Ordering

Click on a topic below:

• How to order
• View your orders
• Track an order
• Cancel an order
• Returns & Refunds
• More

• 1. Shopping basket
• 2. Sign in
• 3. Enter billing address
• 4. Edit delivery address
• 5. Enter payment details
• 6. Place your order
• 7. Order confirmation

When you have found a product that you wish to purchase, just click on the ‘Add to Basket’ button and the item will be placed in your shopping basket. Once you have added an item to your basket, the bag on the top header of the page will turn pink and the number of items in your basket and total cost will show next to it.

To see what you have selected and amend the quantities or remove products from your basket, click on the ‘View Basket’ link in the top header to be taken to the basket review page.

To alter the quantity of a product, type the new figure in the relevant text box on the basket review page, then select the ‘Update Basket’ button to refresh the contents of your basket. To remove a product from your basket click the ‘Remove’ button next to the relevant item. Please note, as you can only purchase a download once, you cannot increase the quantity of downloads on the basket review page.

If you are happy with the selection of titles in your basket and wish to proceed to the checkout, click on the ‘Checkout’ button on the basket review page, or on the ‘checkout’ link in the top header. Before completing your order, please note that:

• Shipping charges will be added after country and method of delivery have been selected
• All prices are inclusive of VAT
• All payment must be received in UK pounds sterling

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If you are already registered with BBC Shop.com, enter your email address and password, then click ‘Continue’.

If you have not yet registered with BBC Shop.com, you should register and set up your personal BBC Shop account which will enable you to place future orders much more quickly. When you have set up a BBC Shop account, you will also be able to update your information as well as easily track and manage your orders in the ‘My Account’ section. In order to set up an account, enter your email address, select ‘New Customer’ and click on the ‘Continue’ button.

If you do not have time to register, you can proceed to checkout as a guest by entering your email address and clicking on the ‘Checkout as Guest’ button. Please be aware that if you checkout as a guest, you will not be able to update your information or track and manage your orders in the ‘My Account’ section and you won’t find it any quicker to place orders on BBC Shop.com in the future. Also, you can only check out as a guest ONCE; if you try a second time using the same email address, you will be instructed to set up a personal BBC Shop account.

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To add your billing address, enter your postcode, make sure you email address is correct and click on the ‘Continue’ button. You will then be taken to a page where you should select your title, enter your first name, last name and telephone number and select your address from the drop down. These details must match those of your billing address for the credit/debit card you use for your purchase on BBC Shop.com.

If you are unsure of your postcode, please click on the ‘Don’t know postcode?’ link and you will be taken to a version of the ‘Add billing address’ page where you can type in your address.

Please indicate using the drop down menu whether or not you would like to sign up to email updates for the latest information and special offers from BBC Shop and BBC Worldwide. Please note that from time to time communications may include research surveys. You can rest assured that we will not provide your information to any other company without your consent and you can unsubscribe at any time using the link at the bottom of our emails.

Please read our Terms and Conditions and tick the box to indicate that you agree to them, as you will not be able to proceed until you do so.

Unless you are going through checkout as a guest, you will be asked to set up a password which you can use to access your personal information in the ‘My Account’ section.

If you would like all or some of the items in your order to be delivered to a different address to your billing address, tick the ‘Different delivery address?’ box and then click on the ‘Continue’ button.

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To enter a different delivery address, enter the postcode of that address and click on the ‘Continue’ button. You will then be taken to a page where the recipient’s details need to be filled in. Select the title then enter the recipient’s first name, last name and telephone number and select the correct address from the drop down.

If you are unsure of the postcode, please click on the ‘Don’t know postcode?’ link and you will be taken to a version of the ‘Add delivery address’ page where you can type in the recipient’s address.

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In order to complete your purchase, you should enter your payment details and click on the ‘Place your order’ button.

BBC Shop uses an advanced internet security system to safeguard your data. Therefore the card details and type must be entered exactly as they are on your card in order to be accepted.

If there is a problem with the way you have entered your payment details, you will be shown an error message when you click on the ‘Place your order’ button. Please re-enter your payment details correctly and you will be able to proceed with payment and completion of your order by clicking on the ‘Place Your Order’ button again.

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The Order Summary screen will detail your contact address, delivery address and the items in your order. You can change either of the addresses by clicking on the ‘Edit’ buttons next to them. In the ‘Additional Services’ section, there are a number of BBC Shop services you may wish to use before finally placing your order:

• Gift wrapping (except for magazine subscriptions, gift certificates and, of course, downloads) – further information
• Multiple delivery addresses: you can deliver different items in your order to different delivery addresses
• Redeem a gift certificate
• Redeem a promotion code
• Change quantities/delete items

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Once you have placed your order, you will see an ‘Order Receipt’ page. We recommend that you print this page for your records. You will also be sent an email confirming your order. It will list the items in your order, the cost (including VAT and P&P) and delivery/billing details. If your order has been unsuccessful, you will be made aware of the reason why and possible explanations.

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• 1. View your orders
• 2. Make changes to your order

My Account contains a record of all orders you have placed through BBC Shop.com. Through My Account you can track the progress of your orders, cancel item(s) from orders or view your order history.

To view an order:

• Go to My Account and sign in using your email address and password
• From the menu on the left hand side click ‘View My Orders’ in the 'Order Information' section
• You will be taken to a list of all your orders and you should then click on the 'View Order' button under the order you wish to track

Need to cancel all or part of your order? Click here.

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You can make any changes to your order, provided that it has not entered the despatch process.

If the order has already been processed you are still able to cancel your contract and/or return it to us under our full returns policy. For more information on how to return items please refer to our full Returns Policy or the information on your right to cancel a contract.

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• 1. Item Status definitions
• 2. Order Status definitions
• 3. Tracking an order after despatch

• In progress: this item in your order is being processed. If in stock, the item will generally be despatched within 1 working day.
• Items despatched: this indicates that this item has been despatched. It will also indicate the time, date and how the item was despatched. If the item was despatched using Parcel Force and a consignment number is provided, you will be able to track the delivery of your item(s) by clicking on the consignment number displayed.
• Complete: this indicates that this item has been despatched

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Each status is designed to indicate the progress of an order/item. The different order statuses are:

• In Progress: payment has been authorised and your order is with our warehouse and is being processed.
• Ready for Delivery: the goods in your order that show this status have entered the despatch process. Items that show this status cannot be cancelled.
• Delivered: this status indicates that the goods have been despatched. You can view more information about how and when the goods were despatched by clicking on the 'Track an order' link in your My Account page.
• Backordered: this status will appear if the item is a pre-order and is not yet available to despatch or if the item is temporarily out of stock.
• Cancelled: items that show this status have been cancelled. You will not be charged for items that display this status.

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Parcelforce

You are able to track an order if it has been despatched using Parcelforce and a consignment number has been provided. To track the order after despatch simply sign-in to My Account and then click on 'Track an order'. If a consignment number appears against an item(s) in your order, simply click on the number and you will be directed to the Parcelforce web-site where you can see the delivery status of your order.

Royal Mail

Orders despatched using Royal Mail are unable to be tracked. Most items despatched via Royal Mail are delivered within 1-2 working days from the date of despatch from our warehouse.

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• 1. Cancelling a gift certificate
• 2. Cancelling an order paid for with a gift certificate or store credit
• 3. Cancelling item(s) after delivery
• 4. Cancelling item(s) prior to despatch
• 5. Terms and conditions for gift certificates
• 6. Your right to cancel

To cancel a gift certificate:

• Go to My Account and sign in using your email address and password
• From the menu on the left hand side, click on 'View my orders' under 'Order Information'
• You will be taken to a list of all your orders and you should then click on the 'View order' button under the order you wish to cancel
• Click on the 'Cancel items' button at the bottom of the order
• Select the gift certificate you wish to cancel and click on the 'Cancel items' button
• This will immediately invalidate the Gift Certificate claim code sent to the recipient.

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If you cancel an order paid for with a Gift Certificate or Store Credit you must contact Customer Service for your refund to be credited to your Store Credit.

You can send an email message with your name, order number, cancellation and refund request to bbcshop@bbc.co.uk or contact our customer service team on 0844 848 9799 (UK), +44 1795 414 989 (outside UK), Monday to Friday between 8.30am and 6pm.

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To cancel a contract, please send in writing, a request to cancel the contract, by either post, fax or e-mail to the following address:

BBC Shop
PO Box 308
Sittingbourne
Kent ME9 8LW

Email: bbcshop@bbc.co.uk

Fax: +44 (0)1795 414 555

Please clearly state your order number, the date of purchase, your name and contact details, the item you wish to cancel and the reason as "cancellation of contract".

Once you have made a request in writing, fill out the returns form on the back of your receipt, which accompanies your items, giving the reason for return as "cancellation of contract". Please appropriately package the items with the receipt and send it to us so that we receive it within 10 working days of when it was delivered to you. The return address is:

BBC Shop
Returns Department
Technicolor Direct
Aldermans Green Ind.
Est. Dutton Road
Coventry CV2 2QT
England

Please note that you will be responsible for the costs of returning the goods to us unless we deliver the item to you in error or the item is faulty. If we do not receive the goods back from you, we may arrange for collection of the item from you and charge our cost of collection to you. When we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item to you as soon as possible, and within a maximum period of 30 days.

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You can delete any item from your order, provided that it has not entered the despatch process.

If the order has already been processed you are still able to cancel your contract and/or return it to us under our full returns policy. For more information on how to return items please refer to our full Returns Policy or the information on your right to cancel a contract.

To delete an item from your order:

• Go to My Account and sign in using your email address and password
• From the menu on the left hand side, click on 'View my orders' under 'Order Information'
• If the order is still 'In Progress' you can cancel all or part of the order.
• You will be taken to a list of all your orders and you should then click on the 'View order' button under the order you wish to cancel
• Click on 'Cancel items' button at the bottom of the order
• Select the items you wish to cancel and click on the 'Cancel items' button

Alternatively you can contact our Customer Service team.

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• Gift certificates may only be redeemed at our website, www.bbcshop.com or by telephone on 0844 848 9799 towards the purchase of products listed in BBC Shop's online catalogue.
• You cannot use a gift certificate to purchase another gift certificate.
• The gift certificate has a cash redemption value of 0.001p and is not transferable or assignable.
• Gift Certificates cannot be cancelled by the purchaser of the gift certificate once they have been redeemed in part or in full.
• Any unused balance will be placed in the recipient's account with BBC Shop and is not transferable. Your balance can be viewed at any time in the My Account section of the BBC Shop website.
• If the order exceeds the amount of the gift certificate, the balance must be paid by credit or debit card.
• To avoid disappointment, please make sure you redeem your gift certificate before the expiry date that appears on the certificate. Gift certificates and unused portions of gift certificates expire one year from the date of issue, where permissible under applicable law. Once the certificate has expired we are unable to extend the expiry date under any circumstances.
• Normal BBC Shop terms and conditions apply to all purchases except where they conflict with these terms and conditions.
• If you cancel an order for any item you have purchased by redeeming your gift certificate, your BBC account will be credited with the amount redeemed. If you redeemed your gift certificate in part payment of any item, you have the right to request a cash refund in respect of the amount you paid using your credit/debit card. If you do not request a cash refund your BBC account will be credited with the full amount paid.
• BBC Shop will have the right to close customer accounts and request alternative forms of payment if a fraudulently obtained gift certificate is either redeemed through the www.bbcshop.com website or is redeemed and used to make purchases on the www.bbcshop.com site.

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  6. Your right to cancel

  Should you proceed to order you will have the right to cancel for the purchase of any item from the time it is ordered to within seven working days of delivery (starting the day after you receive the goods). This is a UK statutory right and is separate and additional to our full Returns Policy. This will apply to your order unless you order video, DVD, Audio, Multimedia & Software products and the item has been unsealed. Should you cancel the contract we will then refund you the price you have paid for the goods and standard delivery costs, but not a service provided by us, such as a gift wrap service or a special delivery service. You are under a duty to take reasonable care of the goods, which means the goods must be unused. Should you order, details of this right will be sent to you with your confirmatory e-mail.

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• 1. Refunding a gift certificate purchase
• 2. Refunding an order paid for with a gift certificate or store credit
• 3. Returns Policy
• 4. Store Credit

In order to receive a refund the gift certificate must not have been redeemed in part or in full by the recipient. To receive a refund for a cancelled gift certificate order you need to send an email message with your name, order number and refund request to bbcshop@bbc.co.uk or contact our Customer Service team.

Click here to view gift certificate Terms and Conditions.

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If you cancel an order paid for with a Gift Certificate or Store Credit you must contact Customer Service for your refund to be credited to your Store Credit. You can send an email message with your name, order number and refund request to bbcshop@bbc.co.uk or contact our Customer Service team.

Click here to view gift certificate Terms and Conditions.

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At BBC Shop we want to provide you with the best possible customer service. If you need to return your goods please follow our 3 Point Returns Policy:

1. Any product can be returned for whatever reason for a refund of the cost of the product as long as the product is returned in its original condition. Please ensure that software, DVD, video and audio products have unopened packaging and/or seals, unless the item is faulty.

2. You will be fully refunded, including return of Royal Mail Registered Delivery costs for the UK and proof of posting from Europe, for a product which is damaged, faulty or incorrectly shipped or any circumstance that is in our error.

3. The product must be received by our returns department and have been sent to us within 30 days of receipt, at the address shown below:

BBC Shop,
Returns Department
Technicolor Direct
Aldermans Green Ind. Est.
Dutton Road
Coventry CV2 2QT
England

This returns policy is separate and additional to your right to cancel.

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You can access your store credit by placing the items you wish to purchase in your basket and then proceeding to checkout. Your Store Credit amount will be automatically deducted from the cost of your order. Any outstanding amount can be paid for using a credit or debit card. If your Store Credit is greater than the cost of the order the remainder of your Store Credit will remain in your account for your next purchase.

To check your Store Credit amount:

• Go to My Account and sign in using your email address and password
• From the menu on the left hand side, click 'Check Account Balance' under 'Account Details'
• Your Store Credit amount will be displayed at the top of the page.

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• 1. Pre-ordering

Make sure you are one of the first to receive your favourite BBC titles by ordering them before their release date. Find which products are available for pre-order in our New Releases department or by searching for the product name.

Pre-ordered products will be despatched 1-2 working days before the release date for delivery on the date of release. Please note that your credit card will not be charged until your order is despatched. If you change your mind, pre-orders can be cancelled.

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