In order to help you obtain a response more quickly we have compiled a list of our most frequently asked questions and hope that you will be able to find your answer from this.
Acorn Media believe the customer comes first and that is why we will endeavour to make visiting and shopping with us as pleasurable and as easy as possible and if you have any problems our UK based Customer service team are here to help.
Most common questions across all categories.
If you can't find what you're looking for, please visit our Customer service page for details on how to get in touch.
Yes – Due to the increased security on our new site you will need to re-register your details.
If your items are in stock at time of placing your order it will be processed by our warehouse within 24hrs and dispatched immediately.
You will receive an email confirmation when your order has been dispatched by the warehouse.
Please remember to add postal time (5-7 days) to obtain a complete estimate of delivery to your door.
For deliveries outside the UK remember to add postage time (15 working days) to obtain a complete estimate of when you can expect your item to be delivered.
We do allow up to 14 working days for delivery inside the UK to account for any postage delays that we are not aware of.
For deliveries outside the UK we allow up to 30 days for delivery to account for any postal delays that we may not be aware of.
If your order has failed to arrive after this we will investigate further and arrange a replacement.
It may be advisable to check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where it may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.
Please read our returns policy in the Terms and Conditions for details of your right to return items to Acorn Media. If you are eligible to return an order to us for a refund please contact or Customer service department and they will give you details of our FREEPOST return address.
Once an order has been confirmed it cannot be amended. However, it maybe possible to cancel your original order up to the point it is dispatched from our warehouse, you will have to contact one of our Customer service advisers who will assist with your request to cancel your order and they can assist with placing your amended order.
You can cancel your order up to the point of dispatch. Unfortunately once your order has been dispatched it is not possible to cancel the order and you will be charged for the goods dispatched. If you wish to cancel your order after the items have been dispatched please contact our Customer service advisers and they will assist you with your request.
We send a dispatch confirmation email to accompany each part of your order as it is sent from our warehouse.
It is possible you may not receive this confirmation email for a number of reasons:
A spelling mistake on your email address entered. Please login and check your registered email address.
Spam filters in your email program may block such types of communication. Please check your junk mail folders.
Important notice to Hotmail, GMAIL, YAHOO users - The emails sent by our automated system can occasionally be blocked by Hotmail, GMAIL, Yahoo Mail or similar services, and redirected to the Junk mail folder of your mailbox.
Please be sure to check your Junk mail folders for emails from us.
You can modify your Hotmail settings to prevent this from happening through one of two ways:
1. You can add our email domain to your 'Safe List' by selecting 'Options' from the top right hand side of the Hotmail welcome page and then selecting the item labeled 'Junk Email Protection', select 'Safe List' then enter acornmediauk.com into the field labeled 'Type an address or domain'. This will add all acornmediauk.com addresses to your safe list.
2. Having opened an email from us via the Junk mail folder click the button labeled: 'This is not Junk' This will automatically add our email address to your safe list and prevent them being 'junked' in the future.
This very rarely happens but if it does please contact our Customer service advisors who will help with returning the item to us and arrange a replacement item.
Please note that faulty goods must be returned within 30 days of the date of delivery. If this does occur then please accept our apologies for any inconvenience caused.
We offer an "absolute satisfaction" guarantee where you can return any unopened item within 30 days of the date of your receipt of your order.
We will refund your credit/debit card once we have received and processed the item. We can not offer a refund if we do not receive an item back to our returns department and therefore recommend if returning an item you do so on a signed service from the Post Office.
We use Royal Mail to send our items within the UK and Airmail for deliveries outside of the UK.
Depending on the value of the goods delivered we may also send them recorded or special delivery.
Classification certificates are given to DVD and Games titles which are required by law to be classified pursuant to the Video Recordings Act 1984 (as amended by the Video Recordings Act 1993 and the Criminal Justice & Public Order Act 1994) and the Video Recordings (Labeling) Regulations 1985 (as amended by The Video Recordings (Labeling) (Amendment) Regulations 1995).
Particularly suitable for young children
|PARENTAL GUIDANCE General viewing, but some scenes may be unsuitable for young children|
Suitable only for persons of 12 years and over
Suitable only for persons of 15 years and over
Suitable only for persons of 18 years and over