Shipping Policy

How long will my order take to ship?

We process orders 7 days a week so if your order is completely in stock and placed before 12 midday Monday to Friday we aim to dispatch your order on the same day. Orders placed on a Saturday and Sunday will still be packed but not collected by a courier until Monday.

If a fully in-stock order is placed after 12 midday it is more likely to leave the day after. 

If your order contains something that is currently out of stock, for example, pre-order or backorder products the order will not be shipped until everything is in stock and allocated. 

Once your order ships you will receive a shipping confirmation email with a tracking number so you can follow your parcel from us to you.

What carriers do you use?

We use a number of shipping carriers to deliver parcels all over the world, the table below gives you a rough estimate of the delivery time for each one. Please note that these times are from the point of dispatch not the point of order. 

* These are only estimated delivery times, many factors can change how long delivery takes, please contact our customer service team if your parcel has not arrived in a reasonable amount of time. For more information about our EU shipping service, please see our policy here

Where don’t we ship?

We ship parcels all over the world but regretfully we are unable to ship to addresses in Brazil, Russia, South Africa, Zimbabwe, Belarus, China, Eswatini and Israel. Orders made to these locations will be cancelled and refunded. 

How much will shipping cost?

Due to the number of carriers we use and destinations we ship to the only way of obtaining a shipping price is to add all of the items you require to a cart, then fill out your delivery information. You will then be presented with the shipping options for your order which you can select from. 

Do we offer free shipping?

Yes we do. Currently we offer free standard shipping on orders over £20 to most UK destinations. Free shipping only applies to standard items, if your cart contains bulky or hazardous products free shipping will not apply. Defining products as bulky of hazardous is subject to change based on courier policies and is 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.

I have my shipped notification, but why isn’t the tracking working?

We typically have collections once a day late in the afternoon, if your order is packed after those collections it will be ready to dispatch but remain in our warehouse until the next working day. Tracking links only start working once a courier collects the parcel from us. 

Where do I find my tracking number?

Your tracking number can be found in both your shipping confirmation email and in the "order history" section of your account, if your order has more than one shipment then there will be multiple lines with tracking information. 

Are there any restrictions?

We carry a vast array of products, some of which can be bulky or hazardous, these are items such as aerosols, paints over 150ml or large figure cases. Not all carriers deliver all products so sometimes you will not see all of the shipping options in the checkout. What constitutes hazardous or bulky is entirely at the discretion of Wayland Games. 

Can I collect my order in the store?

Yes you can! If you are close enough to one of our stores you can choose the “collect in-store” shipping option at checkout. You will need the shipped notification email showing your order reference and a form of ID to collect the parcel. 

Do you ship to the EU?

Yes we do, please see full details regarding EU shipping on our dedicated page for EU Shipping Information. 

I think my parcel is lost, what do I do?

If your parcel tracking states it has been delivered or if it has been in transit for too long then contact our customer service team and they will communicate with the carrier for you. Please note that couriers usually will not accept claims on parcels sent until 30 days have passed since dispatch and you may need to make a formal declaration of non-delivery. If your parcel has indeed been lost then our team will arrange either a refund or replacement to be sent to you. 

What should my phone number look like?

In order to receive tracking updates to your mobile you will need to provide an appropriate number on your account delivery address in line with the below.