We've all had Ebay horror stories, rare games crushed into ill fitting jiffy bags, or ludicrous shipping costs outweighing the value of the item you've bought. Or of course sellers who just steal your money, and send nothing.
Don't worry, relax, dealing with us is nothing like buying on Ebay! We are not like other mail order companies. Retrogames was set up by a collector to serve collectors. Gaming is our absolute passion, and we realise that in our niche market, our customers feel exactly the same way.
We truly care that you are happy with the item you purchased from us. All games are guaranteed to work (unless otherwise stated in the listing). All consoles and handhelds are thoroughly bench tested before they go into our inventory (best part of the job!). Parcels are packed carefully so that items don't get squashed or damaged in transit, and with our dedicated mail order office, we're fast too, generally getting orders out within a day. When occasionally a problem occurs, we do our level best to sort it out, personally, and honestly. It is what has driven our success for the past fourteen years, and something we are very proud of.
We send our items every day from Monday to Friday. In general, parcels go out within one day of receiving a cleared payment. Any orders which arrive after noon on Friday or over the weekend will go out on the following Monday. Although we hope you will not feel it necessary, you always have the right to cancel if you cannot wait for delivery.
Packaging Your Parcel
Because of the different sizes and and shapes of our items, packing is a little more interesting than for other mail order companies. We use a range of different sized card boxes and packing with re-inforcement where appropriate. We do also occasionally use Jiffy mailers for non-crushable items.
If you have experienced flattened Super Nintendo games, or paper wrapped console packages from other sellers in the past, don't worry. We always send all consoles, and fragile boxed games, like (NES, Atari VCS, Atari 7800, Super Nintendo, Super Famicom, Nintendo Gameboy, Game Gear, Lynx, Jaguar....) in solid card box mailers.
Availability of Goods
All products and services are subject to availability. It is very unusual that for any reason we are unable to fulfill your order, but because our hoard of games is so huge, occasionally we may not be able to physically locate an item in stock. In these instances we will of course fully refund. In many cases, if we later find the game you ordered, we'll send it on to you free of charge to say sorry.
Domestic Delivery Charges
All prices on our website are exclusive of delivery charges which will be added to the price of the products when added to the shopping cart. Our postage prices are based on weight, so if you buy multiple items in one order, the price is calculated for the entire parcel, rather than just by adding one postage cost to another. This saves you money.
The vast majority of ou UK parcels are sent via Royal Mail first class recorded mail. This usually takes a day or two to get to you. You will need to sign for a parcel sent recorded, and we should be able to trace the parcel if it doesn't arrive. We also use Special Delivery if requested, but a further charge may be required.
Overseas Delivery Charges
We have always sold our games Worldwide, with thousands of happy customers across Europe, the USA, Japan and Australasia. And it's not just the gaming-centric countries we deal with, recently we've sent parcels to India, South Africa, United Arab Emirates, China, Argentina, Mexico, Malaysia, and many more.
While small international parcels go via standard airmail, we send parcels valued at 25.00 GBP or above via Registered Priority Airmail at our own additional cost. This signed for service includes tracking, and has proven to deliver some amazing delivery times. From England to Finland in just one day, and England to Ukraine in just three. Delivery times do vary depending on your country, so i'm afraid we cannot guarantee a date your parcel will arrive overseas.
Calculating Postage Before Purchase
Because our postage is based on weight, there is no easy way to answer enquiries asking how much it will cost to send items to your country. The best way to confirm the cost of postage before purchase is to add the items you want to your cart, then go to check-out and input your address and country details. You will then see the cost of postage to your location, all before you get to the payment part of check-out. You do not have to continue from this point, and can simply exit if you no longer wish to purchase.
Online Ordering with Retrogames.co.uk is handled by our third party payment gateway, Protx/Sagepay, or Paypal, to ensure that your credit/debit card information is handled with the highest security available on the internet.
The Paypal payment server uses Secure Socket Layer Technology which creates a secure layer between your browser program and your internet connection. When you place an order on our site you will be transferred directly to the Paypal payment server, where you will see a small padlock appear at the bottom of your browser's window. This padlock shows you that your browser is displaying a secure page. If you click on this padlock you will see our digital certificate information - guaranteeing the identity of the page.
SSL also encrypts data and verifies that it was not altered between your computer and our server. To the best of our knowledge there has never been a breach of security reported using SSL technology.
We have been a member of Paypal for over nine years, and have processed more than 30,000 paypal orders within that period. We have only ever found Paypal to be safe, secure and reliable.
PROTX / Sagepay Payments
For those of you who are unable to use Paypal, we now offer credit card payments online through our third party payment gateway, ProTX, to ensure that your credit/debit card information is handled with the highest security possible. Security is an (if not the most) important concern for both customer and retailer during an online transaction. Online transactions, because they are highly encrypted using complicated logarithm combinations, are actually more secure than a card transaction in a shop, by fax or over the telephone.
Protx/Sagepay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. All transaction information passed between the Retrogames.co.uk webstore and ProTX is encrypted using 128 bit SSL certificates. When you place an order on our site you will be transferred directly to the ProTX payment server, where you will see a small padlock appear at the bottom of your browser's window. This padlock shows you that your browser is displaying a secure page. If you click on this padlock you will see our digital certificate information guaranteeing the identity of the page. No cardholder information is ever passed unencrypted. At no point are any credit/debit card transactions sent over an unsecured connection.
Registered customers can also rest assured, we NEVER store your credit card details online - only the last four digits of your card and your card type. All other information is stored offline (again, with the last four digits MISSING to protect your security).
Cheques or Postal Orders
We also accept UK payments via Cheque or Postal Order, though Cheque payments do have to clear before we can send your parcel. Simply add items to your basket as normal, then select to pay with a cheque or Postal order at the check-out. I'm afraid we do not accept overseas cheques, international money orders, or bank transfers.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We do not pass your information to any third parties, but if you wish to stop receiving any information about us and our services email us at email@example.com
The type of information we will collect about you includes:
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a cookie which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. It just helps our site recognise you on your return and makes logging in quicker.
If you have any questions/comments about privacy, you should email us at firstname.lastname@example.org