Frequently asked questions

General

Membership

Postage and Delivery

DVDs and Blu-Rays

Terms & Conditions and Privacy Policy

Contact Details

If you would like to contact us please visit the contact page.

Answers

General:

How do I rent a film?

When you find a particular title either by searching through our catalogue or choosing from our collections, click on the 'Add' or 'Add All' to add only 1 disc in your list or all discs under the selected title to your wish list. You can have unlimited number in your wish list, however we suggest at least 20 titlies in your rental list to begin with and top up regularly, to ensure that there are no delays in sending discs to you.

Tell me about my FREE trial?

By default Cinema Paradiso offers 15 days free trial with up to 4 free rentals during this time to all new members to enable them to try the service before committing to full membership. Depending on the promotion the length of the free trial and the number of free rentals may vary for different membership levels. The terms of any given free trial offer will be clearly defined at the point of registration. Please see how much does it cost under How It Works tab. The first payment will be taken at the end of the free trial period, unless you cancel your membership before that. Please see 'Can I cancel my membership once I've joined?' for further details regarding the cancellation process.

How do I join?

Simply click FREE Trial and follow steps. During this process we will take the details required. Once the process is finished, simply let us know what titles you would want to watch and we will do the rest.

Note: Please read the Terms and Conditions before Signing up.

When will I receive my first discs?

We aim to send out at least one disc to you within one business day (Monday to Friday) of you signing up to the service. In most cases we send out your first disc within the same business day if you subscribe before 14:00 PM. After that, we aim to send out each disc no more than one business day after receiving one back from you.

How long can I keep the discs for?

You can keep each disc as long as you want - There are no late charges. Once we've received disc back, we will send you the next disc available from your list.

How many discs can I rent each month?

This depends on the membership level you choose. Each level will state monthly limit if there is one. If you are subscribed to an unlimited monthly level there is no limit on how many discs you can rent; it all depends on how many you can watch! If however you are subscribed to a limited level, you can watch up to 3, 4 or 6 discs per month - paying period. In case you do not watch all discs allowed per month, they will be transferred to the next month.

Is it safe to enter my debit/credit card details online?

Very safe - and much safer than using one to pay for a restaurant meal in the UK! We use world-class encryption software (actually called 128-bit SSL technology) to encrypt your card details during transmission and storage. This prevents unauthorised personnel from viewing your personal details.

Membership:

Can I cancel my membership once I've joined?

Yes, simply log in and go to the "My Account" page and follow the "Cancel" link.

Why do I have to enter my credit/debit card details to receive a FREE trial?

All subscribers are required to provide a valid credit or a debit card details in order to verify identity and to protect us from theft and fraud.

How do I become a full subscriber member?

At the end of your free trial (if selected) period you automatically become a fully subscribed member. The Membership level you specified when signing up will take effect.

How do I change my Membership level?

Log in, click on 'My Account' then in the left navigation panel choose 'Change Membership'. We have prepared a table to show cost to upgrade and downgrade your membership level.  

What is my next payment date?

To check on your next payment date, click on "My Account".

What if I forget my password?

Simply, click on login then click on 'Lost Password' link. We will use your most recent e-mail address to send you your password. If you can't remember which email address you used, please contact us with your home address and a contact telephone number.

Can I change my credit/debit card details?

Yes. Please log onto My Account and on the left-hand side, click on 'Change Card Details'.

My subscription was suspended due to a problem with my credit/debit card. How can I restart it?

In the event of your subscription being suspended due to a billing problem, the billing system will automatically send you a notification email. In order to re-activate your account, please follow instructions provided in the e-mail. For further details please see 'Can I change my credit/debit card details?'

Update my email or postal address details?

You can edit or update your personal information by going to My Account and clicking on Update my e-mail and postal address.

Postage and Delivery:

How long does it take for titles from my list to be sent out to me?

Upon the successful completion the online registration, the first disc will be dispatched on the same or next business day depending on the time in the day you subscribed. After that, every time we receive a disc back, we will send you the next available from your list. It then depends on the Royal Mail delivery schedule.

Most of our customers receive them the day after we have sent them.

How long does it take for discs to be replaced when I send them back?

Every time you send a disc back, we will send you another one from your list. In case of membership where 2 or more discs are allowed to be sent at the same time, there is no need to return all discs back as we will replace just what we get back. Delivery time  depends on the Royal Mail delivery schedule.

Why haven't you sent me my next disc, even though you've got my previous one back?

We aim to dispatch each disc within one business day of receiving one back. Sometimes this is not possible, due to supplier delays or other reasons. Please check again at the end of the day after we received your disc back and, if there is still no sign of your disc, please notify us.

Why hasn't the disc you sent several days ago shown up yet?

You may be suffering due to delays in the Royal Mail. Please allow 5 business days for the mail to arrive. If it has still not shown up, it is possible that the it is lost in the post.

What do I do if a disc is lost in the post?

We understand that there may be occasions when a disc gets lost in transit. In such an event please let us know by clicking the 'Report Delivery Issue' link on the 'My List' page.

If after 5 business days you don't receive the disc(s) we posted to you, please visit the 'Report Delivery Issue' page and select 'I have not received disc' link.

Similarly if you have posted a disc back to us and we haven't received it, visit the 'Report Delivery Issue' page, select 'I have return disc but you have not received it'. Please note: We reserve the right to suspend or cancel your membership if the service to your area proves consistently unreliable.

How do I return a disc if I have lost the FREEPOST envelope?

In such an instance please place the disc along with its protective casing into a well-cushioned envelope and send it back to us. Please Note: it is your responsibility to pay for the appropriate postage costs and make sure that the disc is adequately packaged for the transit.

What do I do if I have lost plastic case used to protect the disc?

Please put some alternative packaging around the disc. We recommend cotton wool or bubble wrap. Please make sure the packaging you use is very lightweight and that you have included a piece of paper with your name and e-mail address so we can identify where the disc came from, then send it to our address. Please note: Cinema Paradiso reserves the right to charge for any loss or damage occurring in transit.

What do I do if I have lost or damaged the disc?

For further details please contact us.

Are there any due dates or late charges?

No! We have a fixed monthly membership fee that allows you to keep up to 3 discs for as long as you want, or swap them for other discs.

DVDs and Blu-Rays:

What do I do if a title is not available on your website?

Please log onto our page and click on 'Request a title' in the footer of the page. We will monitor new releases and if the film in question gets released on DVD or Blu-Ray we will automatically include it in your list and let you know about it.

What is Blu-Ray?

Blu-Ray discs are next generation media formats with high-capacity. They use different formats to normal DVD and have up to six times the resolution and superior sound compared to traditional formats.

To watch high definition TV you will need a set top box capable of receiving and displaying high definition content. This means that Blu-Ray cannot be played on a normal DVD player. The Blu-Ray discs can only be played on a Blu-Ray player (or a Sony Playstation 3). To find out which titles on Cinema Paradiso website are in these versions, they will include (BLU-RAY) text in the title of the film.

What do I do if the disc I received won't play on my player?

This could be because of region limitation. Majority of our discs are region 2 DVD's, therefore they should play on machines in the UK and Europe. If for some reason the disc won't play, try cleaning it with a soft cloth, by wiping it from the centre ring outwards. If the disc is still unplayable please click on Report Delivery Issue under My List tab and follow instructions.

How do I change/update my'wish list'?

Simply go into 'My Account', and add or remove titles by using tools provided Please note: that you should keep topping up your wish list on a regular basis. We recommend you have at least 20 titles on your list.

Why have I not received discs in the exact order I have chosen?

We cannot guarantee the exact order of sending as this depends on availability of discs for a particular title. We will always send the next available disc from your queue.

What can I do to ensure I receive a series of discs in the correct order?

Nothing. Our dispatch department will examine your list and will allocate series in the correct order. However, for films such as Godfather, I, II, III, to receive them in a precise order we recommend that you add one at a time to your rental queue. When one has been dispatched, the next can be added to your queue.

Why don't you dispatch the most recent releases to me during my free trial?

Trial members receive a full service from Cinema Paradiso with one exception - discs are dispatched exclusively to paying members within the first four weeks of the title's release date. This is to ensure that paying members receive the best possible service regardless of short-term fluctuations in trialist numbers. Trialists are still free to reserve these discs in the normal way. Dispatch restrictions are lifted four weeks after release or when the trial member makes their first monthly payment, whichever is the sooner.

Can I freeze my account when I go away on holiday or a business trip?

If you are going on holiday or away on business you can freeze your account for up to 12 weeks in total during any calendar year. (This facility is for full members only.) No discs will be sent to you and you will not be charged during that period.

What do BBFC ratings mean?

The 'British Board of Film Classification' has specified the following ratings: Uc - Universal (suitable for all, particularly pre-school children)
U - Universal (suitable for all)
PG - Parental Guidance (general viewing but some scenes may be unsuitable for some children)
12 - Suitable only for persons 12 years and older
15 - Suitable only for persons 15 years and older
18 - Suitable only for persons 18 years and older

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