Charge

You can pay by the following means of payment VISA, MasterCard or VISA Electron. All payments are charged in GBP.

Coolshop is a Danish merchant, and therefore some cards will be charged a small fee for making purchases at an international merchant. This is a charge levied by the card issuer NOT by Coolshop. Some banks only charge if a foreign currency is being used - i.e a FX charge is charged.  However, this depends upon the issuer themselves.

For questions regarding your Coolshop invoice please contact our customer support team.

You'll receive advance notice on email when we have shipped a product to you. Any objection must be made within 4 working days of advance notice being sent. Payments made by debit card are always protected against abuse. You have the option to refuse payment when you receive your payment history. In the unlikely event that your card is misused in an Internet store that uses SSL (Secure Socket Layer) in its payment system you will be fully protected and can recover any loss incurred. Thus, you are better protected than in the physical world.

The data you submit in connection with purchases paid with by credit card is encrypted (SSL). Neither Coolshop or others have the opportunity to read the data you provide.

Maestro Card Payment
When using a VISA, MasterCard or VISA Electron we will only charge your card when the goods are in stock and ready to be dispatched to you. Due to the way Solo and Maestro cards are processed by the banks, we are required to take payment in advance and regardless if an item is in stock or not.

For all card types and payments we can only charge you for the amount you have ordered and can never charge a larger amount than you have authorised and approved.

IMPORTANT! Your statement will show withdrawals from Entertainment Aps. Coolshop is the trading name of Entertainment Aps.

Delivery
Coolshop.co.uk delivers to UK (for Denmark go to: http://www.coolshop.dk or for Sweden go to http://www.spelbutiken.se). Average shipping time will vary from product to product, but you can always see the expected delivery time on the product. All shipments sent by Royal Mail 1st class recorded delivery are traceable. Shipping rates are calculated by weight of your total order with the following table:
 
Weight - Price
0 - 10 kg - FREE SHIPPING

UKmail

Weight - Price

0 - 1 kg  £1.99

Next Business Day Service (Express Delivery) is an optional upgrade over the standard FREE shipping we offer via Royal Mail. Express delivery is a trackable Next business day service. This does not always mean your item will be dispatched the same day you place your order. We always aim to send all orders before 3pm Monday-Thursday (Friday 2.30pm). During busy periods this is not always possible due to order volumes and therefore your orders will be sent as soon as possible. Next business day service will take priority over FREE shipping. We can not offer refunds for late delivery.  

FREE FREIGHT!
Delivery time depends on whether the product is in stock. Normal delivery times are expected to take 1-2 days from the date of dispatch but may take longer if circumstances beyond our control disrupt postal services. We offer same day dispatch for orders placed before 2.30pm (2.00pm Friday) dispatch. During busy periods this is not always possible due to order volumes, therefore orders will always be sent as quickly as possible. This will also apply to the Next Business Day Service (Express delivery).  
Missing / delayed items: Please note that we will need to wait 4 days before being able to trace, replace or refund lost items.

If the product is not in stock delivery time will be dependent on the time taken to source the goods from our suppliers.You can always see the status of your orders by viewing your personal account at Coolshop.co.uk as we constantly update you with the latest information we have received from the manufacturer. Just click on "Your Account" on the left or click on the link at the top of your Order Confirmation. You can always see the expected delivery time and inventory status on the product description before ordering.

After a product has been dispatched, we send a notification email to you. The email is automatically generated and sent from us at approxinately 7:00pm. Once you have received your dispatch confirmation email, it means that we have charged, picked and dispatched the order to the address specified on account. If after 4 days from the date of the confirmation email being sent, you do not receive your order, please contact our customer service team in order to initiate an inquiry. If no contact is made, we will consider orders successfully delivered after 5 days.

If a consignment is lost or delayed as a subsequent result of entering incorrect/wrong details on the order, Coolshop.co.uk will not be held liable under any circumstances.
We offer a split order service on all orders at no extra cost. Eg if an order contains 2 video games, one of which is  'out of stock',  the in stock video game would be shipped immediately. The final product will be sent as soon as it arrives back in stock. We will deduct money from your credit card until the entire order is delivered to you.

If a video game/ product is on back order, you will automatically receive updates on the delivery time via email with new information we receive direct from the manufacturer.
 
Right
You have the right to Undo your purchase according to your consumer rights, provided that it is returned to us within 14 days after you have received it, in its original packaging. The product must be returned in substantially the same condition and quantity as when you received it.

Please note that the product must be returned unused, this also applies to game consoles (PlayStation 3 [All Models], Xbox 360 [All Models], Nintendo Wii, PlayStation 2, Nintendo DS [All Models], Nintendo DS Lite, PSP 2 [All Models], PSP[All Models]) accessories (controllers and memory cards) since a use of the product constitutes a significant impairment of the value and by putting into service can no longer be counted as being in substantially the same condition. It is also a requirement that the goods are returned intact in its original packaging in which goods were delivered. Missing or damaged original packaging may result in lapses in your rights.

IMPORTANT! In connection with games and other software, products can only be returned if the outside wrapping/film has not been broken. If you have taken the item out of its original wrapping you may lapse your rights under the Consumer Contract.

*Before sending any returns items to us you must first obtain a proof of posting certificate from your local post office*

 
Under your consumer rights, you have the right to return the product, you can undo the purchase or refuse the product. To return a product, you will need to send the item back to us Via Royal Mail within 14 days and in it's original packaging and condition.  Before returning please contact our Customer Service team to get a return number (RMA number). Returns can not be processed without this number. This return number must be specified on the outside of the package. The product must be sent back securely in protective packaging. When you exercise this right, you have to pay for freight to send the product back to us.
 
Upon receipt of the returned goods, all items will be checked that they meet the conditions under the returns policy/procedure. A Refund or replacement will be processed as quickly as possible. Please enclose your coolshop account and order ID No (normally 6 digits long) so we can credit your money directly to your original method of payment. Returned goods are normally processed upon their return. If your product is not refunded/returned and/or you do not hear from us within 9 days, please contact us.

Returned goods should be sent to:
Cool Shop
PO Box 1957
Croydon
CR90 9EX


Complaints
We maintain a very high level of service and will do everything in our power to improve on this whenever possible. We take complaints very seriously and will do everything we can to resolve them as quickly as possible.
If you have any concerns or complaints, please in the first instance contact a member of customer service team via the Live Chat function.
 

Products
Although the majority of games sold on Coolshop are specifically for the UK market, there will be some instances where in our effort to offer the CHEAPEST POSSIBLE PRICES some stock may say NOT TO BE SOLD IN THE UK’. But the game will work perfect in your machine.

We understand that this might seem surprising to some people. But let us reassure you that there is no trouble with the games. It is still a completely valid product. Coolshop is a pan-european business, so the product we got can come from one of the european offices of the production company, and not from the UK office.

Online Coded Games

In conjunction with your consumer rights, it is coolshop policy that all online coded games, that once opened can not be refunded or replaced. In the very unlikely event that a game does not work due to manufacturer fault you will need to contact the publisher direct to resolve any fault/issues. Refunds or replacement can not be provided.