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Questions

Delivery

Returns & Refunds

Contact Us

Cancellations


Delivery

How much do you charge for delivery?

Delivery within the UK is Free of charge on all products. 

How long will it take for my order to arrive?

If you have ordered an item that is in stock we aim to ship your item(s) on the day of purchase or within the time frame specified on the particular product listing.  In most cases you will receive your item(s) in 2-5 working days, however this is dependant on the postal service and courier service and unforseen delays may occur.
International orders will depend on your countries postal service and import regulations. Your local post office may be able to advise you how long it will take for a parcel to arrive from the UK.


What delivery company do you use?

Most items are shipped out via Royal Mail. Larger and heavier items may be sent via a courier service such as DHL. The email notification of dispatch should display which service was used for your item(s).


Do you accept International orders?

We accept orders from most countries. However, we reserve the right to refuse the sale of item(s) for shipment to certain territories that have been deemed high-risk by our credit assessment department.

When can I expect my order to be dispatched?

Your item(s) will be shipped out according to the 'Usually dispatched' time frames displayed on the particular product advert on the website. The time frames advertised refer to business working days as standard, so this will not include weekends.

Please note that these are guidelines that Games Basement endeavour to achieve, but on rare occassion your dispatch may be delayed due to unforseen circumstances.

Once your item has been shipped you will recieve an automated email confirmation of this.


Can I have my item delivered to a none billing address?

For some items we do allow delivery to an address which is not your billing address.  However we reserve the right to refuse shipping of certain items unless they are delivered to the billing address.


My order has not arrived what should I do?

Please allow 15 working days from email confirmation that your order has been shipped for your item(s) to arrive for UK mail, and 25 working days for international items. If you have been provided with a tracking number for your order in your automated despatch notification email, then please track your item online before contacting the Games Basement team.  If after the 15 or 25 working days you have not recieved your parcel then please contact us so we can investigate further.

Please note that Games Basement will be unable to escalate any reports of a potentially missing item until 15 or 25 working days have passed. After this period you can contact our team, and you will be required to assist Games Basement with the necessary documentation before any replacement item(s) or refunds can be issued.



Can I Have 'Next Day' Delivery?

A 'Next Day' service is available on selected products for delivery within the UK for an additional cost. The cost will vary depending on the item you would like to purchase, and this will be displayed at the checkout before you confirm payment.

Please note that restrictions will apply:
  • Your transaction must be processed before 2:30pm for the Next Day service to be guaranteed.
  • Next Day delivery services apply ONLY to working days. Saturday guaranteed deliveries are not available, therefor any orders made after 2:30 pm Thursday will not be delivered until the following Monday.

On very rare occassions errors may allow you to order an item on a Next Day service when Games Basement may be unable to fulfill the delivery within this time frame. In this instance Games Basement will automatically refund any additional charges that you may have paid, if for some reason this does not occur please feel free to contact us.


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Returns & Refunds

How do I return my item(s) ?

Before retuning any item please refer to our returns procedure
  • Please ring us on 08456435546 before you would like to make a return.
  • We have the right to refuse any returns that have not been authorised by a member of the Games Basement team.
  • In order for you to be eligible for a full refund, repair or replacemet you need to enclose a copy of the authorisation email that you receive, you obtain this after you have contacted Games Basement. Any returns received that have not been authorised with the correct documentation enclosed will not be processed.
  • If an item is unwanted you must obtain authorisation from Games Basement within 7 days from receipt, and this must be safely returned to Games Basement within 14 days from authorisation. If you fail to meet these requirements Games Basement reserve the right to refuse the return and not issue a refund or credit.
  • If a product is faulty and not covered by a manufacturers warranty, you can return this product up to 28 days after the dispatch date, provided you have followed the correct returns procedure. Please note that all items are tested, and if the product is found to be in full working condition the item will then be returned to you, and your postage will not be reimbursed. All faulty items must be returned to Games Basement in the original manufacturer's packaging, failure to do so will result in the return being rejected.
  • We cannot refund or exchange an opened item unless it is proven faulty.

Returning an item

  • Wrap the item securely and include the invoice, usually the packaging in which the item was sent can be used for its return. Please note that any faulty, damaged or unwanted items MUST be returned with their original manufacturers packaging.
  • The item is your responsibility until it reaches us, for you own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
  • We cannot replace or refund an item that we have not received.
  • We only refund delivery costs if the return is a result of our error, we will not refund any items found to be in good working order. We will not refund any delivery costs above that of 1st Class Recorded with Royal Mail.
  • If you return any products to us, please obtain a Proof of Posting receipt from the Post Office.
  • Please send your invoice and parcel to:
PO Box 14914
Sutton Coldfield
West Midlands
B73 9QJ
  • Any items returned that were purchased in 'bundle deals', such as hardware and software packs for example a pink DS Lite console with Bratz: Ponyz or 3 for 2 items, if returned separately, will result in the full price being charged for other items in the special offer - and the refund adjusted accordingly.


Refunds
  • Please note that refunds can take up to 5 to 7 working days to be processed by Games Basement after a cancellation has been authorised, or the returned item received and results of testing confirmed via email. You will receive an email confirmation when the refund has been actioned. Following this it will depend on the banking system on how many days this will take to clear into your account. Please wait for email notifications before contacting Games Basement.



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Contact Us

How do I contact customer services?

You can contact a member of our customer service team by email. Please note we usually respond to all emails within 3 working days, this may be longer during busier times.

Alternatively, to speak to a member of our customer service team , please call us on: 0845 643 5546. Lines are open: Monday to Friday, 9am - 1pm and 2pm - 5pm.

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Cancellations

Can I Cancel my Order?

You can cancel your order within one working day after your initial transaction. After this period you will then need to contact Games Basement to determine the shipping status of the goods, or await delivery of item(s) and then follow the correct returns procedure for any unwanted item(s). Please refer to our Returns section.

Please note that following a cancellation being authorised, refunds may take 5-7 working days to be processed from Games Basement.


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