Contact us

Customer Contact F&Qs

You can only contact us by emailing us directly via the email address listed above. 

We do not read or respond to any messages that are sent to our various social media channels. Fake social media accounts are in operation pretending to be us and we are aware that these accounts have attempted to scam some of our customers. Please do not interact with these accounts under any circumstances. You can follow our official social media accounts via the entrance and updates page using the icons but please do not contact us via our social media accounts. 

⚠️ Please contact us before you contact our payment processor about refunds, incorrect orders or mistakes as we will be able to sort these issues for you.


INSTANT DOWNLOADS: If you have placed an order for an Automatic (instant) Download and you haven’t received your download to your nominated email address, please check your spam and junk folders before emailing us.

MANUAL DOWNLOADS: If you have ordered a manual download (we have to process the download for you) and 12 hours has passed or you have purchased a Fan Club pass and your account hasn’t automatically upgraded please contact us for assistance. 

We aim to respond to all emails within 24 hours. If it has been more than 24 hours, please email us again or email our back up account 

Participant Contact Information

If you are a participant that has been featured in our commercial releases (content on this website) and you wish to contact us urgently for any reason, please contact us on the channels we originally contacted you on. If you no longer have access to this information (or have not received a response from us through these chancels) please reach out to us using the email address on this page (

As outlined on our about us and help pages, if you are a participant and have any concerns or issues we will always respond to you promptly and in a professional manner. We are always here to help and do the best we can by you. 

Other Enquires (Media, Legal and Business)

If you are legal entity or authority and wish to audit our site and operations please contact us with the relevant information. Requests must come from official and verified channels otherwise they will be ignored. 

We generally don’t reply to any press or media enquiries due to how we have been treated in the past and these will be ignored with no response provided. 

If you are a business and would like to contact us to discuss a business partnership or proposal, please provide proof with any enquiry. 

Phishing and Spam

We are aware that there fake social media accounts and email addresses pretending to us. Please be careful if you receive a text message or email stating that it has come from us.

We only conduct our business through our official email addresses. These ALWAYS end with 

Please note that orders for downloads and fan club memberships are conducted through our address. This is the ONLY email address used for these. Please report others to us. 

If you have received a message that you are worried about, please do not respond to it. Instead please forward the message to us at 

When you Can Expect a Reply

We aim to respond to all messages within 12 hours but are usually replied to sooner. Please be aware we are in the UK, so if you email us after 8pm our time we may not reply to you before our next working day. You can view the current time at our location using the clock below.

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