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Boldly Go... and Save on Star Trek Blu-ray & DVD
Boldly Go....and Save on Star Trek Blu-ray & DVD

FAQs

Frequently Asked Questions & Help with your account and purchasing on the Rarewaves.com

 

 

ABOUT RAREWAVES
  • Who are Rarewaves.com?

Rarewaves.com is an award winning retailer and one of the largest online retailers of entertainment products in the world, operating from London and Rushden in the UK. We have been trading since 2005, received the Queen's Award for Enterprise for Outstanding International Growth in 2018, and were included in the Sunday Times HSBC Tech Track 200 in 2021. For more information, please visit our About Us page https://www.rarewaves.com/pages/about-us

 

ACCOUNT

  • How do I log in and out?

You can log in via the Login button at the top of the page (under the basket icon on desktop or in the sidebar menu on mobile). Alternatively, when going through checkout, you’ll be offered the option to sign in.

To logout, click the logout button at the top of the page.

  • How do I create an account?
You can create an account by clicking 'Create Account' on the login page and filling in your details.
  • How do I make a purchase?
Find the product(s) you want and click on the ‘add to basket’ button, then follow the prompts through the checkout process.
  • Can I check out as a guest?
Yes! Guests need to submit their name, email address, billing and delivery address and card details, but this won’t create an account.
  • What's the difference between registering for an account and guest checkout?
During the checkout process, you’ll be given the chance to sign in or checkout as a guest. Guests need to give their name, email address, billing and delivery address and card details, but this won’t create an account, meaning you won’t be able to view past orders or see the status of your current purchase.
  • How do I update my account details once I have created an account?
At present, only delivery addresses can be edited by customers. Once logged in, click on “view addresses” and the option to either edit or add a new address will be available. If you need to amend any other information, such as your email address, name, or marketing preferences, please contact us by email at shop@rarewaves.com
  • How do I change my password or what if I’ve forgotten my password?
On the Login page, click “Forgot your password?” and follow the instructions to reset your password. We’ll send an email to your registered email address so please make sure you’re still using the correct email account. If you’ve changed your email address, please contact customer service.
  • How do I sign up to or opt out of newsletters?
You can choose to opt-in to marketing emails via the sign up box on the homepage of the website. You can also specify which type of product you’d prefer to receive emails about by clicking "edit preferences" on any marketing email you receive. To opt-out of these emails, please click the unsubscribe link at the bottom of any marketing email at any time.
  • How do I close my account?
We’re sorry that you want to close your account. Please contact us via email at shop@rarewaves.com and we’ll sort this out for you. If you have any concerns or issues you’d like us to address going forward, please also feel free to pass these on as we’re always looking to improve our service.
  • How do I get a VAT receipt?

Please directly contact us at shop@rarewaves.com if you require a VAT invoice and we will be able to process this for you.

 

AVAILABILITY
  • The item I want to order is out of stock – when will it be available again?
Unfortunately, we’re unable to give back in stock dates for specific items however, our stock information is updated every day direct from suppliers.
  • I want to place a bulk order; how can I do this?
Should you wish to place a bulk order with Rarewaves.com, please contact us and we’ll be able to advise if the required quantity is currently in stock. If we do not have the full amount available, we’ll contact our suppliers to make sure that their stock levels will be able to fulfil your order. Bulk quantities of single items will be consolidated and shipped as one delivery and we will not dispatch until the full quantity is in stock at our warehouse. If you are ordering bulk quantities across multiple items, then we will ship a consolidated delivery once the majority has been received at our warehouse, with outstanding items shipped as they arrive from our suppliers.
  • If I pre-order something, when will I receive it?

We aim to dispatch all pre-order items in enough time that customers receive them on the advertised date of release. Occasionally, circumstances outside of our control can cause delays but we will endeavour to dispatch items as soon as they’re available. We would always recommend pre-orders be placed well in advance of the release date to ensure they are dispatched in time.

 

PRODUCTS & PRICES

  • I need more information on a product.
We’re always working to improve the information we provide on site about our products but if you have any questions, please feel free to contact us.
  • What does it mean if an item is limited?
Sometimes, an item may be limited by the supplier to a small number of copies (e.g. Coloured Vinyl, Steelbooks, etc). In this case, we will make every effort to ensure customers are aware of the limited nature of the product.
  • I am shopping from outside the UK - will there be additional charges on my order?
If your order is being delivered outside the UK but within the EU, please be aware we have signed up to the EU’s Import One-Stop Shop (IOSS) which is a unique VAT payment system throughout Europe. Therefore, since 1st July 2021, no additional VAT fees should be paid for the delivery of parcels in Europe. 
If your order is being delivered outside of the UK or EU, please note it may be subject to additional charges, taxes, or customs duties in the destination country. Any charges are to be paid by the customer and we cannot be held responsible for any delays that may occur as a result of customs clearance. We would advise you to check with your local territory on any possible charges prior to placing your order.
  • Why has a price changed from when I last looked?

We’re always updating our website to ensure that we’re passing on all savings to our customers. This can mean that prices will change from time to time to reflect the current offers available. If you believe there has been a discrepancy on your order, or an issue when making payment on our website, please contact us and we’ll investigate further.

 

DELIVERY
  • Where does Rarewaves ship to?
Rarewaves ships internationally. We're proud to have served customers in over 200 countries and independent territories around the world. For an up-to-date list of all countries we ship to, please see a list here https://www.rarewaves.com/pages/delivery
  • How much does delivery cost?
Delivery in the UK is free on all orders and is sent by Royal Mail 2nd Class. Worldwide delivery varies by country - please see https://www.rarewaves.com/pages/delivery for the full list of postage costs by country.
  • How long does delivery take?

All orders are shipped from our warehouse in Rushden, UK via Royal Mail 2nd Class. Dispatch times may vary by product and so are displayed on the item page and your order confirmation email. Orders usually arrive with customers within 3-5 working days of dispatch, however, if your item hasn’t arrived within 7 working days of dispatch, please feel free to contact us.

International estimated delivery times are as follow:

  • Europe & Channel Islands: 7 to 10 working days
  • USA: 7 to 15 working days
  • Rest of the World: 9 to 21 working days
  • Do you have a next day delivery service?
Currently, we do not offer a tracked or next day service for any items purchased on Rarewaves.com.
  • What happens if I'm out when you deliver?

If your package won’t fit through the letterbox, Royal Mail will attempt delivery of your item to one of your neighbours and they will post a ‘Something for you’ card through your letterbox telling you this.

If they’re unable to deliver an item to you, or a neighbour, your item will be returned to your local Royal Mail delivery office for you to collect it, or to arrange a redelivery. Again, they’ll post a ‘Something for you’ card through your letterbox telling you this. The ‘Something for you’ card shows the address and opening hours of the local delivery office.

  • Can I change my delivery address?
If you wish to change the delivery address for your order please contact us within 48 hours of placing your order. Please note, we are only able to change the address to one which matches the country of the original delivery address.
  • Can I change my method of delivery?
We do not currently offer any alternative methods of delivery but please contact us if you wish to discuss this prior to completing your purchase.
  • Why has my order not arrived?

Most UK orders should arrive within 7 days of dispatch from our warehouse. Delays do occasionally occur within the mail system, however please contact us at shop@rarewaves.com if you have not received your order within this time.

For any international orders, please use our estimated delivery times as a guide before contacting us and/or your local mail provider.

  • Something is missing from my order - what should I do next?

When purchasing multiple items in one order, these may occasionally be shipped separately. Please be assured that all items will be posted as soon as possible. If you have been waiting for some items for more than 7 days, please follow the “why has my order not arrived?” instructions above.

 

ORDERS

  • How do I see the status of my order?
You can see the status of your order by logging into your account where all past orders will be visible. If you placed your order as a guest, unfortunately you cannot view the status of your order.
  • How do I change or cancel my order?
Once your order has been placed, we are unfortunately unable to amend most details of the purchase. If your items are not listed as “fulfilled” within your account details however, please contact us immediately to see if we can adjust or cancel the order. If your items have been dispatched from our warehouse, please follow our returns procedure once you have received the parcel.
  • My item is damaged, faulty or incorrect - what should I do now?
If your item is damaged, faulty, or incorrect, please contact us and let us know the details. We’ll attempt to resolve the issue as quickly as possible.
  • Why has my order been cancelled?
In the unlikely event that your order is cancelled by us, you should receive an email providing the reason for the cancellation. The most likely reason is the item is no longer available or payment has failed, but please contact us if you would like further clarification.
  • Is there a limit on how much I can order?
There is no set limit on the value of your orders within our store, however please be aware our provider Shopify may flag some high value orders as part of their standard risk management protocols.
  • Where can I view my order history?

You can view your full order history by logging into your account where all orders will be visible. Unfortunately, any orders placed as a guest cannot be linked to a registered account.

 

DVD/BLU-RAY REGIONS

DVD Regions

The majority of our Film and TV product is sourced from the UK. All DVDs on Rarewaves.com are therefore Region 2, unless explicitly stated otherwise on the product page. Please see below for the specifics of each DVD region:
  • Region One: US territories, Canada
  • Region Two: Europe, Japan, Middle East, Egypt, South Africa, Greenland
  • Region Three: Taiwan, Korea, Philippines, Indonesia, Hong Kong
  • Region Four: Australia, New Zealand, South America, Mexico, Pacific Islands, Caribbean
  • Region Five: Russia, Eastern Europe, Africa, India, North Korea, Mongolia
  • Region Six: China

Blu-ray Regions

As with DVDs, Blu-ray stock is also sourced from the UK and therefore all Blu-ray items on Rarewaves.com are Region B unless stated otherwise. Please see below for the specifics of each Blu-Ray region:

  • Region A: U.S., Japan, Latin America, East Asia
  • Region B: Europe, Africa, Australia, New Zealand
  • Region C: China, Russia, Remaining countries

    PARENTAL ADVISORY & CERTIFICATED PRODUCTS
    • What does Parental Advisory Logo mean?
    The Parental Advisory Logo is a notice to parents that a recording or music video contains lyrics, images or other content that may be considered offensive or unsuitable for children. The wording “Explicit Lyrics” can also be seen on some of these products.
    • What do age ratings mean, including PEGI age ratings on games?

    Age ratings are classifications given to all visual recordings (4K Ultra HD, Blu-ray, and DVD) and video games in the UK to ensure that entertainment content is labelled as suitable for a particular age group. These are used as guidance for customers as to the appropriateness of a particular piece of content.

    The BBFC and PEGI organisations determine these classifications for UK consumers and all products sold on Rarewaves.com that require these ratings abide by their rules and regulations.

    You must be at least 18 years old to order goods from us. By placing an order, you warrant that you are at least 18 years old.

    Please see https://www.bbfc.co.uk/ and https://pegi.info/ for more information.

     

    PAYMENT
    • Which payment methods can I use?
    We currently accept the following methods of payment on Rarewaves.com:
    • American Express
    • VISA
    • Mastercard
    • Maestro
    • Paypal
    • Apple Pay
    • Google Pay
    • Shop Pay
    We do not accept bank transfers.
    Some of the above payment methods are only available in certain countries or may have restrictions around particular currencies. Please consult the payment providers directly for a list of these countries and any restrictions that may exist.
    • How do I add a new payment card to my account?
    We do not retain any payment details of customers and you cannot save cards to your account. For new orders, you will be asked to enter your card details during the checkout process only. If you wish to change the payment details for an existing order, please cancel the order and place a new order using the new card details.
    • What does it mean if my payment failed?
    Either your payment card has expired, you do not have enough funds in your account, or your card has failed one of our security parameters, which are in place to create a safe shopping environment for our customers. The order will be cancelled, and you’ll need to place the order again. If you are concerned there has been an error in processing your payment, please contact us for further assistance.
    • What does it mean if my payment card was flagged as “fraudulent”?
    Shopify oversees all payments through our platform and, on occasion, flags certain orders or cards as high risk or possibly fraudulent. If you believe your account has been flagged in error, please contact Shopify who will be able to assist you in verifying your card details.
    • Can I change the card details on an existing order?
    As payment is taken immediately upon placing your order, we are unable to change payment details after the fact. If you wish to change the payment details, please cancel your order and place a new order with the correct card details.
    • When will I be charged for my order?

    Payment is taken at the time of placing your order, regardless of the release date of the item you are purchasing.

     

    PROMOTIONAL TERMS & CONDITIONS

    • Black Friday Code

    Code VINYLJUNKIE is a 10% discount code for Vinyl purchases through Rarewaves.com online. Valid on orders placed after 12:00 (GMT) Thursday 26th November 2022 and offer ends 09:00 (GMT) Monday 28th November 2022. The code may not be combined with any other vouchers or discounts. Not valid on prior orders or purchases; cannot be transferred or otherwise redeemed for cash or promotion codes. Any refunds will take into account the discount applied at time of purchase. Rarewaves reserves the right to withdraw this offer at any time.

     

    RETURNS

    • My item is damaged, faulty or incorrect - what do I do now?

    We’re sorry to hear there’s a problem with your order. If your item is damaged, faulty or incorrect, please contact us and let us know what’s happened; we’ll provide details on how to resolve the issue. Please provide the order number and details regarding the nature of the issue. If a return is authorised, please return the item to the below address;

    Rarewaves Ltd
    The Light Box, Unit 144
    111 Power Road
    Chiswick, London
    W4 5PY
    United Kingdom

    • My item is unwanted - can I return it?

    We can accept returns for unwanted items provided they are returned within 30 days of receipt, unopened and unused and in all original packaging. For all returns, please obtain proof of postage when sending these back to us as we cannot be held responsible for items damaged or lost in post. Please return all items to the below address;

    Rarewaves Returns
    c/o Whistl Fulfilment
    Belkin House (Unit 2 Door No. 2)
    Shipton Way
    Express Business Park
    Rushden
    Northamptonshire
    NN10 6GL
    United Kingdom

    • How long will my refund take?
    All refunds are processed through Shopify and may take up 5 working days to process once we have confirmed receipt of your returned product. If you have not received your refund within 14 days of posting the item back to us, please contact us with proof of postage and details of the item returned.
    • I have a problem with my technology product, what should I do?

    If an item purchased from us develops a fault through no fault of your own, please get in contact with us and let us know the details. We may be able to assist with troubleshooting or put you in touch with the manufacturer if the fault cannot be corrected. Please ensure you keep hold of all accessories, manuals, cables that are provided with an item when purchased as these will be required if we need to arrange return or replacement.

     

    SECURITY
    • I’ve received an email that I think may be fraudulent. How will I know if it’s from Rarewaves?
    Please be advised that we will never contact you by email to ask for any payment details or personal information. If you have any concerns over an email you think is from us, then please contact us.

     

    PRIZE DRAW TERMS & CONDITIONS
    • Please see here for all information regarding terms and conditions for social media prize draws and competitions.

     

    REWARDS SCHEME TERMS & CONDITIONS

    • For a how-to guide to using the Rarewaves Rewards Scheme please click here.
    • Please see here for all information regarding terms and conditions for the Rarewaves Rewards scheme.