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Frequently Asked Questions

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Online FAQs Online FAQs
Instore FAQs Instore FAQs
Download FAQs Download FAQs
Trade in online FAQs Trade in online 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

I have not received my download what should I do?
In the event that you do need to be re-sent an activation code, just visit My Downloads and enter the email address you used to purchase the download. This will bring up a list of all the downloads you've ever bought from us and allow you the option to resend the code to your email address.
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.

I have received an email with the link to my previous downloads, but the link no longer works?
The link that is emailed to you is a one-time secure link and expires after a period of time for security purposes. If this has happened, please click My Downloads and re-enter your email address.

My download has not appeared in the list of all my purchased downloads?
Please ensure that the email address you have entered is the same one that you used to purchase the item. If it is then please allow up to 24 hours for the code to be added before you contact our customer service team.

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 do I do if I still haven’t received my code?
Please ensure that the email address you have entered is the same one that you used to purchase the item.
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 if 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 by choosing to have your code sent to your email address. These range from points and credit for your console to full games for you to enjoy. For full details visit your local store.

I bought my code in store; can I use "My Downloads" to retrieve the code?
If you chose to have your code sent to your email address then yes you can retrieve it using My Downloads - however if you did not choose to have it sent to your email address then unfortunately you cannot.

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.

Trade in online FAQs

Q - What checks will GAME do?
A - There will be specific checks performed on certain devices, in general the checks consist of the following:

  1. Visual inspection (All)
  2. Security check using IMEI and serial number (All)
  3. Charge test (Handheld Devices)
  4. Network check (Devices)
  5. Call test (Phones)
  6. Button test (All)
  7. Touch screen test (devices)
  8. Wi-Fi test (All)
  9. Bluetooth (All)
  10. Camera/Flash (handheld devices)
  11. Headphone jack (All)
  12. Moisture indicator (Handheld devices)
  13. Reset check

Q - How should I package my device for sending?
A - We advise that you send the device in a secure, projected container to ensure the device is protected in transit. For example, bubble wrap jiffy bag for handheld devices or a padded cardboard box for consoles. GAME is not responsible for any damage that may be caused in transit and will not accept items that do not pass our set requirements.

Q - Does GAME provide a Freepost address or shipping label?
A - Upon acceptance of our valuation for your hardware/device and once you have agreed to the online trade-in Terms and Conditions, we will provide you with a postage label with postage costs paid by us. You do not have to use the provided postage label but we will not offer to reimburse any shipping costs that are incurred as a result of choosing your own courier. Please ensure that when using the provided postage label your parcel is sent via the Post Office and that you retain the postage receipt.

Q - How will I be paid for my hardware/device?
A - Once we have received your trade-in hardware/device and it has passed our system checks, you will be sent a GAME Gift Card with the agreed upon value loaded. Your Gift Card will be sent via post (1st class and we do ask that you allow up to 7 working days for this to arrive. Unfortunately we are not able to offer cash or the value on your Reward Card for your goods and are only able to provide a Gift Card for the value.

Q - Why do I have to remove the data/ pass codes from my device/ console?
A - We can not accept the hardware/ device unless all customer data has been removed. This is because in order to fully reset your hardware/device, we would require any passwords or pass codes you may have set, as well as any linked accounts (example: I Cloud).
If this is not done we can not accept the hardware/device and would therefore have to send the device back to you.

Q - How do I reset my console/ Device?
A - Xbox One

  1. Select My Games and Apps window
  2. Scroll to settings and select
  3. Select restore factory settings
  4. If password applied, enter password or contact Microsoft for password support
  5. Select Yes to reset
Xbox 360
  1. Go to My Xbox
  2. Scroll to system settings and select
  3. Select console settings
  4. Scroll to system info
  5. Write down your serial number
  6. Back out to console settings
  7. Select Memory
  8. Press 'Y' for device options
  9. Select format
  10. Enter serial number
PS4
  1. If you have a PSN account, go to step 2, if not, go to step 7.
  2. Go to settings
  3. Select PSN
  4. Select activate as your primary PS4
  5. Select deactivate
  6. Follow onscreen steps until reset
  7. Go back to settings
  8. Select initialisation
  9. Select initialise PS4
  10. Select Full erase
PS VITA
  1. Take out your memory card if you have one.
  2. Restart the vita by clicking ok
  3. Go to settings
  4. Scroll to format and select it
  5. Select Restore the PS Vita System
  6. Select Yes to confirm restore
  7. IMPORTANT: If you have a PSN account linked to the PS Vita you will be asked 'Do you want to deactivate the PS Via system before restarting?' Click Yes.(If you do not you will not be able to deactivate it later)
  8. Reconfirm deactivation of PSN account by selected Yes again
  9. When deactivation complete, click OK
  10. Now select restore
  11. Click Yes
  12. Reset complete
3DS
  1. Go to system settings
  2. Select other settings
  3. Tap the ‘4’ button on the top or swipe all the way to the right
  4. Select format memory
  5. IMPORTANT: If you have a pin set, please enter your PIN and select OK
  6. Press format twice
  7. Wait for a blue format button to appear and press
  8. Format complete
How do I reset my iPhone?
  1. Select settings
  2. Select iCloud
  3. Scroll to the bottom and touch Delete Account
  4. Enter password
  5. Go back to settings
  6. Select general
  7. Scroll down and select Reset
  8. Select Erase All Content and Settings
  9. Phone reboots
  10. Confirm selection
Android phone
  1. Press Menu
  2. Select settings
  3. Scroll to either Privacy or storage (can vary from phone to phone)
  4. Select factory data reset
  5. Erase all data
  6. Confirm reset
  7. Phone reboots
BlackBerry
  1. Press menu button
  2. Select options (Wrench)
  3. Scroll and select security options
  4. Select security wipe (some phone may require further steps)
  5. Select all elements to erase
  6. Type in blackberry to confirm wipe
  7. Press wipe. (This will take some time)

All other devices
For all other devices not listed please refer to your instruction manual.

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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