FAQs
Delivery
How much is shipping?
How much is shipping?
Shipping costs can vary depending on the size and weight of your parcel, and the exact shipping destination and preferred courier. All of the available shipping options based on your order are visible at checkout.
Why can I not see a next-day delivery option at checkout?
Why can I not see a next-day delivery option at checkout?
We have a large variety of products meaning that some items have to be stored in other warehouses across the country. Sometimes we have to move items to the warehouse we dispatch from. While this does not take long, it does mean we are unable to deliver your items next day. As soon as your item arrives in our dispatch warehouse, we will ship it to you immediately!
How do I know if there is a next-day delivery option?
How do I know if there is a next-day delivery option?
All products that can be shipped on a 24-hour delivery service display a 24H icon on the product thumbnail and page.
Do you have a tracking number for my order?
Do you have a tracking number for my order?
Once your order is dispatched, you will receive an email containing your parcel's tracking number. All tracking numbers will go live within 12 hours of dispatch. The link within your dispatch email confirmation will redirect you straight to the courier's tracking details for your order.
Where is my order?
Where is my order?
In the event that you have not received your order within the expected time frame and have received a dispatch confirmation email, please contact the courier using the tracking information in said email. If the courier is unable to help, please contact our customer service team.
We will aim to deliver the goods by the estimated delivery date you are given when you place an order and confirmed within the Dispatch Confirmation Email. If the product is not received within 5 (five) days of that date for domestic deliveries, or within 10 (ten) days for international deliveries, you must notify us promptly so that we can investigate the matter further with the relevant courier. If you do not notify us within the above time period, it may become more difficult for us to recover the product from the courier.
My order has arrived in a box with different logos on it, why is that?
My order has arrived in a box with different logos on it, why is that?
In order to do our bit for the environment and help to reuse and recycle, we will often re-purpose packaging materials and use these when dispatching new orders.
The tracking details for my order states that it has been delivered, however I have not received my order - what’s going on?
The tracking details for my order states that it has been delivered, however I have not received my order - what’s going on?
In this circumstance, it is likely that there has been a courier error with the tracking, but we are happy to assist in locating your order. Firstly, we would recommend checking safe spaces around the home or with neighbours, and contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, just let the courier know and they will investigate further for you. If you are still unable to find your item, please contact our customer service team.
Will I be charged for customs and import charges?
Will I be charged for customs and import charges?
This will depend on the location you are shipping your order to. If your order is being shipped to the EU and it is under the value of €135 it will go on our IOSS scheme. This means your order will not be subject to customs or import charges.
For orders over €135, or if you live outside the EU, we use a Delivery Duty Unpaid (DDU) delivery service. DDU delivery terms mean you will be contacted by customs once their shipment arrives and will have to settle any charges for customs to release the shipment and have it delivered to you. You will not be charged VAT at checkout, but instead may be subject to import VAT upon their goods landing in the destination country.
I put in the wrong delivery address at checkout, can I change it?
I put in the wrong delivery address at checkout, can I change it?
If this occurs, please provide us with the updated address as soon as possible, by contacting us. Given enough time, we will update your address or use our reasonable endeavours to re-direct the parcel to such updated address, but cannot make any guarantees and will not be responsible or liable to you as a result.
Can I cancel my order?
Can I cancel my order?
If your order has not yet been dispatched and you are looking to cancel it, please contact our customer service team directly. We will do our best to cancel the order before dispatch, but cannot guarantee this. Please see our Terms and Conditions for more detail.
Returns & Refunds
What is your returns policy?
What is your returns policy?
To put simply, if your order is damaged or you have received incorrect items, you have 14 days from receiving your order to inform us of any issues, and 60 days in total to return it in order to qualify for a replacement or full refund.
Please note, requests for replacements are dependent upon our stock levels at that time – however, if we cannot fulfil a replacement, you will be provided with a full refund.
If the reason for return is because you changed your mind, the returns policy is the same; you must contact us for a returns label within the first 14 days of receiving your order, and must return it to us within 60 days. Upon the return of the item, we will provide you with a full refund minus the cost of the shipping and return.
Please note that if your item is not faulty, the cost of the returns label (£2.99) will be deducted from your refund.
It is your responsibility to ensure items are returned in the same condition in which you received them; this includes any cellophane that your items were wrapped in. If goods are not returned to us in the condition in which they were received, Zatu Limited reserves the right to refuse return, or to deduct up to 50% from the refund cost.
It is recommended that recorded delivery is used upon returning items to us. In these cases, Zatu Limited reserves the right to refuse any refund of postage where it was purchased beyond the use of our own returns label.
If you are an international customer, we recommend that items are returned through recorded delivery. If recorded delivery is not used and an item goes missing, Zatu Games may not be able to refund you for the item. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. Zatu Games retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
Can I return an opened item?
Can I return an opened item?
Unfortunately, we are unable to accept a return for an opened unwanted item. Any open item may be rejected by our returns team at our discretion. If there is another reason you are looking to return an opened item, contact our customer service team and they will look into this for you.
Can I return a faulty/damaged item?
Can I return a faulty/damaged item?
While 99% of our shipments arrive in pristine condition, occasionally, due to factors outside or our control, some items can be damaged in transit. If your product is damaged when you receive it, we will require photographic evidence of the item and the box it was received in (outer packaging) evidencing such damage, before we will be able to consider any refunds. Zatu reserves the right to reject any request for a refund or replacement if evidence of damage cannot be provided, or if, upon receiving the evidence, we do not deem there to be a fault with the item. Additionally, we must receive the product and be satisfied that it is damaged before processing any refund or replacement.
Can I return a single item from my order?
Can I return a single item from my order?
Yes! You can return single items from a part of a larger order. Just send customer service a quick message and we can help you with this process.
We simply give you a label and arrange the return of your unwanted item/s.
How long will my return and refund take?
How long will my return and refund take?
Our returns team will aim to process and refund your item within 5-10 working days of the return arriving in our warehouse. However, in some instances due to circumstances outside of our control, this process can take up to 2 weeks.
Please know, we are working hard to ensure that we complete the process as quickly as possible. If you require any assistance with the return process, please contact our customer service team.
Orders Issues
Can I cancel my order?
Can I cancel my order?
If your order has not yet been dispatched and you are looking to cancel it, please contact our customer service team directly. We will do our best to cancel the order before dispatch but cannot guarantee this.
Why is my order showing on my account as "On hold"?
Why is my order showing on my account as "On hold"?
When an order appears on your account as “On hold” or “Awaiting Payment” this typically means the payment provider has held your payment before sending this to us, and this may have caused an issue on our system. In order to resolve this as quickly as possible, please get in touch with our customer service team who can resolve any issues, and get your order to you ASAP!
My item has arrived damaged, what should I do?
My item has arrived damaged, what should I do?
While 99% of our shipments arrive in pristine condition occasionally due to factors outside or our control some items can be damaged in transit. If your product is damaged when you receive it, we will require photographic evidence of the item and the box it was received in (outer packaging) evidencing such damage, before we will be able to consider any refunds.
Zatu reserves the right to reject any request for a refund or replacement if evidence of damage cannot be provided, or if, upon receiving the evidence, we do not deem there to be a fault with the item. Additionally, we must receive the product and be satisfied that it is damaged before processing any refund or replacement.
My item has missing pieces, how do I get a replacement?
My item has missing pieces, how do I get a replacement?
All of our games are shipped brand new and sealed unless explicitly stated otherwise. Sadly, some games will occasionally arrive with missing pieces due to manufacturing errors. In the event that this occurs, we would recommend contacting the manufacturers directly as this is the quickest way for you to receive these pieces. If you have difficulties with this, please let us know and we can make a request for them on your behalf!
Can I change the address on my order?
Can I change the address on my order?
Yes! Just contact us as soon as possible after you have placed your order, and we will gladly update your shipping address for you so long as your order is yet to be dispatched. Please note, we may not be able to make any amendments if your order has already been dispatched.
Can I place an order over the phone?
Can I place an order over the phone?
Absolutely! If you’re unable to place an order online, please just give us a call to speak to a customer service advisor who will help place your order over the phone.
How do I find my order details?
How do I find my order details?
Details for your order can be found under the Account section of the website, or alternatively you can see details in the Order Confirmation emailed to you at the point of purchase.
My tracking number isn’t working…
My tracking number isn’t working…
Tracking numbers sometimes take up to 24 hours to be activated after an order has been sent.
In the event that there is an error message when attempting to track a parcel, please contact the courier service directly. If there are any other issues, our friendly customer service team will be happy to help!
What do I do if I find a website error or a glitch?
What do I do if I find a website error or a glitch?
Frustratingly, sometimes pesky tech errors can sneak onto our site every now and then. In the event that you catch one of these in action, please contact our customer service team detailing the issue, the device you are using, and the browser. If you can provide screenshots as well, that can help us get to the bottom of the issue faster, to make for a better experience for all!
Shop/Gaming Centre
When is the Zatu Games shop open?
When is the Zatu Games shop open?
The Zatu Games online store is open 24/7, 365 days a year! You can order at any time. Meanwhile, our shop is open:
Monday: 9:00am - 4:00pm
Tuesday: 9:30am - 6:00pm
Wednesday: 9:30am - 6:00pm
Thursday: 9:30am - 6:00pm
Friday: 9:30am - 6:00pm
Saturday: 9:30am - 6:00pm
Sunday: CLOSED
Please note: The shop is not open on bank holidays!
When is the Zatu Gaming Centre open?
When is the Zatu Gaming Centre open?
Monday: 9:30am - 10:00pm
Tuesday: 9:30am - 10:00pm
Wednesday: 9:30am - 10:00pm
Thursday: 9:30am - 10:00pm
Friday: 9:30am - 10:00pm
Saturday: 10:00am - 6:00pm
Sunday: 10:00am - 4:00pm
Where can I find the shop / Gaming Centre?
Where can I find the shop / Gaming Centre?
The Zatu Shop and Gaming Centre can be found in Bowthorpe, around four miles outside the city centre of Norwich, Norfolk.
Put the following address into your Sat-Nav:
The Gatehouse,
40 Barnard Road,
Norwich,
NR5 9JB
Do you do click and collect?
Do you do click and collect?
Yes! Customers based in Norfolk and the surrounding area are able to select click and collect at check out FOR FREE. If you place your order before 5pm it will be available same day, if after this period you will be able to collect it the next day the Gaming Centre is open. For opening hours, please see the above.
How long do I have to pick up my collection order?
How long do I have to pick up my collection order?
After placing the order, you will receive an email confirming when your order is ready for collection. You will then have 10 working days in which to collect your from our shop. Orders held in our shop after this time will be cancelled and fully refunded. Please see our opening hours for times when your order can be collected.
Do you have a library of games available to play?
Do you have a library of games available to play?
Yes, we do in our Gaming Centre! Come in and play for free!
Will you be holding events?
Will you be holding events?
Yes, we will be holding events regularly in our Gaming Centre. We would always recommend keeping an eye on our various social media channels for updates on our upcoming events!
Do you have parking facilities on site?
Do you have parking facilities on site?
Yes, there are free parking spaces on site with no time limits, so no need to cut your gaming time short! We even have electric chargers available!
Do you accept cash and card payments?
Do you accept cash and card payments?
Yes, we accept both cash and card payment in our shop and Gaming Centre!
Do you have a toilet on site?
Do you have a toilet on site?
Yes, we have toilet facilities on site so you won't be caught short.
Do you allow dogs in the shop?
Do you allow dogs in the shop?
Yes, we do allow dogs in the shop! We only ask that they be kept on a lead inside and in the surrounding area!
Pre-Orders
When will my pre-order be shipped?
When will my pre-order be shipped?
We always aim to dispatch pre-order items to arrive on the day of release. In the unfortunate event that there are delays from our suppliers which make this improbable, we will look to get these items to you within 5 working days of the official release date. If you are yet to receive your pre-order after this time, contact us so we can investigate this further for you.
How much does it cost to send my pre-order?
How much does it cost to send my pre-order?
Pre-order delivery will be charged at the standard delivery rate for that game. If a pre-order item is purchased alongside a game that is already in stock, your order won't be dispatched until the pre-order title has been released.
Please note, some items may be available for a 24h delivery option. This does not mean the item will arrive before the release date. Please see the checkout timers for more accurate delivery information.
If you wish to receive the in-stock items sooner, please place a separate order for those games.
I have ordered a Kickstarter version of a game, when will it be fulfilled?
I have ordered a Kickstarter version of a game, when will it be fulfilled?
Please take a look at the Kickstarter page for the product you are interested in for the most accurate and up-to-date information.
My pre-order release date keeps changing – why is this?
My pre-order release date keeps changing – why is this?
Pre-order release dates can unfortunately be subject to change due to circumstances outside of our control. We communicate as much as we can with manufacturers or publishers to provide the most accurate information. Always check the product page if you are looking for any updates.
What are the terms of your Pre-Order Price Drop Guarantee policy?
What are the terms of your Pre-Order Price Drop Guarantee policy?
Our Pre-Order Price-Drop Guarantee ensures that you can pay the lowest price for a pre-order. If the price drops between the point you place an order and release date on the Zatu Games website, you may request a discount code worth the difference between the two prices. To request your discount code, please contact us here.
Your discount code will be issued from the point that your pre-order is shipped.
Please note, if you are issued a discount code in this way and then cancel your pre-order, Zatu retains the right to either; refund your order, minus the cost of the discount code issued, or, cancel your discount code.
This guarantee applies to items with the 'Pre-Order Price-Drop Guarantee' offer message on the product page, and is no longer valid where a product has become available for general sale.
In the rare instance of an increase in supplier price, the Pre-Order Price-Drop Guarantee will not apply. For more information, please see our Terms and Conditions.
Do you have a library of games available to play?
Do you have a library of games available to play?
Yes, we do in our Gaming Centre! Come in and play for free!
Will you be holding events?
Will you be holding events?
Yes, we will be holding events regularly in our Gaming Centre. We would always recommend keeping an eye on our various social media channels for updates on our upcoming events!
Do you have parking facilities on site?
Do you have parking facilities on site?
Yes, there are free parking spaces on site with no time limits, so no need to cut your gaming time short! We even have electric chargers available!
Do you accept cash and card payments?
Do you accept cash and card payments?
Yes, we accept both cash and card payment in our shop and Gaming Centre!
Do you have a toilet on site?
Do you have a toilet on site?
Yes, we have toilet facilities on site so you won't be caught short.
Do you allow dogs in the shop?
Do you allow dogs in the shop?
Yes, we do allow dogs in the shop! We only ask that they be kept on a lead inside and in the surrounding area!
2nd Wave Pre-Orders
What does it mean if an item is showing as a "2nd wave pre-order"?
What does it mean if an item is showing as a "2nd wave pre-order"?
When an item is available to purchase as a 2nd wave pre-order, it means we have currently sold out of our current allocation from our supplier. However, we aim to get more in the near future, in which case the item will be shipped by its release date. If our allocation is not increased before the release date, we will reserve your order so that we can fulfil it as soon as we receive our second allocation.
By placing a 2nd wave pre-order, customers will effectively be putting themselves at the head of the queue for as soon as when we receive more stock.
When is my 2nd Wave pre-order likely to arrive?
When is my 2nd Wave pre-order likely to arrive?
Second wave pre-orders typically arrive within two months after the product's release date.
When is payment taken on my 2nd wave pre-order?
When is payment taken on my 2nd wave pre-order?
Payment for your 2nd wave pre-order is taken immediately when you place your order.
What happens if my 2nd wave pre-order also contains items which are currently in stock?
What happens if my 2nd wave pre-order also contains items which are currently in stock?
If your order contains multiple items including at least one 2nd wave pre-order, your whole order will not be shipped until all items are in stock. If you want to purchase a regular in- stock item alongside a 2nd wave pre-order, we suggest placing separate orders to ensure you receive the in-stock item(s) as soon as possible.
What are the terms of your Pre-Order Price Drop Guarantee policy?
What are the terms of your Pre-Order Price Drop Guarantee policy?
Our Pre-Order Price-Drop Guarantee ensures that you can pay the lowest price for a pre-order. If the price drops between the point you place an order and release date on the Zatu Games website, you may request a discount code worth the difference between the two prices. To request your discount code, please contact us here.
Your discount code will be issued from the point that your pre-order is shipped.
Please note, if you are issued a discount code in this way and then cancel your pre-order, Zatu retains the right to either; refund your order, minus the cost of the discount code issued, or, cancel your discount code.
This guarantee applies to items with the 'Pre-Order Price-Drop Guarantee' offer message on the product page, and is no longer valid where a product has become available for general sale.
In the rare instance of an increase in supplier price, the Pre-Order Price-Drop Guarantee will not apply. For more information, please see our Terms and Conditions.
Do you have a library of games available to play?
Do you have a library of games available to play?
Yes, we do in our Gaming Centre! Come in and play for free!
Will you be holding events?
Will you be holding events?
Yes, we will be holding events regularly in our Gaming Centre. We would always recommend keeping an eye on our various social media channels for updates on our upcoming events!
Do you have parking facilities on site?
Do you have parking facilities on site?
Yes, there are free parking spaces on site with no time limits, so no need to cut your gaming time short! We even have electric chargers available!
Do you accept cash and card payments?
Do you accept cash and card payments?
Yes, we accept both cash and card payment in our shop and Gaming Centre!
Do you have a toilet on site?
Do you have a toilet on site?
Yes, we have toilet facilities on site so you won't be caught short.
Do you allow dogs in the shop?
Do you allow dogs in the shop?
Yes, we do allow dogs in the shop! We only ask that they be kept on a lead inside and in the surrounding area!
General Queries
What language does my game come in?
What language does my game come in?
Our games will always come in English as the primary language. In the event that we supply a non-English language game, this will be explicitly stated in the title or product description. Please note, certain games will come with multi-language instructions and tiles.
An item I want is out of stock, is there anyway to know when this is coming back in?
An item I want is out of stock, is there anyway to know when this is coming back in?
In most cases, we hold good stock of all products available to us. However, in the event that we are out of stock of a particular item, be assured that our teams work hard to re-stock that line as soon as this is available again! In these cases, we recommend signing up to the stock notification alerts, which can be done on the products page, so we can let you know via email as soon as an item is back in stock!
I want to place an order for an assorted item, but I do not want to receive a duplicate. Is there any way to guarantee I receive a specific item in the assortment?
I want to place an order for an assorted item, but I do not want to receive a duplicate. Is there any way to guarantee I receive a specific item in the assortment?
Unfortunately, we would be unable to accept requests for specific items in an assortment as our stock can vary. However, when ordering multiples of the same assorted item, our warehouse team will do everything they can to ensure that you do not receive duplicates.
Are video games / download codes and DVDs region locked?
Are video games / download codes and DVDs region locked?
Any download games, subscriptions or add-ons for Playstation Plus, Nintendo Online, Xbox LIVE or PC at Zatu Games are for use in the United Kingdom. It's possible they will work in other regions, but unfortunately we cannot guarantee this at the point of order.
Backorders
What does it mean if an item is showing as a ‘backorder'?
What does it mean if an item is showing as a ‘backorder'?
When an item is available to purchase as a backorder, you are being given the opportunity to reserve a copy so that you can be one of the first to receive it once it comes back in stock! It’s essentially like placing a pre-order for an already released line. Any item showing as a backorder is a confirmed order placed with our suppliers.
Board games will come in and out of print from manufacturers quite regularly. This means that some products can go out of stock for weeks or months at a time (even if they’ve been released years earlier) and we might not know when they’re coming back in. Placing a backorder means that even if we only receive limited stock on one of these lines, you will have a reserved copy that will be dispatched to you the same day that we receive that stock.
When will my backorder item be dispatched?
When will my backorder item be dispatched?
We typically see most backorder items arriving with us within 2 months of placing our initial order with the supplier.
However, this is entirely dependent upon where the item appears in the supply chain. Sometimes your order can take 1 week after ordering to be dispatched, in some cases it can take over 2 months.
My backorder item has not arrived with me and it’s been more than 2 months.
My backorder item has not arrived with me and it’s been more than 2 months.
Unfortunately, backorder items can take longer than the 2 month guideline to arrive with us. This can be down to various factors outside of our control. We aim to inform customers about problems with backorders as soon as possible after hearing of any problems ourselves.
When is payment taken on my backorder-order?
When is payment taken on my backorder-order?
Payment for your backorder is taken immediately when you place your order.
What happens if my order for a backorder also contains items which are currently in stock?
What happens if my order for a backorder also contains items which are currently in stock?
If your order contains multiple items including at least one backorder, your whole order will not be shipped until all items are in stock. If you want to purchase a regular in- stock item alongside a backorder, we suggest placing separate orders to ensure you receive the in-stock item(s) as soon as possible.
Any time you place an order with in-stock items in the basket, those items are reserved for you in our warehouse. In cases where your order contains both backorder and in-stock items, we are only ever waiting for the backorder item to arrive before we can dispatch your whole order to you.
Can I split my backorder from currently in stock items?
Can I split my backorder from currently in stock items?
You're welcome to split their backorder to get available items shipped faster and avoid delays, once an additional payment for postage has been received. If you would like to split your order, you can call our friendly customer service team during operational hours and they will happily process this request for you.
Can I cancel my backorder?
Can I cancel my backorder?
Provided that your order has not yet been dispatched, you are more than welcome to cancel your backorder. Please contact our customer service team to request a cancellation and we will complete this for you.
Is my backorder guaranteed?
Is my backorder guaranteed?
Any item made available through backorder is a confirmed order with our suppliers, which we expect to arrive with us at some point in the near future. In some rare cases, we are informed by suppliers that certain lines are no longer being printed or are not available to purchase anymore – in these instances, we will contact any affected customers and ensure their backorder are cancelled and refunded as soon as possible.
Gift Cards
How does my gift card work? How can I spend it?
How does my gift card work? How can I spend it?
Our gift cards can be purchased here.
Select the amount, and then personalise it with a message! Once purchased the intended recipient will be sent a unique gift card code. You can then enter this code at the checkout page to use this against your next order.
Is my gift card an e-card or sent to me in the post?
Is my gift card an e-card or sent to me in the post?
Our gift cards are currently only e-Cards, which can be received direct to you or sent as a gift straight to the recipient’s email!
Can I delay the dispatch of my gift card?
Can I delay the dispatch of my gift card?
If you’re planning to purchase a gift card you can select a specific date for delivery to ensure it arrives exactly when you want it to!
How long is my gift card valid for?
How long is my gift card valid for?
All our gift cards expire after 12 months.
Payments
What payment options are available?
What payment options are available?
You can pay using a Secure Debit/Credit Card, PayPal, Clearpay, Amazon Pay or Google Pay.
Do you keep payment details on file?
Do you keep payment details on file?
We don't store your details; they are passed to our secure payment provider and will only be referred to by a unique identity code when you make an order.
When is the money taken for my pre-orders/backorders?
When is the money taken for my pre-orders/backorders?
All pre-orders/backorders will have their payment taken at the point of ordering. In the event that the price of a pre-order decreases between the date of purchase and the release date, this difference will be refunded to your account via the same payment method used when making the original purchase.
Discount Codes, and Victory Points
Where can I enter a discount code?
Where can I enter a discount code?
Once you have proceeded to the checkout, you will see a section at the top of the page labelled ‘Have a coupon? Click here to enter your code’. If you select this, a text box will appear for you to enter and submit your discount code. Please note, discount codes may not be able to be added if a gift card/victory points have already been added to your order.
If you are having any difficulties with adding a discount code, please contact our customer service team, who will be happy to investigate further.
What are Victory Points and how can I use them?
What are Victory Points and how can I use them?
Victory Points are our reward points scheme, which allow you to earn discounts on future purchases every time you place an order.
You can find all the information you need regarding Victory Points here.
International Orders
How will the new US tariffs impact my order?
How will the new US tariffs impact my order?
The 2025 US import tariffs do not apply to shipments placed on Zatu. This is because our primary delivery partner, Royal Mail, ships directly into USPS, the US postal service. The US postal service currently does not apply any of the 2025 tariffs to any shipments coming from the UK, regardless of the business's location or the product's country of origin. Orders shipped elsewhere internationally will equally not be impacted by these tariffs.
How much is shipping?
How much is shipping?
Shipping costs can vary depending on the size and weight of your parcel, and the exact shipping destination and preferred courier. All of the available shipping options based on your order are visible at checkout.
Why can I not ship an item to my country?
Why can I not ship an item to my country?
Due to supplier territory and trade agreements, we are unable to ship a very small percentage of our items, such as Games Workshop products, globally. However, the vast majority of items we can ship to anywhere that our shipping partners allow.
What is IOSS?
What is IOSS?
The Import One-Stop Shop scheme (IOSS) simplifies the process of importing goods into the EU from sellers such as Zatu Games.
How does IOSS impact my order?
How does IOSS impact my order?
For orders under an intrinsic value of €145 (or the GBP equivalent) – intrinsic value meaning the value of the goods excluding tax and shipping – Zatu Games will charge and collect the tax due during the checkout process. This will be charged at the relevant tax rate per item as defined by the destination country.
For an up-to-date list of tax rates for countries in the EU, you can visit the European Commission’s website here.
What are the benefits of paying the tax at checkout?
What are the benefits of paying the tax at checkout?
IOSS makes the process easier for the buyer, who is only charged at the time of purchase, and therefore does not face any surprise fees when the goods are delivered. There are also less likely to be delays with items requiring customs processing or additional handling and/or adjustment fees. If the seller is not registered for IOSS, the buyer has to pay the VAT and usually a customs clearance fee (or ”handling fee”) charged by the transporter.
What happens if my order has an intrinsic value of greater than €145?
What happens if my order has an intrinsic value of greater than €145?
If your order has an intrinsic value of greater than €145, you will either be offered a Delivery Duty Unpaid (DDU) or Delivery Duty Paid (DDP) delivery option.
What does DDU shipping mean?
What does DDU shipping mean?
Delivered Duty Unpaid (DDU) delivery terms mean you will be contacted by customs once your shipment arrives and will have to settle any charges for customs to release the shipment for delivery. Under a DDU service, you will not be charged any tax at checkout, but instead may be subject to import tax upon your goods landing in the destination country.
What is the difference between DDU and DDP shipping?
What is the difference between DDU and DDP shipping?
DDU means that you will be responsible for any import tax required when your order lands in the destination country, whilst DDP means that VAT and import taxes will be already paid for at checkout.
Why can I not see a DDP shipping option for my country?
Why can I not see a DDP shipping option for my country?
Unfortunately, our delivery partners are unable to provide a DDP service to all countries. The circumstances as to whether DDP shipping is offered or not is unfortunately outside of our control.
We are always looking to grow our delivery networks so keep an eye out for when a DDP service is offered to your destination.
I am seeing different prices when I select my shipping country at checkout, why is that?
I am seeing different prices when I select my shipping country at checkout, why is that?
Each EU country applies different tax rates for goods and services meaning that the total price of your order will depend on the destination of your goods.
For example, Denmark has a tax rate of 25% for books, whereas Hungary has only a 5% rate. Therefore, customers shipping to these destinations would each see a different price.
Please note, all EU purchases are subject to sales tax when importing goods from the UK, no matter if sent under an IOSS, DDU or DDP shipping method.
My order qualified for IOSS, but my item has still been held by customs, why is that?
My order qualified for IOSS, but my item has still been held by customs, why is that?
Whilst IOSS is designed to streamline delivery to EU customers, occasionally, customs agents may still spot-check parcels to review the contents of the goods and verify the declared value.
In these instances, your order should still make its way to you swiftly and safely, without any extra fees. If you are incorrectly charged additional taxes or fees upon receiving your order, then please contact your local customs office.