Help & Information

Choose a topic from the left hand side. If none of these answer your question then our customer care team are here to help you, online and on the phone.

Our Most Frequently Asked Questions

• When will my card be debited?
• My order says "In progress", what does this mean?
• I have not received my order
• I have received some but not all of my order
• I have ordered the wrong title
• I have received duplicates in my order
• My account has been declined
• My card has been declined
• My order was shown as Posted but has now changed back to Order Taken / Processing / Packing - Why?

When will my card be debited?

Your card will be debited when you place your order through our website. If you can cancel your order (as permitted under our terms of sale) we will refund your card within 3 working days.

My order says "In progress", what does this mean?

Your order has been received and is being processed.

I have not received my order

We normally process and dispatch orders within 24 hours. This means that most products are usually delivered in 3-5 working days. Occasionally due to postal delays, particularly at times of the year when the postal service is very busy, they can take longer. We have to allow up to 14 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact us if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.

I have received some but not all of my order

In most cases all your items will actually be dispatched on the same day however we will sometimes send items seperately to avoid further delay. If you are unsure, look at the delivery status of your items in "Your Orders" to check whether we have been able to dispatch all of your items.

I have ordered the wrong title

If the cancel option is no longer on your account the title will be processed and posted within the next 24 hours. Please return the goods unopened via recorded delivery to the address below. Once we receive the item we will be able to refund your card.

I have received duplicates in my order

Please return the duplicated item unopened to the address below via recorded delivery. As soon as we receive the item we will refund your card. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us.My goods are faulty or have been damaged in transit!Please return the item to the address below via recorded delivery including the invoice and a small note explaining the reason of return. FAULTY GOODS HAVE TO BE RETURNED WITHIN 28 DAYS. As soon as we receive the item and it has been tested we will either refund your card or send a replacement disc. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us.

My account has been declined

This can happen only to new customers and to customers who have recently changed their billing or address information. BEFORE contacting us can you please check the following:

Cardholder address - This should be the address where your Credit Card Bills or Bank Statements are sent to. That your house number (or name) and postcode are exactly the same as they appear on your Credit Card Bills or Bank Statement. If you do find a discrepancy then please update your details online so that your order can continue to be processed. If, however, you do not find any discrepancies, contact your credit / debit card issuer to confirm the address they have on file for you.

My card has been declined

Credit and Debit cards may be declined for a variety of reasons:

Your card may have expired - Update your details and your order will automatically be resubmitted.

New Customer or Changed Card Details - Please check all your card details as sometimes it is just a wrong number, expiry date or an issue number missing. Correct your details, by clicking 'Change Details' on the Account Details page, and your order will automatically be resubmitted.

You may have inadequate funds in your account - Please check with your bank, then go to the Declined Orders page and click on the Resubmit my orders button.

The bank may have carried out a random security test - If you can see no reason for your card to have been declined it is likely that you will simply need to speak to your bank in order to clear the security test status that has been applied to your card. You will then be able to continue using it to purchase online and via mail order. As your card is unlikely to work for such transactions until it has been cleared we strongly advise you to speak to your bank at your earliest opportunity. When you have done this go to the Declined Orders page and click on the Resubmit my orders button.

My order was shown as Posted but has now changed back to Order Taken / Processing / Packing - Why?

Very occasionally an error or an incident occurs at the point of dispatch which means the original dispatch is unlikely to reach you. If this is the case, rather than waiting the normal 14 day period for us to be sure that you will not receive the item we prefer to rollback your dispatch and process it again. In these rare instances it is possible you may receive a duplicate copy of your item, although you should not be charged a second time. If you do receive a duplicate in this instance please follow the instructions shown above in 'I have received duplicates in my order'.