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. All information will be processed in accordance with our Privacy Notice.

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 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? 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?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 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 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, and we have enough stock available, we may move it to the Last Chance to Buy section to let you know it will soon be gone. It is not always possible for us to do so. Products that leave the range may sometimes return in future.
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 Warhamer, these are made by our specially selected partners. Find out more about our official licenced productsproducts here.

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 store

When you select this delivery option, your items are added to your chosen stores next delivery. Delivery days vary, so please click here to search for your store and see an expected delivery time for your order.
Please note, pre-orders will be available to collect on or after their launch date.

My order is being sent by Standard Delivery

Orders placed by 1pm leave the same day and should arrive within 3-5 working days. Orders placed after this time or to certain remote locations will take longer. Please note, this service is not tracked.

My order is being sent by Fast Delivery

Orders placed by 1pm leave the same day for delivery within 3 working days. Orders placed after this time or to certain remote locations will take 1 day longer.
We will send you the tracking number in a separate email so that you can follow the progress of your order. This can also be viewed in the "My Account" section of the webstore.

My order is being sent by Fastest Delivery

Orders placed by 1pm leave the same day for delivery within 1-2 working days. Orders placed after this time or to certain remote locations will take 1 day longer.
We will send you the tracking number in a separate email so that you can follow the progress of your order. This can also be viewed in the "My Account" section of the webstore.

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.

My order is being delivered to a Games Workshop or Warhammer store

Products that are currently available will be sent with your store's next delivery and the rest will follow as soon as they become available.

Delivery days vary, so please click here to search for your store and see an expected delivery time for the first part of your order.

The cost of delivery to store is always FREE.

My order is being delivered to my home

Products that are currently available will be sent within 24 hours of you placing the order and the rest will be sent as soon as they become available.

You will need to choose a delivery method for each part of the order.

The cost of delivery to home is based on the total value of every part of the order and also the type of the chosen delivery method.

Please click here for more information about delivery costs and times.

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 kr 140, and a pre-order for 1 Imperial Knight costing kr 850. 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 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 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.
  • 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 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.