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Dark Frontier Games - Delivery Policy

1. Order Processing & Dispatch

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  • In-stock items: Orders are dispatched within 1-3 business day (Monday–Friday) of receipt.

  • Pre-orders & back-orders: Charged at time of ordering; dispatched on or within 3 business days of official release date. If delayed by suppliers, we’ll keep you informed and automatically ship as soon as stock arrives.

  • Combined orders: In-stock items are dispatched immediately. Pre-/restock-orders ship separately when available unless you specify otherwise.

     

2. Shipping Options & Times

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Service                                          Delivery Time*                         Notes

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Standard (Tracked Courier)       2–3 business days                   Dispatch Mon–Fri*

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Postal Standard (RM 48)            2–3 business days                   Dispatch Mon-Fri*

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*Excludes weekends and bank holidays. All services include tracked shipping.

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3. International Shipping

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  • Available via Royal Mail or Couriers .

  • Transit times vary by country (e.g., 2–5 days to Europe & North America).

  • Orders ≤ €150 to EU use IOSS (no customs + VAT collected at checkout); EU orders > €150 use DDU (customs charges paid by recipient).
     

4. Order Tracking & Updates

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  • You’ll receive a tracking link once your order ships.

  • If your order is delayed or split, we’ll email you proactively.

  • For pre-orders and back orders for additional prints, will depend on demand.
     

5. Issues, Lost or Damaged Items

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  • Report lost/damaged goods within 14 days of expected delivery.

  • Provide photo evidence of packaging and item damage.

  • We’ll initiate courier investigation and:

    • Offer a replacement or full refund,

    • Reimburse shipping for courier-at-fault damage.
       

6. Refunds & Returns
 

  • Faulty/wrong items: Notify within 14 days, return within 60 days.

  • Change of mind: Notify within 14 days, return within 60 days, subject to a £5 restocking fee for non-fault items over £100. (projects@darkfrontiergames.co.uk)

  • We recommend tracked returns—lost return items remain your responsibility until received.
     

7. Customer Service
 

  • Customer service is available Mon–Fri, 9 am–5 pm via email

  • We aim to respond to queries within 1 business day.
     

8. Commitment to Transparency
 

  • We only list in‑stock items as available; any uncertain stock is clearly marked.

  • If delays occur, we’ll update estimated dates

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