We want you to be 100% happy with your purchase and we'll do everything we can to ensure you get your orders on time and as expected.
We've pulled together a list of questions about Orders that will help you understand our Delivery service better.
If you would like to return a product to us, please either email us directly at firstname.lastname@example.org
Frequently Asked questions
Do you ship to anywhere outside of the UK?
No, we ship to the UK only.
How will I know when my order has been sent?
As soon as your order is despatched from our Warehouse you will be sent an email to confirm that it's onits way. From that time we would expect you to receive your order within 3-5 working days for our free UK deliveries. Obviously Christmas is an extremely busy time for our warehouses and for Royal Mail, and adverse weather can also effect timings - so although we'll do everything we can to guarantee delivery, please be aware of these factors when placing your order.
Once my order has been dispatched when will I receive it?
From the time you receive your despatch confirmation email we would expect you to receive your order within 3-5 working days. We use a selection of distributors to send your product and this is the minimum service standard we expect.Note that in the case of Royal Mail they will not deem a parcel to be lost until it has been in the postal system for a period of 14 calendar days. Although it is highly unlikely deliveries will take this amount of time we are unable to despatch a replacement or issue a refund until this period of time has elapsed. If you have ordered a large item that won??t fit through your letterbox, please check that your local post office is not holding it for collection.
If I have pre-ordered a DVD or Blu Ray from The Entertainment Store when will I receive it?
We endeavour to have the product with you on the day of release. In order to make sure we do this, we charge for the order a week before the item is released and aim to ship the item to you 3-5 working days beforehand.
Do you charge for delivery?
No, delivery within the UK is free on all items.
What do I do if I have not received my order?
Should your order not arrive within the estimated time (please see 'Once my order has been dispatched when will I receive it?') please contact us so that we can class the item as 'Lost In Post' and investigate with the delivery company.Please remember that we cannot investigate any missing orders until 14 calendar days have passed for UKdeliveries. We ask that you ensure you report any items not received within 40 days of dispatched as after this time we may not be able to replace or refund your item.
One of the items is missing from my order. What do I do?
All items are despatched individually, in separate packaging. Sometimes items that are ordered on thesame day may arrive with you on different days. We will send you an automated email to let you know when each item is on its way.
What happens if I am not at home to accept my delivery?
Most of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox.In the event that you have ordered a product which will not fit through your letterbox, and you are not in to take delivery, then the postal service will follow their usual procedure. This usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office.For items attempted for delivery by a courier service they will also leave a card and allow you to arrange forredelivery or collection.
Am I able to change the delivery address to something other than my registered Play address?
At the moment we are unable to deliver to an alternative address. All items will be posted to the address you used when completing the checkout process on Play.
Do you deliver on Bank Holidays?
Bank Holidays are not classed as working days so we don't include these in our estimated delivery times. In this instance you should expect delivery on the next working day.
How will you package my order?
All of our items are sent out in cardboard mailers or boxes (depending on the size of the item), which arerecyclable in most areas.