To help us check if there is a problem with your order click 'View order history' below to access your order details, you may need to sign in. Then select the game you have a query about and follow any on-screen instructions.

There are several reasons why an item you ordered may not have been received:

Game posted but not yet received
Delivery usually takes 3-5 working days from date of posting. We will need to wait 14 days before being able to trace lost items. If you think your game has been lost and the initial 14 days have passed click the 'My Account' button, select the game from your Rental Queue and follow the on-screen instructions.

Game not yet available (pre-order)
If you have pre-ordered a game, for instance if you have ordered a game prior to its release date, we will hold your order and dispatch the item to you as soon as stock is available.

Game temporarily out of stock
If a game goes out of stock we will hold your order and dispatch the game to you as soon as stock is available.

Game unavailable
In the event that a game becomes unavailable we will email you to let you know.

Account declined (payment not processed)
If we cannot process payment for any reason, we will email you to let you know and ask you to access your account and update your credit or debit card details as necessary.