FAQs

FAQ: 

Q. Do you charge/bill for pre-orders when the order is placed or on the item's release date?

A. Once your order has been placed, we will take payment from your account within 24hrs. 

 

Q. Do you charge for shipping and how is this calculated? 

 A. We charge for shipping on all our orders. Your shipping fee will be calculated upon check-out once you have added your shipping address. 

 

Q. Where will my order be shipped from? 

A. Your order will ship from our partner Reef Entertainment's warehouse in the UK.

 

Q. Will I be charged VAT if I live outside the UK or EU?

A. If you live outside the EU, please select either ‘AUS / NZ (Export)’ or ‘NON EU (Export)’ within the ‘Game Pack Language’ selector when placing your order. This will deduct VAT from your overall charge.

Please note that we are not able to sell VAT free products within the UK and EU. Any orders with VAT free pricing selected, but which have a shipping or billing address within the EU, will be cancelled within 7 days of the order being placed.

 

Q. Is there any difference in the content of the products available depending on the region or language I choose?

A. All game content and additional items remain the same regardless of the destination to which they are being shipped. The only variation is in regard to the packaging of the Standard Edition game in your GUILD BOX or Limited Edition. 

 

Q. What region are the games on your store?

A. We only stock and sell official PAL / European releases of our games.

 

Q. How do I ensure the safe arrival of my goods?

A. Please follow these steps:

Orders are shipped via a variety of International Couriers, but with the majority, if the delivery fails more than twice, your item may be sent to your local postal depot and held for up to 3 days before being returned to our warehouse.

To ensure your delivery does not fail, you should monitor the tracking of your item online. You should also insert your telephone number in the associated field along with your shipping address at checkout whenever possible. Some courier services, such as DPD, may attempt to call you to arrange a convenient delivery time. If your item has been returned to us, you may be required to pay for the cost of shipping again.

Typical Causes of Delivery Failures are:

1. No contact telephone number provided with your order (this means the courier cannot call you to arrange delivery at a convenient time).
2. Delivery Address provided does not have enough detail for the courier to find your premises.
3. There is no one available at the premises to sign for and accept the item from the courier.


Q. Will you restock your GUILD BOX / Limited Edition sets?

A. Unfortunately, we will not be reprinting or re-manufacturing our Limited Edition sets. We have to decide on quantities and start manufacturing many months before the release date. Because of this and the spirit of "Limited Editions," we won't restock any.

Q. What happens if there's an issue with my payment?

A. If we are unable to bill your order, it will not be cancelled. Instead, your order will be placed on hold and we will promptly contact you to say that there has been an issue with your payment method. However, if we do not hear back from you after several attempts, then your order may at that point be cancelled. Your order will not be processed or shipped until the payment issue is resolved, but as long as your order is on hold, your items will stay reserved for you.

Q. What if I want to cancel my pre-order? 

A. If you need to cancel your order, you can do so by sending us an e-mail at support@koeitecmoeu.com. Please note that you cannot cancel your order within a week of the release date.  

Q. What should I do if I am having trouble tracking my order?

A. Please contact our customer support team at support@koeitecmoeu.com who will be delighted to help you.

 

Q. What happens if I want to swap items in my order?

A. We are unable to swap items in an already existing order, even when they are of equal price. In order to swap, we will need to cancel the existing order so that you may make a new purchase of the desired item.

 

Q. What if I want to Return or Exchange my item after delivery?

A.  Our refund and exchange policy extends for three days after you receive an item from our store. If three days have passed since you received your purchase, unfortunately we can’t offer you a refund or exchange. 

Only faulty products are eligible for a return or exchange, and your item must be in the same condition as when you received it from us. Any misuse or abuse of the product will result in an application for a return or exchange being rejected.

To complete your return, we require a receipt or proof of purchase. Please contact us on the email address support@koeitecmoeu.com with your proof of receipt, photographic evidence of the faulty goods and any other details you would like to forward. Once we have reviewed these materials, if we are in agreement with your claim, we shall issue you with a Returns Authorisation number.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you of this. We will also notify you of the final approval or rejection of your refund.

If you are approved, your refund will be processed and credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

Late or Missing Refunds (if applicable)
If you haven’t received a refund after your application for one has been approved, please try the following:

  • Check your bank account again.
  • Contact your credit card company. It may take some time before your refund officially shows up in your account, especially depending on your specific location.
  • Contact your bank. There is often a period of processing time before a refund is issued.
  • If you’ve done all of this and you still have not received your refund yet, please contact us here: support@koeitecmoeu.com


Exchanges (if applicable)
We can only replace items if they are defective or damaged. If you need to exchange an item for the same product please get in touch with us at: support@koeitecmoeu.com

Shipping
To return your product, please send it to:

Unit 2
119 Beddington Lane
Croydon
CR0 4TD
United Kingdom

Please add a note clearly stating your Returns Authorisation number. Any product received without this will not be accepted.

You will be responsible for paying any shipping costs required in returning your item. 

Depending on where you live, the time it takes for your exchanged product to reach you may vary. Thank you for your patience.

If you are shipping an item over £50, you should consider using a tracked shipping service or purchasing shipping insurance. We cannot provide a guarantee that we will receive your returned item.

If you have any further questions please don't hesitate to contact us at support@koeitecmoeu.com