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Contact us Monday - Sunday: 10:00am - 6:00pm (Tue, Thur & Fri until 10pm)

 

Delivery Prices & Information

Here at Firestorm Games we want to offer you the best deals we possibly can. So, for all orders over £40 in the UK, £50 in the EU and £75 for Rest of World we offer FREE shipping! There are some exclusions to this for non-UK deliveries that exceed the 2kg Airmail limit which are detailed in the delivery policy below.

When can I expect my items to be sent?

SAME DAY DISPATCH - We now have a live stock system linking our webstore to our Bricks and Mortar stores in Cardiff, Newport & Swindon. For items showing 'in stock now', we aim to pick, pack and post your item on the same day as you ordered if placed before 3 pm Mon-Fri. When your order is picked, you will receive an item by item update status. When all of your items are marked as 'picked' we will then dispatch your order. When it is packed, you will again receive an item by item status update.

STOCK STATUS EXPLAINED

'x' In stock now - these items are available for same-day dispatch if placed before 3 pm Mon-Fri. (Note: Pre order stock may be held until release day if embargoed by the manufacturer).

'x' Avail. 1-3 days - these items are either in our Newport or Swindon store and not usually available for same-day dispatch. These will be transferred internally usually within 1-3 days and then dispatched to you.

Order now - these items are not currently in stock but can be ordered. We will order asap from the supplier and dispatch to you as soon as they arrive.

Out of stock/Unavailable - these items have a known supply issue so are not currently available to order.

Pre Order - these items have not yet been released and your order will be processed when stock becomes available on release. Please note that many manufacturers such as Games Workshop have strict embargoes on release dates which means that products cannot be shipped to arrive before said date. This may affect the type of shipping you wish to choose.

If you have pre-ordered new releases along with other items, we will hold the whole order until all items are ready for dispatch. If you wish to receive your items in two shipments, please order them separately.

If you need your order urgently, contact us and we can try to give you a specific delivery time for out of stock items. Having said that, we do carry a pretty big stock list for a shop so most of the time it won't be a problem!

UK Delivery

PICK UP FROM STORE

Able to make it to one of our stores? All UK online orders are available to be picked up from one of our stores but payment must be made online when ordering.

STANDARD DELIVERY

The standard shipping rate for all orders under £40 within the UK is a flat rate of £3.90. Orders of over £40 will be shipped free. However please note that certain items are excluded from this, such as aerosol sprays. These items will be indicated in their product descriptions and incur a surcharge at checkout.

Standard UK delivery is usually Royal Mail 24 and should take1-3 days from dispatch. For larger packages within the UK we may decide to use a different service depending on the best deal we can get to manage the cost. Non-mainland UK orders that are over 2kg will incur an additional charge due to increased costs imposed by the postal/courier services. These will be indicated where possible at checkout or if there is a problem we will contact you to discuss..

RECORDED DELIVERY

Want proof of UK delivery? In addition to the standard UK delivery options, Royal Mail 24 Signed For is also available. The price for these delivery options is dependent on the weight of the order and will be indicated at checkout. Royal Mail 24 Signed For usually takes 1-3 days from dispatch respectively. We also now offer a Royal Mail 24 Tracked service which you can use for peace of mind, again delivery is usually expected within 1-3 days. Special Next Day by 1pm delivery is also available which garauntees delivery by 1pm next working day from dispatch*.

*Please refer to Royal Mail for a fuller explanation of these services and any service updates which may effect delivery times. Please note we are not liable for service delays from Royal Mail.

COURIER DELIVERY

We also offer a courier service within the UK at a standard fee of £6.95. We currently use DPD Local for the majority of our courier services and is usually delivered within 1 working day for mainland UK and offers tracking. Please note that DPD cut off for next day is 2pm

Non UK Delivery

STANDARD DELIVERY

Orders from outside the UK  benefit from free shipping over £50 within the EU and £75 for Rest of World, with the exception of heavy/bulky items. The standard shipping rate for orders outside mainland UK depends upon whether the order is being sent to the European Union or not and the weight/size of the order. Please check the checkout screen for the shipping costs related to your order.

Note - certain countries are no longer eligible fo free shipping due to a large number of missing parcels or high costs. These countries currently include Russia, Brazil and USA. We will still ship to these countires but only via a tracked method.

  • Standard European Union and non-European Union delivery are dispatched with Royal Mail International Priority and normally takes 3-5 working days and 5-7 working days respectively.

Please note that there is no tracking facility on non-UK standard delivery. If you require tracking please select a tracked service. For larger packages overseas we may split parcels so they ship under the Airmail 2kg limit. If an item cannot be shipped via airmail we will contact you to advise of the best method of transport but this may incur an additional shipping charge.

RECORDED DELIVERY

Want proof of international delivery or want it tracked? (tracking in the UK, at the point your items leave the UK and in some overseas destinations) In addition to the standard non-UK delivery options, International Tracked and International Signed For are available. The price for these delivery options is dependent on the weight/size of your order. International Tracked and International Signed For are usually a day quicker than standard non-EU delivery.

Import Taxes

If you live outside the UK  you may be subject to import taxes or customs duty. Unfortunately, we are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges you may or may not be liable for. Please don't ask us to doctor the CN22 Customs Declaration sticker on your package.

What if my order does not arrive?

UK Deliveries

We send the majority of our items via Royal Mail 24. Deliveries should arrive within 1-3 working days of being posted. Royal Mail state that 90% of their RM24 mail arrives the next day, however, its not guaranteed. If yours still hasn't arrived they give the following advice:

Is it less than 4 working days since the item was posted to you?

If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Has it been between 4 and 14 working days since the item was posted to you?

If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 working days passed since the item was posted to you?

The Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at sales@firestormgames.co.uk stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace items that the Royal Mail has lost until after 14 working days have passed and we cannot always offer refunds in these situations where we can provide proof of delivery.

Non-UK Deliveries

Delivery to Non-UK destinations vary. Many European deliveries are sent via your local postal service, for example, Deutsche Post in Germany or La Poste in France, and can take only 3 or 4 days to arrive. Other destinations use different services.

For deliveries to Non-UK destinations we must wait until 20 working days for deliveries to Europe, and 25 working days for the rest of the World have passed before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at sales@firestormgames.co.uk stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace lost items destined for Non-UK addresses until 25 working days have passed and we cannot always offer refunds in these situations where we can provide proof of delivery.

What happens on Bank Holiday Weekends?

Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the system.

Customer Service Focus

Here at Firestorm, Customer Service is our top priority. We strive to ensure you get the best service we can give you. If we don't meet your expectation the first time, let us know! We will try to put that right straight away. Contact us at sales@firestormgames.co.uk. We really appreciate feedback and have partnered with Trust Pilot to focus on this area of the business. They may contact you to ask for feedback on your experience with Firestorm Games.