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Customer Services
1 How can I contact customer services?

Our customer services team are available to answer any order or product related queries from 9.30am to 5pm Monday to Friday via our Online Contact Form

Online Contact Form

Alternatively please feel free to call our UK Freephone service below

UK Mainland Hotline: 0800 862 0440 (Monday to Friday 9.30am to 5.00pm)

International hotline: +44000 000 000(Monday to Friday 9.30am to 5.00pm) (please note: English as main language)

If you prefer to contact directly via email please contact via

Customerservices@go2games.com

We are also available via private message on our social channels

Facebook

Twitter

2 How do I access my account if I have forgotten my password?

If you have forgotten your password, simply select “log into your account” at the top of the web page and click “log in.” If you have forgotten your password, select the link “Forgot Your Password.” In order to retrieve your password, enter your account email address as per the instructions and click “submit”. You will then receive a link to the associated email address in order to reset your password.

3 How do I create an account with Go2Games?

In order to create an account with go2games select the user icon and click “sign up”. You will then be asked to enter your personal information and to create a password. You are also able to register for an account using your social media accounts.

Signing up for an account will allow you to keep track of your orders and make changes to your billing or delivery addresses, along with being kept up to date with Go2Games.com’s latest news and deals.

4 How do I log in to my account?

If you have already created an account with our store, you can log in by selecting “Log into your account” at the top of the screen and clicking “Log In.” Simply log in using your email address details and password to log in and view your account.

5 What do I do if I have received a faulty product?

While faulty items are rare, if you do experience any problems with your product please do not hesitate to contact our customer services team using the methods below

Online Contact Form

Alternatively please feel free to call our UK Freephone service below

UK Mainland hotline: 0800 862 0440

International hotline:(+44) 02031376099 (please note: English as main language)

If you prefer to contact directly via email please contact via

Customerservices@go2games.com

We are also available via private message on our social channels

Facebook

Twitter

The Go2Games team aim to respond to all customer service queries within 48 hours of receiving the query. The team are also able to assist with troubleshooting or general technical enquiries relating to your purchase.

If an item is deemed to be faulty Go2Games.com will make the necessary arrangements in order to return the item for testing or a refund/exchange.

6 How do I search for a product?

If you would like to search for a specific product please use the product search which is situated at the top of Go2Games.com.

Our menus allow you to search by the following

Console Type

Genre

Product Type

PEGI Rating

If you still cannot find what you are looking for, or have any special requests or technical queries, please do not hesitate to contact us using

Online Contact Form

UK Hotline

International Hotline

Customerservices@go2games.com

Payment
1 What methods of payment do you accept for placing orders?

We accept the following payment methods for your convenience:

Visa,

MasterCard,

Visa Debit,

Solo,

Maestro UK,

Visa Electron,

Zip Pay,

Buy now, pay later,

3 interest-free instalments,

Payments can be made using our secure payment gateway

Braintree,

PayPal,

according to your preference.

Our customer services team are also able to place orders and take payment via telephone order therefore if this option is preferred, please call our customer services helpline on 0800 862 0440.

2 Can I change my payment details and billing address?

Once you have completed the checkout process and your order has been confirmed, unfortunately we are unable to change any payment details or billing address information. If you use the incorrect details with your order in error, alternatively we are able to cancel your order if a cancellation request is sent prior to the dispatch of the order.

For any order related queries please feel free to contact us via the online contact form or between the hours of 9.30am to 5.00pm Monday to Friday on the customer service hotlines below.

UK Mainland Hotline:0800 862 0440 (Monday to Friday 9.30am to 5.00pm)

International Hotline:(+44) 02031376099(Monday to Friday 9.30am to 5.00pm)

We are also available by Direct Message on our social channels

Facebook

Twitter

Order
1 Can I return my order if I have ordered an incorrect item?

If you have ordered an incorrect item in error, please get in contact with our customer services team as soon as possible so that we are able to assist with any return arrangements. We are able to receive the return of any item which has remained sealed and in its original condition within 30 days of receipt, in line with our returns policy. Please note that we are unable to accept the return of any software which has been unsealed therefore please do check console, region or system requirements before purchase or prior to opening and removing the seal of an item.

2 Is it safe to order over the internet?

Go2Games.com is fully secure and SSL certified

and do not store any personal information.

Rest assured that any personal and payment information used during the order process is encrypted and protected for a secure shopping experience.

3Has my order been dispatched?

Once your order has been dispatched from our warehouse, you should receive an automated dispatch email to inform you of this. If this dispatch confirmation is not received and you have any concerns regarding the dispatch of your order, please contact our customer services team via email or telephone so that we can investigate for you.

4How can I cancel an order?  

We are able to cancel an order before the processing state and dispatch of an order item. If you would like to cancel an order, please contact

customerservices@go2games.com with your cancellation request and provide your order number and the item or items you would like to cancel.

Alternatively, you can call us directly via our customer services line on 0800 862 0440 and we will be able to review the status of your order and confirm the cancellation if this is requested in time. (Please be advised that our customer services team operate Monday to Friday between the hours of 9.30am and 5.00pm).

As we promise same or next day dispatch, we cannot always guarantee that your cancellation request will be received and processed prior to the dispatch of your order item. If the item is dispatched prior to your cancellation request, we will be happy to receive the return of sealed and unused items within 30 days of receipt in line with our returns policy. Please note that we will be unable to refund any return postage cost or original postage costs.

Delivery Information
1 How long will it take for my order to be delivered?

DESPATCH TIMES

UK WAREHOUSE

Orders Despatched direct from our UK warehouse are despatched the same or next working day.

EUROPEAN DISTRIBUTION CENTRE

Orders despatched from our European distribution centre are despatched within 3-5 working days.

SPECIALISED PRODUCTS

Some of our specialised ranges may need direct ordering from our supplier which will mean despatch times may be between 5 – 10 working days.

DELIVERY TIMES

Go2Games.com are proud use a number offer several different delivery options to suit your needs.

UK Orders

Free UK Delivery

Go2Games.com offer free delivery on all UK orders through Royal Mail

Royal mails delivery guidelines for postage times for 2nd class post is 1-3 working days from confirmation of shipping.

48 Hour Delivery

Go2Games.com offers a tracked 48-hour delivery service via Royal Mail who’s guidelines state that shipments will take a maximum of 2 working days from confirmation of shipping.

International Delivery

Go2Games.com offer several tracked international services via DHL, UPS and Royal Mail

All international shipments are tracked for your convenience below are the guidelines for international deliveries from the point of confirmation of despatch

Europe

3-6 working days from confirmation of despatch

USA & Canada

5-9 working days from confirmation of despatch

Rest of the World

6-12 working days from confirmation of despatch

All of the above delivery lead times are guidelines only as set out by the delivery service provider. If you have any further questions regarding delivery or expected delivery times please do not hesitate to contact the customer services team.

2 What countries do you deliver to internationally?

Delivered to Not Delivered to...yet

We are currently able to dispatch most products to the following international destinations:

Uk

France

Germany

Italy

Spain

3 What products are available for international delivery?

While most of our products are available for delivery internationally, some products may be subject to restrictions. If you are unable to find your delivery destination within the country drop down menu at checkout, it may mean that we are unable to deliver to your desired destination or restrictions may apply. If you have any queries regarding delivery to your destination, contact our customer services team directly so that we can help.

4 Can I change my delivery address?

You can request to change your delivery address prior to the dispatch of your item and our customer services team may be able to make the necessary amendments prior to the dispatch of your order. Please be advised that delivery address changes are not always possible but we will always do our best to accommodate should any input errors occur during the checkout process. If the delivery address cannot be changed and your request is received before dispatch, we are able to cancel your order so that you may place your order again using the relevant details. In most circumstances due to fraud protection we may only ship to the billing address to which the card used is registered.

5 Can I get Next Day delivery?

We offer UK Next Day delivery as a delivery option for UK orders at the point of check out and this is available at a cost of £4.95. Please note that the cut off period in order to quality for next working day delivery is 2pm. Orders placed after this time will be dispatched on the next working day and will therefore be delivered on the following working day. If Next Day delivery is not selected at checkout, all our UK orders over the value of £10 automatically qualify for free standard delivery which is estimated by couriers within 3 working days after the dispatch date.

Refund policy
1 How do I return an item?

Go2Games.com operates a 30 day returns policy.

If you’ve changed your mind on an order that has been delivered please contact our customer services via the below methods.

Using our Online Returns form which can be found here.

Alternatively please do not hesitate to contact our customer services team on 0800 862 0440 Monday to Friday between the hours of 9.30am - 5.00pm.

Software (Physical)

Items received by post or courier may be returned for a full refund within 30 days if the original manufacturers seal is not broken.

Items that have been opened and a return request is raised within 30 days may be returned for a partial refund.

Faulty software where the seal has been broken may be returned up to 3 months after the despatch date.

Software(Digital)

Software despatched digitally are non-returnable or refundable items after confirmation of despatch by Go2Games.com.

Hardware

Hardware that has been opened and a return request is raised within 30 days may be returned for a full refund provided all component parts are returned in a sealed condition.

Faulty Hardware may be returned within 12 months of the date of despatch for a like for like exchange.

Once a return request has been raised a member of the customer services team will contact to raise the return and issue a return form and Freepost Returns Address Label.

When returning an item please ensure it is suitably packaged.

Please be sure to print and fill out the RMA form once return is authorised. If you do not have access to a printer please ensure you place a note with your name and order number into the package.

Customers are advised to obtain a proof of postage when returning any item to us, for your own records and insurance should anything happen to the product while in the care of Royal Mail.  

2 How do I return items internationally?

Coming Soon...

3 How will I receive my refund?

How will I receive my refund?

When returning an item(s) the original payment method used for the purchase will determine how you will be refunded.

Credit and debit cards

Refunds to credit and debit cards will take up to 1-3 working days once processed by one of our customer services team

As PayPal is an online payment gateway processing monies back into your PayPal will take 3-5 working days before showing in your account.

Go2Games.com will only refund to the payment method used in order to make the purchase.

4What is the returns, exchange and refunds policy?

What is the returns, exchange and refunds policy?

Our returns, exchange and refunds policy outlines how we are able to proceed with returns, exchange and refund requests. For your convenience, please find our returns, exchange and refunds policy below:

Any software may be returned for refund or exchange within 30 days of the despatch date, providing that the seal remains unbroken on the software. Faulty software where the seal has been broken may be returned up to 3 months after the despatch date. Hardware or peripherals may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 30 days of the despatch date. Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return. Faulty hardware may be returned for a like-for-like exchange up to 12 months after the despatch date. This does not affect your statutory rights. All confirmed and shipped orders will receive an order confirmation and despatch notification via email. Should you ever need to return an item, please contact our customer services team.

Website Contact Form

UK Customer Services Hotline: 0800 862 0440 (Monday to Friday 9.30am to 5.00pm)

International Customer Service Hotline: (+44) 02031376099 (Monday to Friday 9.30am to 5.00pm)

Alternatively please contact our customer services team directly with via the below email address

Customerservices@go2games.com

Once your item is suitably packaged for return, simply place this label on the front of your package and drop it into any post office. We advise requesting a proof of postage when returning any item to us, for your own records and insurance should anything happen to the product while in the care of Royal Mail. When returning an item, please ensure to place your name and order number with your item, so that we are able to easily identify your order and minimise any delays in the returns process. Before returning any item, please ensure it meets our return requirements as outlined above. Any item returned that does not meet our return requirements will be returned at the expense of sender.

Klarna
1 Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

2 How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when ou’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

3Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

4How can I increase my chances of being accepted for Pay later in 30 days?  

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

5Will a credit search take place against me?  

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor [MERCHANT] run credit searches against you that could impact your credit rating.

6Why have I not been offered Pay later in 30 days?  

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

7What are my payment options with Klarna?  

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

8What happens if I cancel or return my order?  

As soon as [MERCHANT] have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

9What happens if I don’t pay for my order?  

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s Pay later in 30 days’ products even if you have failed to pay on time.

10I have been asked to go to the Klarna site. Is this correct?  

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

11What do I need to provide when I make a purchase?  

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

12Is my payment information safe?  

Payment information is processed securely by Klarna. No card details are transferred to or held by [MERCHANT]. All transactions take place via connections secured with the latest industry standard security protocols.

13Can I pay before the due date?  

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

14Have you received my payment?  

If you pay by card, [MERCHANT] will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

15What happens to my statement, when I've returned the goods?  

Once [MERCHANT] has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

16I've received a statement, but I've not yet received my goods.  

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call [MERCHANT] to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

17I have cancelled my order. How long will it take until I receive my refund?  

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

18I have asked for a refund. How will I be refunded?  

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

19I haven’t received an email with my statement/payment information.  

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

20I still have questions regarding payment, how can I get in touch?  

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.