• Hello,Welcome to Play.com.  . (Not youSign in?) | Register
  • 0 SuperPoints
  • Your Account
  • Help

DELIVERY POLICY

FREE UK Delivery

Base.com offers Free UK delivery on everything.

All Deliveries to UK addresses are sent via the Royal Mail unless an item is particularly heavy, in which case we will use a courier.  Depending on the value of the item we may also send the item Recorded or Special Delivery.

All items sold on Base include Free UK Delivery. Delivery usually takes between 3-5 working days from the date of dispatch.

EXPRESS UK Delivery

Should you require something in a hurry we offer an Express Service at an additional cost of £6.99.

With this service, orders placed before 2pm UK time, Monday to Thursday, will be shipped out by DPD Next Day service for delivery the following working day.

Please note that orders placed before 2pm UK time on a Friday will be delivered the following Monday.

Orders placed after 2pm (GMT) are likely to be dispatched the following working day.

An email will be sent once the item has been sent out. Please ensure that someone is at the address and able to sign for the item as we are unable to request the driver leaves the item in a safe place.

Please be aware that this service may be restricted by certain geographical locations (eg. Jersey, Scottish Highlands and Western Isles) and carrier availability.

Please contact us before ordering should you require any assistance.

Pre-orders

New release pre-orders will normally be dispatched in time for you to receive your item on the date of release subject to the postal service functioning normally.

What if my item hasn't arrived?

UK Deliveries

We send our items via the Royal Mail. Deliveries should arrive within 2-4 days. The Royal Mail states that 90% of their First Class mail arrives the next day, and 90% of their Second Class mail arrives in 2 days, but if yours doesn't they have the following advice:

  • Is it less than 4 working days since your mail should have arrived?

    If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

  • Is it 4 to 10 days since your mail should have been delivered?

    If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

  • Have 14 working days past since the item was posted to you?

    The Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

    Please send us an email at returns@base.com stating your order reference number and confirming that you have never received the item as we will pursue the issue with
    the Royal Mail for compensation and your letter will be used as evidence.

    NOTE: We cannot refund or replace items that the Royal Mail has lost until after 14 working days have passed.

Non-UK Deliveries

Delivery to Non-UK destinations vary. Many European deliveries are sent via your local postal service, for example, Deutsche Post in Germany or La Poste in France, and can take only 3 or 4 days to arrive. Other destinations, such as Australia or America use different services.

For deliveries to Non-UK destinations we must wait until 21 days have passed before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at returns@base.com stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace lost items destined for Non-UK addresses until 21 days have passed.