Refund policy
1 How do I return an item?

If you would like to return an item, please contact our customer services team to notify us of your return request and the reason for the return.Please note that physical products can be returned sealed and in original condition within 14 days of receipt in line with our returns policy. Once it has been verified that a return meets returns policy, we will provide the relevant returns information accordingly..

2 How do I return items internationally?

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3 How will I receive my refund?

If a refund has been issued for your order, the payment will be returned to the same payment method used for the initial purchase of the order. While some payment methods will allow for a refund to be immediately visible, other payment methods may take a few working days to process and be visible within your account. A refund will normally be visible in your account within 7 working days.

4What 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 14 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 28 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 orders are dispatched with a copy of your order invoice. Should you ever need to return an item, on your bottom-left of your invoice you can find a peel-able returns address label. 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 be sure to include a copy of your invoice or your 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.

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. Payments can be made using our secure payment gateway SagePay, PayPal or Checkout by Amazon 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.

Customer Services
1 How can I contact customer services?

TestOur customer services team are ready and available to answer your queries Monday to Friday, 9am to 5.30pm via email or telephone according to your preference. You can contact our customer services team via the following email address: customerservices@go2games.com. We aim to answer all customer service queries as promptly as possible and you should receive a response within 3 days. We are also available via our customer services telephone line on 0800 862 0440 for UK customers and 020 8137 6099 for international customers. Our customer services team are available to answer telephone queries Monday to Friday between 9am and 5.30pm. We always look forward to hearing from our customers and are always happy to help!

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 our store, hover over the “log into your account” tab on the top left corner of our website and select “Signup.” Here, you will be able to create an account using your First Name, Last Name and Email Address. Having an account with our store will allow you to move through the checkout process faster, store multiple delivery addresses and billing information as well as view and track orders associated with your account.

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 extremely rare, if you do experience any problems with a product, please contact our customer services team directlyso that we can assist in trouble shooting any issues. If we are unable to assist in resolving the issue, we will make the necessary arrangements in order to return the item for testing so that further action can be taken.

6 How do I search for a product?

If you have a specific product or series of games in mind, you can use our search bar located at the top of the web page. While you are able to search the full title of a product, our search bar facility allows for the searching of keywords within product titles. You will then be able to use the magnifying glass to create your search however our search bar will also provide a drop down menu of associated products that are available via our website according to your search terms which we hope will be useful. If you do not have a specific product in mind, it may be most useful to search for items using our category search bar which is currently laid out according to platform type which allows for easy browsing. Don’t forget to have a look at our enticing sale category which we are always updating! Most of our product banners and promotions will also lead you to related products therefore if a banner tempts you, click the banner and you will be taken to related products. If you cannot find what you are looking for or have any queries regarding any products, please do not hesitate to contact our customer services team via email or our helpline so that we can offer personalised support.

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

All our orders are dispatched on the same or next working day of purchase. Delivery times may vary according to the delivery options selected at checkout and your country of residence. Most of our UK orders will be delivered within 3 working days after dispatch. If a next day delivery service is selected at the point of checkout, these orders will be delivered on the next working day of the dispatch date. International delivery times will also vary according to the country of residence however most international orders will be received within 3 to 10 working days from the dispatch date.

2 What countries do you deliver to internationally?

We are currently able to dispatch most products to the following international destinations: [----------] We are continually updating our international reach therefore do keep an eye on the ‘country’ drop down menu found at checkout for [--------------]

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.

5 Can I get Next Day delivery?

We offer 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.

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 14 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 PCI compliant. We are also a registered data controller with ICO 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.

3 WIP - Can I track my order?

All orders are tracked at the point of dispatch from our warehouse therefore if you have any queries regarding the whereabouts of your delivery, contact our customer services team so that we can help and make any necessary enquiries on your behalf. Many orders are also provided with personalised tracking numbers via an automated dispatch email at the point of dispatch from our warehouse. You will be provided with the tracking number and associated courier so that you are able to track the progress of your order.

4 Has 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.

5 How 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 9am and 5.30pm). 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 14 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.