Shipping
Orders placed on a weekday before 12pm are aimed to be dispatched on that same day, all orders purchased and not sent same day will be sent on the next working day. Buyers will receive a shipping confirmation email with a tracking number.
Pre-order or backorder orders will only be fulfilled when the whole order can be fulfilled.
We are currently working on adding certain EU and international shipping.
Returns Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the return criteria are met and you wish to return a product, you will be required to cover the return delivery cost. To start a return, you can contact us at support@maelstromgames.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at support@maelstromgames.co.uk.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the case of a damaged item, we kindly request photo evidence to be sent to us to confirm the damage, ideally of the unopened and opened package within 7 days of receiving the item. A claim will be made with the courier using the photo evidence. A refund/return will then be offered once a decision has been made by the courier. In the case of damages and issues, the return cost will be covered by Maelstrom Games.
Lost Items
If a package was ordered via Royal Mail, please allow 10 days for the package to arrive after the delivery due date. If ordered via DPD, please allow 1 day after the due date. After this time, please contact us and we will attempt to investigate this with the courier to eventually replace or refund the product.
Exceptions / Non-returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards. Returns are also not offered on items with an order limit where more than the order limit is provided to the customer.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations
You have the right to cancel or amend your order before it is processed for delivery. After it has been dispatched, a cancellation will be regarded as a return.