Delivery Policy

Delivery Policy

Please note from 3 March 2014 Sainsbury’s Entertainment online will no longer accept orders for physical products (e.g. DVD,s Blu rays, CDs, games, games consoles and books). However for physical products purchased prior to 3rd March 2014 this Delivery Policy shall apply.

All deliveries are made free of charge to all mainland UK postal addresses. This free service usually takes 3-5 working days from the date of posting.

We reserve our right to charge for deliveries to the Isle of Man, Channel Islands, Orkney, Shetland and Scottish Islands. In the event we do charge for such a delivery we will advise you of the level of the charge prior to your confirming the order.

For pre-orders of new releases, we post items in time to arrive on the day of release. As items are sent via Royal Mail, delivery days can't be guaranteed and delays can sometimes occur, so please bear this in mind when contacting us.

Unfortunately, we are unable to deliver our products to any address outside the UK or to BFPO addresses.

All orders are despatched via either Royal Mail and are made to mainland UK and Northern Ireland addresses. We are unable to provide named day deliveries.
Delivery Lead Times

All deliveries are made free of charge to all mainland UK postal addresses. This free service usually takes 3-5 working days from the date of posting. Customers receive an email with an estimated delivery date upon placing each order, and a further email when each item has been despatched.

Delays do occasionally happen, despite our best efforts. Sorry, but we can’t accept liability for any delay or for not delivering the products within the estimated delivery time. For pre-ordered products the product will be despatched by us so that it will be with you on its release date or as soon as possible after such date.
Items with Different Delivery Lead Times

Individual items within your order may have different lead times for delivery. We will send you a Despatch Confirmation by email to confirm the lead times at the time of your order. In addition, if the lead times should change due to a supply issue or any other unforeseen reason, we will send you an email to confirm the revised lead time.

If you wish to cancel your order due to changing lead times, the quickest way to do this is on the “Outstanding Order” section within the “My Account” area of the website. Alternatively, contact the Sainsbury's Entertainment customer service team by clicking Contact Us on the website.

We will send you an email to confirm that each of your ordered items have been despatched.

Return to the top of page
Receiving Your Delivery

Each product ordered through Sainsbury’s Entertainment will be despatched in a separate package, regardless of the number of items you have ordered. This is because our products may be despatched from various locations.

Your first delivery on your Sainsbury’s Entertainment account must be to the billing address on your registered credit card or debit card, the delivery address cannot be changed for future orders until your first order is despatched.

After the despatch of your initial order you may edit or create a new delivery address for future orders. However, you cannot amend a delivery address once the order has been confirmed.

Should you need the delivery address changed for pre-orders or orders which have not yet been sent to our distribution centres then please contact our Customer Services team.

Some high value or large, bulky items may be delivered to you directly by our nominated carriers. If your item is despatched in this way, we will send you an email with the details of the carrier and how to track your delivery while it is on its way to you.
Items Which Are Lost In Mail

All our deliveries are despatched by Royal Mail. If you have not received all or part of your delivery (despite receiving a despatch confirmation email) after 14 days, please register your delivery as "Lost In Mail". The quickest way to do this is by logging on to your "My Account" Section and clicking on the "Item not received" link within the Order History detail. Alternatively, contact the Sainsbury's Entertainment customer service team by clicking Contact Us on the website.

In order to leave enough time for the Royal Mail to deliver your parcel, please wait 14 days after the estimated delivery date noted in your Despatch Confirmation Email, before registering your delivery as "Lost In Mail".

Items will not be registered as "Lost In Mail" within 14 days of the product being sent to you.

Return to the top of page
Returns

If you wish to return items which you have ordered, please refer to our Returns Policy by clicking on the Returns link.

We will be happy to refund a product in accordance with and subject to our Returns Policy.

If your delivery is faulty or damaged or if you have received the wrong product, please log on to the “Order History” section in the “My Account” area of the Sainsbury’s Entertainment website. Once you have done this, you can request a return authorisation for any item ordered, or you can complete the Contact Us form and the Sainsbury’s Entertainment Team will respond to your enquiry.
Customer Services

If you would like to talk to a member of the Entertainment Team please call us on: 0800 328 1700. We are open 7 days a week.

Our opening hours are: 8am – 8pm, 7 days a week.

Alternatively, you can send an email to: onlineservice@sainsburys.co.uk
www.sainsburysentertainment.co.uk ("Sainsbury's Entertainment") is owned and operated by Sainsbury's Supermarkets Ltd.

All orders are managed and despatched through Sainsbury's Supermarkets Ltd.

Return to the top of page
Updated 3rd March 2014