Frequently Asked Questions

This page is a new feature and is a work in progress, we will add more questions & answers as they crop up ๐Ÿ™‚

Why haven’t I received an order confirmation?

More often than not, if you’ve not seen an order confirmation it’s because it’s gone into your Spam/Junk email folder.

If it’s not there, please get in touch with any queries ๐Ÿ™‚

Will my order be well packed?

We pride ourselves on our packaging!

Over the years we have learned to package very well, usually with void fill between your game(s) and the outer packing box.

We do reuse packaging where we can (recycling is a good thing!), but we always make sure your games arrive in pristine condition no matter how rough the postal services treat them.

(We believe we could count on our fingers how many damaged deliveries we’ve had reported in the past 5 years!)

Does ‘in stock’ mean it’s actually in stock?

Yes!

This may seem like a silly question, but it isn’t – some stores list items they’re expecting to arrive within a few days as being in stock in order to get your custom first. (Have you ever ordered an ‘in stock’ item and then wondered why it took them days to dispatch it?)

We do not do this – if the website says it’s in stock then we physically have the game in our shop. Our shop till runs from our website, so our stock levels are real-time.

(Obviously mistakes do happen and we may have a stock error due to thieves or perhaps a customer buys an item in store just before you checked out, but this is VERY rare and unlikely)

Which postal services do you use?

The vast majority of UK orders are sent by Royal Mail Tracked 48 – upgraded services are available when you checkout at a small extra cost

Some heavier items are sent by DPD (Monday to Friday)

Heavier items going to addresses that are not part of the mainland UK tend to go by Hermes.

Where do you deliver to?

At the moment we only deliver within the UK

Your billing address can be outside of the UK, but the shipping address has to be in the UK (so if you’re in Ireland and using Parcel Monkey in Northern Ireland we can still deliver to you)

We may resume international shipping once the Brexit transition is over and we can assess the costs.

Why isn’t my Friends of the Hut credit on my account yet?

At the moment,ย  we have to manually adjust your account funds for your Friends of the Hut monthly payments.

During waking hours, we normally get them added for you within 30 minutes of your payment going through. If you ordered during the night, then you can expect them to by done by 10am.

(We are hopeful that the developers ofย  the plugin we use will soon update it so that we can make it automated)

Are pre-orders guaranteed?

We do everything we can to ensure you receive your pre-order on it’s release date, and the vast majority of pre-orders are supplied on time.

We only offer pre-orders for products which we have already pre-ordered with distributors. We also order extra copies to reduce the risk of shortages and give us some to left over to sell on release.

However, occasionally, on super popular titles one distributor does sometimes find themselves unable to fill all of their pre-orders. That in turn means sometimes we are short-supplied. When this happens we ship our available copies starting with the earliest preorders first.

We then email anybody who we were unable to supply and give them the option of waiting for a restock or cancelling and getting a full refund.

Why can’t I select shipping for glue and spray cans?

Unfortunately these products have very strict training & labelling requirements and even then, only with certain carriers. This means that currently we cannot post solvents or aerosols.

Do you take payment when I preorder?

Yes, we do. Because we only offer games for pre-order that we have pre-ordered ourselves, we cannot risk receiving lots of ‘free’ pre-orders and then having them cancel leaving us with excess stock.

However, you can still cancel and request a refund at any point up until a preorder ships ๐Ÿ™‚

Is the release date confirmed for my preorder?

Unfortunately board game release dates are prone to slipping, so all release dates are estimates.

Our estimates are based on a combination of information from the distributor, publisher and our own experience. We tend to err on the side of caution (if a game is expected in Q3 that could mean July, August or September and we’ll list as the end of September)