Delivery & Returns

Shipping
When it comes to getting your items delivered to your door, we will always strive to get them to you quickly and in great condition. As a result, our shipping policy is as open and honest as we are. If something isn’t in stock – we’ll let you know immediately, so you won’t be waiting for the postman for no reason.

Delivery charges vary based on your location and the delivery method chosen. You will be able to select and view delivery charges for the options available before any payment is made. Delivery times vary depending on the method you choose. Lvl Up Gaming is not responsible for guaranteeing your delivery time, and estimated delivery times displayed are those provided by the delivery company in question.

Lvl Up Gaming will deliver to the dispatch address provided by the consumer, either directly for orders placed by credit card, debit card, or using PayPal when checking out. Lvl Up Gaming  do not assume responsibility for goods that do not reach their desired destination. If packages sent by an Express or international tracked service are refused by the customer, or returned due to non-payment of charges such as customs or import duty, any charges incurred by Lvl Up Gaming may be deducted, at our discretion, from any refund later made for that order.

As with everything we do, if for whatever reason you are unhappy, want to thank us or just want to say Hi, drop us an email at theteam@lvlupgaming.co.uk and we’ll get back to you as soon as possible.


Collection Orders
We aim to pick all orders as quickly as possible, provided no back-order or pre-order items are included. Where possible, orders will be prepared on the same day. However, some orders may take up to 48 hours or longer depending on variables such as order volume, staffing issues beyond our control, or if items are located in our warehouse. For example, Trading Cards or Board Games may need to be transported to the store before your order is ready for collection.

We aim to complete warehouse transfers daily before 6pm, except on Saturdays and Sundays when our warehouse may not be staffed. As a result, orders placed late on Thursday may not be ready for collection until the following Monday.

Once all items are ready for collection, we will send you an email or text notification advising that your order is ready. Please ensure your contact details are correct when placing your order.

If you have not received a collection notification, it is unlikely that your order is ready. Orders will not be expedited ahead of those placed before them. Please wait for your collection email to avoid disappointment.

Please bring your order number and a valid form of ID when collecting your order.

Any order containing a pre-order item will not be made ready until all items become available. Please consider this when placing your order.

Orders containing pre-order items will not be released before the stated release date. Your “Ready for Collection” email will state it does not supersede the release date.

Delivery and Refunds
We will deliver products in accordance with your order. We make every effort to deliver the products within the expected timetable, however delays are sometimes inevitable due to unforeseen circumstances and/or supplier delays. We shall have no liability to you for any failure or delay in supply or delivery or for any damage or defect to products supplied or delivered here under that is caused by any event or circumstance beyond our reasonable control.

If for any reason you are unhappy with the product and wish to return or exchange it, you need to contact us Within 14 days of receiving of the goods, via email us at theteam@lvlupgaming.co.uk and we will arrange for the return. These can then either be refunded or exchanged, as per your request.

In any cases, we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions. This does not affect your statutory rights as a consumer, nor is it intended to exclude our liability to you resulting from our negligence.

For anyone wishing to purchase the products using our Cash on Delivery option, then you will need to use the cash on delivery option under UK Express Delivery or EU Delivery.

Pre-Order, Back-Order, Cancellation and Non-Refundable Deposits
Please consider when placing your pre-order or backorder that you are reserving stock, which we are also charged processing fee's on. If you choose to cancel a pre-order before its dispatched we will charge you 5% of the total order fee as part of your Non-Refundable Deposit to cover any losses that directly result from your cancellation.

From time to time a product that goes to Pre-Order, can at a later date be subject to industry price increases by the manufacturer or supplier. In such an instance we may choose to honour the order at the original price. But if the price increase is too large, we may contact you with as much notice as possible of the price increase. At which time you may choose to pay the difference and retain the order or receive a full refund of any monies paid and cancel the pre-order.

We, as do our suppliers, take the utmost care to ensure we provide an accurate price and stock level for pre-order items. But in the unfortunate circumstance we will not be receiving stock of a product due to cuts and/or stock allocations, we will provide it where available to those who ordered first by date and time, then issue full refunds to any outstanding orders we would be unable to fulfil in a timely manner.

An order which contains back order items will not be dispatched until the entire order is complete. Again please consider this when placing your order.

We may take up to 14 days to process your refund after cancelling an online order/pre-order.

https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services

"Businesses can keep your deposit or advance payments, or ask you to pay a cancellation charge, only in certain circumstances
If you cancel the contract, the business is generally only entitled to keep or receive an amount sufficient to cover their actual losses that directly result from your cancellation (eg costs already incurred or loss of profit)."

We reserve the right to cover the loss of your cancellation. When you cancel your Pre-Order, we will refund the total less 5% as part of the Payment Processing Fees.

Also under long distance selling you are informed you that you will still need to pay reasonable costs for using a service after you cancel,
https://www.gov.uk/online-and-distance-selling-for-businesses

You agree to our Terms and Conditions when you place the order.

Event tickets and refunds
As per UK Law you’re not entitled to a refund if you change your mind about going or realise you can’t go anymore.