Shipping Policy

We hope that shipping will go perfectly for everyone but there’s always a small chance that it won’t so here’s what we will do about any problems.

Shipping Times
We aim to dispatch all purchases within 4 working days of order receipt. The estimate transit time for shipping is:

  • 3-5 working days for UK addresses.
  • 7-10 working days for international ad-dresses.

Lost & Returned Shipments
Lost and returned shipments will only be resent once. If you do not receive them the second time we will instead offer you:

  • If we are at fault (i.e. lost shipment): A full refund of your pledge and shipping.
  • If you are at fault (i.e. wrong address, didn’t collect, etc.): A full refund (minus fees & shipping charges) of your pledge.

Shipments will be considered lost after the relevant waiting period:

  • 6 weeks from date of shipment for UK addresses.
  • 12 weeks from date of shipment for inter-national address.
Please feel free to contact us before this date to let us know if your purchase has not arrived but we will be unable to send a replacement until the waiting period is complete.

Incomplete Pledge Manager
We will reserve your pledge for 3 months from the date of receipt of games from our manufacturer or from the final call for address and shipping payments (this will be clearly labelled), whichever is later. If you have not provided us infor-mation/payment in order for us to ship your pledge to you: we will continue to attempt to con-tact you by all means available to us for 1 month after this deadline. After this point we will assume that you do not want your pledge and will put your pledge into our retail stock (storage costs us money!). However, if you contact us after this point and:

  • We have stock and receive shipping payment at the current rate, we will fulfil your pledge as ordered.
  • We can only fulfil part of your pledge, we will give you the offer of fulfilment of as much of your pledge as possible plus a refund of any item(s) that we cannot fulfil (minus fees) OR a full refund (minus fees).
  • We do not have any stock, we will offer you a full refund (minus fees).
Please note, for refunds of lost items, we will ask you to wait the full waiting period before issuing the refund.

Missing / Damaged Components
Missing and/or damaged components will be shipped out to you free of charge.

Components lost or damaged by you will be replaced (if we have stock) but will attract a small charge to cover our costs.

Claims Period
You will have 6 months from the date of shipment to lodge any complaints or issues with regards to the goods being received.

Contacting Us
If you bought your game directly from a retailer, then in the first instance please follow up with them.


If you bought it directly from Wren Games, either through Kickstarter, CrowdOx, Amazon, eBay or other online store, then please email us at support@wrengames.co.uk letting us know the problem, and (if relevant) photos of the damaged parts.


Author: Janice Turner, Director, Wren Games
Reviewed: Stu Turner, Director, Wren Games
Issue: 2.0
Last Updated: 25th February 2019

Subscribe
© 2024 Wren Games

Don't miss out!

Sign up to our mailing list to stay up to date on our latest releases and updates!

  • Be the first to hear about our new releases and offers.
  • Follow the development of our new games.
  • Learn how to get involved in our beta testing and playtesting.

You can change your mind at any time by clicking the unsubscribe link in the footer of any email you receive from us, or by contacting us at janice@wrengames.co.uk. We will treat your information with respect and will never knowingly pass it on to third parties without your prior consent. By clicking above, you agree that we may process your information in accordance with these terms.

We use Mailchimp as our marketing platform. By clicking below to subscribe, you acknowledge that your information will be transferred to Mailchimp for processing. Learn more about Mailchimp’s privacy practices here.