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Nintendo Online Store FAQ's

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  • What do I do if I have not received my order?

     
    • Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date. If your order has not arrived by the estimated delivery date, we're here to help.

      Please can you check the following before getting in touch?

      • If your order has been sent on a tracked service, check the tracking link via your dispatch confirmation email to view the up to date tracking.
      • Sign into your account to check we have the correct delivery address for your order and your contact details are up to date.
      • Check to see if you have a delivery card from one of our carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange redelivery.
      • Check with your neighbours to see if they have accepted the parcel on your behalf.

      If you still cannot locate your order we ask you to please allow the following amount of time to pass before reporting your order as missing:

      If your order has not arrived within 7 working days of the estimated delivery date, and you are certain that it isn't with a neighbour or another member of your household, please Contact Us and we will investigate further.

      Please Note: Items must be reported as missing within 30 days of being dispatched to you as we are unable to take any action on your behalf after this time.

  • What happens if I am not at home to accept my delivery?

     
    • As all our deliveries require a signature to complete the delivery, our delivery partners will not deliver your item if there is no one to sign for it or they have not received instruction to leave it with a neighbour or in a safe location. If the courier has attended and  not been able to deliver your item, they will have left a card with contact details for you to arrange another delivery.

      Alternatively, please contact a member of our Nintendo Customer Support Team for further assistance.

  • Will I need to sign for my order?

     
    • The majority of our delivery options require a signature for the delivery to be complete.

      Please note: Some of our free delivery options will not be tracked. If you are not at home, the courier will leave a card stating the date and time they called. Please contact the number on the card to arrange another delivery.

  • How long will it take for my order to be delivered?

     
    • Within the UK we expect delivery to take 1-5 working days depending on the delivery option selected at checkout.

      We have to allow a little extra time for deliveries to take place before we can assume an item has been lost in the post, but if you would like an update, please login to your account and check the tracking or contact a member of our Nintendo Customer Support Team who will be happy to have a look into this for you.

  • What delivery options do you offer?

     
    •  

      We have a number of different delivery options available:

       

        Estimated delivery time  Service  Cost 
      Premium Next Day Delivery  Timed Next Working Day (exc. Sat) DPD 24 Hour  £4.99
      Standard Next Day Delivery  Next Working Day (inc. Sat)  Yodel 24 Hour  £3.99
      Standard Delivery 3-5 Working Days Royal Mail/Yodel FREE or £1.99 on orders under £20 

       

      If you have not received your item after these times, please contact a member of our Nintendo Customer Support Team who will be happy to have a look into this for you.

       

       

       

  • Are there any restrictions on international deliveries?

     
    • We do not ship our physical products outside the United Kingdom. If you have purchased any downloadable content such as game titles, add on or downloadable content these will be sent to you via email.

       

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  • Can I add a product to my order?

     
    • We’re sorry but it is not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items.

  • Can I change the delivery address on my order?

     
    • In order to protect our customers from potential fraud, we are unable to amend address details once the order has been despatched. Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout. If you notice that there are any error in the address details we hold for you, please contact a member of our team.

  • How do I cancel my order?

     
    • You can cancel your order up to the point of the item(s) entering our warehouse process.

      You can do this by:

      • Logging into your account and finding your order in the order history section.
      • A "CANCEL" option will display if your order has not yet been dispatched. Select this to continue with your cancellation
      • You will then be asked to select a cancellation reason. This helps us to improve our services by understanding why your order is no longer required.

      PLEASE NOTE: if any of the items on your order are in stock and display the availability of “In stock usually dispatched within 24 hours” your cancellation request may not be successful.

      Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.

      If you receive an email advising the request was unsuccessful, we are unable to stop the order from being sent, however you can contact us once you receive the item to arrange a return.

  • How do I make a change to my order?

     
    • Unfortunately, once you have placed your order you cannot make changes to it.

      You would need to cancel the order (providing the order has not entered our warehouse process) and then place a new order. If the item has entered the warehouse process, please wait until you have received the item(s) and then refer to our returns policy on how to return your unwanted items.

  • How will I know when my order has been cancelled?

     
    • Once you have completed your cancellation you will receive an email to confirm the cancellation request was successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.

  • What do I do if I have ordered the wrong item?

     
    • Don't worry you can cancel the order up to the point of entering our warehouse process by accessing your order in your account.

      If you have already received your item, please read our returns policy to find out how to return the item to us.

  • Why has my order been cancelled when I can still see the product available on the website?

     
    • This is most likely to be a technical error - you will see the item updated shortly.

  • Why has my order been cancelled?

     
    • Although we aim to fulfil all orders placed, we sometimes run out of stock during busy periods. We will always send you an email to let you know that an order has been cancelled and tell you why, so please check your emails.
       

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  • How will I know when my order has been dispatched?

     
    • You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order. You can also check the status of your order by accessing your account. Once the status of your items changes to despatched it has left us and is on its way to you.

  • Where is my order?

     
    • We’re sorry to that you haven’t received your order yet. Not to worry, most of our deliveries are tracked by our delivery partners, so please follow the steps below:

      • Find the status of your order by logging into your account and viewing your order history. This will display outstanding and previous orders. Click through to view your order and you will be able to see the date your order was dispatched
      • Please check your email to see whether you have received a dispatch confirmation. This email will confirm the estimated delivery date for your order and a link to the courier website as your order has been sent on a tracked service.
      • If your order has been dispatched, please check the delivery timescales below to see when your order should arrive:

       

        Estimated delivery time  Service  Cost 
      Premium Next Day Delivery  Timed Next Working Day (exc. Sat) DPD 24 Hour  £4.99
      Standard Next Day Delivery  Next Working Day (inc. Sat)  Yodel 24 Hour  £3.99
      Standard Delivery 3-5 Working Days Royal Mail/Yodel FREE or £1.99 on orders under £20 

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  • I have received my item and it is damaged. What should I do?

     
    • We are sorry your order has been damaged; please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this within 5 days of your order arriving with you.

      Please contact our Nintendo Customer Support Team who will be happy to help you get this resolved nice and quickly.

  • There is an item missing from my order. What should I do?

     
    • Due to our extensive range of products your items may be packed in separate parcels and will sometimes be delivered at different times.

      Please check the items listed on your dispatch confirmation email. If you are missing an item that is not listed please allow longer for it to be delivered.

      If you are missing an item listed on the dispatch email, please contact our Nintendo Customer Support Team.

  • What do I do if I have received incorrect or faulty goods?

     
    • We're sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.

      Please contact our Nintendo Customer Support Team and we will be happy to arrange for those items to be returned to us.

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  • How to redeem a download code

     
    • Wii U

      1. Select Nintendo eShop application on your Wii U home screen.
      2. Select “Enter Download Code” at the top of the screen
      3. Enter the download code into the on-screen box

      Nintendo 2DS/3DS/3DS XL

      1. Select Nintendo eShop application on your Nintendo 2DS/3DS/3DS XL home screen.
      2. Select the Menu button in the top left of Nintendo eShop
      3. Scroll down and select “Settings/Other”
      4. Select “Redeem Download Code”
      5. Enter the download code into the on-screen box

      If you are experiencing problems with your download code or would like to arrange a return, please contact our customer support team on 0345 60 50 247. They will be able to assist you in relation to any queries that you may have.

  • How to top up your Nintendo eShop credit with a Nintendo eShop Card

     
    • Wii U

      1. Select Nintendo eShop application on your Wii U home screen
      2. Select the “Balance” button in the left side of the screen
      3. Select “Add funds using a Nintendo eShop Card”
      4. Enter the activation code into the on-screen box

      Nintendo 2DS/3DS/3DS XL

      1. Select Nintendo eShop application on yourNintendo 2DS/3DS/3DS XL home screen.
      2. Select the Menu button in the top left of Nintendo eShop
      3. Scroll down and select “Add Funds”
      4. Select “Add funds using a Nintendo eShop Card"
      5. Enter the activation code into the on-screen box

      If you are experiencing problems with your download code or would like to arrange a return, please contact our customer support team on 0345 60 50 247. They will be able to assist you in relation to any queries that you may have.

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  • Are my personal details safe if I create an account?

     
    • We are fully compliant with the Data Protection Act and your account and personal details are protected. You will need to log in to view or amend any of your personal details. Click here for full details of our privacy policy

  • Do you save my payment details?

     
    • Your payment details are saved to ensure you do not need to enter them again each time you order. The details are encrypted to make sure they are secure.

      Please click here to read full details of our Privacy Policy.

  • How do I change my personal details?

     
    • Log into your account and you will be able to amend your payment and address details.

  • How do I close my account?

     
  • What information do you store?

     
    • Information stored in your account will be your home address, delivery addresses, your email address and your payment details. You can access and amend your details at any time.

  • How do I ensure I receive updates regarding my order?

     
    • The emails sent by our automated system can occasionally be blocked by Hotmail, Gmail, Yahoo Mail or similar services, and redirected to the Junk mail folder of the your mailbox.

      Please see below for instructions for some of the most commonly used ISPs:

      Hotmail/MSN mail
      Sign in and click ‘Options' in the top right of your screen.
      On the left side of the page, click 'Safe and ‘blocked senders' which is under the 'Junk email' section.
      Click on 'Safe senders'.
      Add our address or domain name, and click ‘Add to list'.

      Gmail
      From your Gmail inbox, open the email you have received
      Click on the arrow next to the reply button on the top right hand corner of the email
      From the drop down menu, click on "Add sender to contacts"

      Yahoo Mail
      Click on 'Contacts' in the menu on the left of the page
      Click 'Add contacts'
      Add Name and email address
      Save contact details.

      For AOL
      To add our email address to your Address Book or Custom Sender List:

      *AOL9.0:
      Click the "Spam Controls" link (lower right area of your inbox).
      When the "Mail & Spam Controls" box appears, click "Custom sender list".
      Choose "allow email from" option
      Add the email address
      Click "Add", then "Save".

      *AOL 7 & 8:
      Go to Keyword Mail Controls.
      Select the screen name you are using to receive email.
      Click "Customize Mail Controls For This Screen Name."
      a) For AOL version 7.0: In the section for "exclusion and inclusion parameters", include the email address/domain.
      b) For AOL version 8.0: Select "Allow email from all AOL members, email addresses and domains."
      Click on "Next" until the "Save" button shows up at the bottom.
      Click "Save."

      For Outlook 2007
      To make sure you can see emails as they were intended to be seen (including images), add our email address to your address book and safe sender list. To add our email address to your address book:
      Right click on the "From Sender" email address.
      Choose "Add To Outlook Contacts".

      For Outlook 2003
      To make sure you can see emails as they were intended to be seen (including images), add our email address to your address book and safe sender list. To add our email address to your address book:
      Right click on the email subject line.
      Choose "Add Sender To Address Book".

  • How do I register?

     
    • If you are a new customer, you will need to register before you can make any purchases. Registering with us is easy. Simply click on your account the top of the page and you will be able to click on the new customer area. Enter your name, email address and a password. You can then save your delivery addresses and payment cards with us making buying even easier.

  • How do I see what I have ordered?

     
    • You can view your order history by signing into your account. The account summary page shows your outstanding orders and the products you have ordered.

  • I have forgotten my password. What should I do?

     
    • Don't worry. Just go to your account at the top of the screen and you'll see a box at the bottom of the login screen called "forgotten your password".

      Enter the email address associated with your account, click on submit and we'll email you instructions on how to reset it.

  • Why do I need to set up an account?

     
    • The your account area allows you to manage all of your orders and payments.

      We operate a strict privacy policy to ensure that your details remain safe.

      Setting up an online account will allow you to:

      • Shop online
      • Save and amend delivery addresses
      • Check the status of your order
      • Review your order history
      • Change and add new credit and debit card details
      • Contact us

  • Why do you need my email address?

     
    • For us to process your order, we need to know your name, email address, delivery address, credit/debit card number, security code (CV2) and expiry date. We will not collect any information about you unless it is specifically and knowingly provided by you.

      We will keep you up to date with the status of your order by sending you an email direct to your account.

      From time to time we may also send you information about our products, services and details of our current offer and promotions.

  • What happens if my address is wrong?

     
    • Orders delivered to an incomplete or incorrect delivery address will not be able to be investigated by our team. Please check that your address is correct before your order is despatched.

  • How do I unsubscribe?

     
    • If you wish to unsubscribe at any time, please login to your account and visit the 'Email Preferences' section. Alternatively, you can click the unsubscribe link that can be found at the bottom of all our emails.

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  • What are the Games classifications?

     
    • The PEGI system was developed and based on existing systems in Europe. In the drafting of the PEGI assessment form and the shaping of the system organisation, society representatives such as consumers, parents and religious groups have been largely involved.

      PEGI has been designed to meet varying cultural standards and attitudes across the member states and is supported by the majority of relevant Member State Government Agencies and all interactive leisure software trade organizations in Europe.

      The PEGI system is a voluntary system in which the ratings are carried out by members of the game industry itself. This takes place by means of a self-assessment form. After examining a game, the in-house coder uses an intranet to answer a number of questions, after which the rating of the game will be given automatically. For each content category an age is established, based on the answers on the assessment form.

      Ratings proposed by publishers are then checked by NICAM. All 16+ or 18+ ratings are checked before a rating is granted. All 12+ and samples of 3+ and 7+ ratings are checked after a rating has been granted. At the end of the process, products concerned are granted by NICAM, on behalf of ISFE, a license to use a specific logo and possibly descriptors as well.

      The following is the complete assessment form used in the PEGI system. This form is used by coders to determine which rating a game should be given.

      games classifs4

  • HD: What is HD?

     
    • Hi-Definition, otherwise known as HD, is the next generation of visual image quality for home entertainment. Current standard definition (SD) material uses only 576 vertical picture lines of resolution.

      Hi-Definition images are made up of from 720 to 1080 horizontal scan lines, a quantum leap in sharpness and vivid detail.

      Our new Wii U console is full HD and able to output images upto 1080p. The Nintendo Wii is a Standard Definition with a maximum video output of 576.

  • Software: What is region coding?

     
    • Region coding is to ensure game discs will only play in certain geographical locations:

      • Region 1: The US, US territories, Canada
      • Region 2: Europe, Japan, Middle East, Egypt, South Africa, Greenland
      • Region 3: Taiwan, Korea, the Philippines, Indonesia, Hong Kong
      • Region 4: Mexico, South America, Central America, Australia, New Zealand, Pacific Islands, Caribbean
      • Region 5: Russia (former USSR), Eastern Europe, India, most of Africa, North Korea, Mongolia
      • Region 6: China

  • Software: How can I be sure that a software title will play on my Nintendo console?

     
    • On the back of your Nintendo Software case, there will be information confirming the region in which the game is intended for use and other important notes.

      software2

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  • How can I tell if I have successfully submitted an order?

     
    • All successful orders will be shown in the order history section of your account and we will also send you confirmation by email. If you have not received any emails regarding your order or the order is not visible in this section then it is likely that the order has been unsuccessful.

      There are a number of reasons why an order hasn't been successful. It could be owing to the payment not being accepted or the order being placed under a different account. If you wish to double check whether an order has been placed, please contact our Nintendo Customer Support Team confirming the postcode with which you registered and we will be happy to investigate this further for you.

  • How do I amend my basket?

     
    • • Click on 'View basket' at the top of the page.
      • You will see the description, price and quantity of each item currently in your basket.
      • You can change the quantity by using the +/- buttons, or remove the item altogether by clicking 'x'.

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  • How do I search for an item?

     
    • If you know what you’re looking for then the search box is one of the quickest ways to find it. The search box is always on the top of every page, wherever you are on the website.

      You can search by product or brand name. You will then be shown products on the page that may match your query.

  • What does product availability mean?

     
    • Product availability lets you know when a product is likely to be dispatched:

      Pre-order - this item has not yet been released
      In stock dispatched within 24 hours - this item is in stock in our warehouse
      Usually dispatched within 3 days - this item is not in stock at the warehouse, but our supplier has the item in stock
      Temporarily unavailable - this item is out of stock with no availability dates at the moment
      Sold out - this item is currently not available

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  • How can I pay for my order?

     
    • We offer various payment methods for your order including:

      • Visa
      • Mastercard
      • Maestro
      • Visa Delta
      • PayPal

      We are sorry but we are unable to accept cheques or postal orders as payment for orders.

      In order to process you payment, you may be redirected to another page hosted by your card provider to verify your identity before the payment is accepted.

  • Can I have my item delivered to an alternative address when paying by PayPal?

     
    • We are only able to deliver to the address that you select whilst you are checking out on our site. Please ensure once you have logged into PayPal that you check the payment method and the post to address before clicking on "Pay Now"

  • Why can I see a PayPal payment transaction pending in my PayPal account?

     
    • When opting to pay via PayPal, you will see a notification in your PayPal account which authorises the payment to be taken when your order is ready for despatch. Until your order is despatched, payment is not debited from your PayPal account.

  • I have opted to pay using PayPal, but I have received an email advising I have a payment problem on my account

     
    • We are sorry to hear that. You will need to cancel your order and place it again as we are unable to resolve a payment issue using PayPal.

  • What is credit card pre-authorisation (pre-auth)?

     
    • A pre-auth is a transaction to check that a credit card is valid. The usual amount for a pre-auth is £0.01.

  • What is your pricing policy?

     
    • All prices shown on our website are inclusive of all applicable local taxes and duties for delivery to the UK and are correct at the time they are entered on to the system.

      We reserve the right to alter product prices on the website without notice. Whilst we make every effort to ensure that all prices on our website are accurate and up-to-date, sometimes errors do occur and the prices stated are incorrect.

      If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and provide confirmation that the order has been cancelled. If any funds have been debited from your account when we cancel the order, they will be credited back to you within 5 working days.

      Please see our Terms & Conditions for more information.

  • When is payment taken from my account?

     
    • For most products sent directly from our warehouse, you'll be charged when the order is being despatched. To make sure you get your items as soon as possible we post and charge each item as soon as they become available. If you have paid for the premium delivery, don’t worry as you will only be charged one delivery charge.

  • Why has my account been declined?

     
    • If your payment has been declined, the card details in your account may not match the details held by the bank or card provider.

      Please check the following information on your payment details:

      • Have you entered the correct expiry date?
      • Does the billing address and postcode you entered match the details held by your card provider?
      • Do you have sufficient funds available on the card?
      • Has the card you paid with expired? If so you will need to enter the details of a different card.

      If your bank has declined our request for payment then you'll need to contact them directly.

  • Will I be charged VAT?

     
    • All prices for orders placed for delivery within the UK are inclusive of VAT.

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  • How do I search for offers?

     
    • All our current offers and discount codes can be found on our home page. Please ensure you check the offer first before applying to your basket, as some offers are exclusive to a range of products. If you find an offer or discount code from any source other than our homepage we will not be able to refund you. If you forget to apply a discount code we will not be able to add this after you have placed your order.

  • How do I use a discount code?

     
    • Using a discount code is easy:

      Add the item(s) to your basket.

      • Once you have finished shopping view the basket and enter your discount code in the box marked Got a discount code? Enter it here
      • Hit “Add” to apply the discount to your order

      Please note that you can only use one discount code per order and you are not able to use them in conjunction with any other offers.

      If you are having trouble redeeming your promotional or unique discount code, please log into your account and send us an email or call us straight away as discount codes have expiry dates. We will not be able to refund you the discount amount if the code was not applied to your basket or an attempt made to contact us.

  • I have forgotten to use my discount code, can I still receive the discount?

     
    • Unfortunately, once your order has been submitted we are unable to add discount codes or offers retrospectively.

  • Why is my discount code not working?

     
    • The discount code you have entered may have expired, or it may be before the promotion is due to start. Please refer to the terms and conditions of the offer for more details.

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  • Can I return a product if I no longer want it?

     
    • You can return any unwanted products within 14 days provided they are unopened and in perfect condition. Please contact our Nintendo Customer Support Team who will be able to arrange this for you.

      Please Note: That you will be responsible for the costs of returning the items to us unless we delivered the item to you in error. We would also recommend for you to use a tracked delivery service when returning your unwanted items to us as we will.

  • How do I return an item?

     
    • In order to arrange a return, please contact us and inform our Nintendo Customer Support Team of your order number, the item you are returning and the reason for the return and a member of our team will be happy to walk you through the next steps.

      Our returns policy is valid for 14 days from receipt of goods.

  • What happens once my item is returned?

     
    • Every item returned to our returns centre is tested.

      Any items found not to be faulty by our independent test centre will be returned to you and you will be liable for the postage. Costs of posting the return back to you will depend on the item and will be communicated with you after the testing process.

  • What is your returns policy?

     
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  • When will I receive my refund?

     
    • Once we have received your item at our warehouse we will process your return within 48 hours. You should expect to see your refund in your account within 5 working days once you have received your refund update email, please note some banks may take longer than 5 working days to process refund payment.

      If you have not received your refund and it has been 10 working days since receiving your refund update email, please contact our Nintendo Customer Support Team who will be happy to investigate further.

      Refunds for any orders paid for using PayPal will be refunded within 7 working days.

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  • Access to information

     
    • You have the right to ask what personal data is held by us about you. We may charge a fee for this which will not exceed £10.00. You may exercise your above right by means of a request in writing to us at:

      Nintendo Customer Support
      PO Box 952
      Portsmouth
      PO6 9DY

  • What are cookies?

     
    • This site, like many others, uses small files called cookies to help customise your experience. Find out more about cookies and how to control them by viewing our Cookie Policy.

  • What is your privacy policy?

     
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  • Why am I having problems accessing the checkout?

     
    • When this happens you will need to check that you have the correct SSL settings. To do this in Internet Explorer on Windows click on the tools menu from your web browser, select Internet options, and then go to the button called advanced. From the details you are shown please ensure that all the SSL options are ticked.

  • Why can’t I change the quantities in my basket?

     
    • If you're having problems adding or subtracting items from your basket we would advise you hit the + or - button or hit the x button. This will then remove each item individually.

      If this does not work, we would advise that you delete your temporary internet files. To do this in Internet Explorer on Windows simply select the tools option from your web browser. Then select internet options, click the button 'Delete Files' and press 'OK'. Also click on 'Settings' button next to the 'Delete Files' button and make sure 'Every visit to the page' is selected.

  • Why can’t I sign into my account?

     
    • If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on your account.

      If you are still having problems please contact our Nintendo Customer Support Team and we will be happy to help.

  • Why can’t I add a new payment card?

     
    • Please ensure you are logged into your account and the details you are entering are correct. If you are still unable to add a new card please try clearing your cookies via your internet options and try again. If you are still having problems please contact our Nintendo Customer Support Team and we will be happy to help.

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