FAQs

What delivery options are available?

We offer both Royal Mail 48-hour post, and Royal Mail 24-hour post.

Guest

  • Royal Mail 48 (2-3 business days) - £3.99
  • Royal Mail 24 (next business day) - £5.99

Hub Member

  • Royal Mail 48 (2-3 business days) - FREE
  • Royal Mail 24 (next business day) - £3.99

For more details on our delivery, click here

Where do you deliver to?

We deliver to all postcodes in the UK, including the Scottish Highlands and Islands*, Isle of Man, Isle of Wight and BFPO located in Mainland UK.

*Next day delivery is not available to Scottish Highlands and addresses outside Mainland UK. Standard delivery may also take a little longer to these locations.

We do not currently deliver outside of the UK, but some of our items are available to buy from our Amazon USA store. Items that are available from Amazon USA will have an Amazon buy button on their page. By clicking the button, you will leave our site and be taken to our listing on Amazon.com.

Which courier service do you use?

The majority of our orders are shipped with Royal Mail. We may use other couriers during busier periods, but shipping costs will remain the same.

When can I expect delivery?

All orders placed before 2pm Monday-Friday are shipped the same day*. Orders placed after 2pm are shipped the next business day. If you have chosen next day delivery, your item should arrive the next business day. All other orders should arrive within 3 business days.

*Excluding bank holidays

How do I track my order?

You should receive an email once your order has been despatched. If your order has been dispatched using a tracked service, your email will include a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

My parcel is showing as delivered, but I haven’t received it.

If our courier was unable to deliver to your address, they may have delivered the order to one of your neighbours or left your order in a safe place. A calling card will be left at your property and your tracking will be updated to advise the location of your order.

I have received the wrong item.

If you think that you have received the wrong item, please Contact Us.

How do I pay for my order online?

We use Global Payments to process our online payments, and we accept Visa, Mastercard, American Express, Maestro, and PayPal payments.

Do I need to set up an account?

No – you can check out as a guest, however creating an account will give you access to exclusive benefits including:

  • Free standard delivery on all orders
  • Extra content
  • Free spare parts
  • Exclusive offers
  • First to know about new games
  • View order history
  • Create a wish list

How do I create an account?

You can create an account by clicking the My Account icon at the top right of your screen (within the menu on mobile) and entering your details. By creating an account, you can access the following:

  • Your order status
  • Your order history
  • Manage your addresses

How can I check if an item is in stock?

All products that are in stock and available for purchase will have an ADD TO CART button. If the item is unavailable, you will see an OUT OF STOCK button instead. This will update when a product becomes available again.

What is the best way to contact customer service?

Customer Service opening hours:

Monday - Friday: 8.30am – 4.30pm

Email/Contact Form

The best way to get in touch with our Customer Service team is to fill in our Contact Us form or email hello@gingerfox.co.uk. Our Customer Service team will investigate your query and be in touch as promptly as possible. We endeavour to respond within 2 business days, however there may be delays during busier periods.

Phone

You can also reach our Customer Service team by phone on 01242 513 424 during office hours.

Social Media

Alternatively, tweet us at @GingerFox_UK

Send us a message on Facebook @GingerFoxUK

DM us on Instagram @gingerfoxuk

Post

You can also send us a letter to:

Ginger Fox Customer Service Team Unit B4 Kingsditch Trade Centre Upperfield Road Cheltenham Gloucestershire GL51 9PA

I have contacted you, but not yet received a response. What should I do?

We endeavour to respond within 2 business days, however there may be delays during busier periods. If you have not received a response from our team, and it’s been longer than 5 working days, please try to call us on 01242 513 424 and we will resolve your issue as quickly as we can.

Can I sign up to receive updates and news from Ginger Fox?

Yes. You can sign up to our newsletter to receive all the latest info on Ginger Fox. Simply click here to sign up.

How do I unsubscribe from the Ginger Fox newsletter?

Every email contains an unsubscribe link. If you wish to remove yourself from our mailing list, simple click the link and follow the instructions. Alternatively, if you have an account with us, you can login and change your preferences within your account.

I have an idea for a game, how can I contact you about this?

To talk with us about an idea you have for a game, please use the Contact Us form and choose I HAVE A GAME IDEA from the drop-down list and one of our team will be in touch. Please do not include any specifics about your game in the contact form.

Last Updated: 13/09/2021 17:41