Toggle Nav
Search
Menu
Trustpilot
Free UK Delivery
Earn points with every order

Digital Orders Information

  • Digital Orders Information
  • Home

HOW DO I PLACE AN ORDER FOR A DIGITAL ITEM?

The majority of items for sale on our website are physical boxed products. If you see the words "digital code" in the title and "NOTE: Digital code will be delivered electronically within minutes pending valid payment/security checks" just the below the "add to basket" button, then it's a digital item. You MUST have an account with us AND be logged in order to purchase the item. Apart from that it's the same checkout process as anything else on our website.

HOW DO I RECEIVE MY CODE?

After a digital item is purchased:

  1. Your order will be passed through our fraud checks which typically take 5 minutes.
  2. If your order fails the automated checks a manual review of your order maybe required (this will only occur during normal working hours of 9am-3pm Monday-Friday).
  3. Once fraud checks are passed your code will be displayed in the My Digital Orders section of your The Game Collection account.

WHY DOES MY ORDER SAY 'CODE - AWAITING DELIVERY?'

Your order is passing through our fraud checks which typically take 5 minutes.

Once these checks are complete your order will update to display in the My Digital Orders section of your The Game Collection account.

If you still can't see your code after 15 minutes please contact us and we'll be happy to assist.

CAN I GET A REFUND?

By buying digital content from us, you automatically waive your 14-day cooling off period and you acknowledge that once the code has been delivered to you, you lose your right to cancel.

WHY DOESN'T MY CODE WORK?

Please ensure that the redemption instructions have been followed and double check that the code has been entered correctly. If you're still struggling please contact us and we'll be happy to assist.

WHY AM I SEEING "MY ACCOUNT HAS BEEN BLOCKED. PLEASE CONTACT OUR SUPPORT TEAM FOR ASSISTANCE"?

We have automated checks for suspicious buying patterns. Apologies but at times this could be a little over sensitive and prevent you buying further digital items. If this happens please contact us and we'll be happy to assist.

WHY WAS MY ORDER CANCELLED? I DIDN'T REQUEST IT!

If your order was cancelled and you didn't request it, we’ve probably had trouble processing your chosen payment method for the order. Since we can't amend payment details directly after an order has been placed, unfortunately, you'll need to place a new order with us as we have now cancelled the existing order on your behalf. Apologies for the inconvenience caused.

Don't panic though – it doesn't necessarily mean you have insufficient funds to pay for the order. Below are some common reasons to help identify the issues and they can usually be quickly fixed.

CREDIT/DEBIT CARD

If you are using your credit/debit card via our standard checkout method, please check that following details:

  • You have entered the credit/debit card number correctly
  • The name entered matches name of the cardholder
  • The billing address entered matches the address registered to the card
  • If placing a high value order e.g. for a console please include a contact telephone number (preferably a landline)

Our payment processor (Braintree) performs various checks to protect from fraudulent transactions. Although these checks can seem inconvenient when a legitimate order has been rejected, they are there to protect us - and more importantly our customers - from online fraud.

SUGGESTIONS FOR RESOLUTION
  1. While we allow for the shipping address to be different from the billing address when placing an order, this can heavily weigh toward a suspected fraudulent transaction. We recommend that your billing address and shipping address are the same when placing an order.
  2. Use an alternative payment method. We provide an alternative way to pay using the well known and trusted payment processor: PayPal. For more information regarding payment methods, click here.
  3. If you are still unsure why your order was cancelled, please contact our Customer Services team who will be happy to help.

PAYPAL

If you are using PayPal, we will use the information we receive from PayPal when processing your order to protect from potentially fraudulent transactions. Although these checks can seem inconvenient when a legitimate order has been rejected, they are there to protect us - and more importantly our customers - from online fraud.

Having an unverified account and/or unconfirmed address with PayPal can sometimes indicate a suspected fraudulent transaction. We recommend verifying your account AND confirming your address with PayPal, for the most convenient and secure experience when using this payment method.

Please check the following details:

  • Your PayPal account is verified. For more information, click here.
  • Your address is confirmed through your PayPal account. For more information, click here.
SUGGESTIONS FOR RESOLUTION
  1. Please update your PayPal account to become verified, and/or confirm your shipping address through PayPal before placing an order. For information on updating your PayPal account, please visit the PayPal website.
  2. Use an alternative payment method. You can quickly and securely checkout using your credit/debit card. For more information regarding payment methods, click here.
  3. If you are still unsure why your order was cancelled, please contact our Customer Services team who will be happy to help.