HOW CAN WE HELP?
Why can I not see a next-day delivery option at checkout?
We have a large variety of products meaning that some items have to be stored in other warehouses across the country. Sometimes we have to move items to the warehouse we despatch from. While this does not take long it does mean we are unable to deliver your items next day. As soon as your item arrives in our despatch warehouse, we will ship it to you immediately!
How do I know if there is a next-day delivery option?
All products that can be shipped on a 24-hour delivery service display a 24H icon on the product thumbnail and page.
Do you have a tracking number for my order?
Once your order is dispatched you will receive an email containing your parcels tracking number. All tracking numbers will go live within 12 hours of dispatch. The link within your dispatch email confirmation will redirect you straight to the courier's tracking details for your order.
Where is my order?
We aim to dispatch within 24 hours but this may be increased during to peak times. your order confirmation has delivery timers on it so you are aware of when your order is going to be delivered. However, in the event that you have not received your order within the expected time frame and have received a despatch confirmation email, please contact the courier using the tracking information in said email. If the courier is unable to help, please contact our customer service team.
My order has arrived in a box with different logos on it, why is that?
In order to do our bit for the environment and help to reuse and recycle, we will often re-purpose packaging materials and use these when dispatching new orders.
Can I place an order over the phone?
Absolutely! If you’re unable to place an order online, please just give us a call to speak to a customer service advisor who will help place your order if the total is under £50. If the total is more than £50 we may send a PayPal request instead of taking your card details.
The tracking details for my order states that it has been delivered, however I have not received my order, what’s going on?
In this circumstance, it is likely that there has been a courier error with the tracking, but we are happy to assist in locating your order. Firstly, we would recommend checking safe spaces around the home or with neighbours, and contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, just let the courier know and they will investigate further for you. If you are still unable to find your item please contact our customer service team.
Will I be charged for customs and import charges?
This will depend on the location you are shipping your order to. If your order is being shipped to the EU and it is under the value of €140 it will go on our IOSS scheme. This means your order should not be subject to customs or import charges.
For customers who either place an order of over €140 or live outside of the EU we use a DDU delivery service. DDU delivery terms mean the receiver/customer will be contacted by customs once their shipment arrives and will have to settle any charges for customs to release the shipment and have it delivered to the customer. These customers will not be charged VAT at checkout, but instead may be subject to import VAT upon their goods landing in the destination country.
I put in the wrong delivery address at checkout, can I change it?
If this occurs, please provide us with the updated address as soon as possible, by contacting us. Given enough time, we will update your address or use our reasonable endeavours to re-direct the parcel to such updated address, but cannot make any guarantees and will not be responsible or liable to you as a result.
Can I cancel my Order?
If your order has not yet been dispatched and you are looking to cancel it, please contact our customer service team directly. We will do our best to cancel the order before despatch but cannot guarantee this. Please see our terms and conditions for more detail.
Returns & Refunds
What is your returns policy?
If your order is damaged or you have received an incorrect item, you will have 14 days from receiving your order in which to inspect any goods and inform us of this error, and a further 60 days to return the order for a replacement or a full refund. Please note, requests for replacements are dependent upon our stock levels at that time, however if we cannot fulfil a replacement, you will be provided with a full refund.
If you change your mind and wish to return an item, you will also have 14 days to inform us of this decision, and 60 days to complete the return. Upon the return of the item, we will provide you with a full refund minus the cost of the shipping and return. Please note that if your item is not faulty, the cost of the returns label (£5) will be deducted from your refund.
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, Zatu Limited retain the right to refuse return, or to deduct up to 50% from the refund cost.
It is recommended that recorded delivery is used upon returning items to us. In these cases, Zatu Limited reserves the right to refuse any refund of postage where it was purchased beyond the use of our own returns label.
If you are an international customer, we recommend that items are returned through recorded delivery. If recorded delivery is not used and an item goes missing Zatu Games may not be able to refund you for the item. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. Zatu Games retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
Can I return an unopened item?
Unfortunately, we are unable to accept a return for an opened unwanted item. Any open item may be rejected by our returns team at our discretion. If there is another reason you are looking to return an opened item, contact our customer service team and they will look into this for you.
Can I return a faulty/damaged item?
You can return a damaged or faulty item to us. Please contact our customer service team stating the issue as well as attaching images of the damage or fault. On receiving the evidence we will be able to provide an appropriate solution. Please provide as much information as possible in order for us to resolve your query as quickly.
Can I return a single item from my order?
You can return a single item from your order. Just send our team a quick message and we can help you with this process.
How long will my return and refund take?
In most cases, once an item has arrived in our warehouse, the return will be processed within 2-3 working days, with the refund arriving within 5 working days of this. However, this can in some cases take up to 10 working days, so please do not hesitate to contact us if you have not received your refund in this time, and we can investigate this further for you.