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Frequently Asked Questions (FAQ's)

Delivery

When will my order be despatched and how long does delivery take?

Royal Mail 1st Class – All orders placed before 3pm (Monday - Friday) will be despatched the same day using Royal Mail 1st Class Post. Once despatched you will be able to check your shipment number via your account (this will not update until delivery has been attempted). Royal Mail aim to deliver this within 1-3 working days.

Royal Mail Tracked 24 – All orders placed before 3pm (Monday – Friday) will be despatched the same day using Royal Mail Tracked 24. Once despatched you will be able to check your tracking number via your account – This will enable you to track your order and Royal Mail will deliver this within 24 hours of despatch for mainland UK orders (excluding the Scottish Highlands).

Please note: If your order shows as Royal Mail Tracked 24 Delivery during checkout but contains multiple items that will be despatched separately (i.e., Pre-Orders with different release dates), your items may be shipped via Royal Mail 1st Class delivery unless you have paid to upgrade to Royal Mail Tracked 24 delivery.

DPD Courier Delivery – All DPD orders placed before 3pm (Monday - Friday) will be delivered the next working day unless stated otherwise. You will receive additional delivery information directly from DPD shortly after your order has been despatched. Please note that we are currently only able to ship courier items within the Mainland UK (excluding the Scottish Highlands).

Do you ship internationally?

Due to the UK’s departure from the European Union and international postal delays, we have taken the decision to stop shipping internationally. We will keep reviewing this position with the hope to reintroduce this again in the future however we currently do not know when this may be.

Returns/Refunds

My goods have not arrived, what do I do?

Royal Mail 1st Class – You will be able to view your Royal Mail 1st Class shipment number via your account area (the tracking details will update once delivery has been attempted). Royal Mail 1st Class 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.

Royal Mail Tracked 24 – You will be able to view your Royal Mail Tracked 24 tracking number via your account and view the full tracking information on the Royal Mail website to track your delivery progress. If your order is not delivered within 2 WORKING days (UK Mainland) click here to contact us.

DPD Courier 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.

PayPal - Item not received dispute

As Part of your terms and conditions of purchase, you agree to allow the above timescales (i.e., 10 working days after despatch date) to pass BEFORE you open a PayPal Dispute relating to the said purchase. This forms part of the purchase contract with SimplyGames. Delivery delays are very rare however they can occur so please allow the appropriate amount of time for your game to be delivered.

Please note: You must notify our Customer Service Team at SimplyGames.com within 14 days of your order being despatched if you have any problems with your order and non-delivery.

My goods arrived damaged?

If your goods arrive damaged, you will need to contact our Customer Services Team within 24 hours of receipt of the items. Please click here to get in touch.

My order arrived incomplete?

If your order arrives and one or more items are missing, then you need to contact us to let us know within 24 hours of receiving the order. We can then investigate this issue with our warehouse and the delivery courier immediately for you.

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 or PayPal account is registered). Following the successful delivery of your first order, you can update the delivery address within the checkout when placing subsequent orders.

Can I return my purchase?

Unopened games/consoles/accessories can be returned within 14 days of receiving your order. Any damaged items must be reported within 24 hours of receipt of your order. For digital goods please read below.

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

Returned orders will be refunded in full minus any additional shipping charges (Courier/Tracked 24 delivery) within 2 working days hours. The money will then show back in your account within 3-5 working days.

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

Faulty items need to be reported to us within 28 days of receipt for a full refund or replacement. Items deemed to be operationally sound or faulty due to any form of misuse will not be approved for refund or replacement and will be returned to you. Faulty Consoles need to be returned to us in their original boxes with matching serial numbers and including all original box contents (Power adaptor, HDMI lead, controller etc). Please click here to get in touch.

Cancellations

How can I cancel my order?

Orders can be cancelled up until the point that payment is captured prior to despatch. To cancel an order, simply login to your account area and click on 'Outstanding orders' to the left-hand side of the screen. If you are unable to cancel your order, then please click here to contact our Customer Services team to request that we do this for you.

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 an unwanted return. More information on this can be found under our returns/refunds heading.

Digital Orders

How will I receive my digital order?

All digital orders are sent via email to the email address selected at checkout. This is usually delivered within minutes of the order being placed depending on valid payment/successful security checks.

Can I cancel my digital order?

Due to the nature of digital products, orders cannot be cancelled on the website. If you would like to cancel your digital order then we would recommend calling our Customer Services team on the following number to see if this is possible: 0333 344 8646 – We are open 9am-5pm Monday to Friday, excluding Bank Holidays.

Can I return my digital order?

Due to the nature of digital products, we cannot cancel or refund your order once you have received the redemption email. If you experience any issues redeeming your code you will need to contact the owner of the platform (Sony, Microsoft, Steam, Nintendo) directly.

Product Information

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 your stock new?

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

In-game Languages

Most of the games that we sell will play in most European languages however we cannot guarantee or provide the exact list of languages for each game. For more specific information you will need to consult the publisher’s official website.

Payment Information

When is payment taken for my order?

Payment for your order will usually be taken within one hour of your order being placed unless you have ordered a Pre-Order item. 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?

Any refunded payments will show back in 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. If your card is declined, then you may receive an email from us inviting you to update your payment details on the order via your account on the website.

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.

Please Note: We do NOT store ANY credit/debit card details on our system for security reasons.

Payments using PayPal 'Pay In 3'

For more information about PayPal 'Pay In 3' please click here.

Pre-Orders

When will my order be despatched?

Your pre-order items will usually be despatched for delivery 1-2 days prior to the official release date.

When will payment be taken?

Payment for your order will be captured 2-3 days before we despatch 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 being placed if you paid with PayPal or within 90 days of your order being placed if you paid using Debit or Credit Card.

Please note: Although we DO NOT immediately capture the transaction, some banks reflect the value of the order against your available balance immediately. In this case we have not actually captured the payment; the bank has merely 'reserved' the funds for us. This process is perfectly normal and is referred to as 'pre-authorisation'.

Other

Can I order via Telephone?

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

If the above FAQ's do not answer your questions please click here...