Can I place an order over the telephone?
We're always up for a good gaming chat, but when it comes to orders, we're a website-only kind of crew! All orders must be placed online - think of it as our preferred gaming platform!
How can I check the status of my order?
To check the status of your order (aka see where your gaming goodies are hiding), click here.
Can I change the shipping address on my order?
Your shipping address is a key part of our security checks to make sure everything's safe and sound. For this reason, we usually can't swap your shipping address to a different street address once it's locked in. The order would need to be cancelled before dispatch and placed again with the correct address.
If you've made a mistake with your shipping address (missing house number, incorrect postcode, etc.) and your order hasn't left our warehouse yet, contact us immediately! We'll do our best to catch it before it heads out with our next order collection. If it's already on its way, we'll have to wait for it to bounce back from the wrong address before we can send out a replacement or refund.
How can I cancel my order?
If you have an account with us and you were logged in when you placed your order, you might be able to cancel your items from your Account pages - but you'll need to be quick as it moves rapidly into our packing department! Once your order hits our warehouse, it's like trying to catch a Pokémon that's already fled. Upon a successful cancellation, it may take 3-5 working days for your bank to return your money (they're not quite as speedy as us!). If you placed the order as a guest, contact us immediately and we'll do our best to catch your order before it heads out!
If your order has already started processing in our warehouse, the cancellation window has unfortunately closed.
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 (like apocalyptic weather, postal strikes, or the occasional global pandemic) may still delay your order beyond our control - even we can't control the weather gods!
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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'll send it via courier service which will usually arrive the next working day - because nobody wants to lug a massive box around! Orders are only despatched from our warehouse Monday-Friday*.
(* Excluding UK public holidays)
If your order hasn't arrived by the expected delivery date, don't panic just yet! We'd recommend first checking the status of your delivery using the tracking reference in your dispatch confirmation email. It's also worth checking with your local sorting office to see if delivery was attempted, or asking your neighbours if they've become temporary guardians of your gaming goodies.
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.
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 a a cancellation!
Oops! Looks like your order hit a little snag with payment processing, so we had to cancel it on your behalf. Since we can't update payment details once an order is already in motion, you'll need to pop back and place a fresh order with us. We know it's a bit of a hassle, but we promise it'll be worth it! Thanks for bearing with us!
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 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
- 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.
- 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.
- 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
- 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.
- Use an alternative payment method. You can quickly and securely checkout using your credit/debit card. For more information regarding payment methods, click here.
- If you are still unsure why your order was cancelled, please contact our Customer Services team who will be happy to help.
