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Frequently Asked Questions

1) I have purchased an item which is included in the "Bits & Mortar" scheme, but I have not received the PDF. When will I get it?

2) How soon can I expect my stuff to arrive?

3) Something I want to buy is in your New Releases section. When will I get it?

4) I want to order something to be delivered to me outside the UK, and I see that there may be additional shipping charges for this item. What exactly does that mean?

5) How can I place an entry on your 'Notice Board'?

6) What's the difference between "First Class/Carrier" and "UK Express" for delivery method within the UK?

7) It says the item I want is "currently unavailable". When will it become available again?

8) I am waiting for a new product to reach your shelves and I know it is available. Why haven't you got it yet?

9) How do you handle pre-orders?

10) When is your 'bricks & mortar' shop open?

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1) I have purchased an item which is included in the "Bits & Mortar" scheme, but I have not received the PDF. When will I get it?

The PDFs are not sent automatically when you place your order, we have to confirm with the Bits & Mortar web site that you have purchased the product. Once we have done that an email is sent to the address you provided with a link from which you can download the PDF. We endeavor to do this as quickly as possible, but it can only be done during normal shop opening times.

2) How soon can I expect my stuff to arrive? Will it be in time for Christmas?

We aim to despatch goods on the same day, or day after we receive your order. Some items are marked as 'usually ships in 1 to 3 days'. These items may have to be ordered in specially. Also we do not hold complete stock of some miniatures ranges, and these may have to be ordered in. These ranges will have a note indicating approximate expected delivery times, and we will also email you this information.

3) Something I want to buy is in your New Releases section. When will I get it?

The majority of our new releases arrive with us on a Tuesday. If the Monday was a Bank Holiday we normally receive them on a Wednesday. The new release sections in our web site each have dates. These are the dates the items are expected to arrive with us, but there can sometimes be delays. It is always advisable to call us to check we have received things before travelling to the shop.
We do our best to despatch 'new release' orders the day we receive the stock, but due to the volume of orders for new releases we cannot always do this.

4) I want to order something to be delivered to me outside the UK, and I see that there may be additional shipping charges for this item. What exactly does that mean?

Our standard overseas shipping charges are 20% of the total order value for Europe, and 50% of total order value for the rest of the world. These charges cover the majority of purchases, but in some instances (particularly large board games) we may need to charge extra. The exact amount will depend on a combination of the total weight of items purchased and the country they are being delivered to.
If your order requires extra shipping to be paid we will contact you informing you of the additional amount required. You may of course opt to cancel the order and your payment be fully refunded. If you agree to pay the additional shipping we will ask you to provide credit/debit card details so that we can charge your card, or we will send you a PayPal request for payment if you paid by PayPal.

5) How can I place an entry on your 'Notice Board'?

Please email your notice to us. We will post it as soon as we can but sometimes it may take a while for us to get done. Remember that telephone numbers and email addresses supplied will be visible on our web site once the notice is posted. Leisure Games reserves the right to edit notices as we see fit.
From time to time we delete old notices. If you would like your reinstated please email us. You can also ask us to 'refresh' your notice, moving it back up the page and extending its life. Please also try to remember to inform us of the notice is no longer relevant so that we can delete it to avoid wasting people's time in contacting you.

6) What's the difference between "First Class/Carrier" and "UK Express" for delivery method within the UK?

We generally aim to despatch as many orders as possible on the same day, or at least the day after we receive them, regardless of postage method selected. Orders placed before 10am stand the best chance of being sent the same day but this cannot be guaranteed.
"UK Express" orders will receive priority treatment, and will be despatched by either a 24 hour courier service (for heavier parcels), or Royal Mail Special Delivery. As long as the order is received early enough, bearing in mind that our courriers normally collect from us at around 3 pm, you should receive your delivery next working day. If for any reason we will be unable to get your order delivered next working day we will contact you as quickly as possible.
"UK Express" service to UK Highlands and Islands will often take longer, and in some cases may require extra shipping to be paid.

7) It says the item I want is "currently unavailable". When will it become available again?

We mark items as "currently unavailable" when we sell out, and do not expect a restock within the next few days. This can be for a number of reasons, and more often than not we do not know the exact reason. The possible reasons are:
a) Our supplier for that item is currently unable to supply it - we will restock as soon as it becomes available, but exactly when that happens is dependent on the supplier.
b) We are not in a position to re-stock from that supplier at the moment - we will restock as soon as we are in a position to place an order. Usually we are waiting until we can meet minimum order requirements from that supplier.
c) The item is out of print/discontinued - sorry, we will not be able to supply this unless it is reprinted by the publisher.

8) I am waiting for a new product to reach your shelves and I know it is available. Why haven't you got it yet?

This is a question we get asked all the time. Usually the answer is that it is in fact not available yet. All games and expansions/supplements are proof read and/or play tested well before they are released. In many cases people who have taken part in these essential stages of production will post things online in forums etc which gives the impression that the product has been released.

We will always get stock as quickly as we can. In most cases new releases from the USA are flown over, so there is not usually much of a delay in us receiving them, however delays can be caused by customs etc.

9) How do you handle pre-orders?

Orders containing either more than one pre-order item, or both item(s) which are on pre-order and item(s) which are already available will be held until all items are available to ship in one single shipment, unless:
a) Splitting the order into two or more shipments will not increase the shipping cost.
b) The customer agrees to pay the extra costs incurred in sending multiple shipments. This will normally be the same as if each item was ordered separately.

10) When is your 'bricks & mortar' shop open?

Please see our About Us page for details of our opening hours.


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