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Frequently Asked Questions

Please choose your question below.

Deliveries

Which countries do you deliver to?

We deliver to addresses both inside the UK and outside the UK.

Delivery is free on any orders placed to addresses inside the UK.

There is an additional charge of £4.00 per order an all order sent outside the UK. The charge is per order and NOT per item.

The countries in the EU include:

  • ALBANIA
  • ANDORRA
  • ARMENIA
  • AUSTRIA
  • AZERBAIJAN
  • AZORES
  • BALEARIC ISLANDS
  • BELARUS
  • BELGIUM
  • BOSNIA HERZEGOVINA
  • BULGARIA
  • CANARY ISLANDS
  • CORSICA
  • CROATIA
  • CZECH REPUBLIC
  • DENMARK
  • ESTONIA
  • FAROE ISLANDS
  • FINLAND
  • FRANCE
  • GEORGIA
  • GERMANY
  • GIBRALTAR
  • GREECE
  • GREENLAND
  • HUNGARY
  • ICELAND
  • IRISH REPUBLIC
  • ITALY
  • KOSOVO
  • KYRGYZSTAN
  • LATVIA
  • LIECHTENSTEIN
  • LITHUANIA
  • LUXEMBOURG
  • MADEIRA
  • MALTA
  • MOLDOVA
  • MONACO
  • MONTENEGRO
  • NETHERLANDS
  • NORWAY
  • POLAND
  • PORTUGAL
  • ROMANIA
  • SAN MARINO
  • SERBIA
  • SLOVAKIA
  • SLOVENIA
  • SPAIN
  • SWEEDEN
  • SWITZERLAND
  • TURKEY
  • UK
  • VATICAN CITY STATE

Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot advise what the cost may be (customs policies and import duties vary widely from country to country).

You may wish to contact your local customs office for current charges before you order, so you are aware of any applicable charges before placing your order with us.


What do I do if I have not received my order?

For deliveries inside the UK please remember to add postage time (3-5 working days) to obtain a complete estimate of when you can expect your item to be delivered. Please allow 10 working days before contacting us.

For deliveries outside the UK remember to add postage time (15 working days) to obtain a complete estimate of when you can expect your item to be delivered. Please allow 30 days before contacting us.

If after this time your order has still not been received please contact our customer service department and we will be happy to help you.

We ask that you ensure you report any items not received within 40 days of the item being dispatched as after this time we may not be able to replace or refund your item.


What do I do if I have not received my complete order?

We always try out best get your items sent out in one package. However on occasion your order may be split between or shops. Therefore you will more package to satisfy you complete order.


Are there any restrictions on international deliveries?

Please note that we do not ship certain products outside the United Kingdom. These include, but are not limited to, all Games Consoles and other Electronic products or oversized items. Orders received for such products that are destined for shipping outside the UK will be cancelled.


What happens if I am not at home to accept my delivery?

Most of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox. In the event that you have ordered a product which will not fit through your letterbox, and are not in to take delivery, then the postal service will follow their usual procedure. For UK orders this usually means a card is left to notify you of an attempted delivery, and allow you to arrange for redelivery or collection. (For International orders please refer to your local postal company for their standard procedure if this differs to the UK).

Please note we are required to allow 10 working days for delivery within the UK, (30 days outside the UK), before we can investigate an item as lost in transit. If you have not received an order after this time frame, and you have received no notification of an attempted delivery please get in touch with us.


How long should I wait for an order before contacting you?

If your order has not arrived we’ll chase it up for you, but before contacting us regarding any item not received you should allow a minimum 10 working days from dispatch.


Who can sign for my order?

No signature is required for the majority of orders. For a high value and large bulk orders, deliveries are made by Royal Mail Special Delivery or by courier and will require a signature on delivery by someone over the age of 18.

If you are not at home, the courier will leave a card stating the date and time they called. Please contact the number on the card to arrange a second delivery.


What happens when there are postal delays?

On occasions items can become delayed in the post.

We do allow up to 10 working days for delivery inside the UK to account for any postage delays that we are not aware of.

For deliveries outside the UK we allow up to 30 days for delivery to account for any postal delays that we may not be aware of.

If your order has failed to arrive after this we will investigate further and arrange a replacement.

It may be advisable to check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where it may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.


What happens on Bank Holidays?

Bank Holidays are not classed as working days so we don't include these in our estimated delivery times.


What service is used for your deliveries?

We use Royal Mail to send our items within the UK and Airmail for deliveries outside of the UK.

Depending on the value of the goods delivered we may also send them recorded or special delivery or by courier.


I have been told that there is a delay with my order. When can I expect to receive it?

We always try our very best to get your items to you as quickly as possible. However occasionally, due to circumstances outside of our control, you may experience a small delay.

Where possible we will keep you updated by email.

Once your item has been sent we will send an order confirmation email to your account. Once your order has been sent, remember to add on postage time (this is usually 3-5 days) so you know when your item will arrive.

For deliveries outside the UK please allow up to 30 days for delivery.


What is the expected delivery time for my order?

Please check the stock availability notice on your item when placing your order. This will provide an indication of when the item will leave our warehouse.

You will receive an email to confirm when your item has been sent.

Please remember to add postal time (3-5 working days) to obtain a complete estimate of delivery to your door.

For deliveries outside the UK remember to add postage time (15 working days) to obtain a complete estimate of when you can expect your item to be delivered.

We do allow up to 10 working days for delivery inside the UK to account for any postage delays that we are not aware of.

For deliveries outside the UK we allow up to 30 days for delivery to account for any postal delays that we may not be aware of.

If your order has failed to arrive after this we will investigate further and arrange a replacement or refund your order.

It may be advisable to check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where it may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Payment

Why has my account been declined?

  • We need to verify your credit/debit card

    We may ask you to re-enter your credit or debit card number if we have been unable to verify your account. For some larger orders we may need you to confirm the CV2 security number (on the back of your card) before we can process your order.

  • We need to verify your address

    We may ask you to re-enter your address details if we have been unable to verify your credit or debit account. In some cases we may ask you to provide printed confirmation of your address by supplying a copy of a bank statement by fax or email.

  • We do not accept your payment card

    We accept payment by Mastercard, Visa, Delta, Switch, Maestro, Solo, Electron Cards. We are sorry but we are unable to accept American Express, Diners Club, or Store Cards.

  • We have been unable to take payment from your bank

    If your bank has declined our request for payment then you'll need to contact them directly.


How can I pay for my order?

GamesCentre.co.uk currently accepts Visa Credit/Debit, Mastercard, Switch/Maestro, Solo, Delta and PayPal.

We are sorry but we are unable to accept American Express, Cheques, Postal Orders, Diners Club or Store Cards.


When is payment taken from my account?

We charge your credit or debit card for the majority of items are charged at the point of placing the order not at point of dispatch.

To make sure you get your items as soon as possible we post and charge for each item separately.

How to Shop

How do I amend my basket?

  1. Click on 'Basket' at the top of the page.
  2. You will see the description, price and quantity of each item currently in each of your baskets.
  3. You can remove the item altogether by clicking 'x'.

How do I add to my basket?

Adding product to your shopping basket is easy:

  • Search for your product via the search bar or by using the menus on the page.
  • Once you have found the item you wish to purchase, click on 'More Info' to find the 'Buy New or Buy Used' buttons to add the item to your basket.
  • You can now continue to add items to your basket in the same manner or proceed to 'View Basket' to complete your order.

What is the shopping basket?

On the shopping basket page you can:

  • View the items you have chosen to buy
  • Remove items from your order - just click remove to take the item out of your basket
  • Go to the checkout to pay for your items or continue shopping to carry on browsing

How do I search for an item?

Finding a product you wish to purchase is quick and easy. All you need to do is:

  • Type the name of the item you're looking for into the white search box on our homepage and select a category from the dropdown list.

How do I place an order?

It's easy to place an order with us. Once you have found the product you would like to purchase:

  • Click through to the 'More Info' item page and then choose to 'Buy New or Buy Pre-Owned'.
  • You can then view your shopping basket and go to the checkout or continue shopping.

Please remember to check your order details before submitting your payment for processing

Help

What is your pricing policy?

All prices shown on our website are inclusive of all applicable local taxes and duties for delivery to the UK.

We reserve the right to alter product prices on the website to reflect any increase in the cost of the products for reasons beyond our reasonable control, this may include (but is not limited to) pricing mistakes, tax or other duty increases.

Whilst we make every effort to ensure that all prices on our website are accurate and up to date sometimes errors do occur and the prices stated are incorrect. The correct price should be taken as the one displayed in the basket at checkout. Please see our terms and conditions for more information.


Do you have an address I can write to?

Yes, you can write to us at the following address:

GamesCentre.co.uk
PO Box 26158
Kilmarnock
Ayrshire
Scotland
KA1 9BB

Alternatively you can call 0330 445 0446

Orders

How can I tell if I have successfully submitted an order?

All successful orders will be shown in the order history section of your account. If an order is not visible in this section then it is likely that the order has been unsuccessful.

There are a number of reasons why an order hasn't been successful. It could be owing to the payment not being accepted or the order being placed under a different account.

If you wish to double check whether an order has been placed please get in touch with us confirming the postcode with which you registered and we will be happy to investigate this further for you.


Can I change the delivery address on my order?

For security reasons, once an order has been submitted, we are unable to change the delivery address. Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.


How do I place an order to a different address?

Once you have added the products you wish to purchase to your basket, click on the 'checkout' button where you will have the option to 'Choose your delivery address'. Select 'Deliver to the following address' and enter the new address details then click on 'Continue' and go through to the Checkout.


I have received my item and it is damaged. What should I do?

Please note if your order has been received damaged we request that you report this within 5 days of your order arriving with you.

You will need to contact our customer service team who will be happy to resolve this for you


What do I do if I have ordered the wrong item?

If you have ordered the wrong item and it has arrived at your destination please read the returns policy to find out how to return the item to us.


What does product availability mean?

Product availability lets you know when a product is likely to be dispatched. There are a number of statuses:

  • Pre-order - this item has not yet been released
  • In stock - this item is in stock in our warehouse or in one of our shops and will normally be dispatched within 24 – 48 hours.
  • Out of Stock - this item is out of stock with no availability dates at the moment

For deliveries inside the UK please remember to add postage time (3-5 working days) to obtain a complete estimate of when you can expect your item to be delivered.

For deliveries outside the UK remember to add postage time (15 working days) to obtain a complete estimate of when you can expect your item to be delivered.


How will I know when my order has been dispatched?

You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.

You might not receive this confirmation email if:

  • You made a spelling mistake when you entered your email address.
  • Spam filters in your email program may block this type of email. Please check your junk mail folders.

You can also check the status of your order by accessing your account. Once the status of your items changes to dispatched it has left us and is on its way to you.


Important notice to Hotmail, GMAIL, YAHOO users

The emails sent by our automated system can occasionally be blocked by Hotmail, GMAIL, Yahoo Mail or similar services, and redirected to the Junk mail folder of the your mailbox.

It is easy to stop this from happening. You can change your Hotmail settings by adding our email domain to your 'Safe List' by:

  • Selecting 'Options' from the top right hand side of the Hotmail welcome page and then selecting the item labeled 'Junk Email Protection',
  • select 'Safe List' then enter GamesCentre.co.uk into the field labeled 'Type an address or domain'. This will add all thehut.com addresses to your safe list.
  • Having opened an email from us via the Junk mail folder click the button labeled: 'This is not Junk'.

This will automatically add our email address to your safe list and prevent them being 'junked' in the future.

Returns

Can I return a product if I no longer want it?

You can return any unwanted products within 14 days provided they are in perfect condition. Please contact our customer care team who will be able to arrange this for you.


When will I receive my refund / replacement?

We offer an "absolute satisfaction" guarantee where you can return any unopened item within 14 working days of the date of your receipt of your order.

We will refund your credit/debit card in full once we have received and processed the item. Please read our returns policy in full before returning an item in order to obtain an authorisation number.

Please check the product availability time on the website and remember to add postage time (3-5 working days) to obtain a complete estimate of when you can expect your item to be delivered. Whilst we try to get your item to you as quickly as possible there may be occasions where delays with the postal service are outside our control.


What do I do if I have received incorrect or faulty goods?

We're sorry that your delivery has not gone smoothly. Please read our returns policy to find out how to return the item to us. Once we have received your return we will promptly process your request.

Please note that faulty goods must be returned within 28 days of the date of delivery. Once again we are sorry for inconvenience caused.


How do I return an item?

We want to ensure you are always happy when shopping with GamesCentre.co.uk. To ensure this, we offer an "absolute satisfaction" guarantee where you can return any unopened item within 14 days of the date when you received the order.

We will refund your credit or debit card once we have received and processed the item (please allow up to 14 working days from date of postage).

In order to arrange a return, please contact us and inform our customer service team of your order number, the item you are returning and the reason for the return.

You'll need to package the item securely and include:

  • Your order number
  • Whether a replacement or refund is needed
  • The reason why you are returning the item.

If your item is faulty you will need to tell us what exactly the fault is.

When you return your item please remember to ask the Post Office for a receipt which you should keep as proof of sending until you have received your replacement or your refund.

GamesCentre.co.uk can only refund postage costs if we have sent you the wrong item or if the item is faulty. We cannot be held responsible for non-delivery of returned goods.

GamesCentre.co.uk will replace any faulty discs with the same title, or if the title is no longer available, will refund the original card used to make the purchase. Our returns policy is valid for 28 days from receipt of goods.

We are sorry but we are unable to provide technical support on any of the PC games we supply. You will need to confirm that the game will run on your machine before ordering as we cannot be responsible for incompatibilities with your system.

Questions in WEEE Directive

What is the WEEE Directive?

The production of electrical and electronic equipment is one of the fastest growing domains of manufacturing in the western world, and with broad consumer take-up of products in this area, there is also a mounting issue of waste. In June 2000, the European Commission put forward proposals to address this issue, and in December 2002 these were passed as the EU Waste Electronic and Electrical Equipment (WEEE) Directive.

For the UK, the WEEE Regulations were laid before Parliament on December 12, 2006. The main requirements and obligations on producers and distributors of Electronic and Electrical Equipment (EEE) came into effect from July 1, 2007.

The major provisions of the WEEE Directive are:

  • All manufacturers (or anyone else selling a product on the market in the EU) are liable to pay for take-back, treatment and recycling of end-of-life equipment
  • Improve re-use/recycling of WEEE
  • Ensure the separate collection of WEEE
  • Inform the public about their role in dealing with WEEE

Which products fall under the WEEE Directive and how do I recognise them?

The WEEE Directive divides Electronic and Electrical Equipment into ten categories:

  • Category 1 - Large household appliances (fridges, cookers, microwaves, washing machines, etc.)
  • Category 2 - Small household appliances (vacuum cleaners, clocks, toasters, etc.)
  • Category 3 - IT and Telecommunications equipment (PCs, mainframes, printers, copiers, phones, etc.)
  • Category 4 - Consumer equipment (radios, hi-fi, musical instruments, videos, camcorders, etc.)
  • Category 5 - Lighting equipment (fluorescent tubes and holders, sodium lamps, etc.)
  • Category 6 - Electrical and electronic tools (drills, sewing machines, electric lawnmowers, etc.)
  • Category 7 - Toys, leisure and sports equipment (electric trains, games consoles, exercise machines, etc.)
  • Category 8 - Medical devices (analysers, dialysis machines, medical freezers, etc.)
  • Category 9 - Monitoring and control equipment (smoke detectors, thermostats, scales, etc.)
  • Category 10 - Automatic dispensers (hot drinks machines, sweet and chocolate bar dispensers, cash machines, etc.)

Are there any other ways of disposing of my old electronic equipment?

If your old piece of electronic equipment is still in a good working condition or could be repaired for further use, please consider donating it to a charitable organisation or by giving it to someone else in need. By extending the lifetime of your old equipment you are also contributing to the efficient use of resources and avoiding additional waste.

Please note that from July 1, 2007, it will be possible for you to dispose of your WEEE and ensure that it is recycled. WEEE may contain hazardous substances which, if exposed, may have a serious detrimental effect on the environment and human health. That is why all WEEE that you volunteer for recycling will be specifically collected and treated by designated local waste facility centres and by licensed WEEE compliance schemes. By ensuring that you dispose off your old electrical and electronic equipment according to the new WEEE legislation you are helping to preserve our natural resources and protect human health.

Pictures are for illustrative purposes only