Help & FAQ

Need help? You're in the right place! Here you can find all of our frequently asked questions for the My Nintendo Store, as well as options to call, message or chat to us too!

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Delivery & Returns

How much does delivery cost?

Standard delivery (3-4 days) is free on orders over £20, otherwise £1.99.
Express delivery (1-2 days) is free on orders over £199.99, otherwise £3.99.

Will the delivery costs be impacted by Brexit?

No.

Can I change the delivery address on an order I have already placed?

We're sorry but it is not possible to make changes to your order once it has been placed. If you would like to cancel your order, please contact our Customer Support Team.

How do I cancel my order?

To cancel your order please contact our Customer Support Team. 

Please note if your order has already been processed by our warehouse before you cancelled your order, we may be unable to stop the products being shipped to you. In such cases, the products can be returned once they have been delivered.

How will I know when my order has been dispatched?

You will receive a shipping confirmation email to the email address provided when placing your order. Alternatively, you can check the status of your order within the 'Orders' section of My Account if you were logged in with your Nintendo account when you ordered.

How do I track my order?

If you were logged in (or created) a Nintendo Account when placing your order, you can track your order by logging in to My Nintendo Store (using your Nintendo Account) and visiting the My Account section. Within My Account, you can view the 'Orders' section.

If you were not logged in (or didn't create) a Nintendo Account when placing your order, you can track your order by clicking on the tracking link in your shipping confirmation email. Please note; it can take up to 24 hours for your order to dispatch from our warehouse from the point of ordering.

How long will it take for my order to be delivered?

Within the UK we expect delivery to take 1-4 working days depending on the delivery option selected at checkout.

We have to allow a little extra time for deliveries to take place before we can assume an item has been lost in the post. However, if you would like an update please login to Your Account and check the tracking or contact a member of our Customer Support Team who will be happy to look into this for you.

What should I do if I have not received my order on the estimated delivery date?

Within the UK we expect delivery to take 1-4 working days depending on the delivery option selected at checkout.

We have to allow a little extra time for deliveries to take place before we can assume an item has been lost in the post. However, if you would like an update please login to Your Account and check the tracking or contact a member of our Customer Support Team who will be happy to look into this for you.

What happens if I am not at home to accept my delivery?

You will receive a shipping confirmation email when your order has left our warehouse. This email will include a tracking link where you can check the current delivery status.

If you should not be at home on the expected delivery day, you have the option to go directly to the carriers website and change the delivery according to your preference (change delivery day, delivery to a parcel shop/collection point etc.)

Will you deliver to Europe?

We only ship our physical and digital products within the United Kingdom (England, Scotland, Wales and Northern Ireland).

If you have purchased a download code for a game, DLC or a Nintendo Switch Online membership, these will be sent to you via email.

Will you deliver to Ireland?

We only ship our physical and digital products within the United Kingdom (England, Scotland, Wales and Northern Ireland).

If you have purchased a download code for a game, DLC or a Nintendo Switch Online membership, these will be sent to you via email.

Do you deliver internationally? I live outside of the United Kingdom. Can I still make an order?

We only ship our physical and digital products within the United Kingdom (England, Scotland, Wales and Northern Ireland).

If you have purchased a download code for a game, DLC or a Nintendo Switch Online membership, these will be sent to you via email.

What is your returns policy?

Click here to learn more.

Can I return a product if I no longer want it?

Unwanted products can be returned in accordance with your statutory right to cancel (for more information see our Terms and Conditions). Please contact our Customer Support Team and we will be happy to arrange a return.

How do I return an item?

To arrange a return, please contact our Customer Support Team with your order number, the item you are returning and the reason for the return. A member of our team will be happy to walk you through the next steps.

Our returns policy is valid for 14 days from receipt of goods.

What should I do if I received my item and it is damaged?

If your order has arrived damaged, we request that you report this to our Customer Support Team as soon as possible after delivery. They will help you to resolve the matter as quickly as possible.

Please ensure you provide pictures of the shipping carton and damaged article itself.

What should I do if I have receive incorrect goods?

Please contact our Customer Support Team and we will be happy to arrange for the incorrect items to be returned to us, as well as the correct replacement items to be sent out.

What should I do if there is an item missing from my order?

Your items may be packed in separate parcels and will sometimes be delivered at different times. Please check the items listed on your dispatch confirmation email.

If you are missing an item that is not listed on the dispatch email, please allow longer for it to be delivered.

If you are missing an item which is listed on the dispatch email, please contact our Customer Support Team.

Are returns free of charge?

Yes. We will provide a free post label to return items that are within our returns policy. Please contact our Customer Support Team to arrange this.

When will I receive my refund?

Once we have received your item at our warehouse, we will process your return immediately and refund the corresponding amount back to your payment method.

Depending on your bank this might take up to 5 working days, or in certain cases longer. If you haven't received your refund within 10 working days, please contact our Customer Support Team who will be happy to investigate further.

Still need help?

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Mon - Fri 8am - 7.45pm

Sat - Sun 8am - 4.45pm

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Sat - Sun 8am - 4.45pm

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Troubleshooting

If you need help setting up your console, or have any further troubleshooting queries, please visit the Nintendo Support page.