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. Our e-mail address is: firstname.lastname@example.org
Our mailing address is:
GREAT ESCAPE GAMES
UNIT 10 ALEXANDRA INDUSTRIAL ESTATE,
WENTLOOG, CARDIFF, UK
We are open Monday to Friday from 10am to 5pm. We do not open on bank holidays or weekends. You may arrange to pick up from our Cardiff HQ by appointment (just email or phone us to ask).
Telephone Number - 07908 119200
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.
Orders over £50 ship free worldwide*.
*A remote surcharge may apply and this is not available in certain territories. Examples include Russia, Brazil, island territories and the US states Hawaii and Alaska.
Orders under this amount incur a flat shipping fee (see below).
We offer tracked and courier services to all destinations for an extra charge. There are some exclusions to this for non-UK deliveries that exceed the 2kg Airmail limit which are detailed in the delivery policy below.
The Royal Mail has changed its shipping rates but we have managed to reduce the majority of costs throughout the world. 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.
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, 15 Trade St, Cardiff, UK.. Cheques and postal orders are only acceptable from the UK.
When can I expect my items to be sent?
SAME DAY DISPATCH - We now have a live stock system. For items showing 'in stock now', we aim to pick, pack and post your item on the same day as you ordered if placed before 3 pm Mon-Fri. When your order is picked, you will receive an item by item update status. When all of your items are marked as 'picked' we will then dispatch your order. When it is packed, you will again receive an item by item status update.
STOCK STATUS EXPLAINED
'x' In stock now - these items are available for same-day dispatch if placed before 3 pm Mon-Fri. (Note: Pre order stock may be held until release day if embargoed by the manufacturer).
Restock expected, available to order - these items are on order but not usually available for same-day dispatch. They are usually available in 1-5 days and then dispatched to you.
Unavailable - these items have a known supply issue so are not currently available to order.
If you need your order urgently, contact us and we can try to give you a specific delivery time for out of stock items. Having said that, we do carry a pretty big stock list so most of the time it won't be a problem!
PICK UP FROM CARDIFF HQ OR PICK UP AT SHOW
Able to make it to one of our shows, or to our HQ in Cardiff? All UK online orders are available to be picked up but payment must be made online when ordering. Pick up at Cardiff HQ is by appointment only.
The standard shipping rate for all orders under £50 within the UK is a rate according to weight as detailed below. Orders of over £50 will be shipped free. However please note that certain items are excluded from this, such as aerosol sprays. These items will be indicated in their product descriptions and incur a surcharge at checkout.
Standard UK delivery uses Royal Mail 24 and should take1-3 days from dispatch. For larger packages within the UK we may decide to use a courier service depending on the best deal we can get to manage the cost. Non-mainland UK orders that are over 2kg will incur an additional charge due to increased costs imposed by the postal/courier services. These will be indicated where possible at checkout or if there is a problem we will contact you to discuss.
Want proof of UK delivery? In addition to the standard UK delivery options, Royal Mail 24 Signed For is also available. The price for these delivery options is dependent on the weight of the order and will be indicated at checkout. Royal Mail 24 Signed For usually takes 1-3 days from dispatch respectively. We also now offer a Royal Mail 24 Tracked service which you can use for peace of mind, again delivery is usually expected within 1-3 days. Special Next Day by 1pm delivery is also available which garauntees delivery by 1pm next working day from dispatch*.
*Please refer to Royal Mail for a fuller explanation of these services and any service updates which may effect delivery times. Please note we are not liable for service delays from Royal Mail.
We also offer a courier service within the UK at a standard fee of £7 (£15 for NI, Highlands, Islands). We currently use DPD Local for the majority of our courier services and is usually delivered within 1 working day for mainland UK and offers tracking. Please note that DPD cut off for next day is 2pm.
Non UK Delivery
Orders from outside the UK also benefit from free shipping over £50 with the exception of heavy/bulky items. The standard shipping rate for orders outside mainland UK depends upon whether the order is being sent to the European Union or not and the weight/size of the order. Please check the checkout screen for the shipping costs related to your order.
Note - certain countries are no longer eligible fo free shipping due to a large number of missing parcels or high costs. These countries currently include Russia, Brazil and some island territories and US states such as Hawaii and Alaska. We will still ship to these countires but only via a tracked method at extra charge.
- Standard European Union and non-European Union delivery are dispatched with Royal Mail International Priority and normally takes 3-5 working days and 5-7 working days respectively.
Please note that there is no tracking facility on non-UK standard delivery. If you require tracking please select a tracked service. For larger packages overseas we may split parcels so they ship under the Airmail 2kg limit. If an item cannot be shipped via airmail we will contact you to advise of the best method of transport but this may incur an additional shipping charge.
Want proof of international delivery or want it tracked? (tracking in the UK, at the point your items leave the UK and in some overseas destinations) In addition to the standard non-UK delivery options, International Tracked and International Signed For are available. The price for these delivery options is dependent on the weight/size of your order. International Tracked and International Signed For are usually a day quicker than standard non-EU delivery.
If you live outside the UK you may be subject to import taxes or customs duty. Unfortunately, we are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges you may or may not be liable for. Please don't ask us to doctor the CN22 Customs Declaration sticker on your package.
What if my order does not arrive?
If your order has not arrived within an acceptable time from dispatch, give us a call or drop us an email at email@example.com and we will see if we can help. Usually, a call to your local sorting office will solve the problem but if your item has gone missing, then we will endeavour to help track your parcel down. Please note however, we cannot always offer refunds in these situations where we can provide proof of delivery.