Shipping & Returns Policy

Last updated: June 2026

1. Shipping Information

1.1 Processing Times

Orders are processed within 1–2 business days.

Custom arcade builds may require 2–6 weeks, depending on specification.

Orders placed on weekends or public holidays are processed the next business day.

1.2 Shipping Destinations

We ship to:

  • United Kingdom (mainland & Northern Ireland)
  • European Union member states

If you require shipping outside these regions, contact us for a custom quote.

1.3 Shipping Methods & Delivery Times

United Kingdom

  • Standard Delivery: 2–4 business days
  • Express Delivery: 1–2 business days
  • Large Arcade Machines: Pallet or specialist courier, typically 3–7 business days

European Union

  • Standard EU Delivery: 5–10 business days
  • Large Arcade Machines: Pallet freight, typically 7–14 business days

Delivery times begin once your order has been dispatched.

1.4 Shipping Costs

Shipping costs are calculated at checkout based on:

  • Destination
  • Weight and size of items
  • Courier service selected

Large arcade machines may incur additional freight charges.

1.5 Customs, Duties & VAT (EU Orders)

For EU customers:

  • Orders may be subject to import VAT, customs duties, or handling fees.
  • These charges are determined by your local customs authority and are your responsibility.
  • We cannot control or predict these costs.

UK customers are not affected by customs charges.

1.6 Order Tracking

Once dispatched, you will receive:

  • A shipping confirmation email
  • A tracking number (where available)

Tracking updates may take up to 24 hours to appear.

1.7 Lost, Delayed, or Damaged Parcels

If your parcel is delayed or missing:

  • Contact us and we will investigate with the courier.
  • Lost parcels will be replaced or refunded once confirmed by the courier.

If your item arrives damaged:

  • Contact us within 48 hours
  • Provide photos of the damage and packaging
  • We will arrange a replacement or refund

2. Returns & Refunds

2.1 Your Right to Cancel (UK & EU)

Under the Consumer Contracts Regulations (UK) and the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving it.

This applies to: Standard products, Accessories, Parts

This does NOT apply to:

  • Custom‑built arcade machines
  • Personalised artwork
  • Made‑to‑order cabinets
  • Digital downloads

2.2 Return Eligibility

To qualify for a return:

  • Items must be unused, in original condition, and in original packaging
  • You must provide proof of purchase (order number or receipt)

2.3 Return Process

Email us at sales@yourarcade.co.uk to request a return.

  • We will provide return instructions and a return authorisation number.
  • Send the item back using a tracked service.
  • Once received and inspected, we will process your refund.

2.4 Return Shipping Costs

Customers are responsible for return postage unless the item is faulty, damaged, or incorrect.

For EU returns, international return shipping costs apply.

2.5 Refunds

Refunds are issued to your original payment method.

Processing time: 5–7 business days after we receive the returned item.

You will receive a confirmation email once your refund is issued.

2.6 Exchanges

We offer exchanges for:

  • The same item in a different variant (if available)
  • Faulty or damaged items

If the replacement is unavailable, a refund will be issued.

3. Faulty or Defective Items

If your item is faulty:

  • Contact us within 30 days for a repair, replacement, or refund (UK Consumer Rights Act 2015).
  • After 30 days, we may offer a repair or replacement depending on the issue.
  • For EU customers, equivalent rights apply under EU consumer law.

4. Custom Arcade Builds

Custom and made‑to‑order products are non‑refundable, except where:

  • The item is faulty
  • The item arrives damaged
  • We have not met the agreed specification

Custom build lead times are estimates and may vary.

5. Contact Us

For any shipping or returns enquiries, contact us:

Your Arcade
Email: sales@yourarcade.co.uk

Email: info@yourarcade.co.uk
Phone: 07726943310