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UK Delivery Options

Delivery Type



Delivery Time



Cost


Standard Delivery
3-5 Days*
£4.99 per order
Express Delivery - 48 Hours2 days*£7.99 per order
Next Day Delivery (incl. Saturday)Next Working Day (incl. Saturday) if ordered before 7pm*£9.99 per order

Next Day Delivery by DPD (Carbon Neutral)


Next Working Day if ordered before 7pm*£11.99 per order


Saturday Delivery by DPD (Carbon Neutral)

Saturday Delivery if ordered before 7pm Friday£11.99 per order
Next Day Delivery Before 12pm by DPD (Carbon Neutral)
Next Working Day if ordered before 7pm*
£13.99 per order
Specialist Delivery (Arrow XL)Orders dispatched within 5 working days; delivery within 14 days**£19.99 per Specialist item
Oversized Delivery (Light & Large)
3 - 7 Days*£9.99 per order
Click & Collect2 days*£4.99 per order (Pay online, delivered to store, plus receive a £5 voucher to spend in store when you collect)
Click & Reserve2 hours for the reservation to be confirmed. 48 hours to collectFREE
(Order online, pick up and pay in store)


Small Print

  • Working Days are Monday to Friday. This excludes public holidays/bank holidays and weekends.

  • Order up to 7pm for next day delivery Sunday to Friday for standard stock lines.  

  • Standard orders placed after 7pm Friday to 7pm Sunday will be dispatched Sunday.    

  • Whilst we will do everything we can to meet the delivery times above, there may be factors outside of our control and we cannot guarantee delivery within this time frame    

  • Digital purchases are excluded from the total order value for tracked courier services.

*Remote Area Delivery Times

Deliveries including Pre-orders to non-mainland UK addresses and remote locations (such as the Scottish Isles, Isle of Man, Isle of Wight, Northern Ireland and the Scottish Highlands) may take longer to reach you.


**Orders for items which require Specialist Delivery will follow the below process:

  • Your order will be dispatched within 5 working days.
  • Arrow XL will contact you, using the details provided when you placed the order, to book a slot for the delivery of your item.
  • You will be advised 2 days ahead of your delivery date of the delivery time slot.
  • On the day of delivery, the crew will call you 30 mins ahead of their expected arrival.
  • Claims for damage in transit for Specialist Delivery items will need to be reported to Customer Service within 5 working days.
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My delivery is missing an item

If you have purchased more than one item in one order, these may be delivered separately.

If your order contained a download code, please check your email address - it should already be there!

Should you still require assistance, please contact our Customer Service team using the contact us button at the bottom of this article, our team will be happy to help find the rest of your order.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you. 

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Where is my order?

For most orders, you can track the status of each parcel when you check your order history online.

We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress.

Once your parcel is with the delivery partner, they will also keep you updated so you know when to expect it.

Delivery timescales will vary depending on what you've ordered and the delivery service you selected. If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. You can find the expected delivery date on your emails updating you about your order.


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Click and Collect Information
How do I collect my Order from Store?

When your order Is ready to collect from store you will be notified to the email and/or phone number provided when placing the order. You will need to take a valid form of ID this needs to be

  • A Valid passport or driver’s license
  • A Utility Bill/ stated dated within the last 3 months with the Billing address from the order.

If someone is picking your order up on your behalf, they will need the named person on the orders ID and the above of their own along with the order confirmation email.

 

Please note if you do not have a form of valid ID from the list above you will be refused your order.
How long do I have to collect my order from store?
Your order will be held in store for 7 days from the day of the collection email and/or text being sent, after the 7th day this will be returned. To request a refund or replacement you will need to contact the Customer Service Department.
Click and Reserve
  • You will be sent a text and/or email when your Click and Reserve order is ready for collection
  • Please bring the order Reference number to your collection and a means of pay
  • It should be ready for collection within 2 hours however some stores can be delayed
Your reservation will be held for 48 hours
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How do I change or cancel my online Pre Order?

Cancelling a Pre Order

For non-Account holders (Guest):

If you checkout as a guest, you will be unable to change or cancel your order yourself. Please use our contact us page in order to query a cancellation.

For Registered Account holders:

If you are a registered customer you will be able to make all changes and amendments on your account, please follow the below instructions to do so:

1.    Log in to your online account

2.    Select 'My Orders' under 'My Account'

3.    Locate the specific order you would like to cancel and click 'Order details'

4.    Beneath the product you would like to cancel, click the 'Cancel This Product' button (WARNING: Clicking this button will immediately cancel this product).

Changing a Payment Method

Please note: To protect your security and privacy, your bank can't provide us with information about why your payment was declined. Please contact your bank directly to solve these payment issues.

Funds will usually be charged to your card at the time of dispatch; however, charges can be taken up to 7 working days before release date.  If we are having difficulty processing your payment for a pre-order due to your payment method being declined, we will email you to ensure you don't miss out. If you want to try again with a different card or confirm your details are correct by retrying your current card, please see your email or visit 'My Orders' from 'My Account'.

For non-Account holders (Guest):

  • Click the link in your email to create an account
    (This step is important to ensure the order is linked to your newly created account)
  • Sign into your new online account
  • Select 'My Account' and 'My Orders'
  • Click 'Order details' for the specific order
  • Click the 'Update Payment Details' button

For Registered Account holders:

  • Click the link in your email
  • Sign into your online account
  • Click the 'Update Payment Details' button
  • Select another payment card from your account or submit new card details. Remember to click the 'Resubmit Card' button after making your change.


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Payment Issues

If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.

If you’re still experiencing problems, please contact us and include as much detail as you can around the error:

  • The error message you are seeing
  • A description of the problem
  • What payment method you are trying to use
  • What the products are you’re trying to purchase
  • What internet browser you are using or if you are using our app
  • Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.

Your card provider will have more information.

If you are using PayPal, please contact them directly.

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What is payment authentication?

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

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How do I change or cancel my Online order?

How do I change my order?

Please Note that we take payment and begin the dispatch process immediately after the order is placed and therefore, it is not possible to cancel using the process below. However, you can still return it within 28 days for a refund or exchange. For more details, please see our returns policy.

How do I cancel my order?

If you have placed a pre-order, it is possible to cancel your order before any payment has been taken. (Usually 7-10 days before release date).

For all other orders, we take payment and begin the dispatch process immediately after the order is placed and therefore, it is not possible to cancel using the process below. However, you can still return it within 28 days for a refund or exchange. For more details, please see our returns policy.

You also have the right to cancel your order for any item bought on this website for a full refund under the Consumer Contracts (Information, Cancellation and Additional Charge)s Regulations. Click here for more details on how to exercise this right of cancellation.

  1. Log in to your online account
  2. Select 'My Orders' under 'My Account'
  3. Locate the specific order you would like to cancel and click 'Order details'
  4. Beneath the product you would like to cancel, click the 'Cancel This Product' button (WARNING: Clicking this button will immediately cancel this product).
If you ordered using guest checkout, please contact us for further assistance.

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How can I view my order history?

To view your order history follow these 2 simple steps;

  1. Log in to your online account
  2. Select 'My Orders' under 'My Account'

If you ordered using guest checkout, please contact us for further assistance.

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What is the status of my order?

You can check the status of an order to see if it has been shipped by logging into your account. If your order is sent via a tracked service, you will receive a tracking number via email and/or SMS on the morning of delivery.

To check your order status;

  1. Log in to your online account
  2. Select 'My Orders' under 'My Account'
  3. You will now see a full list of all your orders

If you ordered using guest checkout, you will need to contact us to check the status of your order.

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You've sent me the wrong item

We're sorry to hear there is a problem with your order.

Please contact out Customer Service team within 30 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code to show our Customer Services team the wrong item so we can better help you.

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My item is incomplete (Missing parts)

We're sorry to hear there is a problem with your item.

Pease contact our Customer Services team within 30 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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My item is damaged

We are sorry to hear your item is damaged.

If your item has been delivered damaged, please get in touch with our Customer Services team within 30 days from the delivery date so we can help you.

Please  include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further. 

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Was my order processed okay?

If you have a registered account then you can view your orders by logging in to your online account, orders can be found under 'My Orders' then ‘My Account’. 

If you have checked out as a guest then you will not be able to see your orders online, however we will keep you updated by email as your order progresses. During exceptionally busy periods there may be delays experienced with emails and parcels.  

If you placed your order as a guest and want to register for an online account you can do so but please note your prior guest orders will not appear in My Account.


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Ways to Pay
OnlineIn Store
GAME Reward Account (Reward Points)
Cash
GAME Gift Card (Unavailable on Pre Orders)
Visa Mastercard/ Masestro or Solo Debit/Credit Cards*
GAME E Voucher (Unavailable on Pre Orders)
GAME Wallet
Visa Mastercard/Maestro or solo Debit/Credit Cards*
GAME Reward Account (Reward Points)
GAME Wallet (Unavailable on Pre Orders)
GAME Gift Card
PayPal

Amex

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How to use Gift Cards

Where can I use a GAME Gift Card?

You can use your gift card for full or part payment of any products (except pre-orders) on our website. The total will be taken from the balance on your gift card when you place your order.

If the total order value is less than the value of the gift card, any balance will remain on the card and can be applied to future purchases, provided that the card has not expired.

How do I use my Gift Card online?

Shop as usual on GAME.co.uk and then proceed to checkout. During checkout, you will be asked to enter 2 codes for each Gift Card you wish to use.

  1. Enter the 19-digit number gift card number on the back of the card
  2. Enter the 4-digit PIN from your gift card (found under the scratch-off foil panel) 
  3. Click Apply & continue the checkout process.

For multiple gift cards, repeat the steps above.

If there is any balance to pay, you can use a debit or credit card in the usual way.

Please note:

You can use up to 3 gift cards per order.

Gift cards & GAME Wallet can’t be used to make online pre-orders at this time. You can, however, use Gift cards and GAME Wallet to pre-order in store.


 

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Product Information

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Services team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

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GAME Goodwill Returns Policy

GAME operates a 28 day Goodwill returns policy online

  • Any product (excluding gift vouchers/gift cards*/digital downloads**) may be returned for refund or exchange within 28 days of the purchase date, providing that the seal remains unbroken.
    Faulty software, where the seal has been broken may be returned up to 3 months after the dispatch date or 12 months if preowned.
  • Faulty hardware and accessories may be returned up to 12 months after the dispatch date.
  • Hardware or accessories, purchased online, may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 28 days of the dispatch date. Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return. Digital codes included as part of a bundle must be unused and still hidden.
  • Orders for TVs, Projectors, Laptops, Cameras and Mobile Phones purchased through our website may be cancelled up to seven working days from the day after the day on which they are received.
  • A valid proof of purchase is required for any return.
  • If sending the item back via our online service please remember to obtain proof of postage from the Post office at no extra cost to yourself.
  • Our Goodwill returns policy does not affect your statutory rights relating to faulty or mis-described goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizen's advice bureau.

*GAME Gift Cards

  • Cannot be returned or refunded, except in accordance with your statutory rights, for example in the event they are not of satisfactory quality.
  • You have the right to cancel all or part of your order for a gift card at any time up to 14 calendar days after the day on which you place your order, provided none of the balance has been spent. Please note that if you cancel a gift card order you will not be required to return the physical gift card.

**Microsoft Digital Credit

  • May be returned for refund or exchange within 28 days of the purchase date, providing that;
  • You have valid proof of purchase and the receipt displaying the code; and
  • The code has not been redeemed via Xbox Live


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GAME Returns Policy

GAME Offer a 1 Year Warranty with all products purchased this covers all aspects of manufacturing faults, if your item becomes faulty within the first year of use please read the below on how to get this refunded or replaced. If you cannot find the answer below please contact our Help Team!

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

  • When does the GAME returns policy apply Online? We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:
    • The product is returned within 28 days of delivery;
    • You have a valid proof of purchase (which can include any of the following documents):
      1. Online Dispatch note.
      2. Reward card record.
    • The product is returned in its original condition (unopened and unused). Please note hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
    • The product is in its original packaging and is sealed;
    • If you are returning an Xbox Console or Controller the serial number must match the one on your proof of purchase;
    • The product and/or digital content has not become mixed inseparably with other items after their purchase;
    • The product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;
    • The product is re-sellable;
    • If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
    • The customer is the original purchaser of the product;
    • In respect of Microsoft Digital Credit, when returning the item;
      1. You have a valid proof of purchase and the receipt displaying the code; and
      2. The code has not been redeemed via Xbox Live
    • In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
    • All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
  • When does the GAME returns policy apply In-store? We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:
    • The product is returned within 28 days of purchase;
    • You have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
      1. Receipt.
      2. Reward card record.
      3. Bank statement or credit card statement.
    • The product is returned in its original condition (unopened and unused). 
    • If you are returning an Xbox Console or Controller the serial number must match the one on your receipt;
    • The product and/or digital content has not become mixed inseparably with other items after their purchase;
    • The product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware and games product) can only be returned if all items in the combined product are returned together;
    • The product is re-sellable;
    • Products bought in a discounted or promotional offer (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the offer. Your applicable uk/hc/en-gb/articles/360002358478exchange value or credit note value will be adjusted accordingly. This includes digital and download copies of games and movies;
    • If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
    • The customer is the original purchaser of the product;
    • In respect of Microsoft Digital Credit, when returning the item;
      1. You have a valid proof of purchase and the receipt displaying the code; and
      2. The code has not been redeemed via Xbox Live
    • In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
    • All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
  • GAME Gift Cards. You cannot rely on the GAME returns policy for a refund or exchange of gift cards. This will not affect your statutory rights (for example in the event the gift card is faulty).
  • The GAME returns policy will not effect your legal rights. Please note that for the purposes of orders placed online, over the telephone, via email or mail order, our return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights (click here for more information on how to exercise your right to change your mind).
  • How to return your product under the GAME returns policy? Items purchased in store must be returned to a store. Items purchased online must be posted back to us at the address below. Please remember to obtain Proof of postage from the Post Office.
  • For specialist items, please contact Customer Services before returning your item and refer to the Specialist Items section of the Terms and Conditions for more information.

Returns Department - Game Retail Limited
Unity House, Telford Road
Basingstoke
Hampshire
RG21 6YJ

Please complete a covering letter which states the following:

  1. Your order number
  2. Reason for return
  3. Whether you would like a refund or exchange

Please note;

  • No orders can be accepted by hand at the GAME Head Office all orders must be posted back.
  • Collection of personal data for fraud prevention. When returning your product to a store we require certain personal information in order to process your return in accordance with the GAME returns policy. All information is collected and processed in accordance with our Privacy Policy which can be found at www.game.co.uk/privacy-policy.
  • Who will pay the costs of return? We will pay the costs of return:
    • If the products, and/or digital content are faulty or misdescribed; or
    • If you are ending the contract because we have told you of an upcoming change to the products, and/or digital content or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
    • In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
  • How we will refund your Online purchase. We will refund you the price you paid for the products and/or digital content (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below. Please note that payments made using a physical gift card at GAME.co.uk will be refunded as an eVoucher, which will be emailed to you. This is for Online purchases only.
  • Deductions from refunds from Online purchases if you are relying on our GAME returns policy:
    • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
    • We may reduce your refund of the price (excluding delivery costs) where you fail to return each component part (cables, memory sticks, etc.) and to take account of the reduction in value caused by any damage or missing components.
    • We may reduce your refund of the price (excluding delivery costs) if you wish to return a product purchased in a discounted or promotional offer.
    • If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
    • For outsize items, where we arrange the collection on your behalf, we reserve the right to deduct the delivery costs from the amount refunded. Please refer to the Terms and Conditions for more information.
  • When will your refund for an Online purchase be made? Your refund will be made
    • Within 14 Working days when returned to our refund department. (This is a heightened figure and returns could be processed quicker)
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When will I receive a refund?

When returning an item to us, it will take up to 14 days from the date of return to be received back and processed.

Assuming there are no issues with your item when it's inspected, we'll then refund the item to you.

We'll send you a confirmation email when the refund is processed.

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I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

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How do I find my reward number?

You can find your Reward number on your;


  • Reward Card: 13 Digit number located on your Reward Card
  • GAME Reward App: Click ‘Icon in top right’, then click ‘Your Wallet’ and the 13 digit Reward number is shown below your Balance.
  • Online account: Sign in, Go to ‘My Account’, Click any option, then on the left hand side navigation, scroll to the bottom and select ‘Reward Balance’


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How do I sign-up to a GAME Reward account?

To become a GAME Reward member you can sign-up in several ways:

 

  • In store: You can either download the GAME App (this creates a GAME Account which includes GAME Reward and GAME Wallet) or you can sign up at the till in-store, however, this will only be a Reward Account. If you decide to create a GAME Account, you will need to link your Reward Card to the account during registration. For more details check out our GAME Account FAQ.
  • Online: You can either sign-up for a GAME Account here or, when you complete a transaction online simply decide on a password & create a GAME Account (we will create and link a reward account to it for you too).
  • At home: Download the GAME App, if don’t already have a reward account, it will create one for you. If you do have an account or card you can simply link it to the App during registration.
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I’m having problems linking/adding my Reward points

Sorry to hear you are experiencing issue with your Reward points. 

If you’re struggling please get in touch with our Customer Services team and we'll be happy to help.

Don’t forget to include your Rewards number which can be found on - 

Reward Card: 13 Digit number located on your Reward Card

GAME Reward App: Click ‘Icon in top right’, then click ‘Your Wallet’ and the 13 digit Reward number is shown below your Balance.



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GAME Elite FAQ

HOW DO I CHECK THAT I AM AN ACTIVE ELITE MEMBER?

To check the status of your Elite membership login here and select 'Home' from the top navigation. This will display details of your membership start and end date, and the current status.

WHERE CAN I SEE THE POINTS EARNED FROM MY ELITE MEMBERSHIP? 

Elite members can view any Elite points earned by logging in here and selecting benefits from the top menu. This page displays the additional points earned from a membership above the base level of points available to a standard Reward customer.

Expecting to see something but are not? Read more on which products are eligible to receive points here.

WHY DO MY EXTRA POINTS NOT DISPLAY ON MY RECEIPT? 

Points are always awarded within 48 hours of the purchase so that you can use them next time you come into the store or shop online.

You can always login to membership.game.co.uk to see all the points and benefits you have earned as a Game Elite Member and they will display within 48 hours. You will see your full credit balance also if you have the GAME app (no breakdown/transaction info).

WHEN WILL I RECEIVE MY BIRTHDAY GIFT?

You will receive your birthday treat on or around the time of your birthday, (as long as you provide your date of birth when setting up your Game Reward Account!)

WHEN DO I GET MY POINTS FOR A PRE-ORDER?

Both Reward and Elite customers will earn points on the full value paid for the pre-order 24h after receiving the pre-ordered product (this is for the full price paid for the pre-ordered product)

CAN I GET EXTRA POINTS ON STUFF I BOUGHT BEFORE I JOINED

When you redeem your GAME Elite membership code, we credit your account with the points on your purchases for the last 5 days. This means you won’t lose any points on recent purchases, as long as you activate right away!

ARE THERE ANY BENEFITS IN THE GAME APP TO HAVING A GAME ELITE MEMBERSHIP?

Yes. Download the GAME mobile app to claim your discounts in store, enter prize draws, view offers and see exclusive content and Elite benefits!

ARE THE SAVINGS INSTANT FOR GAME ELITE?

The extra points are awarded within 48 hours so that you can use them next time you come into the store or shop online.

Exclusive discounts to products and services are applied immediately.

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED FROM MY ONLINE PURCHASE?

Always make sure you are logged in to your account before you make a purchase online. You have to log in to make sure you don’t miss out on points!

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED IN STORE?

When you are at the till make sure that you scan your reward card with every purchase. This can either be the physical reward card or by logging into the mobile app and presenting the QR code. This will mean you can take advantage of all the exclusive offers and deals!

HOW DO I CHANGE MY ACCOUNT DETAILS ON MY GAME ELITE?

If you want to change the account details from which your direct debit is paid, you must do this via the Membership portal at membership.game.co.uk at least 14 days’ notice prior to your next payment date.

HOW MUCH NOTICE DO I HAVE TO KEEP TO CANCEL MY DIRECT DEBIT

You must give us notice to cancel at least 5 working days before the due date of your next payment, in which case your Membership will end at the end of the current month. If you give us less than 5 working days’ notice, your next payment will be taken and your Membership will not end until the following month

HOW DO I CANCEL MY DIRECT DEBIT

Login to the membership portal at membership.game.co.uk and select the cancel option.


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How do I sign up for GAME Wallet?

GAME Wallet is included as part of your GAME Account. So if you already have a GAME Account with us you can check out your wallet balance by either signing into the GAME App with your GAME Account or sign in here.

If you only have a GAME Reward Card but not a GAME Account or no account at all, either:

  • Download the GAME app and follow the sign-up instructions. If you already have a reward card be sure to add this number during the sign-up process to link your card.

Or

If you want to use GAME Wallet in-store, you will need the GAME App, so it’s well worth downloading.

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How do I link a gift card to my GAME Wallet?

To link your gift card to your GAME Wallet account:


On Desktop

  1. Sign-in here
  2. Click 'Manage' on the gift card line
  3. Click the '+' button to add a new gift card, and input the 19 digit number and 4 PIN from your gift card


On GAME App

  1. Open the GAME app
  2. Click the profile button in the top right hand corner
  3. Click 'Your Wallet'
  4. Click 'Manage Funds'
  5. Sign-in
  6. Click 'Manage' on the gift card line
  7. Click the '+' button to add a new gift card, and input the 19 digit number and 4 PIN from your gift card


If you don’t have the GAME App, download it here.

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Store Finder

You can find useful information, including opening hours and location of your nearest GAME store or Belong Arena using our Store Finder.

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Email

We might take a day or two to answer your email.

Send email
I'd like to leave feedback about one of your stores

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.

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Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
How do I register for an account?

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please click here.

Once you have followed the steps of setting up your account you can update your details, manage your addresses, payment cards and keep an eye on your orders.

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How do I create or change my email address?

For our customers’ security we don’t allow change of email address. 


If you need to use an alternative email address, we’d ask you to create a new account.

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I'm experiencing issues with the App

We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.

If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.

If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.


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I'm experiencing problems logging in
We're sorry to hear you are experiencing problems logging in online.
Please note we allow guest checkout so if you ordered online previously but can't login you may have originally checked out as a guest. To register your account see How do I register for an account? 
If you are registered and still struggling to access your account please see below for some suggestions that should help: 
·     Try opening a new browser session if this doesn't work open an incognito window (google) or New InPrivate window (Edge)
·     Clear your cache and cookies
·     Deactivate any plugins
·     Check your HTTPS settings
·     Clear your temporary files
·     Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet. 
If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
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Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
I'm experiencing issues using the website

We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help: 

  • Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
  • Clear your cache and cookies
  • Deactivate any plugins
  • Check your HTTPS settings
  • Clear your temporary files
  • Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet. 

If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

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Webchat

Our Webchat is here to assist you.

Start chat
Email

We might take a day or two to answer your email.

Send email
Add to safe sender list

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop-down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

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How can I change my marketing preferences?

You can see and manage most of your marketing preferences when you login.

Just head to the Contact Preferences area, and you'll be able to see your current preferences and make changes to them online.

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What is Frasers Plus?

Frasers Plus is a credit product which enables you to split the cost of your order into monthly instalments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

We act as a credit broker and not a lender, and are authorised and regulated by the FCA (firm reference number: 652341).

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer services team

How to make a complaint about your Frasers Plus account?

Complaint type

Who should I contact?

 

My complaint is about:

  • The Frasers Plus Account or App,
  • Frasers Plus payment,
  • Frasers Plus terms and conditions,
  • Frasers Plus communications.
  • Frasers Plus marketing,
  • The actions of one of our colleagues in conversation about Frasers Plus.

 

Frasers Group Financial Services – via:

What happens after I make a complaint?

  • We take all complaints seriously and we will do everything we can to resolve them quickly.
  • We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial OmbudSman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email. 

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