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Frequently Asked Questions
If you find you still need assistance then please use the Contact Form.
Getting Started
How do I register to buy from Blockbuster Marketplace?
Do I have to be a registered subscriber to a DVD Rental package to buy from Blockbuster Marketplace?
How do I know whether an item is available to buy?
Pre-orders
What is a Pre-owned Pre-order?
When will I receive my Pre-order?
When will I pay for my Pre-order?
What is the Pre-order price guarantee?
How soon can I Pre-order an item?
My details have changed. How do I update my Pre-order?
Can I cancel my Pre-order?
My Account
Can I change my payment and address details?
I have forgotten my password. Can you remind me?
Ordering
How Can I buy an item from Blockbuster Marketplace?
How many items can I buy at a time?
How does the Checkout work?
Can I default my delivery address and credit card details for future orders?
How do I check the status of my Orders?
How can I cancel my order?
Why has my order been split into two or more individual order numbers?
Pre-owned
What is Pre-owned?
What condition should I expect to receive my Pre-owned order?
Are Pre-owned items guaranteed?
Can I trade my own movies and games via the website?
Will I receive the downloadable codes that may have originally accompanied the game?
Shipping Times and Charges
When will my order be dispatched?
How long will it take for my order to arrive?
What are your shipping charges?
What happens if an order is lost in the post?
Paying For Your Order
What methods of payment do you accept?
When will my credit card be debited?
Is it safe to use my credit card at Blockbuster Marketplace?
Do you charge VAT?
Returns & Refunds
What is your Returns Policy?
How do I return an item?
Do I have to pay postage to return an item?
How do I register to buy from Blockbuster Marketplace?
Registration is part of our checkout process.
If you have previously purchased something from blockbuster.co.uk or Blockbuster Marketplace you can login and use your existing account.
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Do I have to be a registered subscriber to a DVD Rental package to buy from Blockbuster Marketplace?
No. Anyone over 18 in England, Scotland, Wales, Isle of Man and the Channel Islands, with a valid credit or debit card can buy from us.
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How do I know whether an item is available to buy?
Any item that is in stock for immediate dispatch will have a 'buy' button; this can be seen in the search results or when viewing the product's page.
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What is a Pre-owned Pre-order?
A pre-order lets you place an order for an item that has yet to be released.
In the case of a Pre-owned Pre-order we expect to have pre-owned stock available by the release date shown on the product page.
The order will remain in our system and will be dispatched in time for delivery on the day of release.
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When will I receive my Pre-order?
Most pre-ordered items will be dispatched in time for delivery on the day of release.
Please keep an eye on the website for any changes to the release date.
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When will I pay for my Pre-order?
Payment will be taken when we dispatch your order from our Warehouse.
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What is the Pre-order price guarantee?
We guarantee that in the event that the price drops after you have pre-ordered your item you will automatically be charged the lower of the prices.
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How soon can I Pre-order an item?
You can pre-order an item as soon as availability has been confirmed.
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My details have changed. How do I update my Pre-order?
If you wish to change any details of an order you will need to contact our Online Customer Services Team on:
0845 60 60 383.
Our opening hours are:
9am - 5.30pm Monday to Friday
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here to email an online customer service representative.
Can I cancel my Pre-order?
You may cancel your order at any time by contacting our Online Customer Services Team on:
0845 60 60 383
Our opening hours are:
9am - 5.30pm Monday to Friday
If the item has not been processed and we have sufficient time to prevent dispatch we will not process payment from your card.
In the event that you wish to cancel your order after it has been processed you may cancel your order by returning the goods for a refund. Please see the 'Returns Policy' section below.
Note: You can check if your order has been dispatched from the My Orders section of your account.
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Can I change my payment and address details?
Yes. You can change your address and credit card details at any time during the buying process.
You can also add an additional delivery address separate to the billing address registered to your account.
Note: Once you have completed the checkout process you will be unable to update your card details or delivery address for that order.
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I have forgotten my password. Can you remind me?
Yes, go to market.blockbuster.co.uk and click on 'Log In' in the top right hand corner.
At the bottom of the page you should click on 'Forgotten your password?'. You will be prompted to enter your registered e-mail address.
You will need to click on 'send my password'; your password will then be sent to your registered e-mail address, please allow at least 10 minutes for this to arrive.
Alternatively you can click here to 'Log In'.
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How Can I buy an item from Blockbuster Marketplace?
To buy an item you need to click on the 'buy' button. This will add the title to your basket. You may then either continue shopping or progress to the checkout. At any time, you may review the contents of your basket by clicking on the basket link, which is located in the top right hand corner of every page.
Should you want to remove an item from your basket you can do so by clicking on the 'Remove' button next to the item you want to remove.
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How many items can I buy at a time?
You will be able to add a total number of 10 items to your basket.
Note: If you wish to purchase more than 10 items you will need to place a separate order.
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How does the Checkout work?
Once you have finished shopping you can proceed to the checkout to pay for your goods. The checkout consists of 5 simple steps:
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Register & Log In (new customers/existing customers)
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Delivery address (confirm your delivery address)
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Billing address (confirm your billing address)
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Payment (select a method of payment)
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Confirm (complete your order)
Note: If you have already registered your details with us you will have the option to select them during the checkout process or enter new details.
When you confirm your purchase you will be asked for the 3 digit security code on the reverse of your card. For your increased security and piece of mind you will be asked for this every time you place an order with us.
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Can I default my delivery address and credit card details for future orders?
If you wish to continue to use the same address and credit card details for future orders, you can speed up the order process by simply ticking the 'Make these my default payment and delivery options.' box located on the order confirmation screen.
This is located directly above the box that you must tick to agree to our Terms & Conditions.
Should you wish to change your default delivery address, billing address, or credit card details without making a purchase you can do this at any time by going to 'My Account' and then 'Change your Online Store Payment and Delivery Settings'.
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How do I check the status of my Orders?
You can check the status of your orders by clicking on 'My Account' located in the top right hand corner of the website, then click on the 'go' button to view your recent orders.
Alternatively you can click on the link below to view your recent orders:
Recent Orders
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How can I cancel my order?
You may cancel your order at any time by contacting our Online Customer Services Team on:
0845 60 60 383
Our opening hours are:
9am - 5.30pm Monday to Friday
If the item has not been processed and we have sufficient time to prevent dispatch we will not process payment from your card.
In the event that you wish to cancel your order after it has been processed you may cancel your order by returning the goods for a refund. Please see the 'Returns Policy' section below.
Note: You can check if your order has been dispatched from the My Orders section of your account.
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Why has my order been split into two or more individual order numbers?
Should you buy more than one item within the same order it is possible that the products will be dispatched from 2 different warehouses. If this is the case your order will automatically split in to different order numbers.
Please note: All postage and packing is free regardless of where your order is dispatched from.
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What is Pre-owned?
Pre-owned items are stock we have available that are either ex-rental copies or traded in copies from other customers.
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What condition should I expect to receive my Pre-owned order?
All Ex-rental and Traded movies or games are checked for high cleanliness and scratch quality. You may find some disks will show slight scuffs or marks, however this should not hinder its performance.
All items will be sold in their original packaging.
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Are Pre-owned items guaranteed?
Pre-owned items are all guaranteed for 6 months from purchase.
All pre-owned items are inspected for quality before dispatch.
If the item is faulty or was delivered damaged it can be returned for a refund within 6 months of dispatch.
We will refund all reasonable postage charges for faulty items.
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Can I trade my own movies and games via the website?
Unfortunately it is not possible to trade your old movies and games over the internet. However this can be done at your local Blockbuster store.
To find your nearest Blockbuster store please click on the link below.
Store Finder
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Will I receive the downloadable codes that may have originally accompanied the game?
Any downloadable content that may have originally come free with the game, when new, will not be available with Pre-owned orders.
Some DVDs now come with a digital copy code that allows you to watch the film on portable media players, without the disk in use. Unfortunately you may find that the digital copy will no longer be available to use on your portable media player.
Note: It maybe possible to access any downloadable content for a game via your consoles internet store. For example XBOX Live, Playstation Store, or WiiWare
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When will my order be dispatched?
Most orders will be dispatched the same day if placed before 12pm. Otherwise orders placed after 12pm will be dispatched the next working day.
Note: Some Pre-owned orders can take up to 48 hours to be processed and dispatched depending on quantity you order and location of the warehouse they are coming from.
Note: Multiple Pre-owned orders may be dispatched individually, therefore you may find items occasionally arriving at different times.
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How long will it take for my order to arrive?
If you have placed a pre-order, we will aim to post for delivery on the day of release.
Most orders over £100 or of significant weight will be sent via Royal Mail Parcel Force.
Note: Delivery by Parcel Force will require a signature for confirmation of delivery.
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What are your shipping charges?
All prices displayed are inclusive of delivery charges unless otherwise specified.
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What happens if an order is lost in the post?
If your order has not arrived within 15 working days of dispatch please contact our Online Customer Services Team on:
0845 60 60 383
Our opening hours are:
9am - 5.30pm Monday to Friday
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What methods of payment do you accept?
We currently accept Visa credit and debit cards and MasterCard. Unfortunately we are unable to accept American Express.
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When will my credit card be debited?
Payment will be taken when we dispatch your order from our Warehouse.
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Is it safe to use my credit card at Blockbuster Marketplace?
Blockbuster uses industry standard Secure Socket Layer (SSL) encryption to ensure the highest security for credit card and personal details submitted to us over the Internet. We're confident that we are offering the secure service you can expect from Blockbuster. Our security certificate is issued by Thawte and we use SSL 128 bit key encryption - US industry standard security software.
For added security and your piece of mind we have recently introduced Verified by Visa and MasterCard secure.
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Do you charge VAT?
VAT (Valued Added Tax) is charged at the UK rate of 20% on all products that are purchased at Blockbuster Marketplace. Prices indicated are inclusive of VAT; however your order confirmation and invoice will include a VAT breakdown for your information.
Should you require a VAT receipt please contact our Online Customer Services Team.
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What is your Returns Policy?
You can return any item to us for a refund as long as it is in its original packaging within 7 days of you receiving your order or within 6 months of dispatch to you if the item(s) are damaged when delivered, defective or faulty.
Unwanted Items - You can return any item for a refund as long as it's in its original packaging within 7 days of you receiving your order.
Faulty Items - If the item is faulty or was delivered damaged it can be returned for a refund within 6 months of dispatch.
Postage - We will refund all reasonable postage charges for faulty items.
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How do I return an item?
To return an item you will need to contact our Online Customer Services Team on:
0845 60 60 383.
Our opening hours are:
9am - 5.30pm Monday to Friday
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here to email an online customer service representative.
Do I have to pay postage to return an item?
Depending on which warehouse your order was dispatched from, your order may be eligible to be returned to us using our FREEPOST returns address, if not we will refund all reasonable package and postage charges incurred by you to return the item if the item is faulty, incorrect or upon request, providing proof of cost is provided to us. You will be notified of this when you contact our Customer Services team to arrange a return. Please see our Buying Online FAQ for proof of postage.
We strongly recommend that you obtain 'proof of postage' from your local post office, as Royal Mail will require this in order to be able to refund you should your order become lost in the post whilst being returned it to us.
For high value products (£50 or more) we strongly recommend that you use Royal Mail's Special Delivery service in order to provide you with adequate compensation should your order go missing in the post: on its way back to us. In this case we will refund any additional cost incurred sending your item(s) Special Delivery in the event the item(s) are faulty.
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