Online entertainment help

  • Need help placing an order for entertainment products on Tesco direct? Got a question about an order placed on the old Tesco entertainment site? Please see below If you can't find the answer you are looking for or need more information, please visit our help page.

    1. Contact us
    2. Pre-orders for Music, Films, Gaming & Books
    3. Pre-order Price Guarantee
    4. Delivery for Music, Films, Gaming & Books
    5. Age ratings and order age-restricted products
    6. Downloadable content for games software
    7. Marketing emails for entertainment products
    8. MP3 Downloads and WE7
    9. Tesco Entertainment website closure
  • 1. Contact us

    For orders placed on Tesco direct website for books, music, film or gaming products - please contact the Tesco direct customer services team on 0845 600 4411.

    For orders placed on the old Tesco Entertainment website for music, film or gaming products - please contact the Tesco Entertainment customer services team on 0845 600 2722.

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    2. Pre-orders for Music, Films, Gaming & Books

    What is a pre-order?

    A pre-order is an order placed for a product that hasn't been released yet. You can pre-order CDs, DVDs, Blu-rays, gaming products and books up to several weeks, or even months, before the product is released, as long as the product has been announced by the supplier.

    When are pre-orders delivered?

    As long as you place your pre-order at least three days before the release date, we will try to deliver your pre-order on the release date.

    When is payment taken?

    Payment will be taken from your card at the online checkout when you place your pre-order. With all entertainment pre-orders, you are guaranteed to benefit from our pre-order price guarantee – please see section 3 below. Any potential refund will be processed on the release date, which should be credited to your payment card within three to five working days.

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    3. Pre-order Price Guarantee

    What is our Pre-order Price Guarantee?

    Our Pre-order Price Guarantee is our guarantee to you to make sure you benefit from the best price. It is available on Tesco direct for all pre-ordered CDs, DVDs, Blu-rays, gaming products and books. When you pre-order a product online, we will take payment for the amount shown at the online checkout. However, if the price of your pre-ordered product is cheaper on the release date, we promise to refund the price difference. We will process the refund on the release date and it should be credited to your payment card within three to five working days.

    Please note refunds will be inclusives of colleague discounts.

    When is my payment taken?

    Payment will be taken from your card at checkout when you place your pre-order. You are guaranteed to benefit from our pre-order price guarantee. Any potential refund will be processed after the release date.

    How do promotional discounts work with the Pre-order Price Guarantee?

    Promotional discounts are promotions that automatically apply to your basket or are money-off e-coupons that you use during online checkout. These are only applied against the price of your pre-order product to calculate the discounted price at the point of placing your online order. We do not reapply these promotions to your pre-order product price if the price happens to be lower on the release date.

    For example:

    If your pre-order product is £40 and at the online checkout you use a £5 off e-coupon, you will pay £35 for the pre-order product at the point of order. If the price on the release date is £36, you will benefit from the fact that you have already paid the lower price of £35 when you pre-ordered. The £5 off e-coupon will not be applied to the lower release date price.

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    4. Delivery for Music, Films, Gaming & Books

    What delivery options are available

    All CDs, DVDs, Blu-rays and gaming software products on Tesco direct offer free standard delivery which means we will deliver to your address in 2-5 days, providing the product is not a pre-order.

    Books offer two delivery options: standard 2-5 day delivery and express next day delivery, both at a small charge.

    Gaming hardware and accessories have a number of delivery options available.

    How much is delivery?

    Our standard delivery (2-5 days) will be free for all CDs, DVDs, Blu-rays and gaming software products.

    Books offer standard 2-5 day delivery and express next day delivery, both at a small charge.

    Gaming hardware and accessories delivery charges vary depending on the option selected.

    To find out how much other delivery options cost, please visit our delivery information page.

    When will my pre-order arrive?

    As long as you place your pre-order at least three days before the release date, we will try our best to deliver your pre-order to you on the release date.

    What are the despatch times?

    The despatch estimate for each product is shown on the product details page and also on the online checkout. Our warehouse will try their best to despatch all products by the following day. Most of our deliveries are through Royal Mail and will arrive within 2-5 days. High value products over £70 are delivered by TNT and will require a signature at the point of delivery.

    For pre-order products, you will receive an email confirming that we will be despatching your product a few days before the release date, as we try to deliver this to you for the day of release. For all other products you will receive a despatch email, and delivery should take 2-5 days from receipt of the email.

    If for any reason your delivery has not arrived within 10 working days after the receiving your despatch email, please contact us.

    Please note: in compliance with our supplier guidelines, will not deliver a pre-order product any early than its actual release date.

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    5. Age ratings and order age-restricted products

    To help you make suitable choices, we display ratings information provided by PEGI (Pan European Games Information) and the BBFC (British Board of Film Classification) on our product detail pages.

    What is the rating system for games?

    All games are subject to the PEGI rating system.

    PEGI stands for Pan-European Games Information and became the legal classification for video games on 30th July 2012, rated by the Video Standards Council (VSC).

    The PEGI age rating considers the age suitability of a game in order to protect minors, not the level of difficulty. Please visit the PEGI website for more information.

    This rating system contains five categories that denote the minimum age group a game is suitable for:

    • 3+: Suitable for ages 3 and older. May contain mild violence in an appropriate context for younger children, but no bad language is allowed.
    • 7+: Suitable for ages 7 and older. May contain mild cartoon violence; sports or elements that can be frightening to younger children.
    • 12+: Suitable for ages 12 and older. May contain violence in a fantasy setting, mild bad language; mild sexual references; innuendo or gambling.
    • 16+: Suitable for ages 16 and older. May contain explicit violence; bad language; sexual references or content; gambling; or drug use (encouragement).
    • 18+: Suitable for ages 18 and older. May contain graphic violence; including "violence towards defenseless people" and "multiple; motiveless killing"; vulgar language; strong sexual content; gambling; drug use (glamorisation); or discrimination.

    What is the rating system for DVDs and Blu-rays?

    All films are subject to the BBFC (British Board of Film Classification) rating system. Please visit t BBFC for more information.

    This rating system contains 5 categories that denote the minimum age group a film is suitable for:

    • Universal (U): All ages admitted, there is nothing unsuitable for children.
    • Parental Guidance (PG): All ages admitted, but certain scenes may be unsuitable for young children. May contain mild language and sex/drugs references.
    • (12): Films under this category can contain mature themes, discrimination, soft drugs, moderate swear words, infrequent strong language and moderate violence, sex references and nudity. Sexual activity may be briefly and discreetly portrayed. Sexual violence may be implied or briefly indicated.
    • (15): Films under this category can contain adult themes, hard drugs, frequent strong language and limited use of very strong language, strong violence and strong sex references, and nudity without graphic detail. Sexual activity may be portrayed but without any strong detail. Sexual violence may be shown if discreet and justified by context.
    • (18): Films under this category do not have limitation on the bad language that is used. Hard drugs are generally allowed, and explicit sex references along with detailed sexual activity are also allowed. Scenes of strong real sex may be permitted if justified by the context. Very strong, gory, and/or sadistic violence is usually permitted. Strong sexual violence is permitted unless it is eroticised or excessively graphic.

    Ordering age restricted products

    Certain entertainment products on Tesco direct are age restricted. On the product detail pages we clearly advise that the product is age restricted, and at the online checkout we ask you to provide your date of birth to confirm that you are of the correct age to order the product. By placing an order for one of these products you are declaring that you are 18 years of age or over.

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    6. Downloadable content for games software

    What is downloadable content?

    Some of our games, especially special editions, include additional content for the game that must be downloaded – we call this Downloadable Content. This is official additional content for a game distributed through the internet. Downloadable content can be of several types, ranging from a single in-game outfit to an entirely new, extensive storyline. As such, the content may add new game modes, objects, levels or challenges to a complete and already released game.

    How do I access downloadable content?

    Games which come with Downloadable content will be clearly messaged on the relevant products on the product detail page. The content is accessed via a unique code that is either included in the packaged product, or emailed to you by Tesco or the supplier. You can access downloadable content by entering this unique code into Xbox Live (for Xbox 360 content) or PlayStation Network (for PlayStation 3 content).

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    7. Marketing emails for entertainment products

    How do I sign up to receive emails about the latest entertainment offers and releases?

    If you would like to receive our free emails, packed full of the latest entertainment special offers, promotions and industry releases, signing up is simple – just visit our email preference centre. You can of course also unsubscribe from emails that you receive from Tesco direct here.

    Will I continue to receive entertainment emails if I had previously signed up to receive from the Tesco Entertainment website?

    None of your Tesco Entertainment marketing preferences will be changed, so if you chose to receive entertainment emails from Tesco Entertainment, you will continue to receive these, but they will be sent from Tesco direct. Of course, if you chose not to receive marketing communications from Tesco Entertainment, we won't send you marketing communications about entertainment products unless you choose to change your preferences on Tesco direct.

  • 8. MP3 Downloads and WE7

    Can I still download music from Tesco?

    Unfortunately, our MP3 music download service is no longer available.

    We now have a great online music service called WE7.

    WE7 is leading free-to-listen, personalised internet radio service where you can listen to the music they love and discover new music that they might like, based on their previous selections. With an extensive library of 11 million tracks, WE7 offers the latest releases, well-known classics and a comprehensive catalogue of all music genres.

    The service is available at www.WE7.com on PC and Mac and via apps on iPhone, iPad and Android smart phones and tablets.

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    Tesco Entertainment site closure

    What has happened to the Tesco Entertainment website?

    To improve the shopping experience for our customers, the Tesco Entertainment website is no longer available, but our range of CDs, DVDs, Blu-rays and games software products is now available on Tesco direct.

    What this means is that you will only need one online account, and you only need to go through one online checkout to place your entertainment order with other Tesco direct items.

    What's changed since moving to Tesco direct from the old Tesco Entertainment website?

    We still offer a great range of entertainment products. The key change is that for pre-orders we now to take payment at when you place your pre-order as opposed to when we despatch your pre-order.

    You are still guaranteed to benefit from you pre-order price guarantee - if the price of your pre-ordered product is cheaper on the release date, we promise to refund the price difference. Find out more.

    What will happen to my pre-orders placed through the Tesco Entertainment website?

    Don't worry, any pre-orders that you have already placed are safe with us and will still be fulfilled as expected. For any Tesco Entertainment website pre-orders, you will not be charged until the point of despatch, our pre-order price guarantee and our free standard delivery within 2 to 5 days will still apply.

    What will happen to my old account on the Tesco Entertainment website?

    Unfortunately, your Tesco Entertainment account and your account history will not be available to access online now that the website has closed.

    If you need to check your order details for an existing pre-order or for an order already received, please contact our customer services team on 0845 600 2722 who will able to handle old Entertainment website queries, and will be very happy to help.

    Can I use my Tesco Entertainment login details to login into Tesco direct?

    Unfortunately, you cannot use your Tesco Entertainment login details to login into Tesco direct. You need a registered Tesco.com account which you may have already set up when ordering from Grocery online, Wine by the case or Tesco direct.

    If you don't have an account, it only takes a few moments to set one up.

    If you already have a Tesco.com account to login to Tesco direct, you will be able to continue to shop for CDs, DVDs, Blu-rays and games using your existing account.

    On Tesco direct you only need to log in once to check out online, create a gift list or register for stock alerts.

    What will happen to my Clubcard points for orders place on the Tesco Entertainment website?

    If you placed an order on the Tesco Entertainment website and your products were delivered before 12th October 2012, you will receive any owed standard and promotional Clubcard points in your November Clubcard statement.

    If you placed an order on the Tesco Entertainment website and your products were delivered after 12th October 2012 or you have yet to receive them, you will receive any owed standard and promotional Clubcard points in your February Clubcard statement.

    On Tesco direct you will still earn one point for every £1 spent - we will continue to offer great Clubcard promotions across our range of entertainment products.

    Can I still view my old orders placed on Tesco Entertainment?

    Unfortunately, your Tesco Entertainment account and your account history will not be available to access online now that the website has closed.

    If you have any queries about old orders or pre-orders that are yet to release which you may want to amend, please contact us on 0845 600 2722 and will be very happy to help.

    Will I still receive marketing emails from Tesco regarding entertainment products?

    None of your Tesco Entertainment marketing preferences will be altered, so if you had chosen to receive entertainment emails from Tesco Entertainment, you will continue to receive these, but they will be sent from Tesco direct. Of course, if you chose to not receive marketing communications from Tesco Entertainment, we won't send you marketing communications about entertainment products unless you choose to alter your preferences on Tesco direct.

    Can I still use my Tesco Entertainment gift card?

    If you have bought or received a physical Tesco Entertainment gift card (they are yellow in colour), you can still use these on Tesco direct. What's more, it's available to use across all products on Tesco direct, not just entertainment products. It is also redeemable at any UK store and Tesco direct desk in store.

    What has happened to my Tesco Entertainment eWallet?

    Unfortunately, we have not been able to transfer any credit that you may have had in your eWallet on the old Tesco Entertainment website to the Tesco direct website, as Tesco direct do not have an eWallet facility. If you did have any eWallet credit, we will have recently emailed you to let you know how we are refunding this credit to you. If you have not heard from us, or are uncertain about your refund, please contact us on 0845 600 2722 and will be very happy to help.

    What will happen to my blinkbox movies?

    If you used our fantastic service whereby you also benefited from a free online movie when you bought selected DVDs or Blu-rays, all of your digital movies will be in your blinkbox video locker. However, there are two watch-outs...

    • You must ensure that you also add the Clubcard number that is registered to your direct account to your registered blinkbox account. If you do not do this, any films that you purchase from Tesco direct that include the free online movie at blinkbox will not be sent to your blinkbox video locker. If the existing Clubcard number registered to your blinkbox account is already the same as the one registered to your direct account, then you do not need to do anything.
    • If you do need to add a different Clubcard number to your blinkbox account, do not replace any existing Clubcard numbers already registered to your blinkbox account. Doing this will remove any of your free movies included with previous DVD or Blu-ray purchases from Tesco. Blinkbox allow you to add multiple Clubcards to your blinkbox account to prevent this from happening.

    How do I contact customer services about an order that I placed on the old Tesco Entertainment website?

    For orders placed on Tesco direct website for books, music, film or gaming products - please contact the Tesco direct customer services team on 0845 600 4411.

    For orders placed on the old Tesco Entertainment website for music, film or gaming products - please contact the Tesco Entertainment customer services team on 0845 600 2722.

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