FAQs / Contact

Frequently Asked Questions 

  • Delivery
  • Returns/Refunds
  • Cancellations
  • Digital
  • Product Information
  • Payment Information
  • Pre-Orders
  • Other
  • Contact GamersShop.co.uk


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

Royal Mail 1st Class – Free Delivery – 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 within 1-3 working days.

Royal Mail Tracked 24* – You can add this at checkout for an additional £3.99. – 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 aim to 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.

YODEL Courier Delivery* – All Yodel orders placed before 3pm (Monday – Friday) aim to deliver the next working day unless stated otherwise. You will receive additional delivery information directly from Yodel shortly after your order has been dispatched. Please note that we are currently only able to ship courier items within the Mainland UK (excluding the Scottish Highlands).
*Please note that these services do not guarantee next-day delivery. especially if there is a backlog of deliveries on Black Friday weekend. In most cases, please expect to wait for up to 5-7 working days. If you are not happy about this, please request a refund, and we will be happy to refund your money.

Please note that these services do not guarantee next-day delivery.

Do you ship internationally?

Yes. Using UPS and other international courier services.


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.

YODEL 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.

*Please note that these services do not guarantee next day delivery.

My goods have not arrived within the timescales specified above, what do I do?

If your order has not arrived within the timeframes specified above, please contact our customer service team, and they will be able to look into this further for you. They will provide you with a form that we will use to investigate the issue with your order with the courier and once the investigation has been concluded, if your item has been delayed, lost, or misrouted by the courier, then we will provide you with either a full refund or a replacement item depending on your preference.

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 the despatch date) to pass BEFORE you open a PayPal Dispute relating to the said purchase. This forms part of the purchase contract with GamersShop. 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 GamersShop within 14 days of your order being dispatched if you have any problems with your order and non-delivery.

My goods arrived damaged?

If your goods arrive damaged, please contact our Customer Services Team within 24 hours of receipt of the items – Our team will then authorise the return of your item and we will refund the cost of returning the goods in line with our email authorisation. 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?

Unwanted items (that are still brand new and sealed) can be returned within 14 days of receiving your order – Please return your order to the following address: TGS (your order number), The Gamers Shop, 15 Ingestre Pl, London W1F 0DU. The cost of returning unwanted goods is the responsibility of the customer. Please note that any damaged items must be reported to us via email 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?

Any unwanted returns will be refunded in full minus any additional shipping charges (Courier/Tracked 24 delivery) within 2 working days of us receiving the return. The money will then show up 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 via email within 28 days of receipt of the goods for a full refund or replacement. Once you contact us via email, we will be able to provide you with either a free returns label or a free collection of your item. 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.


How can I cancel my order?

Orders can be cancelled up until the point that payment is captured prior to dispatch. 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. 

NOTE: You cannot cancel your order if it has been marked for delivery and sent to the couriers. Nor, can your order be cancelled if its been marked as completed by the system. Please check the sytem if your order has been marked as completed or it’s still being processed. 

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.

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.

What condition is your stock?

The majority of our stock is brand new and sealed directly from the publishers – If an item is pre-owned, this will be stated within the description.

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.


When will my order be dispatched?

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

When will payment be taken?

Payment for your order will be captured up to 7 days before 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 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’.


We may run competitions from time to time on our website or social media platforms. Alongside the competition entry conditions, the follow applies to all competitions ran by GamersShop:

– All competitions ran by GamersShop.co.uk or any social media platforms linked to GamersShop.co.uk are created by GamersShop.co.uk.

– Entry to the competition will only be valid if the rules stated on the competition have been followed.

-To be eligible to enter any GamersShop competitions, you must have a  Gamers Shop account.

– The winner will be chosen at random from all valid entries.

– There is no cash alternative to the prize and this is not transferable.

– The winner will be connected within 7 days of the competition ending and will be notified via their entry route (e.g social media or email) – The winner has 7 days to claim their prize after notification.

– Please note that the winner’s name/social media username may be used for publicity when the competition winner is announced.

– GamersShop.co.uk reserves the right to substitute a prize of equal or greater value should circumstances outside its control make this necessary.

– GamersShop.co.uk reserves the right, at its sole discretion, to eliminate or disqualify any entries or entrants that it regards as being in breach of these terms and conditions or the spirit of the Promotion. Those who try to circumvent the entry process and/or entry instructions by any method, will be disqualified and any prize award will be void.


External promotional discount codes (such as those provided by content creators, influencers or third party sites as a collaboration), are only valid during the promotional period as announced by said promoter and are valued at 10% off of 1 order per customer up to the value of £50.

Contact Us

Please contact our Customer Service team via contact page.

Returns Address

TGS (Your order ID), The Gamers Shop, 15 Ingestre Pl, London W1F ODU, UK.


You can either email our Customer Service team via email: customerservices@gamersshop.co.uk
Or alternatively, you can contact us via post: FAO Customer Service Manager, The Gamers Shop, 15 Ingestre Pl, London W1F 0DU, UK

If the above FAQ’s do not answer your questions please contact us here

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