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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Returns & Replacements

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 the return please contact a member of our Customer Support Team who will be happy to arrange your return if eligible as per our terms of service.

Once the return is arranged you will receive a freepost label, this needs to be printed and taken with the return to your local Post Office.

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.

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 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.

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 with your order?

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Mon - Fri 8am - 7.45pm

Weekend 9am - 4.45pm

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Sat - Sun 8am - 4.45pm

0330 912 4581

Nintendo General enquiries

If your enquiry is not related to a My Nintendo Store purchase, please visit the Nintendo Support Page.