Questions about Dispatch and Delivery
Dear valued customer,
Following Government advice we have temporarily suspended operations with immediate effect, initially for a period of two weeks, this will be reviewed in line with further government advice and the spread of the virus.
Our priority at this time is the health and safety of our employees and their families.
We extend our very best wishes to you all at this challenging time and look forward to working together again once the situation has passed.
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.
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
- 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.
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.
Denmark, Finland, Ireland, Netherlands, Norway, Portugal, Sweden, 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 unless Recorded Delivery is selected on checkout
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 can only post to UK freight forwarders for onward delivery overseas if the tracked option is selected on checkout (Recorded delivery or Courier).
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.
We complete a CN22 declaration for the following list of other countries. They may charge you customs duty, excise duty or import VAT:
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.