Frequently Asked Questions

FAQs

When is Alice open?

Alice is open on corner of Tuam & High Sts (209 Tuam St) Mon - Sun 10:00am to 10:00pm. Closed Christmas Day.
Alice is also open 24/7 Online for DVD Home Delivery and Instore Pickup Reservations.

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Your Step-by-Step Guide to Registering and using Alice's DVD Home Delivery or Depot Pickup service.

EXISTING ALICE MEMBERS go to STEP 7

STEP 1: Go to the Online Registration page and please read carefully the Terms and Conditions for this type of membership, and if happy tick the box 'I agree'.

STEP 2: Please fill in all fields marked with an asterisk. Also note the Online Starter Pack ($10.00) is membership requirement , as it is for Instore Membership. One Free DVD Home Delivery rental credit is included with new membership.

STEP 3: You may then select from a choice of purchasing more Super Saver Pre-paid DVD Home Delivery Rental Credits - bearing in mind that the more credits you purchase at one time, the more you save!

STEP 4: Check one of the boxes in the Optional Damage Insurance section (Insured or Uninsured).

STEP 5: You may now click the Payment Express logo to proceed to the Secure Payment page where you will be asked for your Visa or Mastercard details to pay for your requested goods and/or services. Remember to be absolutely precise when entering your inscribed details, clicking steps 1 - 3 otherwise your payment will not be processed.

STEP 6: If successful with your Secure Payment Express transaction you will be returned to the Member Login page. Here you will need to log in using your email address and phone number.

STEP 7: Choose your film(s) using Alice's Search selector (by title or via Director or via Actor) or the Browse the Aisles functions. Using the ticket Reservations Portal , select HOME DELIVERY or DEPOT PICKUP then the DATE REQUIRED then click RESERVE ME. Your resevation(s) will now be displayed in the Pending Reservations ticket.

Step 8: You may continue browsing and adding to your basket and when ready - click PROCEED.

Step 9: If you have not previously logged In, you will be required to do this at this time.

STEP10: Your selected film(s) will now be showing in My Pending Basket. If you have chosen a Zone 1 or Zone 2 disc please ensure you have the equipment to play these formats. Here you may Remove any selected film. CONFIRM RESEVATIONS will then take you to the Final Confirmation and Shipping Details screen.

Step 11: From this screen, please ensure your details are correct. For DVD Home Delivery, you may select to 'Use My Pre-paid DVD Home Delivery Credit(s)' or 'Pay By Credit Card at Checkout'. (PLEASE NOTE: Buying 5 credits does not mean you need to hire five films. Credits are stored on your account to be used at your leisure.) For Courier Delivery (5 - 9 DVDs for 'live' delivery is required to activate) you will be required to pay at check-out - see the 'Courier Delivery' Page

Step 12: 'Pay by Credit Card at Checkout' folk will be directed to the secure Payment Express for payment. Ensure you enter All the correct details and 'Submit' and 'Next', otherwise your transaction will not be processed.

STEP 13: That's it! Your order(s) will be confirmed by email and the disc or discs will miraculously appear in your letterbox or at your doorstep Courier Home Delivery) with an enclosed pre-paid voucher or envelope. Depot Pickup films will be delivered to The Drawing Room before 11am on the day of reservation as your email confirmation has advised.

Many Happy Returns

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I would like to speak to someone...

Please phone during Opening Hours for any concerns or inquiries you may have.
Emails are the other way forward (alice@aliceinvideoland.co.nz).

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How do I return films if Alice is closed?

In the Foyer of Alices is the After Hours Return Slot.

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10 Hire Concession Cards and Joker Cards

Concession Cards are for instore use only. Joker Cards are also for instore use only and available for use Monday, Tuesday and Wednesday.

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Alices Refund Policy

First check that the problem is not 'Zone' compatibility. If that is OK then try cleaning the disc with a soft, non-abrasive cloth, wiping from the center to the outer edge in a straight line. Use only Disc Cleaning Fluid. Do not wipe the DVD in a circle as this will damage the playing surface.

Not all DVD players are created equal! Some DVD players will fault a disc, while others will not... Alice has a state of the art DVD Disc Analyzer, Disc Re-surfacing and Disc Buffing Unit to keep all rental discs in best possible playing condition.

If you still have difficulty playing the disc, simply return it with a note explaining what the problem is. If the boffins at Central Control find the disc is at fault your account will be credited and the disc(s) set aside for replacement.

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How to obtain my "Free" DVD Home Delivery

Online members - Your membership Starter Pack contained 1x Free Home Delivery credit. This credit will be attached to your account during processing.
Instore members - Your membership fee also includes a Free Home Delivery Experience ticket (or an 'Alice Golden Ticket'). Your ticket must be validated by Alice (with the validation box punched) in order to redeem your DVD Home Delivery Experience. This credit will be attached to your account during processing.

Step 1. Select the film of your choice, and under the movie poster (top right) you will see a 'ticket' Reservation Portal. First select HOME DELIVERY using the arrows to the right of the white option window - then select the DATE REQUIRED below. click RESERVE ME and your selected title will now be shown in the Pending Reservations ticket.

Step 2. When ready, click PROCEED, this will take you to the 'Alice's Member Login' screen. Use your membership number or email address along with your phone number.

Step 3. Once loged in, you will find yourself on the 'My Pending Basket' screen. Here you can 'remove' any film not required or continue browsing. When ready click 'CONFIRM RESERVATION'

Step 4 The Confirmed Reservation page will display not only your film(s) to be sent, but also the address the film(s) will be sent to. As your account has been credited with a free DVD Home Delivery Credit, select 'Use my Pre-Paid Home Delivery Rental Credit'. Now click 'Continue to Checkout'.

Step 5. Displayed here is your Confirmend Reservations screen. This screen will trigger an Email confirmation of your booking and also trigger the cast at Alice's to claim and Post (on the dispatch date) your requested movie - which should appear, complete with a pre-paid return envelope in your letter box the next day!
Many Happy Returns

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As an InStore Alice Member can I use the DVD Home Delivery Services?

Yes - Just log in and check your membership page for address details, phone, postal codes etc (please advise Alice if any details are incorrect) then select your films and either pay at checkout or buy PrePaid DVD Home Delivery Credits. If you are not a member yet, you will need to complete an Online Registration form.

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Guided Film Resevation Tour

1. First select your film - this will bring the film page to your screen.
2. Using the ticket Reservation Portal (below poster, screen right) select either DEPOT PICKUP or HOME DELIVERY using the drop-down menu.
3. Below that you can select the DATE REQUIRED.
4. Click RESERVE ME. The film title will appear in the Pending Reservations ticket.
5. You may continue adding reservations, that will also appear in the Pending Resevations, and when finished selecting and browsing - click PROCEED.
6. You will now be required to Login - unless you already have.
7. The next screen is My Pending Basket with your selected film(s) displayed.
8. From here you can continue browsing or add to, or 'remove' items from your basket.
9. When all appears in order click CONFIRM RESERVATIONS.
For Depot Pickup go to #10.
8a. Confirmed resevations along with your shipping details now appear.
8b. 'Pay by Credit Card at Checkout' or Use My Prepaid DVD Home Delivery Rental Credits' - your decision. Click 'Proceed to Checkout'.
8c. If you elect to Pay by Credit Card at Checkout you will be directed to the secure Payment Express. Ensure all steps (1 - 3) are taken.
8e To activate the Courier Home Delivery function, you will need 5 - 9 DVDs with the same dispatch date.
10. Your Confirmed Resevations page be displayed here. An Email confirmation will follow.
11. Click 'Back to Homepage', continue browsing, searching, discovering or 'Log me out Scotty'.
Many Happy Returns

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DVD Home Delivery or Courier Delivery?

DVD Home Deliveries will benefit members wishing to rent 1 - 4 DVDs at one time or any staggered dispatch dates. Pre-Paid Super-Saver DVD Home Delivery Credits ensure discounted DVD rentals.

Alice's very economical Courier Delivery will benefit members wishing to rent 5 - 9 DVDs NOW!. This feature only functions when 5 - 9 DVDs are added to your Pending Basket with the same Dispatch Date.

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Unsubscribe to Alice's Newsletters

For those members who wish to no longer receive Alice's CyberNews, Special Announcements, Free offers etc. Please click highlighted 'here' from where you will be requested to login.You will then arrive at your personal account page. On the lower right of the page you may un-tick the box Alice News.

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What is a Charter Member?

Charter Member status is bestowed on certain members as a way of Alice saying thanks for their active and long term support. This status entitles members to a discount of $1.00 of any New Release or Recent Arrival. Charter members from time to time also receive freebee film hires and are also placed on Alice's Christmas Card register.

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How do I buy more DVD Home Delivery Credits?

Once you are logged in you will arrive at your member homepage. From there under the ACCOUNTS heading you will note BUY HOME DELIVERY CREDITS. Click to be taken to your accounts page. Select from the Pre-Paid discount packages offered, remembering that the more you buy, the less you pay per film. You will then be directed to the secure Payment Express for your Mastercard or Visa payment. PLEASE NOTE: Credits are stored on your account. If you buy more than you need, you save more, and can use the extra credits at your leisure - there is no time limit.

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I am having trouble with Alice Member Login

Your in-store Alice Membership number or your Email address will suffice in the top box, while your phone number (regional prefixes added outside Christchurch) will satisfy the lower box. Remember, if you have any security concerns you may change your phone number access to a password on your Member Home Page. If problems persist you must contact Alice (email link below) to re-align your vitals.

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Guide to Courier Deliveries

This feature requires a minimum of 5 DVDs for dispatch on the same date to activate this Courier Delivery option.

1. Assuming you are already a member - find your films using Alice's Search Selector or the Browse the Aisles functions.
2. Using the ticket Reservations Portal, ensure DVD AVAILABLE NOW (in green), select HOME DELIVERY then the closest to todays date the program will allow - then click RESERVE ME. Your Reservation(s) will now be dispayed in the Pending Reservations ticket.
3. You should continue adding to your pending Basket until you have at least 5 DVDs but no more than 9. When ready click PROCEED.
4.If you have not previously logged in, you will be required to do so at this time.
5. Your selected films will now be showing in My Pending Basket. If you have chosen a Zone 1 or Zone 2 disc, please ensure you have the equipment to play these formats.
6. From My Pending Basket you may 'remove' any film not showing the correct 'same' Dispatch Date - you may also go back and make another choice if you wish.
7. 'Confirm Reservations' will then take you to My Basket - Final Confirmations and your Delivery Details - check they are all the same.
8. From this screen you should have an activated the Courier Delivery option (5-9 DVDs with same Dispatch Date).
9. 'Please select a Sector' from the drop down box. If unsure click the Courier Sector Map link below. Tick the Rural Delivery box if applicable.
10. When ready click DPS Payment Express where you are required pay with your Mastercard of Visa for the courier films requested.
11. Once three payment steps ( 'Payment Express' 'Submit' 'Next') have been completed and email confirmation of you payment is sent.
12 Confirmed Reservation(s) screen appears showing the full transaction along with the 10 day Rental Period, Dispatch Date, Return Date and Delivery Method (Courier). An email confirmation is also sent at this time.
13. Alice's Black Box should then arrive at your door step ASAP along with a pre-paid voucher to facilitate the return of the Black Box.
Many Happy Returns

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Delivery Details

When requesting Home Delivery ensure your delivery details are correct! Courier Delivery require a home address - not a P O Box number.

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DVD disc is unplayable or faulty!

First check that the problem is not 'Zone' compatibility. If that is OK then try cleaning the disc with a soft, non-abrasive cloth, wiping from the centre to the outer edge in a straight line. Use only Disc Cleaning Fluid. Do not wipe the DVD in a circle as this will damage the playing surface.
Not all DVD players are created equal! Some DVD players will fault a disc, while others will not... Alice has a state of the art DVD Disc Analyzer, Disc Re-surfacing and Disc Buffing Unit to keep all rental discs in best possible playing condition.
If you still have difficulty playing the disc, simply return it with a note explaining what the problem was. If the boffins at Central Control find the disc is at fault your account will be credited and the disc(s) set aside for replacement.

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What are 'Zones'?

DVD Zones are region encoded formats. For example Zone 4 is the New Zealand and Australian Zone. Zone 2 is from the U.K. and Europe, with Zone 1 from the U.S. In order to view DVDs from other regions your player must be multi-region or multi-zone. A full explanation may be accessed by clicking the blue "Zone" function in the "Special Notes" section of any film page.

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As an Online Member can I rent films from Alice Cinematheque's Christchurch Library?

Yes - To pickup films from Alice's depot, you will need a positive ID (Passport, Driver's Licence etc) and your Online registered email address.

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Box Sets & Special Edition Rental Rates

Box Sets and Special Editions are available for Instore Rental and DVD Home Delivery. Instore Box Sets may be hired at $12 or 2 Concession Card clicks for 10 days. Online Box Sets require 2 DVD Home Delivery credits and are also for a 10 day rental period. Special Editions are available for Instore rental at $8 or 1 Concession Card click or online for 1 DVD Home Delivery credit and also for a 10 day rental period.

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Lost or Damaged Films

Any rental film lost, damaged (see insurance options) or not returned to Alice in Videoland will be charged at full replacement cost as per the conditions your membership. Should compensation be sought for films lost in the post, a NZ Post "Customer Inquiry Form" (available from any Post Shop) will need to be completed and returned.

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Can I temporarily change my Home Delivery Address?

Yes, Please notify Alice via email (email link below) of phone prior to reserving films for Home Delivery.

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Why does Alice stock Zone 1 and Zone 2 DVDs?

There are some ultra-cool, inspirational, interesting, offbeat and rare titles which are not (and perhaps never will be) available in New Zealand as Zone 4 discs. Alice is prepared to go the extra mile by combing the planet (and absorbing the extra cost) to bring members the very best in World Cinema.
All DVD disc Zones are clearly highlighted in the "Special Features" box below each film review.

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Do Instore Pick-up Reservations cost?

No and yes! There is no reservation fee as such, the service is funded by un-collected reservations fees. So make sure you remember to pick up or advise of any change to any booking.

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I am having difficulty viewing an NTSC format DVD

Some of Alice's DVDs are in NTSC (USA) format. All DVD players sold in New Zealand are capable of playing both PAL and NTSC discs. Most DVD players will automatically display the picture output of discs in either format, so you should enjoy pictures in full colour. However, if you obtain normal audio and a stable black and white picture from a colour programme, you may only need to change a simple setting within the "Set Up" menu on your DVD player - check the operation manual for your player.
If you experience difficulty in obtaining a colour picture signal, it may be that your TV is incapable of receiving an NTSC picture signal - check the operation manual for your TV or consult your audio-visual hardware supplier. Please Note: older TV sets (10 years or older) are often not NTSC compatible.

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What is Aspect Ratio?

The relationship between the width of a film image and its height is known as its aspect ratio. From the first days of film until the early-1950s almost all films had a standard aspect ratio of 1.33:1, the same shape as the conventional TV screen. Today, widescreen dominates filmmaking in a variety of aspect ratios, but there are two ratios that are by far the most common: Academy Flat (1.85:1) and Anamorphic Scope (2.35:1). In the case of Academy Flat, the film is 1.85 times as wide as it is tall. Anamorphic Scope is even wider, 2.35 times as wide as it is tall. When these films are screened on a normal TV set, black bands at the top and bottom preserve the original ratio.
Sometimes there is an option to watch widescreen films in a 'full screen' format, and in this case the edges of the film have essentially been dropped off, leaving only the centre of the original image viewable and the black bands are not necessary.
The aspect ratio of most rental DVDs is shown in the "Special Features" box below the film review.

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What is Anamorphic Widescreen?

Anamorphic widescreen is a special feature of a DVD that means the video on the disc displays at a higher resolution. If a widescreen film is recorded on DVD in the anamorphic format, a widescreen TV can 'unsqueeze' the video image contained on the disc so that it fills the full width of the TV screen while retaining a high vertical resolution. You can view these DVDs if you don't have a widescreen TV, but ensure that the DVD player is set to standard "4x3" TV mode. The DVD player will then display the picture, letterboxed, with black bars top and bottom.

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Will Dolby Digital and DTS soundtracks work on my set-up?

Many DVDs offer a choice of sound formats including Dolby Digital and DTS (Digital Theater Systems). The sound is encoded on the DVD so you will need a decoder to experience the full surround sound effect. However, all DVD players will deliver conventional stereo sound without a decoder.

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I have a question!

Please email )email link below) Alice with any other questions you feel require answers.

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Explain the Film Labelling System

DVDs and Videofilms are required by the NZ Film & Video Publications Classifications Act 1993 to display classification labels on films offered for rental or sale.
Film Labels are colour coded, much the same as traffic lights: GREEN means anyone can watch a film. YELLOW means anyone can view the film, but may contain material, such as violence or sexual themes, which may upset some people. Parental guidance is advised before children view the film. RED means that the film is legally restricted and can only be viewed by the audience specified. There are no exceptions to this.
For illustrations etc, simply click on any Classification (G, PG, M, R16, R18) on any film page.

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