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Frequently asked questions (FAQ)


When will my order be sent to me?

If you place an order for a product we have in stock then as long as your order has completed and we can process payment before 3pm it will be dispatched the same working day (Monday - Friday) Orders placed after 3pm on a Friday will be dispatched the following Monday morning (Excluding Bank Holidays).

When Will I get my game or console?

ROYAL MAIL 1ST CLASS/Recorded - If we have sent your order using Royal Mail 1st Class Post. (including signed for service) once it has been dispatched and collected by Royal Mail they will usually arrive within 1-3 WORKING days but this is not a guarantee as occasionally items can take longer to deliver. Royal Mail do ask us to wait 10 working days before THEY class a delivery as "Missing" and we have to mirror this policy.

Courier/EXPRESS Delivery - All Mainland UK orders placed before 3pm (Monday - Friday) will be delivered next WORKING day via our courier (DPD). Saturday and Sunday DO NOT COUNT AS WORKING DAYS FOR COURIER ITEMS. You will receive additional delivery information directly from DPD shortly after your order has been despatched. We do prefer you to leave your mobile number with us on your account as this is the quickest way to be informed by DPD about your order. Certain parts of the UK (N. Ireland, Channel Islands, Highlands) can take up to 3 days for courier delivery.

PAYPAL - ITEM NOT RECEIVED DISPUTE - As Part of your terms and conditions of purchase, you agree to allow the above timescales (i.e. 10 working days after dispatch date) to pass BEFORE you open a Paypal Dispute relating to this purchase. This forms part of the purchase contract with us. Delivery delays are very rare but when they do occur, please allow the appropriate amount of time for your game to be delivered.

Do we send games, accessories and consoles internationally and how much does it cost?

We DO NOT currently ship items to customers outside of the UK. Please contact us directly for further information about this policy.


What do I do next if my order has not arrived?

ROYAL MAIL 1ST CLASS/Signed For - Items will usually arrive within 1-3 working days. In the unlikely event that delivery is not made within this time frame, Royal Mail require 10 WORKING days to pass before we can investigate any delays with them. Please allow 10 WORKING days before contacting us regarding non delivery. Then after 10 working days please contact our customer service team :

Courier/EXPRESS Delivery - You will receive a tracking number once your order has been collected by DPD (our courier). This will allow you to track your delivery progress on the DPD website. If your order is not delivered within 2 WORKING days (UK Mainland) please contact us directly and we will establish what has happened for you.

My goods arrived damaged?

If your goods arrive damaged you will need to get in touch within 24 Hours of receipt of the items to receive either a replacement or a full refund. Please contact us via our customer service dept on

My order arrived incomplete?

If your order arrives and one or more items are missing then you need to contact us to let us know within 24 working hours of receiving the order. We can then investigate this issue with our warehouse and the delivery courier immediately for you.

Does my order come with tracking details?

Orders sent via Royal Mail 1st Class/Recorded delivery do not come with a tracking number. All Courier/EXPRESS orders come with a tracking number that our courier (DPD) will email to you once your order has been dispatched.

Does my order have to be delivered to my billing address?

Your first order must be delivered to the billing address (i.e the address where your credit/debit card is registered). Following a successful delivery of your first order, you can update the delivery address within the checkout when placing subsequent orders.

Can I return my game?

Unopened games/consoles/accessories can be returned within 14 days of receiving your order. Any damaged items must be reported within 24 hours of receipt of your order. If you choose to return the item because you have changed your mind or have bought it elsewhere etc then we can ONLY accept it back in 100% MINT condition and fully sealed in the same state we sent it to you. You (the customer) will be liable for the return carriage in these above instances.

I have returned my game when do I get my refund?

Returned orders will be refunded in full minus any additional shipping charges within 48 hours. The money will then show back your account within 3-5 working days. My item(s) appear to be faulty, what do I do?

Faulty items need to reported to us within 28 days of receipt for a full refund or replacement. Items deemed to be operationally sound (or faulty as a result of any form of misuse) will not be approved for refund or replacement. Faulty Consoles need to be returned to us in their original boxes with matching serial numbers and including all original box contents (Power adaptor, HDMI lead, controller etc). Once we receive a console or game back to our returns dept we ALWAYS check every item and if the reason for return was "FAULTY" yet we find no fault we reserve the right to send the goods back to you and refuse the refund.


How can I cancel my order?

Orders can be cancelled up until the point of payment authorization by your bank. Please get in touch with our customer services team if you wish to cancel your order.

My order has shipped, can I still cancel?

Once your order has been marked as shipped it will need to be sent back to us as a standard return. UNOPENED and at your own cost. More information on this can be found above.

Payment Information

When is payment taken for my order?

Payment for your order will be taken for all in stock items within one hour of your order being placed. Within this time our banks will carry out various security checks to ensure your order is not linked to any fraud activity. For Pre Orders payment is taken once we process your order ready when it is ready to be posted out to you.

Why was my card declined?

The most common cause of a card being declined is that the billing address details used on your order do not match either your registered card address or your delivery address.

Payments using existing card details

If you have successfully made a payment via our credit/debit card gateway you will be able to reuse these card details on your next transaction by clicking 'Use this card'. If you wish to use a different card you will simply need to click the 'New card' button on the payment page. Note: We do NOT store ANY credit/debit card details on our system for security reasons.


When will my order be despatched?

Your pre-order items will usually be dispatched a day or two before the official release date so that you receive it in time for release. Sometimes games can take slightly longer in the post as stated above. Please see When will I get my game or console FAQ.

When will payment be taken?

Payment for order 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 21 days of your order placed.

NOTE: Although we DO NOT immediately capture the transaction, some banks reflect the value of the order against your available balance immediately. In this case we have not actually captured the payment; the bank have merely 'reserved' the funds for us. This process is perfectly normal and is referred to as 'pre-authorisation'.


Can I order via Telephone?

We are unable to take orders over the phone, therefore all orders should be placed via the website.

Is all of your stock new and do you sell Used products

We do not sell any pre-owned or refurbished items unless clearly stated in the title. All our stock is New & Sealed and from the manufacturers.

In-game Languages

The vast majority of games that we sell will play in most European languages. However we cannot guarantee the exact list of languages for each game. For more specific information you will need to consult the publishers official website.