Shipping and FAQs

Shipping Policy

Third Window Films ("we" and "us") is the operator of http://www.thirdwindowfilms.com ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These terms are provided in order to provide clarity and set expectations regarding the service we offer, and to ensure protection for both you, the customer, and us, the operator.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but, from time-to-time, there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will hold the order untill we are able to fulfill the whole order. In some circumstances we may partially fulfill the order and either issue are fund or ship the remaining order once it becomes available. 

(If you have an order which contains a pre-order item i.e. a film which has not yet been released, we will wait until that item is in stock and then ship your order in one go).

We do not part-ship.

2. Shipping Costs

Shipping costs, as calculated, will be the final cost for shipping the goods to the customer. Payment for shipping will be collected with the purchase.

Domestic Shipping (UK)

  • All orders will be shipped out by Royal Mail Tracked 48

  • Free shipping over £50 – Any order with a value of £50 or more 

International Shipping

  • European Shipping will be through Starlink

  • USA will be sent via Parcel DDP (MPR)

  • ROW through Royal Mail 

  • Free Shipping over £200 – International orders receive free shipping with orders over the value of £200

  • FOR EU ORDERS: 

    We have registered for IOSS which means that we have pre-paid the VAT and you should not be charged for any additional VAT when you receive your parcel.

    The European Union ended its long-standing customs duty exemption for low-value parcels on 1st July 2026. A temporary flat customs duty of €3 per item type now applies to imports valued at €150 or less sent from outside the EU (including the UK) to EU consumers. Our products all share the same HS code, so this charge will only apply once to each order. 

    Many countries are introducing extra handling fees and charges so please be aware of your countries current policies. We are not liable for any extra charges you may incur and we will not refund them. 

    For orders above EUR 150:

    For orders above EUR 150, the charge is not applicable and no VAT is collected so you will have to pay for import duty when you receive the parcel. 
    If you don't want to get stuck with these charges, you may want to split up your order if it goes above that amount. That would increase shipping costs, but remove the VAT/Import Duty, so it could be better or worse depending on the situation. 


3. Returns

3.1 Return Due To Change Of Mind

We will accept returns due to change of mind as long as a request to return an item or items is received by us within 14 days of the customer's receipt of the goods and that the item or items are returned to us in their original, shrink-wrapped packaging, unused, undamaged and in as-new, re-sellable condition.
 
The cost of return shipping will be at the customer's expense, and the customer will be required to arrange their own shipping. 
 
Once returns are received and accepted, refunds will be processed and retuned to the account that was used to purchase. We will notify you via email once the refund has been processed.   
 
Any such refund given by us will be limited to the value of the goods returned but will NOT include the value of any return shipping costs incurred.


3.2 Warranty Returns

We will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of the item or items.
 
Customers will be required to pay the return shipping costs. However we will reimburse this cost upon successful warranty claim. Upon receipt of returned item/s for warranty claim, we will aim to process your warranty claim within seven (7) days.
 
Once the warranty claim is confirmed, you will receive the choice of:
(a) a refund, payable to your original payment method
(b) a like-for-like replacement for the item/s (if stock is available)

3.3 Undeliverable Returns
If your order is returned to Third Window Films due to being unclaimed for, incorrect address, refused or any reason beyond Third Window Films's control it will be at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you would like the order reshipped, the shipping fee will be collected from the customer before the order will be dispatched. 


4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 - 7 days


4.2 Transit Time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.


4.3 Dispatch Time

Order Processing Times: Most orders are processed and shipped within 2-5 business days. During busy periods or for pre-order items, there may be slight delays.

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Please be aware that our dispatch times may take a little longer during sale times due to sheer volume of orders.  We have devoted staff working hard to make sure your order is safely and securely packed and dispatched in a timely manner.


4.4 Change Of Delivery Address

For change of delivery address requests, we can change the address at any time before the order has been dispatched.


4.5 P.O. Box Shipping

We will ship to P.O. box addresses using Royal Mail services only. We are unable to offer couriers services to these locations.


4.6 Military Address Shipping

We are able to ship to military addresses using The Royal Mail. We are unable to offer this service using courier services.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can investigate.


5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Please be aware with standard service via Royal Mail orders are un-trackable and can take longer than other services provided.


6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties, Taxes & Tarrifs

7.1 Sales Tax

EU Customers 

From 1st July 2026, the EU added a compulsory EUR 3 import duty to parcels below EUR 150 in value (including cost of shipping).

We will be adding this to the checkout and charge you the EUR 3 so that you don’t have to pay this when you receive the parcel.

If we didn’t add this at checkout, quite likely there would be additional fees like handling charges if we leave it for the receiver to pay the EUR 3 on delivery.

This is EUR 3 per item type. Since we only sell Blu-rays currently, this would be EUR 3, even if you purchase more than 1 Blu-ray.

Blu-ray, DVD, 4K UHD are all the same item type (if you order one Blu-ray and one 4K UHD, it’s still EUR 3).

For orders above EUR 150:

The EUR 3 won’t be applied and instead, the duty charge will be based on a percentage of the parcel’s value including shipping charge.

To be confirmed whether we will add duty charges for orders above EUR 150 at checkout for you to prepay, or whether we leave it to you, the receiver, to pay which is our current practice.

We don’t collect VAT at checkout at this order amount, and you will definitely have to pay the VAT plus a handling fee on delivery.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Third Window Films at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.


9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.


9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.


9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Pre-Orders

 Please note that payment for pre-orders (titles that are yet to be released) will be taken immediately, and that the item/s will be dispatched just before the listed release date.

Should an order contain an already-released item from our catalogue as well as a pre-order item, the entire order will be shipped together when the pre-order item becomes available. We recommend making multiple orders should you wish your already-released items to be sent immediately.


11. Customer service

For all customer service enquiries, please email us at store@thirdwindowfilms.com