FAQ - Pay Per Rent at Blockbuster.co.uk

How Much Does Pay Per Rent Cost?

New release DVDs are priced at £4.50 to rent for 5 nights and all other DVDs are priced at £3.50.

We allow for postage time (from us out to you and from you back to us) and this does not use up any of your 5 night rental period.

If an item is received back after the due date, you will be charged Extra Night Option Fees of £0.90 per night for new releases and £0.70 per night for all other titles.

If you fail to return a DVD, you will be charged 15 Extra Night Option Fees, plus the Replacement Cost of the item.

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What Payment Methods Do You Accept And Is Your Site Secure?

All payments are in British Pounds Sterling.

Credit / Debit Card over the Internet

Blockbuster accepts the following cards: Mastercard, Maestro, Visa, Delta and Electron. Other payment types may be available shortly.

Please note: if a Maestro, Delta or Electron card is used to pay for a Pay Per Rent title, you will be asked to re-confirm that you are aged 18 or over. This is because these debit cards can be issued to people under 18 and the Pay Per Rent service cannot be used by customers under 18 years of age.

We have a secure server that uses Secure Sockets Layer (SSL) encryption to protect your card details. The encryption software scrambles the data with a secret code so that no one can make sense of it while it's being transmitted. When the data reaches its destination, the same software unscrambles the information. Because of the way the Blockbuster web site has been designed (using frame sets), a padlock will not appear at the bottom of your browser. N.B. Secure sites are normally denoted by a padlock at the bottom of the page. Please be assured that we would not be allowed to display the “Thawte” logo in our checkout if we did not comply with the requirements to ensure a secure site. To find out more about Thawte, click here.

Please note that your card will not be debited until your order is about to be dispatched.

Splash Plastic

We do not accept payment by Splash Plastic for Pay Per Rent items. This is because there is no facility for charging Extra Night Option Fees or Replacement Costs to a Splash Plastic card. Consequently only debit and credit cards can be used if your basket contains a Pay Per Rent item.

Credit / Debit Card by phone, fax or post

We are currently unable to accept credit / debit card details by phone, fax or post for Pay Per Rent items. However, such transactions may be possible in the future.

Cash, Cheques, Postal Orders or Eurocheques by post

We are currently unable to accept payment pay by cash, cheque, postal order or Eurocheque for Pay Per Rent items.

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How Many DVDs Can I Order In One Go?

You can rent up to 6 different titles at any one time once you have completed your first order.

N.B. Your first order is limited to 4 DVDs. However once this first order has been returned, and any associated Extra Night Option Fees have been paid, you can place your next order.

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How Long Can I Keep My Pay Per Rent Order For?

You can keep your rental DVD(s) for 5 nights. We allow for postage time (from us out to you and from you back to us) and this does not use up any of your 5 night rental period.

When you receive your order, you will find the "Post by" date clearly shown on the Returns part of the envelope.

N.B. You don't have to keep the DVD that long. Returning your DVD to us before the date shown won't reduce the rental price but it will mean you can rent more DVDs as soon as we receive back the previous order.

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Will I Have To Pay For Postage & Packaging?

When you place a Pay Per Rent order, the cost of the postage and packaging is included in the rental price.

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What Kind Of Titles Can I Rent?

We have a great range of chart and classic DVDs – with thousands of titles to choose from.

We stock chart DVDs from their day of release. We also have a huge range of classic DVDs, across various categories: Action, Drama, Family, Comedy, Horror, Sci-Fi, Bollywood plus Specialist and Music.

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Are There Any Restrictions On Who Can Use The Pay Per Rent Service?

Customers outside the UK

The Pay Per Rent service is only available to customers in the UK. This is because the FREEPOST service we have set up to enable you to post the DVD back to us is not available to overseas customers.

Customers with invalid post codes

The Pay Per Rent service is only available to customers with a valid UK post code. This is a security measure to avoid sending out DVDs to addresses that do not exist.

Customers with restricted post codes

There are a small number of post codes that we cannot deliver to in the UK, such as those in Northern Ireland and the Scottish Isles. This is due to copyright issues and postage problems respectively.

Customers under 18 years of age

Unfortunately customers under 18 years of age cannot use the Pay Per Rent service. As per our high street store rental membership requirements, this service is only available to customers aged 18 or over. This is because of legal requirements that Blockbuster must comply with.

At this time, Additional Renters cannot be set up for the Pay Per Rent service (as per high street store rental membership), i.e. there is no facility that would allow customers under the age of 18 to rent titles by post that have certification appropriate to their age. However such a facility may be possible in the future.

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How Do I Contact Customer Services?

Our dedicated Pay Per Rent customer services team can be contacted as follows:

Telephone: 0845 60 60 383

Email: onlinestore@blockbuster.com

The Pay Per Rent customer services team is available between 9:00 a.m. and 5:30 p.m., Monday to Friday; 10 a.m to 4 p.m., Saturday. Outside of these hours there is an answering machine.

N.B. If you call during the hours shown above, the team might be on the phone to other callers - but you can leave a message and they will call you back as soon as they are free. No matter where you’re calling from in the UK, this will be charged as a local rate call.

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Why Do I Need To Register To Use The Pay Per Rent Service?

In order to use the Pay Per Rent service, you will need to be a Registered User. Registration is free and once you have completed the simple registration process you will be able to us the Pay Per Rent service, as well as buy online, enter competitions, rate films and games and play free online games.

As a Registered User, you will not have to fill in your name and address every time you place an order. Our system recognises you when you Log In and recalls your personal details each time. Please note, we do not store your card details. This means that you will be required to enter them each time you place a Pay Per Rent order. This is for your own security.

If you are not a Registered User, you will not be able to use the Pay Per Rent service.

You can edit the information you have supplied at any time by clicking on the MyAccount button.

Should you have any problems with this process, do not hesitate to contact the Pay Per Rent customer services team.

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What If I Forget My Log In Password?

If you forget your Log In password, you can use the facility within the Log In section to receive an automatic emailed reminder of your password.

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Using the Service

How Do I Find What I Want?

Check out our Quick Start Guide.

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What Happens If The DVD I Want Doesn’t Have A “Pay Per Rent” Button Next To It?

Because the Pay Per Rent service works on a live stock system, you can rent any title showing a “Pay Per Rent” button.

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How Do I Use The Shopping Basket?

Once you find something you like, click on the “Pay Per Rent” button.

The Basket page will appear, detailing what you have selected and the price.

If you are happy with your selection and do not wish to rent any other items, click the “Proceed to Checkout” button.

If you want to rent further items, click the “Back” button. When you have finished browsing around and you want to pay for your order, return to your Basket from the left hand tool bar and click on the “Proceed to Checkout” button.

You can check what is in your basket at any time by clicking on the “My Basket” button on the left hand tool bar.

If you wish to completely empty your shopping basket, click on the “Remove All Products” button.

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How Do I Pay For My Purchases?

When you have finished putting items in your shopping basket, click on the “Proceed to Checkout” button within the Basket page.

This will take you through to the Postage & Packaging page. The delivery address automatically defaults to the address you put in when you first registered. If you do not want to use your registered address as the delivery address, you can choose an existing address from your personal details (using the drop down box) or you can add a new address (using the post code search facility). Once you have selected the delivery address, click on the Continue button. You will then be asked to accept or decline the Terms & Conditions before continuing to the final Checkout page.

Always double-check the total amount. Once the form has been completed, click the “Complete Purchase” button.

Please note: if a Maestro, Delta or Electron card is used to pay for a Pay Per Rent title, you will be asked to re-confirm that you are aged 18 or over. This is because these debit cards can be issued to people under 18 and the Pay Per Rent service cannot be used by customers under 18 years of age.

After clicking the Complete Purchase button, there may be a delay of up to 30 seconds whilst we obtain authorisation from the bank for your card details. During this time a Card Authorisation page will appear, displaying the Thawte logo. Please do not change to any other page until you see the Order Confirmation page.

The Order Confirmation page will appear advising you that your order has been completed and that you will receive an Email confirming this. This Order Confirmation page will contain your Order Reference Number(s) that you will need if you want to use the Order Tracking facility. It will also be of assistance if you need to contact the Pay Per Rent customer services team. Please note: each Pay Per Rent item you order will have a separate Order Reference Number.

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Will I Get Confirmation That My Order Has Been Received?

Shortly after clicking the 'Complete Purchase' button, you will receive an email confirming our receipt of your order. This email will confirm what you have ordered and will re-confirm your Order Reference number(s). This number will be required if you wish to use the Order Tracking facility. This number will also be needed when contacting the Pay Per Rent customer services team. If you do not receive this number, or if you lose this number, do not hesitate to contact the customer services team.

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Can I Track My Order?

You can track your order as it progresses through our ordering system.

Click on the “Order Tracking within My Account” button on the left hand tool bar. You will be prompted to Log In (if you have not already done so), since the Order Tracking facility provides access to your personal details.

You will be able to see every Pay Per Rent order you have placed. By clicking on an Order ID, you will be able to review the details and status of any given order.

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How Long Will It Take For My Order To Reach Me?

Most orders will be posted to you within 24 hours of you placing your order. If you place your order before 4:30 pm, your order should be processed and dispatched the same day. Orders placed on Sundays, after 4:30 pm or on Bank Holidays will be processed and dispatched the next working day.

All Pay Per Rent orders are dispatched via First Class post.

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Can I Cancel My Order?

Once a Pay Per Rent order has been placed, it can only be cancelled by contacting the Pay Per Rent customer services team. However please note, orders cannot be cancelled once they reach a certain stage in the dispatch process, since your card will already have been debited and the order will be packaged up and on its way out of the warehouse.

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How Do I Return My DVD Once I’ve Watched It?

Orders are sent out to you by first class post in a specially designed envelope – which you will need to re-use when you return the order to us. The envelope is pre-paid, so please be sure to look after it – otherwise you will have to pay the return postage.

If you order more than one DVD, please ensure that you return the correct DVD to the correct case and the correct envelope.
The instructions for returning your DVD are printed on the inside of the envelope.

1. Tear off the left hand section of the envelope (the part containing the instructions) along the perforation.

2. Insert the DVD into the protective case and click it closed. Then slip the case into the envelope pocket.

3. Peel off the backing tape from the self-sealing strip and fold the flap over to seal the envelope.

4. Then put the envelope into a post box. Postage is pre-paid so there’s no need for a stamp.

Please check the label on the envelope for when to return your DVD.

N.B. Please do not return your DVD to a Blockbuster high street store.

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What Should I Do If I Lose The Pre-Paid Return Envelope?

If you lose your pre-paid envelope, please contact the Pay Per Rent customer services team on 0845 60 60 383 and we will send you a replacement envelope. It is important that you phone us as soon as possible, since Extra Night Option Fees may be charged if a DVD is returned late because the envelope was lost.

Alternatively you can return the DVD to us at the following address:

DBP
FREEPOST (SCE15059)
Bradbourne Drive
Tilbrook
Milton Keynes
MK7 8BR

If you do send the DVD back to us in an envelope other than the pre-paid one we sent you, this is at your own risk, since the cost of any losses or damages will have to be met by you. Please ensure that you include a piece of paper detailing your Name, Address and Order Reference Number.

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What Should I Do If I Lose The Plastic DVD Case?

If you lose the plastic DVD case, please contact the Pay Per Rent customer services team on 0845 60 60 383 and we will send you a replacement case. It is important that you phone us as soon as possible, since Extra Night Option Fees may be charged if a DVD is returned late because the case was lost.

If you have lost the plastic case, please do not attempt to return the DVD without it.

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What Should I Do If I Receive A Faulty DVD?

If you receive a faulty DVD, please contact our Pay Per Rent customer services team immediately.

You should then return the DVD to us. We will issue a refund for the rental fee, as appropriate, upon receipt of the returned item.

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What Happens If I Return The DVD Later Than The “Post By” Date?

If an item is received back after the due date, you will be charged Extra Night Option Fees of £0.90 per night for new releases and £0.70 per night for all other titles.

Please note: you will not be able to rent further DVDs if there are any outstanding Extra Night Option Fees.

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What Happens If I Fail To Return A DVD?

If you fail to return a DVD, you will be charged the maximum number of Extra Night Option Fees (applicable at the time you placed your order), plus the Replacement Cost of the item.

The Extra Night Option Fee for a new release is currently £0.90 per night and for all other titles is £0.70 per night.

The Replacement Cost of a new release DVD is currently £20.00 and the Replacement Cost for all other DVDs is £15.00.

For example, if you were to place an order today for a new release DVD and then did not return the DVD, there would be a charge of 15 Extra Night Option Fees (15 x £0.90) plus a Replacement Cost of £20.00.

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What Happens If I Damage A DVD?

If you damage a DVD, please return the DVD to us as soon as possible. In most instances, you will be charged the Replacement Cost.

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What Does It Mean If My Account Is Temporarily Suspended?

Your account may be temporarily suspended because of an outstanding balance on a previous Pay Per Rent order.

The outstanding balance may be due to:

- Unpaid Extra Night Option Fees

- An unpaid Replacement Cost

- A Charge Back from your bank/card issuer (this occurs when your bank/ card issuer approved a transaction and then subsequently requested a refund to your card).

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What Should I Do If I Think My Order Has Been Lost In The Post?

If you have placed your order, received the “Confirmation of Dispatch” email, and now feel that your order should have arrived with you but might have been lost in the post, please contact our Pay Per Rent customer services team.

If you received your DVD, watched it and then returned it to us, but have subsequently received emails advising you that we have not received your order, please contact our Pay Per Rent customer services team. We will then email you a Lost In Post declaration form. Once this has been completed by you and returned to us, we will commence an investigation into the matter.

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Other Information

What Are Your Terms & Conditions?

Click here to read our Terms and Conditions.

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What Is The Blockbuster Privacy Statement?

Click here to read the Blockbuster Privacy Statement.

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What Is The Blockbuster Age Policy?

Blockbuster's policy towards age restricted titles is incorporated into the Terms & Conditions (Clauses 30 and 31). This information should be read in conjunction with the information on Film Classifications which is located within the OTHER USEFUL INFO section.

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Can I Pre-Order Pay Per Rent Titles?

The Pay Per Rent service does not currently have a pre-ordering facility. However, such a facility may be possible in the future.

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What Are The Different DVD Formats?

Click here to view information on the different DVD formats.

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What Are The Different Film Classifications?

Click here to view information on the different film classifications.

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