Frequently Asked Questions
Pre-Orders, does a pre-order guarantee me the item on release day?
Unfortunately no. Pre-ordering an item means that you have secured a copy of that item. It is a way of protecting yourself from any short supply issues or high demand items selling out on the day of release. We do our very best to get the items in your hands on release day, all pre-order items are posted Royal Mail 24/48 the morning the day before release day. This does not guarantee you will receive the items the following day. We recommend paying for Guaranteed next day delivery for you to be guaranteed items on release day.
Which shipping provider do you use and how do you package the items?
We use Royal Mail as our main courier and Parcelforce for our bulkier orders, these are our delivery providers. All items are shipped Royal Mail 24/48 (1st class/2nd class), unless stated otherwise.
We secure all packages to the best of our ability, using void fill/bubble wrap (we are aiming to stop our use of bubble wrap by the end of 2021 and use only recyclable materials), solid cardboard boxes and in some cases even double boxing items.
Do you take payment for pre-orders on dispatch or the day I place the order?
We take payment the moment you place your order. This applies to in stock and pre-orders. Please see our T&C's for more information.
I have a question or query, how can I contact you?
We aim to respond within 48hrs, but in our busiest periods it may take us 2-4 business days to respond so please keep that in mind.
I haven't recieved my parcel yet, how long should it take to arrive?
You should receive your goods within 3-5 business days after the day of posting.
Due to the ongoing covid-19 situation this may be extended and your goods may take longer to arrive. Please contact us if you have left sufficient time and your parcel has still not arrived.
My parcel has arrived but only part of my order was inside, why is this?
We may on occasion split an order into two parcels, this is because once your order hits a certain weight limit it may be necessary for us to send in two parcels, this is to save us on postage costs and helps us bring down postage costs for you. It may also be due to allocations from our suppliers, so the rest of your order will be shipped as soon as we receive the following wave of the product(s) you ordered. If you do not receive your second parcel with 2-3 days please check your posting confirmation email to confirm we shipped all of your ordered items, if after this you find an issue with your order please don't hesitate to contact us.
I haven't received a confirmation or posting confirmation email...
Please check your spam folder as sometimes our emails get lost there. Please contact us if you have any concerns about your order.