Frequently Asked Questions (FAQ)


REGISTRATION

How do I register?
Before you can shop at DVD-shop.dk you need to register as a customer. Click on the link "Order". Fill out the information in the form and press the "Next" button. Check your facts. If the facts are wrong click the "Order" button again and change the information.. If the facts are correct click the "Next" button.

PURCHASE

How do I shop?
If you already have a username and password, follow the purchase instructions below. If not, you must register. To register go to "Order".

Purchase instructions:

1. Find the products you want to buy.

2. Click on the "Order" button to put your product in the cart. The cart is on the buttom left corner of the page.

3. When you have bought all products of your choice, click on the ”Order” button at the top or by the shopping cart at the buttom.

4. Fill out:
» a) email address
» b) password

5. Click on the "Load Profile " button.

6. Your personal information and your order is now shown. Check the facts. If necessary, change your facts.

7. Choose payment alternative, click on the ”Next” button to finish your shopping.

8. Your order confirmation will be sent to your e-mail address. Your products will be sent to you as soon as possible.

For security reasons this website including the ordering form is protected. This means that any communication between you and DVD-shop.dk is strictly confidential and encrypted.

How do I search for a title or an actor/director?
Use the search engine placed on top of the web page. First, write down your search word in the white search field. Second, click on the blue "search" button.

How do I find the product I want to buy?
The product that you are looking for might be out of stock or might not be released in Denmark.

Can I make special orders?
Today our assortment contains of more than 8,500 titles. We can help you with special orders if you cannot find the items you are looking for within our standard range - please contact our Customer Service.

How do I pre-order?
If you would like to pre-order an upcoming title, please make a separate order for the particular title. We will deliver as soon as the product is in our stock. f you wish to order the coming title together with your usual order from our stock, it will be treated as an "outstanding order" and sent to you as soon as it is in stock. Be aware of one week of delay of the first part of the order due to the "coming" title. No extra freight cost will be charged on the outstanding delivery.

Can I order by phone, fax, letter or e-mail?
We can only accept orders placed on the Internet (www.dvd-shop.dk).

Can I order a catalogue?
DVD-shop.dk does not provide any catalogue. We refer to our website.

How do I remove products from the shopping cart?
To remove products, go to your shopping cart on the buttom left corner. Click on the "Show Basket" and then click "Empty Basket".. The cart is now empty.

How do I cancel my order?
Contact our Customer Service immediately to change your order, always refer to the actual order number.
The order can still be cancelled if it has not been sent to our supplier. We execute
your order fast so it is important that you act fast if you want to cancel.

How can I watch samples from your movies?
You will need a multimedia player that is called Quicktime. It can be downloaded for free from the following address:
http://www.apple.com

I get JAVA error messages - how do I do?
You are probably using an old web browser. You can download the latest version for free:

Netscape: http://www.netscape.com
Microsoft Internet Explorer: http://www.microsoft.com
Mozilla: http://www.mozilla.org

Firewalls:
Certain firewalls can block our cookies and/or javascript-functions. Since there are a number of firewalls available we cannot present some specific guide and we urge you to contact the producer of the firewall and/or read the documentation carefully.

If a problem appeares when you visit www.dvd-shop.dk, try to close down your firewall temporarily or configure it so that it allows cookies and javascript (popups) from www.dvd-shop.dk, if you pay with creditcard, also read "What is necessary in order to shop(cookies, javascript)" and configure your firewall correctly even to these adresses."

How do I contact customer service?
Click here

DELIVERY

How will my DVDs be delivered ?
They are sent to your mailbox. Larger orders have to be collected at the nearest postoffice.

How long will it take before I get my items?
The normal delivery time is 5 respective 20 working days from the day the order was placed. (Most products; 1 to 5 working days.) If an order contains DVDs with a delivery time of both 5 and 20 working days, the DVDs in stock will be deliverded after 5 working days and the rest as soon as they are deliverd to stock from our suppliers. We reserve ourselves from liability for delays or failed deliveries caused by discontiniued products or the stock handling of our suppliers.

Is my delivery delayed?
Write to Customer Service and ask for your order status.

What about freight charges?
Click here

Do I have to pay freight cost more than once if my order is divided into more than one shipment?
Freight is only charged the first time, fullfilment deliveries will be delivered without freight charges.

How about delivery abroad?
DVD-shop.dk is selling in all countries all over the world.

PAYMENT

What are the payment options at DVD-shop.dk?
At present, we accept Dankort, VISA, VISA Electron, Maestro, JSB, Diners Club, Mastercard and Ewire.
When you pay with credit card, the payment is handled by our payment partner Dandomain (www.dandomain.dk) to guarantee secure payments. This is how it works:

- Choose your credit card type), state your card number and validation date.
- A control is carried out to make sure that your data is correct and that there is money on your account.
- The money is reserved on your account. This means that you have no access to the amount but it has not yet been transferred to DVD-shop.dk.
- The same day the products are delivered Dandomain will transfer the money to DVD-shop.dk.

When you pre book a product that is not yet released, the amount will be transferred to DVD-shop.dk the same day you place your order.

If a product in your order is back ordered and if you after 28 days still have not received the full shipment, the rest of the products will be cancelled from your order and the reserved amount will be released.

IMPORTANT! To ensure your safety and comfort we use a secure order form, which means that all content of the form is encrypted (coded to unrecognizable characters). No external parties will be able to access the information you have given.

What is the maximum order amount?
Currently we have limit of DKK 5000/order and customer.


RETURN POLICY

How do I return a product?
You have the right to return undamaged and unused products. Notification about this shall be done immediately upon reception of the product or latest 14 days after reception. The notification shall be done to Customer Service or through a standard mail to: DVD-shop.dk v/ DK- Montering ApS, Vestre Skovvej 13, 8240 Risskov, Denmark.

The message shall contain the following information: a) order number b) invoice number c) title of the product you wish to return.

The returned product shall be in an unused and undamaged state in its original package (seal or plastic needs to be unbroken). Return the product together with the invoice (or a copy of both pages) State the cause of the return on the back side of the invoice! You will have to pay the freight cost for the return. Returns against cash on delivery are not accepted.