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FAQ

Postage Summary

Dispatch Information
We try to despatched all orders within two working days of receipt. This may sometimes be delayed if there are problems with supplier stock. Please contact our offices on  +44 (0)1205 750055 if you have any concerns or enquiries.

Shipping with the UK and Northern Ireland
All orders weighing up to 2kg are sent by Royal Mail. Orders over 2kg are sent by APC Overnight. Please ensure you provide a telephone number to assist parcel deliveries.

Airmail shipping 
All orders weighing up to 2kg are sent by Royal Mail Airmail. Over 2kg and we will arrange an international courier, which may incur an additional charge to the customer.

 

Delivery Information

This section explains how we handle packing and delivery of orders from our online shop. Our aim is, where practical, to process all orders within 48 hours from receipt of payment. We deliver worldwide and accept payment only in £sterling. 

Delivery charges

Each item has a range of delivery costs associated with it, depending on which region in the world the order is being shipped to. The price you pay is dependent on the total weight of the order and the delivery destination. Our aim is that delivery charged to you closely matches the price we pay to our courier.

Method of delivery?

Books and small items posted to a UK address are sent by UK Mail, larger parcels are shipped by APC Overnight. Books and small items posted to non-UK addresses are generally sent by Royal Mail Airmail. 

Delivery timescales

Primetime Video aim, where practical, to process all orders within 48 hours from receipt of payment.  Upon completion of an order the Customer will receive an email confirming the order details. Primetime aims to deliver products from its own stock within the following delivery time scales:

5 working days for UK delivery
8 working days for European delivery
15 working days for Worldwide delivery


However, the above time frames assume our carriers and any associated local carriers deliver within their own stated time frames. As their performance is beyond Primetime's control, we are unable to guarantee these time scales will be met in every case, thus please allow 28 days for delivery. 

If an order is urgent please contact us and we can provide a guaranteed delivery service at additional charge.

Out of stock items

Whilst every effort is made to ensure we do not offer for sale out of stock items, sometimes a supplier fails to alert us to this fact.   If an ordered item is not in stock, we will let the Customer know the expected delivery timescale and provide the option of waiting, changing or cancelling the order for a full refund.

Signature on delivery?

Items sent either to the UK or abroad may require a signature.

Returns and Refunds

An order (or item from an order) may be cancelled at any time before the order is delivered and up to 7 working days following the day after the day the order is received. Notice of cancellation must be in writing by post, e-mail or telephone giving full order details. To obtain a refund of goods that have been despatched, the Customer must return the goods at their own expense and the goods must be in new and unused, mint condition. The Customer must return them by recorded delivery with adequate packing and insurance cover within 14 working days of receipt so that Primetime can provide the refund. Upon satisfactory and timely receipt Primetime will credit the Customer's credit card (or otherwise refund) the total amount of the order, excluding the relevant post and packing costs. 

In addition goods will be accepted for return within 28 days of receipt by the Customer if:

  • the wrong goods are sent to the Customer, in which case upon the return of such goods to Primetime, we will (at its option) refund the price to the Customer (including our initial postage costs) or send you the correct goods;
  • the goods were found to be damaged on receipt in which case upon return of such goods to Primetime, we will (at its option) either replace the goods or give the Customer a full refund. The refund will extend to postage costs upon a successful claim against the delivery company for damage during shipment.
  • Provided the above conditions are met Primetime Video will refund the cost of all such returns provided the goods are returned by registered post or tracked delivery. The goods which the Customer returns remain the Customers property, and at your risk, until Primetime Video has received them. Please allow 14 days (in addition to delivery time) for Primetime to process the return or refund. Please allow 28 days (in addition to delivery time) for an overseas order. Refunds will be given in the same tender type as the original payment. Return of goods is at your own expense.

 

Delivery contact details:

If you have a query regards delivery of your book order please feel free to: 

Phone: +44 (0)1205 750055
Email: info@primetimevideo.co.uk