Support
How can we help you?
Delivery Methods
Below is a list of countries that we currently deliver to, both european and the rest of the world, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.
Delivery will take between 3 - 21 Days, Public and Bank Holidays are excluded.
Please note: We may not be able to ship some items outside of the UK due to restrictions, please refer back to the product page and press deliveries to see what options are available.
Delivery FAQs
We are currently seeing a high volume of customer orders being placed, this is introducing a slight delay with the order appearing on our systems.
If you've placed an order; but wondering why you can't see it in your account yet (or haven't had your confirmation email) - please don't worry, It'll just take a bit longer for your order to appear. It could take a couple of hours.
Please also note, our Customer Service team will also not be able to see/check your order in the first couple of hours due to the same delay.
If you have a login to the website; we'd recommend you allow a couple of hours and after then you will be able to see your orders in your order history.
Where is my order?
1 - Check your estimated delivery date
You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).
Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods – Why is my order late?
2 – My order is shipped, but I haven’t had it yet
You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this-
In your Order History in My Account by clicking Track Your Order.
In your emails we send to you confirming your order is shipped.
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.
You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:
- In your emails we send to you confirming your order is shipped.
- In your order history, in My Account by clicking Track Your Order
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.
If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.
Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.
We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as-
- During busy periods - when a sudden high volume of products needs to be shipped.
- Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
- Bad weather – when it may be more difficult for products to be shipped around the country.
We will keep you informed by email on the progress of your order.
Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.
We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.
If you aren't receiving emails from us, please check your junk folder and add us to your safe list.
Please note: If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.
If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.
We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.
Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.
Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Service as we'll be happy to help you.
For most deliveries the carrier will give you advanced notice by sending you email or text messages, keeping you updated as your parcel makes it's way to you. This also includes sending you an estimated delivery timeslot in many cases so you can arrange for someone to be home.
When delivering any of our standard items, if you're not in the courier will usually attempt to leave the parcel with a neighbour or in a secure location and they'll let you know (by email or leaving a card through your post box).
If there is nowhere safe to leave your parcel, they'll let you know they've attempted delivery & will try again, usually on the next day.
If your order is for heavy or large items (think large furniture or appliances) the courier will send you a message in advance to schedule the delivery.
Placing Orders
To enquire about cancelling your pre-order, please contact our Customer Service team.
It is not possible to amend or make changes to a preorder. This includes changing details such as the payment or delivery information.
Preorders will be processed using the details you provided previously.
If your order details are no longer accurate, we would recommend you cancel the preorder and place a new order where possible using your updated details.
Here are the steps to apply your promotional code or discount code to your order.
- Add your item(s) for the discount to your bag.
- Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.
- Continue through the checkout process until you reach the payment page.
- Under the list of payment options you will see an option to "Apply Promotional/Discount Code":
Select this option, input your code and then select "Apply.”
If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”
Please note that terms and conditions apply to all of our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.
We accept most well known payment methods:
- Apple Pay
- Gift Cards
- Maestro
- Mastercard
- PayPal
- VISA
- VISA Debit
- Frasers+
The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.
You can't buy gift cards using gift cards as a payment option.
Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.
If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.
If you’re still experiencing problems, please contact us and include as much detail as you can around the error:
- The error message you are seeing
- A description of the problem
- What payment method you are trying to use
- What the products are you’re trying to purchase
- What internet browser you are using or if you are using our app
- Any other details that could be useful
If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us. Your card provider will have more information.
If you are using PayPal, please contact them directly.
We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days.
In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
I need to cancel my order
Once you've placed your order, it immediately begins processing through the system so that we can get it to you as fast as possible.
Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service so we can check this further for you.
If your order has already been shipped or started going through our automated fulfilment process, we will not be able to cancel it for you. Please refer to our returns policy for details on how to return your order once received.
I need to change the address
We cannot change your delivery address once your order is placed. If you're concerned about being unavailable, some delivery partners may leave your parcel with a neighbour or in a safe location. Use the ‘Click to track order’ button in your ‘Order shipped’ email to check if these options are available.
If you can no longer access the address you chose, please contact Customer Service and we will ask our delivery partner to return your order back to us for a full refund. Please note, if this is possible, it can take up to 14 days. If you still want your order, you will need to place it again as we can only ship to the address entered at checkout.
I need to change my order
Once an order has been submitted, we cannot make any changes to it, this includes:
- Adding or removing items
- Changing colours or sizes
- Changing the delivery options
- Applying promotional discounts
- Changing the email address entered for this order
Returns
To return your item(s) bought in store for a credit note or where possible make an exchange, visit any GAME-X store within 28 days of purchase.
If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.
Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, or any items that have been inseparably mixed after delivery.
GAMEX Offer a 1 Year Warranty with all products purchased this covers all aspects of manufacturing faults, if your item becomes faulty within the first year of use please read the below on how to get this refunded or replaced. If you cannot find the answer below please contact our Customer Services team.
Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
The product is returned within 28 days of delivery;
You have a valid proof of purchase (which can include any of the following documents):
Online Dispatch note.
Reward card record.
The product is returned in its original condition (unopened and unused). Please note hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
The product is in its original packaging and is sealed;
If you are returning an Xbox Console or Controller the serial number must match the one on your proof of purchase;
The product and/or digital content has not become mixed inseparably with other items after their purchase;
The product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;
The product is re-sellable;
If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
The customer is the original purchaser of the product;
In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
When does the GAME returns policy apply In-store?
We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:
The product is returned within 28 days of purchase;
You have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
Receipt.
Reward card record.
Bank statement or credit card statement.
The product is returned in its original condition (unopened and unused).
If you are returning an Xbox Console or Controller the serial number must match the one on your receipt;
The product and/or digital content has not become mixed inseparably with other items after their purchase;
The product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware and games product) can only be returned if all items in the combined product are returned together;
The product is re-sellable;
Products bought in a discounted or promotional offer (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the offer. Your applicable exchange value or credit note value will be adjusted accordingly. This includes digital and download copies of games and movies;
If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
The customer is the original purchaser of the product;
In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
GAME Gift Cards.
You cannot rely on the GAME returns policy for a refund or exchange of gift cards. This will not affect your statutory rights (for example in the event the gift card is faulty).
The GAME returns policy will not effect your legal rights.
Please note that for the purposes of orders placed online, over the telephone, via email or mail order, our return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights
How to return your product under the GAME returns policy?
Items purchased in store must be returned to a store.
Items purchased online must be posted back to us by using our returns portal.
For specialist items, please contact Customer Service before returning your item.
Collection of personal data for fraud prevention.
When returning your product to a store we require certain personal information in order to process your return in accordance with the GAME returns policy. All information is collected and processed in accordance with our Privacy Policy.
Who will pay the costs of return? We will pay the costs of return:
If the products, and/or digital content are faulty or misdescribed; or
If you are ending the contract because we have told you of an upcoming change to the products, and/or digital content or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
How we will refund your Online purchase.
We will refund you the price you paid for the products and/or digital content (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below. Please note that payments made using a physical gift card at GameX.co.uk will be refunded as an eVoucher, which will be emailed to you. This is for Online purchases only.
Deductions from refunds from Online purchases if you are relying on our GAME returns policy:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
We may reduce your refund of the price (excluding delivery costs) where you fail to return each component part (cables, memory sticks, etc.) and to take account of the reduction in value caused by any damage or missing components.
We may reduce your refund of the price (excluding delivery costs) if you wish to return a product purchased in a discounted or promotional offer.
If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
For oversized items, where we arrange the collection on your behalf, we reserve the right to deduct the delivery costs from the amount refunded.
When will your refund for an Online purchase be made?
Your refund will be made
Within 14 Working days when returned to our refund department. (This is a heightened figure and returns could be processed quicker)
In the event you change your mind, you can return an online item for a full refund only.
We cannot exchange goods purchased online.
Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
All returns are inspected once received, this includes if you believe one of your items may have a manufacturing fault.
When returning a store purchase to store, a staff member will assess the item to determine whether the issue is a manufacturing defect or the result of normal wear and tear.
If the staff conclude that the fault is due to wear & tear, and you wish to challenge this further, you would need to arrange for the item to be inspected by a reputable third party. Upon providing a headed letter or email from the third party confirming a manufacturing fault, you can return to the store for further support.
If you no longer have your receipt or credit note for any reason, the store team may be able to reissue it for you.
To check this, you will need to:-
- Return to the store where you originally purchased the item within 6 months of the purchase date.
- Show the cashier your bank statement with the transaction on (amount, date & time).
If it is over 6 months, or you do not have proof of the payment details, sadly we will not be able to help you further.
Stores are only able to accept and process returns for items that were bought from stores.
For returning items ordered online, you will need to arrange to send them to the appropriate returns address.
Please note: additional policies apply.
Refunds
For orders placed online - We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
If your order was paid part or in full by a gift card or eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods you used when placing that order.
For orders bought in stores - If you're returning an unwanted item within 28 days for a refund, this will be refunded as a credit note to spend in store (pending inspection). This does not infringe upon your statutory rights. The policy is signposted in stores and on your purchase receipt.
We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes.
Please allow up to 14 days for your items to be inspected and any refunds to be issued. You'll usually be able track the progress of your return, if you have tracking details from the carrier.
You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. Any refunds will be refunded to the same payment method you used when you placed the order.
If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.
Please allow 7 days for the refund to appear in your bank account.
We have different terms and policies for shopping in store compared to shopping online.
Unwanted items can be returned to the store within 28 days of purchase for an exchange or a refund issued as a credit note (pending inspection).
As stated under consumer law, a credit note does not infringe upon your statutory rights.
This policy is signposted in stores and on your purchase receipt.
Getting Started
Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
To register with your active, valid email address, please visit our Registration Form. You will be asked to create a password for your account.
If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.
You can manage your account and your password in the My Account section
You can see and manage most of your details when you login.
Just head over to My Account to manage your account and password,
Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
The Manage Cards section allows you to update payment detail
For our customers’ security we don’t allow change of email address.
If you need to use an alternative email address, we’d ask you to create a new account.
You can search for items in a few different ways, to then add them to your shopping cart.
There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.
The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.
We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.
When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.
We will only charge you once the order has dispatched.
Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.
If you want to delete your online account, please contact us with your details our team will help you further.
Technical Issues
Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
Hotmail
1. Open your inbox
2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
3. Select "Safe and Blocked senders" then click "Safe Senders"
4. Copy and paste our email address into the box provided and click "add to list"
5. Our email address has been successfully added to your safe sender list
Microsoft Office Outlook 2003
1. Open your inbox
2. On the toolbar click "Actions"
3. Select "Junk E-mail" from the drop-down menu
4. Select "Add sender to safe senders list"
5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
6. The email address has now been entered into your Outlook contacts list
Yahoo!
1. Open your inbox.
2. Navigate to an email from us and click the "Add" button next to our email address
3. If not there already, copy and paste our email address into the email field and click "Save"
4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
5. The email address has now been entered into your Yahoo! address book.
Microsoft Office Outlook 2007
1. Open your inbox
2. Open the “Tools” menu and click "Options"
3. On the “Preferences” tab under “Email” click “Junk Email”
4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
6. The email address has now been added to your contacts list.
AOL Mail
1. Open your inbox
2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
3. Click “Add contact” to confirm
4. The email address has now been added to your Contacts list
Google Mail
1. Open your inbox
2. Navigate to an email from us
3. Click on the "More options" link next to the date
4. Click on "Add sender to Contacts list" in the options list
5. The email address has now been entered into your Gmail contacts list.
If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Visit our Log In Page to get to the sign-in page, and then follow the steps.
If you don't have an account you can set one up here. This means you have all your order history and details in one place.
If you're still having problems signing in to your account, please contact us and we'll be happy to help.
We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
Clear your cache and cookies
Deactivate any plugins
Check your HTTPS settings
Clear your temporary files
Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
Once you login to your account online, you'll be able to change some of your details including.
- First name
- Last name
- Telephone number
- Billing address
- Request shipping addresses
- Payment details
If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address.
During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address. We will also not be able to change the address, or add/remove items.
Contact Us
Kindly reach out to us for any enquiries you have by filling the form below.
