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 and 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.

Once your order has been collected by the carrier, the delivery process is outside of our direct control. While we do our best to ensure timely dispatch and work with our carriers to resolve delivery issues, delays may occasionally occur. Nothing in this policy affects your statutory rights where applicable.

EU Shipping Information

As the UK is no longer part of the EU, additional customs information and processes may apply when goods are shipped from the UK to EU destinations.

Wayland Games uses Delivered Duties Paid (DDP) shipping services for applicable orders into the EU. Under a DDP service, applicable import VAT and duties are dealt with as part of the shipping process, so you should not normally be required to pay additional import VAT or customs duties when your order arrives.

If your order has been dispatched using a DDP service and you are unexpectedly asked to pay customs duties or import VAT, please contact our customer service team through your account or our support portal before making payment where possible.

Customs information

When goods are shipped from the UK to the EU, customs information may be required to enable the shipment to clear customs. This can include an EORI number where applicable, HS/commodity codes, the value and weight of the goods and their country of origin. Wayland Games provides the required shipment information to its courier partners to assist with customs clearance.

DDP and DDU shipping

Broadly, there are two shipping classifications that may be used when sending goods internationally:

DDP: Delivered Duties Paid. Where a DDP service applies, applicable import VAT and duties are dealt with as part of the shipping process. You should not normally be required to pay these charges separately when your parcel arrives.

DDU: Delivered Duties Unpaid. Where a DDU service applies, the recipient may be responsible for applicable import VAT, customs duties, handling fees and other local charges imposed when the goods enter the destination country.

The shipping options available for your order will depend on your delivery destination and will be shown at checkout.

Are there any additional EU shipping fees?

For EU shipping, orders under €150 are currently subject to additional handling fees. Any applicable shipping or handling charges payable to Wayland Games will be shown at checkout before you place your order. Where a separate charge is imposed by a local delivery provider or customs authority, this may not be included in the charges shown by Wayland Games at checkout. 

Why are the prices I see different when I sign in?

Our store is set to UK VAT (20%) by default. Until you check out, we do not know where you want the goods delivered. Once you sign in, our website will recognise your default address and update the price relevant to that address. For example, if your default address is in Germany, our site will apply the applicable VAT rate for that delivery address.

The final price and any applicable delivery charges payable to Wayland Games will be shown at checkout before you place your order. 

Will shipping my EU parcel take longer?

The time to pack your parcel is the same as normal. However, international shipments may be subject to additional customs processes after leaving our warehouse, which can affect delivery times.

Wayland Games has a fully automated data transfer system that has been verified by our courier partners as supplying the information needed for a parcel to clear customs.

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 and 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.

For EU shipping, orders under €150 are currently subject to additional handling fees. Any applicable shipping and handling charges payable to Wayland Games will be shown at checkout before you place your order.

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, 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, 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 the 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

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 may require a period of time to pass before accepting a lost-parcel claim, and you may be asked to make a formal declaration of non-delivery. We will work with the carrier to investigate the shipment. If your parcel is confirmed as lost, our team will arrange either a refund or a replacement. This does not affect your statutory rights.

What should my phone number look like?

To receive tracking and delivery updates on your mobile, please provide a valid telephone number for your delivery address, including the correct international country code where applicable (for example, +33 for France, +49 for Germany or +353 for Ireland). Please make sure the number is entered correctly, as it may be provided to the courier so they can contact you or send updates about your delivery.