Frequently asked questions
>How does DVD rental work?
You just search or browse the site to choose the films and TV shows you want to watch. Just click the ‘rent' button when you've found something you're interested in. These go on to your rental list, where you can prioritise which films you want to receive first. We send them to you 1st class postage paid, you watch them and send them back in the prepaid envelope, then your next one will come.
>Where is my shopping basket and how do I check out?
You have a rental list instead of a shopping basket and you don't need to check out – just add what you want to watch to your rental list by clicking the ‘rent' button and that's it. We'll get something from your list in the post to you as soon as we can. And if you want to let us know what you'd like first, then you can prioritise your list.
>How long can I keep discs for?
You can keep discs for as long as you want. We don't charge late fees, it's just a simple monthly fee and we've got packages to suit every one. However if you're not getting around to watching something we'll encourage you to send it back so you get something that is more appealing.
>We have very different tastes in our house, how can we be sure that there's always something for one of us to watch?
We have a feature called Multiple Lists. This means you can have two or more separate lists. You could, for example, have one for movies and one for games; or one for the adults, and one for children; or one for you and one for your partner. If you get a package that allows more than allows two or more discs at home, this means there will always be something for everyone to watch
>How do I send discs back?
When we send you discs, we send them in a special envelope that you can reuse to send the discs back. All you need to do is tear off the extra flap with your address on it and use the adhesive strip to reseal the envelope (with the disc inside of course). Then pop it in a mail box and wait for the next one. In most instances it'll only take one or two days to receive your next disc.
>When will I get my discs?
After you sign up, you need to add what you want to watch to your list. We strongly recommend you add a minimum of 10 to get you started. We'll then get your first disc(s) in the post to you as soon as we can. When this is will depend on when you sign up. For example if you sign up on a Saturday night we won't be able to get anything in the post to you until Monday, however if you sign up on a Monday night we'll be able to get something in the post on Tuesday. In most cases discs arrive then arrive for you the next day.
>What happens at the end of the trial?
If you like the service at the end of the trial, you can simply carry on receiving more films. But if you don't want to continue, there's a very simple link to cancel on your account page and you won't be charged a thing.
>Can I really cancel any time?
Yes. All you need to do is get any discs back to us, and give us a call to let us know you'd like to cancel and we'll take care of the rest.
>What if I want to change my package?
You can upgrade or downgrade your package at any time - during or after your trial.
>How can I watch films online?
As you search and browse our site, you will find thousands of films you can watch instantly. Most of these films are free to watch with your subscription package.
>How can I get LOVEFiLM on my television?
There are three ways to do this.
- If you have a PlayStation®3, you will find LOVEFiLM on the cross-media bar (XMB). Just click on the logo and follow the instructions.
- If you have a Sony or Samsung internet-connected TV, you can connect directly through the TV.
- You can also connect your laptop to the TV.
There's more detail on how to do all of these things within this section – for each device you can use we have step-by-step set-up instructions.
>Can I pause, rewind or fast forward through films?
Yes. When your cursor moves over the screen, a control bar will appear at the bottom of the player. The play button toggles between play and pause (if the film is playing then it will act as a pause button, and vice versa). To move forward and backwards during a film you can move the time indicator on the slider. The player controls are hidden during playback. To make them re-appear at any time, you can simply move your mouse.
>Can other family members be watching a different film to the one I'm watching?
Yes. Up to three films can be streamed at any one time. If a fourth stream is started the first film will stop.
>Can I watch films offline?
Not at this stage. -You will need to be connected to the internet to watch the film.
>What is LOVEFiLM Instant / streaming?
It's a way of watching LOVEFiLM content directly on a computer or television screen. Instead of a physical DVD, we use an internet connection to instantly send or 'stream' a film or TV episode, straight to your PC or internet-enabled TV.
>What is LOVEFiLM Instant?
It's our official or 'brand' name for the online viewing part of your LOVEFiLM service. If you're on a Light-Use subscription, you can now use our LOVEFiLM Instant service. You have a certain amount of time for online viewing per month, dependent on your package.
>Is the full LOVEFiLM Instant catalogue available across all LOVEFiLM Ready devices?
The entire streaming catalogue can be accessed on the LOVEFiLM website. All Instant films are available across all LOVEFiLM Ready devices. Availability of the Instant TV catalogue currently varies by device, but we’re working towards all TV series being accessible on all devices in the near future.
>How does LOVEFiLM Instant work?
Here's what you need:
- A broadband internet connection (with a speed of at least 2Mb per second for good performance and picture quality)
- An active LOVEFiLM subscription that includes online viewing
Then browse for a film or TV episode you'd like to watch listed as 'Included with package'. Press play. Start watching. It's that simple.
>Do I have to pay extra for LOVEFiLM Instant?
No, the LOVEFiLM Instant service provides thousands of titles at no extra cost to your normal LOVEFiLM subscription, as long as it includes instant viewing.
>What if my current subscription does not include LOVEFiLM Instant?
You can change your LOVEFiLM package at any time here. (this is not possible if you are currently on a free trial).
>If I have a rental subscription, do I automatically get LOVEFiLM Instant?
Not if you have chosen a Light use package that does not include online viewing (you can change you package using the link above).
If your package includes online viewing, all LOVEFiLM Instant titles are available as part of your subscription. Check our package listings for more information.
>Can I use the online viewing service on a TV?
Yes, if the TV is internet-enabled and LOVEFiLM-ready. A number of devices are currently available, which you can see here.
Alternatively, you can connect your laptop or PC to any TV by using the correct cable. This quick, two-step guide helps you work out which cable you need