Shipping Policy

How long will my order take to ship?

We process orders 7 days a week. If your order is completely in stock and placed before 12 midday Monday to Friday, we generally aim to dispatch it the same day. Orders placed after 12 midday are more likely to be dispatched the following working day. Orders placed on a Saturday or Sunday are typically packed over the weekend, but are not collected by the courier until Monday. Please note: these estimations are subject to change depending on demand, stock levels, and busy periods.

If your order contains items that are out of stock, including pre-orders or backorders, it will be held until all items are available and ready to ship together.

Once your order has been dispatched, you will receive a shipping confirmation email with the courier details and tracking information so you can follow your parcel from us to you.

What carriers do you use?

We use several shipping carriers to deliver parcels worldwide. The table below provides a rough estimate of the delivery time for each. Please note that these times are from the point of dispatch, not the point of order, and that some providers may hand off parcels to local or specialist couriers depending on the location, size, and weight of your parcel.

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. Please note that once your order has been collected by the carrier, delivery is outside of our direct control. While we do our best to ensure timely dispatch, we are unfortunately unable to offer refunds or compensation for any shipping costs resulting from carrier delays.

For more information about our EU shipping service, please see our policy here

Where don’t we ship?

We ship parcels worldwide, but we are unable to ship to addresses in Afghanistan, Belarus, Brazil, Bhutan, Burkina Faso, Cameroon, Central African Republic, Chad, Cuba, Ethiopia, Haiti, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Mauritania, Myanmar, Niger, Nigeria, North Korea, Pakistan, Palestinian Territories, Russia, Somalia, South Sudan, Sudan, Syria, Turkmenistan, Ukraine, Venezuela, Western Sahara, Yemen. Orders made to these locations will be cancelled and refunded. 

How much will shipping cost?

Due to the number of carriers we offer and the destinations we ship to, the only way of obtaining an accurate shipping price is to add all of the items you require to your cart and fill out your delivery information. You will then be presented with the shipping options for your order and their price. 

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, hazardous products or age-restricted products, free shipping will not apply. Defining products as bulky, hazardous, or age-restricted is subject to change based on courier policies and is at Wayland Games' sole discretion. Please note that we do not offer tracked Royal Mail service for orders over £700.

Some couriers may 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 have collections daily, late in the afternoon, if your order is packed after the collection your order 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, and it has been scanned into their network. This is typically within 24 hours of receiving your shipping confirmation email.

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 as per the below image.

Are there any restrictions?

We carry a vast array of products, some of which can be bulky, hazardous or age-restricted. These are items such as aerosols, paints over 150ml, Video Games or large figure cases. Not all carriers deliver all products, so you will only see carriers offered at checkout who can deliver these types of items.

What constitutes bulky, hazardous products or age-restricted products is entirely at the discretion of Wayland Games and its couriers. 

What if I want to have my parcel delivered to a business or work address?

If an order is being sent outside the UK to a business delivery address, the country's customs may require you to provide an EORI number. This is a unique number for the destination business, and if requested, it will be required for the shipment to be cleared by customs. 

Please be aware that we may contact you by email to request your EORI number if the courier delivering your parcel requests it. 

If the EORI number is not provided, then the shipment may be returned to us, which may incur additional charges. For full details on this, please see our Returns Policy and Terms & Conditions

How does store collection work?

We offer store collection as a shipping option for customers located within a 20-mile radius of our Wayland Games Centre Brentwood location. If your billing address qualifies, you will be able to select store collection at checkout. Please refer to your order dispatch email for more details on when it will be ready for collection.

You will only be able to collect your order after it has been dispatched, so please wait for your email confirmation before travelling. You will need to bring the email and a form of photo ID as proof of purchase and identity. Please note that store orders need to be collected within 7 days of the dispatch email, after this time the order will be returned to our warehouse and refunded. 

Our Brentwood Centre is located at Wayland Games, Unit 3a London Brentwood Commercial Park, Tilbury Road, West Horndon, CM13 3LR, GB. Our opening hours are as follows:

Monday: 5pm - 10pm

Tuesday: 5pm - 10pm

Wednesday: 5pm - 10pm

Thursday: 5pm - 10pm

Friday: 5pm - 11pm

Saturday: 11am - 10pm

Sunday: 11am - 6pm 
 

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 you think your parcel has been lost in transit, please contact our customer service team through the help centre in your Wayland Games account, or via our helpdesk portal here. 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 a replacement to be sent to you. 

What should my phone number look like?

To receive tracking updates on your mobile, you will need to provide a valid number on your account delivery address, as outlined below.