FAQs

Sainsbury's Entertainment Frequently Asked Questions

Welcome!

Consumers vs Business Users

It’s safe to use our website

Just browsing?

Registering

What is “My Account”?

I have forgotten my password

Orders

• How do I view an order?
• How do I place an order?
• Can I change an order?
• Can I cancel an order?
• Order History?

Pre-orders

• What are pre-orders?

Shopping Cart

• What is the shopping cart?

Pre-Order Price Promise

• What is a pre-order price promise?

Vouchers

Sainsbury’s Entertainment Evouchers and promotions

Paying for an order

Shipments and deliveries

• When will my order be despatched?

Items lost in mail

Returns

Nectar Points

• Can I earn Nectar points?
• Can I redeem Nectar eVouchers?

Sainsbury’s colleagues – Colleague discount

Staying Safe Online

Contact Us

Welcome!

Welcome to the Sainsbury’s Entertainment website where we hope that you have an enjoyable shopping experience. This section of the site aims to answer any questions you may have about how to buy and receive entertainment products from Sainsbury’s.

www.sainsburysentertainment.co.uk (“Sainsbury’s Entertainment”) is a site owned and operated by Sainsbury’s Supermarkets Ltd.

Through this site, you will be able to purchase:

• Music and Spoken Word CDs.
• Films and TV Programmes – DVDs, Blu-Ray.
• Consoles and Games for Xbox 360, PSP, PS3, DS, Wii as well as PC games and gaming accessories.
• Hardback and Paperback Books

Consumers vs Business Users

As we are a business to consumer website, you may only purchase two units of the same title within any order and are limited to a maximum of two orders within 24 hours. If you require additional quantities of the same product, please contact Customer Services who will be happy to discuss your requirements with you.

It’s safe to use our website

We take and hold all our information securely and within the Data Protection Act guidelines. Please see our Privacy Policy for more information.

You can rest assured that shopping on line with Sainsbury’s Entertainment is safe and that any transaction you make is both private and protected. Any screen containing your personal details, passwords or payment details is delivered using 128 bit secure socket layer encryption.

Just browsing?

You don’t have to register if you’re just browsing our website but, if you want to shop, you will need to register on the Sainsbury’s Entertainment website.

This account will be separate from any other Sainsbury’s accounts you may hold for grocery or other home and garden online purchases.

You can register either at the end of your shop, i.e. at the Checkout, or follow the Register link at the top of each page at any time, whether you’re shopping or not.

Registering

• Click on the Register link at the top of any page on the Sainsbury’s Entertainment website.
• Follow the prompts to set up your account.
• When you register, you’ll need to give us some details including your name, email address and contact details. We’ll ask you to create a password for security purposes.
• If you have a Nectar card you can also register it so you can earn and redeem Nectar points when you shop on the Sainsbury’s Entertainment website.
• If you are a Sainsbury’s Colleague – you can register your Colleague Discount Card. See the section entitled Sainsbury’s Colleagues, which appears later in this document.

What is “My account”?

The “My Account” section is the area where after you’ve registered or signed in, you’ll be able to click on the “My Account” link to view or update your details. You will be able to:

• Manage your account details e.g. passwords
• View your order history
• View your outstanding orders and despatches
• View and update delivery addresses
• View any communication from the Sainsbury’s Entertainment team
• Subscribe and Unsubscribe to special offers and the Sainsbury’s Newsletter.

I have forgotten my password

If you have forgotten your password – don’t worry. You can reset your password by:

• Clicking on the “Login” button at the top of the page where you will be prompted for your Email address and password.
• Click on the “Forgotten Password” link and enter your email address in the box provided, we will then email you a new password.

Please note this email address is used for security purposes only and should therefore match the email address used when you registered for a Sainsbury’s Entertainment account.

The email should be with you in a few minutes.

As a reminder:

The email address should be the same as provided when you registered for a Sainsbury’s Entertainment account.

Your password should be 8 digits or more and must include: capital letters, lower case letters and numbers.

Orders

How do I view an order?

• Go to the “My Account” section.
• Orders which have been shipped will be listed in the “Order History” section.
• Orders which are still to be delivered to you will be shown in the “Outstanding Orders” section.

How do I place an order?

• Orders are placed by clicking on the “Buy” buttons located next to each product.
• Clicking the “Buy” button will add the product to your shopping cart.
• You may add up to 10 products to the shopping cart.
• Please ensure that you check all the products which you have added to your shopping cart to ensure you have included all the required items.
• Once you have reviewed and confirmed the order by clicking “Send Order”.
• You will be asked to enter your credit card details so that payment will be authorised.
• An order received message will be visible on the screen and an Order Confirmation email will be sent to you once you have clicked “Send Order”.

Orders with Multiple Lines:

• If your order contains two or more items, the delivery of each item will depend on the lead time which relates to each item.
• Check the website for confirmation of the “Usually delivers in …” lead time which is provided with each title when ordered.
• You may receive multiple deliveries in the case of multiple line orders.

As we are a business to consumer website, you may only purchase two units of the same title within any order. If you required additional quantities of the same product, please contact Customer Services who will be happy to discuss your requirements with you.

Can I change an order?

• Orders can be amended until they are sent to our distribution centre for despatch.
• Check your “Outstanding Orders” in the “My Account” section for confirmation of the order status.

As long as the order is still able to be amended, you can cancel the order. Unfortunately, it is not possible to amend the delivery address or quantity of units ordered at this point.

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.

Can I cancel an order?

• Orders can be cancelled up to the point where they are sent to our distribution centre for despatch.
• Check your “Outstanding Orders” in the “My Account” section for confirmation of the order status.
• If you cancel an order line, we will send you an email to confirm that the item ordered has been cancelled.

If you view a product in your “Outstanding Orders” list, this can be cancelled if the cancel order link is visible. Click on this link to cancel any order lines which are no longer required. You will need to cancel each unwanted line separately.

If you are unable to cancel your order online, yet the “Processing Order” message is displayed, please contact the Sainsbury’s Entertainment Customer Services team who will be happy to advise you.

The Sainsbury’s Entertainment Customer Services team can be contacted:

• Via the “contact Us” link which is located at the top of each page on the Sainsbury’s Entertainment Website
• On email at the following address: onlineservice@sainsburys.co.uk; or
• By telephone: 0800 328 1700

Order History

• You may review previous orders in the “Order History” section by clicking through to “My Account”.
• All items bought through the Sainsbury’s Entertainment site and which have been sent to you, will be listed in “Order History”. This includes any items which you have ordered for delivery through the post.

Pre-orders

What are pre-orders?

• Pre-orders are products which will be available for delivery at a future date. You can place an order for a pre-order item in the same way as you would order anything else from the website.
• The date of release will be located underneath the title and will be visible at the time of order.
• New releases are often available for “Pre-order” some time before they are able to be bought either in the shops or online.
• You will be able to purchase items for delivery prior to the release date by reviewing the “Pre-release” sections in each of the CD, Film & TV and Games areas and clicking the “Pre-order” button next to the title.
• Any pre-release items which are bought through the site, prior to the release date, will be delivered to your nominated delivery address on the day of release or as soon as possible after such date.
• Please note, release dates can change. We will send you an email if the release date of any product you have ordered, has been changed.
• No funds will be taken from your card/account until the goods are despatched. In the event that there is a price drop, see Pre-Order Price Promise below, a lower price will be charged.

Shopping Cart

What is the shopping cart?

The shopping cart is where all your purchases are listed prior to you confirming that you wish to send an order to Sainsbury’s Entertainment.

Products can be added to and removed from your shopping cart prior to you committing to purchase them.

The contents of your shopping cart can be viewed at the top of each page by clicking on “View Basket”.

Pre-Order Price Promise

What is a pre-order price promise?

Sainsbury’s Entertainment operates a price promise.

If you pre-order a title and we drop the price on the date of release, we will charge your payment card with the lower price or if payment has been taken we will refund the value of the reduction on the release date.

Vouchers

From time to time, the Sainsbury’s Entertainment team will make vouchers available for the purchase of products through the site.

To use a Sainsbury's Entertainment promotional code or eVoucher select your purchase(s) and add them to the shopping cart.

When clicking on the “Checkout” button, you are taken to the order summary page.

Add your voucher code or number to the area marked “Have a Sainsbury's Entertainment eVoucher?”.

By adding your Sainsbury's Entertainment eVoucher code to the order summary and clicking “Apply Code”, the order will be recalculated taking into consideration the value of the voucher. A revised total will be displayed.

To proceed with your order, click on the “Check Out” button.

Any other Evoucher supplied by Sainsbury's Stores or Sainsbury's website (i.e. www.sainsburys.co.uk) is not accepted on the Sainsbury's Entertainment website.

Sainsbury’s Entertainment Evouchers and promotions

Sainsbury's Entertainment Evouchers can only be used on our site subject to the Terms and Conditions (see Terms and Conditions).

Sainsbury's Entertainment Evouchers are, and remain at all times, the property of Sainsbury’s Supermarkets Ltd. The right to use a Sainsbury's Entertainment Evoucher is personal to the original or named recipient and may not be transferred without permission. It may not be copied, reproduced or published either directly or indirectly. Sainsbury's Entertainment Evouchers distributed or circulated without our prior written approval are not valid and may be refused or cancelled. If you redeem or attempt to redeem a Sainsbury's Entertainment Evoucher to which you are not entitled you may be committing an offence.

We reserve the right to cancel or withdraw any Sainsbury's Entertainment Evoucher or promotion at any time without notice and without reason. If we refuse a Sainsbury's Entertainment Evoucher for any reason we will inform you before the order is despatched and in any event before the transaction is completed to give you the opportunity to cancel the order.

Unless otherwise stated a Sainsbury's Entertainment Evoucher may be used only by the named recipient, it may only be used as stated on the Sainsbury's Entertainment Evoucher and not in conjunction with any other offer or evoucher (including vouchers and Evouchers obtained from Sainsbury's Stores or www.sainsburys.co.uk but excluding a Sainsbury’s Entertainment Nectar Evouchers). Sainsbury's Entertainment Evouchers cannot be exchanged for cash, gift vouchers, delivery charges (except where stated) or for a whole order (unless otherwise stated on the Sainsbury’s Entertainment Evoucher).

Certain goods may not be purchased using Sainsbury's Entertainment Evouchers. These include mobile phone top-ups, gift vouchers and any other items that we may from time to time exclude. Any excluded goods will not count towards any qualifying condition for the use of the Sainsbury’s Entertainment Evoucher.

When a Sainsbury's Entertainment Evoucher or other promotional offer applies to more than one Product, the total value of the promotional offer or discount is split and shared across each applicable Product in the correct ratio. If an item or part of the order is returned, then we will refund the relevant correct value.

Any other Evoucher supplied by Sainsbury's Stores or Sainsbury's website (i.e. www.sainsburys.co.uk)is not accepted on the Sainsbury's Entertainment website.

Paying for an order

You need to use a debit or credit card to pay for your order. You can pay with a valid MasterCard, Visa Credit Card and Visa Debit Card.

The address to which the card is registered must be the same as the billing address, although you may plan an order for an alternative delivery address.

You can tell us about a new payment card at any time using the “My Account” function of the website. Unfortunately, you are unable to change the card you use for an order once you have checked out.

If your card issuer is unable to authorise payment due to insufficient funds etc, you will need to contact your card issuer directly to resolve the issue. The Sainsbury’s Entertainment Team are unable to discuss any issues relating to the non-authorisation of cards payments.

Some card issuers will ring fence funds on your card/account at the time that we send the pre-authorisation message at the time of you placing your order. The ring fencing of funds on your card/account will vary in line with your card issuer’s terms and conditions.

Please note no funds will be taken from your card/account until the goods are despatched.

We’re sorry but you can’t use cash or cheques as payment through this website.

Shipments and deliveries

When will my order be despatched?

Your order will be despatched once payment has been authorised.

You will receive an email from the Sainsbury’s Entertainment team confirming that your order has been despatched.

Your order will be despatched in line with the lead times shown on the website next to each product. These lead times may vary between products. Please note that this is the date when the item will leave the Sainsbury’s Entertainment distribution centre. You will need to add on another 3 days for delivery to your door. An email will be sent to you confirming that we have shipped the item to you.

If, for any reason, the despatch of your product is delayed, you will receive an email confirming a revised shipping date.

Items lost in mail

All our deliveries are despatched by Royal Mail (2nd Class). If you have not received all or part of your delivery (despite receiving a despatch confirmation email) after 14 days, please contact Customer Service to register your delivery as "Lost In Mail".

You may also register your delivery as "Lost In Mail" by logging on to your "My Account" Section and clicking on the "Lost in Mail" link within the Order History detail.

In order to leave enough time for the Royal Mail to deliver your parcel, please wait 14 days after the delivery due 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.

Returns

Sainsbury’s Entertainment distribute entertainment product through the postal system to your home or nominated delivery address.

Should you wish to return any items bought from us, we will be happy to refund or exchange the product as long as it is either:

i) in a fully resalable condition and you have cancelled the order within 28 days of receiving the product,

ii) the product is faulty, or

iii) the product is damaged.

If you are reporting your product as "Lost in Mail", any lost mail must be reported within 28 days of the product despatch.

Our Returns Policy is valid for 28 days only from your receipt of the item you have bought. Please note this will not affect any of the manufacturers’ warranties for Physical Products such as games consoles.

You will be responsible for the cost of postage for returning the product if you have decided to cancel the order. If the items being returned to us are lost in the post, you must agree to our reasonable requirements for tracking the delivery (such as showing us the proof of posting) before we can give you a refund.

Items should be returned to the address on the Returns Label, together with the Return Authorisation email within 28 days of receipt, with all its labels still attached, with all the accessories, parts instructions and any free gifts included.

We regret that Sainsbury’s Entertainment cannot be held responsible for non-delivery of returned products.

Please refer to our Returns Policy for more details regarding returning product to us.

Nectar Points

Can I earn Nectar points?

You may collect nectar points on items bought through the Sainsbury’s Entertainment website.

Don’t forget to record your Nectar Card number in the “My Account” section of the website.

Nectar points are awarded at 2 points per full £1 spent on the site. Therefore, if your item costs £4.99, you will be awarded 8 nectar points.

From time to time, we will run Nectar Point promotions on nominated items. These promotions will be communicated through the site at the time of the promotion running.

Can I redeem Nectar Evouchers?

Yes you can. To find out how to obtain a Sainsbury’s Entertainment Nectar Evoucher for use on Sainsbury's Entertainment and read the associated Terms and Conditions please see our Using Nectar Points page.

Once you have received a Sainsbury’s Entertainment Nectar Evoucher code you can simply go to the 'Nectar Voucher' step in the checkout page and enter your code. By clicking “Redeem”, the order will be recalculated taking into consideration the value of the Sainsbury’s Entertainment Nectar Evoucher. A revised total will be displayed. To proceed with your order, click on the “Review and Confirm Order” button.

Sainsbury’s Entertainment cannot give change when a Sainsbury’s Entertainment Nectar Evoucher is used on Sainsburysentertainment.co.uk and if your total spend is less than the value of your Sainsbury’s Entertainment Nectar Evoucher your balance is “lost” and will not be refunded in any way. This also applies if the value of the basket falls below the value of the Sainsbury's Entertainment Nectar Evoucher once the order is picked.

Sainsbury’s colleagues – Colleague discount

If you are a Sainsbury's colleague, you are able to use your Colleague Discount Card to obtain discounts on purchases made on the Sainsbury's Entertainment Website.

As this website is managed separately from the Sainsbury's site (www.sainsburys.co.uk), you need to set yourself up with a new account for Sainsbury’s Entertainment. This can be done by logging on to the Sainsbury's Entertainment website and clicking on "Register" at the top of the page. Please note: you need to set up a separate Sainsbury's Entertainment account even if you have already registered on the www.sainsburys.co.uk website.

Once you have registered on the Sainsbury’s Entertainment website, go to the “My Account” section and check the box marked “I am a Sainsbury’s Colleague”. The screen will expand to enable you to add your valid colleague discount card number in the appropriate box.

Discounts are only available once you have registered your Colleague Discount Card. Unfortunately, we are unable to apply discounts retrospectively for purchases made in the past when a valid Colleague Discount Card has not been registered.

Staying Safe Online

Criminals sometimes send convincing looking but fraudulent e-mails to encourage people to take action. These e-mails often invite the recipient to open an attachment which infects their computer with a virus or to enter their details on a fake website. If you receive an e-mail which you think is suspicious, do not click on any of the links or attachments and delete the e-mail.

If you would like to view more information regarding how to protect yourself and your computer against phishing e-mails, please refer to:

http://www.getsafeonline.org

Contact Us

If you have any queries about your account or have a comment to make about our site, our product range or our service, please do not hesitate to contact the Entertainment Team. There are a number of ways to contact us:

1. Through the “Contact Us” link which is located at the base of each page on the website.

2. Via email at the following address: onlineservice@sainsburys.co.uk

3. If you would like to talk to a member of the Entertainment Team please call us on: 0800 328 1700.

The Sainsbury’s Entertainment Customer Services team are available 8.00am to 8.00pm, 7 days a week and we are looking forward to your contact.