Frequently Asked Questions (FAQ's)

Delivery

When will my order be despatched?

Consoles/EXPRESS Delivery (DPD Courier)

All in stock console/express orders placed before 3.30pm will be despatched the same working day (Monday - Friday). Console/express orders placed after 3.30pm Friday will be despatched the following Monday morning (Excluding Bank Holidays).

Software/accessories (Royal Mail)

All in stock software/accessory orders placed before 4pm will be despatched the same working day (Monday - Friday). Software/accessory orders placed after 4pm Friday will be despatched the following Monday morning (Excluding Bank Holidays).

How long does delivery take?

Consoles/EXPRESS Delivery (DPD Courier)

All Mainland UK orders placed before 3.30pm (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. Certain parts of the UK (N. Ireland, Channel Islands, Highlands) can take up to 3 days for courier delivery.

Software/accessories (Royal Mail)

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.

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.

Returns/Refunds

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

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.

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.

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 Simply Games. Delivery delays are very rare but when they do occur, please allow the appropriate amount of time for your game to be delivered.

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.

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 working hours of receiving the order. We can then investigate this issue with our warehouse and the delivery courier immediately for you.

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.

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Can I return my game?

Unopened games/consoles/accessories can be returned within 8 days of receiving your order. Any damaged items must be reported within 24 hours of receipt of your order.

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. 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 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.

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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 of 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

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.

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Payment Information

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.

Pre-Orders

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?

Payment for order 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 21 days of your order placed.

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 have merely 'reserved' the funds for us. This process is perfectly normal and is referred to as 'pre-authorisation'.

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.

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Other

Can I order via Telephone?

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

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