FREQUENTLY ASKED QUESTIONS

Have a question for us? Check out this page and we may already have an answer for you! Either click on the link below or scroll down to see all of the information available.

ORDERING & PAYMENT
YOUR ORDER
DELIVERY
PRE-ORDERS
RETURNS
MY ACCOUNT
SECURITY & PRIVACY
TRADE-IN
OUR PRODUCTS
STOCK LEVELS
PRICING & OFFERS
GETTING INVOLVED
COMPLAINTS & FEEDBACK
OTHERS
CONTACT US

ORDERING & PAYMENT

Question: Do I need to create an account to place an order?

Answer: You have two options when placing an order with Gamestation, you can both place your order and register with us, or, you can place your order and choose not to register with us.

If you choose not to register then you will not be able to check the status of your order and you details will not be stored and if you do wish to place another order with us then you will have to re-enter your details again. If you do choose to register then you will be able to check the status of your order and see what stage of processing your order is currently at. .

Question: What payment methods do you accept?

Answer: We accept all major credit and debit cards except for American Express. Also, we do not accept cheques or PayPal as a payment method.
Please be aware that you will need to enter the final three or four digit number known as CVV or CV2. This number can be found on the back of your card at the end of signature strip and is present on all credit and debit cards. If you are unsure which number this is, then please ring our Customer Services on +44 (0) 845 345 0335 for assistance.

Question: Can I use a credit note from store to pay for goods online?

Answer: No. Credit notes from stores can not be used on the Gamestation website.

Question: What is Verified by Visa/MasterCard SecureCode?

Answer: Verified by Visa and MasterCard SecureCode are cardholder verification schemes for Visa and MasterCard credit cards respectively, as well as Maestro. The schemes are a new form of internet shopping security where the cardholder has to enter a special password in order to proceed with their payment.

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YOUR ORDER

Question: Can I cancel an order?

Answer: Should you need to make alterations or deletions on an order, and you have an online account with us, you can do so in the View Orders page in the My Details area of the site.

Please note alterations or deletions to orders cannot be made once the order has started processing.

Also, once an order has been despatched to you it cannot be cancelled. It can however still be returned to us within 28 days of the date of despatch for a refund / exchange if the seal remains unbroken.

For more information on this, please visit the RETURNS help section.

If you don't have an account and wish to make alterations or deletions simply call the Customer Service Center on +44 (0) 845 345 0335 and a representative will help you.

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DELIVERY

Question: After I place an order, how long will it take for me to receive it?

Answer: Our aim is to deliver your order to you within 3 working days. More information about your delivery times is indicated to you at the checkout confirmation stage of a transaction, as well.

Question: My order ends in /2 and will arrive in 2 to 3 working days. If I pay for express delivery, will it arrive sooner?

Answer: No, unfortunately express delivery will not speed up delivery time for /2 orders.

Question: Can I have my order sent to an address other than my own?

Answer: In most cases, yes. However, for security reasons we are only able to make delivery of certain orders to the home address of the person placing the order, the credit/debit card holder. Please note that orders being sent to an alternative delivery address may be subject to security checks and delivery times will therefore be extended.

Please note that we do not ship to PO Box addresses.

Question: Can I order over the web and pick up my order from store?

Answer: No, currently Gamestation does not offer this service.

Please Note:

• Delivery lead times shown are approximate and are not guaranteed.
• Every effort will be made for all orders for "immediately" available items received at Gamestation prior to 1.00pm (Mon - Fri) to be shipped that day.
• This applies to products which are currently available in our distribution centre.
• We are unable to ship orders outside of the UK over 1000g which would include all hardware orders.
• International customers please be aware that we will be unable to refund any postage and packing costs incurred in returning a product to us under our 28 Day Returns policy.
• Standard VAT is charged, where applicable, on all orders shipped. You are responsible for claiming back any VAT that you feel is due to you from your local tax or customs office.

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PRE-ORDERS

Question: When I pre-order an item do you guarantee that it will be delivered on release day?

Answer: At Gamestation we do strive to have all pre-ordered items delivered on release day. To help ensure this, we dispatch all pre-ordered items a day to two days before the release day.

However, we are not liable for delays with the courier or the postal service when your items are delivered and because of this, we offer no guarantee that your pre-ordered items would be delivered on release day.

Question: I made a pre-order and the price has now been reduced since I placed my order. Do I need to cancel it and place it again?

Answer: No, there is no need for you to cancel your current pre-order. If the price lowers before that item is released then you will be charged the lower price.

Question: I want to pre-order an item from you, when will you take payment for it?

Answer: We will not take payment for pre-orders as soon as the order is placed. Payment will be taken within one week leading up to the release date.

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RETURNS

• Any software may be returned for refund or exchange within 28 days of the despatch date, providing that the seal remains unbroken on the software.
• Faulty software where the seal has been broken may be returned up to 3 months after the despatch date.
• Hardware or peripherals may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 28 days of the despatch date (7 days for TVs). Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return.
• Faulty hardware may be returned for a like-for-like exchange up to 12 months of the despatch date.
• This does not affect your statutory rights.

Question: How do I return something?

Answer: If you have purchased the product after October 23, 2008 and you wish to return it to the online store, then please read the following instructions:

You can return goods directly using the postage-paid label you will receive with your goods: ~ If the product is still sealed and in mint condition please use the code M001 in the RMA number section on the Return address label and please state 'Exchange' or 'Refund'. ~ If the product is faulty please use the code F001 in the RMA number section on the Return address label and please state 'Exchange' or 'Refund'.

The address for returns is:
Gamestation Returns Department
FREEPOST SCE4702
Telford Road
Basingstoke
RG21 6YJ

If you return any products to us, please obtain a free Proof of Posting receipt from the Post Office.

Please Note:

• International customers should be aware that we are unable to refund any postage and packing costs incurred in returning a product to us under our Returns Policy.
• Items bought in 'bundle deals', such as 2 for £30.00 or hardware and software packs, if returned separately, will result in the full price being charged for other items in the special offer - and the refund adjusted accordingly.

We may also be able to arrange courier collection for certain items, including large, bulky or high valued parcels. Please call our Customer Services on +44 (0) 845 345 0335 for more information.

If you purchased the product before October 23, 2008 and you wish to return it to the online store, then you will need to call Customer Services on +44 (0) 845 345 0335 where a representative will assist you in returning the product.

Question: Can I return it to my nearest store?

Answer: Yes you can! If you wish to return the items to your nearest store the please read the following instructions:

You must return any item using the original invoice supplied with your product and have your credit or debit card used for the original purchase with you for the Store to process the refund.

Partial returns of bundles cannot be made in Store, but must be returned by post using the details above.

Purchases made in store can be returned to any of Stores under the following conditions:

• Any product (excluding gift vouchers/gift cards) may be returned for refund or exchange within 28 days of the purchase date, providing that the seal remains unbroken.
• Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return.
• Faulty software where the seal has been broken may be returned up to 3 months of the purchase date.
• Faulty hardware may be returned for a like-for-like exchange up to 12 months of the purchase date.
• A valid proof of purchase is required for any return.
• This does not affect your statutory rights.

Find your nearest Gamestation Store

Question: What is the WEEE Directive?

Answer:The Waste Electrical and Electronic Equipment Directive ("the WEEE Directive") is a directive from Europe. As a member of the European Union, the United Kingdom implemented the WEEE directive as UK law on the 2nd January 2007.

The purpose of the WEEE Directive is to reduce the amount of waste electrical and electronic equipment (known as "WEEE") being disposed of to landfill by promoting the separate collection, treatment and recycling of WEEE for environmentally sound disposal, so as to minimise the potential effects on the environment and human health that may arise from the presence of hazardous substances commonly found in electrical and electronic equipment ("EEE").

As a retailer of electrical goods, Gamestation is committed to complying with all applicable laws and regulations relating to WEEE ensuring that we are endeavouring to fulfill our environmental responsibilities at all times.

Provided that within 28 days of a purchase of EEE from Gamestation, a customer brings in an old item of EEE to any Gamestation store (regardless of from where and when it was purchased) AND provides a valid receipt of the new EEE purchased from Gamestation, then Gamestation will accept the old item free of charge.

Gamestation free take back service will only be available to customers where there is a like for like comparison between the new purchased product and the old product brought in for disposal (example: a new console or peripheral purchased for an older console or peripheral). Gamestation does not offer a home collection service.

A list of local Gamestation stores to take your old EEE product to can be found at the Store Locator.

As of 1st April 2007 all producers of electrical and electronic items are required to incorporate the following "crossed-out wheeled bin" symbol on their products. This symbol will indicate that the item should not be disposed of through household waste and should be properly disposed of via a retailer take back scheme or their local civic amenity site licensed to accept WEEE.

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MY ACCOUNT

Question: How does my personal account work?

Answer: Gamestation offers you the opportunity to set up your own personal account - as well as making future purchases easier and giving you simple-to-use control over order management. Account holders also get certain privileges over non-account holders, such as the ability to enter our fabulous competitions!
In this section you can learn all about managing your account, such as how to create an address book and how to safely store payment methods for use in future purchases.

Question: What are the benefits of creating a Gamestation Account?

Answer:You'll be able to store Personal Details to make the Checkout process easier and change Contact Details at the touch of a button.

You can manage your Delivery Addresses and Payment Cards, view Your Order History and enter exclusive Competitions. You can also set up a Wishlist.

Question: What about my personal details?

Answer: For information regarding this please read our Privacy Policy.

Question: I've forgotten my Password and am unable to Login. What do I do?

Answer: No problem. Just head on over to the Lost Password Page and enter your e-mail address. You'll then need to answer the security question you set yourself. An e-mail will be immediately sent out, where you'll be given a link to follow. From there, you will be able to reset your Password.

Question: But I've also forgotten the answer to my secret question! What do I do?

Answer: You'll have to phone Customer Services on +44 (0) 845 345 0335 to request your password. Be sure to have any personal details on hand - we'll need to ask you a series of security questions.

Question: I'm finished with my Account and wish to logout. How do I do this?

Answer:To logout of your account, all you need to do is click the "Log out" button in in the top right corner of the site. To log back in again, simply follow the "Log in" link and re-enter your Username and Password.

Question: If I forget to logout of my Account, will people be able to use my card details?

Answer:Absolutely not. While we have currently not implemented credit card detail storage in the system, we stand by our Privacy Statement and will never pass your personal details on to any third parties. If you do leave yourself logged in and someone else uses your PC, we will ensure checks are run to prevent any unauthorised user from using your card details.

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SECURITY AND PRIVACY

Question: How secure is Gamestation?s website?

Answer:You don't have to worry about the safety of your credit card information when shopping at Gamestation. We use encryption technology to ensure that any information you transmit during the ordering process is secure. Our servers are secured to protect all personal information including credit card numbers, your address and any products you may order.

If you still do not feel comfortable sending your credit card information over the Internet, and prefer to place the order by phone with a Gamestation Customer Services Representative, simply call +44 (0) 845 345 0335.

We reserve the right to decline an order at our absolute discretion.

Cybersource:
We use the services of Cybersource to screen all orders prior to acceptance. Smart validation technology is used to help verify that the genuine cardholder is the person placing the order.

Coremetrics:
We use Coremetrics for processing web analytics information, this information is currently stored outside the EEA in the USA. Coremetrics is a TRUSTe certified company demonstrating their adherence to its strict privacy principles and comply with the TRUSTe Watchdog dispute resolution process. The also comply with guidelines from the Federal Trade Commission (FTC), the Online Privacy Alliance (OPA) and World Wide Web Consortium (W3C). They are fully Safe Harbor compliant (More details). If you wish your data not to be included in general web stats please Contact Us.

TrustUK:
TrustUK is the body set up to approve online codes of practice. The Consumers Association and the Alliance for Electronic Business have worked together with support from the DTI in order to bring it about. The purpose of TrustUK is to set a standard for the conduct of e-commerce between business and consumers. The criteria for TrustUK approval covers all the concerns that a consumer might have when deciding whether to shop online.

Internet Shopping Is Safe - ISIS (imrg Code of conduct) :
The IMRG Code sets out basic standards for e-retailing. It is a manifestation of the IMRG members' collective effort towards establishing high industry standards that provides a meaningful point of reference and workable guidelines for e-commerce merchants and facilitators. The IMRG Code is also the benchmark used by IMRG and its members to facilitate self-regulation of the e-retail market: imrg reserves the right to measure the service of any e-retailer against the IMRG Code, not just those who voluntarily comply with it, and to take appropriate action in order to protect the industry.

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TRADE

Question: What consoles/games/accessories can I trade in with you?

Answer: Gamestation accepts most consoles, games and gaming accessories. However, trade-in items are at the discretion of manager and they may not trade in certain items, for example, retro items may not be accepted at particular stores. For further information, we recommend contacting the store you would like to trade your items in to and speak with them directly.

You can locate your local store by using our Store Locator

Question: I want to trade some items in store. Can I get prices for these online?

Answer: No, unfortunately trade prices are only available over the phone for most requests by either calling your local Gamestation of phoning us at 0845 345 0335. However, remember that these prices are only estimates and are only to be used as guidelines. These prices may change at any time without notice. Also note that the condition of the items will be taken into consideration as well.

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OUR PRODUCTS

Question: What PAL version are your products?

Answer:Our video games are PAL (UK and Europe) versions. You must have a PAL video game system to play them. We do NOT sell NTSC (US) video games. All PC (Computer) products that we sell should work on any PC system, provided it matches at least the Minimum Requirements to play the game (minimum requirements are viewable on the product pages for PC games).
Any DVDs on sale at Gamestation are Region Two (2) format only. There are six world Regions for DVD - Region 2 covers the UK, Europe, The Middle East and Japan. Discs manufactured in one region will usually only play on players that were manufactured for sale in the same region, so discs bought in the USA will not play on UK players and vice versa. Please check your DVD manual, or with the manufacturer, if in doubt.

Question: What can you tell me about Age Restrictions?

Answer:Any product with a BBFC (British Board of film Classification) rating will be clearly described as such on the product page for that item. For further information on BBFC ratings, see the Video Standards Council Website or the Ask About Games Website.
Additionally, we also display PEGI ratings. PEGI stands for Pan-European Games Information and is the new standard throughout Europe. PEGI age ratings are a guide and simply indicate what age you're likely to have to be to understand how to play the game (so a game like Civilisation for example, which is probably suitable content-wise for anyone, wouldn't be recommended for a 7-year old simply because of the depth of the game).
PEGI ratings can also warn of the type of content in a game - for example sexual content, violence or bad language.
Warning: It is an offence to attempt to buy a certificated title if you are under age or to attempt to purchase one on behalf of someone else who is under age.

Question: Do you offer any extended warranties?

Answer:Yes, we offer extended warranties on both new and pre-owned consoles. For more information please contact us on +44 (0) 845 345 0335.

Question: My console is broken, do you offer a repairs service?

Answer:If you have purchased the console from us and it is under warranty, please call us at +44 (0) 845 345 0335 to speak with us about your issue. If your item is outside of this period or you have not purchased the item from us, then unfortunately, no, Gamestation do not offer a repairs service at this time.

Question: : Do your stores repair scratched discs?

Answer:Yes, most of our stores do have the ability to repair scratched discs.
To find out if your local store repairs scratched discs you can use our Store Locator to find the contact details of your local store and take up your enquiry with them.

Question: : What is a wish list?

Answer:Your Wish List is where you put all the products you're most excited about. Here you can keep track of the gaming goodies you're planning to buy, or share them with friends and family so they can get you the perfect prezzie!

Question: : How do I set up a Wish List?

Answer:To create a Wish List you need an account with us, this is so we can keep your information secure and you can retrieve your Wish List when you return to the site. To create an account you can select 'Wish List' from the top menu and complete the registration process from that page. Once you have an account, next time you return to the Wish List entry page simply log in to retrieve your List.

Question: : : How do I add an item to my wish list?

Answer:Once you have set up an account and Wish List you are ready to add products in to it. On every product page you will see a 'add to Wish List' button, selecting this will add the product to your List and a message will be displayed telling you it has been added. Once added you can carry on browsing and add more products, or view your full List.

Question: How do I manage my Wish List?

Answer:Managing your List couldn't be easier, to view it select Wish List, login (if you haven't already) and from here you can:
~ Viewing: your full Wish List is presented aged you can scroll through the pages using the pagination at the bottom of the page
~ Position: next to each product you have a ranking which enables you to 'move up' or 'move down' items, this enables you to prioritise your List
~ Deleting: to delete a product from you List simple click on 'delete' to the right of the product image
~ Adding comment: if you like you can add a comment to each item in your Wish List, this could be a personal note to emphasise how much you want the item or a joke to a friend or family member about how much fun you will have together if they buy it for you?
~ Adding similar products: to help you find products that we think you will like, we have included a 'more like this' button next to each product in your Wish List, clicking on this will show you similar products which you may also wish for!

Question: How do I adjust my wish list setting?

Answer:The settings tab gives you access to information related to your Wish List; this includes:
~ Address: the address you added when setting up a registration will be your default address for when people buy something for you. If you like, in this area you can add new addresses, selecting this button will give you a short form to complete.
~ Visibility: in this section you can also select if your List is private or visible to your friends - more on friends below.

Question: : How do I share my Wish List?

Answer:Once you have created your Wish List you can share it with your friends, and if you are really lucky they will buy something for you!
To share your List, select the 'Share my List' tab. From here you can 'Add Friends' which asks for first name, last name and email. Once your friends have been added you can send them an email with a link to your Wish List; to do this first select the 'tick box' next to each friends name and then select 'Send Email'. Your friends will then get an email with a direct link to your Wish List. The site records when you last sent an email to your friends.

Question: : How do I buy a product from my Wish List?

Answer:If you would like to buy a product from your friend's Wish List select the 'Add to Basket' button next to the relevant product. This will add the product to the Mini Shopping Basket shown in the top right corner of the screen. When you are ready to complete your purchase select 'View your Basket' button. Here you will start the checkout process which will take you through a series of questions required to complete your order ? it is very quick!

Question: : How do I send an order directly to the owner of the Wish List?

Answer:During the checkout process you will be asked where you would like your order delivered to. By default it will display the Wish List owners' address and if you wish you can add a 'Gift Message' and this will appear on the delivery note.
If you prefer you can get it delivered to a different address and add this during the checkout process.

Question: : Will my friend know I bought something from their Wish List for them?

Answer:The owner of the Wish List will not be notified when a product on their list has been bought. We don't want to spoil the surprise!.

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STOCK LEVELS

Question: The item I want is out of stock, can I place an order and you send it to me when it comes into stock?

Answer: No, unfortunately we can not reserve items that are out of stock.

Question: Why does it say you have the game I want in stock on your website but when I was in my local store they were sold out?

Answer: This is because the Gamestation stores and the Gamestation website both work as separate entities and they both have separate stock levels.

Question: Do you have this item in stock in stores?

Answer: Unfortunately we cannot provide  information regarding store stock levels. The best option available is to use our online store locator to find the contact details of your local store and take up your enquiry with them.

Store Locator Link: http://www.gamestation.co.uk/store_locator

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PRICING & OFFERS

Question: Will Gamestation stores match the prices on the website?

Answer: No. Gamestation stores will not match the prices on the website.

Question: Why do you sell as bundles?

Answer: After listening to our customer's needs, we have decided that the best way of offering excellent products with excellent prices is to package these together as bundle deals. We strive to offer a wide range of these to our customers so that they may be able receive the most from their orders with Gamestation.

Question: Can I change the games that are offered in the bundles?

Answer: No, unfortunately the games offered in the bundles cannot be changed.

Question: What happened to the offer I saw yesterday?

Answer: If the offer is no longer available for viewing on the website then it has most likely ended. Our offers can change or be removed completely from the website at any time without notice.

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GETTING INVOLVED

Question: How do I use Social Bookmarking?

Answer:To use social bookmarking, you need simply to register on any one of several specialist social bookmarking sites, and click the links provided on compatible web pages right across the net ? such as those in our 'Share This Page' section on Gamestation product pages.

Question:Why should I use it?

Answer:The great thing about social bookmarking is that, where standard bookmarks are localised to your personal computer, online bookmarks allows you to keep a record online of your most visited pages and access them wherever you are in the world, from any computer terminal - and share them with anyone you wish.

They're also a great alternative to search engines, with specialist sites offering literally thousands upon thousands of links sorted by topic, and indexed by real people. Where search engines give results based on keywords, categories on bookmark sites are sorted by the most popular views, by people that know their stuff, making getting the results you want fast and efficient with little hit-and-miss factor.

Question:Can I send in product reviews?

Answer:Of course! Just please keep your Review relevant to the product you are reviewing, and please be honest!
Any review containing libellous, defamatory, racist, profane or otherwise incendiary content will not be published. Do not include personal details, advertisements or links to other websites. Gamestation reserves the right to refuse publication of any content deemed unsuitable ? no discussion will be entered into.

Please note: You may only publish one review per product.

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COMPLAINTS & FEEDBACK

Question: I am unhappy with the service I received form my online purchase. Where can I send my complaint?

Answer: You can either call us on 0845 345 0335 or you can use the 'Website Complaint' header in the Contact Us section of the website.

Question: I am very pleased with the level of service you have provided. Where do I send my letter?

Answer: We accept and appreciate all feedback into consideration. Please send this to ?Website Order Enquiries? header in the Contact Us section of the website

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OTHERS

Question: I am having technical issues with my console, who is the best person to call?

Answer: The best people to call regarding technical issues with your console are the manufacturers.

• If you are having issues with a Nintendo product please call: 0870 6060247
• If you are having issues with a Microsoft product please call: 0870 6010100
• If you are having issues with a Sony product please call: 0870 5998877

Question: Can I get student discount online?

Answer: No, unfortunately Gamestation does not offer student discounts on our online prices.

Question: Can I use my GEDIT card online?

Answer: No, unfortunately GEDIT cards cannot be used online at this time.

Question:: Can I use a credit note from store to pay for goods online?

Answer:No. Credit notes from stores can not be used on the Gamestation website.

Question: What time does your call centre open and close?

Answer: Normal business hours are Monday to Friday we are open 8am to 7pm. Saturday 9am to
5pm. Sunday 10am to 4pm. We are open most Bank Holidays as well, but these times will vary.

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CONTACT US

Question: I still havent found what I am looking for! What next?

Answer: If you still need assistance, then give us a call at 0845 345 0335 or contact us by email by Clicking Here

Or visit your local store. Use our Store Finder

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