Frequently Asked Questions

We hope that you will find the answer to your question here, but if you don’t, or you need any further information or additional details, please do not hesitate to email us at enquiries@secondsightfilms.co.uk.

We will do our best to get back to you within 48 hours Monday – Friday, though during sale times we can get very busy and it may take a little longer. 

Please do also email us at that address if you have any feedback on our releases or our mail order service, would like to share any suggestions for us, including titles that you’d like to see us release as a Limited Edition.  We always appreciate people taking the time to get in touch and welcome all thoughts and suggestions.

Scroll down to find the answers to the following FAQs:

• Can I cancel my order?
• Can I change my delivery address?
• Why doesn’t my tracking link work?
• Why does my Royal Mail Tracking say, ‘ we are expecting it’?
• Why hasn’t my order been shipped yet?
• Can I add to my order, or cancel part of it?
• Can I combine orders?
• While waiting for my pre order title, another title I ordered has gone out of print – will I still get it?
• Why didn’t I get an email confirmation of order or dispatch?
• What do I do if my order has been dispatched but I no longer want it?
• Can I return my order?
• My order arrived damaged, what do I do?
• Are you part of IOSS?
• I’ve missed out on a title that is now Out of Print, will there be any more?
• Do you have a mailing list?
• Will your releases play outside of the UK?
• Can I get an invoice for my order? 
• Theatrical Queries

Can I cancel my order?

If you have not yet received a dispatch email, you can cancel your order by emailing enquiries@secondsightfilms.co.uk.  Please mark your email ‘Order Cancellation’ and include your order number.  If your order has not been dispatched, you will receive a full refund.  Shopify say this takes between 3-5 business days, but we have had feedback that it is usually much quicker than that. If your order 

Can I change my delivery address?

If you have not yet received a dispatch email, you can change your delivery address by emailing enquiries@secondsightfilms.co.uk.  Please mark your email ‘Address Change’ and include your order number and new address.  

Why doesn’t my tracking link work?

Please check that you chose ‘Tracked Shipping’ at the checkout. If you chose Standard Shipping, we are unable to track your order, and the number included in your dispatch email is for reference only.  If you chose Tracked Shipping, Royal Mail links can take up to 48 hours to update.  If it still isn’t working after 48 hours, please email enquiries@secondsightfilms.co.uk, including your order number, and we will look into it for you.

Why does my Royal Mail Tracking say, ‘ we are expecting it’?

When you receive an email from us saying your order has been dispatched, that means your parcel has been collected from us by Royal Mail and is in their system. Their tracking sometimes takes a while to be updated, and can occasionally say, ‘we are expecting it’, for several days after they have collected it.  Should this status not change after a week or so, please contact us at enquiries@secondsightfilms.co.uk and let us know, and please include your order number.

Why hasn’t my order been shipped yet?

If an order includes a pre-order title, it will be held until all titles included are released, and then ship everything together.  We are unable to separate orders, but if you would like to cancel your order and place two separate orders, please email april@secondsightfilms.co.uk and mark your email ‘Order Cancellation’ and include your order number.  If your order has not been dispatched, you will receive a full refund.  Shopify say this takes between 3-5 business days, but we have had feedback that it is usually much quicker than that. If your order 

Can I add to my order, or cancel part of it?

 I'm afraid there is no way for us to add to existing orders as we are unable to increase the charge to your payment method from our end. We are also unable to cancel and refund part of an order. However, you can cancel your existing order and place a new one, but please note that we cannot guarantee the items in your original order will stay in stock.  If you would like to do this, please email april@secondsightfilms.co.uk and mark your email ‘Order Cancellation’ and include your order number.  If your order has not been dispatched, you will receive a full refund.  Shopify say this takes between 3-5 business days, but we have had feedback that it is usually much quicker than that. 

Can I combine orders?

I'm afraid there is no way for us to combine existing orders.  However, you can cancel existing orders to place a new one, but please be aware we can’t guarantee the items in your original order will stay in stock.  If you would like to do this, please email april@secondsightfilms.co.uk and mark your email ‘Order Cancellation’ and include your order number.  If your order has not been dispatched, you will receive a full refund.  Shopify say this takes between 3-5 business days, but we have had feedback that it is usually much quicker than that. 

While waiting for my pre order title, another title I ordered has gone out of print – will I still get it?

When you order from us, everything in your order is allocated to you and set aside, so if a title goes out of print when you are waiting for an order, your copy is secure and will be sent when all pre-orders in your order are released.

Why didn’t I get an email confirmation of order or dispatch?

Sometimes dispatch and confirmation emails go into junk folders, so they may be there. If they aren’t there, please contact enquiries@secondsightfilms.co.uk, and include your name and postcode, and we will check your order status and get back to you.

What do I do if my order has been dispatched but I no longer want it?

Please refuse delivery, and the parcel should be returned to us at no cost to you.  If you have already received your order, please see our returns information below.

Can I return my order?

RETURNS, REFUNDS & EXCHANGES

To return your product as faulty, or for a refund or exchange, please send it to Lime Wood Media Ltd, Unit 9, Oakhanger Farm, Oakhanger Road, Oakhanger, Bordon, GU35 9JA, making sure your name and order number are included.   For refunds or exchanges, please also include details of the issue with the product and if you would like a refund for an unwanted item or an exchange or refund for a faulty item.

RETURNS FOR UNWANTED ITEMS

Returns for refunds for unwanted items must be requested within 14 days of receipt.  You will be responsible for paying shipping costs for returning your item which are non-refundable.  We advise you choose tracked shipping when returning items as we cannot issue refunds for goods that are lost in transit and have not been sent by tracked post.  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 wrapping. We cannot refund the original cost of postage for returned goods.

 FAULTY REFUNDS / EXCHANGES

Returns for refunds for unwanted items must be requested within 14 days of receipt.  We advise you choose tracked shipping when returning items as we cannot issue refunds or exchanges for goods that are lost in transit and have not been sent by tracked post.  When we’ve received and checked the item, we will contact you regarding your refund.  Shopify say refunds take between 3-5 business days, but we have had feedback that it is usually much quicker than that.  When your item is received, we will contact you to let you know.  Please note we cannot guarantee exchanges of Limited Edition or Out of Stock, or Out of Print titles, and may have to issue a refund instead. 

My order arrived damaged, what do I do?

We do our very best with packing our orders but occasionally damage can occur in transit, and we do apologise if this has happened with your order.  Please email enquiries@secondsightfilms.co.uk with a photo of the damage, and we can send you a replacement for the damaged parts. Requests for replacements of damaged parts must be made within 14 days from receipt. Returns requests for damaged items must also be made within 14 days of receipt, please see above for details about how to return a faulty item. 

Are you part of IOSS?

When you order from us, the VAT is paid up to an order amount of 150 Euro.  However, there may possibly be other import charges which are beyond our control as they are set by the customs authority of the destination country. 

If VAT is not payable in your country, UK VAT at a rate of 20% will be deducted from the goods cost your order.  You may be subject to import fees which we are unable to reimburse. 

If your order is over 150 Euro, VAT is deducted, and you will be charged at the relevant rate when your parcel arrives locally.  Please note that this may incur additional administrative fees which we are unable to reimburse.

I’ve missed out on a title that is now Out of Print, will there be any more?

Our Limited Editions stay limited, and we do not make more than our initial run.  

However, there is always a chance (that has happened with other releases) that we do find additional stock which we then put up for sale.  If that happens, we also announce it on our social media accounts, though they tend to sell very quickly.

We usually have Standard Editions available. If you don’t see what you are looking for, please email enquiries@secondsightfilms.co.uk and we can let you know if a date is set for a Standard Edition release.

Do you have a mailing list?

Yes, you can join our mailing list by going to our home page, (www.secondsightfilms.co.uk), scrolling down and entering your details.   We also make announcements on our Facebook, Twitter and Instagram pages, links below;

https://facebook.com/secondsightfilms

https://twitter.com/secondsightfilm

http://instagram.com/secondsightfilmsofficial

Will your releases play outside of the UK?

Some of our titles are listed as ‘region free’ which means they should play anywhere.  However many are region coded so will not play in outside of the UK, unless you have a region free blu-ray player.

We have several 4K / UHD releases which is a format that is not region coded, and they require a 4K / UHD player to play.

If you aren’t sure from looking at our site, please email enquiries@secondsightfilms.co.uk and let us know which title is of interest.

Can I get an invoice for my order? 

I’m afraid we don’t supply invoices for retail customers.

Theatrical Queries

We hold theatrical rights to some of our titles. For screening enquiries please email us at screenings@secondsightfilms.co.uk.