FAQs - The Games Den Store
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Frequently Asked Questions

What would you like to know?

Please check our list of Frequently Asked Questions below. If you cannot find a specific answer to your question then please don’t hesitate to contact us here.

At The Games Den the customer comes first.  That is why we offer:

  • Same weekday dispatch for all orders received before 2pm.
  • Free UK delivery on orders over £50.
  • Fast delivery
  • A no-quibble 60 day returns policy
  • A pledge to respond to any customer service query within 1 working day.
  • Real time stock levels that mean you don’t pay for any items we don’t have available to ship.

The Games Den is run by gamers for gamers and we believe that that gaming is ‘more than just a hobby’  so let us help you discover new games, learn new strategies develop new skills and enjoy your games more.

We love our customers but we also love our planet and so we have developed our environmental policy that ensures:

  • All packaging used by The Games Den to ship your products is fully recyclable or compostable.
  • Emissions from all shipments are offset using a verified carbon offset programme.
  • Soon anyone in the UK can recycle their Games Workshop plastic waste through our unique recycling programme that gives YOU store credit for recycling your waste with us.

To learn more about our recycling programme click here.

 

For information on all aspects of delivery and shipping please click here.

In the UK delivery is FREE for any orders over £50, otherwise it is £3.95 for Royal Mail 24 hour delivery (typically delivers within 1-2 days) or £6.99 for next day courier delivery.

Please note - Aerosol cans cannot be sent by Royal Mail and therefore a courier service will need to be selected.

We accept payment from all major credit cards and debit cards.

In order to provide the best service possible we do not allow orders to be placed on Out Of Stock items except for Pre-orders.

We do this because we cannot guarantee when an item will be back in stock.  There are many reasons that stock may be delayed and we don’t want you to be waiting for an item you have paid for any longer than is necessary.  

If an item is out of stock and you want to know when we expect it back in then you can contact our customer services department who will be happy to help you.  Their contact details are here.  

On the product page you can also choose the option to be notified when the item is back in stock.  Simply click on the EMAIL ME WHEN IN STOCK button and you’ll be notified by email when we get the next batch of stock in.

For Pre-orders payment is taken at the point of order.  See "When do I get charged for pre-order items?"  

We are always looking to find new things, ranges, lines and games for the site. So if there’s something you want that we don’t stock please email us at support@thegamesden.co.uk  and we’ll always look to see if we can get it for you. We can’t always promise that we’ll be able to, but we do promise to do our best.

Yes, and we'd love to see you in store. Simply select 'Collect In Person' on the order page. For information on how to find our Leamington Spa store click here.

If you’ve ordered before 2pm then your order will be ready for collection after 2pm.  Otherwise it will be ready to be picked up when we open on the next working day.

If you order after 2pm and urgently need your order on the same day then please contact the store and we’ll do our very best to help you out.  You can contact the store by email here, or by phone on 01926 886496

Don’t worry - our system sends the same automated email when an order is ready to be dispatched or collected.  All this means is that we’ve picked your order and it’s ready to be collected.

We offer pre-orders on most new releases.  Simply click on the 'Pre-Order' tab in the homepage menu or search for the item you want.  

If you can’t find the item you want to pre-order then please contact us here so we can help.

Unfortunately a pre-order does not guarantee that we will supply the item on the release day.  On rare occasions there can be supply issues that may slightly delay the delivery of your pre-order.  If this is going to happen then we will let you know by email.

Typically pre-orders are sent the day before the official release date (although there may be exceptions to this).  Therefore, if you would like your pre-order for the day of release you will need to choose the next day shipping service.  Please note that the Royal Mail Tracked 24 service is NOT a guaranteed next day delivery service (although 95% of the time it does arrive the next day).

We will ship your pre-order as soon as stock is received.  However, please note that if you’ve ordered multiple pre-orders with multiple release dates then we will ship your items once ALL items are in stock.  This is to save you money on postage costs.

In the rare situation when a product is not released on time or is delayed in some way, we will do our best to keep you informed of the situation via email.

Any order that includes pre-order and in-stock items will be shipped when ALL items are in stock.  This is to ensure that we keep postage costs to a minimum.  If you want the in-stock items earlier then it is best to place 2 separate orders.

Because we do not store any payment information when you place an order (see our privacy policy for more information) we take all payments for pre-orders at the time of the order. 

Sometimes the price of pre-orders have not been finalised and therefore it can change between the time you place an order and the items release.  If the price goes up then we will honour the price you initially paid and you will not be charged more.  If the price goes down then we will honour the new price and refund the difference but you will need to contact us to arrange this.

Please note - this is not a price match offer.  Price fluctuations only apply to the prices on The Games Den.

Unfortunately discount codes can't normally be used on sale items. Our sale items are typically priced as low as we can go and we'd probably go hungry if we added any further discounts!

The Games Den loyalty points can be used as payment against your order with 100 points being worth £1.  

Earning points is simple.  You earn 200 (that’s £2.00 worth!) simply for creating an account with The Games Den (which you can do here) and then 1 point for every £1 you spend (excluding shipping costs).

We also run regular loyalty point promotions where you can earn 2x, 3x , 4x and even 5x loyalty points on your purchases for a limited time.  Keep an eye for these on the site, or better still, sign-up for our newsletter here and never miss a loyalty bonus again!

You can use your loyalty points to pay in full or in part for your order (depending on your loyalty point balance).  For every 100 points you get £1 credit.

To use your points simply

Loyalty points expire after 1 year. An email will be sent to you 1 month prior to any points expiring so you have an opportunity to use them.

So long as you didn’t make the purchase with a different email address then we can add the points to your account.  Please contact our support team to request this at support@thegamesden.co.uk

We believe that to provide the best customer experience possible it is important that any item ordered is in stock and available to send to you immediately.  On the very rare occasion where you have ordered an item and it’s not available we will advise you by email and provide a refund.  In some circumstances we may offer to hold or split your shipment.  If we split your shipment then any additional charges will be the responsibility of The Games Den.

Because of how our inventory and shipping system works it’s not possible to add to a confirmed order.  

However, if your order has not yet been dispatched our customer service team may be able to help you.  You can contact them at support@thegamesden.co.uk and they will do their best to help you.

To find your order log into your account using the tab at the top right of the website.  In your accounts page you will find an option to show all your orders.

Yes we do - you can find information on the process and our buy list here: www.thegamesden.com/buylist

If you want to sell your whole collection then please contact our buying department at sales@thegamesden.co.uk with details of the collection.

Absolutely.  If your order has not been dispatched then this is a simple process.  If your item has already been dispatched then you can return any unwanted goods via the returns policy here.

So long as we’ve not dispatched your order then you can change your address in the ‘my orders’ section of your account.  If you have any problems please contact our customer service team at support@thegamesden.co.uk

Yes you can but please bear in mind that this may incur additional shipping costs and may mean an order drops below our free shipping threshold.

We may also offer to split your order if we encounter any issues with stock for any particular item.  In this circumstance we will meet any additional postage costs.

So long as the orders haven’t yet been dispatched then we can arrange for multiple orders to be shipped in the same package and refund any excess shipping costs.  To arrange this please contact our customer service team at support@thegamesden.co.uk

No - we don’t believe that you should make payment for items we don’t have in stock (unless they’re pre-orders).  Any item you order should be in stock and ready to be dispatched.  If, for any reason, an item is not available to send (excluding pre-orders) then we will either offer a full refund for the item or offer to split the order.

All products are sent you in the same condition that we receive them from the supplier/manufacturer with the exception of single cards.

Please visit our Contact Us page here for information on how to speak to Customer Services.  We’re ready to help you from 9am to 5:00pm Monday to Friday.

Our aim is to respond to all messages within 1 working day of receiving them.  Sometimes, where we need to investigate an issue, our initial response may only be an acknowledgement of receipt of your message but, in these cases, we will endeavour to advise when you can expect a full response.

No. We don’t store any customer payment information. For more information on the steps we take to protect your privacy please see The Games Den Privacy Policy here.

Unfortunately due to security reasons phone orders are not something that we are able to offer at present.

If your order has been placed before 2pm Monday to Friday then your order will be dispatched the same day.  Any orders placed after 2pm Monday to Friday or on Saturday or Sunday will be sent the next working day.

Our order confirmation and tracking information emails are automated.  If you haven’t received one then it may have been caught up in your email spam/trash folder.  If you still can’t find the expected message then please contact our customer service team here.

All the information on shipping options, charges and free shipping thresholds can be found here.

To give you maximum peace of mind we have a 60 day no quibble return policy.  For all the information on returning items please see our full Returns Policy here.

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