Help & FAQs

Change, it's like Marmite isn't it?

We're not saying our old website was held together with digital duct tape and prayers but think of it as that beloved but creaky old car that finally needed to go to the great server farm in the sky.

So as well as an upgraded engine under the bonnet of our new model, we've also added some alloys and spoilers. Yes, we know this analogy is starting to go too far now but we're committed to it! Anyway, there's

• a site that loads before you've made a cuppa
• shiny new features (we love the platform switcher on product pages)
• filtering options that (hopefully) don't make you want to throw your phone across the room
  

And don't panic, there was no corporate takeover, no selling our souls - just the same TGC bunch, but now running on significantly more caffeine and considerably less sleep.

So if you spot any wonky bits, please remember we're a little delicate right now and handle us with care!

(Translation: we're still recovering from launch week, send help... and maybe coffee and biscuits).

Your registered email address remains the same. To login to your account enter your email address and a 6-digit code will be emailed to you to login.

If you’ve already used Shop at other retailers (how dare you shop elsewhere!) you can simply login using your existing Shop account/app.

Once you’re in please ensure we still have the correct default shipping address for you just in case you’ve moved house recently or you had multiple addresses saved in the old website and we’ve picked the wrong default for you.

Of course! We’ve retained your Reward Point balance and that is available to spend on whatever gaming goodness you desire.

Any issues or questions please get in touch

No, sorry we had to round things up - 400 Points being equal to £1 of discount to use.

We've had to put a £50 minimum on Klarna payments. Klarna costs us 5x more than other payment methods (we know, we were shocked too!).

We still absolutely want you to be able to spread the cost on those bigger splurges, but for smaller orders our accountants started twitching uncontrollably and threatened to hide our calculators. We tried reasoning with them, but apparently "because it's nice" isn't a valid business expense category. Who knew?

Yes! If you have a live pre-order with us your order will have been copied over to your new account and will be despatched as usual near the time of release.

Any issues please get in touch - we'll be happy to help.

Sadly, our tech boffins could not copy across any of your previous standard order history so if you want to be nostalgic over past good times we shared together, you’ll either have to trawl through your emails or just get in contact, and we can check our records and reminisce.

If you need to return an item from a recent order, please just contact us in the usual way (live chat, email or phone) – if you’re unable to locate your order number we should be able to work through it together co-op style – we’ve got this!

All the games we sell are fully compatible with UK consoles, unless otherwise stated in the product listing.

All the games we sell are fully in English language, unless otherwise stated in the product listing. Some games offer the option to change the language in the settings either in-game or from the system settings, but we cannot guarantee which (if any) will be available for every game.

Think of age ratings as your gaming wingman - they're there to give you the inside scoop on what's actually in each game! These nifty little labels help you figure out whether a game is perfect for your 7-year-old or better saved for when they're older (and won't have nightmares about zombie unicorns).

With age rating systems popping up all over the globe like gaming confetti, we totally get that it can feel like you need a PhD in "What Does This Symbol Mean?" That's why we've whipped up this super handy guide to help you navigate the wonderful world of age-appropriate gaming! No more guessing games - just good, clean fun for everyone.

PEGI
The only age rating that is officially recognised in the UK and Europe (for all current and future releases) is PEGI shown by the symbols below. Bold and easy to understand, the number on the symbol specifies the age that the content is suitable for.

PEGI 3: Age 3+ - Perfect for tiny gamers! These games are as gentle as a marshmallow and packed with colourful fun. Think cute characters, simple puzzles, and zero scary stuff - just pure joy for little hands and big imaginations! 🌈

PEGI 7: Age 7+ - Level up time! These games might have a sprinkle of mild cartoon mischief or gentle competition, but nothing that'll keep anyone up at night. Great for kids who are ready for slightly more adventure without the drama! 🎈

PEGI 12: Age 12+ - Getting more exciting! These games can handle a bit more action and maybe some mild language (think "oh no!" rather than anything spicier). Perfect for tweens who want more challenge and story depth! 🚀

PEGI 16: Age 16+ - Teen territory! Expect more intense action, realistic themes, and content that's designed for more mature minds. These games know their audience is growing up and ready for deeper, more complex experiences! 🎯

PEGI 18: Age 18+ - Adults only! These games pull no punches with mature themes, intense violence, or content that's definitely not for younger eyes. Reserved for fully grown-up gamers who can handle the heavy stuff! 🔥

BBFC
Before PEGI became the recognised standard in the UK, BBFC would rate the content of games. Although rarely seen these days, you can still get some older games with the ratings below. BBFC is still the rating for movies in the UK, and occasionally we do sell DVD and Blu-rays that will also be classified with one of the following ratings.

BBFC U: Universal fun for everyone! These movies are like a warm hug - suitable for the whole family from tiny tots to grandparents. Think Disney magic, gentle adventures, and stories that make everyone smile without a single worrying moment! 🌟

BBFC PG: Parental Guidance suggested! These films might have the occasional mild peril or gentle humour that could make little ones ask "what's happening?" Perfect for family movie nights where grown-ups can explain any tricky bits! 🍿

BBFC 12A: Cinema adventure time! The "A" means accompanied - so 12-year-olds can watch with an adult, but younger kids need a grown-up guardian. Expect more action, mild language, and themes that are getting a bit more sophisticated! 🎬

BBFC 12: Home viewing at 12+! Same content level as 12A, but this one's for DVDs, streaming, and home entertainment. No adult chaperone needed if you're 12 or older - you're trusted to handle the adventure solo! 📺

BBFC 15: Teenage territory! These movies know their audience is growing up and ready for more intense drama, stronger language, and themes that reflect real-world complexity. Perfect for older teens who want their entertainment with more depth! 🎭

BBFC 18: Adults only zone! No holds barred - these films tackle mature themes, intense content, and everything that's reserved for fully grown-up audiences. Definitely not for sharing with younger siblings! 🔞

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!

• 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.

Sometimes packages take a little longer than expected, and very very occasionally they get lost in the postal system. Here's how to track down what's happening with your order!

1. CHECK THE STATUS OF YOUR ORDER

Orders for items that are in stock are usually dispatched within 24 hours. You can check your order status by clicking here to see when or if your item has been sent out.

Your item may not have been dispatched yet for these reasons:

• It's a Pre-Order - If you've ordered something before its release date, we'll send it as soon as it becomes available.
• Item on order - Some items are marked as 'usually dispatched within 2-3 days' or 'usually dispatched within 5-7 days'. These are estimated delivery times from our supplier to us. Once we receive the items, we'll update your order status and get them sent out.
• Payment issues - If there's a problem processing your payment, we'll email you about it. You can check and update your payment details in your account (click here). If your payment is declined, you'll get an email with ways to fix the issue, or you can try one of our alternative payment methods.
• Item temporarily out of stock - If an item goes out of stock, we'll restock it and send yours out as a priority when new stock arrives.

2. WAITING FOR YOUR ORDER TO ARRIVE

Your order is now with Royal Mail, who aim to deliver 93% of Royal Mail Tracked 24 items the next working day. If it hasn't arrived yet:

• Check the tracking - Use the link in your dispatch confirmation email.
• Less than 4 working days since it should have arrived? - Hang in there! It's probably on its way but may have been delayed by an incomplete address, missing postcode, or other circumstances.
• 4 to 9 days since it should have been delivered? - Royal Mail officially classes this as delayed. They recommend:
  - Checking with neighbours to see if a parcel was left with them
  - Looking in any "safe places" where mail might be left if it can't fit through your letterbox
  - Contacting your local sorting office to see if the item has been returned as undelivered
  
• 10 days have passed since posting? - Royal Mail now classes your item as lost, and we'll either send you a replacement or give you a refund.

3. CONTACT US

Once you've checked the previous steps and your order is officially lost, please contact us with your order number and confirm that you haven't received the item. We'll either send a replacement or process your refund, and we'll follow up with Royal Mail using your message as evidence.

To check the status of your order (aka see where your gaming goodies are hiding), click here.

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.

All standard items are delivered by the Royal Mail Tracked 24 service.

Larger items such as consoles will be sent via Courier Delivery (Parcelforce), and will require someone to sign for the goods.

All standard items are delivered by the Royal Mail Tracked 24 service. All orders are delivered within the UK for FREE.

Larger items such as consoles will be sent via Courier Delivery and will require someone to sign for the goods. There is a surcharge when sending these larger items via courier to the following postcode destinations:

HS, KW, ZE, AB31, AB33-AB38, AB45, AB52-AB56, FK17-FK21, IV1-IV3, IV10-IV36, IV40-IV49, IV51-IV56, IV99, KA27, KA28, PA20-PA49, PA60-PA78, PA80, PH17-PH26, PH30-PH44, PH49, PH50 = £7.75

BT, IM, TR21-TR25 = £13.25

This surcharge amount will be payable at checkout when applicable.

For all standard items, we offer Courier Delivery from £4.95 which will arrive on the next working day after despatch (excluding Bank Holidays). Orders placed after 1pm using this delivery method will despatch on the next working day.

Courier Delivery is only available for standard items that are listed as 'IN-STOCK'. Larger items such as consoles will be sent via Courier Delivery automatically as part of the FREE Standard Delivery service (conditions apply, see "Are there any shipping charges?" for details).

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 - 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.

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

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.

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.

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!

Good news! Your pre-order goodies are scheduled to leave our warehouse just in time to land on your doorstep for the official release date. We've got the timing down to a science but expect a despatch email the day before release date!

If you select Debit/Credit Card or PayPal as your payment method, we will take payment in full immediately during checkout.

Absolutely! We've got your back with our nifty price promise. Lock in your pre-order now and if our price drops between when you order and release day, you'll automatically get the better deal!

Here's how the magic works: you'll initially be charged whatever the price was when you ordered, but if it goes down, we'll pop the difference right back into your account within 7 days. And here's the best part - if the price goes up, we won't charge you a penny more! It's a win-win situation! 🎯

Just a heads up: if you used a promotion code for your pre-order, our system won't automatically catch the price drop, so give us a shout if you think you're missing a refund after 7 days of release.

Our Pre-order Price Promise doesn't apply in the case of accidental mispricing in accordance with our Terms and Conditions.

Some Pre-order titles come with extra downloadable content (DLC). We always update the product description and title to reflect this where applicable. If we do not mention any extra downloadable content in the product description then the stock that we are pre-selling does not come with the extra downloadable content.

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 - 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.

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.

Please be sure to fully read our Returns Policy before returning your order, and please contact us so that we can give you all the correct information and add the item to our returns tracker.

We're sorry to hear your order didn't arrive with you in perfect condition. Please contact us as soon as possible explaining the damage one of our customer service team will be in touch. We may ask for a photograph of the damage to speed up the refund/replacement process for you.

Please note, you must inform us within 30 days of the date you received the damaged item and we will issue a full refund or a replacement, where available, at no additional cost. If you fail to take reasonable care of the goods before they are returned to us, and this results in further damage or deterioration, we will charge you for the reduction in value.

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!

We're sorry to hear there's been a mistake with your order. Please contact us as soon as possible with your order number and details of what you have received and one of our customer service team will be in touch. Rest assured, we will get the correct item(s) to you as quickly as possible.

Please note, you must inform us within 30 days of the date you received the incorrect item. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

On receipt of your authorised return, we will process your refund within 2-3 working days. Please note, this does not include your bank's processing time. Please check with your bank if the refund has not appeared within 10 days. On the date the refund is completed, we'll send you an e-mail message confirming the date and amount. Refunds can only be made to the original payment method used for the purchase.

Click here for our full Returns Policy.

Unfortunately, Digital Code products cannot be returned and are non-refundable once the order is complete and the code has been emailed to you. 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 for a refund.

If you select Debit/Credit Card or PayPal as your payment method, we will take payment in full immediately during checkout.

Ah, if only we had a magic wand for this one! Unfortunately, once an order is locked and loaded, we can't swap out the payment method. You'll need to cancel your current order and place a fresh one with your new payment details. It's a bit of a dance, but that's the only way to make the switch!

We have a separate FAQ for Klarna where you can find out a whole host of information.

We want your online shopping to be worry-free, so all of the checkout process is encrypted using the latest standards. We use trusted payment gateways to process your credit card or PayPal payment. We do not store your credit card information on our servers.

Say hello to Reward Points – our fun and friendly loyalty programme! Every time you shop on our site, you’ll earn Reward Points like little thank-yous. Rack them up and use them to treat yourself by paying for future purchases – in full or just to sweeten the deal. The best part? They work on anything on our main TGC site, so go ahead and shop your heart out!

Level up every time you shop! For every £1 you spend, you’ll earn 10 Reward Points – like collecting gold coins for your next big loot. The more you buy, the more points you rack up. Power up your cart and start earning now!

400 Reward Points are worth £1 to spend on products across the website.

You’ll spot your balance right at checkout or inside your account – easy! From there, you’ve got two ways to spend: swap your Reward Points for voucher codes (just remember to use them within 28 days), or skip the hassle and spend your points straight at checkout.

Points are spent in bundles of 400 – each one knocks £1 off your total. Use them to cover part of your purchase or go all in! Just a heads up: Reward Points can’t be used to pay for shipping – but everything else is fair game!

Your Reward Point balance expires 365 days after the last point you earned on the The Game Collection website. You can check the expiry date of your Reward Points balance in your Account pages.

Excellent question! Due to technical differences we are only able to offer the additional points once per order. However, you can still take advantage of our amazing promotion by placing multiple orders - your extra £10 will be applied per order!

Returning an item? Time to reverse the power-up! Reward Points will be deducted from your account when the product is returned to The Game Collection. If the payment was made using your Reward Points, then your Reward Points will be refunded.

If your order is cancelled, Reward Points cannot be earned on that order. You will also be refunded any Reward Points that you spent on the purchase. No points lost, just a quick reset!

You will earn Reward Points on pre-order purchases. Reward Points are 'approved' and credited to your account when the order is despatched but you will see the 'awaiting' points in your account so you can see what you will earn.

You can view your Reward Points balance on the Redeeming Points section within your Account pages as well as viewing your balance at checkout.

Reward Points earned are all shown on your Reward Points Summary page within your Account pages. Reward Points are 'approved' and credited to your account when the order is despatched.

Orders that have not yet been despatched (e.g. Pre-orders) will display the amount of 'awaiting' points for your order. These will be 'approved' once the item(s) are despatched.

Please note that our Reward Points are only for personal and consumer use. It is not open for participation by any business or for any business transaction purpose and The Game Collection hereby reserves the right to not issue (or cancel) reward points where it has a reasonable belief that a transaction is for a business purpose. If have any queries about your Rewards Point balance, please contact us.

Reward Points can be spent on all products within The Game Collection website. Please note, that Reward Points cannot be used on our collectables website.

No need to signup, our Reward Points are available to customer with or without an account. Just be sure to use the same email address on checkout.

Of course, it's easier to keep track of orders and balances if you create an account with us so we'd highly recommend that option.

Yes of course. Reward Points discount can be used together with other discount methods, such as promotion codes.

Yes of course, for legal reasons we have to have that kind of thing. They can be read in full here.