FAQ's

Let's address the most common question of all straight away...

DO YOU JUST SELL CASES OR DO YOU SELL THE GAMES AS WELL? I'M JUST CHECKING THE NAME ISN'T TO BE TAKEN LITERALLY.

Rest assured, if you order a game, it will arrive new and sealed with the disc safely inside. All stock is sourced from the official distributors of video games in the UK and we are authorised resellers with many brands including Sony, SEGA, Square Enix, Bandai Namco, Warner Bros, and many, many more... 

WHY "GAME SOLD SEPARATELY" THEN? IT DOESN'T MAKE ANY SENSE.

The long term vision for the site is to offer more than just video games. As the business grows, we will be investing in all aspects of the culture, including streaming, game reviews, and original content. We can't give away the whole plan here but it will make more sense in the long run. We promise! :) 

WHEN DO YOU TAKE PAYMENT FOR PRE-ORDERS? 

All orders are charged at checkout. 

WILL I RECEIVE THE PRE-ORDER BONUSES I'VE SEEN ON OTHER SITES?

Any pre-order bonuses we have available will be listed on the product page. If it's not listed, it's not something we can offer at this time.

WILL MY PRE-ORDER ARRIVE EARLY?

We aim to ship all pre-order items to arrive with our customers on release day. We do our best to ensure all orders are sent in good time. Sometimes things go wrong. For example, goods can be delayed in transit. If this is the case, we will do our best to notify you.

IT'S PAST RELEASE DAY AND MY PRE-ORDER HASN'T ARRIVED. WHAT ARE YOU GOING TO DO ABOUT IT?

If your pre-order is delayed for any reason, let us know and we will top up your rewards account with 100 rewards points (equivalent to £5 voucher) 30 days later. To qualify for this offer you must place the pre-order a minimum of three working days prior to the release day. 

HOW DO I EARN REWARD POINTS? 

Firstly, make sure you register for a rewards account using the pop up menu in the bottom left hand corner of the home page. 

Once registered and logged in, you can use the same pop up menu to view and manage your reward points. 

You will receive 50 rewards points for registering. 

You earn 1 reward point for every £1 spent. 

You can redeem 100 points for 1x £5 voucher. 

This equates to 1x £5 voucher after your first £50 spent and 1x £5 voucher on every £100 spent thereafter. 

HOW LONG BEFORE REWARDS POINTS MOVE FROM PENDING TO APPROVED?

You must wait 30 days for reward points to be approved. 

WHAT COURIER DO YOU USE? 

All orders are dispatched via Royal Mail Tracked 24. 

HOW DO I CANCEL AN ORDER? 

Email us at contact@gamesoldseparately.co.uk and we will be happy to help.

HOW LONG WILL IT TAKE TO GET MY MONEY BACK?

It can take anywhere between 3-5 working days for the amount to appear as available in your account. This is completely dependant on your payment provider, there isn’t anything we can do to speed that up. 

I MADE A MISTAKE AND I NEED TO CHANGE THE SHIPPING ADDRESS.

We are unable to change the shipping address once payment has been taken. However, if you want to drop us a quick email, we can cancel the order, and you are welcome to place the order again with the correct details. 

KNOW YOU CUSTOMER CHECKS

Occasionally, we will request proof of address before shipping an order. This typically applies to high value orders with new customers. The purpose of these checks is to minimise the risk of payment fraud or identity theft.

We will not authorise the payment until the checks are complete. We will never request to see your bank card or bank statement. You have the right to refuse the checks. In these instances the order will be cancelled and no payment will be processed. Your payment processor will be responsible for returning the allocated amount to your account. This typically occurs within 72 hours, however, you will need to contact your payment processor directly should you require further information on this. 

GLB Commerce Ltd t/a gamesoldseparately respects all aspects of data protection and it's principles, and will only ever hold the data for a legitimate and legal purpose. The data you provide will only be held for a justified and proportionate period. Then it will be safely and comprehensively deleted. Only authorised persons will have access to the data during this time. The data will not be used for any other purpose than to minimise the risk of payment fraud or identity theft.