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!

What topic are you looking for help with?

Orders

How do I amend my basket?

You can amend your basket by clicking the basket icon in the top right-hand corner of the page, and selecting the 'View Basket' button. Here you can view the description, price and quantity of each item currently in your basket.

You can change the quantity by using the +/- buttons, or remove the item altogether by clicking the 'Remove' link.

Has my order submitted?

All placed orders can be viewed by logging in to My Nintendo Store (using your Nintendo Account) and visiting the My Account section. We will also send you an order confirmation by email. 

If you have used Guest Checkout, you will receive an order confirmation by email only.

If you have not received any emails regarding your order, or the order is not visible in the My Account section, then it is likely that the order has not been placed.

Which payment methods are available?

You can pay for your order via Debit/Credit card, PayPal, Apple Pay or Google Pay.

Why has my payment method been declined?

If your payment has been declined, please check you have sufficient funds in the account from which you are paying. If your payment is still declined, please contact our Customer Support Team.

When do I pay for a Pre-Order?

Your payment method will not be charged until the order is dispatched. For pre-order items, you may notice repeat pre-authorisations on your payment method from the time you placed your order until dispatch. These pre-authorisations will be of the amount that is to be debited from your payment method.

When is payment taken from my account?

Your payment method will be charged on dispatch of the order. In case of partial deliveries, your payment method will be charged separately for every partial delivery.

Can I redeem Nintendo eShop fund cards on the My Nintendo Store?

No.

I have funds on my Nintendo eShop balance. Can I use these funds on the My Nintendo Store?

No. Your Nintendo eShop balance can only be used for purchases on Nintendo eShop.

How do I use a discount code?

If you view Your Basket, towards the top right-hand corner of the page there is a section called 'Add a discount code'. Click the button, add your code and click the 'Apply Code' button. If valid, the discount code will be applied and a message displayed to confirm this.

If you experience any issues, please contact our Customer Support Team.

Why is my discount code not working?

If your discount code is not working as expected, please contact our Customer Support Team.

I have forgotten to use my discount code, can I still receive the discount?

Please contact our Customer Support Team.

How do I make amendments to my order?

We're sorry but it is not possible to make changes to your order once it has been placed. 

If you would like to add products to your order, please place a new order for these items. Alternatively, if you would like to cancel your order, please contact our Customer Support Team.

What do I do if I've ordered the wrong item?

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 do I view my order history?

If you have a Nintendo Account, all orders can be viewed by logging in to My Nintendo Store (using your Nintendo Account credentials) and visiting the My Account section.

Will I still be able to see my order history from anything I purchased from the Nintendo Official UK Store?

You can view your Nintendo Official UK Store order history by logging in to My Nintendo Store (using your Nintendo Account) and visiting the My Account section.

Within My Account, click the link within the 'Orders' section.

You will need the email address you ordered with and your Nintendo Official UK Store order number in order to view the details.

I have purchased games from Nintendo eShop. Why are these games not appearing in my purchase history on the My Nintendo Store?

Your My Nintendo Store order history is separate from the purchase history on Nintendo eShop.

How can I see my previous My Nintendo reward orders?

Click here to find out more.

How can I see my previous orders through the Nintendo.co.uk Official Website?

For orders such as NES Controllers, SNES Controllers, Nintendo Switch Joy-Con Controller Set (Red), Playing Cards, Stylus, Phone Cases, Splat Fest T-shirts or Spare Parts, click here to find out more.

Why does the download not start automatically? It does when I purchase digital content via the official Nintendo website.

When you buy a digital game, DLC or a Nintendo Switch Online membership from My Nintendo Store you will receive a digital download code via email. This can then be redeemed via the Nintendo eShop on your console.

As you have purchased a download code, this also means you can not only buy digital downloads for yourself but also give them as a gift to a friend.

Click here for more information about how to redeem a download code.

How do I redeem a download code for a game, DLC or a Nintendo Switch Online membership?

Click here to find out more.

I have an outstanding order with the Nintendo Official UK Store. What will happen to this when the store changes?

Any orders placed on the Nintendo Official UK Store will be delivered in line with the shipping details you received in your order confirmation.

Still need help?

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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.