Delivery Prices & Information
Here at Firestorm Games we want to offer you the best deals we possibly can. So, for all orders over £40, we provide free shipping worldwide! 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.
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!
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.
The standard shipping rate for all orders under £40 within the UK is a flat rate of £3.55. 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 uses Royal Mail 24 and should take1-3 days from dispatch. For larger packages within the UK we may decide to use a courier 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..
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. The only fully tracked service by Royal Mail is Special Next Day by 1pm 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
Orders from outside the UK also benefit from free shipping over £40 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. These countries currently include Russia, Brazil. 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 Airsure or International Signed For. 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.
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.
If you live outside the UK or the European Union 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?
If your order has not arrived within an acceptable time from dispatch, give us a call or drop us an email at email@example.com and we will see if we can help. Usually, a call to your local sorting office will solve the problem but if your item has gone missing, then we will endeavour to help track your parcel down. Please note however, we cannot always offer refunds in these situations where we can provide proof of postage.
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 firstname.lastname@example.org. 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.