Welcome to EnjoyGameShop, your premier destination for Chibi figures, musical merchandise, table games, and more! We’re committed to making your shopping experience as joyful as our products. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Processing Time: All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options:

  • Standard Shipping: £12.95 via DHL or FedEx (10-15 business days delivery after dispatch)
  • Free Shipping: Available on orders over £50 via EMS (15-25 business days delivery after dispatch)

International Customers: We ship globally (excluding some Asian regions and remote areas). Please note that customs fees may apply and are the customer’s responsibility.

Our Hassle-Free Returns Policy

We want you to love your EnjoyGameShop products as much as we do! If you’re not completely satisfied, you may return most items within 15 days of receiving your order.

Return Eligibility

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • Original packaging must be intact
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For hygiene and licensing reasons, we cannot accept returns on:

  • Opened table games (to prevent potential tampering)
  • Used disguises and accessories (for hygiene reasons)
  • Downloadable content or digital products

How to Return an Item

Follow these simple steps for a smooth return process:

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your order details and reason for return
  2. Get Authorization: We’ll email you a Return Merchandise Authorization (RMA) number
  3. Package Securely: Place the item in its original packaging with all accessories
  4. Mark Clearly: Write the RMA number on the outside of the package
  5. Ship to Us: Send your package to:
    EnjoyGameShop Returns
    13 Hurst St
    Birmingham, GB B3H 3PB
    United Kingdom

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive your return:

  • We’ll inspect the item and notify you of refund approval/rejection
  • Approved refunds are processed within 5 business days
  • Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Depending on your payment provider, it may take additional time for the refund to appear on your statement

Exchange Process

For exchanges (subject to availability):

  • We’ll ship the replacement once we receive your return
  • Standard shipping rates apply unless the exchange is due to our error
  • You’ll receive tracking information for your replacement item

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund at no additional cost

Return Request Email Template

Subject: Return Request for Order #[Your Order Number]

Body:
Dear EnjoyGameShop Customer Service,

I would like to request a return/exchange for my recent order:
– Order Number: [Insert Your Order Number]
– Date of Purchase: [Insert Date]
– Item(s) to Return: [List Item(s) with Product Names]
– Reason for Return: [Brief Explanation]

Please advise on the next steps for processing this return.

Thank you,
[Your Full Name]
[Your Contact Email]
[Your Contact Phone Number – Optional]

For any questions about our Shipping & Returns policy, please contact our friendly customer service team at [email protected].

Happy gaming from all of us at EnjoyGameShop!