This section contains the questions that we are most often asked. We've tried to make them as comprehensive as possible, so that you can find the information you want.
However, if you can't find the answer here, please go to our Contact Us page. Drop us a line, we're happy to reply to any query you may have.
What time of day do you despatch games? We run our despatch process in the afternoons, Monday to Saturday. If you are expecting a game, you should receive an email confirming what we have sent you around 4pm.
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What Proof of Posting should I obtain? If possible, we would like you to obtain a "Certificate of Posting" this is free from any Post Office. It is a small certificate that is completed, stamped and dated.
This is only mandatory if you are cancelling your account.
There is no need to pay for recorded delivery or any similar service as we pay the postage.
Please hold onto this certificate until you have confirmation that we have recieved the game back safely.
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According to My Games, a game has been dispatched to me but I have not received it. Although Games are sent out by first class mail, Royal Mail do not guarantee next day delivery. First class mail can take up to 3 days or longer in certain circumstances. However, it's possible that the game has been lost in the post. Please INFORM US IMMEDIATELY AFTER 7 DAYS, by going to the Contact Us page.
We will ask you to complete and return a Lost Item form that will enable us to receive compensation from Royal Mail. You must complete this in line with our terms and conditions.
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Are the Games sent by first or second class mail? First class when we send to you, and pre-paid first class on return.
First Class is a 1-2 day service and so while most games will reach you in a day, it is not guaranteed by Royal Mail.
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Do you ship to my country? At present we ship to the UK only.
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I reported a game as lost but have now found it. What do I do? If you've found a game that you previously reported lost, please send the game back to us so we can update your account.
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I returned a game but according to My Games, Boomerang haven't received it. Although games are returned by first class mail, Royal Mail do not guarantee next day delivery. First class mail can take up to 3 days in certain circumstances. However, it's possible that it could take longer or may be lost in the post.
If you have a Certificate of Posting, please allow 7 working days after posting the disk. If the game has not been received by us after this time, REPORT IT IMMEDIATELY by emailing us from the Contact Us page.
If you have no Certificate of Posting, please allow 7 working days after posting the disk. If the game has not been received by us after this time, REPORT IT IMMEDIATELY by emailing us from the Contact Us page.
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I sent back a personal CD or game accidentally. How do I get it back? Please email Customer Services and we will do our best to locate it for you. If you return Games in none Boomerang packaging or envelope, please enclose your name and address so we can update the appropriate account.
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I'm experiencing unusual mail delays. What should I do? Contact the post office. Unfortunately the Post office does not allow us to perform this task on your behalf.
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I've had several games lost in the mail recently. What should I do? We recommend contacting your local Post Office and telling them the problems you've experienced. You should also contact Customer Services and provide us as many details as you have available.
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I've lost the prepaid return envelope and/or the protective case. How do I return the GAME? Assuming you have only lost the prepaid envelope, please return the GAME and its protective case to the following address:
FREEPOST RSJC-THKG-ZACZ
Boomerang Video Ltd
Northampton
NN3 6LG
If you have lost the protective case as well as the prepaid envelope, it is your responsibility to ensure the game is adequately packaged for transit. Any damages occurring as a result of poor packaging will be chargeable.
We can send out replacement packaging if required.
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Why do I need to obtain Proof of Posting? We only recommend that you obtain proof of posting, it isnt mandatory 9unless you are cancelling your account.
Proof of Posting (called a Certificate of Posting) can be obtained from any Post Office free of charge and covers you when you are returning games to us.
It is a certificate to show that the game was posted by you.
In the rare event that a game is lost in the post, you must provide the original Proof of Posting to Boomerang within 7 days.
Boomerang will then take up the claim with Royal Mail on your behalf.
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What happens if a game I returned is lost in the post? We are aware that a game may occasionally be lost during the shipping process through no fault of the customer.
Therefore, we will not charge you provided you have a Proof of Posting (free from any Post Office) and also provide us with the Proof of Posting within 7 days of the game being mailed.
However, if it becomes obvious that the postal service in your area is excessively unreliable, we may have to cancel your subscription. If you think a disk has been delayed or lost in the post for more than 7 working days, please INFORM US IMMEDIATELY by going to the Contact Us page.
We RECOMMEND that you obtain a Proof of Posting for all the games you return to us.
Please see our Terms and Conditions.
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