Where can I find more information on your products?
On each product page you can open the accordion tabs labelled “Key Features" & “Specifications” to see further details.
This will give you further details on each product such as weight limitations, dimensions & assembly.
If you require further information please reach out.
My order is late
We apologize for any inconvenience caused by late deliveries from our couriers.
While we cannot guarantee specific delivery times, we strive to ensure that orders are delivered within the estimated time-frames listed on our website.
Please note that any delays caused by couriers are beyond our control, and we regret that we cannot offer refunds for late deliveries.
We assure you that we are doing our best to ensure your package arrives on time.
I have placed an order but I would like to change or cancel my order.
We will always try our best to accommodate such requests, so please contact us as soon as possible. Please be aware that we do have a very limited time window where we can make such changes.
If the order has been fulfilled then it will need to be delivered and returned to make any changes.
My item has arrived damaged, what do I do?
Please don't be concerned if your item arrives damaged.
Our promise to you is that we deliver our products to you in perfect condition 👌
Please reach out to us at sales@outshinegaming.com as soon as you receive your item.
Please include your order number, images of the damage and also images of how the packaging arrived.
We will then process your request - and despatch a replacement item/part for you.
I have tried contacting you but I have not received a response?
We always reply within 1 business day. If you have not heard back within this time frame, something may have gone wrong. Contact us directly at sales@outshinegaming.com
Please consider using an alternative email as your email may have landed in our spam or junk folder.
What payment methods do you accept?
We try and offer as many payment methods as possible.
This includes Amex, Apple Pay, Bancontact, Diners Club, Discover, Google Pay, iDEAL, Klarna, Maestro/Mastercard, PayPal, Shop Pay, Visa.
We are always looking at offering new payment methods.
Can I pay in instalments or at a later date?
Yes, we have two options available – Klarna & PayPal.
Klarna is currently only available for our UK customers.
PayPal "Pay Later" or "Pay in 3/4" is available for the following regions:- France, Germany, Italy, Spain, UK & USA.
Your region and also your individual PayPal account will determine the options which are offered to you during the checkout process.
If you have any questions about this please get in touch
How does Klarna work?
See our comprehensive page dedicated to all things Klarna related here.
How do Pre orders work?
On our pre-orders we always give our most accurate estimated time of arrival.
When you place your order we will send you a confirmation email showing the estimated despatch date.
We will also notify you via email if we encounter any delays with any pre-orders.
Once your order arrives with at our warehouse, we despatch it as soon as possible.
You will receive a separate shipping notification including all details to track your order with one of our delivery partners.
How will I be kept up to date on the status of my order?
As soon as we receive your order we will send an email confirmation (also check your spam).
Once we have fulfilled your order you will receive a separate shipping notification including all details to track your order with one of our delivery partners.
What are your delivery options?
Please see all our delivery times, costs & available regions here.
What countries do you deliver to?
We can deliver anywhere around the world. We work with the worlds leading courier services, to ensure that we are competitive on price.
All the following countries are calculated at checkout:-
United Kingdom, USA, Andorra, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland.
If you see the following message at checkout "There are no shipping methods available for your cart or address" please contact us so that we can arrange a bespoke quotation for delivery.
For more information on delivery times and available regions click here.
Who will deliver my order?
Our preferred couriers are DHL Express & Yodel, they will fulfil most of our orders.
Track your deliveries by clicking below:-
DHL Express
YODEL
Use the tracking number on your email order confirmation.
You can also track your order directly from the thank you page, or order status page which are shown on your email order confirmation.
There may be times when we will use alternative couriers/fulfilment methods. We will advise you after placing your order of which courier your order has been placed with, and provide you with all the necessary tracking information.
Where is my order?
Please use the tracking information on your shipping confirmation email. This will include all your necessary tracking details.
Sometimes there can be unforeseen delays which are out of our control, but we will always do our best to get your order to you.
Can I make specific delivery instructions?
We will always try our best to accommodate special requests but we advise you to reach out to us before placing your order.
If your order has already been despatched then any specific delivery requests such as specific dates, leaving in a safe place, or alternative delivery address – then you will need to reach out to the courier service directly.
I live in a high-rise apartment. Can your products be delivered to my doorstep?
If your apartment is located above the ground floor and your building does not have an elevator or direct lift access, couriers may not be able to deliver larger and heavier parcels to your doorstep.
We advise reaching out directly to the courier if your order has already been fulfilled.
I want to return my item(s)
We want to make returns & refunds as hassle free as possible for you! 😄
Please take a look at our returns & refunds section here.
It is important to get a returns number prior to sending any goods back to our warehouse, as this may slow down any refund.
We also recommend when shipping the goods back to us, ensure that you insure the items for the relevant value, as we cannot be held accountable for any goods which are damaged in transit.
I’ve sent my order back – when can I expect a refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
This is typically within 3-5 working days, but can take up to a maximum of 10.
Should a customer refuse an order due to import duties or taxes, the buyer takes full liability for all the costs involved in the process of returning the order.
We may only be able to offer a partial refund in these instances, as to cover the cost of recovering the items from customs & for any return shipping/duties & tax charges we incur.
Our full returns policy can be found here.
How do I claim the extended 3 year warranty?
To claim the extended warranty, please click here and follow the instructions.
How do I move forward with a warranty claim?
Outshine Gaming offers a 1 year warranty on select products & parts. We will happily send spare parts for items which fall within this time period.
We ask you to email us at sales@outshinegaming.com so that we can move forward with your claim.
Please include multiple images or video to highlight the issue(s) and your order details. We will then communicate with you and send spares or replacement parts.
In the event of improper use, incorrect assembly, neglect, failure to to adhere to the operating instructions, unauthorised repair work, or modifications, the warranty will be void.
Warranty does not include general wear and tear.
How do I assemble your products?
All of our products come with easy to follow assembly manuals. You can also find digital versions on the individual product page under the "specifications" tab.
Where can I access assembly instructions?
All products will have assembly instructions in the “Specifications” tab on their respective product page.
If you need help – please reach out.
The tabletop on my desk does not line up 100% or sit flush.
When assembling our desks make sure that the screws and or bolts are not fully tightened. In the final step(s) make sure that the tabletop sits flush and aligns correctly and then go ahead and tighten the screws.