FAQs

Sainsbury's Entertainment Frequently Asked Questions

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 content 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 (MP3 downloads)
  • Films – Video On Demand to Rent or to Buy (Watch Movies Online)


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.

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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.

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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
  • View and update billing addresses
  • View any communication from the Sainsbury’s Entertainment team
  • Subscribe and Unsubscribe to email marketing.

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 6 characters or more and must include 1 number.

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Orders

How do I view an order?

  • Go to the “My Account” section.
  • Orders which have been purchased will be listed in the “Order History” section.
  • Pre-orders which are still to be fulfilled will be shown in the “Outstanding Orders” section as ‘coming soon’

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 basket.
  • You may add up to 20 products to the shopping basket.
  • Please ensure that you check all the products which you have added to your shopping basket to ensure you have included all the required items.
  • Once you have reviewed and confirmed the order by clicking “Confirm Digital 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 “Pay Now”.

Can I change or cancel an order?

  • For orders of physical products made before 3rd March 2014 please click the Returns
  • Check your “Outstanding Orders” in the “My Account” section for confirmation of the order status.

Due to the nature of digital content (which means you are immediately given access to the digital content) you will NOT be able to change or cancel an order once you have completed an order by clicking on the “Pay now” button at the end of the Checkout process. This will not apply to Pre-ordered digital content; you will be able to cancel a pre-order at any time prior to the release date of the relevant digital content.

Please also see our refunds policy for digital content.

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 digital content or physical products which you have ordered prior to 3 March 2014 for delivery through the post.

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Pre-orders

What are pre-orders?

  • Pre-orders allow you to purchase content at a date before the actual date of release of that content but you will not be able to access the content until the release date. This is available on selected MP3 music content. You place the order 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.
  • Some new releases are available for “Pre-order” before they are able to be bought.
  • Any pre-release items which are bought through the site, prior to the release date, will be available to you on the morning of release.
  • Please note, release dates can change. We will send you an email if the release date of any product you have ordered, has changed.
  • No funds will be taken from your card/account until the content you have purchased is available on the release date. In the event that there is a price drop, see our Pre-Order Price Promise below, a lower price will be charged.

Shopping Basket

What is the shopping basket?

The shopping basket 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 basket prior to you committing to purchase them.

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

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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 the price is lower on the date of release, we will charge your payment card with the lower price.

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 basket.

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.

Sainsbury’s Entertainment cannot give change when a Sainsbury’s Entertainment Evoucher is used on our site. If your total spend is less than the value of your Sainsbury’s Entertainment Evoucher your balance is “lost” and will not be refunded in any way.

Sainsbury's Entertainment Evouchers and promotional codes are subject to terms and conditions found Sainsbury's Entertainment Evouchers and promotional codes are subject to terms and conditions found Terms and Conditions.

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.

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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 or by using a Sainsbury’s Entertainment Nectar Evoucher or Sainsbury’s Entertainment Evoucher as above.

We do NOT accept American Express cards, Maestro Cards or prepaid MasterCards.

Sainsbury’s Entertainment Nectar Evouchers may be used in conjunction with a Sainsbury's Entertainment Evoucher, promotional prices and promotional offers on www.sainsburysentertainment.co.uk but not in conjunction with any other offer or Evoucher (including vouchers and Evouchers obtained from Sainsbury's Stores or other Sainsbury’s website).

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 register 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 £7.99, you will be awarded 14 nectar points.

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.

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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.

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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

ATVOD

The Authority for Television On Demand Ltd (“ATVOD”) regulates the editorial content of on-demand programme services. This includes ensuring that rules governing material likely to incite hatred, material which might seriously impair the development of under 18s, product placement in programmes and sponsorship of individual programmes or services are observed. You can submit a complaint about any of these aspects of our on-demand service to ATVOD using the online complaint form here

You can also send your complaint to ATVOD by email to complaints@atvod.co.uk or by post to ATVOD Complaints, 27 Sheet Street, Windsor, Berkshire, SL4 1BN

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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.

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Last updated: 3rd March 2014