FAQs

Please read the list of Frequently Asked Questions below. If there is something else you want to know, then please raise a support ticket.

Delivery & Shipping

Do you do next-day delivery?
We offer a variety of shipping options. For full details, please see our Shipping Policy page.

How much do I need to spend to get free shipping?
We currently offer free shipping in the UK for orders over £20. Unfortunately, if your cart contains bulky, hazardous products or age-restricted products, free shipping will not apply. Defining products as bulky, hazardous, or age-restricted is listed on the product page and is subject to change based on courier policies, at the sole discretion of Wayland Games.
Some couriers have additional surcharges for out-of-area deliveries even within the UK. In this case, we offer a heavily reduced rate for the shipment, as free shipping cannot apply. Terms and conditions apply.

Can I have an order shipped to my work address?
Yes, we can ship to a work delivery address. However, some country destinations may require you to provide additional information. For example, customs in France may ask you to provide an EORI number in order for the parcel to proceed through clearance processes. For more details on this, please see our Shipping Policy.

Orders & Pre-Orders

I want to place an order, but the item isn't in stock. When do you take payment?
We take payment when an order is placed.

What happens if I place an order that contains Pre-Order items and those available now?
The order will ship when all items are in stock. We advise that pre-orders are placed separately from a regular order so your orders can ship as quickly as possible.

What happens if I order something and it becomes no longer available?
Unfortunately, sometimes products are removed from sale by suppliers without notice. In this instance, we will contact customers to offer a refund or store credit.

Can I add to my order once placed?
Once an order has been placed and paid for on our site, unfortunately, we are unable to add items to it.

How do I cancel my order?
If you would like to cancel your order before dispatch, please contact our customer support team. Please note that if your order has entered our dispatch process, we will be unable to cancel your order and will need to follow the returns process.

Can I order over the phone?
We take all orders via our website, but if you have any questions or need any help, please contact our customer support team.

Do you offer any further discounts for orders over a certain price?
In addition to our This Week Only discounts, we also run ad-hoc promotions throughout the year. Please check our website for our current promotions, or sign up for our newsletter to hear the latest updates and deals.

How do I return an item/order?
You can return items up to 28 days from receiving them (terms and conditions apply). Please see our Returns and Refund Policy for more information.

Order Status & Management

What do the order statuses in my account mean?

Pending Payment - Your order has been placed; however, our system is awaiting payment to be authorised by your payment provider. Once the payment has been approved and processed through our system, your order can be dispatched. Payments can take a few days to authorise. If you have an order with this status, and it has been longer than two business days, please contact our customer support team.
Processing - Your order has been placed; however, at least one of the items in your order has not officially been released yet, or stock is on backorder with the supplier. Once all products in your order have reached the release date set by the manufacturer, and the stock has been delivered to our warehouse (please note that some stock arrives in waves and is not always available for the release date, please check our product descriptions as these contain any specific details), your order will be dispatched. If you have an order with this status, but some items have reached their official release date and are in stock, please contact our customer support team.
Complete - The order has been packed and shipped.

How do I find my order details?
If you have created an account on our site, you can find your order details by going to your account, clicking on your name in the top right next to Help Centre, and selecting Order History. If you checked out as a guest, you can find your order details in the confirmation email.

How do I change my address on my order before/after shipment?
If you need to change the address on your order at any stage, please contact our customer support team. If the order has been dispatched, you will have a number of options with the courier, which can be updated when reviewing your tracking details.

Product Information

What does our pre-order date mean?
A pre-order date will be visible on product pages for products that a manufacturer has not yet released. This enables purchases to be made for products that are not yet physically available in a retail store. These products will have a status showing "Pre-Order Now" or "Pre-Order Allocation Sold".

Pre-Order Now - This status signifies a product that can be ordered but will not ship until the official manufacturer's release date has passed, which is displayed on the product page, and once stock has arrived. Release dates for pre-order items are supplied to us by manufacturers and are subject to change. Please note that some stock arrives in waves and is not always available for the release date. Please check our product descriptions as these contain any specific details or disclaimers.
Pre-Order Allocation Sold - This status indicates a product that will not ship until the official manufacturer's release date, after the stock has arrived. However, we have already sold through the limited number available to us by the manufacturer. These products are not guaranteed to be available after the release date has passed, but pre-orders placed within our allocation will ship as expected.

We display the pre-order date on product pages to indicate when the product will be released, and shipping is subject to stock arriving before this date. If there are substantial delays, we endeavour to email customers as soon as possible.

Why is the release date different from the manufacturer’s?
Certain products are initially released in limited quantities, but they will eventually become part of our standard inventory. Although this may take some time, we strive to maintain transparency with our customers. To achieve this, we extend the pre-order period until we anticipate receiving the main shipment. Should the stock arrive between the official release date and our extended pre-order date, we will promptly allocate it and fulfil orders without delay.

What do our product statuses mean?

Pre-Order - The item is a new product and is due to be released on the date listed on the product.
Pre-Order Allocation Sold - This item has sold out of our allocated pre-order stock.
Stock Coming Soon - The item is not currently in stock but is available to order, awaiting a restock from our supplier.
In Stock - The item is in stock with the number available listed on the product.
Out of Stock and Awaiting Reprint - This item has sold out and is no longer in stock. Enter your details into our ‘Notify when in stock’ form and you will receive an email if and when we receive more stock.

How long does it take for items to be restocked?
We receive regular restocks from all of our suppliers; however, not every manufacturer has the same delivery timescale. Typically, it can take between one and four weeks for items ordered from suppliers to be delivered to our warehouse, depending on the manufacturer and their location.

Requesting the addition of a product range?
We already carry a broad range of gaming miniatures, board games, hobby and accessory products, but we're always looking to add more! If there's a specific range you'd like us to carry, please raise a help desk ticket with the details, and one of our team will look into adding the range to our store.

Can I purchase Games Workshop products if I live outside the UK/Europe?
Unfortunately, due to our trade terms with Games Workshop, we are not able to sell their products outside of the EEA.

Payment & Currency

What payment methods do we accept?
We accept PayPal, Klarna, and Major Credit/Debit Cards via Adyen payments. You can also pay for your order with store credit if you have any on your account. Please note that Klarna payments need to be authorised within 90 days of the date the order is placed. Therefore, we recommend using a different payment method for any pre-order items that will be released in more than 90 days. If an order paid using Klarna is not dispatched within 90 days, the authorisation will expire, and we will need to cancel your order. We will email you regarding the cancellation. If you have any questions about this, please contact our Customer Service team.

What currencies do you accept?
We accept GBP, EUR, USD, AUD and NZD. However, unfortunately, when paying through PayPal, we can only accept GBP at the moment. Our prices are calculated in GBP only; any other currency shown on our store is an indicator only. Should we need to refund you, we will refund you the sterling amount due for your order or items. This will be based on the current exchange rates. If you opt to take store credit instead, this will be applied to your account in sterling, which will be unaffected.

How do I use my credit vouchers?
All credit vouchers can be used at checkout by clicking the blue “use store credit” button.

Do you sell gift vouchers?
Unfortunately, we do not currently sell gift vouchers.

My Account & Rewards

How do I access my rewards?
To access your loyalty points and store credit, log into your account, go to your account area and click My Wayland Rewards. Here you will see your Points Balance and available store credit. You can also convert your reward points into store credit (minimum 100 points).

Events & Gaming Centre

How can I book a table at your Hockley Gaming Centre?
To book a table, please contact our store team via [email protected]