FAQs — Attic Discovery Shop

Frequently Asked Questions

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ABOUT ATTIC DISCOVERY SHOP

Who are Attic Discovery Shop?

Attic Discovery Shop (atticdiscoveryshop.co.uk) is an independent online retailer, initially stocking just media, we now offer a wider range of rare and hard to find media for collectors, genuine vintage and retro gift ideas, with items at some of the best prices on the internet. From DVDs, Blu-rays to Video Games, Books & CDs... and much more to discover.

Please visit our About Us page for more information.

ACCOUNT

Do I need to sign up?

This is 100% optional - you can checkout as a "Guest". However I can recommend creating an account, as it only takes a few seconds and means you can start earning "points" automatically for every purchase, these can be redeemed as cashback on our site. You'll also get 100 points instantly just for signing up. You can also save your address to enable a faster checkout in future. In addition, you'll be able to check your "order history" on our website and be eligible for any future discounts and promotions.

I signed up to the newsletter, how do I stop receiving emails?

If you wish to stop receiving newsletters, there will always be the "opt out" button at the bottom of the email - feel free to do this at anytime, you can always sign up again in the future.

What if i've forgotten my password or can't login?

On the Login page, click "Forgot your password?" and you will be emailed to regain access to your account and/or change your password.

How do I delete my account?

We're sorry to hear you no longer want your account. You can simply Contact Us if you wish to delete your account permanently and start over. Alternatively you can edit your Address details from your "My Account" page or Contact Us if you wish to change anything else, such as your Name or Email on the account - this will usually be reflected on your account within 1 working day.

How do I change my address?

You can do this from your "My Account" page, alternatively you can change it at checkout, but for future purchases you can keep the address saved on your account to speed things up.

How do I get a VAT invoice?

Your normal "order confirmation invoice" will be emailed to you after you place your order, however if you are specifically looking for an invoice that shows VAT separately displayed, simply Contact Us and we will get this sent over for you.

CONTACT US

What is the best way to contact you?

The most convenient and effective way to speak with us directly is via "Live Chat" (please locate the message button in the bottom right corner of your screen, you can ask us anything, we're happy to help!).

The button looks like this:

You can also visit our Contact Us page for other ways to get in touch.

Our usual working hours are Monday - Friday 9AM to 5PM, but feel free to send us a message at any time and we will get back to you as soon as possible.

PAYMENT

What payment methods do you accept?

We are pleased to say that we accept all major payment methods, these include: PayPal, Apple Pay, Shop Pay, Google Pay and all major credit/debit cards. We do not accept cheques or bank transfers.

✄🏷️ DISCOUNTS

Do you offer discounts?

We do! For all media/entertainment you can buy 1 and get 1 at 50% off here (this discount applies automatically once you add to your basket). Also, if you click "Create account" to quickly sign up, once logged in, you automatically get points credited to your account on ALL orders that can be used as coupons to save even more!

The more points you save up, the better the rewards! plus there are other ways you can earn and get savings on our website via our rewards/loyalty program - and it only takes a few seconds to get started:

(For more information please see below or simply click the button).

You can also check our offers page for the latest offers/promotions.

REWARDS / EARN POINTS

Create an account, log in and you'll start automatically earning points on all orders - it's as easy as that!

For every purchase you make while logged in, you'll automatically get points added to your account, these points can be redeemed as coupons to buy any item on our site. All orders give you a generous amount of points (e.g. 5 points per £1 you spend, e.g. 350 points = £5 coupon), however the more you save before redeeming, the better the rewards!

This is 100% free forever with no catch - we are happy to pass on savings to our loyal customers.

There are even VIP tiers where you can claim even more rewards and gain access/unlock additional perks as you spend with us. There are also additional ways you can earn points.

To learn more click the button in the bottom left corner of your screen or check out this page.

🛍️ REFER A FRIEND

How does it work?

Simply Sign Up, then once you have created an account, Log in - then click the "Rewards" button in the bottom left corner of your screen, scroll down and you can copy/paste to share a link with your friends... It's as easy as that!

The rewards button looks like this:

How and when can we claim our discount?

As soon as you share the link with a friend, they'll use the link to visit our site and will be immediately presented with their unique 10% off coupon code - they can enter this at checkout. As soon as your friend has completed their purchase, you will be notified and will also be rewarded with a 10% off coupon code!

Can I get more codes?

Yes, for every friend you refer, you'll get another unique discount code!

DELIVERY / ORDER QUESTIONS

How much postage do you charge and are there any additional costs?

None. All orders will have FREE UK Delivery. All our prices shown are VAT inclusive, which means that you only pay what is shown. Nothing is unexpected.

Do you provide VAT invoices?

If you are a business customer and would like a professional VAT invoice emailed over, simply Contact Us to request this and we will get this sent over for you, usually within 24 to 48 hours. Our VAT Number is: GB368810568.

Can I cancel or change my order?

Once your order has been placed, we are unfortunately unable to cancel or amend the order in most cases (we dispatch things very quickly, within 1 working day). However if your purchase(s) have not yet been fulfilled, you can Contact Us and we will see if it's still possible to cancel your order. If the items are already on their way to you, then you'll have to follow our normal returns process once you have received the parcel.

Why was my order cancelled?

In the unlikely event your order is cancelled, this could be for a number of reasons. It could be that we have oversold or that an error has been made. However this is extremely unlikely, it could also be that your payment was rejected by our system. If your order was cancelled, you should be notified by email with the reason behind the cancellation. If you want to find out more please Contact Us and we will help clarify the situation and help to make it right.

How do I check my order history?

You must be logged into your account, you can then check your order history under "My Account" located in the top right corner of any page. Unfortunately orders as a guest cannot be linked to a registered account (guest accounts are used solely for purchasing without the need to sign up, you will still be notified by email with any order information and you can always Contact Us if you need any further assistance).

Do you sell internationally?

We currently only offer UK / domestic shipping on our website. However if you are really interested in a particular item and are buying from abroad, we also offer international shipping through eBay via eBay's "global shipping programme". We cannot control the postage costs shown by eBay, however you can browse our items on our two eBay accounts: "atticdiscoveryshopmedia" for our media/entertainment related items and our other eBay "atticdiscoveryshop" for everything else.

How long does it take for my order to arrive?

You can expect most orders to arrive within 2-4 working days (excluding bank holidays). All orders are dispatched within 1 working day using trusted courier services (with guaranteed same day dispatch if paid before 12PM). Very large items or heavy orders will be sent with Parcelforce 24 at no extra cost, which means you will usually receive these types of orders within just 2-3 working days. However please presume your order will take 2-4 working days (as this applies for most orders unless they are over a certain weight or size). If not sure and want to check exactly which service we will use, you can Contact Us and we will find out for you.

What if my order never arrives?

While it is highly unlikely to go missing in transit, 99.9% or more of orders will arrive on time, we offer a money back guarantee - so you will either receive the items you ordered, or get a full refund. If your order has not arrived several days after the dispatch date, you can get in touch. We take full responsibility for the delivery to ensure you get the item you ordered. We will keep you updated once your order has been placed, by sending you an email of the dispatch information. All orders are dispatched within 1 working day. If you have any questions about the status of your order, feel free to Contact Us.

What if i'm not happy with my order?

We're sorry if you are unhappy with the order. Rest assured at Attic Discovery Shop buyer satisfaction is our top priority, so if you have any concerns about your order at all, you can Contact Us and we will get any issue resolved as soon as possible.

Every item comes with a 60-day warranty, on top of this, in the rare event of a problem / if anything is "unexpected" you will be protected with our Buyer Protection Policy (we do our best to describe things accurately, so you receive only what is expected - we are only human, however approximately 99.9% of orders arrive with no issues whatsoever). Rest assured you will be covered in the event of any problems, we will either offer a full refund, a discounted price, a replacement or issue a free return label for yourself to post it back to us.

Can I change the delivery method?

We currently do not offer the option to change what service / method is used. But rest assured we only use established and trusted courier services that we have used for many of years. However if you have only just made your order (or plan on making an order) and require express delivery, please Contact Us as soon as possible, we can send you an invoice after you place your order to pay any additional fee (if any), to ensure you get your item as quickly as possible. Please note it won't be possible to change the postage method we use if your item has already been dispatched.

What courier services do you use?

We use Royal Mail, Hermes and Parcelforce for your orders.

You can visit our Delivery page for more information.

WHOLESALE / B2B

Do I need to create a wholesale account before making purchases?

No, we've made it as easy as possible. You can either 1. Checkout as a "Guest" (no login required), or 2. Create an account with us for additional benefits (such as cashback in the form of "points", that you can use to save even more on future purchases).

How does it work?

It's simple, you make your purchase as you normally would. Put simply, we try to offer a wide range of "job lots" that are ideal for collectors or resellers, with plenty of profit to be made if you decide to sell things on. Even if you're not looking to resell our wholesale lots, you can sometimes find bargains under our "Wholesale & Job Lots" category, as we know that things should be cheaper for our buyers when selling in bulk. Be sure to check out this category from time to time - it can offer great value for money. You can also check out our current Offers Page for even more ways to save money.

What wholesale items do you sell?

Our job lots can contain anything from media / entertainment, to toys and other various collector's items across a wide range of categories. New lots are added regularly, often on a daily or weekly basis.

PRODUCT AVAILABILITY & PRICING

I missed out on a product, will you sell it again?

If a product shows "SOLD OUT", it's very possible that our supply chain of that product has stopped or ran out. Many products are "one offs" or in limited quantities. While we can get some products again, our stock is ever-changing - so you never know what new exciting items we'll be selling next!

PRO TIP: If you visit a page where an item is "SOLD OUT", simply click the notification bell and you will be notified on your browser when it is back in stock! We also have a dedicated team who look out for more rare and obscure items, so there's always a chance we'll get it in stock again - even if the item is hard to find!

(Please note this notification bell is not yet visible on iOS devices, such as iPhone or iPad, but the above button will always be visible on Desktop/PC/Laptops and Android phones/devices)

How do I know i'm getting a good deal?

Competitive Pricing

Attic Discovery Shop are proud of the fact we can offer you products at very good prices, while keeping the quality of our items to a high standard. Many items are brand new and all used media is expertly refurbished when possible / if we are unhappy with the condition. We always reflect the condition in the price, on top of our already great prices - so you're always getting a good deal!

All our prices are VAT inclusive, with free postage, so you know what you're going to pay instantly (no unexpected charges!)

I noticed the price of an item change on your website, why is this?

We are always comparing to other offers available online and will reflect the savings onto our customers - this is why the prices can sometimes change on our site.

Why are prices cheaper on your website when compared to other platforms you sell on?

The reason is very simple, we pay less fees when we make sales through our website, so this means we are happy to pass these savings onto our customers.

REGION CODES

VIDEO GAMES:

How do I know if the Video Game has the correct region for me?

Being a UK business, the majority of our video games are the "UK PAL" version, which means it will work in both the UK and EU. There are also many video games that will play in all regions. If there is no region mentioned in the title or description, you can presume that they are the UK/PAL versions. Rest assured if a video game is not the UK or PAL version, this will always be mentioned or clear on the product page - so you receive what is expected. We do also stock some video game imports, so please bear this in mind. If you are unsure about anything at all, please Contact Us and we will answer your questions.

DVD / BLU-RAY:

How do I know if the DVD or Blu-ray has the correct region for me?

As we are based in the UK, the majority of our media is the UK version (this is called "Region 2" for DVD or "Region B" for Blu-ray and is also compatible in all EU countries). However we do sell some media from other regions, but rest assured this will be mentioned on the product page. All region codes are explained below. It's worth noting that there are many players nowadays that will play all regions or have the option to do so - however please check before buying. You can shop with confidence knowing that the region code is always mentioned on the product details page (explanation provided below).

We mostly stock UK releases, unless specified otherwise in the listing, just for reference, here is a summary of all the region codes out there for DVD and Blu-ray:

DVD REGION CODES:

Region 1 - Canada, the United States and U.S. territories.
Region 2 - UK, Europe, Japan, South Africa, the Middle East (including Egypt) and Greenland.
Region 3 - Southeast Asia, and East Asia (including Hong Kong).
Region 4 - Australia, New Zealand, the Pacific Islands, Central America, Mexico, South America, and the Caribbean.
Region 5 - Eastern Europe, Russia, the Indian Subcontinent, Africa, North Korea, and Mongolia.
Region 6 - China.
Region 7 - reserved for unspecified special use.
Region 8 - Special international venues for air and oceanic travel.

BLU-RAY REGION CODES:

Region A: North America, South America, U.S. Territories, Japan, South Korea, Taiwan, and other areas of Southeast Asia
Region B: UK, Europe, Africa, Middle East, Australia, & New Zealand.
Region C: Asia (except for Japan, Korea, Taiwan, and other areas of Southeast Asia)
Region ABC : Classified as region-free as it applies to countries listed in Regions A, B, and C.

Again if you have any questions at all regarding this don't hesitate to Contact Us and we will be happy to answer any questions.

CONDITION / QUALITY OF PRODUCTS

What does "Used", "Acceptable", "Good", "Very Good", "Like New" and "New" or "New Sealed" mean exactly?

We try to provide an honest and accurate listing of all our products. Items listed as "New" mean that they are always brand new and factory sealed or unopened in their original packaging. "Like New" means it has never been played and will be in near perfect condition (it is still new), but may have very minor differences e.g. no seal, a torn seal or other minor defects that stop it being listed as "New". Anything less means it is "Used", but in acceptable, good or very good used condition. Our product pages will contain more information on the condition, to help ensure you receive what is expected. We have high standards when it comes to the condition - this means you may be even surprised how good the condition of a "Used" item will be when buying from us. Also, if the condition is anything less than new, we will always reflect this in the price - so you're always getting a good deal!

Are items tested?

Yes, we test all items where applicable, we also have careful eyes in checking over media that we sell and electronics. In the worst case scenario if we miss anything or made a mistake, you can Contact Us and we will make it right.

For pre-owned media, does this mean it might have scratches?

While pre-owned media is not always as good as "new", rest assured, we carefully inspect every "used" disc prior to selling and if we are not happy with the condition of the disc (at least very good), we will ensure it is expertly refurbished, with no signs of a repair taking place. This means that ALL pre-owned media will arrive with a disc that is at least in "very good condition".

How do I know the product is genuine?

We have been in the business for many years and originally started as collectors ourselves. This means that all products we sell are carefully inspected, researched if necessary, to ensure authenticity. For anything we are not sure about, we do not sell. The majority of our stock is sourced in the UK and we sell many products from our trusted suppliers. If you are uncertain about anything at all or simply want to check something before buying, or have a problem with your order, you can Contact Us and we will be sure to help.

MONEY BACK GUARANTEE

What does this mean exactly?

This means you will get the item you ordered or your money back. If you have a problem with your order or if it hasn't arrived - we will be here to help resolve any problems. All used items are also backed with a 60-day warranty. Learn more

RETURNS & REFUND POLICY

What is your refund policy?

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can Contact Us. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please return the items to the below address:

Attic Discovery Shop

11 Swallow Drive

Benfleet

Essex

SS7 5EN

United Kingdom

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unwanted items
We can accept returns for these, however it must be within our return window and should be in an "unused" state. Please get in touch to arrange a return. For unwanted items, please obtain a proof of postage, as we cannot be held responsible for items that are lost or damaged upon return.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Once an item is received by us, we will issue the refund to your original payment method within 1 working day. Please note refunds can take up to 5 working days to be fully processed into your account.

SECURITY

Can I delete my payment information?

Please note for customer peace of mind our website holds no credit card details whatsoever. Also the payment methods that go through our site are all processed through trusted Payment Providers (Shopify payments and PayPal), which means it's 100% safe to buy with us.

Can I delete my account information?

We can do this for you, just ask us on Live Chat and we'll be here to help. Attic Discovery Shop respects your privacy and adheres to the strict security procedures set out in the UK Data Protection Act and in the General Data Protection Regulation (GDPR).

I've received an email that looks suspicious, how do I know it's from Attic Discovery Shop?

Please also rest assured that we will never contact you asking for personal information or payment details. If you have received an email that you think may be fraudulent, then please let us know.

You can always Contact Us for any other questions.