FAQ's

Q) I haven’t received my order.
A) Most items ship via FREE & FAST 1st Class Royal Mail delivery on the same day of ordering (for orders confirmed before 2pm). Your order will arrive with your daily Royal Mail deliveries using business PPI tracked delivery service. A signature is not normally required for delivery.
The average delivery time for this shipping method is 1-5 working days from the date of dispatch.
If your item has not arrived within this time frame it may be held up in Royal Mail's sorting network or at your local Royal Mail depot. We recommend you check your delivery address is correct & then contact your local Royal Mail delivery depot in case it has been held there.
Please note, during the Christmas period, deliveries may take a little longer due to the high volume of post encountered.
If the item is still not there, please contact us, so we can investigate this further.

Q) How can I track my order?
A) This can be found in your Account purchase history.
For Royal Mail deliveries, all orders are sent using business PPI post – there is no publicly accessible tracking for this.
If your order has been sent by courier then we will provide the courier details and tracking number via email to your registered email address.

Q) Missing Items in my delivery?
A) All missing items must be reported within 72 hours of delivery. If you have discovered you are missing an item please contact the sales team via the eBay messaging system as soon as possible.

Q) I have only received part of my order. Where is the rest?
A) Sometimes we ship items in separate deliveries from separate locations – this is done to ensure you receive your item(s) as quickly as possible. Please do not hesitate to contact us via the website messaging system if your entire order has not arrived to enquire where the rest of your order is.

Q) Can I change my delivery address?
A) We are unable to ship to a different address once it has been dispatched. It is the Buyers responsibility to ensure the delivery address details are correct.

Q) How can I cancel an order?
A) Please email us urgently via the website messaging system. If your order has not been processed, then we will cancel your order and issue a full refund back to you.

Q) I have cancelled my order, how long does it take for the payment to be returned?
A) Refunds are normally processed with 1- days. It can take up to 72 hours for your payment to be refunded back to your original payment method, (Not including weekends or Bank Holidays).

Q) I have returned my item. Where is my refund?
A) Our returns department aims to process all returns within 72 hours of receipt of your return. During busy periods such as major game releases and Christmas this can take a little longer. Please allow up to 5 working days for your return to be processed at these busy times. You will receive an email confirmation when your return & refund has been processed. Once your refund has been processed it can take upto 5 working days for your refund to revert back your original payment method.

Q) What time do you process orders until?
A) We process orders Monday-Friday upto 5pm (Excluding Bank Holidays).

Q) Can I personally collect my order from you?
A) Sorry we do not have a collection facility. All items include FREE UK delivery.

Q) Can I purchase multiple units?
A) We reserve the right to cancel any large or multiple quantity orders. Our listings are not for wholesale purchasing.

Returns:
To return an order, please contact us stating the item ordered & the reason for return.
Unwanted Goods
If you change your mind about your purchase you can return it to us, unopened & unused at your own expense within 30 days of receipt for a refund.
We are unable to accept returns after 30 days from the date of your order.
As per our policy Terms & Conditions, we cannot accept returns for non-faulty unwanted software/media, if they have been opened/unsealed.
Please ensure the item is securely packaged and include a copy of your order/return email or a note of your order number & email address.
Please ensure all returns are sent using Royal Mail Recorded Delivery. If goods are not sent back to us by recorded/tracked delivery and/or in case the goods are lost/damaged or not received, Game Trade cannot be held responsible for any loss sustained. If you are returning hardware or high value item(s) we advise you to send the product via a courier company or a Royal Mail service with extended insurance so you are adequately covered should the item be lost or damaged in transit. All unwanted goods must be returned full with all accessories, packaging etc in order to ensure your refund is processed back to you as quickly as possible.

Incorrect Items
In the unfortunate event that we send you an incorrect item you can return the product to us unopened & unused within 30 days of receipt for a full refund. We will issue a full refund back to you plus an additional £1.50 refund in lieu of any return P&P costs incurred. The refund will be processed back to you within 3 working days of receipt of the item.
Faulty Goods
If you believe your item is faulty we ask that you first contact the manufacturer for any assistance, troubleshooting or technical assistance. Details on how to contact the manufacturer can usually be found with the manual that comes with the product. The manufacturer will be able to offer the best possible advice to help you get your product working and diagnose any fault.
If diagnosed as faulty within the first month of purchase you may return the product to us for a replacement or refund (if the item no longer be available). If your purchase is older than 1 month please contact the manufacturer for assistance under the manufacturer’s warranty.
Please note we can only accept a faulty return if your item is returned complete, including all the original manufacturer’s packaging, accessories, printed materials, cables etc so please retain these. When returning a good please be as specific as possible about the fault on the returns so our returns technicians can attempt to replicate it. Please make sure the item is securely packed to avoid damage in transit. Usually the box/packaging in which the product was originally sent in can be used.
We are also only able to accept returns of products with an inherent fault and not items that are no longer operating due to neglect or other means of damage – e.g. disc scratching.
Please return all items using Royal Mail standard post, unless we request an alternative method of return. For returns found to be faulty we will of course issue a full refund back to you or offer a replacement item, (if stock is available).
FAULTY HARDWARE: For faulty hardware and larger/higher value items, please contact us to arrange a collection of your item. Due to the cost incurred in failed collections, if the machine is not ready for collection or the courier receives no answer on the arranged date you will be required to return the item at your own expense. Game Trade cannot accept any responsibility for any return postage costs if we are not contacted before you send your item back.
INTERNATIONAL FAULTY ITEMS: Please note that for International customers with faulty items you will need to contact the manufacturer directly for assistance with replacing the faulty goods, or return the item to us at your own expense for replacing.
Damaged Item
In the unlikely event that your item arrives in the post damaged, please contact us immediately via the ‘Contact Us’ section. If the case is broken, we may be able to simply send you a replacement case so you will not need to return the item & can start playing immediately.
Testing
All returns are sent to our technicians for testing. If any returned items are found not to be faulty or found to have been damaged/faulty due to negligence, we will return the item(s) back to you.
Returns Address
Please send all returns to the following address:

Game Trade Returns Department
42 Enterprise House
44-46 Terrace Road
Walton On Thames
Surrey
KT12 2SD
UK


Processing Time
Our returns department aims to process all returns within 72 hours of receipt of your return.
During busy periods such as major game releases and Christmas this can take a little longer. Please allow up to 5 working days for your return to be processed at these busy times.
You will receive an email confirmation when your return & refund has been processed.
Once your refund has been processed it can take upto 5 working days for your refund to revert back your original payment method.