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FREQUENTLY ASKED QUESTIONS


If you have a question not addressed here, please contact Customer Service.

Registration Queries. Click on the links below:

Getting Started. Click on the links below:

Subscription Queries. Click on the links below:

Technical Problems. Click on the links below:

Account Queries. Click on the links below:

Damaged Discs.Click on the links below:

Mail Queries. Click on the links below:

General Movie Questions. Click on the links below:

Miscellaneous. Click on the links below:


Why should I choose kino.com.au over other online rental companies?

'Kino' means 'cinema' in many countries around the world and world cinema is what Kino is all about. Together with independent art-house, foreign language world cinema and many other alternative genres, the Kino library also contains an amazing and comprehensive collection of silver screen classics, many rare and in some cases almost impossible to find. The Kino collection contains thousands of hand-picked titles collected over a period of 16 years when we operated as an independent specialist DVD and video rental library. In addition to our extensive specialised DVD collection, Kino also has many important titles not available on DVD and which are available to you from our VHS Archive collection. So don't throw away your VCR just yet!

If you are a serious movie enthusiast or just a casual moviegoer, we are sure that when you explore the Kino collection you will not be disappointed and will immediately notice the Kino difference.

We offer a comprehensive range of subscription plan options. Our website is user-friendly and continually updated. We offer a very responsive customer service by email.


How can I become a member?

To become a member click on the 'Join Now' button on the Foyer page or any of the 'Join Now' links at the top of Kino website pages.

If I was a member of the Kino DVD and Video store, am I still a member?

No, you will need to register as an online subscriber.

Can I rent a movie without becoming a subscriber?

No. Only subscribers of kino.com.au can use the service.

Which credit/debit cards does Kino accept?

Kino accepts Visa and Mastercard credit and debit cards.



The Kino service is only available within Australia to Australian residents. All currency payments are in Australian dollars.


Can I pay by cheque?

This option is not available since the software system only supports credit and debit card payments.

How safe are my credit/debit card details?

We use SSL (Secure Sockets Layer) technology to encrypt the personal information you enter whilst registering. This ensures that none of your personal information can be read by any third party. As a result, you can be assured that sending your credit/debit card details over SSL is safer than paying for your shopping at a retail outlet or dining at a hotel or restaurant!

If it's a free trial, why do I have to enter a debit/credit card number?

We require a valid card for every subscriber regardless of their current billing status. This is to verify your identity and to ensure any potential subscriber is over 18 years of age. Your credit/debit card is validated by charging your card a test amount of $1.00 at the commencement of your trial. These funds are not held by Kino and the charge is refunded immediately validation is completed.

How long is the free trial?

The standard free trial lasts for 14 days. See Terms and Conditions for details. Once you have registered, you will be able to see details of your specific trial conditions displayed in "My Account". The free trial will end once you have rented the maximum allowed DVDs for the trial period or at the end of the period of your trial, whichever is reached first. You may stop your free trial and become a full member at any time. Just choose "My Account" then "Upgrade to full membership now". You will be charged for one month's subscription and will be sent any additional DVDs. Only DVDs will be sent during the free trial; VHS archive titles will not be available.

Why do I have to give you my email address?

Your email address is important to us as it is how we will correspond with you regarding your subscription. Rest assured that we will not sell, rent or otherwise disclose your email address to third parties. Refer to the Kino Privacy Policy for details.


How do I rent a movie?

Once you have registered your details, you can add a movie to your Hitlist by searching for a title or choosing from our collections, then clicking on "Add to Hitlist". You can have up to 100 movies in your Hitlist. We recommend you put at least 15-20 movies in your Hitlist to begin with and top up regularly, to ensure that there are no delays in sending movies to you.

Once your credit/debit card details have been confirmed and you have about 15 films in your Hitlist, you will automatically be sent the first most available movie or movies from your Hitlist, the number initially sent determined by your plan. You are able to arrange your choices in priority order on your Hitlist. When you return a movie our program selects the most available movie with the highest priority rating from your Hitlist.



What subscription plans do you offer?

We offer a wide range of plans starting from only $9.95 a month. View Plans and Prices.

What are the terms and conditions of my subscription?

You can check in Terms and Conditions or by using the link at the bottom of Kino website pages. Specific details about plans are in Plans and Prices, also a link at the bottom of Kino website pages.

What is the maximum number of rentals for a subscription period?

The maximum number of rentals for a subscription period will be shown in the "My Account" section for your package or click here to view Plans and Prices.

On what day of the month will I be billed?

On the same day of the month that you became a subscriber, or within several days' range for members who join on the 29, 30 or 31st of a month. You can check your payment date in "My Account". Annual memberships are paid once per year in advance. In the Ultra Light Express plan you are charged when the third movie is sent to you after your monthly limit of 2 is reached, or at the start of the next monthly payment period, whichever comes first.

My subscription was suspended due to a problem with my credit/debit card. How can I  restart my subscription?

In the event of your subscription being suspended due to a billing problem, the billing system will automatically alert you. You must then logon to update your card details and re-activate your account.


I'm having trouble logging in.

If you have forgotten your password, use the "Lost Password" link when you log on/sign in and we will email you at the e-mail address that you subscribed with.

I know my password, but I'm still having trouble logging in.

You may have a problem with cookies on your computer. You may experience problems if you are using a browser (e.g. Internet Explorer) which restricts the use of cookies (text files) by our web site. If you are using IE6 you will have to allow a 'low level' or 'unrestricted' use of cookies in the Privacy option. In your browser, click on "Tools", "Internet Options" and then "Privacy". Move the slider to "Low" or "Accept All Cookies". Once our 'cookie' has been placed on your computer, you will be able to revert to your original 'privacy' settings. For further information on cookies click here: Problems with cookies.


I've forgotten my password.

If you have forgotten your password, use the "Lost Password" link when you log on/sign in and we will email you at the e-mail address that you subscribed with.  

Is my internet browser compatible with kino.com.au?

Our website is compatible with most internet browsers. Browsers that we know are not fully compatible are:

Safari Browser for Macintosh systems
Set-top Browsers

If you are experiencing problems with these browsers, please try another. Here are the links to websites of common internet browsers:


Internet Explorer

Netscape Navigator

If you are still experiencing problems, please contact Customer Service.

When I try to change my account details I get an error message saying "The page could not be displayed" or "Cannot find server".

If you are unable to refresh the page, it may be a problem on your computer. Rebooting your computer should fix the problem.

Problems with Cookies.

You may experience problems if you are using a browser (e.g. Internet Explorer) which restricts the use of cookies (text files) by our web site. If you are using IE6 you will have to allow a 'low level' or 'unrestricted' use of cookies in the Privacy option. In your browser, click on "Tools", "Internet Options" and then "Privacy". Move the slider to "Low" or "Accept All Cookies". Once our 'cookie' has been placed on your computer, you will be able to revert to your original 'privacy' settings. For further information about cookies click on: Problems with cookies.



How do I change my e-mail address or credit/debit card details?

You can edit all your personal details in the "My Account" section.

What is my next payment date?

To check on your next payment date, click on "My Account".

Can I freeze my account when I want a short break?

If you are going on holidays or for whatever reason you would like a short break from renting, you can freeze your account for no more than 180 days in total. No movies will be sent to you and you will not be charged during that period, but please note that all movies must be returned before the freeze takes effect. To freeze your account, click on "My Account" then choose "Freeze my account".

How do I change my subscription plan?

Log in, click on "My Account" then choose "Change Plan". You can then choose the plan you would like. You will be charged the new subscription amount and begin the new conditions of the plan at the start of the next billing period. If you reduce the plan you will need to return the movies above your new quota before movie swaps are dispatched. You can change your plan at any time. View Plans and Prices starting at just $9.95 a month.

How do I cancel my subscription?

Log in, click on "My Account" then choose "Cancel my account" and follow the instructions. It is essential to cancel your membership no later than the day before your next payment date and before returning your last movie so that we do not send another. You must return all remaining discs immediately after cancelling to ensure that you are not charged for another month's subscription. If you have given notice to cancel, no undispatched rental order movies will be sent.  

Why does it say my credit/debit card details are invalid when I know they are valid?

You may have a problem with cookies on your computer. You may experience problems if you are using a browser (e.g. Internet Explorer) which restricts the use of cookies (text files) by our web site. If you are using IE6 you will have to allow a 'low level' or 'unrestricted' use of cookies in the Privacy option. In your browser, click on "Tools", "Internet Options" and then "Privacy". Move the slider to "Low" or "Accept All Cookies". Once our 'cookie' has been placed on your computer, you will be able to revert to your original 'privacy' settings. For further information on cookies click here: Problems with cookies.


I received a scratched or damaged disc. What do I do?

Login and click on Report a Problem (accessible to subscribers only) or go to "My Account". You can then select from the list of problems and follow the instructions to report the problem to us.

The movie I rented is unplayable.

Please try cleaning the disc with a soft non-abrasive cloth, wiping from the center to the outer edge in a straight line. Do not wipe the disc in a circular motion as this will damage the playing surface. If you are still having problems login and use the Report a Problem link (accessible to subscribers only) or go to "My Account" and report the movie as unplayable. All damaged or unplayable discs should be mailed back to us at your earliest convenience. Your account will show you have this disc until we receive it back.

I have damaged a disc. What do I do?

We regret we may need to charge you for the disc. Please login and go to Report a Problem (accessible to subscribers only)


What happens if a movie is lost in the post?

We are aware that a movie may occasionally be lost during the shipping process through no fault of the customer. Therefore, we will not charge you and you will be sent a replacement movie. However, if it becomes obvious that the postal service in your area is excessively unreliable, we may have to charge replacement costs and/or cancel your subscription. If you think a disc has been delayed or lost in the mail for more than 7 business days, please login and go to Report a Problem (accessible to subscribers only).

I've had several movies lost in the mail recently. What should I do?

We recommend contacting your local post office and telling them the problems you've experienced. You should also contact Customer Service and provide us as with many details as you have available. You should also consider returning movies to us by Registered Mail if the problem persists.

Why does the customer need to contact the post office?

Australia Post requires that you file certain problems directly with them and Kino cannot do this on your behalf. They will usually give you a reference number that will be used to track the problem.

I'm experiencing unusual mail delays. What should I do?

Contact the post office. Unfortunately Australia Post does not allow us to perform this task on your behalf.

I've lost the prepaid return envelope and/or the protective sleeve. How do I return the movie?

If you have lost the prepaid envelope, please return the movie in its protective plastic sleeve and the cardboard backing board to the following address:
kino.com.au
PO Box 299
Londsdale DC
SA 5160

If you have lost the protective plastic sleeve or backing board, please go to
Report a Problem. On no account should a disc be returned without the plastic sleeve or without you identifying yourself as we will not be able to identify who has returned it, and you will experience delays. The backing board must be used with all single DVD returns to minimise the risk of damage in the post.

I returned a movie but according to my Hitlist, Kino hasn't received it.

Mail through Australia Post can experience delays. However, it is possible that the movie has been lost in the post. Please allow 7 business days after mailing the movie. If the movie has not been received by us after this time, login and go to Report a Problem (accessible to subscribers only).

I've lost a movie. What do I do?

We regret we may need to charge you for the movie. Please login and go to Report a Problem (accessible to subscribers only).

I reported a movie as lost but have now found it. What do I do?

If you've found a movie that you previously reported lost, please notify us by email and/or enclose a note with the disc when it is returned to us so we can update your account. The title will be removed from the Lost Discs section in our records.

According to my Hitlist, a movie has been dispatched to me but I have not received it.

Mail through Australia Post can experience delays. However, it is possible that the movie has been lost in the post. Please allow 7 business days from the date sent then login and go to Report a Problem  (accessible to subscribers only) to let us know that there has been a delay. When the disc arrives, please notify us by email.

I sent back a personal disc accidentally. How do I get it back?

Please email Customer Service and we will do our best to locate it for you. Similarly, if you returned one of Kino's discs without the barcoded plastic sleeve and you realise after posting, please email us immediately so we can tie your account to the returned unlabelled disc, thus avoiding delays.

Do you ship to my country?

Our service is only available in Australia to residents with a valid Australian mailing address.

How long does it take for a movie to be sent to me?

We dispatch movies the same day by return mail Monday to Friday (Australia Post and public holidays excepted).

Can I let you know I have posted a movie back so you can send a replacement immediately?

Yes, use the 'Quick Return' link on the Hitlist page and we will post a replacement on the first dispatch date possible after notification, without waiting until we receive the disc back in our distribution centre. This service is not available to triallists.

What do I do if I receive the wrong movie?

Please login and go to Report a Problem  (accessible to subscribers only) and return the disc with a note.


I would like a certain movie but you don't appear to have it.

We will consider ordering any movie requested, if it is currently available and is consistent with our catalogue specialities. Please use our Request a Movie service. This service is available to members only (left hand menu option under 'Service').

I am having difficulty viewing an NTSC format DVD.

The majority of our DVD catalogue is in PAL format. However, some of our DVDs are in NTSC format. To play these discs you need a multi-format DVD player. Most DVD players can play multi-formats, but some older models may not. If the audio is normal but you can only obtain black and white images for a colour program, 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 color 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.
Should you not be able to resolve this problem, return the disc with an explanatory note and login and go to the
Report a Problem  link (accessible to subscribers only) in "My Account" to notify us.

Can I purchase your previously viewed movies?

We do not offer the ability for our subscribers to directly purchase these discs at this time.

Why don't I get my first rated movie?

Like any DVD and video rental store, we can only send movies which are available on the day of dispatch. The software program is designed to select the highest priority rated, most available movie from your Hitlist.

Why are movies not sent in the exact order I have chosen?

We cannot guarantee the exact order of sending as this depends on the availability of discs for a particular movie. When you return a movie our program selects the most available movie with the highest priority rating from your Hitlist.

What can I do to ensure I receive a series of movies in the correct order?

If you want to watch a series of movies in a precise order we recommend that you add them one at a time to your Hitlist. When you have been sent one, add the next in the series. This way you are guaranteed to receive the series in the correct order.

Many DVDs have Dolby Digital and DTS soundtracks. Will they work with my TV/DVD player?

Many DVDs offer a choice of sound formats including Dolby Digital and DTS (Digital Theatre 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.


I have reviewed a movie but it is not showing on the website.

Once you have reviewed a movie we check that it is a reasonable length of review and suitable for displaying on the website. This may take a few days. Once we have confirmed its suitability, it will be displayed. If you make a change to the review, it will go through this checking process again. Only subscribers are able to submit reviews.

Why are some titles currently unavailable?

Kino may have stocked copies of the title in the past but if these have been lost in the post or taken out of circulation due to damage, there may no longer be any copies of the title in stock. These titles will be re-stocked as soon as supplies become available.

Where do 'Recommendations' come from?

Once logged in, by using the link at the top of Kino pages, you can get a list of recommendations from us tailored to your tastes. Personalised recommendations are based on your activity on the Kino site.

Information is stored in our database whenever you:
  • Rent a film
  • Rate a film in a review
  • Search by genre, actor or director
  • View film information on our website
A different weighting is given to each of the above - with renting a film given the highest rating, to viewing film information on the website given the lowest weighting.

Each time you choose
Personalised Recommendations the system analyses the statistics gathered and creates a list of films you may like to view. Refreshing may update the list.

The status of a movie in my Hitlist is "Coming Soon". What does this mean?

It means the movie has not yet been released. As soon as it is released, it will switch to the "Add to Hitlist" status.

 
 

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