Frequently Asked Questions

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

My Account

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

My Orders

When will you process my order?How can I pay for my order? What is a Pre-Order? When can I expect my Pre-Order? What does the ‘Email me’ button do? What does the ‘Sold Out Online’ mean? What does ‘Available to Order’ mean? What is ‘Last Chance to Buy’? What is 'Print on Demand'? What is 'Made to Order'? What is 'Available While Stocks Last'? What is 'Special Order Item'? What is 'Official Licensed Product'?

Deliveries

What items count towards free delivery? When can I expect my order? My order contains products that are available at different times; when will I receive my order? I’m sending a gift; do you include invoices or prices in the order? Can I use Fast and Fastest delivery with Overseas Armed Forces addresses or PO Box Addresses?My order has not arrived yet, how do you handle missing orders?

Mispack/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 my order? Can I return an order / item?

Virtual Vouchers

How do I redeem my Virtual Voucher

Products

Why are some items restricted?

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?

Can’t find the answers you are looking for?
Don’t hesitate to contact our Customer Services team.

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 Online’ mean?

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 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.

Available to Order

You won't find these products in store, but they are available here, or can be ordered in all Games Workshop and Warhammer stores, and through independent retailers.
These products can be found in the 'Available to Order' section

Last Chance to Buy

When a product is leaving the 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.
These products can be found in the 'Last Chance to Buy' section.

Sometimes products are available to order for a limited period and will be printed for you. They can take longer to dispatch, please see the product page for details. You will receive a dispatch email when the order is sent, so you know it is on the way.
These products can be found in the 'Print on Demand' section.

Made to Order

Sometimes products are available to order for a limited period and will be made for you. They can take longer to dispatch, please see the product page for details. You will receive a dispatch email when the order is sent, so you know it is on the way.
These products can be found in the 'Made to Order' section.

Available While Stocks Last

These products have a limited availability, once they are gone they will not be coming back. Place your order now to make sure you don't miss out.

Special Order Item

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.

Official Licensed Product

Inspired by the worlds of Warhammer, these are made by our specially selected partners. Find out more about our official licenced productsproducts here.

How can I pay for my order?

Payment can be made by:

  • Visa and MasterCard
  • PayPal
  • Games Workshop Virtual vouchers

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

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.

My order contains products that are available at different times; when will I receive my order?

If your order contains available products and any or all of the following:

Made To Order products,
Print On Demand titles,
Products that will be available to ship after 7 days or more of you placing the order,

At checkout, you can choose to have them sent separately as soon as they become available.

All parts of the order will be shipped to the same destination and the shipping charges are based on the type of delivery you choose at checkout.

How do you handle miscasts or damaged parts?

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 order number for your purchase.
  • 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.

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

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.

My order has not arrived yet, how do you handle missing orders?

Whilst we will take reasonable steps to ensure that your order is dispatched and delivered on time, for Standard delivery please allow up to 10 working days from the date of dispatch for your order to arrive.

If the order is still missing, please do not hesitate to contact us with the information below and we will sort it out for you immediately:

  • The order number for your purchase.
  • A description of the problem.
  • Confirmation of your shipping address, email address and contact telephone number.

How do I redeem my Virtual Voucher?

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 +44 115 91 40000 or email them on uk.custserv@gwplc.com

When will I receive the first issue of my subscription?

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).

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

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 5 working days of the publication date.

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.

Can I use Fast and Fastest delivery with Overseas Armed Forces or PO Box Addresses?

Sorry, Fast and Fastest cannot be used if orders are being sent to Overseas Armed Forces or PO Box Addresses.

 

What items count towards free delivery?

When calculating whether or not you qualify for free delivery, our system only counts products that will be physically delivered to you - such as miniatures, books and Hobby supplies. Subscriptions, Games Workshop Digital Editions and Virtual Gift Vouchers don’t count towards your free shipping threshold.