Delivery Prices & Information

Here at Firestorm Games we want to offer you the best deals we possibly can. So, for all orders over £60 in the UK we offer FREE shipping! Outside of the UK, we are now able to remove the VAT from your order so you will notice cheaper prices when you log in. Please note that shipping charges will occur and you will be liable for any customs/import duty in your own country.

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. Mail is only collected by shipping providers Monday-Friday.

STOCK AVAILABILITY 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 one of our satellite stores and not always available for same-day dispatch. If your order requires stock from multiple locations, these will be transferred internally usually within 1-3 days and then dispatched to you in one shipment.

Place Backorder. Stock due for dispatch: {date} - 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. Please note this is an estimate of a restock date, not a binding dispatch date and will change daily.

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. Please note that many manufacturers such as Games Workshop have strict embargoes on release dates which means that products cannot be shipped to arrive before said date. This may affect the type of shipping you wish to choose.

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!

UK Delivery

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.

STANDARD DELIVERY

The standard shipping rate for all orders under £60 within the UK is a flat rate of £4.99. Orders of over £60 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 is usually Royal Mail 24 Tracked and should take 1-3 days from dispatch. For larger packages within the UK we may decide to use a different 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..

RECORDED DELIVERY

Want proof of UK delivery? We now offer a Royal Mail 24 Tracked service which you can use for peace of mind, again delivery is usually expected within 1-3 days. Special Next Day by 1pm delivery is also available which guarantees delivery by 1pm next working day from dispatch*. Please note the cut off times above for same day dispatch 3pm Mon-Fri.

*Please refer to Royal Mail for a full explanation of these services and any service updates which may effect delivery times. Please note we are not liable for service delays from Royal Mail.

COURIER DELIVERY

We also offer a courier service within the UK (prices given at checkout).. We currently use Parcelforce for the majority of our courier services and is usually delivered within 1 working day for mainland UK and offers tracking. Please note that courier cut off for next day is 2pm

Non UK Delivery

Orders from outside the UK now benefit from having the UK VAT removed. Please note because of this, free shipping outsode the UK is no longer viable. Please be aware you are still liable for any customs and import duty in your own country so bear that in mind when placing your order. 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 - at this time we do not ship to certain countries due to a large number of missing parcels or high costs. These countries currently include Russia, Ukraine and South America. 

All non UK orders are now shipped by either,  Royal Mail International Tracked or a specialist Courier. The price for these delivery options is dependent on the weight/size of your order. International Tracked is usually a day quicker than standard non-EU delivery.

Import Taxes

Please note prices for customers outside the UK do not include UK VAT and are zero rated (login to see you prices for your country). Firestorm Games Ltd now operates under DDU (Delivery Duty Unpaid). This means that the receiver/customer will be contacted by Customs once their shipment has arrived in the country and will have to settle any charges in order for Customs to release the shipment and have it delivered. We are not responsible for any of these charges and we suggest you contact your country's customs office to establish what charges you may or may not be liable for. By purchasing you agree you are aware you are liable for these charges.

For certain countries within the EU, we can now offer PDDP (Postal Delivered Duties Paid).

Postal Delivered Duties Paid (PDDP)

Postal Delivery Duties Paid (PDDP) is a service whereby duties are handled by Royal Mail and the overseas delivery partner so that the recipient does not incur any additional cost at the doorstep. Instead, VAT and duties are calculated and collected at the point of sale and paid to the EU tax authorities via Royal Mail. 

Which destinations are available?

This is currently operational only for Royal Mail Tracked services to the following countries:

• • Germany
  • France
  • The Republic of Ireland
  • Portugal
  • The Netherlands
  • Cyprus 
  • Malta
  • Austria
  • Switzerland
  • Luxembourg (PDDP service only available up to 150 euros)
  • Norway
  • Sweden (Coming soon)

  Other destinations will be added as they become available.

What if my order does not arrive?

UK Deliveries

We send the majority of our items via Royal Mail 24. Deliveries should arrive within 1-3 working days of being posted. Royal Mail state that 90% of their RM24 mail arrives the next day, however, its not guaranteed. If yours still hasn't arrived they give the following advice:

Is it less than 4 working days since the item was posted to you?

If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Has it been between 4 and 14 working days since the item was posted to you?

If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 working days passed since the item was posted to you?

The Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at sales@firestormgames.co.uk stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace items that the Royal Mail has lost until after 14 working days have passed and we cannot always offer refunds in these situations where we can provide proof of delivery.

Non-UK Deliveries

Delivery to Non-UK destinations vary. Many European deliveries are sent via your local postal service, for example, Deutsche Post in Germany or La Poste in France, and can take only 3 or 4 days to arrive. Other destinations use different services.

For deliveries to Non-UK destinations we must wait until 20 working days for deliveries to Europe, and 25 working days for the rest of the World have passed before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at sales@firestormgames.co.uk stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace lost items destined for Non-UK addresses until 25 working days have passed and we cannot always offer refunds in these situations where we can provide proof of delivery.

What happens on Bank Holiday Weekends?

Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the system.

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 sales@firestormgames.co.uk. 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.