Customer Service

Contact Us

If you have any questions about the website, Great Escape Games, Dead Man's Hand, Rules of Engagement, Clash of Empires or in fact anything connected to us please feel free to send us an e-mail. If you wish to pre-order for a show, please email us with "pre-order" and the name of the show. We just take cash at shows, so if you wish to pay by a different method, let us know and we can arrange it beforehand. Our e-mail address is:

 

 

Our address for correspondence is: Great Escape Games, c/o Firestorm Games Ltd, Trade Street, Penarth Road, Cardiff, CF10 5DT

Privacy & Security

We are committed to respecting your online privacy and recognise your need for appropriate protection and management of any personally identifiable information ("Personal Information") you share with us. "Personal Information" means any information that may be used, either alone or in combination with other information, to personally identify an individual, including, but not limited to, a first and last name, personal profile, a home or other physical address, an email address or other contact information.  We do not pass on details to any third party.

Returns & Replacements

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right no longer than seven days after the day on which you receive the Products. Please note that we will charge an admin fee of £1.50 for all cancellations. This is to cover transaction and refund costs charged to us. If you wish to change or cancel an order before despatch please contact us at    including the following details: Customer name, Order number, Date of the order. 

Orders are normally processed immediately so we may have already packaged your order and made arrangements for it to be sent to you. If this is the case then we cannot always stop the order from being sent. Once you receive the order, you will have to return it to us within 7 days of delivery. If you wish to cancel the order within 7 days after delivery, we will refund the cost of the item but not the cost of delivery or admin fee noted above.

If your order is delivered by courier and the product item requires a phone number to be added to your delivery information, and you have not provided a telephone number, and the courier fails to deliver and returns the item to us, it will be subject to a further delivery charge. This applies even if the initial delivery charge was free.

Ordering

The Royal Mail has changed its shipping rates but we have managed to reduce the majority of costs throughout the world. Orders in the UK consisting solely of RoE/CoE/DMH books ship free.  We accept all major credit cards as well as Paypal and we use Paypal to process all our payments; you do not need a Paypal account to use this function.  

An email is despatched from the store once the order has been despatched; please check your spam folders if you do not see this email when you might expect to.

We charge a shipping fee based on the approximate weight of your order and destination.  We aim to despatch your goodies within three working days of ordering - 95% of orders are sent within 3 days. Please be aware that we attend around twelve trade shows a year and typically experience a day's delay in processing orders before and after an event.  A fraction of orders may be awaiting restock but we will contact you personally in this event.

Once your order has shipped we will send a confirmation by email. Please check your spam folders if you haven't had a delivery confirmation from us.

If you wish to pay by cheque or postal order, please make yoiur payment payable to Great Escape Games and post your order to Great Escape Games, 38 Penylan Close, Newport, Gwent, NP10 8NW, UK.. Cheques and postal orders are only acceptable from the UK.

 

Orders over £100 ship free worldwide*.

*A remote surcharge may apply and this is not available in certain territories. Examples include Russia.

UK
   Weight (grams)       Shipping Cost   
  >40   £1.20
  >150   £2.00
  >1000   £2.50
  >2000   £5.5
  >5000   £8.50
  >10000   £10.00
  >20000   £12.00


 

EU
   Weight (grams)       Shipping Cost   
  >50   £1.20
  >250   £3.50
  >500   £4.95
  >750   £6.40
  >1000   £7.85
  >1250    £9.30
  >1500   £10.75
  >1750   £12.20
  >2000   £13.65
  >2500   £18.00
  >3000   £21.00
  >4000   £24.00
  >5000   £27.00
  >10000   £29.00

 

Rest of the World
   Weight (grams)       Shipping Cost   
  >50   £2.50
  >250   £4.50
  >500   £7.20
  >750   £9.90
  >1000   £12.60
  >1250   £15.30
  >1500   £18.00
  >1750   £20.70
  >2000   £23.40
  >2500   £27.00
  >3000   £32.00
  >4000   £35.00
  >5000   £40.00
  >10000   £42.00