Support : GAME

Delivery & Collection

Delivery Methods

Delivery options for your order will be shown at the checkout.
Please note, not all options may be available for your order.

Delivery Option	Cut Off	Delivery Time	Cost (£ GBP)
Standard Delivery	23:59	3 to 7 Days	4.99
Express Delivery	21:00	48 Hours	7.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD	21:00	Next Day	11.99
Click & Collect Spend £100 and receive a £5 voucher to spend in store. Terms Apply*	23:59	3 to 7 Days	4.99
Oversized Delivery (Light & Large)	23:59	3 to 7 Days	9.99
Oversized Delivery	23:59	3 to 14 Days	19.99
Specialist Delivery	23:59	3 to 14 Days	29.99

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International Delivery

Below is a list of countries that we currently deliver to, 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 3-14 days, public and bank holidays are excluded.

Please note that not all products can be shipped internationally, consoles and electronics cannot be shipped overseas.

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

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Click & Collect

You can get your order delivered to your local GAME store or concession, Sports Direct or House of Fraser. Once your order has been delivered to your chosen store, you'll get an email confirming it's ready to be picked up, this email will also contain your unique delivery code which is required for collecting your parcel. Your parcel will take three (3) to seven (7) days to be delivered to your chosen store for only £4.99

You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.

Your parcel can only be collected within your chosen stores opening hours. Please ensure you have your order number, unique delivery code (from your order collection email) and a form of ID, if you don't have all three, you will not be able to collect your order.

Acceptable forms of ID are:

• Cheque Guarantee / Credit / Debit Card

• Bank / Building Society Book

• Valid Passport

• Cheque Book

• Drivers Licence

• Utility Bill

For under 18s:

• National Insurance Card

• Medical Card

• Savings Book

Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

You have up to 10 days to collect your parcel from your chosen store. You will be reminded three times within this period to pick up your parcel. If you fail to pick up your parcel within this period, it will be returned to the warehouse, a refund will be processed within 14 days of your parcel being received by the warehouse.

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Delivery FAQs

Why is my order not showing in My Account?

In August 2024 our website was upgraded. This means there are some changes to what you can see in My Account.

Orders placed from the 20th August 2024 will be shown in your Order History where you will see what was ordered, and you will also be able to track each order.

For orders placed prior on or before 19th August 2024, these were processed on our old website and those orders will not yet appear in My Account. For those orders, we will continue to keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the courier.

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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.

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Why is my order late?

Update September 2024 – Following some important system changes, customers are currently experiencing delays with some of their orders. These delays also affect some of the recent video game releases. We’re working closely with our fulfilment teams to get the outstanding orders out as quickly as we can and apologise for the current delays.

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.

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I haven’t received any emails about my order?

For online orders we keep you updated about the progress of your order by email.

If you’ve not seen any email come through yet, please check your junk or spam folder in case the message was routed there. You could also try searching your email inbox for the email address-

donotreply@game.co.uk – This email address will be used to let you know about your order progress (order processed, order shipped etc.)
download@game.co.uk – This email address will be used to send your digital code, such as when buying digital gifts cards for Playstation or Xbox.

Please note – The above email inboxes are for customer notifications only and cannot be used to contact the customer service team. You can find options on how to contact the Customer Service team by selecting ‘contact us’ on this help centre and then picking the topic you need help with.

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Tracking delivery

In our dispatch email you'll have your unique tracking number for your order. Please check your junk folder, if you haven't got the email.

Click & Collect deliveries take three (3) to seven (7) days.
Standard Delivery takes three (3) to seven (7) days.
Next Day Delivery will be delivered the next day if you order before 9pm (excludes Public / Bank holidays).

You can also find that tracking reference number in your order history, to track the progress of your shipment.

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Order Confirmation

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.

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Why has my order/item returned to sender?

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.

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My parcel shows as delivered, but I've not received it

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 Services as we'll be happy to help you.

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Click & Collect Exceptions

Click and Collect is available for most orders but not for all, and this can be for a number of reasons;

the item ordered is a pre-order item
one of the selected items is not eligible
the size or volume of the item is too large

Please select another delivery option for your order.

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Click & Collect Voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.

You'll be given your voucher by our store staff when you collect your parcel.

The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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Orders & Payments
- Completed Orders
  Completed Orders
  
  Why has my pre-order been cancelled? (5th Sep 2024)
  
  We've been made aware that some customer pre-orders have being cancelled in error on 5th September, with customers receiving a cancellation notice by email.
  Please be aware; these cancellation emails have been sent in error. Our IT teams are aware of this issue and are currently busy working through resolving this.
  We will be sending a further update by email to the affected customers soon.
  Sorry for any confusion this has caused.
  
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  Wrong/Faulty item received
  
  We’re sorry to hear there are issues with your order.
  Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.
  When contacting us, please also provide a clear image showing the tags and product code to show our Customer Service team the wrong item so we can better help you.
  
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  I'm missing item(s) from my order
  
  We’re sorry there’s items missing in your order.
  Before contacting our Customer Service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
  If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
  If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
  
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  Why has my order/item(s) been cancelled?
  
  Sorry your order or item(s) have been cancelled.
  If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.
  An order will also be cancelled if the billing address details don't match the details your bank has on record.
  We send an email out to confirm the cancellation and you have not been charged.
  
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  My order has been cancelled, but it appears that I have still been charged
  
  If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days.
  The time might depend on your banks processes.
  
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  I haven’t received my gift card
  
  Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
  If you still can’t find it, please contact us and we will be happy to help.
  
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  My item is incomplete (Missing parts)
  
  We're sorry to hear there is a problem with your item.
  Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
  
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  My item is damaged
  
  We are sorry to hear your item is damaged.
  If your item has been delivered damaged, please get in touch with our Customer Service team within 28 days from the delivery date so we can help you.
  Please include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
  
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- Placing Orders
  Placing Orders
  How can I cancel or amend a pre-order?
  
  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.
  
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  What payment options are accepted?
  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.
  
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  What is payment authentication?
  
  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.
  
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  Payment issues
  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.
  
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  Why is my bank showing two charges for my order?
  
  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.
  
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  Can I use my gift card online and in store?
  Yes, Gift cards can be used in UK branches of our GAME stores and concessions as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
  You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our gift cards;
  Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Gift cards cannot be used to buy further gift cards.
  Gift cards cannot be used by customers outside of the United Kingdom.
  
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  Can I use my credit note online and in store?
  Yes, credit notes can be used in UK branches of our GAME stores and concessions as well as online.
  You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our credit notes;
  Credit notes may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Credit notes should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Credit notes are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Credit notes cannot be used to buy further gift cards.
  
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  Can I cancel or make changes to my order?
  
  Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
  Unfortunately we are unable to add or remove items, change colours or sizes, change delivery address, delivery options or the email address on the order.
  If you've changed your mind and no longer need the item, please arrange the for the item to returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.
  If you wish to notify us of your cancellation request, please complete a cancellation form and submit this by using the Contact Us button and submit a ticket to our Customer Services team.
  If your order already has been processed following your form being submitted, our customer services team will advise on how to return your order.
  Please note: for items already delivered, these are unable to be cancelled, and you will have to follow our returns process to receive a refund.
  
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  Apply Gift Card, eVoucher or Credit Note
  
  Select the items you wish to purchase and proceed to the checkout as normal.
  When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions.
  If you wish to apply another voucher to the same order please follow the above steps again.
  
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  How do I apply a discount code?
  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.
  
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- Product Info
  Product Info
  
  Item out of stock?
  
  Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.
  Our Customer Service team will not know if an item is coming back in stock.
  Many of our online products are also available in some of our stores, but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.
  
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  Is there a limit to how many products I can buy?
  
  If you are buying large quantities of one particular product, an item which is restricted to one per person and/or household or we are running low on the product that you are trying to buy, you will see the following message:
  You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.
  If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.
  Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local GAME store to check their stock.
  
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  Product Information
  
  Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.
  If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.
  When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.
  
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Returns & Refunds
- Returns
  Returns
  Return - Online
  You can now return your online GAME order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.
  If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.
  Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
  CLICK HERE TO RETURN AN ORDER PLACED AFTER 4PM 20/08/2024
  CLICK HERE TO RETURN AN ORDER PLACED BEFORE 4PM 20/08/2024
  Securely repack your items.
  Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
  You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
  Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.
  Good to know...
  By choosing a paid service through our returns portal you will be provided with a fully tracked return service back to our warehouse.
  Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
  RETURNS POLICY OVERVIEW
  Items must not be used, worn or washed
  Items must be in original packaging and all tags attached
  Personalised items will not be accepted unless the text is incorrect, or the item is faulty
  Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, digital content or any items that have been inseparably mixed after delivery, cannot be returned
  
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  Return - Bought in Store
  
  To return your item(s) bought in store for a credit note or where possible make an exchange, visit any GAME 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.
  
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  GAME Returns Policy
  GAME 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.
  When does the GAME returns policy apply Online?
  We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:
  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 here for orders placed on or after 20th August 2024, otherwise for any orders placed before this date to the address below.
  Please remember to obtain Proof of postage from the Post Office.
  For specialist items, please contact Customer Services before returning your item.
  Returns Department - Game Retail Limited
  Unity House, Telford Road
  Basingstoke
  Hampshire
  RG21 6YJ
  Please complete a covering letter which states the following:
  Your order number
  Reason for return
  Whether you would like a refund or exchange
  Please note;
  No orders can be accepted by hand at the GAME Head Office all orders must be posted back.
  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 GAME.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)
  
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  14 Day Right to Change Your Mind
  The 14 day right to change your mind, under the Consumer Contracts Regulations 2013, only applies to products purchased online.
  How long do I have to change my mind?
  How long you have depends on what you have ordered and how it is delivered.
  Have you bought digital content for download?
  If so, you have 14 calendar days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we deliver the digital content to you immediately, and you agree to this when ordering, you will not have a right to change your mind.
  Have you bought products online?
  If so you have 14 calendar days after the day you (or someone you nominate) receives the products, unless Your products are split into several deliveries over different days. In this case, you have until 14 calendar days after the day you (or someone you nominate) receives the last delivery to change your mind about the products. Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
  When you don't have the right to change your mind.
  You do not have a right to change your mind in respect of:
  Products purchased in a GAME store (the 14 day right to cancel only applies to online orders);
  digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided when returning the item;
  you have a valid proof of purchase and the receipt displaying the code; and
  the code has not been redeemed via Xbox Live)
  sealed audio or sealed video recordings or sealed computer software, once these products and/or digital content are unsealed after you receive them (although hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
  any products and/or digital content which become mixed inseparably with other items after their delivery.
  Products which are incomplete and no longer contain all component parts as purchased (e.g. cables, memory sticks, controllers, etc.). 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;
  How to tell us you want to cancel.
  If you are exercising your 14 day right to change your mind, tell us you want to end the contract by doing one of the following:
  Email. Notifying us by email via the Contact Us section to inform us that you wish to cancel your order. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  Online. Complete the cancellation form available here and attach it to your query to Customer Services.
  Returning the products.
  If you end the contract where you are exercising your 14 day right to cancel, you must post them back within 14 days of telling us you wish to end the contract, by using our returns portal here if you placed your order on or after 20th August 2024, otherwise please use the address below;
  Please remember to obtain Proof of postage from the Post Office.
  Returns Department
  Game Retail Limited
  Unity House
  Telford Road
  Basingstoke
  Hampshire
  RG21 6YJ
  You will need to include a cover note with the following information:
  Your order number
  Reason for return
  Whether you would like a refund or exchange
  Note: Please do not return any original shipping paperwork with your return order.
  Who pays the cost of return.
  Where you are exercising your right to change your mind, you must pay the costs of return.
  How we will refund you.
  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 GAME.co.uk will be refunded as an eVoucher, which will be emailed to you.
  Deductions from refunds.
  If you are exercising your right to change your mind:
  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.
  Any collection costs we incur as a result of scheduling a courier pick up on your behalf.
  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.
  When your refund will be made.
  We will make any refunds due to you as soon as possible.
  If you are exercising your 14 day right to change your mind then your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.
  
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  I need to return an order placed before 4pm on Tuesday 20th August 2024
  To return your order placed before 4pm on Tuesday 20th August 2024 - Please follow the below instruction.
  You can return your purchase to us for a refund, as long as it has not been used and is returned within 28 days of receipt. You can do so by sending it back to the below returns address.
  Returns Department - GAME
  Unity House
  Telford Road
  Basingstoke
  Hampshire
  RG21 6YJ
  Please remember to include all original components, including any cables or accessories otherwise your return will not be processed.
  If sending it back to us, please include a cover note* with the following information:
  Your order number
  Reason for return
  Whether you would like a refund or a replacement
  
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  Can I exchange an online order?
  
  In the event you change your mind, you can return an online item for a full refund only.
  We cannot exchange goods purchased online.
  
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  Can I return more than one order in the same parcel?
  
  Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
  
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- Refunds
  Refunds
  
  How will I receive a refund?
  
  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.
  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, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.
  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.
  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, 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.
  
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  When will I receive a refund?
  
  We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.
  At certain times of the year, such as Christmas and public holidays, the processing time may be longer.
  
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  I can't see a refund on my bank statement
  
  Please allow 7 days for the refund to appear in your bank account.
  
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Stores & Services

Pre-owned/Refurbished
Pre-owned/Refurbished
How are your items graded?
Devices we sell are graded according to their cosmetic condition and whether any additional accessories are included.
- Grade A - "Nearly New"
  Item is in brand new/unused condition
  Original box and packaging in excellent condition (including all accessories and instructions)
  Please note: The plastic seal will not be present as this will need to be removed for testing purposes.
- Grade B - "Good"
  Item is in a good general condition, nothing more than slight cosmetic marks or scratches.
- Grace C - "Reasonable"
  Item is in a reasonable condition, with some cosmetic marks or scratches.
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Store Finder
Store Finder

Store Finder

You can find useful information, including opening hours and location of your nearest GAME store or Belong Arena using our Store Finder.

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I'd like to leave feedback about one of your stores

If you want to let us know about a recent visit to one of our stores please get in touch.
When contacting please include the location, date and time of your visit so we can help you.

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Closed Services

GAME 'Reward' Service Ending - FAQ's

GAME REWARD and GAME ELITE shall be closing on 31 July 2024

As of 31 July 2024 (“Closure Date”) the GAME ‘Reward’ Programme (“GAME Reward”) and the GAME Elite Membership Scheme (“GAME Elite”) shall come to an end, after which GAME Reward customers and GAME Elite Members (“Elite Members”) will no longer be able to earn GAME Reward points on purchases made in GAME stores or online at game.co.uk or redeem any GAME Reward or GAME Elite points (please see the GAME Reward and Elite closure FAQs here for further information) remaining on your GAME Reward account.

YOU WILL STILL BE ENTITLED TO RECEIVE GAME REWARD POINTS AS PER THE TERMS AND CONDITIONS ON ELIGIBLE PURCHASES IN GAME STORE AND ONLINE AT GAME.CO.UK BUT ONLY UNTIL 23.59 ON 15 JULY 2024. AFTER WHICH DATE PURCHASES WILL NOT EARN YOU ANY GAME REWARD POINTS BUT YOU CAN REDEEM ANY GAME REWARD POINTS UNTIL THE CLOSURE DATE.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

AFTER THE CLOSURE DATE THE GAME REWARD POINTS WILL BE RESET TO ZERO AND THE GAME REWARD ACCOUNT WILL BE CLOSED, YOU WILL NO LONGER BE ABLE TO ACCESS IT AND YOU WILL NO LONGER BE ABLE TO REDEEM YOUR GAME REWARD POINTS.

The closure of GAME Elite will also mean the closure of monthly GAME Elite offers and also prize draws and promotions that Elite members are eligible to enter.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

When will GAME Reward close?

GAME Reward, the loyalty scheme which enables GAME customers to earn points on purchases made in GAME stores or at www.game.co.uk will officially end at 23:59 on on Wednesday 31 July 2024.

Can I still earn GAME Reward points prior to the Closure Date?

Prior to the Closure Date any GAME Reward points earnt shall remain in your GAME Reward account.

You will still be entitled to receive GAME Reward points as per the terms and conditions on eligible purchases in GAME store and online at www.game.co.uk but only until 23.59 on 15 July 2024 after which date purchases will not earn you any GAME Reward points.

All GAME Reward members will receive a separate email by 16 July 2024, which will detail the final balance of GAME Reward points they have accumulated through eligible purchases made through GAME stores and online.

The email will be sent to the email address provided in your GAME Reward account.

Can I still redeem GAME Reward points prior to the Closure Date on purchases in GAME stores or online?

Yes, at any point prior to the Closure Date you will be entitled to redeem GAME Reward points remaining on your GAME Reward account (with a minimum redemption amount required of 400 GAME Reward points) in GAME stores or online at www.game.co.uk in accordance with the terms and conditions.

What will happen after the Closure Date to any remaining GAME Reward points I have in my GAME Reward account?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following 23:59 on 15 July 2024. Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed. You will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis. Exclusions as set out at the terms and conditions shall apply.

Where can I redeem my GAME Reward points?

GAME Reward points prior to the Closure Date can be redeemed in GAME standalone stores or online at www.game.co.uk

What do I do with my GAME Reward card?

They can be destroyed as they will no longer be in use.

I have used some/all of my GAME Reward points to purchase a product on a pre-order, will my pre-order now be affected by the closure of GAME Reward?

Any pre-order purchases made prior to the Closure Date where you have used GAME Reward points in whole or in part in order to purchase the product will not be affected by the closure of GAME Reward. You will still receive your order.

What will happen if I wish to return or obtain a refund or exchange a product which I paid for in whole or in part using my GAME Reward points following the Closure Date including products purchased on pre-order?

All returns and refunds are governed by GAME’s return and refund policy. For enquiries in relation to unwanted or faulty goods purchased please contact our GAME customer team via the help centre.

If you purchased the product online:

GAME shall provide customers that are entitled to a refund an e-voucher to the value of the GAME Reward points they have used to purchase or part purchase the product being refunded. The e-voucher shall be sent to the email address provided when you registered for a GAME account. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

If you purchased the product in-store:

GAME shall provide customers that are entitled to a refund a physical gift card to the value of the GAME Reward points they have used to purchase or part purchase the product. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

What will GAME do with my personal data ?

Although GAME Reward is closing we will retain customers' personal data in accordance with the GAME privacy policy as GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

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Can I still redeem Reward points prior to the 31st July 2024?

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What will happen to my remaining Reward points after the 31st July 2024?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following the 15 July 2024. Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed, and you will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

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GAME Elite FAQ

HOW DO I CHECK THAT I AM AN ACTIVE ELITE MEMBER?

To check the status of your Elite membership login here and select 'Home' from the top navigation. This will display details of your membership start and end date, and the current status.

WHERE CAN I SEE THE POINTS EARNED FROM MY ELITE MEMBERSHIP?

Elite members can view any Elite points earned by logging in here and selecting benefits from the top menu. This page displays the additional points earned from a membership above the base level of points available to a standard Reward customer.

Expecting to see something but are not? Read more on which products are eligible to receive points here.

WHY DO MY EXTRA POINTS NOT DISPLAY ON MY RECEIPT?

Points are always awarded within 48 hours of the purchase so that you can use them next time you come into the store or shop online.

You can always login to membership.game.co.uk to see all the points and benefits you have earned as a Game Elite Member and they will display within 48 hours. You will see your full credit balance also if you have the GAME app (no breakdown/transaction info).

WHEN WILL I RECEIVE MY BIRTHDAY GIFT?

You will receive your birthday treat on or around the time of your birthday, (as long as you provide your date of birth when setting up your Game Reward Account!)

WHEN DO I GET MY POINTS FOR A PRE-ORDER?

Both Reward and Elite customers will earn points on the full value paid for the pre-order 24h after receiving the pre-ordered product (this is for the full price paid for the pre-ordered product)

CAN I GET EXTRA POINTS ON STUFF I BOUGHT BEFORE I JOINED

When you redeem your GAME Elite membership code, we credit your account with the points on your purchases for the last 5 days. This means you won’t lose any points on recent purchases, as long as you activate right away!

ARE THERE ANY BENEFITS IN THE GAME APP TO HAVING A GAME ELITE MEMBERSHIP?

Yes. Download the GAME mobile app to claim your discounts in store, enter prize draws, view offers and see exclusive content and Elite benefits!

ARE THE SAVINGS INSTANT FOR GAME ELITE?

The extra points are awarded within 48 hours so that you can use them next time you come into the store or shop online.

Exclusive discounts to products and services are applied immediately.

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED FROM MY ONLINE PURCHASE?

Always make sure you are logged in to your account before you make a purchase online. You have to log in to make sure you don’t miss out on points!

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED IN STORE?

When you are at the till make sure that you scan your reward card with every purchase. This can either be the physical reward card or by logging into the mobile app and presenting the QR code. This will mean you can take advantage of all the exclusive offers and deals!

HOW DO I CHANGE MY ACCOUNT DETAILS ON MY GAME ELITE?

If you want to change the account details from which your direct debit is paid, you must do this via the Membership portal at membership.game.co.uk at least 14 days’ notice prior to your next payment date.

HOW MUCH NOTICE DO I HAVE TO KEEP TO CANCEL MY DIRECT DEBIT

You must give us notice to cancel at least 5 working days before the due date of your next payment, in which case your Membership will end at the end of the current month. If you give us less than 5 working days’ notice, your next payment will be taken and your Membership will not end until the following month

HOW DO I CANCEL MY DIRECT DEBIT

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GAME 'Elite' Service Ending - FAQ's

GAME REWARD and GAME ELITE shall be closing on 31 July 2024

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

The closure of GAME Elite will also mean the closure of monthly GAME Elite offers and also prize draws and promotions that Elite members are eligible to enter.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

When will GAME Elite close?

GAME Elite, the premium loyalty scheme which enables GAME customers to earn extra GAME Reward points on purchases in GAME stores or at www.game.co.uk as well as be eligible for special monthly offers and entry into prize draws and promotions will officially end at 23:59 on Wednesday 31 July 2024.

If I pay for my Membership monthly, when will my Membership end?

If you purchased your GAME Elite Membership (“Membership”) on a monthly basis we will request that our provider cancel direct debit payments from 3 June 2024 so you may or may not have a direct debit payment taken in the month of June 2024 (as it can take our provider up to 14 days in which to action the cancellation request) but from the month of July 2024 and onwards no further payments will be taken and your direct debits will be cancelled.

Your Membership will expire on the day your next monthly direct debit payment would have been taken out. If a payment is taken in June because your direct debit has not been cancelled before the June payment date as it can take our direct debit provider up to 14 days in which to action the cancellation request, your Membership will expire on the earlier date of either (i) the date your direct debit payment in July 2024 would have been taken out or (ii) 23.59 on 15 July 2024.

Any GAME Reward points earned as part of your Membership can be redeemed until 23:59 on 31 July 2024.

If I pay for my Membership on a fixed period of 12 months when will my Membership end?

If you purchased a Membership on a fixed period of 12 months your Membership will end on the Closure Date unless it automatically expired prior to the end of the Closure Date.

If I pay for my Membership on a fixed period of 12 months and it has not expired prior to the Closure Date will I get a pro rata refund on the months I have paid for but will not received the service?

We will be in contact with you shortly on the process of how we will refund Members that have paid for their Membership on a fixed period of 12 months and are entitled to a pro rata refund of the months paid but will not receive the service for as GAME Elite is closing. Please check the GAME App and website for further details.

Can I still earn extra GAME Reward points being a Member prior to the Closure Date?

Prior to the Closure Date any extra GAME Reward points earnt and accumulated through being an Elite Member shall remain in your GAME Reward account.

All Elite Members will receive a separate email by 16 July 2024, which will detail the final balance of GAME Reward points they have accumulated through eligible purchases made through GAME stores and online and also the GAME Reward points awarded in accordance with the value guarantee policy as set out at Clause 5 of the GAME Elite Terms and Conditions found here.

More details are set out below in ‘What will happen with Value Guarantee?’

The email will be sent to the email address provided in your GAME Reward account. You can view your always view your current balance on your GAME Reward account online at www.mygame.game.co.uk or via the GAME App.

What will happen with my GAME Reward points if I have purchased my Membership on a monthly basis?

You will still be entitled to receive extra GAME Reward points on eligible purchases in GAME store and online at game.co.uk until the earlier date of either (i) until the date your direct debit payment in July 2024 would have been taken out (unless your direct debit was cancelled in June 2024 in which case the date the direct debit was meant to be taken e.g. if your direct debit payment was scheduled to be taken on 13 June 2024 and it was cancelled prior to this date, then your Membership will end on 12 June 2024 at 23:59 and no further direct debit payments will be taken.) or (ii) 23.59 on 15 July 2024. After which date purchases will not earn you any GAME Reward points. You will still be able to redeem your GAME Reward points up until the Closure Date.

What will happen with my GAME Reward points if I have purchased my Membership on a fixed period of 12 months?

You will still be entitled to receive extra GAME Reward points on eligible purchases in GAME store and online at game.co.uk until the earlier date of either (i) the date on which the Membership automatically expires or; (ii) 23.59 on 15 July 2024. After which date purchases in GAME store and online will not earn you any GAME Reward points. You will still be able to redeem your GAME Reward points up until the Closure Date.

Can I still redeem GAME Reward points prior to the Closure Date on purchases in GAME stores or online?

What will happen after the Closure Date to any remaining GAME Reward points I have in my GAME Reward account?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following the 15 July 2024.

Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed, you will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions - GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis. Exclusions as set out at the terms and conditions shall apply.

Where can I redeem my GAME Reward points?

GAME Reward points prior to the Closure Date can be redeemed in GAME standalone stores or online at www.game.co.uk

I have used some/all of my GAME Reward points to purchase a product on a pre-order, will my pre-order now be affected by the closure of GAME Reward?

Any pre-order purchases made prior to the Closure Date using GAME Reward points in whole or in part will not be affected. You will still receive your order.

What will happen with my GAME Elite benefits?

As an Elite Member will still be eligible to the GAME monthly product offers to receive additional GAME Reward points as well as the birthday bonus GAME Reward points up to and including the 15 July 2024.

What will happen with Value Guarantee?

Any Elite Members that have held a Membership for 12 consecutive months (either by paying monthly or for a fixed period of 12 consecutive months) will receive a pro-rated number of GAME Reward points based on how long they have held the Membership for. You will receive a final balance of additional GAME Reward points that you have been awarded through Value Guarantee in a separate email.

If you have paid for your Membership for a fixed period of 12 consecutive months:

Example: If you have paid £36.00 for your Membership for 12 months but only used your Membership for a period of 5 months prior to the Membership ending, you would have paid a pro-rated amount of £15.00 for your Membership. If during these 5 months you only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £8.00 worth of GAME Reward points into your GAME Reward account.

If you have paid for your Membership monthly by direct debit:

Example: If you have paid for your Membership monthly by direct debit for a period of 3 months from the month after the last Value Guarantee was paid made (if applicable) and prior to the Membership ending, which amounted to £9.00, but you have only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £2.00 worth of GAME Reward points into your GAME Reward account.

The Value Guarantee amount will be calculated from the date of the last Value Guarantee payment for the previous 12 consecutive months if Value Guarantee will apply based on your GAME Reward points accrued in that period (if applicable).

Will I receive a refund if I purchased a Membership for a fixed period of 12 months?

Any Elite Member who had purchased a fixed term Membership which was to expire following the Closure Date will receive a refund for any remaining months of their Membership they have paid for following the Closure Date .

For example, you paid for a 12 month Membership in January 2024, you will receive a refund for the remaining 5 months following the Closure Date.

What will happen if I wish to return or obtain a refund for a product which I paid for in whole or in part using my GAME Reward points following the Closure Date including products purchased on pre-order?

All returns and refunds are governed by GAME’s return and refund policy found here. For enquires in relation to unwanted or faulty goods purchased please contact our GAME customer team via the help centre.

If you purchased the product online:

If you purchased the product in-store:

What will GAME do with my personal data?

Although GAME Elite is closing we will retain customers' personal data in accordance with the GAME privacy policy as GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

If you paid your Membership by direct debit upon closure of GAME Elite our direct debit provider will delete your personal data they have retained in order to process payments.

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When will my Elite Membership end?

I pay monthly

Any GAME Reward points earned as part of your Membership can be redeemed until 23:59 on 31 July 2024.

I already paid upfront for 12 months

If you purchased a Membership on a fixed period of 12 months your Membership will end on the Closure Date unless it automatically expired prior to the end of the Closure Date.

For example, you paid for a 12 month Membership in January 2024, you will receive a refund for the remaining 5 months following the Closure Date.

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What will happen with Value Guarantee?

If you have paid for your Membership for a fixed period of 12 consecutive months:

If you have paid for your Membership monthly by direct debit:

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ANNOUNCEMENT ON THE CLOSURE OF GAME WALLET

GAME WALLET shall be closing at 23.59 on 20 AUGUST 2024

The ability to add funds and gift cards to your GAME Wallet shall be ending at 23:59 on 17 JULY 2024

As of 23:59 on 20 August 2024 GAME Wallet shall close and customers will no longer be able to use GAME Wallet as a payment method to purchase products in GAME stores or online at game.co.uk.

You will still be able to add GAME gift cards or top-up e-gift cards into your GAME Wallet account however only until 23:59 on 17 July 2024 after which date the ability to add GAME gift cards or top-up e-gift cards through your GAME Wallet account either in GAME stores or online at game.co.uk will be removed from your GAME Wallet online account and on the GAME app.

AFTER 20 AUGUST 2024 YOUR GAME WALLET ACCOUNT WILL BE CLOSED AND YOU WILL NO LONGER BE ABLE TO ACCESS IT. WE WOULD STRONGLY URGE YOU TO SPEND ALL THE CREDIT YOU HAVE IN YOUR GAME WALLET ACCOUNT ON PURCHASES ONLINE PRIOR TO THE CLOSURE DATE.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

QUESTION	ANSWER
When will GAME Wallet close?	GAME Wallet shall close at 23:59 on 20 August 2024 (“Closure Date”) after which you will no longer be able to access your GAME Wallet account either online or through the GAME App or spend any remaining credit balance held in your GAME Wallet account.
Am I able to add GAME gift cards or top-up e-gift cards to my GAME Wallet account before the Closure Date?	Prior to 23:59 on 17 July 2024 (“Top-up Closure Date”) you will be able to continue to add GAME gift cards or top-up e-gift cards to your GAME Wallet account online. Following the Top-Up Closure Date, the ability to add GAME gift cards or top-up e-gift cards to your GAME Wallet to your GAME Wallet account will cease.
Am I able to spend the credit held in my GAME Wallet account prior to the Wallet Closure Date?	Yes, you can continue to make purchases using the credit held in your GAME Wallet account either via the GAME app or online at www.game.co.uk, in accordance with the GAME Wallet terms and conditions found here but only until the Closure Date. You cannot use your GAME Wallet to buy products where the value of the transaction exceeds the total value held in your GAME Wallet account. Your GAME Wallet account cannot have a negative balance and no credit will be extended to your GAME Wallet account in any circumstances. GAME Reward points will also continue to be awarded and applied to your GAME Wallet account for purchases online or through the GAME App up in accordance with the GAME Wallet terms and conditions to the 23.59 on 15 July 2024 . Please see the GAME Reward FAQ here for further details. AFTER 20 AUGUST 2024 YOUR GAME WALLET ACCOUNT WILL BE CLOSED AND YOU WILL NO LONGER BE ABLE TO ACCESS IT. WE WOULD STRONGLY URGE YOU TO SPEND ALL THE CREDIT YOU HAVE IN YOUR GAME WALLET ACCOUNT ON PURCHASES ONLINE PRIOR TO THE CLOSURE DATE.
What will happen if I have a remaining credit balance in my GAME Wallet account after the Closure Date?	The balance in your GAME Wallet account cannot be exchanged or refunded for cash in any format before or after the Closure Date. You will not receive a refund of any credit remaining on your GAME Wallet account, via a monetary cashback or by way of gift card. If you do discover you have credit remaining in your GAME Wallet account following the Closure Date, we would advise you to contact GAME customer service.
What will GAME do with my personal data?	Although GAME Wallet is closing we will retain customers personal data in accordance with the GAME privacy policy as customer GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

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My Account
- Getting Started
  Getting Started
  
  How do I register for an account?
  
  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 click here.
  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.
  
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  How do I create or change my password
  
  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 click here. 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
  
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  How can I change details and marketing preferences?
  
  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
  
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  How do I create or change my email address?
  
  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.
  
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  How do I buy online?
  
  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.
  
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  How do I pre-order an item?
  
  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.
  
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  Unsubscribe/Delete Account
  
  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.
  
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- Technical Issues
  Technical Issues
  Add to safe sender list
  
  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.
  
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  I’m having problems signing in. What can I do?
  
  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. Click here 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.
  
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  I'm experiencing issues using the website
  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.
  
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  I'm experiencing issues with the App
  
  We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.
  If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.
  If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
  
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Financial Services

Frasers Plus

What is Frasers Plus?

Frasers Plus is a credit product which enables you to split the cost of your order into monthly instalments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer services team.

How to make a complaint about your Frasers Plus account?

Complaint type

Who should I contact?

My complaint is about:

The Frasers Plus Account or App,
Frasers Plus payment,
Frasers Plus terms and conditions,
Frasers Plus communications.
Frasers Plus marketing,
The actions of one of our colleagues in conversation about Frasers Plus.

Frasers Group Financial Services – via:

the Frasers Plus App Chat,
Contact us form

What happens after I make a complaint?

We take all complaints seriously and we will do everything we can to resolve them quickly.
We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial OmbudSman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email.

Did you find it helpful? Yes No

What do you need help with?

Delivery Options

Delivery options for your order will be shown at the checkout.
Please note, not all options may be available for your order.

Delivery Option	Cut Off	Delivery Time	Cost (£ GBP)
Standard Delivery	23:59	3 to 7 Days	4.99
Express Delivery	21:00	48 Hours	7.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD	21:00	Next Day	11.99
Click & Collect Spend £100 and receive a £5 voucher to spend in store. Terms Apply*	23:59	3 to 7 Days	4.99
Oversized Delivery (Light & Large)	23:59	3 to 7 Days	9.99
Oversized Delivery	23:59	3 to 14 Days	19.99
Specialist Delivery	23:59	3 to 14 Days	29.99

Still need to contact us

Contact support team

International Delivery

Delivery will take between 3-14 days, public and bank holidays are excluded.

Please note that not all products can be shipped internationally, consoles and electronics cannot be shipped overseas.

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

Still need to contact us

Contact support team

Click & Collect

You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.

Acceptable forms of ID are:

• Cheque Guarantee / Credit / Debit Card

• Bank / Building Society Book

• Valid Passport

• Cheque Book

• Drivers Licence

• Utility Bill

For under 18s:

• National Insurance Card

• Medical Card

• Savings Book

Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

Still need to contact us

Contact support team

Why is my order not showing in My Account?

In August 2024 our website was upgraded. This means there are some changes to what you can see in My Account.

Orders placed from the 20th August 2024 will be shown in your Order History where you will see what was ordered, and you will also be able to track each order.

Still need to contact us

Contact support team

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).

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.

Still need to contact us

Webchat

Web chat is a little busier than usual, there may be a short delay chatting to us.

Start chat

Email

We're a little busy at the moment, so we'll get back to you as soon as we can.

Why is my order late?

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.

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I haven’t received any emails about my order?

For online orders we keep you updated about the progress of your order by email.

If you’ve not seen any email come through yet, please check your junk or spam folder in case the message was routed there. You could also try searching your email inbox for the email address-

donotreply@game.co.uk – This email address will be used to let you know about your order progress (order processed, order shipped etc.)
download@game.co.uk – This email address will be used to send your digital code, such as when buying digital gifts cards for Playstation or Xbox.

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Why has my order/item returned to sender?

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.

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My parcel shows as delivered, but I've not received it

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.

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 Services as we'll be happy to help you.

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Click & Collect Voucher

You'll be given your voucher by our store staff when you collect your parcel.

The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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Why has my pre-order been cancelled? (5th Sep 2024)

We've been made aware that some customer pre-orders have being cancelled in error on 5th September, with customers receiving a cancellation notice by email.

Please be aware; these cancellation emails have been sent in error. Our IT teams are aware of this issue and are currently busy working through resolving this.

We will be sending a further update by email to the affected customers soon.

Sorry for any confusion this has caused.

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Wrong/Faulty item received

We’re sorry to hear there are issues with your order.

Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code to show our Customer Service team the wrong item so we can better help you.

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I'm missing item(s) from my order

We’re sorry there’s items missing in your order.

Before contacting our Customer Service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

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Why has my order/item(s) been cancelled?

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.

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My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days.

The time might depend on your banks processes.

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I haven’t received my gift card

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

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My item is incomplete (Missing parts)

We're sorry to hear there is a problem with your item.

Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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My item is damaged

We are sorry to hear your item is damaged.

If your item has been delivered damaged, please get in touch with our Customer Service team within 28 days from the delivery date so we can help you.

Please include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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How can I cancel or amend a pre-order?

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.

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What is payment authentication?

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.

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Payment issues

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.

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Why is my bank showing two charges for my order?

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.

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Can I cancel or make changes to my order?

Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.

Unfortunately we are unable to add or remove items, change colours or sizes, change delivery address, delivery options or the email address on the order.

If you've changed your mind and no longer need the item, please arrange the for the item to returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.

If you wish to notify us of your cancellation request, please complete a cancellation form and submit this by using the Contact Us button and submit a ticket to our Customer Services team.

If your order already has been processed following your form being submitted, our customer services team will advise on how to return your order.

Please note: for items already delivered, these are unable to be cancelled, and you will have to follow our returns process to receive a refund.

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Apply Gift Card, eVoucher or Credit Note

Select the items you wish to purchase and proceed to the checkout as normal.

When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions.

If you wish to apply another voucher to the same order please follow the above steps again.

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How do I apply a discount code?

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.

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Item out of stock?

Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.

Our Customer Service team will not know if an item is coming back in stock.

Many of our online products are also available in some of our stores, but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.

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Product Information

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

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Return - Online

You can now return your online GAME order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

CLICK HERE TO RETURN AN ORDER PLACED AFTER 4PM 20/08/2024

CLICK HERE TO RETURN AN ORDER PLACED BEFORE 4PM 20/08/2024

Securely repack your items.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.

Good to know...

By choosing a paid service through our returns portal you will be provided with a fully tracked return service back to our warehouse.
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

RETURNS POLICY OVERVIEW

Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, digital content or any items that have been inseparably mixed after delivery, cannot be returned

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Return - Bought in Store

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any GAME 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.

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GAME Returns Policy

GAME 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.

When does the GAME returns policy apply Online?
We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:

The product is returned within 28 days of delivery;
You have a valid proof of purchase (which can include any of the following documents):
1. Online Dispatch note.
2. 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):
1. Receipt.
2. Reward card record.
3. 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 here for orders placed on or after 20th August 2024, otherwise for any orders placed before this date to the address below.
Please remember to obtain Proof of postage from the Post Office.
For specialist items, please contact Customer Services before returning your item.

Returns Department - Game Retail Limited
Unity House, Telford Road
Basingstoke
Hampshire
RG21 6YJ

Please complete a covering letter which states the following:

Your order number
Reason for return
Whether you would like a refund or exchange

Please note;

No orders can be accepted by hand at the GAME Head Office all orders must be posted back.

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 GAME.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)

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I need to return an order placed before 4pm on Tuesday 20th August 2024

To return your order placed before 4pm on Tuesday 20th August 2024 - Please follow the below instruction.

You can return your purchase to us for a refund, as long as it has not been used and is returned within 28 days of receipt. You can do so by sending it back to the below returns address.

Returns Department - GAME
Unity House
Telford Road
Basingstoke
Hampshire
RG21 6YJ

Please remember to include all original components, including any cables or accessories otherwise your return will not be processed.

If sending it back to us, please include a cover note* with the following information:

Your order number
Reason for return
Whether you would like a refund or a replacement

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Can I return more than one order in the same parcel?

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

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How will I receive a refund?

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.

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, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.

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.

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, 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.

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When will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.

At certain times of the year, such as Christmas and public holidays, the processing time may be longer.

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I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

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Store Finder

You can find useful information, including opening hours and location of your nearest GAME store or Belong Arena using our Store Finder.

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I'd like to leave feedback about one of your stores

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.