Delivery Information
- 1. Dispatch Times
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Dispatch times for items In Stock
Over 99% of items will be DISPATCHED by 4pm the next working day.
Order Day and Time Dispatch Day and Time Mondays up to 1:30pm DISPATCHED by 5pm Tuesday Tuesdays up to 1:30pm DISPATCHED by 5pm Wednesday Wednesdays up to 1:30pm DISPATCHED by 5pm Thursday Thursdays up to 1:30pm DISPATCHED by 5pm Friday Fridays up to 1:30pm DISPATCHED by 5pm Monday Saturdays up to 1:30pm DISPATCHED by 5pm Tuesday Sundays up to 1:30pm DISPATCHED by 5pm Tuesday Bank Holidays up to 1:30pm DISPATCHED by 5pm Wednesday Christmas Eve to New Years Day DISPATCHED within 2 working days in the New Year Dispatch times for Pre-Orders
All pre-ordered items will be dispatched on the day we receive stock, this can vary between studios and labels. Many items are dispatched 1 or 2 days before release by 1st class post. However we can only guarantee that all pre-orders will be dispatched by the release date. We will do our very best to dispatch games before release (normally a Friday for new games) to get them to you on release or soon after. However, please do not rely upon your order arriving on release day because there are so many factors involved, especially in new games releases that we simply cannot absolutely guarantee it.
Note: It is possible for New Releases dates to be changed where a studio or label has problems getting sufficient units available for all pre-orders manufactured in time so please check our site for the latest release date information.
Dispatch times for items on Back Order
Less than 1% of orders may not be dispatched next day and the status will be changed to Back Order and dispatched in a few days. This can happen with any retailer, including that superb retail giant, Amazon, however we do try to minimise this and will keep you informed of what the likely dispatch will be so you can decide whether to wait or cancel. These statistics may help you: 90% of Back Order items are dispatched within 1 week. 5% of Back Order items are dispatched within 4 weeks. 5% of Back Order items unfortunately cannot be re-stocked within 4 weeks for various reasons, in which case we will release any payment reserved from your card for the item and cancel the order for you. You can also cancel a Back Order at any time before Dispatch, simple log in to My Account and click the Cancel button for that item. If you are unsure whether to cancel or wait, please Contact Us for advise.
Note: Back Orders happen for a number of reasons, the most common being that because of the great bargains we hunt down for our customers first we often have the best price on the internet for a particular item and once word gets out, especially if it is highlighted by bargain hunters on internet forums, the stock sells out faster than the website stock levels can be updated. Stock data is updated every 30 minutes throughout the working day, however it may take an hour or so for a sold out item to be updated on the website due to the time between placing your order, payment being taken and the item being locked for dispatch to you. Our dispatch team is also trained to administer strict quality control checks to make sure all items are dispatched in the best possible condition.
If a problem is found the item will also be placed on Back Order and a new item requested for you, this normally only adds 1 or 2 days to the dispatch time while we check in the new stock. If your item does change to Back Order and it is not very urgent we recommend that you give it a week before cancelling because there is a good chance that if we cannot get stock within a few days then many other retailers will have the same problem. In this case you might prefer to keep your place in our Back Order queue just a little longer so that when the item is re-stocked you will get yours dispatched as a priority.
- 2. Delivery Times
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Normal Delivery
We dispatch daily by Royal Mail via Jersey Post using 1st class recorded delivery from Jersey. Jersey is outside the European Union and items do have to pass through UK Customs on their way to you. Royal Mail advise us that 1st class items are normally delivered in 1 to 5 days from dispatch but may take longer if they are larger or occasionally if an item is queried by Customs. After 14 working days we can trace the item for you. The most common query we have is where delivery was attempted but nobody was home so if you have not received your item within 5 days of dispatch then please phone your local sorting office Guaranteed Delivery.
Unfortunately we do not currently offer guaranteed delivery times or dates at the moment but if this changes in future we will update the information here. If you require a guaranteed delivery time or date then we can only recommend ordering from your local Amazon website and using their Express Delivery service, however please note this may increase the cost of your purchase somewhat. Our normal delivery service is very quick and reliable and we have helped to keep cost down for our customers by sending all items by 1st class recorded post with over 99.9% reliability so until now we have not needed to offer Guaranteed Delivery because ours is so good anyway.
Christmas Delivery.
Please allow extra time in November and December for delivery, as the Post Office always gets busier as Christmas approaches. 99% of items are delivered in 1 to 5 days and customers are very happy. 1% of items can take up to 14 working days so we advise nearer Christmas to check with your local sorting office to see if they have the item and what the expected delivery time for your area is currently for items dispatched from Jersey 1st Class. Our recommend last ORDER time for Christmas Delivery this year is 1:30pm Friday 14th December 2007. Our last DISPATCH time that the post office predict will arrive in time for Christmas is 4pm Wednesday 17th December 2007, however due to Royal Mail workload at this time of year we cannot 100% guarantee delivery by Christmas so please order early if possible.
Note: We cannot guarantee deliver in time for Christmas but normally 99% of items will arrive in time, if an item does arrive late then don't worry, we will accept unused returns up until the end of January.
- 3. Delivery Charges
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UK & Channel Islands
addresses receive FREE delivery on all orders!
European & Republic of Ireland
address delivery is £3 per item due to the high costs of international delivery from our dispatch location. However this is still very good value, other retailers may simply hide this in the price when converting to Euros.
North American
address delivery is £8 per item due to the high costs of international delivery from our dispatch location. However this is still very good value, other retailers may simply hide this in the price when converting to Dollars.
Note: Occasionally an item may incur an import charge, in the event this happens, please contact us. - 4. Delivery Addresses
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It is important that the delivery address is correct at the time of dispatch. Failure to do this will result in your order being sent to a different address or returned to us. It is your responsibility to provide a safe and secure delivery address and being able to accept delivery or collect from your local Sorting Office. All normal DVD, CD and Games packages will fit through a normal letterbox or into a normal mailbox. For larger items you should ensure safe delivery can be made during your local postal delivery times, collected from your local sorting office or why not use your work address if it is more convenient? Note: You can change the delivery address at any time up until an item has the status Moving to Dispatch, simple email us amended details.
- 5. Recorded Delivery
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Recorded Delivery means that the postman will require a signature for delivery and if you are not home they should place a card through your letterbox to let you know you can collect the item from your local sorting office. Sometimes these cards can go astray so if you have not received your item within 5 working days, please phone your local sorting office to check as they will probably still have the item. If the item remains uncollected for 14 days, they will return the item to us. We will advise you if an item is returned to us and offer you a choice to have the item re-dispatched or refunded.
- 6. Packaging
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When you order from FOXY, purchases are always delivered in plain protective packaging. The label will clearly state your address, our return address and a customs compliance declaration. All goods supplied from this website comply with the relevant Jersey Laws of the Channel Islands.
- 7. Order Tracking
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You will be notified of the progress and dispatch of your item by email and within the My Account area of the website.
- 8. Late Delivery
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If for some reason you have not received your item 7 days after receiving a dispatch notice email please contact your local sorting office (which can normally be found in the phone book) to check if they have it, the vast majority of non-arrivals will be here awaiting collection.
- 9. Lost Delivery
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If in the very unlikely event that 14 days pass from the dispatch notice and you still have not received your item please contact us and we will trace your package. Please note that until 14 days have passed we may not be able to trace your package with Royal Mail so please be patient. Then, after 14 days we can send out the FOXY search and rescue squad to help you, so do contact us then and it will be resolved.
Note: Despite some hearsay, it is very rare for an item to actually be lost in the post, it is far more common that the delivery could not be made because it would not fit through the letterbox or nobody was at the address to receive it and the item was not collected from your local Sorting Office so was returned to us. If you claim an item to be lost then we will log a query against your postcode internally and with the post office to see if there are any problems in your area and if it is necessary for further investigation so please be patient if the item is not found and we will to investigate any potential problem on your behalf. We will always make sure genuine lost and uncollected items are replaced or refunded. We aim for 100% customer satisfaction and hope that you will understand the time it takes to offer such a thorough service because we want you to shop with us again and again with confidence. - 10. Damages & Returns
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If an item arrives with you damaged then it must have happened in the post and we apologise for the inconvenience and disappointment. Please simply return the item to us in the original packaging, well packed and by recorded delivery so that we can claim the damages back from the carrier. Please specify whether you would like a replacement or refund, if you do not specify then we will refund your account by default.
Note: We offer a very fast and reliable service but very occasionally something does go wrong, however if it does, don't panic, we assure you we will do everything we can to trace the cause of the problem and fix it for yourself and future customers. Thank you for your custom and giving us a chance to offer the best possible customer service.
