Frequently Asked Questions

Previews

What is a Preview?

A Preview is an inspection copy of a film, on DVD, for teacher assessment only. We are pleased to offer UK customers a 14 day, free Preview trial of any of our films (excluding Teachers TV titles) in full. We will send you the film in its entirety on DVD, which you may then either choose to purchase or return following assessment. If you wish to purchase the DVD, we will send you an invoice for it. Unfortunately, Previews are not available for International customers, including customers from the Republic of Ireland.

I want to order a Preview. Can I do this online?

Preview copies of our films cannot be ordered through the website. Please contact customer services on 0117 929 1924 or orders@ClassroomVideo.co.uk if you wish to Preview of any of our films.

How many Previews can I order?

You may order up to a maximum of six different films to preview at any one time.

How long do I have to assess my Preview?

Our standard Preview period is 14 days, which starts from the day you receive the films – not the date we send them – to ensure that you have enough time to analyse the content thoroughly. Longer preview periods may sometimes be arranged by speaking with one of our learning resource advisors.

Can I show my Preview to my classes?

No. Previews are for your own private assessment only.

Can I have a Preview delivered to my home address?

No. We will only send Previews to an organisation’s address.

Can I make a copy of my Preview or put it on my institution’s network?

No. This would be an illegal act. We must protect the copyright of all the films we distribute and any illegal copying, duplication, converting or uploading of our material can result in a fine of up to £100,000. This includes uploading footage from our films onto YouTube. It is surprisingly easy for us to find out when Previews have been copied, and we will always prosecute in these situations.

I want to send my Preview back. How should I do this?

Please return your unwanted Preview DVDs in a padded envelope to Classroom Video Ltd, St Thomas Court, Thomas Lane, Bristol, BS1 6JG, marked FAO Returns. We advise all our customers to obtain a free Royal Mail proof of posting, because you will be liable for all unreturned goods. We also ask that a returns form (which will have been sent to you with your DVDs) is completed in full as we use this feedback to inform all future productions.

I am late sending my Preview back. What can I do?

Please call our customer service department on 0117 929 1924 who will be able to advise you further. You may be required to pay a DVD re-stocking fee for a late return.

I need more time for my Preview. Is this okay?

We understand that sometimes workloads can be hectic! So if you are struggling to watch your Preview within the agreed time, please call us on 0117 929 1924 and we will do our best to arrange an extension for you.

I have received an invoice for my Preview. Why is this?

Teachers have 14 days (unless an extension has been agreed) in which to assess their Preview and decide whether or not they would like to purchase the film. After this period has elapsed, Classroom Video will automatically invoice for the films if they are not in receipt of either returned DVDs or payment.

UK Delivery

How much does delivery cost within the UK?

Within the UK, standard postage and packing is £2.45 per DVD up to a maximum of £14.70. A priority delivery service is also available if you require your DVDs within 2 working days, at an additional cost of £10. If you require priority delivery please place your order by telephone and tell us if you wish to opt for this extra service.

How long will it take for my order to arrive?

If you have opted for standard delivery, we aim to deliver your goods within ten working days from receipt of order. This is however dependent on Royal Mail! A priority delivery service is also available if you require your DVDs within 2 working days, at an additional cost of £10. Please place your order by telephone and tell us if you wish to opt for this extra service.

UK Payment

What are my options for payment?

Most customers choose to be invoiced with their goods. Invoices can then be paid by cheque (made payable to Classroom Video Ltd), credit/debit card (Visa and Mastercard) or electronic bank transfer. Prices are quoted in British pounds and are subject to change without prior notice. Prices are exclusive of any applicable value added or other tax which you shall be additionally liable to pay to us. Payment must be made strictly within 30 days from the date of the invoice. In case of late payment, Classroom Video Ltd maintains the right to apply interest of 1 GBP for every week of non-payment. In addition we reserve the right to apply a late payment charge of 40 GBP.

Alternatively, payment can also be made by credit/debit card at the point of ordering by calling 0117 929 1924 or when shopping online (online shoppers can choose to be invoiced if preferable).

I have a Discount Code. How do I use it?

If you have a discount code, simply fill your shopping basket with the films that you wish to purchase as normal. Then, when you have finished shopping, go to your basket and click on the ‘Enter Discount Code’ link. A text box will appear for you to type your discount code into. Then click on “Add Discount Code” and the reduction will appear on your shopping basket.

Please note that discount codes will only work on DVD purchases, and not on Streaming licences.

What is a Marketing Code?

Each time we get in touch with you, either via the post, email or telephone, we will have attributed a code to that marketing campaign. If you then provide the marketing code when you order from us, we are able to track how successful that marketing campaign has been. You are always required to tell us your marketing code when ordering from us online when you reach the shopping basket (just before you go to the checkout). Of course, you may not have received any marketing from us, and instead just logged onto our website and ordered a product you have seen there. If this is the case, there is also a option for you to say you don’t have a marketing code, and that you simply found the goods you’re ordering through the website.

Please note that a marketing code is not the same as a discount code, the latter of which gives you a reduction on your DVD purchases.

Online Credit Card Payments

Why am I being redirected to a different web site when making a credit card transaction?

All electronic payments are made through Westpac’s secure Credit Card Payment facility. You are redirected to this site for payment to ensure the greatest security possible when processing your transaction. Once complete, you can click on the link at the bottom of the page to return to the Classroom Video website. Please note that Classroom Video does not record any of your credit card details

I have had a security warning on my card. Why?

Your electronic payments are made through HSBC’s secure Credit Card Payment facility. This service offers you the greatest protection when paying electronically. Part of the payment facility is to protect you and your card against fraud. In order to do this, HSBC checks your inputted card details against your registered card details. This ensures that the card number, security number, expiry date, name on the card and your address all match your registered details. In any event where transaction details differ to those registered, the transaction will immediately be flagged as a possible fraudulent transaction and will be placed into a state of review. Your transaction can also be placed into review if you request that the DVDs be sent to a different address to that of your registered card. Should you get an email stating that your transaction has been placed into review you should contact customer services on 0117 929 1924 at the earliest opportunity to resolve the situation.

International Customers (including Republic of Ireland)

I am an overseas customer. Can I still order through Classroom Video?

Classroom Video Ltd is part of a worldwide organisation which specialises in the provision of educational films wherever you may be in the world. Classroom Video Ltd is able to directly supply resources to you if you are based in Europe, the Middle East or Africa. Please utilise our website to find your resources and either place your order online, email us at orders@ClassroomVideo.co.uk, fax your order to 0044 117 930 4345 or telephone the office on 0044 117 929 1924.

If your organisation lies outside of these three geographical locations, don’t despair - simply contact us using the methods above and we will forward your enquiry on to our Head Office who will then get in touch to assist you with your exact requirements.

What is the process for orders and payment from International customers?

All international customers are required to pay for their order in full before shipment of goods. Payment can be made by credit/debit Card, bank transfer or cheque. If paying by bank transfer, Classroom Video Ltd will not accept any bank charges whatsoever linked with the transaction. Please ensure you elect to receive all these charges.

You can contact our customer service team on 0044 117 929 1924 (Mon-Fri 8:30-17:00 GMT) to confirm the full price of your order and postage and packaging. Payment can be made in GBP or Euro. Please specify your preferred currency to our customer services team when obtaining your full price.

What is the delivery process for International Customers?

We aim to despatch your DVDs within 10 working days of receiving payment. The DVDs will be sent by airmail unless you specify a preference, but any changes in despatch method will be charged to you at cost.

I have been charged for VAT despite being an International Customer. Why is this?

Unfortunately we are bound to charge international customers within the European Union VAT unless they can provide us with a VAT exempt number. Please get in touch with us by either phoning 0044 117 929 1924 (Mon-Fri 8:30-17:00 GMT) or emailing orders@ClassroomVideo.co.uk if you wish to provide us with a VAT exempt number.

International customers outside of the European Union will not be charged VAT. If you have been, this is probably a mistake, and we would ask again that you get in touch with us by either phoning 0044 117 929 1924 (Mon-Fri 8:30-17:00 GMT) or emailing orders@ClassroomVideo.co.uk in order to clarify the situation.

Products

What formats are your films available in?

All Classroom Video films are available on DVD. Many are also now available to be streamed through our new Streaming service.

I have seen a film on your website which I can’t find in my new catalogue. Is it no longer available?

No! Our catalogues showcase just a small selection of our 1000s of films which are available to purchase. The full Classroom Video product range is available to browse online at www.ClassroomVideo.co.uk, but if you can’t find what you’re looking for, customer services will be happy to help with your enquiry on 0117 929 1924.

I have an old Classroom Video film on VHS. Can I get this title on DVD or stream it through Streaming?

In most cases, yes! The vast majority of our extensive back catalogue is still available to purchase on DVD, and an increasing number of programmes are available to stream through Streaming. If you can’t find what you’re looking for on the website, please get in touch with our acquisitions or marketing department on 0117 929 1924.

Are Classroom Video programmes still available to purchase on VHS?

Unfortunately not – all our programmes are now supplied in DVD format, with an increasing number also available to stream through Streaming.

Can I make copies of my film?

Absolutely not. Classroom Video must protect the copyright of all the films we distribute and any illegal copying, duplication, converting or uploading of our material can result in a substantial fine of up to £100,000.

Can I put my film onto my school’s Intranet system/VLE?

Only if you purchase the film to stream through Streaming. Please note that Streaming is not available to purchase for all film titles, so there are some films which we have on DVD which cannot be put onto Intranets or VLEs at all. This is due to the different distribution contracts we have with different production companies.

Streaming/Streaming

What is Streaming?

Streaming is a brand new service that Classroom Video launched in January 2011.

Streaming allows customers who wish to place a film onto their intranet or VLE to stream the resource directly over the internet in ‘real time’—just like a YouTube clip. Multiple users can then watch the film at any one time, at any location and from any computer which has access to their network.

In order to stream a film, a ‘streaming licence’ must be bought for each title you wish to view. You will then be sent a different web link for each film you have purchased a licence for, through which can you view the films. No log-in is required and there are no restrictions on how many times the film can be played during the duration of your streaming licence.

What is a Streaming Licence?

In order to stream a film, a ‘streaming licence’ must be bought for each title you wish to view. Each streaming licence is an agreement between the customer and Classroom Video which outlines the important rights, restrictions and responsibilities of both parties relating to the access and use of a specific film. The licence will also refer to a defined period – either one or three years.

You must agree to the streaming licence terms and conditions each time you purchase a different film to stream. The full agreement appears at the check-out stage of ordering and should be read before indicating your acceptance.

What is Streaming?

Streaming is simply the name of Classroom Video’s streaming service.

Is a Streaming Licence available for every Classroom Video film?

Unfortunately not all films are available to stream at present, although the number of available titles is increasing every term. Those films which are available to stream are clearly marked with a streaming licence icon, both in our search results and on a programme’s individual page. The option to buy a streaming licence will not be given on those films which are unavailable to stream.

How do I purchase a Streaming Licence and what cost is involved?

Purchasing a streaming licence is simple. First, find the film that you are interested in on our website. If the film is available to stream, a streaming licence purchase option will be clearly visible, both in the search results and on a programme’s individual page. The cost involved is based on two things: how many campuses you wish to make the resource available to (up to a maximum of nine), and how long you would like to be able to stream it for (either one or three years). Simply select your options for both and the price will be automatically updated for you. You can then proceed to your shopping basket and checkout as you would for a DVD purchase. Again, as with DVD purchases, you can choose to either pay immediately with a credit/debit card, or we can post you an invoice.

How do I watch films for which I have purchased a Streaming Licence?

Upon successful completion of your order you will receive an immediate confirmation email. This email will contain a unique link to the streamed film, which can then be shared with colleagues or students on the campus/campuses. The confirmation email will also contain an embed code which can be copy and pasted into your network, embedding the streamed clip onto the system for all users to access from any licensed campus location.

You can also access your streamed films through your ‘Streaming Library’ which will appear as a new link in the top frame of our website next time you log-in to www.ClassroomVideo.co.uk.

What is the ‘Streaming Library’?

Your ‘Streaming Library’ lists all of the films for which you have purchased a streaming licence and allows you to manage these licences. Its features include:

A list of all the films for which you have purchased a streaming licence;
Detailed information for each film, including the licence period, price, the URL for viewing the film, embed scripts and statistics regarding how many times each film has been viewed;
Information about expired licences, including an ‘easy renewal’ function;
Exportable purchase and usage reports
Access to additional resources for each film (where applicable)

A link to your Streaming Library will appear in the top frame of our website after you have ordered your first streaming licence.

What is the ‘Streaming Player’?

The ‘Streaming Player’ is the media player through which you can watch your streamed films. The Streaming player utilises Microsoft Silverlight software and includes a range of features which make it useful for both teachers and learners, including:

Full-featured player with standard video controls and full-screen options
Easy playback within all major browsers on both PC and Mac
Shareable with all staff and students on the specified campus/es within your organisation
No individual login required

What is Microsoft Silverlight?

Microsoft Silverlight is a website browser plug-in that allows your browser to access rich media content such as videos, games, and rich web applications (similar to Adobe Flash Player). The Streaming Player runs on Microsoft Silverlight, which provides the web’s best video streaming experience – videos buffer quicker and run smoother with less intensive processor use.

Silverlight is a one-time download and install, after which your web browser functions as normal, with the added benefit of accessing rich media content created in Silverlight. If Silverlight is not installed on your computer, the Streaming Player will provide a direct link that enables you to install right away.

How can I get Microsoft Silverlight?

The Streaming Player will detect whether you have the current version of Microsoft Silverlight installed and provide a link to download and install if not present. Alternatively, you can visit www.microsoft.com/getsilverlight to install Silverlight now. Silverlight is compatible with all major browsers on both PC and Mac. It is not compatible with mobile devices (such as Apple iPhone and iPad).

If you do not have administration privileges on your computer, you will need to contact your IT department or network administrators to arrange installation of the browser plug-in.

Production and Distribution

I have a film suggestion. How can I put forward my idea?

We always welcome film ideas – after all, we’re making our films to assist in your teaching, so we’d love to hear your suggestions! Please email your ideas to our Acquisitions Manager and Commissioning Editor, Dee Powell, on deep@classroomvideo.co.uk.

I am a producer and would be interested in Classroom Video distributing my films. Who should I speak with?

We would love to hear from anyone who would be interested in having their films distributed through Classroom Video. Please contact our Acquisitions Manager and Commissioning Editor, Dee Powell, on deep@classroomvideo.co.uk.

I am a teacher and would like to be a consultant for a future Classroom Video production. How can I get involved?

All Classroom Video productions use UK teachers as consultants to ensure that our programmes are factually correct and as relevant to national programmes of study as they can be. If you would like to get involved in a future production as a consultant, please contact our Acquisitions Manager and Commissioning Editor, Dee Powell, on deep@classroomvideo.co.uk.

The film I have purchased has a foreign voice-over. Why isn’t it an English accent?

Classroom Video distributes not only productions made by ourselves here in the UK, but also films from the very best international producers. These include educational resources made by our sister company VEA (Video Education Australia) which is based in Melbourne, Australia. We strive to ensure that, despite accents from other cultures and some case studies which may not be UK-based, all the films that we supply you with are of great value to your teaching. If you do have any concerns regarding any of the films you have purchased, we would be more than happy to discuss these with you.

Technical Issues

My DVD won’t play. What can I do?

If you are having problems playing your DVD please follow the troubleshooting guide below:
Try using a different DVD player or computer
Try playing a different disc to determine if it is the player or DVD drive at fault
Check all relevant cables are connected between your DVD player and television
Check for marks/scratches on your DVD
Check for a notable difference on the underside of the DVD between the inner and outer areas of the disc. This usually indicates that something is burnt on the disc and will help confirm that the data exists on the disc.
If the film is not playing on a computer trying using a different programme - we recommend downloading a VLC player from www.videolan.org/vlc
If the DVD appears to stop before programme starts (or doesn’t appear to start at all), check to see if the timer on the player is counting. Sometimes there is a black screen in-between the splash screen and the start of the programme, so please be patient. Alternatively try skipping forward on DVD (or dragging the ‘play head’ on the bar at the bottom of the VLC player window).

If you continue having problems please contact us on 0117 929 1924.