Frequently Asked Questions

This Page was last modified on 7th February 2021

Our Warehouse team are working hard to process all orders whilst operating in line with strict guidance on social distancing. Once your order has been processed and is ready to be shipped delivery timescales highlighted below will apply. You will receive notifications on the progress of your order by email and tracking information direct from the courier once they have scanned into their network. Updates on Royal Mail Service Levels can be found here Royal Mail Service Updates

Shipping Information

What Shipping Methods Are Available?

Fyrefly Games ships with a variety of delivery partners, these include but are not limited to; Royal Mail, UPS, DPD, MyHermes.

Orders Containing: Software, Accessories, Merchandise etc are typically shipped via Royal Mail, when the size of the order fits within the specification of a Large Letter.

Orders Containing: Multiple Items, Accessories, Merchandise etc are typically shipped via Royal Mail when the size of the order fits within the specification of a Small Parcel. We may from time to time use a courier depending on the value and weight of the shipping parcel.

Orders Containing: Multiple Items, Accessories, Merchandise, Consoles etc are typically shipped via Courier when the size of the order exceeds the specification of Royal Mail Small Parcel.

We offer 4 shipping classes, Free Shipping(£0), Software(£1.99), Small Box Items(£4.99), Big Box Items(£10). The cost will be displayed at the basket and checkout. The price for each respective shipping class includes VAT charged inclusively at 20% and is priced accordingly to cover both the cost of posting the order and the packing of the order.

How Long Will it Take To Receive My Order?

Fyrefly Games typically dispatches orders the same day if the order has been placed before 2pm. In exceptional circumstances orders may take up to 48 hours to be dispatched in the instance there are any technical issues or adaptive challenges.

Orders shipped via Royal Mail are typically delivered next working day including Saturdays from time of despatch, if the order was placed prior to 2pm. This timeframe is set via Royal Mail and not Fyrefly Games. Royal Mail advise a maximum of 10 working days after due date in exceptional circumstances.

Orders Shipped via DPD and UPS are typically delivered next working day from time of pickup scan from the respective courier. Delays in this timeframe may be incurred in exceptional circumstances.

Orders Shipped via MyHermes are typically delivered within 3-5 days from time of pickup scan from the respective courier. Delays in this timeframe may be incurred in exceptional circumstances.

Pre-Orders: Your Pre-Order items will usually be despatched for delivery 1-2 days before the official release date.

How Do I Track My Order?

You can track your order here.

To track your order please enter your Order ID in the box below and press the “Track” button. This was given to you on your receipt and in the confirmation email you should have received.

If you have created an Account, you can track your order in the My Account section of the website.

When Are Payments Taken For Pre-Orders?

Currently, when you place an order for products listed for Pre-Order, the payment is taken at the time of order.

We currently have plans to change this, we are actively working on a Pre-Order system which will allow for payments to be processed closer to the release date of the product.

Fyrefly Games Return Process

14 day right to change your mind

The 14 day right to change your mind, under the Consumer Contracts Regulations 2013, only applies to products purchased online, via telephone, email or mail order

  • How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
  • Have you bought digital content for download? If so, you have 14 calendar days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we deliver the digital content to you immediately, and you agree to this when ordering, you will not have a right to change your mind.
  • Have you bought products online? If so you have 14 calendar days after the day you (or someone you nominate) receives the products, unless Your products are split into several deliveries over different days. In this case, you have until 14 calendar days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.
  • When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
    • digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided when returning the item;
      1. you have a valid proof of purchase and the receipt displaying the code; and
      2. the code has not been redeemed via Xbox Live)
    • sealed audio or sealed video recordings or sealed computer software, once these products and/or digital content are unsealed after you receive them (although hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
    • any products and/or digital content which become mixed inseparably with other items after their delivery.
    • Products which are incomplete and no longer contain all component parts as purchased (e.g. cables, memory sticks, controllers, etc.). Items purchased as part of a combined product (for example a combined hardware and games product) can only be returned if all items in the combined product are returned together;
  • How to tell us you want to cancel. If you are exercising your 14 day right to change your mind, tell us you want to end the contract by doing one of the following:
    • Email. Notifying Us by email at support@fyreflygames.com to inform us that you wish to cancel your order. Please provide your name, home address, details of the order and, where available, your phone number and email address.
    • By post. Write to us at the address below to notify us that you wish to cancel your order, including the details set out above.
  • Returning the products. If you end the contract:
    • where you are exercising your 14 day right to cancel, you must post them back within 14 days of telling us you wish to end the contract, to us at the address below. Please remember to obtain Proof of postage from the Post Office.
      • Returns Department
        Fyrefly Media Group Ltd
        Unit 19, Charnley Fold Industrial Estate
        Bamber Bridge
        Preston
        PR5 6PS

You will need to include a cover note with the following information:

  1. Your order number
  2. Reason for return
  3. Whether you would like a refund or exchange

Note: Please do not return any original shipping paperwork with your return order. 

  • Who pays the cost of return. Where you are exercising your right to change your mind, you must pay the costs of return.
  • How we will refund you. We will refund you the price you paid for the products and/or digital content (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below.
  • Deductions from refunds. If you are exercising your right to change your mind:
    • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
    • We may reduce your refund of the price (excluding delivery costs) where you fail to return each component part (cables, memory sticks, etc.) and to take account of the reduction in value caused by any damage or missing components.
    • We may reduce your refund of the price (excluding delivery costs) if you wish to return a product purchased in a discounted or promotional offer or as part of a combined product (for example a combined hardware and games product). If all the items are not returned the refund will be adjusted accordingly. To partially cancel your order for a combined product you will need to contact our Customer Services team.
    • If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • When your refund will be made. We will make any refunds due to you as soon as possible.
    • If you are exercising your 14 day right to change your mind then your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.

Product Information

Downloadable content (DLC)

Some Pre-order titles come with extra downloadable content (DLC). We always update the product description and title to reflect this where applicable. If we do not mention any extra downloadable content in the product description or title then the stock that we are pre-selling does not come with the extra downloadable content.

Is all of your stock new?

All stock we sell at Fyrefly Games is new and unused and sourced directly from distributors. We do not sell any pre-owned your refurbished items unless stated in the title.

In-game Languages

All games we sell either have English dialogue or subtitles. The vast majority of games that we sell will play in most European languages or have the relevant subtitles. However we cannot guarantee the exact list of languages for each game. For more specific information you will need to consult the publishers official website.