Frequently Asked Questions
Question About Payments
What payment methods do we accept?
We accept PayPal, Bank Transfer and Major Credit/Debit Cards, and PayPal Website Payments Pro Gateway. You can also pay for your order with store credit vouchers but Please note: at present, store credit can only be applied to products in the cart and not to services such as shipping charges.
What Currencies do you Accept?
We only accept payment in GBP. If you are outside the UK. Your bank or credit card provider will often have charges for paying us in GBP.
Our prices are also only calculated in GBP, any other currency shown on our store is an indicator only.
Should we need to refund you we will refund you the sterling amount due for your order or items. This may result in you receiving a different amount in your local currency due to fluctuations in exchange rates. If you opt to take store credit instead this will be applied to your account in sterling which will be unaffected.
Do you keep any form of payment details?
No, in fact we are never handle or are able to view any of your payment information as they are processed through secure transactions and store no details whatsoever.
Can I place orders over the phone?
Unfortunately, that is not a service we offer. We have no access to the payment system so there would be no way for us to charge you for the order. This was chosen as a security feature to ensure that your debit/ credit cards could not be fraudulently charged.
Can I buy from your store?
At the moment we do not actually have a physical store! Geek Gaming is in fact an eCommerce store and warehouse only, as such we do not have a retail space that you can come and browse in. You can of course on occasions place an order over the website and collect, but we cannot sell to you on site.
Will I be charged for an incomplete order?
Simple answer: NO (yes I know we are a company, I know that makes us very good candidates to be Satans right hand man, although we don't get to wear black or even a cape and horns, but we really aren't out to cheat you).
Questions about orders that have been placed
What happens if I place an order that contains Pre Order Items and those available now?
The order will ship when the final item is in stock.
Therefore please place separate orders to ensure that your pre-order items ship separately.
Can I cancel an order, and will it cost me to do so?
Yes you can, and no it will not. That having been said there are a few things you need to know. If the order has not been dispatched, then there is no issue and we can do that for you easily. If your order has only just been marked as dispatched very recently, then we can usually help. However, we are receiving many post collections each day, so it may well be too late to do anything about it. You can of course return unwanted goods via the returns policy.
Can I add to an order that is already confirmed?
Unfortunately, no you cannot add to that specific order. The reason for this is the interaction between our inventory management system and our payment systems, once an order is confirmed it cannot be tampered with. However all is not lost, if you contact firstname.lastname@example.org, we will try and find a way to accommodate your wishes.
I have made a mistake with my address, can I change it?
As long as the order has not been dispatched then you can indeed change it from the 'My Account' section of your profile. If that does not work, or you are having issues, then please contact our customer services and we will do our best to ensure that it is changed.
Why has your system changed my delivery address?
Our system does not do that, in fact we have to physically go into an order and edit it to make any changes to an address. What has normally happened here is that one of your payment programs is using an Auto Fill and you need to check its settings.
Do you Back Order?
Yes. If the item is on the site it should be available to send, For some of our most popular products or a product we manufacture in house they will occasional appear as back-order, which usually means they are in the process of being packaged up ready for re-stocking, this can causes a slight delay but if for any reason it is any longer we will issue you a full refund for it if requested.
Questions about dispatch / delivery of orders
When will my order be dispatched?
It depends on when you placed it. If orders are placed before 2 pm Monday to Friday then they will be dispatched that very same day.
If orders are placed after 2 pm then they will dispatched on the next working day.
Please note working days are considered to be Monday to Friday.
What happens if I place an order after 2 pm on a Friday, or over the weekend, or on a bank holiday weekend?
None of our mail providers have collections on a bank holiday and therefore all orders are dispatched on the next working day, which will be a Tuesday.
This does mean that the earliest you will get your items is on a Wednesday, even if you did select a next day delivery on the Monday.
Who delivers your packages?
For the vast majority of our packages DHL is our chosen mail carrier and is responsible for your delivery.
In the case of Orders outside of the uk mainland we use a selection of courier options, this service is provided usually by Royal mail or DHL Express but can change depending on the destination.
For our international customers it is dependent on the postage option that you select and this is laid out in our shipping information.
I have put the wrong address on my order, and it has been dispatched, what can you do?
We will send the packages where we are told to send them and are not responsible for incorrectly given or entered addresses.
Our advice here is always double check.
That being said often these orders get returned to us as undelivered or uncalled for (although not always) and as soon as they do we will refund you and notify you of the case.
You can then replace the order with the correct information.
Customer Services related questions
How do I contact your customer service team?
You can contact us via email at: email@example.com, by telephone on: 01924 944184, using the contact us form on this site.
When is your customer services open?
We are here from 8:00am to 6:30pm to answer electronic questions, and from 9am to 5:00pm to answer telephone contacts, Monday to Friday!
How quickly do you answer your messages?
We aim to answer all messages within one working day of receiving them and nearly always do.
What happens if I contact you over the weekend or in the evenings?
We will aim to reply as quickly as we can on the next available working day.
Will I get a reply if I use social media to get in contact with a problem?
The answer to this is yes, but it is not checked in the same way as our help desk and therefore can take longer for us to come back to you or usually much quicker. We are unable discuss anything personal on publicly published forums, nine times out of ten you will be directed to the support email.
Questions on Gift Vouchers
Do I get a physical voucher?
No, our vouchers are purely electronic and sent out by an email.
Whose email needs to be filled in on the form when buying a voucher?
It needs to be the email address of the person you want to receive the voucher, and it needs to be the email that they use on our website.
Does the recipient need an account on your site?
Yes, otherwise the E-Wallet funds cannot be applied.
How do you redeem a gift voucher?
To redeem your voucher go to the website, and login to your account.
And there is an option at checkout to redeem a gift voucher which will be subtracted from your total.