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POL-14

Click and Collect Terms

How click and collect works: order and pay online, we reserve your stock, and you collect it in store within a set time.

Applies to: Customers who order online for collection from our shop.

1. How it works

  1. Choose your items on ggentertainment.co.uk and select click and collect at checkout.
  2. Pay online by card. Prices include VAT.
  3. We reserve your stock and send you an order confirmation. We then tell you when it is ready to collect.
  4. Collect it from the counter at 4 Cavendish Walk, Bolsover, Derbyshire, S44 6DB, within the collection window.

Our opening hours are shown on the website. Please wait for us to confirm your order is ready before you visit.

2. Collection window

We hold your order for 7 days from the date we tell you it is ready. If you need more time, contact us before the window ends and we will try to extend it. We cannot always do so for limited or high-demand stock.

3. What to bring

  • Your order confirmation, on your phone or printed.
  • Photo ID if you are not the person who paid. The person collecting must bring ID, and the order confirmation. We may ask to see the card used to pay, or call the cardholder if we are unsure.
  • Photo ID may be requested for any order where we need to check your identity or age.

We may refuse to hand over an order if we are not satisfied about who is collecting it. You will not lose your order. We will arrange another way.

4. Age-rated games

Games with an age rating, such as PEGI 18, are handed over only to a collector who meets the age rating. If you do not, we cannot hand it over, and the order is cancelled and refunded. Staff may ask for proof of age. See also the Age Ratings Policy (POL-06).

5. Checking your order

Check your items at the counter. If anything is wrong, tell us before you leave and we will put it right, by replacing it or refunding you.

6. Uncollected orders

If an order is not collected by the end of the collection window, we cancel it and refund your payment to the original card. The stock goes back on sale. Refunds usually reach your account in a few working days, depending on your bank.

7. Cancelling and returns

Your right to cancel and your rights if goods are faulty are set out in the Online Terms of Sale and Returns (POL-13). Those terms apply to click and collect orders. Your 14-day cancellation period for collected orders begins on the day you collect.

8. Pricing errors and stock

If an item was listed at the wrong price, or we find we cannot supply it, we will contact you and offer the choice to continue at the correct price or to cancel with a full refund.