Chillout Games: we value your games

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Questions about Dispatch and Delivery

When will my order be posted?

Our dispatch times are shown on each page on the right under 'Dispatch Times' The estimated delivery time is shown on checkout. Products are usually dispatched together but some orders are split for packing reasons. If you would like to have items sent to separate addresses please complete a separate order for each address.

How much is delivery?

UK Delivery is FREE 2nd class post on all orders. You can choose additional delivery options for your location on checkout. European and worldwide delivery is discounted - about half the actual cost of postage. Most of our international orders are sent using International Standard - the cost of postage is displayed in the shopping cart e.g. 1 game to Finland £2.00 postage, 2 games £2.50. We may decide to send high value orders using a courier that requires a signature on delivery.

What are the delivery times?

Our delivery times are based on the number of working days (Monday – Friday) between your order dispatch and the expected delivery date. Delivery times may vary for each item even if they are ordered at the same time. You will receive more information about the estimated delivery time in the order confirmation email sent after your order has been placed.

If your order is overdue and your order history account does not state that the order has been dispatched, please contact our Customer Services Department by using the online contact form. If it does show as dispatched and hasn't arrived in the expected time, please check with your local delivery office before contacting us with the details. UK customers can find out your local delivery office by calling 08456 112 775 - 3 and asking for the delivery office for your postcode. If the delivery office cannot help and and the delivery is overdue (UK: 14 working days from posting, International:24 working days), please contact us by using the online contact form and we will open an investigation with the courier. If the order has still not arrived after a further 7 working days(UK)/ 10 working days(International), we will refund your payment.

Shortages/Damage: if any items listed on the invoice are not received when the packet is opened or items are damaged on arrival, you must notify us with 48 hours of receipt. Please retain the packaging and make a note of any sign of tampering to assist our investigation.

Please note that claims for loss must be made within 80 calendar days of the date of posting.

We use Royal Mail as the carrier for most orders and they suggest that the following timelines are an appropriate guide to how long you should expect for your games to reach you:

  • 2nd class Delivery United Kingdom 1–3 Working Days
  • 2nd class Recorded Delivery United Kingdom 1–3 Working Days
  • Standard Parcel Delivery United Kingdom 3-7 Working Days
  • International Standard Delivery Western Europe 3–7 Working Days
  • International Standard Delivery Other 7–14 Working Days

We use Royal Mail 2nd class post for our dispatches of games and accessories in the UK and Royal Mail International Standard for International shipments. We also use Parcelforce for courier deliveries in the UK if you have chosen that option on checkout and they normally take 1-2 working days from collection.

Consoles and bulky items are sent Royal Mail Standard Parcel service which is only available for UK orders.

What are the Christmas posting times?

Our office is open and we will be posting on all the working days throughout Christmas. The following are the last recommended dates to place an order for Christmas delivery:

UK

  • 3pm Thursday 21st Dec: Royal Mail 24(1st Class)
  • 3pm Thursday 21st Dec: Royal Mail 24(1st Class) Recorded Delivery
  • 3pm Thursday 21st Dec: Parcelforce 24 (select 'Courier' on checkout)

UK Orders placed between 3pm 19th Dec and 3pm 22nd Dec will be posted using Royal Mail 1st Class post (instead of RM48)

International

  • 3pm Friday 8th Dec: Australia, New Zealand, USA
  • 3pm Wednesday 13th Dec: Germany, Italy, Poland, Czech Republic
  • 3pm Friday 15th Dec: Rest of Western Europe

What stage is my order now at?

If you have created an account, the first place to check is the Order History page on the site this enables you to see the status of your order. You are able to view all of your orders online by logging into your account and choosing order history. You can register here and when you enter your address in the address book, your previous orders for that address (if any) will be automatically imported into your account.

What countries do you sell to?

Andorra, Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Slovakia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Vatican City

Will you post to other countries?

We do not post to a number of countries for compatibility reasons because most of our games will not work in those countries without special adapters/ converters. We do not ship to other countries or overseas mailboxes/PO boxes for security reasons.

Consoles and Restricted items overseas

Unfortunately, we cannot post guns overseas because they resemble restricted items.

We cannot post consoles overseas due to the fact that it is not possible to arrange a return if they are faulty on arrival.

Do I have to pay international import duties/ VAT?

We complete a CN22 declaration for the following list of other countries. They may charge you customs duty, excise duty or import VAT:

Andorra, Australia, Gibraltar, Greenland, Iceland, New Zealand, Norway, Romania, Russian Federation, San Marino, Switzerland, Turkey, Ukraine, Vatican City

You are responsible for these charges and they must be paid whether:

  • you purchase the goods or receive them as a gift
  • the goods are new or used
  • the goods are for your private use or for re-sale.

It is a legal requirement that the correct value is stated on the CN22 declaration and we cannot amend this figure under any circumstances.

If you are ordering from a European Customs Union country, there are no import duties payable on your order.


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