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Frequently Asked Questions

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Online FAQs Online FAQs
Instore FAQs Instore FAQs
Download FAQs Download FAQs

Online FAQs

Q - Where is my order?
A - When you complete an order at GAME.co.uk, you will be taken to a confirmation screen, which amongst other things presents an Order Number. This can be used to check on the progress of your order up until it is despatched. You can also find this number on your Order History page. You can navigate here via your Account Admin under the heading 'Your Orders'. This will only work if you were logged into your account when you placed your order.
Please Note: Only Next Working day deliveries and orders over £100 are trackable. Items ordered with free UK delivery cannot be tracked once they have left our warehouse.

Q - Do you accept PayPal?
A - Yes, we now accept PayPal as a method of payment.

Q - How do I return an order?
A - If you wish to return an item that is still sealed and in mint condition, please post it, in its original packaging, to:
Returns
Game Retail Limited
Unity House
Telford Road
Basingstoke
Hampshire
RG21 4YJ

Alternatively, you can return goods bought online to your nearest GAME Store. When returning an item to store, you must have the original invoice supplied with your product, and also have your credit or debit card used for the original purchase with you for the Store to process the refund. If you purchased a 'bundle deal' all parts of the bundle must be returned. Please be aware that online orders purchased by PayPal cannot be returned to GAME Stores and must be returned via post. If you wish to return a product that is faulty, please email customerservices@game.co.uk with your order number, address and issue with the item and we will provide the free returns information.

Q - What delivery options do you offer? And How long is delivery?

Delivery Type Delivery Time Cost
UK orders up to £74.99  (Royal Mail untracked) 1 to 2 business days FREE
UK orders £75-£149.99 (Hermes Tracked) 2 to 3 business days FREE
UK orders over £150 (DPD Tracked) 1 business day* FREE
UK orders Express (Paid Upgrade - DPD Tracked) 1 business day* £4.95 per order

International Delivery Times & Costs

Country Method Delivery Time Cost
Europe Royal Mail 3 to 5 business days £2.95 per order
Australasia Royal Mail 4 to 6 business days £4.95 per order
USA & Rest of the World Royal Mail 4 to 6 business days £4.95 per order

Q - Will my preorder be with me on release date?
A - We will post your preordered item to you prior to release via your chosen delivery method. The vast majority of preorders arrive for the day of release. However we cannot guarantee delivery by release date for standard Royal Mail deliveries, because Royal Mail cannot make this guarantee. We cannot always guarantee that Limited Edition items or some Hardware will be available for delivery on the day of launch, but we will keep you informed if any issues arise.

Q - How do I get a Reward Card?
A - The GAME Reward scheme is now available via the GAME Reward App on selected smartphones. Details on how to download the app can be found here. Alternatively, you can still register for a card online or in-store.

Q - How do I get the GAME Reward app?
A - You can download the app by searching GAME reward in your app store.

Q - How do I link my Reward Card to my account?
A - In order to link your Reward Card to your account you will need to log in to your account on the webpage. Under the your account button on the blue banner you will find a section called Rewards. You can link your card here. If you have any issues contact customer services and they will be happy to help.

Q - How can I check my Reward Card balance?
A - If you have the GAME Reward App on your phone, you can check your balance there. Alternatively, you can link your Reward Card to your online account in order to see your balance in the Rewards section of your account, or simply pop into store.

Q - How can I get a replacement card?
A - If you require a new GAME Reward card, please visit your local store where your details can be transferred to a new card, or register your details on the GAME Reward App. Details of your local store can be found on our Store finder.

Q - Why has my download order not been delivered?
A - Please be aware that download orders, like any other orders, are subject to authorisation checks, so there may be a delay in sending your activation email. In the event that you do need to be re-sent an activation code, just visit My Downloads and enter the email address registered to the GAME.co.uk account you used to purchase the download. This will bring up a list of all the downloads you'™ve ever bought from us.

Q - Can I return a download order?
A - Once you have completed your purchase of a downloadable item, we can't issue a refund. This is because receiving your activation email is similar to opening a physical box. As such we can't issue refunds based on your inability to meet system or regional requirements, or lack of enjoyment while playing the game. This does not, however affect your statutory rights under UK Law.

Q - Are prices the same in store and online?
A - Our prices may differ between store and online.

Q - Can I use my gift card online?
A- Yes, you simply need to use the 19 digit gift card number and the 4 digit pin (under the scratch panel) at the checkout. If your card does not have the scratch panel you can go to store and they can issue a new card for you.

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Instore FAQs

Q - Are prices the same in store and online?
A- Our prices may differ between store and online.

Q - Can I use my Reward Card in store?
A - Yes, if you wish to redeem the points you will either need your Reward Card or the GAME Reward App. If you want to add points you can do this by giving your postcode at the cash desk.

Q - Can I buy download items in store?
A - Yes, you can buy download items in store. These range from points and credit for your console to full games for you to enjoy. For full details visit your local store.

Q - Can I buy a gift card in store?
A - Yes, you can buy a gift card with a value of your choice at the cash desk, this can then be redeemed in-store or online.

Q - Can I trade in my games and hardware?
A - GAME accepts most consoles, games and gaming accessories. However, trade-in items are always at the discretion of the Store Manager. For further information, we recommend contacting the store that you wish to trade with.

Q - What value will I get for my items?
A - To find out the value of your items you can either take them to store or use our online price checker which can be found here.

Q - Will GAME beat any competitors' trade-in price?
A - GAME stores will beat any trade-in price offered to the general public by a local competitor by £1, within a one mile radius and within a 24 hour period. This excludes trade-in prices offered via email or online. Trade-in offers are open to members of the public only and GAME reserves the right to refuse any offer to anyone believed to be representing a trade buyer. The trade-in price match cannot be used in conjunction with any other trade-in offer. The Manager's Decision is final.

Do I need ID to trade in?
A - If trading in for cash you will need 2 items of ID. One with a photo and one with an address dated within 3 months.

Can I get my disc repaired in store?
A - Yes, we offer a disc repair service in our stores, this is at £2.99 per disc.

Can all discs be repaired?
A - Most scratch-damaged discs can be repaired; but discs suffering other types of damage or excessive scratching can't be.
Here's how to spot a disc that's beyond repair:
• Excessive scratching: Scratches too deep or numerous may affect the ability to repair it. Typically however, 94% of discs can be repaired.
• Cracks: Typically start from the inside out.
• Dents: Indentations or chips at the edge of the disc, caused by blunt force
• Warping: The disc being bent or otherwise distorted out of shape. Usually due to heat damage.
• Foil Damage: Damage on the label side of the disc. If you can see light all the way through, the disc is likely irreparable.
• Layer separation: Excessive heat or bending can see layers separate. Check to see if the colour of the disc has altered from the usual silver/gold/blue.
Certain types of damage may not be repairable, ask staff for details.

Can I return an online purchase in-store?
Yes, you can return an online purchase to store. To do so, you must have the original invoice supplied with your product, and also have your credit or debit card used for the original purchase with you in order for the Store to process the refund.
If you purchased a 'bundle deal' all parts of the bundle must be returned. Please be aware that online orders purchased by PayPal cannot be returned to GAME Stores and must be returned via post. If you wish to return a product that is faulty, please email customerservices@game.co.uk with your order number, address and issue with the item and we will provide the free returns information.

Can I place an order in store for delivery to my home address?
Yes, if the store does not have the item you are looking for in store they can place an order for you. This can be delivered either to the store or your home address?

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Download FAQs

Why has my download item not arrived?
In the event that you do need to be re-sent an activation code, just visit My Downloads and enter the email address registered to the GAME.co.uk account you used to purchase the download. This will bring up a list of all the downloads you've ever bought from us.
Please be aware that download orders, like any other orders, are subject to authorisation checks, so there may be a delay in sending your activation email.

How long will my download take to arrive?
Placing an order for a download game or product is largely the same as ordering anything else from us - add the game(s) to your basket and check out as normal. You should then receive an email featuring your download code. please refer to our 'How To Download' guides for PC, Xbox LIVE or PlayStation Network for details on what to do once you have received your email.
Please be aware that download orders, like any other orders, are subject to authorisation checks, so there may be a delay in sending your activation email.

What is there is an issue with my download?
If you experience any technical faults during the download purchase or with the file you have downloaded, we would first advise you to contact the publisher of the title as they may be able to help you. If they cannot please contact our Customer Service team with your order number and the product information.

Can I cancel my order for a download item?
If you contact customer services we will be able to cancel that for you. Please note that once you have received your Activation email, we will not be able to cancel that for you.

Can I get a refund on my download?
Once you have completed your purchase of a downloadable item, we can't issue a refund. This is because receiving your activation email is similar to opening a physical box. As such we can't issue refunds based on your inability to meet system or regional requirements, or lack of enjoyment while playing the game. This does not, however affect your statutory rights under UK Law.

Are the codes for use only in the UK?
Any download games, subscriptions or add-ons on Xbox LIVE or PC at GAME.co.uk are for use in the United Kingdom. While they may work in other countries we cannot guarantee that all will. PlayStation Network download games, subscriptions and add-ons will only work in the UK. Please note regional compatibility will not be accepted as a reason to refund the item.

Can I buy download items in store?
Yes, you can buy download items in store. These range from points and credit for your console to full games for you to enjoy. For full details visit your local store.

Can I use my download on more than one PC/console?
Any restrictions on number of downloads are set by the publisher for further information you will need to contact them.

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Game Retail Limited. trading as GAME.co.uk - Company Registration No: 7837246 - Company Registered in England Registered Address: Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ