Simply Games - Frequently Asked Questions (FAQ)

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Your Frequently Asked Questions

Simply Games have a dedicated Customer Service Team who are here to answer any questions or help with any enquiries. However you may be able to find the answer to your question below:

How do I cancel an order?
What happened to my Simply Points?
I placed an order before October 21 2006. What happened to it?
I cannot remember my username or password
If I place a pre order, when will I receive it?
How much do you charge for delivery?
Can I send my order to a different address to my billing address?
How long do orders take to arrive?
My order hasn't arrived, what do I do?
How do I return an item?
What does my order status mean?
My order is "on hold" what does that mean?
What format are your games?

How do I cancel an order?

You can cancel an order at any time before your status shows as "In Despatch" or "Shipped". The cancel button is located in "Order Tracking". Once this action is confirmed by you the order is completely cancelled from our system. Your credit/debit card is only charged once goods go to the "In Despatch" status. At this point it is too late to cancel the order. If you do not want the goods, you will need to return the goods to us. Please see our returns policy for details.

What happened to my Simply Points?

The Simply Games business actually ceased to operate back in April of this year. We are delighted to have been able to acquire details of the existing customers for the new site but the information did not include the detailed history of ’Simply Points' and neither does our new technology operate a points-based system. Therefore, it has not been possible for us to carry these points forward and they cannot be used against future purchases. HOWEVER, we are trying to obtain details of customers’ Simply Points and once we have obtained this information we will be able to offer some form of compensation for the loss of any Points.

I placed an order before October 21 2006. What happened to it?

The Simply Games business actually ceased its operation back in April of this year. An entirely new managment team have now taken over the business and we launched our re-vamped site on October 21 2006. None of the people now in control of the business were in any way connected to the previous management of Simply Games or its parent company. Previous order history and potential commitments made by the owners of the previous business have not been carried forward. We are very sorry for any difficulties that this might cause but reaffirm that that the new management cannot be held responsible for any order commitments made before 21st October 2006.

I cannot remember my username or password

Receiving confirmation of your username and password is simple. Go to the login page and simply click on the link near the login details. Then follow the simple instructions and your details will be emailed to you. ALL details (except your username) can be amended within the site simply by clicking the ‘My Account’ button.

If I place a pre order, when will I receive it?

Simply Games normally receive stocks for pre orders 3-7 days before the release date and ship out in good time for you to receive the order in time for the release date. We always send our pre-ordered products using the priority (first class) service for added assurance that you will receive your order by the day of release.

How much do you charge for delivery?

ALL products being shipped within the UK mainland are delivered completely FREE OF CHARGE. We do charge for shipments outside of the UK mainland and our fixed charge is just £2.50 for software and small accessories. Please note that we do not ship large accessories or consoles to outside the UK.

Can I send my order to different address to my billing address?

We class your 'billing address' as the address your credit/debit card statements are sent to. This is the default address to which we send your goods. However, in some instances you might want to send the items you order to a different address (e.g. you might want to receive the goods at work, or you might want to send gifts directly to the recipient). Simply Games are happy to do this for you at no extra charge - all you do is complete the relevant details in the checkout process. Please note that we do insist on sending your first order to the billing address that you give us at registration. This is for security purposes and we do reserve the right to send other orders you place with us to your billing address at our discretion.

How long do orders take to arrive?

All orders of items displaying 'In Stock' are usually shipped within 24 working hours. We use a number of delivery services including First Class post and Recorded Delivery, ensuring speedy delivery. Most orders are therefore received within 2-3 working days. Where this differs, the site will indicate that the product is ‘usually despatched in 2-3 days'. In these cases you should expect to receive your product in 3-5 working days.

If you are ordering from outside the UK mainland, your goods will usually be shipped via Airmail and normal delivery is 5-7 working days.

Please note: ALL Consoles (including handheld consoles) are shipped via courier. This ensure swift and secure delivery and will require a signature upon delivery.

My order hasn't arrived, what do I do?

Delivery for orders to the UK mainland is usually achieved in 3-5 working days. However, we do have to allow Royal Mail 10 working days to deliver. Therfore please allow 10 working days (20 working days for Europe) after despatch before contacting us - whilst we appreciate that this is not always ideal, this is the how long Royal Mail require before they will begin tracing a product.

It is rare but if your order has not arrived 10 working days after you ordered it (20 working days for Europe), please contact our Customer Service Team and we will raise an investigation with Royal Mail. Simply Games will keep you updated on the order at all times. Your custom and your orders matter to us!

How do I return an item?

Before returning any item to us, please ensure that you read our returns policy in detail. All returns must comply with this policy.

What does my order status mean?

"In Progress" means that your order has passed our pre-authorisation check and is waiting to be despatched.

"In Despatch" means that your order is currently being packed and about to be shipped.

"Shipped" means that your order has been collected by Royal Mail / courier and is on its way to you.

My order is "on hold" what does that mean?

If your order status shows as "on hold" please contact our Customer Service Team as soon as possible. We may need to verify some card or address details.

What format are your games?

All items we sell on our Website and brand new and direct from the publishers. All our games and consoles are PAL format and can be used within the UK and Europe. Our electrical products feature standard UK 3-pin plugs and have CE accreditation.

Customer Service

Simply Games endeavor to respond to all emails within 48 hours within the working week. We do occasionally find that some of our reply emails have trouble getting through to the recipients email box. This is usually due to anti-spam / junk firewalls (or other such filters) and you may need to update any such software in order to receive emails from us. However, you will also note that we ask for your phone number when you email us. If we have difficulty reaching you, we may simply pick up the phone. The Customer Service Team at Simply Games are always pleased to speak with their customers!


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