FAQ
 
ANSWERS? WE'VE GOT THEM.
Here are the questions we are most frequently being asked.

This varies from range to range but our typical discount is 10%. All items are listed with discount taken into account. This should be displayed as the RRP crossed out and our discounted price fully visible. We never hyper-inflate the RRP but if you spot a price that seems wrong, please get in touch! * Please Note: The RRP values used are the manufacturers recommended retail price which is subject to change depending on the manufacturer, or the country in which the product was made.

We stock thousands of items from the most popular ranges in the industry. Due to popularity we do find some items don’t stay in stock for very long. Stock levels are live and displayed on products. If you’re unsure or would like us to check before completing your order please get in touch. Once you complete your order the in stock items are allocated to the order.

We allocate the items to your order specifically that are in stock when the purchase is complete. Any items which need ordering in are done as soon as possible. Unfortunately unless your order large enough to cover multiple free shipments we can not split your order without additional charges being incurred. For example: Dave orders £115 worth of Warhammer 40k for his Space Marines, one of the items is not in stock. As Dave's order exceeds £100 he has qualified for free UK shipping, but only once. His order is held until the last item arrives then it is all posted together. Dave can offer to cover the regular charge and have his order split. Dan orders £210 worth of Marvel Crisis Protocol and there are three items not in stock. Dan can request to receive two parcels, the first will contain all items in stock at the time of ordering. The second parcel will contain the remaining items that were not in stock which are shipped once they have all arrived. This is possible as Dan has submitted an order large enough to qualify for Free postage for two deliveries.

On any pre-order item you will see a date, this is the date we expect it be delivered to you. We will never ship products to arrive ahead of a global release date as this is against the terms of trade we have with manufacturers and suppliers. Some products unfortunately may take a little longer and will usually be with you shortly after the release date. Please note that whilst we make every effort to deliver on the date listed there are occasions where unavoidable delays occur such as customs inspections, manufacturing faults or mis-packs! We promise to update listings with the most up to date information we have so that should always be the first place to check if you are worried about delays. In the event of stock limitations we allocate to orders chronologically. This is rare and rarely comes with a warning but we will do our best to pass on information as it comes through to us.

Unfortunately not this moment in time. If you have missed something off of your order the only solutions available currently are to refund the order to a voucher (instant) or to your original payment method (time varies) and place it as a new order.

We appreciate that circumstances can change suddenly and this means you might need to request a cancellation for an order. If this is the case please contact us via email, include your order number and confirmation that you would like to cancel your order. Please also confirm if you would like your payment refunding to your original payment method (time varies) or a voucher (typically instant). We are unable to process cancellations over the phone, we need confirmation in writing. Please include your order number as part of the title of your email.

Shipping charges can be found at check out. Orders over £100 are free.

We are allowed to send Games Workshop products to the Mainland UK only, we can not ship products outside of this region. Other ranges may be shipped worldwide. Please contact us before placing your order if you are unsure.

We aim to ship all in stock orders within 48 hours of the order being placed. This means that the majority of orders arrive in two to four business days. In the event we need to order additional stock this may increase the delivery time. The exact number of days an order will take varies depending on when it is placed. Typically orders with pre-order products in will be usually be sent the day before. European countries typically take 4-10 days to arrive but vary depending on location. Please allow up to 14 days from release for pre-order items. Rest of World destinations vary significantly, please contact us for an estimate if time is critical for your order.

When you log into your account you will see a section entitled ‘My Orders’. In this section you will be able to check all of your previous orders. You can contact us with your order number for further information. If you need any further assistance please contact us using Facebook, Twitter, our contact form or email. You can also contact us via phone during our opening hours.

If you live outside the UK, Republic of Ireland or the European Union you may be subject to import taxes or customs duty. We are not responsible for any of these charges and we suggest you contact your local customs office to establish what charges, if any, you may be liable for. Please don’t ask us to doctor the CN22 Customs Declaration sticker on your package – it’s against the law to provide false information!

If your parcel does not arrive when expected please contact us via the ‘contact us’ form, email or phone. We are open 7 days a week and will happily help you find your order. The first place to check is you local sorting office, as they may have attempted delivery already.

Please contact us should your goods arrive damaged or unfit for purpose. We will ask you for photo’s of the damaged goods as well as any damage to the packaging it was sent in. We can then contact the couriers and arrange replacements for you.

In the event that your parcel is missing one or more items that you were expecting please complete the following steps: 1. Double check all items against your order receipt (email or physical) 2. Contact us via email, phone, Facebook or pop in store. 3. We will endeavour to contact you back within 1 working day. 4. We will do full investigation on what happened and aim to rectify the issue ASAP

Not a problem, whatever the reason you are welcome to return an order, please see below for more details. We will accept returns within 30 days of dispatch under the following conditions: 1. Items must be in their original packaging and unopened. 2. Items returned are at the buyers expense. Items arriving damaged should be reported within 48 hours of parcel receipt please follow these steps: 1. Take a picture of the item(s) and all associated packaging. Without these we can not place a claim with the courier. 2. Contact us with the pictures and details of the damaged products. 3. We will assist you returning the product to us or the appropriate office. 4. Once all of the above have been completed we may be able to send a replacement out whilst the claim is processed. Please note none of these terms affect your statutory rights.

Missing or damaged parts can be replaced by ourselves or manufacturer, this varies from company to company. Certain manufacturers have missing parts services and we encourage the use of them where possible, this is simply so that you can receive your missing parts as quickly as possible. We are always available to help process a claim with the manufacturer however our years of experience show that manufacturers will typically process claims to end-users faster and directly to your delivery address. If you have any issues contacting these manufacturers please contact us immediately.

Please don’t hesitate to get in contact via Facebook, Email or Phone.

Stronghold Games LTD run various discount policies: All items are listed with discount taken into account. This should be displayed as the RRP crossed out and our discounted price fully visible. If you do have any questions about discount please dont hesitate to reach out to us! * Please Note: The RRP values used are the manufacturers recommended retail price which is subject to change depending on the manufacturer, or the country in which the product was made.

To provide the best service and give gamers a safe and comfortable visit Stronghold Games LTD has included facilities such as: Tuck Shop Painting Area Gaming Tables Disabled Access Toilet Private Role Playing Room Free on Street Parking: On Wellsted Street directly next to the store. For reasons of safety & security Stronghold Games LTD has also included: Full CCTV System / New Fire Alarm System / Fire Extinguishers, ETC.

We are open 7 days per week. MON - 11:00 - 21:00 TUE - 12:00 - 18:00 WED - 11:00 - 21:00 THU - 12:00 - 18:00 FRI - 11:00 - 21:00 SAT - 11:00- 17:00 SUN - 11:00 - 17:00 * Please Note: Our opening hours are subject to change meaning on busy occasions or special events we may be open later than advertised, or that on extremely quiet periods, or in case of staff emergencies we may have to close a little early depending on the circumstances.

Having put in a great deal of effort and expense to our store we opened on the 23rd of July in 2016 and from that point have quickly become one of Hull’s busiest and most popular gaming stores that brings games from all over the world into the city for people to enjoy. We work closely with and are happy to support local gaming clubs such as: The Hull’s Angels Gaming Club: https://www.facebook.com/groups/216540088448058/ The Hull WARPS University Gaming Society: https://www.facebook.com/groups/HUUWARPS/ We strive to offer a fun friendly and safe experience for the gamers of Hull. If you would like to know more then please contact us on the information above, or even b etter drop into store and speak with our staff. Hopefully we will see you soon. Stronghold Games LTD.

We aim to ship orders with all items in stock within 48 hours of receiving the order. Pre-ordered items will be usually be shipped the day before release to arrive either on release day or shortly after. Orders will only ship once all items are in stock. For more information on our stock system please our FAQs Shipping times vary from location to location as do costs. Please see below. UK Shipping Domestic shipping is available in Standard or store pick up formats. Standard is usually a tracked service typically arriving within 2-4 days, this is available for FREE on orders of £100 or more. You can also opt to ‘collect in store’ which as it sounds enables you to place your order and collect it from our store whenever convenient. There is no charge for this service. International Shipping Shipping rates vary from country to country with each country typically having 2 available rates, DPD and Parcelforce. You are free to choose whichever suits your needs. These rates can change from time to time so it’s always best to double check which offers the best value for money. Shipments are tracked and a tracking number will be provided with your dispatch email. Orders with all items in stock will usually ship within 48 hours. Once shipped, these orders will typically arrive in 4-10 working days. No shipping available? Some locations are not covered adequately with our current shipping providers, this is due to various factors but shipping forwarders are widely available. If you would like a shipping quote for your country please provide a list of items and your location and we will aim to reply within 2 working days. Please note, we are unable to ship Games Workshop outside of Mainland UK.