Frequently Asked Questions

The information below answers the questions we're asked most often. If you still need some help with your order, just call or email our Customers Services team.

If you are contacting us by email, we aim to respond within 24 hours, however, in busier periods it may take a little longer. For any urgent queries, please give us a call and we'll be able to help you straight away.

My Account

Why am I having trouble logging in? What do I do if I’ve forgotten my password?

My Orders

What is a Pre-Order? When will you process my order? What does the ‘Email me’ button do? What does the ‘Sold out’ mean? What does ‘Webstore Exclusive’ mean? What is ‘Last Chance to Buy’? What is 'Made to Order'?

Deliveries

What items count towards free delivery? When can I expect my order? My order includes available products and pre-orders, will this effect when I will receive my order? I’m sending a gift; do you include invoices or prices in the order? Can I use Fast delivery or Fastest delivery with Overseas Armed Forces addresses or PO Box Addresses?

Returns

How do I cancel my order? Can I return an order / item?

Virtual Gift Vouchers

How do I redeem my Virtual Gift Voucher

Products

Why are some items restricted?

Can’t find the answers you are looking for?
Don’t hesitate to contact our Customer Services team on +44 115 91 40000.

Why am I having trouble logging in?

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.

What do I do if I’ve forgotten my password?

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

What does the ‘Email me’ button do?

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.

What does the ‘Sold out’ mean?

When you see a product image greyed out with the Sold Out banner across it, that means the product won't be coming back into the webstore. The Add to Cart button is removed and the product's availability changes to ‘no longer available’.

What does ‘Webstore Exclusive’ mean?

Products marked as Webstore Exclusive are only available to order from www.games-workshop.com. This means you can order direct from the webstore, or using the Order Points in all Games Workshop and Warhammer stores.

What is ‘Last Chance to Buy’?

When we are down to the last few of a product and we know we won't be getting any more in the store we will move it to the Last Chance to Buy section. Just be aware that some very fast selling products, especially Limited Edition books, might sell out before we get chance to move them into Last Chance to Buy.

What is 'Made to Order'?

Sometimes products we haven't made for a while become available to order for 1 week only. These products can be found in the 'Made to Order' section. As we don't start making Made to Order products until they have been taken off sale it can take up to 35 days to dispatch. You will receive a dispatch email when they leave, so you know they are on the way.

I'm sending a gift; do you include invoices or prices in the order?

During checkout you have the option to mark your order as a gift and include a personal message. All orders marked as gifts will include a special gift invoice that contains your personal message and the order’s contents with no price information.

When can I expect my order?

My order is being delivered to a Games Workshop store

When you select this delivery option your items are added to your chosen stores next delivery. Delivery days vary, so please contact your store to confirm when your order will be available for collection. Click here to search for your store.

My order is being sent by Standard Delivery

Your order will be shipped from our warehouse within 24 hours and delivered within 3-7 working days. Order by 12:00pm and your order will leave our warehouse the very same day!

My order is being sent by Fast Delivery

Your order will be shipped from our warehouse within 24 hours (same-day if we receive your order before 12:00pm) and delivered by courier within 3 working days. Your parcel’s tracking number can be viewed in the My Account section. Please note: deliveries to certain remote locations may take 1 extra day.

My order is being sent by Fastest Delivery

If you order before 12pm a courier will deliver your order on the next working day! Order after 12pm and your delivery will arrive 1-2 days later. Your parcel’s tracking number can be viewed in the My Account section of the webstore. Please note: deliveries to certain remote locations may take 1 extra day.

My order includes Pre-Order items; will this affect when I will receive my order?

When in stock, we usually ship all products within 24 hours of receiving the order. However this is not the case for pre-order products, which we usually ship to be received on or just after their official launch date.

For Example:

Amy placed an order for 1 Space Marine Commander costing £14, and a pre-order for 1 Imperial Knight costing £85. The Space Marine Commander would be delivered for free along with her Imperial Knight after the day that the Imperial Knight is released.

If Amy decided not to split her order, the Space Marine Commander would be delivered for free along with her Imperial Knight after the day that the Imperial Knight is released.

When can I expect my Pre-Order?

My Pre-Order is being delivered to a Games Workshop store.

Pre-orders placed before 12am Sunday night on a pre-order weekend are guaranteed to be available to collect from your nominated store on the Saturday the product is officially launched. This is almost always the following Saturday.

All orders placed after the pre-order weekend will be available to collect the week after the product is launched. Please contact your local store to confirm their delivery day.

Note: Please contact your local store or check your store's Facebook page to confirm hours of business.

My pre-order is being delivered to my home

As most postal services don’t deliver at the weekend, we ship pre-ordered products for arrival from the Monday after the launch weekend; depending on what delivery method you’ve chosen.

Still confused?

Here is an example of how it all works:

The launch day of Codex: Eldar was Saturday October 17th. That meant the pre-orders were available one week earlier from 10am (UK time) on Saturday October 10th.

Rob pre-ordered his miniatures on Sunday October 11th, and wanted them to be delivered his local Games Workshop store. They were there ready for him to pick up on October 17th, the launch day, and he was one happy hobbyist.

Rebecca pre-ordered her miniatures on Saturday October 10th, but she chose for them to be sent to her home address with Standard Delivery. That meant she got her miniatures on Wednesday October 21st (this could vary by a day or two, because the world is a very big place…)

Josh pre-ordered his miniatures on October 10th, chose for them to be delivered to his home via Fast Delivery, and they got to him on Monday October 19th.

Our examples assume you're ordering from the UK - you might not be (there's a lot of you out there!); please have a look here for accurate shipping times worldwide.

How do I redeem my Virtual Gift Voucher?

Redeeming a Virtual Gift 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 Gift 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 +44 115 91 40000 or email them on uk.custserv@gwplc.com

Why are some items restricted?

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, (i.e. over the age of 16 in some territories, 18 in others).

Some of our products are restricted by the amount you can buy at any one time, so you can only buy 2 of these products in any single order. You also need to buy these items with other non restricted products, such as our great miniatures or pots of paint.

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 if 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 Games Workshop store.