FAQ

I want to cancel my order. Is that possible?

You can cancel your order at any time if it has not yet been sent to you

I want to cancel my order. How do you do that?

You can email us (helpdesk@12game.com) with a request to cancel your order. Please include your order number.

When will I get my money back?

Your will receive a refund within 2 to 7 days.

What is the status of my order?

You can check the status of your order by logging into your account. The status will be stated on "My Orders".

I entered the wrong delivery address.

If you have entered the wrong address, please contact our customer service. In case your order has not yet been dispatched, the delivery address can be changed. If your order has been shipped already, the order will be sent to you again with a correct address when we receive the order back from the carrier.

Do you also deliver on weekends?

Orders placed before Friday 4 pm will be sent on that day. Orders placed during the weekends will be sent on Monday.

How long does it take to get my order?

Orders placed before 4 pm will be sent the same day. Your order will be delivered within 1 to 2 days (Belgium: 3-5 business days). You can also check your track & trace code. This code has been sent to you in the shipping confirmation email.

My order was sent yesterday but I have not received anything today.

Most orders are delivered the following day. However, it may sometimes occur that shipments will be delayed. For the current status of your order, please use your track & trace code. This code is in the shipping confirmation email. If you have not received anything after 7 days? Contact our helpdesk.

What time can I expect my order?

Unfortunately, we cannot determine the exact delivery time.

How much do I pay for shipping?

The shipping costs in the Netherlands are free. Shipping costs to Belgium, France, Germany, Luxembourg and the United Kingdom are € 2,95

I did not receive a confirmation email.

If you have not received a confirmation email, we advise you to look in to your junk mail folder. If you did not receive anything either in your junk mail folder, please consult our helpdesk for the status of your order

How can I pay?

You can use the following payment methods: iDEAL, MasterCard, VisaCard and PayPal.

Is it safe to pay on 12game?

Your payment information is securely processed by our payment provider Multisafepay and this information is not provided to third parties.

I want to return my order. Is that possible?

You can return your order, if unused and in original plastic seal to our return address within 14 days of receipt of your order. We would like to receive your order number with your return, this way we can process you return faster. (Please contact us at helpdesk@12game.com for the return instructions.)

I want to return my order. How do you do that?

Please contact our helpdesk and let us know about this error. Our helpdesk will provide you with a specific solution to your situation. Did we make a mistake? Then you can return your package for free.

I received the wrong article. What should I do?

You can return your order to the following address:
Venkelbaan 2
2908 KE Capelle aan de Ijssel
The Netherlands
Please encluse a note with your order number, your bank account number and the reason for the return.

What warranty is applicable to my purchases?

The legal warranty applies to all our products. Legal warranty means that a product must do what the consumer may expect. Please check the instruction manual first. If this is not clear, you can contact us and discuss what the correct warranty handling method is.

My product does not work properly.

On all items you buy from us, you are entitled to the legal warranty. All our products are subject to warranty terms set by the manufacturer of the item. The factory warranty applies without prejudice to the legal rights of the consumer. We are not responsible for usage traces like scratches, fractures or stains.

How long do I have warranty on software?

The warranty on software, including games, is 90 days.

How long do I have warranty on hardware?

Consoles have a warranty of 1 year through the manufacturer. The warranty on accessories, such as controllers, headsets and controls, is 90 days (Unless otherwise stated by the manufacturer).

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