This section is designed to answer most of the questions that we get asked by our customers. If you need an answer to any question that is not here, please email us at support@postadvd.com and we will be pleased to help!

How does the service work?
How much do I pay and when?
Payment methods and security?
If it's a free trial why do I have to enter a credit/debit card number?
Why do I appear to be charged £1 for my free trial?
What is a wish list and why do I have to pick 10 films?
How do I change my subscription level?
I'm having trouble logging in / Help! I've forgotten my password.
How do I change my E-mail address or my payment details?
I want to restart my subscription. How do I do it?
What happens if a DVD/ Game is lost in the post?
I've lost the return pre-paid envelope and/ or the protective case. How do I return the DVD/ Game?
I returned a DVD/ Game but according to my queue, PostaDVD.com hasn't received it.
I've lost/damaged a DVD/ Game. What do I do?
I've lost my returns envelope. What do I do?
According to my queue, a DVD/ Game has been dispatched to me but I have not received it.
Are the DVDs/ Games sent by first or second class mail?
What do the BBFC ratings like "PG" and "12" mean?
How do I cancel my subscription?
What are Loyalty points and how do they work?

How does the service work?
The service has been designed to be simple, flexible and extremely cost effective. There are three main stages involved:-

1 - Once you have signed up for the service and chosen the level of subscription you require, your details will be registered with us, so that you have your own unique account. You will then choose your favourite DVDs and/or games by creating a “Wish List” of the titles you want and the order of priority that you wish to receive them.
2 – We will dispatch the first available title from that list by first class post. You can enjoy them for as long as you want. There are no charges or fees for late returns!
3 - Once you have finished with the film/game, you will send it back to us in the freepost envelope provided. When PostaDVD has received this your next choice will be sent to you.
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How much do I pay and when?
The subscription charges depend on the level of membership you choose. The monthly fees are currently as follows:-

Bronze Membership - £9.75
Silver Membership - £11.75
Gold Membership - £13.75

Your payments will automatically be deducted on the same day as your first payment was made. For example, if you joined us on the 15th of a month as a full member, your first payment will be deducted on that day and the same day every month thereafter.
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Payment methods and security?
Credit/debit card details are secured within 128-bit encrypted sessions by a third party specialist - SecPay.
Sensitive information is stored by them on a heavily encrypted database that is protected by multiple firewalls. The possibility of obtaining sensitive information is therefore minimised due to high levels of encryption, firewall security and measures taken to ensure the information is indecipherable.
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If it's a free trial, why do I have to enter a credit/debit card number?
We require a valid card for every subscriber regardless of their current customer status. This is to verify your identity and to ensure any potential subscriber is over 18 years of age. Your credit/debit card will not be charged during your free trial. You will become a full subscriber automatically at the end of the free trial period.
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Why do I appear to be charged £1 for my free trial?
In order to ensure that your card is valid we need to process a transaction for £1. However, as this is a deferred payment it will never actually be deducted from your account, your credit limit will merely be reduced by £1 during the trial.
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What is a wish list and why do I have to pick 10 films?
A “Wish List” is created by you to ensure that you receive the films/games that appeal to you. It offers the flexibility to choose titles from past and present and pre-order future features. It is important to maintain your wish list to gain maximum benefit from the service. We suggest logging on daily or weekly to keep updated on new releases and site updates to ensure you are receiving the latest and greatest titles.

It is important to maintain the list to a minimum of 10 titles so that you constantly receive available stock and help us forecast demand for new items.
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How do I change my subscription level?
Log in and select "Change Package" within your account menu. You will then be able to choose the new package from a drop down menu.
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I'm having trouble logging in/ Help! I've forgotten my password
If you have forgotten your password, use the "Lost Password?" link at the top right of the homepage, within the members login section.

Alternatively, if you are having trouble logging in, click here to read our login problem page which covers password resetting and a login help list. Alternatively, if you cannot remember which E-mail address you used, contact support@postadvd.com.
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How do I change my E-mail address or my payment details?
You can edit all the personal information we hold for you in the "Your Account" section.
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I want to re-start my subscription. How do I do it?
In the event of your subscription being suspended the system will automatically mail you and inform you. We will then continue to try and invoice you every day using the card details we hold on file. As soon as we're able to settle your account, either using your existing card information or new details that you supply, your account will automatically be re-activated.
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What happens if a DVD/Game is lost in the post?
We are aware that a DVD/ Game may occasionally be lost in the post through no fault of the customer. Therefore, we will not charge you and you will be sent a replacement DVD/ Game. However, if it becomes obvious that the postal service in your area is excessively unreliable, we may have to cancel your subscription. PostaDVD.com investigates all lost property claims and reserves the right to cancel subscriptions at any time.
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I've lost the return pre-paid envelope and/or the protective case. How do I return the DVD/ Game?
Assuming you have only lost the pre-paid envelope, please return the DVD, in the protective case to the following address:

PostaDVD,
27 Hampstead Road,
London,
NW1 3JA.

In this instance, it is your responsibility to pay the appropriate postage costs. If you have lost the protective case as well as the pre-paid envelope, it is also your responsibility to ensure the DVD is adequately packaged for transit. Any damages that occur as a result of poor packaging will be chargeable.
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I returned a DVD/ Game but according to my wishlist, PostaDVD hasn't received it.
It's possible the DVD/ Game may have been lost in the post. Please inform us by email to support@postadvd.com and we will investigate the matter.
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I've lost/damaged a DVD/ Game. What do I do?
We regret we'll need to charge you for the replacement cost. Please email support@postadvd.com for full details.
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I've lost my returns envelope. What do I do?
We have a printable version of the envelope containing all the details to allow you take advantage of our postage paid first class returns procedure. Simply insert an envelope or suitable label (A5 size suggested) into your printer and click the link below:
Printable returns envelope
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According to my wishlist, a DVD/Game has been dispatched to me but I have not received it.
It's possible the DVD/ Game may have been lost in the post. Please inform us by email to support@postadvd.com and we will investigate the matter.
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Are the DVDs/ Games sent by First or Second-class mail?
All rentals are dispatched by First class post.
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What do the BBFC ratings like "PG" and "12" mean?
There are several BBFC ratings:

U - Universal (suitable for all)
PG - Parental Guidance (general viewing, but some scenes may be unsuitable for some children)
12 - Suitable only for 12 years and over
15 - Suitable only for 15 years and over
18 - Suitable only for 18 years and over

For a full list of the classifications which we may use on this website, please see our Film Classifications page.
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How do I cancel my subscription?
Simple! Log in, click on "Your Account" at the top left of your browser window. Then click on "Cancel my subscription".
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What are Loyalty points and how do they work?
Many actions here on PostaDVD.com can earn members loyalty points. Even simple things like writing reviews or watching DVDs can accumulate points for you. Once you have 250 points on your account, you can 'cash' them in for a £20 voucher.
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