Frequently asked questions

Delivery

At TheGameWorld, we want to make sure you receive your items as quickly as possible, and that's why we offer fast and FREE domestic delivery on all orders.

For standard items, we use Royal Mail as our delivery service, ensuring your item(s) arrive as quickly and securely as possible. Any larger items can be expected via a next day courier service (typically UPS/DPD). For your convenience, we have a same-day postage cut-off of 3pm from Monday to Friday (excluding UK bank holidays). Orders received before this cut-off time are processed and dispatched on the same day.

Delivery times may vary depending on your location, but typically, you can expect your item to arrive within 1-3 working days from dispatch.

Barring any unforeseen delays, pre-orders can be expected on the release date.

If you have any questions about your delivery or need any assistance, our customer service team is available to help. We're committed to providing you with the best possible service, and we'll do everything we can to make sure you receive your items on time and in excellent condition.

Returns

We want you to be completely satisfied with your purchase, and we understand that sometimes items may need to be returned. Our returns policy allows for any item to be returned within 28 days of purchase.

If you need to return an item, please contact our customer service team, and we'll provide you with instructions on how to proceed. Please note that customers are responsible for the cost of returning the item unless there is an issue with the product or a mistake on our part. In such cases, we'll cover the cost of the return.

To be eligible for a return, the item must be in its original condition and packaging. Once we receive the item and verify that it meets our return policy requirements, we'll process your refund. Please allow 5-7 business days for your refund to be processed and reflected in your account.

If you have any questions about our returns policy, please don't hesitate to contact us. We're committed to providing you with the best customer service, and we'll do everything we can to ensure that you're completely satisfied with your purchase.

Orders

How do I cancel my order?

We understand that sometimes circumstances may change, and you may need to cancel your order. To cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request and process your cancellation promptly.

Please note that if your order has already been dispatched, we won't be able to cancel it. However, you can still return the item within 28 days of purchase once you receive it. To be eligible for a return, the item must be in its original condition and packaging.

I have not received my item

We apologise for any inconvenience caused by a delay in receiving your item. If you haven't received your item within the expected delivery time, please contact our customer service team, and we'll investigate the issue.

Please note that delivery times may vary depending on your location and other factors, such as public holidays or unforeseen circumstances. However, we'll do everything we can to ensure your item is delivered to you as quickly as possible.

In rare cases, items may be lost in transit. If this occurs, we'll work with you to resolve the issue and ensure you receive a replacement item or a refund.

I have received my item but I have an issue

We apologise for any issue you may be experiencing with your item. If you have received your item but there's an issue, please contact our customer service team as soon as possible. We'll do our best to resolve the issue promptly.

If you've received the wrong item, please contact our customer service team as soon as possible, and we'll arrange for a replacement to be sent to you.

Pre-orders

When do you take payment for my pre-order?

When you place a pre-order, no money is taken at the time of the order being received. When the item comes into stock (usually 1–2 days before release) you will be emailed asking for confirmation and payment. 

When will I receive my pre-ordered item?

Pre-ordered items are posted prior to the item’s release date in time for the delivery to be made on the release date. If there are to be any delays, including a confirmed delayed release date, we will contact you at the first opportunity.

Buying

What will the condition of my item be?

We undertake a full cleaning process on any second-hand items we receive to ensure your item is in the best condition possible. This may include machine cleaning the disc, replacing broken/damaged cases, cleaning contacts of cart-based games and removing any stickers/­sticker residue.

We do not generally open a console to clean the interior, so please bear this in mind when purchasing a second-hand console.

Do consoles come with everything needed to play?

When purchasing a second-hand console, rest assured that all required cables and accessories will be included. This will typically include an official controller, original power supply and either an AV cable or HDMI cable. Where necessary, this will also include charging cables for wireless controllers.

Will DLC codes be included with second-hand games?

Whilst the DLC code may be included with the game, we cannot guarantee that this will be unused. Please assume that any DLC codes have already been redeemed.

Can you source a game for me?

We are more than happy to keep an eye out for a specific game if you cannot currently find it available on the website. Please feel free to get in touch with your request!

Selling

How it works

The process couldn’t be easier! Once you have completed your quote, package your items in a sturdy box ensuring your items are secure for transit. We will then be in contact with your free Royal Mail label. Once your items have been received and quality checked, we will endeavour to process your payment within 1–2 working days, with many payments being processed the same day.

How do I send you my items?

Sending your items is free of charge and we will arrange the process on your behalf.

Once your quote has been generated, we will create an order with Royal Mail and send your free-post label via email. Simply attached this label to your package and drop your item(s) at your local Post Office branch. You can find your nearest Post Office branch here.

How do I package my items?

To ensure the safe receipt of your items, please ensure that they are packaged in a sturdy box and well protected for transit. If there is any void space in the box, we would advise filling this with balled-up newspaper to protect the items from damage. For smaller orders, these can be placed in a mailing bag/jiffy bag with all items bubble wrapped.

We cannot be held responsible for any damage caused in transit, so please ensure that your items are well protected.

How will I be paid?

Now for the exciting part! Once your items have been received and have passed our quality checks, we will endeavour to process the payment within 1–2 working days, though the majority payments are processed the same day. Please be aware that this does not include any additional time for your bank to process on their end. If you are sending a large quantity of games then please allow an extra working day to process the payment.

For items that are being traded for store credit rather than cash, your store balance will be updated within 1–2 working days of the items being received and quality checked.

Will I be paid the quoted amount?

Providing all items are present and correct and have passed our quality control checks, you will receive the total amount as quoted.

Please ensure that you select the correct options for each item when completing a quote as this may impact the quoted amount if entered incorrectly. If there are to be any revisions to a quote, including if an item is not in working condition, we will contact you at the first opportunity.

How long will my quote last for?

Quotes are valid for 7 days from when they have been generated. Due to the possibility of price changes, any items not dispatched in that time will require a re-quote through the website.

I can’t find my game listed on the site?

Whilst we have over 20,000 items currently on the site, we understand that we may have missed a few! If you cannot find your game, please check that it is being spelt correctly and ensure that any punctuation is included where required. You may also wish to try to search for a shorter version of the title by using key words rather than its full name, or searching through the console system via the platform drop-downs at the top of each page.

If you still cannot find the game you are searching for, please feel free to drop us a message so we can get it added to the site for you.

Do you accept games that are download codes only?

Unfortunately, we are unable to accept games that are single use download codes with no physical disc/cartridge present. This applies to sealed games, as well as games that may have been previously opened but the code has not yet been redeemed.