Frequently Asked Questions

10 reasons to choose The Outpost

1. Independent friendly local gaming store!
2. Great discount on products!
3. Free UK shipping on orders of £50 or more!
4. Tracked UK delivery as standard!
5. Same day dispatch on in-stock orders (before 2.30pm)!
6. Live stock levels and stock allocated to your orders for peace of mind!
7. Excellent customer service by phone, email or in person!
8. Honest advice when you have a decision to make!
9. Thousands of products stocked from the best manufacturers!
10. Great gaming facilities and weekly events!

So why compromise? Choose The Outpost for a great experience every time.

What are OutPoints and how do I use them or redeem them?

OutPoints form part of The Outpost loyalty scheme, as long as you are signed in when you make a purchase they will be awarded. Full detials can be found here.

What discount do you offer?
This varies from range to range but our typical discount is 20%. You can see the Recommended Retail Price (RRP) of an item with our price next to it. We never hyper-inflate the RRP but if you spot a price that seems wrong, please get in touch!

Is it in Stock?
We stock thousands of items from the most popular ranges in the industry. Due to popularity we do find some items don’t stay in stock for very long. For this reason we allow back-ordering and pre-orders on most products and ranges.

Stock levels are live and displayed on products. For items we don’t currently have in stock at the time of your order we offer the ability to “back-order”. This allows almost any item to be ordered regardless of stock levels and we will order it in especially for your order. Items ordered in this way typically take 4-14 days to arrive depending on the item. If you’re unsure or would like us to check before completing your order please get in touch.

Once you complete your order the in stock items are allocated to the order.

This is especially important because it ensures you’re only waiting for the items you expect to be waiting for. In a sentence; you have bought it, it is now yours and won’t be sold to anyone else.

What if I order in stock and pre-order/back-order products together?
We allocate the items to your order specifically that are in stock when the purchase is complete. Any items which need ordering in are done as soon as possible.

Unfortunately we are unable to split orders. We strongly recommend ordering pre-order or back-order items separately from in stock items to avoid delays.

Can I split my order?

In order to provide the most efficient service possible we do not split orders. If you are awaiting items for your order it will be held until all items are in stock. If you wish to cancel part of the order please email us at custserv@the-outpost.co.uk with your order number and request.

Can I add something to my order?
Unfortunately we aren’t able to add to orders. If you have missed something of your order the only solutions available currently are to refund the order to a voucher (instant) or to your original payment method (time varies) and place it as a new order.

Can I swap something on my order?

We aren’t able to swap items on an order, we can only cancel items. As with above we would have to cancel the order to a new order can be placed.

I made a pre-order, when will it arrive?
On any pre-order item you will see a date, this is the date we expect it be delivered to you. We will never ship products to arrive ahead of a global release date as this is against the terms of trade we have with manufacturers and suppliers. Some products unfortunately may take a little longer and will usually be with you shortly after the release date.

Please note that whilst we make every effort to deliver on the date listed there are occasions where unavoidable delays occur such as customs inspections, manufacturing faults or mis-packs! We promise to update listings with the most up to date information we have so that should always be the first place to check if you are worried about delays.

In the event of stock limitations we allocate to orders chronologically. This is rare and rarely comes with a warning but we will do our best to pass on information as it comes through to us.

I want to cancel my order
We appreciate that circumstances can change suddenly and this means you might need to request a cancellation for an order. If this is the case please contact us via email, include your order number and confirmation that you would like to cancel your order.  Please also confirm if you would like your payment refunding to your original payment method (time varies) or a voucher (typically instant)

We are unable to process cancellations over the phone, we need confirmation in writing.

How much is Postage?
Shipping charges can be found here

Can you ship Games Workshop to me?
We are allowed to send Games Workshop products to the UK and Europe, we can not ship products outside of these regions. Other ranges can be shipped worldwide. Please contact us before placing your order if you are unsure.

Any orders placed for outside of Europe for Games Workshop will be refunded.

How long will my order take to arrive?
We aim to ship all in stock orders on the day they are placed. This means that the majority of orders arrive the very next day. In the event we need to order additional stock this will increase the delivery time. The exact number of days an order will take varies depending on when it is placed. Typically orders with back-order products in will take 4-14 days for delivery.

European countries typically take 3-5 days to arrive but vary depending on location. Please allow up to 21 days for out of stock items.

Rest of World destinations vary significantly, please contact us for an estimate if time is critical for your order.

What is the status of my order?
When you log into your account you will see a section entitled ‘My Orders’. In this section you will be able to check all of your previous orders. You can contact us with your order number for further information. Additionally please keep an eye out for our weekly automated update emails. These emails will contain a line-by-line breakdown for your order with statuses of each item. The statuses are as follows:

  • Picked – once all items are of this status the order will ship.
  • On order with supplier – this item is awaiting a delivery from supplier (also used for pre-order items)
  • Shipped – this item is on it’s way to you!

If you need any further assistance please contact us using Facebook, Twitter, our contact form or email. You can also contact us via phone during our opening hours.

What about import taxes?
If you live outside the UK, Republic of Ireland or the European Union you may be subject to import taxes or customs duty. We are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges, if any, you may be liable for.

Please don’t ask us to doctor the CN22 Customs Declaration sticker on your package – it’s against the law to provide false information!

There’s a problem

What if my order does not arrive?
If your parcel does not arrive when expected please contact us via the ‘contact us’ form, email or phone. We are open 7 days a week and will happily help you find your order. The first place to check if you local sorting office, they may have attempted delivery already.

I received my parcel but the contents are damaged, what can I do?
Please contact us should your goods arrive damaged or unfit for purpose. We will ask you for photo’s of the damaged goods as well as any damage to the packaging it was sent in. We can then contact the couriers and arrange replacements for you.

My order was incomplete, what do I do?
In the event that your parcel is missing one or more items that you were expecting please complete the following steps:
1. Double check all items against your order receipt (email or physical)
2. Contact us via email, phone, Facebook or pop in store.
3. We will endeavour to contact you back within 1 working day.
4. If necessary we will post out a courtesy order of the missing item at no expense.

Please note that we will only ever post out one courtesy order per order placed. In the event that a second courtesy order is requested postal charges may be requested.

I want to return my Order
Not a problem, whatever the reason you are welcome to return an order, please see below for more details.

We will accept returns within 16 days of dispatch under the following conditions:

1. Items must be in their original packaging and unopened.
2. Items returned are at the buyers expense.
3. We reserve the right to refund your order with any associated Postage and Packaging charges deducted from the refund total.

Items arriving damaged should be reported within 48 hours of expected parcel receipt please follow these steps:

1. Take a picture of the item(s) and all associated packaging. Without these we can not place a claim with the courier.
2. Contact us with the pictures and details of the damaged products.
3. We will assist you returning the product to us or the appropriate office.
4. Once all of the above have been completed we may be able to send a replacement out  whilst the claim is processed.

Please note; damage claims will only be accepted for the first 48 hours of expected receipt. Any damage discovered after this time must be covered by the manufacturers warranty in order to be accepted.

Example 1: Steve receives his parcel on Saturday. He opens the package up on Sunday afternoon and notices one of the boxes has been damaged in transit. He follows the steps above and contacts us. We can confirm that during transit the product was damaged and he has let us know within the allotted claim window.

Example 2: Lisa receives her parcel on Thursday. Two weeks later she opens the parcel and sees that a box is damaged. Unfortunately due to the time elapsed we are unable to reliably establish that the damage occurred in transit. As such a claim would not be available for damaged goods with our couriers.

Important; any parcels arriving with you severely damaged should not be accepted and should instead be refused and returned to sender.

My model’s are mis-packed!
Missing or damaged parts can be replaced by ourselves or manufacturer, this varies from company to company. Certain manufacturers have missing parts services and we encourage the use of them where possible, this is simply so that you can receive your missing parts as quickly as possible. We are always available to help process a claim with the manufacturer however our years of experience show that manufacturers will typically process claims to end-users faster and directly to your delivery address.

A full list of manufacturer missing parts contacts can be found here.

If you have any issues contacting these manufacturers please contact us immediately.

My question wasn’t answered…

Please don’t hesitate to get in contact via Facebook, Email or Phone.