Frequently Asked Questions (FAQ's) / Help / Contact Us

When will my order be despatched?

All in stock orders placed before 4pm will be despatched the same working day (Monday – Friday) Orders placed after 4pm Friday will be despatched the following Monday morning (Exluding Bank Holidays).

How long does delivery take?

ROYAL MAIL 1ST CLASS/Recorded - All orders placed before 4pm (Monday – Friday) will be despatched the same day using Royal Mail 1st Class Post, providing all items are in stock. Once despatched they will usually arrive within 1-3 WORKING days.

Courier/EXPRESS Delivery - All orders placed before 4pm (Monday – Friday) will be delivered next WORKING day via our courier (DPD). You will receive additional delivery information directly from DPD shortly after your order has been despatched.

CD Key Download - CD Key(s) are sent to customers via email within 9 minutes of the order being processed (successful clearance of payment). Delivery and opening of emails is tracked for security reasons.

Do you ship internationally and how much does it cost?

We ship to the majority of Europe and a selection of worldwide destinations. A full list of shipping destinations is available when signing up to SimplyGames.

International shipping is charged at £2.50 per game and £19.95 per console.

My goods haven’t arrived, what do I do?

ROYAL MAIL 1ST CLASS/Recorded - Items will usually arrive within 1-3 working days. In the unlikely event that delivery is not made within this time frame, Royal Mail require 10 WORKING days to pass before we can investigate any delays with them. Please allow 10 WORKING days before contacting us regarding non delivery. NOTE – International orders require 20 WORKING days before contacting us regarding non delivery.

Courier/EXPRESS Delivery - You will receive a tracking number once your order has been despatched. This will allow you to track your delivery progress. If your order is not delivered within 2 WORKING days (UK Mainland) click here to contact us directly.

My goods arrived damaged?

If your goods arrive damaged you will need to get in touch within 24 Hours of receipt of the items to receive either a replacement or a full refund. Please click here to get in touch.

Does my order come with tracking details?

Orders sent via Royal Mail 1st Class/Recorded delivery do not come with a tracking number. All Courier/EXPRESS orders come with a tracking number that our courier (DPD) will email to you once your order has been despatched.

Does my order have to be delivered to my billing address?

Your first order must be delivered to the billing address (i.e the address where your credit/debit card is registered). Following a successful delivery of your first order, you can update the delivery address within the checkout when placing subsequent orders.

Can I return my game?

Unopened games/consoles/accessories can be returned within 8 working days of receiving your order. Any damaged items must be reported within 24 hours of receipt of your order. Please check our full returns policy for more information.

I have returned my game when do I get my refund?

Returned orders will be refunded in full minus any additional shipping charges (courier/EXPRESS delivery at £5.95) within 48 hours. The money will then show back your account within 3-5 working days.

My item(s) appear to be faulty, what do I do?

Faulty items need to reported to us within 28 days of receipt for a full refund or replacement. Items deemed to be operationally sound (or faulty as a result of any form of misuse) will not be approved for refund or replacement. Please click here to get in touch.

My goods arrived damaged?

If your goods arrive damaged you will need to get in touch within 24 Hours of receipt of the items to receive either a replacement or a full refund. Please click here to get in touch.

Can I return an Instant CD-key?

Due to the nature of CD keys they are non-refundable once they have been sent out via our automated email system.

How can I cancel my order?

Orders can be cancelled up until the point of payment authorization by your bank. To cancel an order you will simply need to login to your account area and click on ‘Outstanding orders’ to the left hand side of the screen.

My order has shipped, can I still cancel?

Once your order has been marked as shipped it will need to be sent back to us as a standard return. More information on this can be found under our returns/refunds heading.

Downloadable content (DLC)

Some Pre-order titles come with extra downloadable content (DLC). We always update the product description and title to reflect this where applicable. If we do not mention any extra downloadable content in the product description or title then the stock that we are pre-selling does not come with the extra downloadable content.

Is all of your stock new?

All stock at SimplyGames is new and unused. We do not sell any pre-owned your refurbished items.

In-game Languages

The vast majority of games that we sell will play in most European languages. However we cannot guarantee the exact list of languages for each game. For more specific information you will need to consult the publishers official website.

When is payment taken for my order?

Payment for your order will be taken for all in stock items within one hour of your order being placed. Within this time our banks will carry out various security checks to ensure your order is not linked to any fraud activity.

How long do refunds take to show in my account?

Returned orders will be refunded in full minus any additional shipping charges (courier/EXPRESS delivery at £5.95) within 48 hours. The money will then show back your account within 3-5 working days.

Why was my card declined?

The most common cause of a card being declined is that the billing address details used on your order do not match either your registered card address or your delivery address.

Payments using existing card details

If you have successfully made a payment via our credit/debit card gateway you will be able to reuse these card details on your next transaction by clicking ‘Use this card’. If you wish to use a different card you will simply need to click the ‘New card’ button on the payment page. Note: We do NOT store ANY credit/debit card details on our system for security reasons.

When will my order be despatched?

Your pre-order items will usually be despatched for delivery 3-4 days before the official release date.

When will payment be taken?

Credit/Debit Card Payment for pre-orders will be taken 3-4 days before the official release date once we have the items in stock and ready to ship. Payment for orders placed using PayPal will be captured when we dispatch your items unless your order was placed more than 28 days before the official release date. In this case your payment will be captured within 28 days of your order placed.

Does my pre-order come with any extra downloadable content (DLC)

Some Pre-order titles come with extra downloadable content(DLC). We always update the product description and title to reflect this where applicable. If we do not mention any extra downloadable content in the product description then the stock that we are pre-selling does not come with the extra downloadable content.

Can I order via Telephone?

We are unable to take orders over the phone, therefore all orders should be placed via the website.