HOW CAN WE HELP?

ORDER ISSUES

Can I cancel my order?

Although we never want to see a cancellation, we are of course happy to process these for you. Please let us know as soon as you change your mind and before the order is dispatched. A full refund will then be processed for you and will appear in your account within 3-5 working days of the cancellation.

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. However, if you would prefer to keep the item, please get in contact via email to team@zatu.co.uk or give us a call on 0800 007 5444 and we can explore alternative options for you. (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 of our games are shipped brand new and sealed unless explicitly stated otherwise. 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, we would recommend contacting the manufacturers directly as this is the quickest way for you to receive these pieces. If you have issues with obtaining these pieces yourself, do not hesitate to get back in contact on 0800 007 5444 or send us an email to team@zatu.co.uk and we can try our best to assist you.

 

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 0800 007 5444, send us a message on Facebook or via email: team@zatu.co.uk.

 

Can I place an order over the phone?

Absolutely! If you’re unable to place an order online, please just give us a call on 0800 007 5444 to speak to a customer service advisor who will help place your order.

 

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 can indeed add to your order once it has been placed, as long as your order has not been dispatched. Please contact us as soon as possible on 0800 007 5444 to arrange this, or via email to team@zatu.co.uk.

(Please note, adding to your order may affect its dispatch time and incur additional dispatch costs. Your order will be placed on hold until we have received confirmation of addition of these items.)

 

My tracking number isn’t working…

If your order has been dispatched, your tracking number should be activated later that day. We will use either a Royal Mail, Parcelforce or Hermes service to send your item. In the event that there is an explicit error message with tracking a parcel please contact the courier service directly, or ourselves on 0800 007 5444 or team@zatu.co.uk to resolve any potential issues.

 

What do I do if I find a website error or a glitch?

Unfortunately, pesky tech errors can sneak onto the site every now and then. In the event that these occur and effect your experience, please send over an email to team@zatu.co.uk detailing the issue, the device and browser you are using, and any screenshots if possible. The more info we have, the faster we can resolve any potential issues!