Frequently Asked Questions

Is ordering from you on the Internet safe and secure?

Generally it is just as safe to order online from a reputable store like GamerStuff.co.uk as it is to pay using your credit or debit card in a shop.

Do you ship to my country?

We ship to the UK, Europe, North America and several other countries as well. If your country appears in the country dropdown list then we are able to ship to your address.

How long will it take for my order to arrive?

Most orders are dispatched within one to five working days. Occasionally, when there is a temporary problem with one of the items you’ve ordered, your order may be delayed. Once your order has been dispatched it takes one or two days to be delivered to UK addresses, about a week to be delivered to European addresses and two or three weeks for all other countries subject to postal services.

Can I order items which are ‘Out of Stock’?

Sadly you can't buy stuff that is out of stock.
 
What do I do if the goods I ordered haven't arrived?

The first thing you should do if the goods haven’t arrived even though we’ve emailed you letting you know they’ve been sent, is contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn’t been able to help you email us at: enquiries@igs-group.com so we can then investigate for you.

What should I do if I have problems placing my order?

If you have a problem at any point before entering your credit or debit cards details or if you are planning to pay by phone, cheque or money order it is safe to simply resubmit your order. Your first order will be automatically deleted in due course. If you have already entered your credit card or debit card details we recommend that you email enquiries@igs-group.com and we will investigate.

Can I change my order after it has been submitted?

Sadly our system doesn’t make it possible to change an order you’ve already completed. The only thing you can do is cancel your initial order and place a new one. Please email enquiries@igs-group.com and we will arrange to cancel the order and refund you any money you’ve paid. If you have placed an order and chosen to pay by cheque or international money order simply place a new order and your first order will be cancelled automatically in due course.

Can I cancel my order after it has been submitted?

If you wish to cancel an order you’ve placed please send a message to enquiries@igs-group.com and we will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.

What do I do if I've placed a duplicate order?

If you order twice by mistake send a message to enquiries@igs-group.com telling us the reference number of the item you want cancelled. We will arrange to cancel the order and refund you any money you’ve paid. You can only cancel an order prior to it being dispatched.

Why didn’t I receive an email confirming my order?

The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota. The other reason is that you accidentally entered your email address wrongly when you registered with us.

How can I tell if an item is in stock?

If a product has a ‘Buy’ button is should be in stock and available for dispatch, though sometimes we may discover later that the item is in fact out of stock. If this happens we will either email you to tell you or supply the remainder of the order and refund you the value of the out-of-stock item and the related shipping costs.

What if I can’t find what I’m looking for on your website?

If you can't find what you're looking for on the site we may still be able to find it for you. Email: enquiries@igs-group.com with your query.

How accurate are the product images on the site?

We work very hard to make sure that the images on the site reflect the actual products we sell. If for any reason you find an image which doesn’t please let us know by emailing enquiries@igs-group.com

How do I get you to stop emailing me your newsletter?

All you have to do is to click on the link at the bottom of one of the newsletters you receive from us or by emailing: enquiries@igs-group.com with the word UNSUBSCRIBE in the subject line.

Do you share my personal information?

Your personal information isn’t supplied to third parties except when it is required by law (for example to the Police when dealing with fraudulent orders). We do not allow third parties access to our customer list and certainly would never consider selling your details to anyone else.

How can I pay for my order?

We accept payment by all major credit cards and debit cards via Paypal.

Do you accept cash?

Sending cash through the postal system is a very bad idea and we don’t recommend you do so. If you choose to send money through the post it is at your own risk.

Can I pay you in Euros or Dollars?

All transactions on GamerStuff.co.uk take place in Pounds Sterling, however you can use a credit or debit card in any currency which will be converted into Pounds Sterling. We display a price in Euros as a rough guide to the amount you will be charged when converted into Euros by your card provider.

Which credit cards do you accept?

We accept all credit cards issued by Mastercard and Visa. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online. We don't accept Diners or AmEx.

Which debit cards do you accept?

We accept Visa Debit, Visa Delta, Visa Electron, Switch, Solo and Maestro. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.

Do you accept Western Union or wire transfers?

Sadly we do not accept wire transfers or payments by Western Union transfer.

How do I use a discount code?

To use a discount code enter it into the ‘Discount Code’ area in the shopping cart. The value of the coupon will automatically be deduced from the order total. It is very important to correctly enter the code as we can’t give you the discount once you’ve completed your order.

When am I charged for my order?

All credit card, debit card and Paypal transactions are debited during the shopping cart process.

What are your shipping rates?

Each individual item has a shipping rate highlighted based on its weight and your location.

Price for UK deliveries are as follows:

International countries have been grouped into zones based on postage costs. To view which zone your country falls into, please click here. To view a breakdown of shipping rates clic k here. 

 How will I know when my order ships?

Once your order has been dispatched from our warehouse an automated email is sent to your registered email address letting you know.

Can I return my order?

GamerStuff.co.uk offers a money back guarantee on all its products. If you buy anything and decide within 14 days that you don't want it all you have to do is send it back to us in mint condition and well refund you the cost of the items. If the goods are damaged or not what you expected please email enquiries@igs-group.com before sending them back to us as we have a different procedure for dealing with these returns. Please be aware, however, that we are unable to refund items that have clearly been used. Please see our Returns Policy page on this site for further information.

I’m not at home during the day. How can I get my goods?

We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn’t able to deliver your order because no one is in a card will usually be left giving instructions on how to arrange redelivery.

What should I do if my goods were damaged in transit?

We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you discover something in your order is damaged you should use the returns form on the back of your order's delivery note to return the items back to us so we can arrange for a replacement or refund.

What should I do if some of my order is missing?
If you discover that some of your goods are missing you should email: enquiries@igs-group.com explaining the situation.

What should I do if you've sent me the wrong goods?

If you discover that your goods are incorrect you should you should use the returns form on the back of your order's delivery note to return the items back to us so we can arrange for a replacement or refund.