Orders Information

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 despatch 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 despatched, 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 despatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

Please note: Changing your Default Shipping Address from your Account pages will not update the Shipping Address on orders that have already been placed.

HOW CAN I CANCEL MY ORDER?

If you have an account with us and you were logged in when you placed your order, you can easily request to cancel items on your order from your Account pages. Upon a successful cancellation, it may take 3-5 working days for your Bank to return your money to you.
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 despatched, the cancellation will no longer be possible.

WHEN CAN I EXPECT DELIVERY OF MY ORDER?

Please note that the information below is based on normal delivery conditions and is meant as a guideline only. External factors (e.g. pandemics, adverse weather, strikes and other conditions affecting postal networks) may still delay your order beyond our control.

• UK

  Orders placed with our standard FREE delivery are sent via Royal Mail Tracked 24 service. This service usually takes 1-2 days from despatch and Royal Mail aim to deliver 93% of Royal Mail Tracked 24 items the next working day. Please check with Royal Mail for any potential delays in their system. If your order is over £125 or is heavy or bulky, we will send your order via DX Courier service which will usually arrive the next working day. Orders are only despatched from our warehouse Monday-Friday^*.
  (* Excluding UK public holidays)

If your order has not arrived by the expected delivery date this is usually no reason for concern right away. We would advise first checking the status your delivery using the tracking reference displayed on your despatch confirmation email. We would also recommend checking with your local sorting office to see if delivery has been attempted or asking your neighbours if the package has been left with them.

On the odd occasion small delays can occur in the postal service so we would advise waiting a few more days after the expected delivery date. If this order has still not arrived please see out lost parcel claim policy here.

If your order has not arrived yet, please click here.

MY ORDER HASN'T ARRIVED. WHAT SHOULD I DO?

If your order has not arrived yet, please click here.

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.