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I have not received my order
To help us check if there is a problem with your order click ‘View order history’ below to access your order details (you may need to sign in). Then select the item you have a query about and follow any on-screen instructions.
There are several reasons why an item you ordered may not have been received:
Item posted but not yet received
Play
Delivery usually takes 3–5 working days (from date of posting), but we need to wait 21 days before being able to investigate this matter further. If you believe your item has been lost, and 21 days have passed, click the button above, select the item and follow the on-screen instructions.
PlayTrade
Please allow 7 days after the estimated delivery date before reporting an item missing. If you think your item has been lost, and 7 days have passed since the estimated delivery date, click the button above, select the item, and follow the on-screen instructions.
Item not yet available (pre-order)
If you have pre-ordered an item (if you have ordered an item prior to its release date) we will hold your order and dispatch the item to you as soon as stock is available. Your card is not charged until the order is processed and packed.
Item temporarily out of stock
If an item goes out of stock and we expect to receive new stock within a reasonable time we will hold your order and dispatch the item to you as soon as stock is available. Your card is not charged until the order is processed and packed.
Item unavailable
If an item becomes unavailable (which means we are unexpectedly unable to fulfil your order and are unlikely to receive new stock within a reasonable time) we will email you to let you know and automatically refund your card.
Account declined (payment not processed)
If we cannot process payment for any reason, we will email you to let you know and ask you to access your account and update your card or bank details as necessary.