FAQ

Delivery
 
When will my order be dispatched?
As soon as all available items have come into stock. This will vary depending on the size of your order and whether or not you have ordered any import "(IMP)" items. When in stock, items are usually dispatched within 48 hours. If any items are out of stock then we will attempt to re-order these from our suppliers, a process which can take 5-7 working days. Any item marked "(IMP)" is an imported item and if we are out of stock, it may take up to 4 weeks to obtain additional stock of this item, however, imports usually arrive into stock within 7 working days.

When will I know my order has been dispatched?
Please keep an eye on your order's status, from within your account, for it changing from “processing” to “complete”. As soon as your order is marked as "complete" then it has been despatched from our warehouse.

 
Can I track the delivery of my order?
Yes, go to "My Account", navigate to the relevant order and click "Details". Here you can view your order's tracking number and use the "Track" link which will take you to the courier's website where you will be able to obtain proof of delivery once your order has been delivered. You will also be sent an automated email once your order has been despatched which will also include your order's tracking details.
 
I have not received my order yet.
Royal Mail state that we have to allow 10 working days to elapse from the day of expected delivery before we are able to claim a parcel is lost. Please contact us if you do not receive your item (s) after this time so we can help to retrieve your goods. In the very rare event that Royal Mail lose your item (s), we will despatch a replacement order to you. Alternatively, you can request a refund.

How much is delivery on an order?
*Updated March 2021* The following costs are applicable per order;


1-2 items = £1.95, 3-16 items = £3.95, 17+ items = £6.75. Games Consoles/Bundles/Stereos/Portable Radios = £6.75**


Depending on weight, orders are despatched using either Royal Mail 2nd Class Signed For (2-3 working days) or DPD Local (next working day) and require a signature. Any signature given at the address will be regarded as adequate proof of delivery. *Excludes Northern Ireland. For international delivery costs, please contact us. ** An additional £6.75 is charged for every 5 Games Consoles/Bundles/Stereos/Portable Radios per order.

Coronavirus [COVID-19] will unfortunately have a negative impact, at intermittent times, on Royal Mail's ability to deliver orders within their usual timeframes. For daily Service Updates in your area, please visit Royal Mail's website or use the following link: https://personal.help.royalmail.com/app/answers/detail/a_id/12556/related/1
 

Delivery Discrepancies and Returns
 
An item I've received appears to have been damaged in transit.
Please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation and select "Damaged" as the reason for return. Once we have approved your return request, your Return Authorisation that includes a pre-paid postage label will be available for download in the Returns section of your account (My account > Returns) which will enable you to return the item(s) to us at no cost..
 
An item that appears on my invoice is missing from my order.
Please email us immediately if after checking a delivery, you believe an item (s) is missing despite being invoiced for it. We require a copy of the invoice/despatch note (sent inside your delivery) so we can immediately investigate and rectify the issue. Please either scan & email this to us whilst notifying us or alternatively, send it via post.
 
I have ordered the wrong title.
Please email us ASAP if you need to cancel any items from an order which has not yet been marked as despatched in your order history. If you have already received your order and wish to return an item, please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation and select "Unwanted/No Longer Required" as the reason for return. Once we have approved your return request, your Return Authorisation will become available for download in the Returns section of our website (My account >  Returns).
 
I have received something I did not order.
Please navigate to the relevant order in the "My Account" section of our website and click "Return items" to request a Return Authorisation and select "Received wrong item/sent in error" as the reason for return. Select the item you ordered but haven't received as the item to return and enter details of the item you've received in error in the "details" box. Once we have approved your return request, your Return Authorisation that includes a pre-paid postage label will be available for download in the Returns section of your account (My account > Returns) which will enable you to return the item(s) to us at no cost.
 
My item is faulty.
There are different outcomes depending on how long it's been since you took ownership of your item (see Returns & Return Authorisations in our Terms & Conditions).

How do I submit a Return Request and obtain a Return Authorisation?

Navigate to the order on which the item (s) was supplied in the "My Account" section of our website. Click "Return items" to request a Return Authorisation, select the reason for the return and, if applicable, enter the expiry date of the item's warranty sticker (affixed to the item) in the "details" text box. Please also provide as many details of the fault as possible to allow us to process your return as quickly as possible. Once we have approved your return request, your Return Authorisation that includes a pre-paid postage label will be available for download in the Returns section of your account (My account > Returns) which will enable you to return the item(s) to us at no cost.

Website
 
Login/I've forgotten my username/password.
Just use the reset your password link which can be found on the log in page of our website and enter the email address associated with your account to receive a password reset email. The password reset email will also include your username to remind you of that.

Are the items listed on your website in stock?
Although our website doesn't show live stock quantities, if an item appears on our website with the option to add the item to your shopping cart then it is available to order. Items are ordered from our suppliers and can become unavailable at any time and with short notice.

Contact
 
In line with our Privacy Policy, any customer account specific query must be sent to us via email from the account's registered email address.