FAQ
My item has arrived damaged, what should I do?
Although we securely package all our orders, unfortunately some items can become damaged during transit. In this event, you are welcome to return the item shrink-wrapped for a full refund or replacement. (Please note that sometimes we will ask for photo evidence so that we can assess how the damage has occurred and to avoid this recurring in the future.)
My item has missing pieces, how do I get a replacement?
All our games are shipped brand new and sealed. Sadly, due to circumstances beyond our control, some games will occasionally arrive with missing pieces due to manufacturing errors. In the event that this occurs, please let us know exactly which pieces are missing and we will help assist in the procurement of these replacement pieces.
Can I change the address on my order?
Yes, we will gladly update this for you before it is dispatched. If you wish to change your order address please call us on 07956425395 or send us a message via email: info@quantum-games.co.uk
How do I find my order details?
Details for your order can be found under the 'My Account' section of the website, or alternatively you can see details in the Order Confirmation emailed to you at the point of purchase.
Can I add to my order once it has been placed?
You absolutely can add to your order once it has been placed. Please contact us as soon as possible on 07956425395 to arrange this, or via email to info@quantum-games.co.uk(Please note, adding to your order may affect its dispatch time and incur additional dispatch costs)
My tracking number isn’t working…
All tracking numbers will go live after 5pm the day that your item is dispatched. These will be sent with either UPS, Royal Mail or Hermes depending on your delivery choice. In the event that there is an explicit error message with tracking a parcel please contact the courier service directly, or ourselves on 07956425395 or info@quantum-games.co.uk to resolve any potential issues.
My order hasn't arrived?
If your order is not delivered it may be because you were not in at the time of delivery. Our couriers will try to deliver your package three times before returning it to us so please choose an address for delivery where someone is available to receive it. If your parcel has not arrived in the allotted time please contact the courier directly and quote the tracking number given. If this does not solve the problem please get in touch. In the event that the parcel is returned to us after three delivery attempts we retain the right to charge the customer additional postage costs to send the item again. Should your item be lost by the courier then we will en devour to resolve the situation with them. If the item remains lost, all our delivery options include insurance so you are covered for your purchase and we will replace the item.
Secure Ordering & Payment Options
You can pay using a Secure Debit/Credit card, or alternatively you can pay using PayPal.
Can I cancel my order?
Please let us know as soon as you change your mind and before the order is dispatched. A full refund will be processed for you and appear in your account within 3-5 working days of the cancellation.
Returns & Refunds
If you change your mind and wish to return an item, under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 working days from the time you receive your order in which to inform us of your decision.
If you change your mind after the item is dispatched, you are fully responsible for paying return costs. It is your responsibility to ensure items are returned ‘as new’, in the same condition in which they were received. If these goods are not returned in the same condition in which they were received, Quantum Games retain the right to refuse return, or to deduct up to 50% from the refund cost. Please note, the customer is responsible for return postage costs.
Still have a question? You can contact us directly via the contact tab above.
