FAQ
Q: Why don't I see an option for next-day delivery at checkout?
A: Due to our diverse selection of licensed toys, board games, and video games, some items are stored in various warehouses across the country. This logistics setup means next-day delivery isn't always possible, but rest assured, we dispatch your items as swiftly as we can once they're consolidated at our main dispatch centre.
Q: Will I receive a tracking number for my order?
A: Absolutely! Once your order is dispatched, you'll receive an email with your tracking number. Please allow up to 12 hours for the tracking information to become active.
Q: What should I do if my order hasn't arrived within the expected timeframe?
A: We strive for prompt dispatch within 24 hours, although during peak periods, there might be slight delays. Should your order not arrive as expected, first check the tracking information provided in your dispatch confirmation email. If further assistance is needed, our customer service is here to help.
Q: Why did my order arrive in a box with different branding?
A: In our efforts to promote sustainability, we frequently reuse packaging materials. This helps us reduce waste and support environmental conservation.
Q: My tracking says "Delivered," but I haven't received my order. What should I do?
A: In such cases, it's often a simple mix-up with the courier's tracking. We recommend checking around your property or with neighbours first. If the package is still missing, please reach out to our customer service for further assistance.
Q: Will there be customs or import charges on my order?
A: We currently do not supply to anybody outside of the United Kingdom so there will be no customs or import charges on your orders.
Q: Can I change the delivery address after placing my order?
A: If you realize the delivery address needs to be updated, contact us immediately. While we can't guarantee changes for orders already processed for dispatch, we'll do our utmost to accommodate your request.
RETURNS & REFUNDS
Q: What's your returns policy?
A: Items can be returned within 15 days if they are damaged or incorrect. For change-of-mind returns, contact us within 14 days to initiate the process. Please note, shipping and return costs may be deducted from your refund if the item isn't faulty.
Q: Can I return an opened item?
A: Opened items cannot be returned unless they are faulty. For such cases, please contact our customer service with detailed information and photos of the issue.
Q: What should I do if my item is faulty or damaged?
A: We aim for the highest quality but understand issues can occur. If your item arrives damaged or faulty, contact us with a description and photos of the problem for a swift resolution.
Q: How long does it take to process returns and refunds?
A: Refunds are typically processed within 5-10 working days after we receive the returned item. Should there be any delay, please contact us for further assistance.
GENERAL QUESTIONS
Q: Can I place an order over the phone?
A: No, you cannot! We currently only accept orders through our online store. If you're unable to place an order online, our customer service team is ready to assist you by email.
Q: How can I track my order?
A: Upon dispatch, you'll receive an email with tracking information. If the tracking number isn't working immediately, give it up to 24 hours to activate.
Q: What if I encounter a website error?
A: Should you find any issues with our site, please reach out to our customer service with details of the error, the device, and browser you're using. Screenshots are also very helpful!
Q: What languages do the games come in?
A: Our products are primarily in English. If a game includes multiple languages or differs from this, it will be clearly stated in the product description.