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. 




Please note that payment for pre-orders (titles that are yet to be released) will be taken immediately, and that the item/s will be dispatched just before the listed release date.

Should an order contain an already-released item from our catalogue as well as a pre-order item, the entire order will be shipped together when the pre-order item becomes availableWe recommend making multiple orders should you wish your already-released items to be sent immediately.



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

We limit individual purchases of each title to a maximum of three copies. This is to allow more people to be able to purchase titles.


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. 


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.

Please be aware IOSS orders can only be delivered to a residential address as business addresses will be treated as Delivered Duty Unpaid and VAT duties will be applied. 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)


DVD, Blu-ray and Region Free 

We no longer 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. 


Why is my shipping not coming up as free

Please make sure at check out you select the free shipping option and that the order is over the GBP free shipping threshold.


Powerhouse Newsletter 

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