My Account

• Why am I having trouble logging in?

• What do I do if I've forgotten my password?

My Orders/Products

• How can I pay for my order?

• What does "Online Only" mean?

• What is a Pre-Order?

• What does "Temporarily Out of Stock" mean?

• What does the "Email me" button do?

• What does the "Sold Out Online" mean?

• What is "Last Chance to Buy?"

• What are "Print on Demand" Products?

• What are "Made to Order" Products?

• What are "Available While Stocks Last" Products?

• What are "Special Order Item" Products?

• What does "Official Licensed Product" Mean?

• Why are some items restricted?

• What does "Warhammer+ exclusive" mean?

• What does "Expert Kit" mean?

• What does "Selling Fast" mean?

• What does "New Releases" mean?

Mispacks and Damages

• How do you handle miscasts or damaged parts?

• How do you handle incorrect or missing items/parts from my order?

Returns

• How do I cancel an order?

• Product Lifetime Guarantee

• Can I return an order or item?

Virtual Vouchers

• How do I redeem my Virtual Voucher?

White Dwarf Subscription

• When will I receive the first issue of my subscription?

• Will I receive my copy of White Dwarf before the publication date?

I've had an account for years, but now my email address and password aren't recognised. Why?

On the 10th of April 2014 we launched a brand new webstore. Our old webstore was closed and all personal customer data such as account details and purchase history were permanently and securely deleted.

Creating a new account is faster than ever, and you can even use the same email address and password as before if you like. Register here or at the end of checkout.

If you're experiencing issues signing into your 'My Warhammer' account please checkout as a guest.

No problem, click here and enter your email address and our servitors will issue you with a replacement.

Payment can be made by:

• Visa and MasterCard

• PayPal

• Games Workshop Virtual vouchers

All prices are in Pounds Sterling and we will display the total of your order before you confirm it.

We will take care of any additional European Union import duties and taxes that may be applied to your order. Please note, this excludes Overseas Armed Forces addresses or PO Box addresses.

You won't find these products in-store, but they are available on the Warhammer webstore, or they can be ordered in all Warhammer stores or through independent retailers. These products can be found by checking the ‘Available to Order’ box in the "New & Exclusive" section, but you can also identify them by the grey Available to Order badge.

*Please note that Online Only* products may also be made available in-store (but are not guaranteed to be available) in the following physical locations: Warhammer World, Warhammer Store- Edinburgh, Warhammer Store- Tottenham Court Road, Warhammer Store & Cafe - Tokyo, Warhammer Store & Cafe - Los Angeles, Warhammer Store & Cafe - Grapevine TX.

New products are available to pre-order on our webstore almost every Saturday. Pre-orders will usually dispatch after the official launch day.

Occasionally, certain new products will have a different pre-order period so we recommend subscribing to our newsletter to ensure you’re always up to date.

Please note: We will endeavour to get all pre-orders dispatched to you as soon as possible after launch day, but deliveries may be disrupted for a number of reasons, including due to local conditions and policies which apply in your region.

Don't live near a Warhammer Store? That’s absolutely fine – when you place your pre-orders, you can choose to have the latest releases whizzed straight to whatever address you’d like, after the launch date, as with any standard order.

Special Edition Alert: sometimes we will have limited and special editions on sale. These products are usually available in very small quantities and are often exclusive to warhammer.com - in most cases they sell out during the pre-order week!

These are products that are not currently available to order through the Warhammer webstore. These products may become available to order again if and when stock becomes available.

Whenever one of our products is out of stock we replace the “Add to Cart” button with “Email me” – click it to receive an email alert when the item is back in stock.

When you see a product image greyed out with the ‘Sold Out Online’ banner across it, that means the product won't be coming back into the Warhammer webstore. The ‘Add to Cart’ button is removed and the product's availability changes to ‘No longer available online’. However, the product may still be available in store, therefore we advise you to contact the store and check. Search for your local store here. We also reserve the right to return products in the future, either to general stock or on a made to order basis.

When a product is leaving the current range, we may move it to the ‘Last Chance to Buy’ section to let you know it will be gone soon, although this might not always be possible. Please note, we reserve the right to return products in the future, either to general stock or on a made to order basis. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.

Sometimes products are available to order for a limited period and will be printed for you. They can take longer to dispatch, so please see the product page for details. You will receive a dispatch email when the order is sent so that you know it is on the way. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.

Sometimes products are available to order for a limited period of time only and will be made especially for you. They can take longer to dispatch, so please see the product page for details. You will receive a dispatch email when the order is sent so that you know it is on the way. Our ‘Made to Order’ products are produced over an extended timeframe, specified on the item’s product page at the time of ordering. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.

These products have a limited availability, where we expect demand to exceed available stocks. Place your order now to make sure you don't miss out. Trade discount can be applied if products contain this badge as long as the product doesn't also have one of the following badges or tags also applied: Special Order Item, Officially Licensed Products, Ships from UK, Expert Kit, Made to Order, Print on Demand, Warhammer+ exclusive.

These are different from other products, they may be limited or special editions or unique in another way. Please see the product page for more details. Trade discount cannot be applied to products that contain this tag.

Inspired by the worlds of Warhammer, these products are made by our specially selected partners. Find out more about our official licensed products here. Trade discount cannot be applied to products that contain this badge.

When shopping with us, you may notice that we have placed age and quantity restrictions on some of our products such as glues and sprays. This is to safeguard our younger customers and comply with various laws and regulations around the world.

When you add any of these items to your shopping cart you will be alerted by a message informing you that the product is age and/or quantity restricted.

For age restricted items, by adding the product to your basket and completing your purchase, you confirm that you are of the required age to purchase this product (e.g. over the age of 16 or 18 years old, depending where you live).

For quantity restricted items, you may only purchase a maximum of two of these products in any single order. You also need to ensure that you have at least one other non-restricted product in your basket at the time of purchase, such as one of our great miniatures or pots of paint.

Please note that not all delivery methods will be available to select during the checkout process where you are purchasing restricted items. There are also restrictions as to which countries we can ship to. Any such delivery restrictions will be notified to you and confirmed throughout the checkout process. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.

We take our responsibilities as a global retailer very seriously.

For example, a hobby knife is a very useful tool when building miniatures. However, because we cannot guarantee a person of the legal age to buy this product when orders are placed online, we have taken the decision not to sell them through our webstore. You can however, always purchase hobby knives from your local Warhammer store.

These products are only available to Warhammer+ subscribers. Please see Warhammer+ for more details. Trade discount cannot be applied to products that contain this tag.

These are collectible items where construction should only be undertaken by skilled hobbyists aged 15 years and over. Trade discount cannot be applied to products that contain this tag.

These are products that are expected to sell out quickly and may not come back into stock for some time or at all. Place your order now to make sure you don't miss out.

These are new products which have only recently become available to purchase online.

Some products ship directly from our warehouse in the UK. These products will be marked on the webstore with the Ships from UK tag.

Any orders containing Ships from UK products are not eligible for free shipping to store.

If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact us page.

For issues regarding the quality of your products, please send us an email with the following information and we will be more than happy to help:

• The proof of purchase, e.g your order number.

• Some photographs and a description to explain the issues with your product(s).

• The product batch code. 

• Confirmation of your shipping address, email address and contact telephone number.

For issues regarding wrong or missing items from your order, please don't hesitate to send us an email with the following information:

• The order number for your purchase.

• A description of the problem.

• Some photographs if you received the wrong item

• Confirmation of your shipping address, email address and contact telephone number.

If your order has not dispatched yet, please contact us as soon as possible, quoting your order number, and we'll try to cancel it. If we can cancel your order a full refund will be processed within 3 working days of your notice being received.

If your order has already dispatched, we will provide you with a returns address and a full refund will be processed within 3 working days of your order having been returned and received by us in a resalable condition.

You may also choose to exchange the goods for Games Workshop Virtual Gift Vouchers of the same value.

Please click here for full terms and conditions

Our Promise

If your miniature is faulty or missing components when you open it we will replace the miniature or component where practical.

Additionally, if you want to exchange a current range miniature that you bought directly from us (online or in store) and have proof of purchase, we’ll exchange it.

Our promise is above and beyond your statutory rights, which are unaffected. See below for details and conditions.

Exchange or Replacement

If you have purchased a product from us and it is faulty or is missing parts when you open it, we will exchange or replace the part. We’ll need your proof of purchase and proof of defect must be provided on request.

We will then confirm if you are entitled to a refund or replacement. Please contact Customer Services at uk.custserv@gwplc.com about faulty products. We’ll refund you any reasonable shipping costs of returning the item. If in doubt, contact us to check your shipping method will be covered.

Please click here to read our full returns policy in our Terms and Conditions.

Returns

If for any reason at all, you're not satisfied with a purchase from us, you can return it to us for a refund, or exchange it for something else.

Within 14 days of receiving the product - All we ask is the product still be in saleable condition and that you have your proof of purchase.

Over 14 days after receiving the product - Product must still be in saleable condition, must still be part of the current range and you need your proof of purchase.

Just contact our Customer Service team at uk.custserv@gwplc.com with your order number, they will take care of this for you as quickly and simply as possible. A full refund will be processed within 3 working days of your purchase having been returned and received by us in a resalable condition. We’ll refund you any reasonable shipping costs of returning the item. If in doubt, contact us to check your shipping method will be covered. You can alternatively return the products to a GW store instead of shipping them back to us.

You also have the choice to exchange the goods for Warhammer Virtual Gift Vouchers of the same value.

Some products are excluded from our returns, cancellations and exchange offer – see the FAQ below and our Terms and conditions for the full returns policy. This returns policy is for end customers only, trade accounts are referred to GW trade terms for returns.

Returns FAQ

How long do you have to claim?

We strongly recommend that you open and check you are happy with your products as soon as they arrive, however we do accept returns over 14 days after purchase in the following situations:

• For faulty products, if you provide proof of purchase and proof of defect on request;

• For non-faulty products if the product is part of the current range, in saleable condition and you provide proof of purchase.

What is the “current range”?

On sale on warhammer.com at the point you return it

What is “saleable condition”?

• Packaging in very good condition

• All components included and still on the sprue

• Cellophane is not required, so no problem if that has been removed

Which products are excluded?

The following types of products are excluded from our offer for returns and cancellations unless they are faulty:

• Digital products

• Made to Order, Print on Demand or other tailored products

• Limited edition products bought in person at a GW Warhammer Store or GW Event, including event only, store exclusive, limited edition, special edition, or equivalent products.

What counts as a purchase from GW?

A purchase “from us” is a purchase direct from a GW Warhammer store or from warhammer.com (or legacy orders from games-workshop.com or forgeworld.com). Our Promise, and our Returns Policy do not apply to purchases from elsewhere. If you purchased from elsewhere, you will need to approach the seller to resolve your returns, cancellations or exchanges in line with their own policies.

Redeeming a Virtual Voucher couldn’t be easier. Here is a step-by-step guide to help you along.

1. Sign into your games-workshop account, if you don’t have an account don’t worry, creating one is not only free, but its really quick and easy - register here.

2. Click on the My Account header at the top of the webpage.

3. Select “My Virtual Vouchers” from the options on the left hand side.

4. Enter your voucher code in the box provided and click the “Add to Account” button.

5. The value of your voucher will then be added to your ‘current available voucher balance’.

6. You can now place your order and during checkout you will be given the option to pay using the funds in your "current available voucher balance".

If you experience any problems please don’t hesitate to contact our Customer Services team on 0115 91 40000 or email them on uk.custserv@gwplc.com

Subscribe on or before the 10th of the month to receive the following month's issue of White Dwarf as the first copy of your subscription (e.g. subscribe on or before the 10th of March and your first copy will be the April's edition). Ordered subscriptions after this date will begin with the following edition (e.g. subscribe after the 10th of March and your first copy will be the May's edition).

We endeavour to get White Dwarf to all subscribers on or before publication date, but the world's a big place and we cannot guarantee this. However, your copy should be with you within 3 working days of the publication date.