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Help

All the commonly asked questions are answered below, please click on the question below to be taken to the answer.

Getting Started

How do I register to buy?

Registration is part of our checkout process.

If you have previously purchased something Xtra-vision you can login and use your existing account.

Please note: If you have previously registered on the old Xtra-vision website prior to May 2014, you may need to re-register on the new website.

How do I get in contact with Xtra-vision?

You can contact the Service Team by:

Telephone: 1890 789 789 9am to 5.30pm Monday to Friday.

Email: Using our Contact Us form here.

How do I know whether an item is available to buy?

Any item that is in stock for immediate dispatch will have a 'Buy' button; this can be seen in the search results or when viewing the product's page.

My Account

I have forgotten my password. Can you remind me?

Yes, go to the hmv Ireland site of your country of origin (i.e. hmv.ie or hmvireland.co.uk) and click on 'Log In' in the top right hand corner.

At the bottom of the page you should click on 'Forgotten your password?'. You will be prompted to enter your registered e-mail address.

You will need to click on 'send my password'; your password will then be sent to your registered e-mail address, please allow at least 10 minutes for this to arrive.

Alternatively you can click here to Login.

Can I change my payment and address details?

Yes. You can change your address and credit card details at any time during the buying process.

You can also add an additional delivery address separate to the billing address registered to your account.

Note: Once you have completed the checkout process you will be unable to update your card details or delivery address for that order.

Ordering

Why has my order been split into two or more individual order numbers?

Should you buy more than one item within the same order it is possible that the products will be dispatched from 2 different warehouses or need to be dispatched on different dates (for example pre-orders).

If this is the case, your order will automatically be split into different order numbers. Some promotions and offers may not be applicable when your order is split into multiple orders.

How many items can I buy at a time?

You will be able to add a total number of 20 items to your basket.

Note: If you wish to purchase more than 20 items you will need to place a separate order.

How Can I buy an item from Xtra-vision?

To buy an item you need to click on the 'Buy' button. This will add the title to your basket. You may then either continue shopping or progress to the checkout. At any time, you may review the contents of your basket by clicking on the basket link, which is located in the top right hand corner of every page.

Should you want to remove an item from your basket you can do so by clicking on the 'Remove' button next to the item you want to remove.

Can I default my delivery address and credit card details for future orders?

If you wish to continue to use the same address and credit card details for future orders, you can speed up the order process by simply ticking the 'Make these my default payment and delivery options.' box located on the order confirmation screen.

This is located directly above the box that you must tick to agree to our Terms & Conditions.

Should you wish to change your default delivery address, billing address, or credit card details without making a purchase you can do this at any time by going to 'My Account' and then 'Change your Online Store Payment and Delivery Settings'.

How does the Checkout work?

Once you have finished shopping you can proceed to the checkout to pay for your goods. The checkout consists of 5 simple steps:

    Register & Log In (new customers/existing customers)
    Delivery address (confirm your delivery address)
    Billing address (confirm your billing address)
    Payment (select a method of payment)
    Confirm (complete your order)

Note: If you have already registered your details with us you will have the option to select them during the checkout process or enter new details.

When you confirm your purchase you will be asked for the 3 digit security code on the reverse of your card. For your increased security and piece of mind you will be asked for this every time you place an order with us.

How do I check the status of my Orders?

You can check the status of your orders by clicking on 'My Account' located in the top right hand corner of the website.

Alternatively you can click on the link below to view your recent orders:

Recent Orders

How can I cancel my order?

You may cancel your order if the item has not been processed and we have sufficient time to prevent dispatch by contacting our Service Team using our Contact Us form.

Our opening hours are:

9am - 5.30pm Monday to Friday

In the event that you wish to cancel your order after it has been processed you may cancel your order by returning the goods for a refund. Please see the Returns Policy section below.

Note: You can check the status of your orders by clicking on 'My Account' located in the top right hand corner of the website.

Paying For Your Order

When will my credit card be debited?

Payment will be taken when we dispatch your order from our Warehouse.

What methods of payment do you accept?

We accept most major credit and debit cards (Visa, MasterCard, Maestro and Laser). Unfortunately we are unable to accept American Express.

Is it safe to use my credit card at Xtra-vision?

Xtra-vision uses industry standard Secure Socket Layer (SSL) encryption to ensure the highest security for credit card and personal details submitted to us over the Internet. We're confident that we are offering the secure service you can expect from Xtra-vision. Our security certificate is issued by Thawte and we use SSL 128 bit key encryption - US industry standard security software.

For added security and your piece of mind we have recently introduced Verified by Visa and MasterCard secure.

Do you charge VAT?

VAT (Valued Added Tax) is charged at either the UK rate of 20% or the ROI rate of 23% on all products that are purchased at hmv Ireland. Prices indicated are inclusive of VAT; however your order confirmation and invoice will include a VAT breakdown for your information.

Should you require a VAT receipt please contact our Service Team.

PreOrders

When will I receive my Pre-order?

Most pre-ordered items will be dispatched in time for delivery on the day of release.

Please keep an eye on the website for any changes to the release date.

When will I pay for my Pre-order?

Payment will be taken when we dispatch your order from our Warehouse.

What is a Pre-order?

A pre-order lets you place an order for an item that has yet to be released.

The order will remain in our system and will be dispatched in time for delivery on the day of release.

Why are your release dates different to other websites?

As an Irish company, Xtra-vision often gets many releases ahead of UK based websites like Amazon. We reflect the Irish release date for all movie releases and aim to deliver for this release, posted out of Ireland.

What is the Pre-order price guarantee?

We guarantee that in the event that the price drops after you have pre-ordered your item you will automatically be charged the lower of the prices. 

The maximum you will ever pay is the amount you agreed to pay when placing your order, so if the price goes up or down… you will always get the best deal.

My details have changed. How do I update my Pre-order?

If you wish to change any details of an order you will need to contact our Service Team using our Contact Us form.

Our opening hours are:

9am - 5.30pm Monday to Friday

Can I cancel my Pre-order?

You may cancel your order at any time by contacting our Service Team using our Contact Us form.

Our opening hours are:

9am - 5.30pm Monday to Friday

If the item has not been processed and we have sufficient time to prevent dispatch we will not process payment from your card.

In the event that you wish to cancel your order after it has been processed you may cancel your order by returning the goods for a refund. Please see the 'Returns Policy' section below.

Note: You can check if your order has been dispatched from the My Orders section of your account.

How soon can I Pre-order an item?

You can pre-order an item as soon as availability has been confirmed.

Returns & Refunds

What is your Returns Policy?

You can return any item to us for a refund as long as it is in its original packaging within 7 days of you receiving your order or within 30 days of dispatch to you if the item(s) are damaged when delivered, defective or faulty. 

Unwanted Items - You can return any item for a refund as long as it's in its original packaging within 7 days of you receiving your order. 

Faulty Items - If the item is faulty or was delivered damaged it can be returned for a refund or replacement within 30 days of dispatch.

Postage - We will refund all reasonable postage charges for faulty items.

Do I have to pay postage to return an item?

We will refund all reasonable package and postage charges incurred by you to return the item if the item is faulty, incorrect or upon request, providing proof of cost is provided to us. You will be notified of this when you contact our Service Team to arrange a return.

We strongly recommend that you obtain proof of postage from your local post office, as our mail partners will require this in order to be able to refund you should your order become lost in the post whilst being returned it to us.

How do I return an item?

You can return an item by contacting our Service Team using our Contact Us form here.

Our opening hours are:

9am - 5.30pm Monday to Friday

Shipping Times and Charges

When will my order be dispatched?

Most orders will be dispatched the same day if placed before 11am. Otherwise orders placed after 11am will be dispatched the next working day. 

Note: Multiple orders may be dispatched individually, therefore you may find items occasionally arriving at different times.

What are your shipping charges?

Shipping charges may vary depending on your territory.

What happens if an order is lost in the post?

If your order has not arrived within 15 working days of dispatch please contact our Service Team using our Contact Us form.

Our opening hours are:

9am - 5.30pm Monday to Friday

How long will it take for my order to arrive?

If you have placed a pre-order, we will aim to post for delivery on the day of release.

Most orders of significant weight or value may be sent via a courier delivery service which may require a signature for confirmation of delivery.

Most items will arrive within 2 to 3 working days of dispatch (Monday - Friday, not including public holidays).

Will my order arrive in time for Christmas?

Please be aware, the suggested last post date from our carrier for delivery in time for Christmas Eve is the 16th of December.

In the circumstance where any external factors, like adverse weather condition affect our carriers ability to deliver it could delay your order, and mean that it would not arrive until after Christmas.

We will do everything possible to get your order to you, however once your order is in the local postal system we are not able to track its progress so we cannot guarantee Christmas delivery.