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Help & Contact

Please select the subject below and click for more information.
  • Pre-Orders

    Pre-Orders are simply when you are able to Pre-Purchase an item we release for early selling.

    Your credit card will not be charged at the point of order, we will charge your card around 7 days before the release date, if your payment method is via Paypal, please note that due to the nature of the PayPal gateway you will be charged at the point of purchase.

    Every now and then, manufacturers’ scheduling and shipping dates can change and some Pre-Orders can be delayed, brought forward or cancelled. If the delivery date for an item changes, we will update that item on our website. If we cannot fulfil Pre-Order, we will send you an email to confirm the reason why.

    There are also occasions when a manufacturer does not fulfil our requirements fully, and we do not have enough stock all of the pre- orders. Should this occur, we will fulfil as many orders as we can, beginning with the earliest orders made. If your order cannot be fulfilled we will email you to let you know.

    Please be aware that making a pre-order does not guarantee that we will get that item into stock. We cannot be held responsible for suppliers’ cancellations or date changes and it will be the responsibility of the customer to ensure that sufficient funds are available.

  • I'm New How Do I Order?

    At Gamersheek we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us, although this is not a requirement, this is a very simple process and will ensure you can quickly make orders.

    Once you have created your account, browse the site; either using the categories listed at the top of the page, our search function, or by
    looking at our most recently added products.

    Select your product, and add the item to your cart.

    Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment.

    If you are happy with the order, please confirm the payment.

    We will then send you an email acknowledging that we have received your order and that it is being processed by our team.

    We will also let you know by email when the item(s) are dispatched to you.

  • I Bought an item that is now on sale, what is your policy on this?

    If in an unfortunate circumstance your purchased item falls in to our sale or any promotional** offer within 5 working days of your purchase date we will refund the difference by placing funds into your Stuarts London e-wallet in your account to use at your convenience. We reserve the right to reduce the prices on any of our products without any prior notice.

    **PLEASE NOTE WE DO NOT WORK THIS POLICY FOR OUR SEASONAL MAJOR SALES HELD ON THE WEBSITE DURING THE WINTER SALE HELD FROM BOXING DAY 26TH DEC OR THE SUMMER SALE WHICH IS HELD FROM LAST WEEK OF JULY.

  • Part of my order is missing?

    An item could be missing from your order for several reasons, more often than not because one item was out of stock.

    In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock.

    If this is not the case, please give us a call and we will do all we can to help. In most cases if an item is out of stock we will contact you by email to inform you first.

  • How Do I Know My Order Was Successful

    If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched

  • I am buying from outside of the EU -Who Pays the customs and import charges?

    Please note we are not able to 'de-value' any invoices or mark as 'gift' in order to help you avoid your countries Custom's and Duty charges.

    Any customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel.

    Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

    It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

  • How Do I Check If An Item Is In Stock?

    Our website is 95% up to date with stock levels.

    The website will not allow you to buy a product if the stock is not available.

    However in very rare cases some stock level inventory may be incorrect. This is usually due to the item missing from the warehouse or two orders for the same "last" items are submitted at the same time.

    If you would like to make sure in advance that stock level is correct then please email info@gamersheek.co.uk or simply phone one of our sales advisors on +44(0)141 370 3403

  • Can I Change Or Cancel My Order?

    We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.

    When changing the ordered items please call us or email us as soon as possible so we can amend the order. If we have already dispatched the order, then we will have to wait until you return the items back to us treat it as an exchange.

    More information on making a return can be found within our returns policy Click Here.

    Please note if the cancelled item is already on the way to you via a courier and you have notified us in accordance to the Distance selling regulations, we request you send our goods back before we can refund you. You are in full right to a refund of the product, but we are also in the right to charge a postage and packaging fee of our "costs incurred".

    If you are cancelling your purchase you can also opt to not accepting it from the courier as it will make it's way back to us. However there is no set time on how long it takes, so if you need a quick refund on your cancellation then accept the parcel and arrange your own suitable method of return.

    Please call us prior to returning back the package, incase we can organise a collection for the Cancelled order.

  • My Order Contains A Faulty Item.

    If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.

    Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We cannot refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.95 only.

    International customers , please not we will refund your postage costs for a faulty item, please use a standard delivery that is secure and signed for. Postage reimbursement is limited to £9.95

    Please note that Good Smile Company offer a free parts replacement service, you can contact them directly via this link:

    https://partner.goodsmile.info/support/eng/inquiry/

  • Where Is My Order

    If an order has not arrived when you were expecting it, we recommend first checking the email account your Gamersheek account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact.

    If you have not received any email updates, contact the web team on +44(0)141 370 3403 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help.

  • You Have Sent Me The Wrong Item.

    If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.

    Please note that you should return faulty/incorrect items using 1st Class postage - Recorded Delivery. We cannot refund the costs for express or next day delivery and if you choose to send the item(s) in this way we will refund a standard £3.95 only. (UK Customers)

    International customers , please note we will refund your postage costs for a faulty/incorrect item, please use a standard delivery that is secure and signed for. Postage reimbursement is limited to £9.95

  • Why Haven't You Replied To My Query?

    We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

  • Corona Virus Update

    Thank you for your interest in shopping with Gamersheek.

    As we are sure you are aware there is a global pandemic at the minute, this is leading to some minor delays of deliveries to and from our warehouse.

    If you place an order with us, we will strive to deliver your item at the earliest possible date.

    Please feel free to email us at info@gamersheek.co.uk and we will provide accurate information in regards to your order. 

  • Which Couriers Do You Use?

    We use Royal Mail, DPD Local, DHL, and Deutsche Post. Delivery is dependent on the availability and we reserve the right to use third party courier in order to get your parcel to you on time.

    If you would like more information on the type of courier we are going to use for your destination please contact customer services on +44(0)141 370 3404 prior to us sending your parcel.

  • UK Delivery Information

    Orders received by 1pm on a weekday will be shipped the same day or in any case of unforeseen delay the following day. Orders received at the weekend after 1pm on Friday will be shipped out on Monday.

    If this is not possible, or an item is out of stock, you will be notified by e-mail or phone.

    A confirmation of shipping will always be sent once goods are dispatched with a tracking number and link to trace your parcel.

    Deliveries are sent Tracked Royal Mail or with DPD, a signature on delivery is required, and otherwise the driver will leave a card through your door so you can rearrange your re-delivery or pick up from nearest depot. Some larger and more expensive items may be sent by Express delivery service where we will notify you with tracking ref via email.

    In most cases please allow 48 hours for delivery unless you have purchased a service . Orders to British Isles, Southern Ireland please allow 3-4 working days.

    Next-day delivery service can only be completed if the order(s) are received by 1pm.

    Please Note: We do dispatch to British Arm Forces, BFPO Addresses

    What To Do If You Think Your Parcel Has Been Lost Or Stolen?

    If you think that your parcel has been lost or stolen you must notify our customer services team within 7 working day.

  • How Much Is Delivery?

    Please note we offer a Free Delivery Service in the UK and for Worldwide destinations we offer a flat rate fee of £9.95, however some larger items may incur additional costs, these products will have notes in the description.

  • How Long Does Delivery Take?

    UK DELIVERY

    On orders placed before 1pm we aim to dispatched the same day, via Royal Mail UK 24 or DPD Local Next Day, this is of course is dependent on payment and stock availability.

    Any orders that are placed AFTER 1pm on Friday, will be dispatched on Monday before 12pm. 

    We do not have any couriers working on Sunday.

    For International Customers times scales can vary from destination to destination, however our selected couriers are DPD Local, DHL Express & Deutsche Post

    Most international parcels are sent using Deutsche Post if you want us to use (or not use) a particular courier please email us on info@gamersheek.co.uk and request a price and delivery time update.

  • Can I Track My Delivery

    Yes, all deliveries are traceable.

    Your tracking number can be found in your account area under "order history". Also a copy of your tracking number is will always emailed after items have been dispatched. Please also check your junk mail in case the email as filtered its self in to the that folder.

    Courier tracking numbers are only active and traceable 2-4 hours after the order have been dispatched from our warehouse. Collections happen approximately 4pm Mon-Fri.

    If you place your order AFTER 4pm on a Friday, your order will not be traceable until it has been collected from us, which will be the following Monday.

  • Will I Be Notified When My Order Is Dispatched?

    All orders placed before 1.00pm (GMT) will be shipped that day, dependent on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account or used at purchase. Also a copy of your tracking number will be in order history in your accounts area.

  • Who Pays Custom Charges

    Please note we are not able to 'de-value' any invoices or mark as 'gift' in order to help you avoid your countries Custom's and Duty charges.

    Any customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel.

    Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

    It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

  • UK Exchanges

    Got the wrong size or don't like the item? You can now return your item for FREE, without any extra delivery costs.

    Subject to our returns policy and 30 days returns period, to return an item for Exchange simply let us know that you would like to exchange your item by contacting our customer services team via email at info@gamersheek.co.uk or via Telephone at 0141 370 3404.

    How To Exchange Your Item?

    • Let Us Know
    • Once we have received your request for exchange our customer services team will send you a Pre-paid returns label FREE of charge
    • Print off a Returns label marking EXCHANGE, letting us know what you would like, to exchange your item for and the reason
    • Send your items back to us using your local post office*
    • As soon as we receive your item we let you know and send you out your item for exchange

    *Please make sure that your get your receipt as proof of delivery

  • Non UK Exchanges

    Do you want to exchange your item from outside the UK? 

    Subject to our returns policy and 30 days returns period, to return an item for Exchange simply let us know that you would like to exchange your item by contacting our customer services team via email at info@gamersheek.co.uk or via Telephone by calling +44(0)141 370 3403.

    * Please note that we cannot cover delivery costs for exchanges made from outside the UK 

    How To Exchange Your Item From Outside The UK?

    • Let Us Know
    • Once we have received your request for exchange our customer services team will send an INTERNATIONAL RETURNS FORM with instructions of how to return your items from outside the UK.
    • Print off the returns form marking EXCHANGE, letting us know what you would like, to exchange your item for and the reason
    • Send your items back to us using your local courier**
    • As soon as we receive your item we let you know and send you out your item for exchange

    *You can download an INTERNATIONAL RETURNS FORM by clicking here

    **Please make sure that your get your receipt as proof of delivery in case your parcel gets lost or stolen

  • How Do I Return An Item

    If you wish to make a return, you can by clicking here and then selecting your country. We do offer one free exchange for UK customers, simply click here

    We request that unwanted goods must be returned to us within a maximum of 30 days and all sale items must be returned within 14 days. 

    To exercise right to return when requesting a Refund / Exchange / E-voucher (credit note) and in compliance of the long distant selling act a maximum of 30 days is given. Faulty or damaged items can be returned within a minimum of 30 days. 

    When returning items please ensure that you send back items in an unworn, unused and resalable condition. Please make sure items are carefully wrapped, so that they complete the return journey in tact. 

    *Please note we do not hold any responsibility for lost or damaged items being returned back to us. 

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