Help Topics

• How do I find what I want?
• How do I order?
• How can I make changes to my order?
• What is your security and privacy policy?
• How much will postage and packing cost?
• Why hasn't my order arrived?
• How do I use my gift voucher?
• How do I return an item?
• Why are some titles not available on DVD?
• What payment options are there and is VAT included?
• What shall I do about DVD viewing problems?
• What shall I do about Playstation 2 problems?
• What are the final posting dates in time for Christmas?
• How do I log out of the site if I am using a shared computer?

Please see the Contact us page if you wish to email or telephone us.

Q How do I find what I want?
There are two ways to get to where you want. The easiest way is to enter the title or subject that interests you into the search box. Information relating to this will then be displayed. The other way is to follow the sidebar options to get to your chosen title. For example if you want to find the TT 2005 DVD, go to the bike homepage then select TT on the left hand sidebar. The TT 2005 DVD should now be displayed on screen with other related TT products. TOP

Q How do I order?
Once you have found the product you wish to purchase all you need to do is click on the ‘ADD’ Button below the product. The on-screen instruction will then guide you through the registration process if you are a new user, or direct you to input your e-mail address and password if you are already registered with Duke. The item will then be added to your basket and you will have the options of going to the checkout (paying) or continuing shopping. When you have finished shopping click on the ‘proceed to checkout’ button. This will allow you view and amend your order. The on-screen instructions will guide you through the payment process. You can pay by MasterCard, Visa (including debit cards), Switch and American Express. We are unable to accept Solo or Electron. TOP

Q How do I make changes to my order?
Alterations to your order can be made when you click on the ‘proceed to checkout’ button. At this stage you can amend the quantity of products already selected by entering the new value in the box provided for each selected item. When you are happy with your alterations click on ‘Update order’. TOP

Q What is your security and privacy policy?
The Online ordering system is just as secure as handing your card to a waiter in a restaurant. On the ordering pages we use a technology called Secure Sockets Layer (SSL). This establishes a secure connection between your computer and ours. Any data transmitted over this secure connection is encrypted using 128-bit (strong) encryption, ensuring that only our computer can decrypt your name, address and credit card details. You can check whether you have a secure connection by looking for the padlock symbol at the bottom right of your screen (in Internet Explorer). Double-clicking on the padlock will confirm the encryption strength as well as the 'chain of trust' that proves us to be dukevideo.com.

We offer a monthly email newsletter and occasionally allow other companies to use our mailing list. You have the option on the order form to refuse permission for either or both. If you exercise your option we guarantee to keep your details confidential. TOP

Q How much will postage and packing cost?

UK
Order value up to £25	£1.50
Order value £25 or more	FREE
EUROPE
1 DVD	£3.00
2 or more DVDs	£5.00
P&P for any orders containing books or heavy/bulky items will be confirmed upon ordering.   Rest of the World
1 DVD	£5.00
Each additional DVD	£2.50

P&P for any orders containing books or heavy/bulky items will be confirmed upon ordering.

TOP

Q Why hasn't my order arrived?
Please allow 28 days for delivery. If your order has not arrived within this timescale you may wish to check with your local Post Office. If the order is too large for the letterbox or the recipient is not in when the delivery is made the parcel could be awaiting your collection at the Post Office. TOP

Q How do I use my gift voucher?
Gift vouchers can be used for mail order, purchasing at shows and in the Duke shop. At the present time we are unable to accept them over the Internet. To use your voucher for mail order, simply enclose your voucher with your order form before posting to us. TOP

Q How do I return an item?
We are so confident that you will be delighted with your purchases that we offer a 30-day guarantee. If you are not 100% satisfied we will replace or refund within 30 days of purchase.

If you are in the UK, please return direct to us:

Duke Video
FREEPOST
Customer Services Department
PO Box 46
Douglas
Isle of Man
IM99 1DD

If you are overseas, please contact us, for further instructions.

Please enclose details of your order to assist the processing of your free replacement. The details below would be helpful to us:

Your Customer Number (if known)
Order Number (if known)
Approximate Order Date
Where you bought the item
Full Name
Address
Contact Telephone, Fax or e-mail.

Hopefully, you will not have to return one of our videos as we strive to maintain excellent technical quality along with top action in all Duke Videos.TOP

Q Why are some titles not available on DVD?
All new Duke programmes are released on DVD. We have also already re-released around 100 of our back catalogue on to DVD, and more are coming every month. In a perfect world, we would like all the older Duke programmes to be available on DVD, but there are many reasons why this is not the case. The three most significant reasons are time, money and rights. Producing a DVD of a programme is not simply a question of pressing a button and duplicating 1,000 discs. The programme has to be completely re-formatted and encoded into DVD digital format. It also has to have a menu structure designed and inserted into the DVD master programme. At the same time, we tend where possible to add features or update such programmes since, if we are going to so much trouble to produce even a basic DVD version of a programme, involving a lot of time and expense, we might as well spend a little bit extra to give our customers added value.

The time it takes us to produce a DVD is reducing steadily as techniques and methods improve. Whilst costs are also coming down slightly, it nevertheless takes weeks rather than days to produce a DVD master of an existing programme and inevitably costs thousands rather than hundreds of pounds to implement. As a result of these obstacles, not all of our 1,700 title back-catalogue will find its way on to DVD within the next few years. As technology improves, however, there may come a time when all our products are available on DVD, but as far as our slowest selling back-catalogue lines are concerned that day is a long way off.

In some cases rights are also a problem as far as DVD is concerned. The great majority of our programmes are either owned totally by Duke or are licensed for sale on any format of tape or disc. However, with certain titles, for e.g. F1 Review 2001 and World Rally Review 2001, we only have the rights to sell VHS cassettes. We are dependent on the rights owner selling the DVD rights to us (or another party) in order to make it available to our customers. If the ultimate rights owners do not want to sell the rights, there is nothing we can do about it. TOP

Q What payment options are there and is VAT (Value Added Tax) included?
Shopping On-Line can be done with Mastercard, Visa (including Debit cards), Switch and American Express. Unfortunately, we cannot accept Solo or Electron Cards.

UPDATE 2 December 2005: Regrettably we cannot accept pre-paid VISA cards, or the 'new' AIB Maestro card (for which the customer has to be present - see 'www.aib.ie > Business portal' if you are an AIB Maestro cardholder).

As an alternative, payment may be made by Sterling Cheque drawn on a London Clearing bank, sent to:
Duke Video
PO Box 46
Douglas
Isle of Man
IM99 1DD

If you prefer, a Sterling Bank Transfer may be made to the following:

NatWest
P.O. Box 7
1 Prospect Hill
Douglas
Isle of Man
British Isles
IM99 1AQ

Account Number: 39022277
Account Name: Duke Marketing Limited
Sort Code: 60-07-03
IBAN Number: GB12 NWBK 6007 0339 0222 77
BIC: RBOS IM DD

When using our bank transfer facility, please remember to clearly mark this on your order.

VAT is included. TOP

Q What shall I do about DVD viewing problems?
When playing your DVD, a black and white picture may occur if you have linked your DVD through your VCR. This is because the DVD has 'Macrovision Encryption Encoding', designed to prevent the copying of DVD's onto video.

One possible solution is to plug the DVD straight into the TV using a scart adapter or by using the three-way phono plugs.

If you are still having trouble playing the DVD in colour, it could be that your TV is not NTSC compatible (if an NTSC disc), therefore a black and white picture will result. Some TV's are not multi-standard therefore they cannot output an NTSC signal.

Technical problems on DVD should be reported in the first instance to telesales via email at mail@dukevideo.com, or telephone on +44 (0)1624 640000. If problems persist please speak to Duke Production on +44 (0)1624 640022 or email production@dukevideo.com TOP

Q What shall I do about Playstation 2 problems?
Unfortunately the NTSC DVDs are not compatible with Play Station 2 consoles. You will probably experience a break-up and deterioration in picture quality. In addition the image will be heavily pixelated.

Q What are the final posting dates in time for Christmas

UK - Thursday 20/12/07. Orders on system by 1400GMT will be despatched that day.

(Last Next Day Delivery Service to UK, orders on system by 21/12/07, 1400 hrs, will be delivered 24/12/07- call for next day delivery if required)

Europe (EU) - Friday 14/12/07. Orders on system by 1200GMT will be despatched that day

Europe (non EU) - Monday 10/12/07. Orders on system by 1200GMT will be despatched that day.

Rest of World - Monday 10/12/07. Orders on the system by 1200GMT will be despatched that day. TOP

How do I log out of the site if I am using a shared computer
Logging out is easy. Simply go to the my account page by clicking the 'my account' link at the top of every page.
From there follow the link to log out. This will delete any cookies from this site on your computer, and the next time you visit dukevideo.com you will have to log back in to place an order.

The Duke Guarantee / Faulty items / Inappropriate content
We are so confident that you will be delighted with your purchases that we offer a 30-day guarantee. If you are not 100% satisfied we will replace or refund within 30 days of purchase.

We will of course replace any faulty videos. If you are overseas, please contact us, for further instructions. If you are in the UK, please return direct to us:
Duke Video
FREEPOST
Customer Services Department
PO Box 46
Douglas
Isle of Man
IM99 1DD

Please enclose details of your order to assist the processing of your free replacement. The details below would be helpful to us:

Your Customer Number (if known)
Order Number (if known)
Approximate Order Date
Where you bought the item
Full Name
Address
Contact Telephone, Fax or e-mail.

Hopefully, you will not have to return one of our videos as we strive to maintain excellent technical quality along with top action in all Duke Videos.

If the content of a video is not what you expected, we will be happy to provide a replacement. If you have purchased your video from a retail outlet, in the first instance contact them and request a refund or replacement copy. Not all retailers will exchange in such circumstances, however, if you bought directly from us you can return a tape for exchange or refund direct to Duke Marketing within 30 days if you are dissatisfied in any way. This is in addition to your statutory rights. TOP

This is the latest disc format capable of playing high quality images and audio on both DVD players and computers fitted with DVD drives. Current discs can accommodate up to 4 hours of video material with various audio options including Dolby 5.1 and up to 8 different languages. Duke's DVD products are specially adapted versions of normal programmes which give viewers several benefits over normal video cassette formats including: -
a) 'Chapterisation' allowing selection of parts of a programme instantly from a menu or index e.g. go to lap 3 of the Senior TT, go to the sequence about the Ferrari F40.
b) Higher picture quality. DVD picture resolution is up to 500 lines compared to 270 lines for VHS. You will see footage in your home which is as good as we record it (or as good as the original archive).
c) Extra features which can be displayed on demand e.g. circuit maps, historical data, drivers' biographies etc.
d) High audio quality. Sound quality on DVD is at least as good as an audio CD and is generally better than VHS cassette. Duke is now producing and commissioning programmes which will be recorded and produced in hi-fi stereo. Some of our older material may be published on DVD with its original mono sound track, but newer material will appear with hi-fi stereo and, in some cases Dolby 5.1 encoding. These 'surround sound' DVDs will bring a new level of entertainment and experience to powersport fans world-wide. If you have the system, you will experience in-car and on-bike material more realistically than ever before and an 800 bhp Skyline going past 2 metres away at 200 mph will blow you out of your armchair!

Individual countries adopt one of three worldwide video systems for broadcast TV and pre-recorded tapes and discs.
These are:

DVD's and VHS in the PAL system are used in the UK, Europe (except France), Australia, New Zealand, South Africa, Far East (except Japan) and most other territories.

This format is suitable for playing in the following countries - USA, Japan, Canada, South America & Bahamas. Many Duke VHS and, increasingly, DVD, are available in the NTSC system and can be ordered directly from us. SECAM VHS

The main countries that use this format are France, Poland and Russia.

For a complete list of countries and their corresponding video formats click here.