My order has arrived damaged, what do I do?

If you have received your order damaged, please contact Customer Service via email to provide a photo of the damaged order and a brief explanation as to the detail of the damage. Our Customer Service team will then be able to assist you and provide a suitable resolution. 
Customer service email: gameplayhelp@mail.uk
 

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.

Can I return my game?

Unopened games/consoles/accessories/tech can be returned within 14 days of receiving your order. Any damaged items must be reported within 24 hours of receipt of your order.

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 on 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). Please use our contact us page to get in touch.

Cancellations

How can I cancel my order?

Orders can be cancelled up until the point of dispatch, please contact us immediately via our contact us page or via email : gameplayhelp@mail.uk

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. We can then cancel your order and issue a refund.

Product Information

Downloadable content (DLC)

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 or title then the stock that we are pre-selling does not come with the extra downloadable content.

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.

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.

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. We advise trying once more ensuring your details are correct. If this again fails we recommend using a different card, if another card is not available please contact your payment provider.

Pre-Orders

When will my order be despatched?

Your pre-order items will usually be despatched for delivery 2-4 days before the official release date.

When will payment be taken?

Payment for order will be captured when we dispatch your items unless your order was placed more than 15 days before the official release date. In this case your payment will be captured within 10 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'.

Does my pre-order come with any extra downloadable content (DLC)

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.

Can I order via Telephone?

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