Frequently Asked Questions

Can't find what you are looking for? Please contact us.

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General

Products

Payment

Delivery

Return

Website

General

What are your opening times?

We are open Monday to Friday 9am to 5pm. We are closed at the weekend and on public holidays.

How do I get in touch?

You can find how to contact us here.

Where is your Store?

Our store is based in Glasgow and feel free to come visit. See our store details here.

Do you have any stores elsewhere?

Currently our sole store is based in Glasgow, however we offer next working day shipping to the rest of the UK. We also offer international shipping.

What is your Company and VAT Number?

CineStore Ltd is registered in Scotland, Number: SC554416, with our registered office at Pavilion 2, Finnieston Business Park, Minerva Way, Glasgow, G3 8AU. Our VAT Number is: GB264007232.

Products

I have some questions about a product?

Please get in touch here.

There is something I am looking for but cannot locate?

We stock 1000s product types and have access to thousands more through our suppliers. Not all products we have access to are listed on our website. We may still be able to supply certain items so please get in touch and we’ll see how we can help.

I would like to stock a product with you, how do I do this?

We’re always looking to expand and improve our product range. Please contact us to discuss stocking a product with us.

An item I want is out of stock?

Use the Alert Me feature on our product page to receive a notification when an item is back in stock. Some items may display as ‘back order,’ these items are ordered from suppliers and dispatched to you upon arrival to CineStore. Please Contact Us for any information about a product out of stock.

The product I am looking to purchase is cheaper elsewhere, can you help?

We endeavour to always have the best possible price possible. If you find it cheaper elsewhere please check out our Price Pledge form.

Can I expect an increased lead time on custom made products?

Yes, engraved and custom made products require time for manufacturing. This tends to be no longer than 2-3 working days.

Got a suggestion for an innovative product you’d like us to stock?

Please contact us to suggest a product you’d like to see us stock. Your feedback is how we decide which products to stock and we’re always looking to expand our range.

Payment

What is your Company VAT Number?

Our VAT Number is: GB264007232.

Can I get a VAT receipt?

Yes, we provide a VAT invoice for all orders. If you place an order through our website you will get one emailed to you automatically a short time after placing your order.

If I order from outside the UK can I get a VAT free invoice?

Yes, we do not charge VAT when the goods are being shipped outside the UK.

Do you charge in any other currencies?

Currently we only take payment in £ Pound Sterling.

I am having issues getting my card to work on the website, is there another way to pay?

Please email us your order and we can take payment via Bank Transfer. Please note that we will have to wait for the funds to clear before we can dispatch your order.

Is your website secure for taking Card payments?

Yes, we take your data security very seriously. Our webpage encrypts your visit using HTTPS. It also is certified Level 1 PCI DSS compliant.

Delivery

I need something quickly, how can you help?

We offer a Next Working Day service to most of the UK. We can aim for same day dispatch on weekday orders placed before 1pm. It is possible to organize same day courier delivery, to do this simply contact us.

How much does delivery cost?

You can see all our delivery information here.

How quickly will I get my order?

We can guarantee same day dispatch on weekday orders placed before 1pm. Transit time varies depending on the shipping option selected at checkout. We offer a few delivery options ranging from Next Working Day to 2-3 Working days. Please check the tracking information provided to you in your email. If you are unsure please get in touch here.

Can I change my delivery address?

Yes we can change this for you, there are a few checks we will have to carry out. Please email us from the same email address you used to place your order order.enquires@cinestore.co.uk.

Can you ask the carrier to put the delivery in a safe place?

Unfortunately we cannot guarantee that if you are not at the delivery address that your order will be put in a safe place. If you are not at home the carrier will leave a card, you will also be able to check the tracking information to rearrange delivery.

My order is taking longer than expected?

We and our carriers strive to get your order to you as quickly as possible, however we can not guarantee that there will not be delays sometimes. If your order is later than expected please get in touch so we can look into it for you Contact Us.

Is your packaging environmentally friendly?

We use plastic free, recycled and recyclable packaging wherever possible. We take our environmental commitments seriously and are consistently looking into ways to limit our environmental impact.

An item(s) I received are damaged or missing.

Please contact us with your order number here.
For more information about deliveries see our Delivery Information page here.

Returns

Can I return an item?

We accept returns as long as it meets our Return Policy. See more information on this here.

I want to exchange something for a different colour or size, how do I do that?

We currently don’t offer direct exchanges. So please send your item back using our normal returns process and place a new order for the alternative you desire.

I cannot find my receipt or proof of purchase, can I still return it?

We require proof of purchase to process any returns.
For more information about returns see our Return Information page here.

Website

Is your website secure?

Yes, we take your data security very seriously. Our webpage encrypts your visit using HTTPS. It also is certified Level 1 PCI DSS compliant for card payment.

I am having technical trouble with your website, how do I report the fault?

Please get in contact here.

I have forgotten my Password, where can I reset it?

You can reset your Password on the Login page, select ‘Forgot your password?’

I cannot find a product on your website?

We stock 1000+ product types and have access to thousands more through our suppliers. Not all products we have access to are listed on our website. We may still be able to supply certain items so please get in touch and we’ll see how we can help.

I noticed there is an error in your product information/imagery, who do I notify?

Please send us a message and link to the webpage here.

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