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Help & Contact

Please select the subject below and click for more information.
  • Why has my order not shipped yet?

    Why has my order not shipped yet?

    Most in-stock items are shipped within 2-3 business days.

    For example, if you place an order on a Friday evening, your order should ship by Wednesday the following week.

    There are some cases where your order will be delayed for a variety of reasons, some are out of our control.

    Please note we are working round the clock to get all orders picked, packed and shipped with extreme care.

    Please wait 5 business days before sending us a message to inquire about your order.


    See some of our customer feedback for our shipping speeds

  • When will my pre-order ship?

    When will my pre-order ship?

    Release dates can be subject to change. The dates on the product pages will usually be up-to-date, however delayed adjustments are possible. Please check the manufacturers website for the most up to day information.

    For figurines and merchandise, we will generally ship your pre-order within 3-5 days after the release date, this is down to the volume of stock coming in, and the time to check all stock to ensure no damages etc.

    For video games, pre-orders are dispatched in time for the game to be delivered on the release date.

    You will receive an automated email with tracking information once your order ships.

    If you have not received an email with your tracking number 7 working days after the advertised release date, please contact us on support@gamersheek.co.uk

  • Why is no one answering the phone?

    Why is no one answering the phone?

    Gamersheek is ran by myself, I try to answer all calls however this may not always be possible.

    Our preferred method of contact is email and I will always respond to emails within 3 working days.

    If your matter is urgent and your call has not been answered, please leave a voicemail with your contact number and any relevant information and we will get back to you asap.

    Please note that our stores are ran independently and will not have answers to any questions regarding online orders.

  • Why is no one answering my emails?

    Why is no one answering my emails?

    We normally reply to all emails within 48 hours of receipt, however in rare instances, we may need to await information from a supplier or alternative source, this may lead to a delay in receiving a reply from ourselves. If you have not heard from us within 3 working days feel free to send another email.

    Our website customer service hours are Monday - Friday 10am to 4pm.

  • Why is my order status "Pending Payment"?

    Why is my order status "Pending Payment"?

    If your order is in stock, the status of your order will remain "Payment Pending" until our team process the payment, this can be anything from 5 minutes to the next working day, this is due to the manual processing of card transactions.


    If the order is a pre-order the "Pending Payment" status will remain until a member of our team pre-authorises your card with a 1p transaction, this 1p is then refunded, this will allow us to charge your payment method when your pre-order is ready to ship.

    If your order status is still "Pending Payment" after 7 days please contact support@gamersheek.co.uk

  • What does the "Payment Failed" status mean?

    What does the "Payment Failed" status mean?

    Unfortunately we don't have any control over your credit or debit card being authorised or declined.

    We use a 3rd party payment processor called Opayo (formerly SagePay).

    Cards can be declined for various reasons from the wrong details being entered to your card issuer deeming the transaction suspicious.

    If your order status is "Payment Failed" please reach out to your card issuer before contacting ourselves.

  • Shipping Delays

    Shipping Delays

    In this section you will find information about any shipping delays:

    Good Smile Company have recently relocated their warehouse from Hong Kong to an area in China, this has caused a massive delay in the couriers being able to collect from this part of China, we are experiencing severe delays in our shipments arriving please email - support@gamersheek.co.uk with your order number if you would like an update, we are unable to email every customer with the sheer volume of products affected.

    Gamersheek are currently experiencing a high volume of orders, this has impacted our warehouse and we are experiencing a 3-4 day additional delay in dispatching orders.

    If your order is urgent please bare this delay in mind.

    If you need any further help please contact support@gamersheek.co.uk


  • Official Items

    Are Your Items Authentic & Official?

    Gamersheek only sell 100% genuine, authentic & official merchandise, we do not tolerate bootlegs or unlicensed products of any kind!

    Gamersheek are proud to be the UK's Number One Official Good Smile Partner Shop.

    Good Smile Partner Shop Logo

  • Payment Methods

    What payment methods are accepted at Gamersheek?

    We accept a wide range of payment methods:

    VISA Credit
    VISA Debit
    Mastercard Credit
    Mastercard Debit
    American Express
    PayPal
    Android/Apple Pay
    Gamersheek Gift Vouchers

    All orders will be charged in British Pounds.

    If you need any further support please contact us: support@gamersheek.co.uk

  • Pre-Orders

    Pre-Orders

    When Do I Pay for a Pre-Order?

    This depends on your payment method, if you pre-order using PayPal, Android or Apple Pay the payment is taken in full at the point of purchase, this is because we cannot charge these methods at a later date.


    If you pre-order using a credit or debit card, you will not be charged until the item is ready to ship from the suppliers warehouse, this can be anything up to 3 weeks before the release date, a 1p charge is taken within 3 days of a pre-order, this is refunded, this allows us to authenticate and authorise your card, this allows us to charge the card at a later date.

    If for some reason we are unable to authenticate and authorise your card either at the point of pre-order or the point of the product being released, we will send you an email advising of this, you will be advised that we will try again within 2 working days, if the 2nd attempt is not successful, the order will be cancelled and the stock will be released.

    When will my pre-order ship?

    Gamersheek aim to ship new arrivals within 3-5 working days of the products arriving, although delays are possible. Please check our Status Update page for any additional delays in regards to shipping.


    Release dates are subject to change and can change at very short notice, the dates on the product pages are generally correct, however delayed amendments are possible. Please check the manufacturers website(s) for the most up-to-date accurate information.

    Do Gamersheek offer pre-order bonuses?

    Some items may be announced with Pre-Order Bonuses, information about these bonuses or their quantities and availability are provided by the manufacturer and might differ from the initial information provided. In cases of pre-order bonuses, these will be supplied on a first come first serve basis.

    For Example, Nintendo may offer a steel book case with purchase, unfortunately these are never given on a 1:1 basis, so these pre-order bonuses will be given on a first come first serve basis.

    Can I cancel my pre-order?

    Yes of course, you can! All you have to do is send an email to support@gamersheek.co.uk with the Email Title: Gamersheek Order (insert order reference here) Cancellation.

    We will pick this up and normally cancellations are done within 24-48 hours.

    Did we also mention unlike other retailers we do not charge "Restocking Fees", or "Cancellation Fees" we believe that retailers that do this are acting unprofessionally and taking your money for the "inconvenience of hitting a few buttons" to cancel an order.

    We know that retailers charge anything from 3.5% to 10%, Gamersheek have not nor will we ever charge a customer for cancelling pre-orders!

  • Availability & Pricing

    Availability & Pricing

    Items with an Add to Cart button are usually available and will normally ship within 24-48 hours of the order being placed.

    In certain cases, items may be displayed as in stock and available, while they are in fact sold out or a stock error, if this happens you will be contacted directly.

    For UK customers, the price you see is the price you pay, there are no additional charges, we offer FREE UK SHIPPING on all orders.

  • Combining Orders

    Can I order pre-orders and in-stock items on the same order?

    Yes you can.

    Add all your items to the basket, and when you reach the checkout, there is a button as shown below that says "Dispatch Items As They Become Available"

    This will split the basket into release date and create subsequent orders on our system.

    If you have not selected "Dispatch Items As They Become Available" the system will combine all products into one order, the warehouse will not be advised to pick any items that are in-stock if the order is combined with a pre-order, we can split the order down manually after the order is placed, however this does cause some confusion with orders and it may make your entire order look complete, this is not the case but due to the warehouse system integrations, the orders will look complete, however the warehouse system does know that there are outstanding orders and they will be fulfilled when the products come into stock.
     

     

  • Special Requests

    I Can't See A Product On Your Site, Can You Get It?

    Gamersheek are always adding new products, however we may miss a new pre-order or a new release item. If you are looking for something in particular please just send us a link of the product from either the manufacturer's website or another retailers website and we will do our best to source it and list it on our site as soon as possible.

  • Address Changes

    Can I change my address?

    The billing address and default delivery address can be updated on your account page.

    If you need to update the shipping address of a current order, you will need to email support@gamersheek.co.uk.

    Please ensure that you double check the address before placing an order, as the address cannot be changed after the order has been shipped.

  • Order Issues

    Solving any issues with your order.

    If you have any issues with your order, we are here to help!


    Please contact our support team as soon as you can after receiving your item and we will be able to find a solution to your issue.

    Please do not use Social Media Channels to contact us, as we do not monitor these regularly.

    Our preferred method of contact is emailGamersheek is ran by 1 person and they may not be able to always answer the phones, however we will always reply to emails.

  • Delivery Issues

    My tracking says undeliverable or returned to sender!

    If a shipment could not be delivered due to an incorrect address or not being claimed for or refused by the addressee, the parcel will be delivered to Gamersheek.

    In order to resend an undelivered shipment, Gamersheek will charge a flat rate fee of £4.95 to send out the parcel again.

    A package returned to us by the post office as undeliverable, unclaimed, or refused by the addressee is not an authorized return and as such not eligible for a refund.

  • Lost Orders

    My order is lost!

    99% of Gamersheek orders are sent fully tracked and insured!


    If your order has not arrived, within the expected timeframes (below), we will launch an investigation with the courier.

    Please note that couriers require a maximum of 10 days to complete any lost parcel investigations, during this time we may not be able to send a replacement, however this is on a case by case basis.

    Royal Mail Tracked 24 - 1-2 days delivery service - Royal Mail advise a parcel can only be classed as lost if not delivered within 10 days after the above timeframe.

    DPD Next Day - DPD will launch an investigation if there are no new scans in the Track & Trace for a few (3-5) days.

    Please email us support@gamersheek.co.uk if you believe your order is lost.

  • Price dropped after my order

    The price has dropped after I placed my order!

    For pre-orders, if the price drops before your order ships, you will pay the lowest price, guaranteed.

    For non pre-orders unfortunately we are unable to offer a refund, however if the price has dropped within 14 days of your order shipping, please contact us and we may be able to credit your account with the price difference, this is on a case by case basis.

  • Tracking number not working

    Why isn't my tracking number working?

    It can take up to 24 hours for your Royal Mail tracking number to become active, this is because our mail is collected in mail bags and the scan for your item may not happen straight away.

    For DPD the scan is when the driver comes to collect the product, again this may not happen till after 3pm.

    If after 24 hours your tracking number is still not working please email us - support@gamersheek.co.uk

  • Order has not arrived within the specified timeframe

    My order has not arrived within the specified timeframe!

    The shipping estimates that are provided are based on estimates provided by our couriers.

    Royal Mail Tracked 24, should be a next day service however sometimes this is a 1-2 day delivery service.
    DPD Next Day, should be a next day service however sometimes this is a 1-2 day delivery service.

    If your order appears to be lost and 10 day have passed over the estimated delivery arrival, please contact us and we can open an investigation with the relevant courier.

  • UK Shipping

    UK Shipping

    Gamersheek offer FREE UK SHIPPING on all products.

    Please see below table for couriers used:

    Video Games - Royal Mail Large Letter Tracked 24
    Console Accessories - 
    Royal Mail Small Parcel Tracked 24 or DPD Next Day
    Games Consoles - DPD Next Day or ParcelForce
    Figurines - Royal Mail Small Parcel Tracked 24 or DPD Next Day.
    Small Items such as Nendoroid Doll outfits etc - 
    Royal Mail Large Letter Tracked 24

    Whilst 99% of these services are next day, delays may happen, please check the below links for any delays to the courier networks:

    Royal Mail: https://personal.help.royalmail.com/app/answers/detail/a_id/12556/~/service-update

    DPD: https://www.dpd.co.uk/content/products_services/uk_issues.jsp

  • International Shipping

    International Shipping

    Gamersheek offer worldwide shipping using 2 couriers.

    We offer DPD & DHL including DHL Global Mail, also called Deutsche Post.

    Please see below a table of countries we ship to, costs and delivery timeframes:

    DPD Countries:

    CountryCourier UsedDelivery TimeCost


    Austria


    DPD


    3 Days


    11.95
    BelgiumDPD3 Days11.95
    Czech RepublicDPD4 Days11.95
    DenmarkDPD4 Days11.95
    FranceDPD4 Days11.95
    GermanyDPD4 Days11.95
    HungaryDPD5 Days11.95
    LithuaniaDPD5 Days11.95
    LuxembourgDPD3 Days11.95
    NetherlandsDPD3 Days11.95
    PolandDPD4 Days11.95
    Republic of IrelandDPD2 Days11.95
    SlovakiaDPD5 Days11.95
    SloveniaDPD5 Days11.95
    SpainDPD4 Days11.95
    EstoniaDPD6 Days14.95
    ItalyDPD4 Days14.95
    LatviaDPD6 Days14.95
    PortugalDPD5 Days14.95
    SwedenDPD5 Days14.95
    BulgariaDPD6 Days16.95
    CroatiaDPD5 Days16.95
    FinlandDPD6 Days16.95
    GreeceDPD8 Days16.95
    RomaniaDPD6 Days16.95


    Deutsche Post Countries:

     

  • Damaged or defective item

    My order is defective or damaged!

    First of all, apologies that this has happened!

    If you have received an item that is defective or damaged, please email support@gamersheek.co.uk with your order numer, and images of the defective/damaged part and we will resolve this asap.

    Please note for Good Smile Company products, that a replacement may not be available, however you can contact Good Smile directly via this link: https://www.goodsmile.support/en/inquiry_en/, if you would prefer a refund, this certainly can be arranged.

  • I Have Changed My Mind - How To Return An Item

    I Have Changed My Mind - How To Return An Item

    As per The Consumer Protection (Distance Selling) Regulations 2000 you have 14 days to return an item as long as the item is in the same condition that it was delivered.

    If you change your mind and would like to return an item, please use the Return Items button on the order in which you would like to return.

    This will generate a Returns Form, please print this off and put it in the shipment along with the returned item.

    All items must be returned via a tracked service, this is to ensure delivery and peace of mind for your return, we advise you use Royal Mail Tracked 48, this is a cheaper service and all items are usually delivered within 24-48 hours, you can use DPD to send larger items as this is an alternative to Royal Mail and you can drop your return to various DPD Drop Off Locations across the UK.

    Please note that the customer is responsible for all shipping costs incurred for returning an item to ourselves.

    If you have any further questions please contact us on support@gamersheek.co.uk

  • Can I cancel a single item from my order?

    Can I cancel a single item from my order?

    Yes of course, if your order has not been shipped we can certainly amend the order to remove the unwanted item, if your order has been paid for, we will issue a full refund for the unwanted item.

    If your order has been dispatched, you can return the item upto 14 days after the item has been shipped for a full refund, the cost of returning the item has to be covered by the customer, all returns must be returned using a tracked service.

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