Lost Item
Important Notice: From September 2017 we will no longer sell games direct to customers.
In the unlikely event that your item bought from us directly doesn't arrive, we will provide a replacement or full refund. Please read the following to learn more.
Once items have been dispatched to Royal Mail we have no control over delivery. Providing your order has been correctly addressed it will arrive shortly. Incorrectly addressed mail can take longer.
Has your order definitely been dispatched?
Please check the orders section of your GameStock account. If the status is dispatched/shipping then it has been sent. Pre-orders arrive by the official UK release day. Release dates are subject to change beyond our control.
Code Delivery: Not all games are sent in the post. READ the title of your purchase and check: "Key Code Delivered by Email". Can't find our Email? Log in >> My Orders >> Get the Code.
Check if someone else at your address has accepted it?
Has you parcel been left with your neighbour?
Make sure you ask your neighbour, rather than waiting for them to call. Royal Mail allow you to opt out of having mail delivered to a neighbour.
Is your parcel at your local Royal Mail collection office?
It is possible Royal Mail may be holding your parcel, but left no card. This is very common. Please call your Local Royal Mail Collection Office and check if they have your item ready for collection or to arrange a redelivery. UK customers can find their local sorting office by calling the Home Customers information line on 03457 740740. *Extended opening times 7 days a week during December (offices vary).
How long ago was your order sent?
We are governed by Royal Mail terms & conditions and they require a waiting time before submitting a lost/delayed or missing claim. The waiting time for Royal Mail 1st and 2nd class including signed for mail from dispatch is:
- 5 Working days for Next Day Special Delivery
- 10 Working days for UK Inland mail
- 20 Working days for Europe
- 25 Working days Worldwide
Working days exclude weekends and Bank Holidays.
No replacement or refund can be sent before Royal Mail's waiting time-frame has passed. If your order has been sent, is past the lost parcel time frame for your region and you've contacted the postal service without success, please follow the instructions below. This straightforward system allows you to request either a replacement item (stock available) or a refund to your account.
We understand this might cause upset but unfortunately, we cannot take any action until this time has passed. This policy is in alignment with mail order business regulations.
Our Couriers: DPD, My Hermes, and Interlink Express can act sooner for lost missing or delayed items.
Nearly all our mail orders will be sent with tracking and insured for the correct value. We use a secondary bulk mail proof of postage system verified by the OBA & Mail Centre. If we can't make a claim for the lost item, we can't refund or replace.
Generally, anyone who answers the door can sign for Proof Of Delivery. The person who signs POD takes full responsibility.
Payment orders and Delivery Help
TERMS AND CONDITIONS
By completing the lost parcel claim form or claiming under the eBay money back or Amazon A-Z guarantee, or any other contact claiming item not received, you agree that, if you knowingly receive your order or more than copy of your order, falsify information, or in any other way attempt to defraud GameStock of goods or money, you should understand that you will be in breach of the lost parcel agreement and be prosecutable under the Sale and supply of goods act 1994. You agree to be held liable for legal fees and a fine of up to £1000 and understand you will be banned from placing any future purchases with GameStock. We will appoint a debt collection agency to recover all costs. Our partners and carriers keep records and have the right to refuse to deliver items to blacklisted addresses. Royal Mail could permanently stop delivering to your address. Claims for lost items must be made within 30 calendar days of the dispatch date.
CLICK HERE TO GO TO ROYAL MAIL AND COMPLETE A LOST IN POST FORM.