We all need a little help from time to time. That's why we've created these pages to get you back on track and provide the information you need.
If you still can't find what you're looking for, you can always contact us and we'll be happy to help.
Top Frequently Asked Questions
- How is COVID-19 affecting services at The Game Collection?
Please click here to see the latest information on how COVID-19 is affecting our service at The Game Collection.
- My order hasn't arrived. What should I do?
If your order has not arrived yet, please click here for our delayed deliveries information.
- I no longer want my order. Can I return it?
If you no longer want your purchase and it remains unopened and unused, you can arrange to return it to us within 14 days of receipt for a refund. In accordance with the Consumer Contracts Regulations games must be in their original packaging and still be sealed. Consoles may be opened for the purpose of inspection (but not used). Please note that hardware must contain every component part (cables, controllers etc.) before it can be accepted as a return.
- I've received an email from a suspicious source. What should I do?
If you have received an order confirmation email with details you do not recognise, this is very likely to be a phishing scam attempt to steal your details. We would never ask you visit an external source such as PayPal or your Bank in our emails to you, so please check the origin of all links carefully.
If you are in any doubt, please contact us immediately.
- Can I place an order over the telephone?
Unfortunately we are unable to take orders over the telephone. All orders must be placed on the website.
- How can I check the status of my order?
To check the status of your order, please click here.
- Can I change the shipping address on my order?
Your shipping address is part of our security checks to see how safe the order is to process. For this reason, under normal circumstances we will not be able to change your shipping address to an alternative street address. The order would need to be cancelled prior to dispatch and placed again with the correct address.
If you have made an error when submitting your shipping address (e.g. missing house number, incorrect postcode etc) and your order has not yet been dispatched, please contact us immediately and we'll do our best to stop it from leaving with our next order collection. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.
- How can I cancel my order?
If you have an account with us and you were logged in when you placed your order and payment for the order has not yet been taken, you will be able to simply cancel your order from your Account pages. Cancellation online will not be possible if payment has already been taken for the order, either in full or partially. In this case or if you placed the order as a guest, please contact us immediately and we'll do our best to cancel your order.
If the order has already been dispatched, cancellation will no longer be possible.
- When will payment be taken for my pre-order?
We understand that not paying for your pre-order too far in advance is important. For this reason, we will attempt to take payment for pre-orders 1-3 days before the official release date once we have the items in stock and ready to ship, so you're not paying anything earlier than necessary.
However, orders placed with Credit/Debit Card that are for items that are released more than 90 days from the date purchased will need to be charged in advance. We will email you a few days before so you can ensure you have sufficient funds available in advance.
Payment for orders placed using PayPal will be captured when we dispatch your items, unless your order was placed more than 28 days before the official release date. In this case, your payment will be captured within 28 days of your order being placed. Please ensure you have sufficient funds available in your PayPal account at this time.
- Can I change the payment method on an existing order?
Unfortunately we have no way of changing a payment method on an existing order. The order would need to be cancelled and a new order placed with the change of payment method.
- How do I earn Reward Points?
After you have created an account on our website, each time you shop on our website, you will earn Reward Points on your purchases. You will earn 10 Reward Points for every full £1 spent, on a per product basis. Please note: guests will not earn ANY Reward Points so remember to login or create an account before you place your order.
- There appears to be a fault with my game. What should I do?
We wish everything was perfect but sometimes a game can have minor issues that are fixed by developers in the form of patches that are made available to download. Please ensure that your PC/Console is connected to the Internet and that all patches have been installed for your specific game. Developer's websites may also be a good source of known issues and how to work around them or information regarding new patches and when they will be made available.
If you're still having issues then please contact us and one of our team will look into it further for you. We want you to enjoy your game without pesky bugs!