PlayStation 5 Updates & Important Information

Limited Stock Coming 19th November Online Only - Now Sold Out! 

Please keep an eye on our Social channels and Website for updates on stock availability. We would also encourage you to keep up to date with the social channels of Sony and Microsoft. Our Customer Service team do not have any advance information on future stock availability. 

Delivery of Pre-orders placed on 19th November

If you successfully ordered on the 19th November you will have received your order confirmation email to the address that you placed your order with. 

If you selected our new Priority Insured delivery option then we aim to have these delivered by the 5th December. For all other delivery methods we aim to have these delivered by the 10th December. Please note: Customer Services are unable to update the delivery method of your order. 

Updates on the progress of your order are sent to the email address you placed your order with. Please keep checking. Our Customer Service team are unable to advise on shipping dates for these consoles. 

Faulty Console?

If you are experiencing any technical issues in setting up your new console then Sony have some great Start Up Guides and Troubleshooting advice on their website. 

You can find the start up guides by visiting this link 

and, for troubleshooting around fixes and their repairs process you can visit here 

You are able to contact Customer Services if you console is faulty however, we are unlikely to have any replacement stock at this time and therefore your item will be refunded. We recommend visiting the Sony Help Pages before sending your console back to GAME.

Store Pre-Orders 

Pre-ordered in Store and missed Pre-Purchase in England? 
If you were unable to complete pre-purchase in-Store before the Lockdown took effect in England on the 5th November we would like to reassure you that we will keep your pre-order ready for you to come in and purchase once they reopen.

In Store pre-orders can not be converted to online orders! 
Unfortunately we are unable to convert in-store pre-orders to online orders. If stock is available online you can place a new online order and then return to store to have your deposit refunded once they reopen.  

Online Pre-Orders 

When will payments start being taken for the PlayStation 5 Online Orders? 
We will start to take payments for all Online PlayStation 5 orders from Tuesday 10th November up to Tuesday 17th November. Once payment has been taken please continue to check your junk/spam folders as well as your inbox for updates on the progress of your order.

Can I collect on release day my Click & Collect Pre-Order (England Only)? 
Yes. If you have a Click & Collect Pre-Order for a console you can go to your selected store on release day between 8am and 2pm to collect your pre-order. If you are unable to collect it on the day we will keep it safe for you to collect when stores reopen in December.

Had to checkout as a Guest - can my order be added to my order history? 
No. Unfortunately, we are unable to link your order to you GAME account so that it shows in your order history.

Had to checkout as a Guest - what about my points? 
Due to technical issues experienced on our website we are aware that a number of our customers were unable to checkout as a registered account holder when the new consoles went live for pre-order. We are sorry for this experience and our teams have been working hard to resolve  technical issues.

We would like to assure you that you will not miss out on the points you will be able to contact our Customer Service team to add these once payment has been successfully processed for your order. 

Order Confirmation Emails 
If your order has been successful you will automatically receive an Order Confirmation email to the email address that you used to place your order. This usually arrives within 15 minutes of placing your order however, at busy times this may take longer. Please continue to check your junk/spam folders as well as your inbox.

If you are a registered customer you can login in to you GAME Account and check that your order is showing in My Orders.  

If you checked out as a Guest customer please contact our Customer Services team who will be happy to confirm your order status. 

Order Cancellations 
All customer orders are subject to review and on some occasions whilst reviewing your order our risk and security processes come across issues which prevent us from billing and shipping your order.  

We understand that this can be very frustrating however, there are several reasons why this might happen. For your privacy these reasons are not shared with GAME so our Customer Service team are unable to advise on the reasons why.  

Some examples of why orders are rejected include; issues with the billing/shipping addresses provided, the particular card you used to place the order or the email address linked to your account.  

We would encourage you to review all your details and try placing the order again. 

Updating Delivery Details 
If you have concerns about where your order is being delivered to for release day then if you have a GAME Account you can view your order in My Orders. You are able to amend your delivery address details and payment details right up until we process payment for your order which is usually up to 7 working days before release day. If you checked out as a Guest customer, please contact our Customer Services team who will be happy to confirm your details and make any amends in advance of payment being taken.  

Updating Email Details 
If you have ordered with an incorrect email address and wish to have this checked and updated please contact our Customer Service team who will be happy to try to assist you with this.  

Delivery Update for PS5 Orders pre-19th November -updated!
Due to the volume and size of the PlayStation 5 orders that we are sending and the impact on the UK delivery network as this is a UK launch by Sony across multiple retailers, GAME orders will be shipped using three different couriers - Royal Mail, DHL and YODEL. All three couriers use a tracked delivery service and updates will be sent to you by them to the email address that you placed your order with.
GAME will be shipping these to the couriers in time for them to deliver on release day. For updates please keep an eye for notifications from either Royal Mail, DHL or YODEL. Notification times from the couriers vary with some being sent the day before the delivery is due and some only being sent on the day itself.

Received an email about a problem processing your PS5 order? 
If you have received an email saying: We are sorry to say we are having issues processing your order. Unfortunately your bank or PayPal hasn't allowed payment to go through, for your security and privacy, these reason aren't shared with us. Should you be having issues with the link provided please try some of these steps below:

  • Try a new browser session (or privacy/incognito window) 
  • Clear your cookies 
  • Clear your cache 
  • Deactivate any plugins 
  • Check your HTTPS settings 
  • Clear your temporary files 
  • Try on a mobile, desktop PC, laptop or tablet 

Unfortunately any issues with the link are down to individual customer internet preferences. GAME can confirm that all the links are working as we expect from our side.


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