

Yes, you can pre-order a product but please note that payment is captured at the time of purchase.

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.

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.

Orders are sent by our distribution partner, Utopia Distribution Services.

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. Depending on the total weight, your order may be sent in separate packages. You will receive a tracking number for each shipment.

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.

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.

*Please note that international orders are only marked as fulfilled once we have received tracking information from our warehouse. The order is likely to have been processed 24 hours prior to this.

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.

Please note that we cannot refund or replace items that the Royal Mail has lost until the below time frames have passed.

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.

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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. Please note that if a refund is approved then this will be refunded to your original payment method.

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.