UK Service Centre   0330  380  0279 (Mon-Fri: 10am - 4pm) @ info@thediscmaker.co.uk
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The Disc Maker is a leading supplier of CD, DVD and Blu-ray duplication. We provide professional quality digital media services at cheap trade prices.

Frequently-Asked Questions and Customer Support

Get in touch with The Disc Maker
 
Want to ask us a question about one of our duplication services? Have a question about your account or your order? Do you need help choosing the right options?
 
Have a look through the questions below to see if we can get it sorted for you! If not, give us a call, send us a message or open a support ticket and we'll get back to you as soon as we can. Click here to contact us.
 
If you would like to open a support ticket, click the "Support Tickets" button below.
General FAQs

Do you offer student discount?

No, unfortunately we don't offer student discount at this time.

How do I add product reviews?

At The Disc Maker, we believe one of the best ways to ensure our customers make the best buying choices for them is to provide full and comprehensive information on each product and service that we offer. For every product on the site we offer a range of printing, packaging and presentation options. However, it's our reviews that truly help customers understand the experience a product or service offers, providing honest and unbiased feedback detailing the ordering process and the quality of the items..

If you have some thoughts on the items you bought, why not share your ideas and opinions with other people? Our customers love to know that what they're buying will be the right choice for them, and we can't think of anyone better who could share their thoughts than you!

Write a review that we can publish on our website that tells others about the service and products you ordered. Your review doesn't need to be long. In fact, most customers prefer short reviews that get to the point to help them decide what to buy, so we reckon you could write a pretty succinct review in about 5-10 minutes!

You can write reviews for our duplication products and services by visiting the product's page on our website and completing the Review section. Remember that we reserve the right to edit, abridge and not publish your review if we choose. We recommend keeping your reviews honest and frank without raising any eyebrows.

If you've ordered from The Disc Maker before and would like to tell others about your experience by submitting a review, then we'd like to say a big "thank you" from everyone here at The Disc Maker!

THANK YOU!

How do I unsubscribe from the e-mail newsletter?

We respect your privacy. We will NEVER sell, rent or share your email address. That's more than a policy, it's our promise!

Our regular e-mail newsletters keep customers up-to-date with our latest products, duplication services and exclusive offers. However, if you would like to unsubscribe from receiving them you can do so at any time by clicking the "unsubscribe" link at the bottom of the e-mail, or by clicking here.

Please note that the unsubscription removes your e-mail address from the mailing list immediately - none of this "it could take up to 7 days" nonsense!

How will you contact me?

We confirm all orders by e-mail, as long as we are supplied with a working e-mail address.

If we need to talk to you about your order, or about a query you have, we will also use e-mail wherever possible.

If you open a Support Ticket with us, all communication would be through our support system, which requires you to log into your account with The Disc Maker.

If you telephone us, we will only telephone you back if we need to and you ask us to. Otherwise, we will follow up any discussion by e-mail.

If we need to get in touch with you and cannot reach you by e-mail, we may try to telephone you.

If we cannot reach you by e-mail or telephone, we may not be able to fulfill any order you have placed.

What is the difference between Promotional Coupon Codes, Gift Vouchers and Store Credit?

Promotional Coupon Codes are codes that allow either a fixed discount or a percentage discount on a purchase from The Disc Maker. Whilst most promotional codes are freely shared on our site and across social media, we sometimes generate one-time use Promotional Coupon Codes that are intended for use by one person. This type of Promotional Coupon Code should not be shared with others, as someone else could use it during a purchase, rendering it useless to the person it was originally generated for. The Promotional Coupon Code must be entered on the Shopping Basket page or during the checkout procedure.

Gift Vouchers are a form of Store Credit, where an amount of money has been paid in return for the promise of future delivery of goods to the value of the Gift Voucher. Gift Vouchers are redeemed in the same way as Promotional Coupon Codes, but they should not be shared with anyone as this would allow someone else to make purchases by using the credit available from the Gift Voucher. Gift Vouchers should be treated like cash and PIN numbers - stored securely and not shared with anyone other than the intended recipient of the Gift Voucher. Gift Vouchers do not have to be assigned to a specific customer account to be issued, although once they are used they cannot then be transferred to another customer's account. The Gift Voucher code must be entered on the Shopping Basket page or during the checkout procedure.

Store Credit is similar to Gift Vouchers, except it is already automatically assigned to a customer account. This means we can only provide Store Credit to customers with an account with The Disc Maker. If a customer does not have an account but we decide they are entitled to Store Credit, we may instead give this in the form of a Gift Voucher. Store Credit does not require the handling of codes that need to be entered manually during checkout. Store Credit is applied automatically during the checkout procedure.

Ordering

Can I add or remove items from my order once confirmed?

Unfortunately once the order is confirmed we are unable to amend the order details.

If we have not yet started production for your order, we can cancel it so that you can place it again.

Do I need to register to place an order?

No, you don't need to register to order online. After you've selected your services, products and options, and you proceed to the Checkout, you'll again be asked whether or not you'd like to create an account, and you can choose Guest Checkout if you'd prefer not to create an account.

However, we would recommend creating an account so that you can easily checkout when placing future orders. With an account, all of your delivery and billing addresses will be stored. You can also track your order statuses easily, re-order items with ease, and benefit from special member-only discounts that we might offer from time to time.

How do I know you have received my order?

You will receive an order confirmation e-mail to the e-mail address you provided when ordering.

If you have placed an order and not received the confirmation e-mail, please check your Spam or Junk folder.

If you still find you have not received the e-mail, please contact us.

How do I place an order?

You can order from The Disc Maker in two ways - online and by telephone.
 
Ordering Online
 
If you have an account with us, we recommend logging into it before you do anything else. That way, your order can be saved in your account should you choose to come back and finish the purchase later. Also, any credits or special offers you are entitled to might be applied automatically if you are logged in, and your delivery and billing addresses will already be stored if you've ordered before. You don't have to be logged into an account, it just makes things easier.
 
Browse our site and choose the duplication services, products and options that you require. Add each chosen product to your Shopping Basket by clicking the "Add to Basket" button. You may also be asked to provide artwork.
 
Once you have finished selecting your purchases, simply view your basket by clicking one of the shopping basket links at the top of the page, or by clicking here. You can check the quantities and options you have chosen, and apply discount coupons and gift vouchers, as well as estimate the shipping charges based on the contents of your shopping basket.
 
When you are ready to complete your purchase and place an order, click one of the checkout links to go to the payment and delivery screens, or click here. You will be asked to either login to an existing account (unless you have already logged in), create a new account, or place your order as a guest. Then simply follow the steps to provide your shipping and payment addresses and your payment details.
 
We accept credit or debit card payments (Visa, Mastercard, Visa Delta, UK Maestro and American Express), PayPal and Bitcoin payments. Online credit and debit card payments are securely processed by Stripe Payments using 100% secure servers - we do not store or have access to your payment details. If you don't need to pay because your Shopping Basket total is zero (e.g. you may be using Store Credit or a Gift Voucher to complete your purchase) then your payment method will be shown as "Account Balance".
 
Please note: Bitcoin transactions are not cleared immediately and take several blockchain confirmations before the transaction is confirmed.
 
You will receive an e-mail to confirm that we have received your order. We will then need you to finish uploading any artwork and disc masters that may be required for your order to be produced. The confirmation email should also include instructions telling you how to get your artwork and masters to us - they can be uploaded via our website or sent to us through the post. Once we have everything we need to complete the production of your order, it will be dispatched from our production facility. You will receive an e-mail with details of how to track the delivery of your completed order.
 
Ordering By Telephone
 
To place an order by telephone, call our friendly and professional team on: 0330 3800 279
 
It is helpful to make a note of the product codes for each item you wish to purchase, and please make sure you have your payment details ready. Our friendly team will be able to offer advice and assistance with your order and will try to answer any questions you may have as quickly as possible.
 
Please contact us if you have any questions on placing an order with us.
 

I have placed my order but the wrong delivery address has gone through - can I change it?

If we have not yet started production for your order, we can cancel it so that you can place it again.

If we have started production for your order but it has not yet been dispatched, we should be able to change the delivery address, but you must contact us as soon as possible.

Unfortunately once we have dispatched your order we are unable to amend the delivery address.

How do I cancel my order?

Orders placed in error online can usually be cancelled if you contact us straight away, before production has started for your order. You just need to get in touch or call our Customer Services Team on 0330 3800 279.

We do not accept returns on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements.

The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.

Why have I not received confirmation of my order?

Please check your Spam or Junk e-mail folder just in case the confirmation e-mail has been sent there.

If you cannot find it and it has been more then 24 hours since you placed your order, contact us or give our customer service team a call on 0330 3800 279.

Delivery

What do I need to take with me when I collect my items?

Any ID from the below list should be acceptable:

  • Credit or debit card
  • Bank or building society cheque book or savings book
  • Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)
  • Valid passport
  • Driving licence
  • NHS Medical Card

What happens to delivery times on Bank Holidays?

Unfortunately our shipping providers do not deliver on Bank Holidays or other national holidays, so please take this into account when ordering around the time of a Bank Holiday or national holiday as it will affect the arrival time of your parcel.

Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

If a "Something For You" card is left – What are my options?

If you receive a card from Royal Mail to tell you a delivery was attempted, your options will usually be as follows:

  • Free re-delivery to your address
  • Collection from a local Delivery Office
  • Free re-delivery to an alternative local address (in the same postcode area)
  • Collection from a Post Office for a nominal fee of 70p

Redeliveries can be booked at www.royalmail.com/redelivery or by calling the number on the "Something For You" card.

Can I track my order?

For total peace of mind, all UK orders are sent with tracking to your delivery address.

You can track the progress of your order with The Disc Maker here or by logging into your account on our website and viewing the Order History.

Can someone else collect items from Royal Mail on my behalf?

Yes, if your order is being delivered by Royal Mail, although you will need to wait until midday at least 24 hours after you received the card - then you’ll be able to pick up the parcel.

For Royal Mail local depot collections, you must also follow the guidance below (source: Royal Mail):

If you’ve received a "Something for you" card, it is because no one was available to take delivery of your item. The fastest way to retrieve your item is to collect it from your local delivery office. The address and opening times should be on the back of the "Something for you" card. If this information is missing, please call us on 03457 740 740. Please wait 24 hours before collecting your item from a Delivery Office.

To keep your mail as secure as possible, we require proof of identification.

Please ensure you take with you:

- The "Something for you" card or "Fee to Pay" card

AND one of the following, in the name of the person the item is addressed to

- Credit or debit card
- Bank or building society cheque/savings book
- Valid Passport
- Driving Licence
- NHS Medical Card
- Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee, NHS or senior citizen bus pass)

If the above is not available in the name of the person to which the item is addressed, you will need to bring three things:

- The "Something for you" card or "Fee to pay" card

AND

- Photo ID of yourself (passport, driving licence, foreign national ID, military ID card, police warrant card, Royal Mail employee card, NHS medical card or senior citizen bus pass)

AND

- Proof you live at the specific address to which the "Something for you" or "Fee to pay" card was delivered (bank statement, driving/television licence, utility bill or home insurance certificate)

Only original, recent documents will be accepted.

For Post Office collections, you must follow the guidance below (source: Post Office):

To pick up your parcel, you'll need proof of identity (for the person the parcel is addressed to) and proof of delivery address from one of the following (originals, not copies):

  • Birth Certificate
  • Building Society Book
  • Cheque Book
  • Cheque Guarantee Card
  • Council Tax Payment Book
  • Credit Card Credit Card Statement (not older than 6 months)
  • Debit Card
  • Full Driving Licence
  • Marriage Certificate
  • Military Photo ID
  • Foreign National Identity Card
  • National Savings Bank Book
  • Valid Passport
  • Paid Utilities Bill (not older than 6 months)
  • Standard acknowledgement letter (SAL) issued by the Home office for Asylum Seekers
  • Trade Union Card

Do you deliver to work addresses?

Yes, we will be happy to deliver to your work address, please just amend your delivery address when ordering.

Remember that your delivery will require a signature.

Does my order need to be signed for?

Yes, you should assume that all deliveries from The Disc Maker require a signature. If no one is available to sign for a delivery, it may be kept for collection at a later date or returned to us.

How long will my parcel be held at the Post Office or local Royal Mail depot?

If your parcel is being delivered by Royal Mail, please note that most parcels will be held by Royal Mail for 7 calendar days before being returned to The Disc Maker.

If you fail to collect the parcel you may be liable for additional postage costs.

Can I change my parcel delivery method?

If we have not yet started production for your order, we can cancel it so that you can place it again.

If we have started production for your order but it has not yet been dispatched, we should be able to change the delivery address, but you must contact us as soon as possible.

Unfortunately once we have dispatched your order we are unable to amend the delivery address.

My order has not arrived?

If your delivery is more than 4 working days overdue, or 6 days overdue including weekends and bank holidays, then please Contact Us and we will investigate.

To help us process your query as quickly as possible, please make sure you have your order number to hand if you are calling by telephone, or include it in your online message.

What are the delivery options?

DELIVERY POLICY
 
Delivery Charges
 
We offer a free UK delivery option on all orders of £100 or more.
 
Royal Mail Signed For 24: 1-2 working days
£5.99 on all orders up to 2kg in weight. Delivery to mainland UK addresses only.
 
Royal Mail Signed For 48: 2-3 working days
£3.99 on all orders up to 2kg in weight. Delivery to mainland UK addresses only.
 
Royal Mail Special Next Day: 1 working day before 1pm (Monday to Saturday)
From £7.99 depending on weight. Delivery to mainland UK addresses only.
 
Courier Next Day 24: 1-2 working days
From £5.99 depending on weight. Delivery to mainland UK addresses only.
 
Courier Economy 48: 2-3 working days
From £3.99  depending on weight. Delivery to mainland UK addresses only.
 
Please note: Bank Holidays and National Holidays are not working days. Delivery to remote areas of Scotland and Northern Ireland can take longer than the expected number of working days.
 
All Mainland UK orders (excluding Scottish Highlands) will be dispatched by either Royal Mail Signed For Delivery, Royal Mail Special Delivery or Courier, according to the custom. Orders made outside of this area will be dispatched according to the customer's choice and at a fair price according to the weight and packaging. Depending on the country, the choices available will vary, but we offer a tracked delivery service to most countries.
 
Where customers choose a tracked, recorded or signed delivery service, The Disc Maker will supply the tracking details either automatically upon shipment of the order, or at the customer's request.
 
For some orders, The Disc Maker may choose to offer a Free UK Delivery option. Usually this will be a tracked 2-3 day service, which is subject to the same terms and conditions as the paid for tracked delivery options. At the discretion of The Disc Maker, we may upgrade the Free UK Delivery method to a more secure delivery method at no further cost to the customer. A signature may be required upon delivery.
 
Orders dispatched by Royal Mail Signed For 24 and Signed For 48 are expected to be delivered within 1-2 working days and 2-3 working days respectively. If Royal Mail fail to deliver on this promise, we will endeavour to track the current status of the delivery on behalf of our customers when requested to do so.
 
Orders dispatched by Royal Mail Special Delivery are sent with the Royal Mail promise of being received by the customer on the next working day before 1pm.
 
Orders dispatched by Courier are trackable and are expected to be delivered within 1-2 working days and 2-3 working days depending on the chosen delivery service. If delivery is not made within these timeframes, we will endeavour to track the current status of the delivery on behalf of customers when requested to do so.
 
Please note that The Disc Maker cannot be held responsible for delays in excess of these delivery times. We will of course follow the appropriate steps to seek clarity regarding an expected delivery (and reimbursement/compensation where necessary) on behalf of our customers when requested to do so, and will do our best to supply a replacement delivery if we cannot trace the original one.
 
The buyer is responsible for taking delivery of the order at the address he/she specified. If the seller has to redeliver the order due to non-delivery or non-collection, the buyer is liable to pay any postage costs.
 
Please note that all stated delivery times and dates on our website are estimates only, and are subject to change in the event of postal/courier service delays, or delays in dispatching your order.
 
DISPATCH TIME
 
Generally, orders cannot be produced and dispatched until we have received all required artwork, disc masters, and any other required files or information. Once The Disc Maker has all the necessary requirements and we are in a position to produce your order, production generally takes 1-3 working days, depending on the options chosen and the quantity of items ordered. Production may also take longer where certain bespoke options have been chosen, and in other exceptional cases. Therefore, all stated delivery times and dates on our website are estimates only.
 
Once production has been completed, orders will be dispatched the same working day. Please note that weekends, Bank Holidays and other annual holidays do not count as working days.
 
Please note that all stated dispatch times and dates on our website are estimates only, and are subject to change in the event of postal/courier service delays, or delays in dispatching your order. We will not dispatch any orders where cleared payment has not been received.
 
LATE OR LOST DELIVERIES
 
If you believe your delivery may be late or lost then please contact us as soon as possible. If you have selected a trackable shipping option, we will check the tracking system and confirm the status of your delivery. Within reason, we will always endeavour to help customers who have not received their goods, and we will provide a copy of the relevant tracking information and any other dispatch receipts upon request.
 
Please be aware that Royal Mail will not officially classify a parcel lost until 15 working days have elapsed, therefore we are unable to open an investigation until this time has passed.
 
For lost or delayed parcels sent by Signed For Delivery or Special Delivery we can only offer a refund or exchange once the 15 working days time frame has elapsed, and Royal Mail acknowledges it as lost.
 
Deliveries outside the UK that have been sent by a non-trackable method are posted entirely at the customers own risk, and we cannot accept responsibility whatsoever for any loss occurred during transit. We will however provide the customer upon request with a copy of proof of postage upon request. This will enable the customer to take up enquiries with the relevant postal authority in the relevant country.
 
WORLDWIDE SHIPPING
 
The Disc Maker is able to provide trackable shipping options to most countries. These options vary depending on the country and can be selected during checkout.
 
We currently ship to the following countries:
 
Australia France Netherlands
Austria Germany Norway
Belgium Greece Portugal
Canada Ireland Spain
Cyprus Italy Sweden
Denmark Luxembourg Switzerland
Finland Malta USA
 
Shipping to other countries may also be available. You are advised to contact us prior to placing an order to confirm that we are able to ship to your country.
 
Orders dispatched to countries outside of the UK are expected to be delivered within 3-7 working days, although the customer accepts that this may be longer depending on the country and is outside of the control of The Disc Maker.
 
Where available, The Disc Maker strongly recommends choosing a trackable international shipping option. If a trackable shipping option is not available for your country, you will be able to choose from a selection of alternative non-trackable delivery methods. The customer accepts all risks of possible late or non-delivery, and although The Disc Maker will provide details and proof of shipment, we cannot guarantee to be able to locate the parcel and recover it. We may, at our discretion, replace the parcel or reimburse the customer for any lost deliveries, but The Disc Maker will only consider this once we have ascertained the status of the parcel. Such an investigation may take several weeks to complete and the customer accepts that this is part of the risk with non-trackable shipping options.

What happens if I cannot collect my order?

If your parcel is being delivered by Royal Mail, please note that most parcels will be held by Royal Mail for 7 calendar days before being returned to The Disc Maker.

If you fail to collect the parcel you may be liable for additional postage costs.

What happens if I have forgotten to collect my Parcel?

If your parcel is being delivered by Royal Mail, please note that most parcels will be held by Royal Mail for 7 calendar days before being returned to The Disc Maker.

If you fail to collect the parcel you may be liable for additional postage costs.

What if I'm not in when my order arrives?

If you're out when the parcel arrives, or it's too big to put through your letterbox or needs to be signed for, your post person or courier should leave a card telling you how you can re-arrange delivery or where you can pick up your parcel.

If your parcel is taken to the nearest delivery office you will have to go and collect your parcel.

If your parcel is taken to the nearest courier depot, you can collect it or arrange for it to be redelivered.

What rules apply to International Deliveries?

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. The Disc Maker reserves the right to define what can and cannot be delivered to each destination.

Payment for purchases will be made in pounds Sterling (GBP). International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. Duplication services and items from The Disc Maker are sold on a delivery duty unpaid basis.

The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery. Occasionally, the supply of your product(s) or may be delayed or prevented for reasons beyond our control - for example, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

Payments

Why has my payment been declined?

Your payment might be declined for a number of reasons.

You can contact us and we might be able to give you more details, although your card provider may be able to give you more details than we can.

What currency can I use on the website?

We always bill our customers in UK Sterling (GBP), however this may be shown on your invoices, confirmation e-mails and payment card statements in your local currency if it was offered as an option on our website.

Exchange rates are calculated at the time you place your order.

For more information, please contact your bank or payment card provider who will be happy to advise you on this.

Can I save my card details?

No. The Disc Maker NEVER stores your card details, so we will ask for them each time.

Any company that saves your credit or debit card payment details puts you at risk of fraud or unauthorised payments.

It has been proved many times that the small time-saving benefit of having payment card details stored with an online retailer is not worth the much bigger risk to customers should their systems be hacked, intercepted or attacked, and payment details stolen.

How secure is my transaction?

Shopping at The Disc Maker is safe and secure. We use internationally recognised technical systems to make sure the details you give us when ordering are protected. We're committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.

When you place an online order at The Disc Maker, we may ask for certain personal information such as your name, e-mail address, delivery and payment details, and all of this information is held on secure servers. The Disc Maker complies fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential. We do not see or store payment card, PayPal or Bitcoin details.

To provide a more efficient service, all our credit and debit card transactions are processed through our payment provider Stripe Payments. They only receive the information required to verify your payment and are under strict obligation to keep personal information confidential.

All payment card details are secured with 256-bit encrypted SSL sessions. You can see the "https" and secure padlock next to the URL in most browsers.

What payment methods can I use online?

We offer various ways for you to pay for your order, including Visa, Mastercard, Visa Delta, UK Maestro, American Express, PayPal and Bitcoin.

Will it show up on my bank statement?

All credit card, debit card and PayPal transactions will show as THE DISC MAKER or DISC MAKER on your bank and payment card statements.

My Account

How do I sign into my account?

At the top of our website (or if you are using our mobile site, at the bottom) there is a link to login. Click the link and enter your registered e-mail address and password. Click on the "Login" button and that's it - you should arrive at your account dashboard.

If you have forgotten your account password, click the Forgotten Password link.

Please note that if we believe you are trying to log into an account that belongs to someone else, we reserve the right to inform them and to record your IP address and other identifying information to prevent you abusing our website. We may also permanently ban you from accessing our website.

How do I change my personal details?

You can change your personal details, including your account password, stored addresses and contact information, by logging into your account and selecting an option from your account dashboard.

My account is locked

First of all, don't panic! We may have locked your account if you have not ordered from us for a period of time, or to keep your details secure if we felt someone else was trying to access your account.

Simply contact us and give us as much information as you can so that we can unlock your account.

Please note that if we believe you are trying to log into an account that belongs to someone else, we reserve the right to inform them and to record your IP address and other identifying information to prevent you abusing our website. We may also permanently ban you from accessing our website.

Why do I need an account?

The honest answer is - you don't need an account. If you just want to place an order, you can checkout as a guest. We will still ask you for most of the information we would need to set up an account, with the exception of a password. We still need all this information so that we can take payment and send your items.

However, there are certain benefits to creating an account, including:

  • easy tracking of all your orders
  • full and comprehensive history of your orders
  • Store Credit is only available to customers with an account
  • multiple addresses can be stored, making entering your delivery and billing addresses very quick once they are on our system
  • use our Support Ticket system to contact us

For security reasons, we do not store payment details regardless of whether you create an account with The Disc Maker or not. Therefore, you will always be asked to provide full payment details every time you make a purchase.

Please note that if you make purchases as a guest but also create an account, we cannot associate the guest purchases with the account. Only purchases made through the account will benefit the account.

I've forgotten my login details

You may be trying to log into an account that does not exist, or we may have removed your account if you have not ordered from us for a period of time.

If you are certain that you have an account with The Disc Maker, check through your e-mails for previous messages we might have sent to you. If you cannot find any, it might be that you used a different e-mail address when you created your account.

If you're sure that the e-mail you're using is correct, try resetting the password using the Forgotten Password link.

If you continue to have difficulty, contact us and give us as much information as you can so that we can locate your account.

Please note that if we believe you are trying to log into an account that belongs to someone else, we reserve the right to inform them and to record your IP address and other identifying information to prevent you abusing our website. We may also permanently ban you from accessing our website.

Why is my account not recognised?

You may be trying to log into an account that does not exist, or we may have removed your account if you have not ordered from us for a period of time.

If you are certain that you have an account with The Disc Maker, check through your e-mails for previous messages we might have sent to you. If you cannot find any, it might be that you used a different e-mail address when you created your account.

If you're sure that the e-mail you're using is correct, try resetting the password using the Forgotten Password link.

If you continue to have difficulty, contact us and give us as much information as you can so that we can locate your account.

Please note that if we believe you are trying to log into an account that belongs to someone else, we reserve the right to inform them and to record your IP address and other identifying information to prevent you abusing our website. We may also permanently ban you from accessing our website.

Returns and Refunds

How do I return a faulty product?

RETURNS POLICY
 
Do not return goods to us without contacting The Disc Maker first. We will confirm the returns address and provide other returns details once you contact us. Any parcels sent to any of our office, production facility or warehouse addresses without contacting us first will be refused and returned to the sender.
 
If you find your purchase is faulty or damaged upon arrival, please inform us within 24 hours of receipt. E-mail us at info@thediscmaker.co.uk stating your name, order number and description of the fault or damage. You can also submit a return request through our website by logging into your account and selecting "Returns". We will then issue you with a returns confirmation e-mail confirming whether we can accept the return, and giving clear instructions on whether you need to return the items to us, and how to do this if required.
 
If you find discrepancies, faults or damaged items when you receive your delivery, you must inform The Disc Maker within 24 hours of accepting the goods. Please provide as much detail as possible when you contact us.
 
For damaged or faulty goods, The Disc Maker may ask the customer to return these using a trackable guaranteed delivery method. Once we have confirmed the fault, we will reimburse the customer for the cost of the postage. Should you choose to return items to us using a non-trackable delivery method, we cannot accept any reponsibility if the items are delayed or not delivered to us. Replacements for faulty items will be sent back to you free of charge. If we are unable to replace the items we will offer a full refund.
 
If your delivery was made to an address outside of the UK, we will not cover any postal charges to return an item back to us under any circumstances (including, but not limited to, faulty or damaged goods) and by placing an international order with The Disc Maker you indicate your acceptance of this.
 
In compliance with Consumer Contracts Regulations and the Consumer Rights Act, we do not accept returns on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements. The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.
 
For the avoidance of doubt, please pay particular attention to the following:
  • Where items are received and found to be incorrect or faulty, The Disc Maker must be informed within 24 hours from receiving the delivery. We will advise full instructions for a replacement or refund as detailed above.
  • Unwanted items or items ordered in error cannot be returned or exchanged under any circumstances.
  • If any items are returned as faulty and found not to be faulty, we will return the item to the customer if requested and only upon payment of the return postage charges.
Please note: To return or report a defect with any items or services offered through a third party, e.g. special offer voucher codes, you must contact the company through which the offer/voucher codes were originally purchased, in the first instance. The Disc Maker will then be passed the relevant information by the third party company, or you will be advised on how to proceed with contacting us. Do not contact The Disc Maker directly without contacting the third party company first, or we will be unable to assist you.

How do I return an item/s?

RETURNS POLICY
 
Do not return goods to us without contacting The Disc Maker first. We will confirm the returns address and provide other returns details once you contact us. Any parcels sent to any of our office, production facility or warehouse addresses without contacting us first will be refused and returned to the sender.
 
If you find your purchase is faulty or damaged upon arrival, please inform us within 24 hours of receipt. E-mail us at info@thediscmaker.co.uk stating your name, order number and description of the fault or damage. You can also submit a return request through our website by logging into your account and selecting "Returns". We will then issue you with a returns confirmation e-mail confirming whether we can accept the return, and giving clear instructions on whether you need to return the items to us, and how to do this if required.
 
If you find discrepancies, faults or damaged items when you receive your delivery, you must inform The Disc Maker within 24 hours of accepting the goods. Please provide as much detail as possible when you contact us.
 
For damaged or faulty goods, The Disc Maker may ask the customer to return these using a trackable guaranteed delivery method. Once we have confirmed the fault, we will reimburse the customer for the cost of the postage. Should you choose to return items to us using a non-trackable delivery method, we cannot accept any reponsibility if the items are delayed or not delivered to us. Replacements for faulty items will be sent back to you free of charge. If we are unable to replace the items we will offer a full refund.
 
If your delivery was made to an address outside of the UK, we will not cover any postal charges to return an item back to us under any circumstances (including, but not limited to, faulty or damaged goods) and by placing an international order with The Disc Maker you indicate your acceptance of this.
 
In compliance with Consumer Contracts Regulations and the Consumer Rights Act, we do not accept returns on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements. The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.
 
For the avoidance of doubt, please pay particular attention to the following:
  • Where items are received and found to be incorrect or faulty, The Disc Maker must be informed within 24 hours from receiving the delivery. We will advise full instructions for a replacement or refund as detailed above.
  • Unwanted items or items ordered in error cannot be returned or exchanged under any circumstances.
  • If any items are returned as faulty and found not to be faulty, we will return the item to the customer if requested and only upon payment of the return postage charges.
Please note: To return or report a defect with any items or services offered through a third party, e.g. special offer voucher codes, you must contact the company through which the offer/voucher codes were originally purchased, in the first instance. The Disc Maker will then be passed the relevant information by the third party company, or you will be advised on how to proceed with contacting us. Do not contact The Disc Maker directly without contacting the third party company first, or we will be unable to assist you.

How long will it take to receive a refund?

If you are expecting a refund from The Disc Maker, it can take up to 5 working days for refunds to be processed by us.

Your bank may take longer to credit the amount to your account, and this is outside of our control.

How can I exchange an item?

We do not accept exchanges on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements.

The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.

Can I return an item purchased using a Gift Voucher?

We do not accept returns on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements.

The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.

My order is incorrect or faulty

RETURNS POLICY
 
Do not return goods to us without contacting The Disc Maker first. We will confirm the returns address and provide other returns details once you contact us. Any parcels sent to any of our office, production facility or warehouse addresses without contacting us first will be refused and returned to the sender.
 
If you find your purchase is faulty or damaged upon arrival, please inform us within 24 hours of receipt. E-mail us at info@thediscmaker.co.uk stating your name, order number and description of the fault or damage. You can also submit a return request through our website by logging into your account and selecting "Returns". We will then issue you with a returns confirmation e-mail confirming whether we can accept the return, and giving clear instructions on whether you need to return the items to us, and how to do this if required.
 
If you find discrepancies, faults or damaged items when you receive your delivery, you must inform The Disc Maker within 24 hours of accepting the goods. Please provide as much detail as possible when you contact us.
 
For damaged or faulty goods, The Disc Maker may ask the customer to return these using a trackable guaranteed delivery method. Once we have confirmed the fault, we will reimburse the customer for the cost of the postage. Should you choose to return items to us using a non-trackable delivery method, we cannot accept any reponsibility if the items are delayed or not delivered to us. Replacements for faulty items will be sent back to you free of charge. If we are unable to replace the items we will offer a full refund.
 
If your delivery was made to an address outside of the UK, we will not cover any postal charges to return an item back to us under any circumstances (including, but not limited to, faulty or damaged goods) and by placing an international order with The Disc Maker you indicate your acceptance of this.
 
In compliance with Consumer Contracts Regulations and the Consumer Rights Act, we do not accept returns on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements. The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.
 
For the avoidance of doubt, please pay particular attention to the following:
  • Where items are received and found to be incorrect or faulty, The Disc Maker must be informed within 24 hours from receiving the delivery. We will advise full instructions for a replacement or refund as detailed above.
  • Unwanted items or items ordered in error cannot be returned or exchanged under any circumstances.
  • If any items are returned as faulty and found not to be faulty, we will return the item to the customer if requested and only upon payment of the return postage charges.
Please note: To return or report a defect with any items or services offered through a third party, e.g. special offer voucher codes, you must contact the company through which the offer/voucher codes were originally purchased, in the first instance. The Disc Maker will then be passed the relevant information by the third party company, or you will be advised on how to proceed with contacting us. Do not contact The Disc Maker directly without contacting the third party company first, or we will be unable to assist you.

What is your returns policy?

RETURNS POLICY
 
Do not return goods to us without contacting The Disc Maker first. We will confirm the returns address and provide other returns details once you contact us. Any parcels sent to any of our office, production facility or warehouse addresses without contacting us first will be refused and returned to the sender.
 
If you find your purchase is faulty or damaged upon arrival, please inform us within 24 hours of receipt. E-mail us at info@thediscmaker.co.uk stating your name, order number and description of the fault or damage. You can also submit a return request through our website by logging into your account and selecting "Returns". We will then issue you with a returns confirmation e-mail confirming whether we can accept the return, and giving clear instructions on whether you need to return the items to us, and how to do this if required.
 
If you find discrepancies, faults or damaged items when you receive your delivery, you must inform The Disc Maker within 24 hours of accepting the goods. Please provide as much detail as possible when you contact us.
 
For damaged or faulty goods, The Disc Maker may ask the customer to return these using a trackable guaranteed delivery method. Once we have confirmed the fault, we will reimburse the customer for the cost of the postage. Should you choose to return items to us using a non-trackable delivery method, we cannot accept any reponsibility if the items are delayed or not delivered to us. Replacements for faulty items will be sent back to you free of charge. If we are unable to replace the items we will offer a full refund.
 
If your delivery was made to an address outside of the UK, we will not cover any postal charges to return an item back to us under any circumstances (including, but not limited to, faulty or damaged goods) and by placing an international order with The Disc Maker you indicate your acceptance of this.
 
In compliance with Consumer Contracts Regulations and the Consumer Rights Act, we do not accept returns on unwanted items or items ordered in error. This is because all of our services are bespoke and are customised/tailored to your own individual requirements. The only exception to this is if we have provided faulty or damaged items, in which case you must inform The Disc Maker of the problem within 24 hours from receiving the items in your order.
 
For the avoidance of doubt, please pay particular attention to the following:
  • Where items are received and found to be incorrect or faulty, The Disc Maker must be informed within 24 hours from receiving the delivery. We will advise full instructions for a replacement or refund as detailed above.
  • Unwanted items or items ordered in error cannot be returned or exchanged under any circumstances.
  • If any items are returned as faulty and found not to be faulty, we will return the item to the customer if requested and only upon payment of the return postage charges.
Please note: To return or report a defect with any items or services offered through a third party, e.g. special offer voucher codes, you must contact the company through which the offer/voucher codes were originally purchased, in the first instance. The Disc Maker will then be passed the relevant information by the third party company, or you will be advised on how to proceed with contacting us. Do not contact The Disc Maker directly without contacting the third party company first, or we will be unable to assist you.
Promotional Codes

Can I use more than one Promotional Coupon Code per order?

Only one coupon code can be used at a time, and manually entering a valid coupon code will cancel any other discount that has been applied automatically.

If you have more than one coupon code, please complete your purchase with one coupon code, and then begin the process again.

Postage costs cannot be combined if you have multiple coupon codes.

How do I apply a Promotional Coupon Code?

If you acquire a Promotional Coupon Code to use with The Disc Maker, please note that it's valid for use online only at www.thediscmaker.co.uk.

Enter your promotional code by navigating to your Shopping Basket at the top of the website. Highlight "Use Coupon Code" and enter the code, then click "Apply Coupon". The discount will then automatically be deducted.

Orders must be placed on or before the expiry date of the offer.

Why is my Promotional Coupon Code not working?

You may be trying to use a Promotional Coupon Code that is no longer valid, or that we have withdrawn. The Disc Maker and FearWorks Media Ltd. reserves the right to withdraw certain promotions should we feel it is necessary.

Please try entering the code carefully, and look out for letters and numbers that might look similar to each other, e.g. 0 and o, 1 and l, etc.

If you are still struggling to get a Promotional Coupon Code to work, contact us and tell us what you're trying to do. Our Customer Service Team will be happy to offer all the help they can!

Gift Vouchers

How long will it take to receive a Gift Voucher and how is it sent?

Gift Vouchers are sent electronically to an e-mail address you choose during purchase, so they are usually delivered within one hour of the order being placed.

If the recipient does not receive the e-mail, you should contact us so that we can resend it. Sometime Junk or Spam filters will prevent the e-mail being received by the recipient, so we will ask you to make sure they "whitelist" our e-mail address and make sure they highlight us as "Not Junk" or "Not Spam".

Can I receive cash back on funds I have placed on a Gift Voucher?

No, Gift Vouchers can only be redeemed for products and cannot be exchanged for cash. They are also non-refundable.

Does the Gift Voucher ever expire?

Yes, a Gift Voucher with a balance is valid for 24 months from date of issue.

After this time, the remaining balance will be deducted and the Gift Voucher will expire.

How can I check my Gift Voucher balance?

When you purchase a Gift Voucher, the e-mail sent to you and the recipient's e-mail address will state the value of the Gift Voucher.

This e-mail should be kept safe as it contains the Gift Voucher code, and also confirms the value of the Gift Voucher.

How many Gift Vouchers can I use during one transaction/purchase?

You can use one Gift Voucher per single transaction.

If you have multiple Gift Vouchers and wish to use them in one purchase, you should contact us first so that we can combine them into one Gift Voucher.

I have a query regarding my Gift Voucher, who should I contact?

Please send us an e-mail to info@thediscmaker.co.uk or contact us so that we can assist you.

I purchased a Gift Voucher and it has not arrived yet.

Gift Vouchers are sent electronically to an e-mail address you choose during purchase, so they are usually delivered within one hour of the order being placed.

If the recipient does not receive the e-mail, you should contact us so that we can resend it. Sometime Junk or Spam filters will prevent the e-mail being received by the recipient, so we will ask you to make sure they "whitelist" our e-mail address and make sure they highlight us as "Not Junk" or "Not Spam".

Where can I purchase a Gift Voucher?

Just visit our Gift Voucher page and complete the details of your voucher. It will be added to your basket and you can then checkout to make payment for the Gift Voucher.

Please note that you will need to supply your e-mail address and the e-mail address of the recipient.

You can buy Gift Vouchers in any value from £20 to £500.

Are Gift Vouchers sold in specific denominations?

Gift Vouchers are sold in amounts from £20 to £500. Sales of Gift Vouchers online are in pound Sterling (GBP) only. You can order multiple Gift Vouchers within one transaction, however please note your recipient(s) will receive separate Gift Voucher e-mails.

Gift Vouchers are sent electronically by e-mail, therefore you will need to supply the recipient's e-mail address, as well as your own e-mail address.

Gift Vouchers are valid for 24 months from the date of purchase.

Can a Gift Voucher be used to purchase another Gift Voucher?

No, you are not able to purchase a Gift Voucher with another Gift Voucher.

There would be no benefit of being able to do so. Any attempt to do so will be voided by The Disc Maker.

Can anyone use my Gift Voucher?

Anyone who has access to the Gift Voucher code (which is sent to a specific recipient by e-mail) can use it. They do not have to have an existing account with The Disc Maker, nor do they have to create an account in order to use it.

The recipient of the Gift Voucher code can share it with anyone, who can then use the code.

How do I buy a Gift Voucher from The Disc Maker?

Just visit our Gift Voucher page and complete the details of your voucher. It will be added to your basket and you can then checkout to make payment for the Gift Voucher.

Please note that you will need to supply your e-mail address and the e-mail address of the recipient.

You can buy Gift Vouchers in any value from £20 to £500.

How do I Spend a Gift Voucher from The Disc Maker?

Once you have selected the items you wish to purchase with your Gift Voucher, you can enter your Gift Voucher code either on the Shopping Basket screen, or during the Checkout screens.

Our website will confirm the amount being claimed from the Gift Voucher against the purchase.

What are the Gift Voucher Terms and Conditions?

Activated Gift Vouchers can be redeemed as full or part payment for any goods bought from Cheeky Kiss Ltd. If you do not spend the entire value of the Gift Voucher, the remaining balance will be updated after each transaction for further use until the value of the Gift Voucher is depleted.
 
Gift Vouchers may be used to purchase goods of a higher price than the value of the Gift Voucher as long as we receive full payment of the difference. If you purchase goods with a Gift Voucher and then return the item for a refund or partial refund, any money will be credited back in the form of The Disc Maker Store Credit.
 
Please treat your Gift Voucher details as you would treat cash. Gift Vouchers are valid for 24 months from the date of purchase. The Disc Maker and FearWorks Media Ltd. cannot be held responsible for lost or stolen Gift Vouchers, or the unauthorised use of Gift Vouchers. We also reserve the right to cancel a Gift Voucher if, at our discretion, we deem such action necessary. This does not affect your statutory rights.
 
Gift Vouchers are available in any amount from £20 to £500. All Gift Vouchers are delivered electronically by e-mail. Please note that Gift Vouchers are non-refundable.

What happens if my Gift Voucher is lost, stolen or damaged?

Anyone who has access to the Gift Voucher code (which is sent to a specific recipient by e-mail) can use it. They do not have to have an existing account with The Disc Maker, nor do they have to create an account in order to use it, so you should treate the Gift Voucher code in the same way you would treat cash.

If you are concerned that your Gift Voucher code has been used by someone else, please contact us as soon as possible and provide us with as much information as you can.

If you have lost the Gift Voucher code, you should first try to find the original e-mail sent by The Disc Maker as this will contain the code. If you are unable to locate this, please contact us and provide us with as much information as possible. We may be able to reissue the Gift Voucher, but only at our discretion, and this is certainly not guaranteed.

We respect your privacy. We will NEVER sell, rent or share your e-mail address. That's more than a policy, it's our promise!
The Disc Maker is a wholly-owned subsidiary of FearWorks Media Ltd.
Registered in England & Wales under company number 07613763.
© 2019 The Disc Maker & FearWorks Media Ltd. All rights reserved.
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