FAQ

Our Customer Services Team 

Our fantastic, friendly team are always willing to help and resolve any issues where possible.  

Please note our office is based in the UK and open Mon-Fri, so do allow for time differences if applicable. 

We are extremely busy during the Sale period in particular, so again your patience and understanding is appreciated.  

Some of our more frequently asked questions are detailed below. 

info@limewoodmedia.co.uk 

 

Sale

We cannot combine, split or otherwise amend any orders placed during the period of the Sale.


Discount codes 

Codes are not automatically applied, you must enter the code at checkout. 

You will need all the titles in the bundle offer in order to qualify for the BUNDLE discount. 

pH Points cannot be used in conjunction with any discount code. 

 

EU Customers / IOSS

We are delighted to announce we are now IOSS registered. This means VAT will be disclosed at the time of checkout for all orders up to the value of EUR 150 (excluding shipping). This means there should be no unexpected import charges upon delivery for our EU customers. For more information, please see the European commission's IOSS resources: https://ec.europa.eu/taxation_customs/ioss_en

 

There’s a problem with my delivered order 

If you purchased the film from another supplier or seller, you must contact them as we are not responsible for third party purchases. 

If purchased directly from us, please email us and our fantastic customer service team will get back to you as soon as they are able to.  

 

My Powerhouse account 

Here you can amend your billing and delivery address, contact information and password. 

Please note these changes will only be applied to future orders, not anything currently on hold, in that instance please email us. 

 

Changing your order 

To make changes to the items you have ordered it is usually best to cancel the initial one and then re-order, again please contact our customer services team in the first instance. 

If you wish to change your delivery address, we can easily do this for you, please just drop us an email. 

 
Cancellations, refunds and returns 

If you need to cancel your order before it has been shipped, please email us and we can cancel and refund your order in full. 

If your order has already been despatched, the refund will not include the shipping cost. 

If you have contacted the customer service team and a return has been agreed, please note that the item must be sealed and in resaleable condition in order for us to refund (less shipping costs). 

For further information on returns please visit the returns policy page on our website.  

 

My order hasn’t arrived 

Don’t forget that your order will be sent in its entirety, so if one or more of your items is a pre-release then the order will be shipped shortly before the last release date. 

When your order is despatched you will receive an automated email confirming the shipping date.  

COVID-19 has led to longer delivery times across the world, if you believe that your order should be with you by now then please email our team. 

If ‘standard shipping’ was selected then your order is not trackable and can take significantly longer to be delivered. 

 

Tax / customs charges 

Please be aware of your country's Import Tax levies before ordering. If you return/refuse your goods we will not refund your shipping (as per our Shipping Policy - see 7.2 Import Duties & Taxes)

 

pH Points  

pH Points are only accrued on activated accounts. 1,000 pH Points must have been accrued from previous orders before you can redeem them with an order.  

pH Points cannot be added retrospectively.  

Please take care to check all details are correct when ordering, as changes cannot be made once the order has been placed. 

pH Points cannot be used in conjunction with any discount code. 

https://www.powerhousefilms.co.uk/pages/ph-points 

 

DVD, Blu-Ray and Region Free 

Unfortunately we do not sell any DVDs.

The region of each title is listed in the product description on the website. 

A list of our region free titles can be found at https://www.powerhousefilms.co.uk/collections/region-free-titles 

 

FedEx deliveries 

Please note that FedEx are unable to ship to a PO Box address. 

 

Powerhouse Newsletter 

To keep up-to-date with all things Powerhouse please sign up for our newsletter.  

https://us14.list-manage.com/subscribe?u=115e044ff7d9eb8105f2989c9&id=3522f08b80