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Website Help

Your shopping experience with SimplyGames should be enjoyable and simple. This page contains information designed to help and guide you:

1. Shopping with SimplyGames

2. Delivery Policy

3. Returns Policy

4. Pre-Orders

 
 
 
8. Recycling Policy


 
 
 1. Shopping with SimplyGames

Who are we? Originally launched in 1998, SimplyGames is one of the longest-established online retailers of video games. In 2009 we were voted in the top 5 of UK online video game retailers. We despatch thousands of orders every week and have hundreds of thousands of satisfied customers. SimplyGames has won acclaim with customers and suppliers alike and in 2008 and we were given a glowing report in 'Web User' Magazine with a 4/5 rating. SimplyGames is a leader in its field and at the heart of everything is our focus on value and customer service.

Registration – You will need to register before making a purchase from SimplyGames. The process is very simple and once complete, you will be able to place and track orders and view your orders and settings in ‘My Account’. If you do not log in during your visit to the site you will be prompted to do so during the checkout process. Your details are kept securely by us and not shared with anyone at any time.

Ordering and Checkout – Our site is conveniently divided up into different games formats. Each format page then feature sub-sections such as ‘Consoles’, ‘Chart’, ‘Accessories’ etc. We have a sophisticated ‘Search’ engine which can be used by typing all or part of a product name into the box on the left hand side and clicking ‘Search’. When you have found the product you want simply click the ‘Buy’ button. That adds the goods to your basket. When you have finished shopping, click the ‘Checkout’ button and you will be guided through the secure payment process. All of our prices shown are inclusive of VAT. SimplyGames Limited is a UK VAT registered company and our VAT Number is 921 964511.

Security - We operate the very highest levels of internet and data security systems available. We are ISIS and ISID accredited. Any time you enter personal details on our Website, whether it is your name and address or your credit card details, our Website is in ‘Secure’ mode. This means that your browser encodes what you type, and our server decodes it. We operate the Internet standard 'Secure Socket Layer' system (“SSL”) and it works - every reputable Website uses it and you can tell you are in secure mode when a little padlock appears on the bottom of the screen. To double-check the validity of this SSL system, double-click the padlock icon on the bottom left of your browser window. All orders are subject to detailed security checks, which we do to minmise our exposure to credit card fraud. We use various credit agencies to enhance these security checks and some of your data might be exposed to those agencies, which may keep a record of them.

If you are a UK resident using a UK-issued card for a transaction over £100, Section 75 of the Consumer Credit Act 1974 protects you. This law says that if a trader defrauds you, the credit card company is equally liable for the debt, which means basically that they will refund you if an unauthorised charge is made to your card.

Forgotten your password? – Simply click here and we will re-send it to you, or you can request it when signing-in.
 
B2B, Promotional Supply and Drop-shipping - We offer a very wide range of B2B services and cater for all types of requirement. From large-scale national promotions through to individual drop-shipping, whatever your requirement we will be able to manage it. We've years of experience which include working with several multi-national businesses and brands. For a direct return call from one of our B2B representatives please contact our Customer Services Team.
 

 2. Delivery Policy

Delivery is FREE on all software and most accessories within the UK. Overseas software orders incur a charge of £2.50 for the first item and £2.50 for each additional item. We use a combination of First Class post and Recorded Delivery on all software deliveries.

Consoles orders and certain large accessories (such Wii Fit) are always sent by next (working) day courier. Console orders in the UK attract a small charge of £5.95. There are some UK locations that will attract a higher delivery charge of £15.85 these locations generally include the Scottish Highlands Channel Islands and Northern Island. International console orders carry a charge of £19.95 (+£10 for each additional console) - please see details on international shipping below.
 
Products sent via ‘Recorded Delivery’ or by courier will require a signature.
 
International Deliveries - CONSOLES and SoftwareWe ship software AND consoles to many international countries.
 
INTERNATIONAL Orders for Software can be sent to - Austria, Australia, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece (including Islands), Hungary, Luxemburg, Malta, Netherlands, Poland, Portugal, Republic of Ireland, Slovakia, Spain (including Islands), Sweden, Switzerland, Uruguay. These orders incur a charge of £2.50 for the first item and £2.50 for each additional item. Most international orders are shipped via 'Signed For' International Post.
 
INTERNATIONAL Orders for Consoles can be sent to - Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Luxemburg, Netherlands, Poland, Portugal, Republic of Ireland, Spain (including Islands), Sweden. These orders incur a charge of £19.95 for the first console and £10 for each additional console. International Console orders are shipped via courier and will require a signature. We expect to deliver International Console orders within 2-4 working days.
 
EXPRESS DELIVERY! Want your order quickly? Want guaranteed next-day delivery? On certain orders we can offer EXPRESS delivery (which guarantees next working day delivery via courier). This service if offered on software and accesssories (where ALL items in your order are 'in stock'). It is only £3.99 for the ENTIRE order - UK Only. You select this service during the checkout process
 
 
Timescales – Products described as 'In Stock' will be shipped the same day if your order is placed BEFORE 3pm. Orders placed after this time will be shipped the following working day. Consoles are shipped via next (working) day courier (usually DPD or Parcelforce). Other products will usually be received within 2-5 working days. Games marked as ‘Limited Availability’ will usually take 1-2 weeks to be delivered. PLEASE NOTE: MISSING OR DELAYED ORDERS – WE HAVE TO WAIT UNTIL 10 WORKING DAYS HAVE PASSED (FROM DESPATCH OF GOODS) BEFORE BEING ABLE TO TRACE, CHASE OR REPLACE ORDERS. THANKS.

Delivery to alternative addresses - 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 a recipient). SimplyGames 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: We do require that your first order is sent to the billing address. 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.

Non-Deliveries / Lost in Transit Orders
 
Thankfully our orders very rarely go missing. This is partly due to the tight tracking measures we have in place. Before contacting SimplyGames to report an order missing please take the following steps:

1. Login to your SimplyGames account and check the status of your order;

2. Ensure that you have allowed 10 WORKING days for the order to be delivered (20 WORKING days for International orders);

3. Contact your local Sorting Office – they may be holding your order. You can find your nearest Sorting Office by calling Royal Mail on 08457 740740
In the unlikely event that your order has been lost in transit, we will do our best to replace it as soon as possible (depending upon product availability).

Next Steps

So long as the required number of working days (10) has elapsed then print out our ‘Order Missing in Transit Claim Form’ below and complete it, remembering to include your signature. Please note this applies to UK Royal Mail orders only. For queries on International or Parcel Force orders please contact Customer Services.

Final Stage

Please post your SIGNED Claim Form back to “SimplyGames, PO Box 151, St.Ives, Cambs PE27 9BD or scan and email it to customer-services@simplygames.com

IMPORTANT - Claims WILL NOT be processed without a valid signature from owner of the credit card or Paypal account used to process the order. You may only claim for ‘lost in transit’ deliveries for up to a maximum of 35 days from the despatch date.

Please note that our use of ‘Scanned and Tracked’ service means Royal Mail may contact you in connection with your claim.

Download Our Lost Order Claim Form Here

Courier / Express Deliveries

Where you have paid extra for your order to be shipped via our Express or Courier Service we will reimburse you the carriage costs if the delivery has not been made / attempted within 2 full business days of dispatch - this applies to UK mainland delivery addresses only. Orders shipped via courier require the customer's signature upon delivery and cannot be released by the driver without this.
 
 
 
 3. Returns Policy

Cancelling an order - You can cancel an order at any time before your status shows as "Shipped". The cancel button is located in "Order Tracking" within ‘My Account’. Once thisaction is confirmed by you the order is completely cancelled from our system. Payment will not have been taken at this stage.

 

Returns Procedures - To return goods, please contact our Customer Services Team to request a ‘Returns Authorisation’ number. Goods should not be returned without this number.

In your email to request an RA, please complete all boxes to ensure that we have the right details, including the reason for the return. Your RA number will be issued (with a returns address) on application.

Please note that you will be responsible for all costs of returning the goods to us unless we deliver an item to you in error or the item is faulty. Please ensure that goods are returned within seven working days of you receiving your Returns Authorisation from us.

Faulty Goods / Incorrect Goods Delivered – You will be offered a replacement or full refund once we have received the returned goods and tested them. Any item returned as faulty that appears to us to be operationally sound (or faulty as a result of any form of misuse) will not be approved for refund or replacement. Please refer directly to the manufacturer's warranty if your console develops a fault more than 28 days after purchase. Any items believed to be missing from your delivery / incorrect items delivered must be reported within 3 days of receipt. All of our goods are shipped in brand new sealed condition. Any goods that arrive damaged or with broken seals need reporting to us within 3 days of receipt.

Unwanted Items – You can cancel your purchase contract with us at any time within 8 days of receiving the goods. Once returned software and accessory orders will be refunded in full and console and larger accessory orders will be refunded minus the original £5.95 courier charge. Games software must be unopened and unused to qualify for a refund. All returns are checked and tested - if your return is found to be used or opened, we are within our rights to refuse a refund. Note: Please do NOT just refuse to accept a delivery from us rather than going through the simple Returns process. Any goods that are refused remain your responsibility and if those goods are subsequently lost in the postal system, the full cost will remain your responsibility.

Console Returns - Games Console Bundles (i.e. consoles that are ordered as a bundle packaged with games) MUST be returned in their entirety. Please note that ALL consoles shipped out from SimplyGames have their specific Serial Number recorded against your order reference. These numbers must match in order for a console to qualify for a return / refund.

Returns Policy Summary - If you need to return your goods please follow our 3-Point Returns Policy:

1) Any product can be returned for a refund for whatever reason as long as the product is returned in its original condition and we are notified within 8 days of you receiving it. This does not include games which have been sold as part of a console package. Please ensure that products have unopened packaging and/or seals, unless the item is faulty.

2) A Returns Authority number is required BEFORE any goods are returned. This can be requested by email

3) Unwanted games must be returned unopened and unused. Items returned as faulty will be checked thoroughly. All console seriel numbers are recorded!
 

 4. Pre-Orders

You can pre-order games (i.e. order games before their release date) with SimplyGames. We normally receive stocks for pre orders 3-7 days before the release date and ship out in good time for you to receive the game in time for its 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. Your card is not charged until the goods leave our warehouse. You can cancel pre-orders at any time before the order is marked as ‘Shipped’.
 

 5. Fraud Prevention

SimplyGames is a highly secure site (protected by some of the best internet security systems) and we take fraud very seriously. This is written for those who think we might be a worthy target! SimplyGames makes every possible effort to detect fraud. We are especially careful with console purchases and we are successful at identifying transactions which are fraudulent. Once detected, we immediately inform our Bank's internal security team and we report some incidents directly to the Police. We will NOT tolerate fraud and we will do everything we can to reduce it. We hope that our genuine customers understand and agree with this tough stance.

ALL Consoles (including handheld consoles) and most orders with a value of £50 or more are sent via either Recorded Post or courier service. This ensures swift and secure delivery. These deliveries will require a signature.
 
 
6. Insurance Replacement and Corporate Promotions
 

SimplyGames offer a range of solutions for companies involved in the Insurance claims/replacement and corporate promotions. We already trade with some of the largest practitioners in these markets and would be pleased to discuss your requirements. Please contact us through Customer Services giving a brief description of the type of service you require.

 

 7. Contact Us

SimplyGames endeavors to respond to all emails within 24 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! Contact us here.
 

8. Recycle your old console

If you're buying a new games console from SimplyGames, we will recycle your old one for free.
 
Please do not throw electrical equipment in your bin, this is because:
  • Unwanted electrical equipment is the UKs fastest growing type of waste
  • Many Electrical items can be repaired or rycycled, saving natural resource and the environment
  • If you do not recycle electrical items they will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health
EU and UK regulations require us to collect as much WEEE as possible for treatment, recovery/re-use and environmentally sound disposal.
You can play an important part by ensuring that your old equipment is given to a take-back or recycling scheme and not thrown out with your household rubbish!

As a responsible retailer, we have met the requirements placed on us by offering all customers buying new electrical equipment from SimplyGames, to have their old similar equipment recycled for free. All you need to do is send us your old unwanted product and upon receipt we will arrange for it to be recycled. Unwanted items should be returned for recycling within 28 days of purchasing your new product.
All electrical or electronic equipment made after August 2005 should display the crossed-out wheelie-bin symbol to remind you not to throw it the bin.
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© 2014 Simply Games Limited. Terms. Privacy Statement. Company No: 05086506
Registered Address: 78 Tenter Road, Moulton Park Industrial Estate, Northampton, England, NN3 6AX.

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