Shipping & Returns

Everything about getting your games, and what happens if something is not right. If your question is not here, email support@lupashgames.com.

Shipping

How much does it cost?

Shipping is worked out at checkout from your address and the weight of your order. You always see the exact cost before you pay.

When will my order be sent?

Orders are packed and dispatched within 1–2 business days. Orders placed at a weekend or on a public holiday go out on the next business day.

You get two emails: one confirming your order, and a second with tracking once it is on its way.

How long will delivery take?

It depends on the service you choose at checkout. Two things worth knowing:

• Delivery time is counted from dispatch, not from when you ordered. Add the 1–2 days of packing.
• The estimate comes from the carrier. It is usually accurate, but holidays and bad weather do cause delays.

Can I track it?

Yes, tracking is emailed when your parcel ships. It can take up to a day for the first scan to appear.

What does the packaging look like?

Parcels arrive in plain, unbranded outer packaging. The games inside are in their normal retail boxes, so they are ready to give as a gift.

My parcel is late

Check the tracking first, as it usually explains the hold-up. If it has not moved for several days, email us your order number and we will chase the carrier for you.

I entered the wrong address

Email us straight away. If it has not shipped we can correct it. Once it has shipped the carrier cannot redirect it.

Do you ship internationally?

The countries we deliver to are shown at checkout. International orders may be charged customs duty or import tax on arrival, which is set by your own country and collected by the carrier.

Returns and refunds

Not happy? We refund you straight away.

Email support@lupashgames.com with your order number within 30 days of delivery and we will refund you. You do not have to wait for a parcel to travel back before you get your money.

Allow up to 10 business days for it to reach your account, depending on your bank.

How do I send the game back?

We email you a prepaid return label. Print it, attach it to the box and drop it off. You will never pay to return something to us.

Occasionally we will tell you not to bother sending an item back. If so we will say, and you can keep it with our compliments.

It arrived damaged or faulty

Send us a photograph of the game and the outer packaging. We will replace it or refund you, whichever you prefer. No need to send it back, and no postage to pay.

Can I cancel?

If your order has not shipped yet, email us and we will cancel and refund it in full.

Still stuck?

Email support@lupashgames.com with your order number and we will help.