ORDER ISSUES

Can I cancel my order?

If your order has not yet been dispatched and you are looking to cancel it, please contact our customer service team directly. We will do our best to cancel the order before dispatch but cannot guarantee this. Please see our Terms and Conditions for more detail.

 

Why is my order showing on my account as "On hold"?

When an order appears on your account as “On hold” or “Awaiting Payment” this typically means the payment provider has held your payment before sending this to us, and this may have caused an issue on our system. In order to resolve this as quickly as possible, please get in touch with our customer service team who can resolve any issues, and get your order to you ASAP!

 

My item has arrived damaged, what should I do?

While 99% of our shipments arrive in pristine condition occasionally due to factors outside or our control some items can be damaged in transit. If your product is damaged when you receive it, we will require photographic evidence of the item and the box it was received in (outer packaging) evidencing such damage, before we will be able to consider any refunds.

Zatu reserves the right to reject any request for a refund or replacement if evidence of damage cannot be provided, or if, upon receiving the evidence, we do not deem there to be a fault with the item. Additionally, we must receive the product and be satisfied that it is damaged before processing any refund or replacement.  

 

My item has missing pieces, how do I get a replacement?

All of our games are shipped brand new and sealed unless explicitly stated otherwise. Sadly, some games will occasionally arrive with missing pieces due to manufacturing errors. In the event that this occurs, we would recommend contacting the manufacturers directly as this is the quickest way for you to receive these pieces. If you have difficulties with this, please let us know and we can make a request for them on your behalf! 

 

Can I change the address on my order?

Yes! Just contact us as soon as possible after you have placed your order, and we will gladly update your shipping address for you so long as your order is yet to be dispatched. 

Please note, as stated in our Terms and Conditions, we may not be able to make any amendments if your order has already been dispatched.   

 

Can I place an order over the phone?

Absolutely! If you’re unable to place an order online, please just give us a call to speak to a customer service advisor who will help place your order over the phone.  

 

How do I find my order details?

Details for your order can be found under the My Account section of the website, or alternatively you can see details in the Order Confirmation emailed to you at the point of purchase.

 

My tracking number isn’t working…

Tracking numbers sometimes take up to 24 hours to be activated after an order has been sent.  

In the event that there is an error message when attempting to track a parcel, please contact the courier service directly. If there are any other issues, our friendly customer service team will be happy to help!  

 

What do I do if I find a website error or a glitch?

Frustratingly, sometimes pesky tech errors can sneak onto our site every now and then. In the event that you catch one of these in action, please contact our customer service team detailing the issue, the device you are using, and the browser. If you can provide screenshots as well, that can help us get to the bottom of the issue faster, to make for a better experience for all!