Questions about Dispatch and Delivery
Dear valued customer,
9th July 2021
The website is now open and we are taking orders. At the moment, we are shipping to UK and a limited number of overseas countries
depending on lockdown and courier issues shipping overseas.
We will continue to review the situation following Government advice.
The Chillout Games team.
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.
UK Delivery is FREE 2nd class post on all orders. You can choose additional delivery options for your location on checkout.
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 £3.00.
UK Orders of £50 and over qualify for FREE courier delivery (Despatchbay Express/ Hermes). This option is available for UK Mainland/Lowland addresses only, and will be automatically selected once your cart reaches £50.
Weight based postage - to reflect the higher cost of posting heavy/larger items overseas, a weight based postage
- single game thicker than 25mm
- the average weight of each item is over 250g
- Overseas packets over 2kg are posted using tracked courier - the courier cost is discounted as you add more games
We may decide to send high value orders using a courier that requires a signature on delivery.
We offer FREE courier delivery to many European destinations for large orders of 30 games and over. Orders for over 15 and less than 30 games get a reduced shipping cost.
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 - see below re EU VAT
- 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 Despatchbay Express 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.
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.
Australia, New Zealand, United Kingdom
Due to loss in post experience, we don't post to UK PO box addresses/forwarders where the intention is to onward ship internationally.
1st July 2021 We have temporarily closed EU sales due to new VAT rules requiring an EU VAT registration for us to be allowed to sell in Europe.
We are working to find a solution and how it impacts our business but there's not very much information available at the moment.
There will be more information on the website as the situation becomes clearer.
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.
We do not post to UK freight forwarders for onward delivery overseas e.g. AddressPal, Aramex, Brother Post, Office 20, Big Box Storage, Parcelmotel etc.
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.
Since Brexit, all overseas orders require the price and description of the contents to be displayed for customs purposes.
This new requirement has resulted in the risk of loss in post becoming too significant for high priced games over £90 to be posted overseas.
These games are flagged "UK only" in the shopping cart.
We complete a customs declaration (CN22) for all exports outside of the UK (including exports to the EU since 1st Jan 2021).
If you buy from our website for shipping overseas, you are the importer to your country and you may be charged for import VAT/GST, customs duty, excise duty and customs admin fees.
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.
When you select your country on checkout, an estimate of these charges is displayed and you are required to confirm that you are responsible for them in order to proceed with the order.
Our export price is calculated by removing the UK VAT and adding an amount equal to the margin scheme relief that we only receive on sales in the UK.
It is a legal requirement that the correct value is stated on the CN22 declaration and we cannot amend this figure under any circumstances.