SHIPPING
At Silk Road Games, we aim to process and dispatch orders promptly to ensure you receive your items as quickly as possible. Here’s a breakdown of our shipping policies.
Dispatch Times
Standard Orders: Orders received before 2pm, Monday to Friday (excluding Bank Holidays), will typically be dispatched the same day. Orders received after 2pm will be dispatched on the next working day.
Pre-Orders: If your order contains a mix of in-stock and pre-order items, we will ship your entire order once all items are available. For faster delivery, please place separate orders for in-stock and pre-order items.
Delivery Options
Standard Delivery:
Free standard delivery is available on orders over £50 for parcels weighing up to 2kg.
For orders under £50 or exceeding 2kg, shipping fees are as follows:
Up to 2kg: £3.99.
2kg to 5kg: £6.99.
5kg to 10kg: £9.99.
Over 10kg: £12.99+ (calculated based on total weight at checkout).
Express Delivery: Next-day delivery is available for UK mainland orders if placed before 2 pm.
Shipping fees are as follows:
Up to 2kg: £5.99.
2kg to 5kg: £9.99.
5kg to 10kg: £14.99.
Over 10kg: £19.99+ (calculated at checkout).
Shipping Partners
We work with trusted delivery partners such as Royal Mail to ensure secure and timely delivery.
Bank Holidays: Please note that no dispatches or deliveries occur on Bank Holidays.
Tracking
You will receive a tracking number for all orders once they are dispatched. Use this to monitor your parcel’s progress directly on the courier’s website. For Royal Mail shipments, you can track your item at this link.
Delivery Issues
If your package is delayed, lost, or misrouted, please contact us at contact@silkgames.co.uk as soon as possible. We will coordinate with our delivery partners to locate and resolve any issues with your order.
Liability for Additional Costs: Silk Road Games is responsible for covering any supplementary costs you may incur as a direct result of delayed, lost, or misrouted packages. We will take all necessary steps to ensure the issue is resolved and, if needed, file a claim with our delivery partners to recover costs.
Resolution Process: Once you notify us of an issue, we will take immediate steps to address it, which may include dispatching a replacement or reimbursing costs as appropriate. We are committed to ensuring that any inconvenience caused by delivery issues is resolved promptly and fairly.
RETURNS
Silk Road Games is committed to providing a clear and fair returns policy. For most items, we allow returns within 14 days from receipt, as required by law. For certain items, additional conditions may apply, as detailed below. When returning an item, please include your order number or confirmation email in the package to facilitate processing.
Returning Unwanted Items
Eligibility: Unwanted items may be returned within 14 days of receipt if they are completely unused, unopened, and in the original packaging as received.
Customer Responsibility for Shipping: Return postage costs for unwanted items are the customer’s responsibility. Items should be securely packaged to arrive in their original condition.
Condition Requirements: Items being returned must be in their original, unused, and unopened condition, with all original packaging intact. If a returned item does not meet these conditions, the refund will be voided, and no refund will be issued. Any alterations, damage, or signs of use will disqualify the item from refund eligibility.
Fair Use Limits: We allow returns for up to 5 items under this policy, with a total maximum return value of £100 per customer over a lifetime. This policy applies per household, and Silk Road Games reserves the right to decline returns that exceed these limits or appear excessive.
Exclusions for Trading Card Products: For trading card products, including single cards, booster packs, and boxes, the statutory 14-day cooling-off period applies only if the items remain unopened and in their original sealed packaging. Once opened, these items are non-returnable due to the nature of the product and to prevent counterfeiting. This policy is in place to ensure the authenticity and quality of the trading card products we offer. The 14-day return policy primarily applies to items like board games and miniature games.
Returning Damaged or Faulty Items
If an item arrives damaged or faulty, please contact us at contact@silkgames.co.uk within 14 days of receiving your order. To help us assess the issue, please include clear photos of the damaged or faulty item along with a detailed description of the problem. This information helps us expedite the process and determine the next steps.
Resolution Process: We will review the provided information to assess the eligibility for a return. If the photos and description confirm the issue, we will issue a prepaid return label for the faulty or damaged item. If further verification is needed, we may ask you to return the item at your own cost initially; upon inspection and confirmation of the issue, we will reimburse the shipping cost. Once the item is received and verified, we will either send a replacement or issue a full refund.
Sealed Packages Disclaimer: For issues with items inside sealed packages, such as damaged cards inside a booster pack, we recommend reaching out to the manufacturer directly, as we are unable to assist with such matters once the item is sealed.
Order Cancellations
Pre-Orders and Regular Orders: Orders, including pre-orders, can be cancelled at no cost before they have shipped. If the price of a pre-order drops on our website before it’s dispatched, please reach out to us to ensure you receive the updated price.
Post-Dispatch Cancellations: Once an order has been dispatched, it falls under the standard returns process.
Processing Returns
Refund Timeline: We aim to process refunds within 14 days of receiving returned items.
Required Documentation: Including your order number or a copy of your confirmation email in the return package will help us process your refund smoothly and promptly.
Authenticity and Quality Assurance
At Silk Road Games, we guarantee that all products are genuine and authentic. We source our inventory directly from the UK’s leading distributor of board and trading card games, ensuring that every item we sell meets the highest standards of authenticity.
Right to Decline Service
Silk Road Games reserves the right to decline service or cancel orders in cases of abusive behaviour or unreasonable demands. We strive to provide excellent service and appreciate respectful communication.
Return Address
Silk Road Games
26 Hamilton Road
Ilford, IG1 2EU
For further questions about our shipping or returns policies, feel free to contact us at contact@silkgames.co.uk.