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                                                                We have put together the below guides for our new UK and European retail customers on what to expect when working with us.
                                                                United KingdomEurope

                                                                Account handler:

                                                                You will be assigned one of our account handlers to look after all of your supply needs. They will be your main port of call while using our services. They will keep you up to date on all exciting products and event support that we offer. If you want to be contacted at specific times, please discuss this with your account handler and they can arrange to call you at those times.

                                                                Placing Orders & Delivery:

                                                                Our office is open Monday to Friday from 9am to 5.30pm.
                                                                Our account handlers will process orders from 9am-4pm Mon – Thu, and from 9am-2pm on Fridays. You can place an order over the phone, via email or fax. We would advise that if you are to send an order via email that you use our spreadsheets where possible, and recommend you incorporate our product codes into your system as this reduces the risk of input errors. Please make sure that when you place orders you pay careful attention as to how the product comes, most products are ordered in singles, though when ordering accessories, collectibles and CCG’s these more commonly come in cases or CDU’s of multiple units.

                                                                Once processed, orders are despatched within 48 hours, with most orders leaving on the same day they are taken. Our standard courier service is via DPD on a one day delivery service (mainland UK). We will also set up your mobile phone number & email address to receive DPD delivery notifications, which will keep you up to date on when your order will be delivered. On the day of delivery, DPD will send you notification of an hour window in which to expect your order. If you experience any issues with your delivery, please contact your account handler who will be able to assist you further.

                                                                When ordering a specific item for a customer, we recommend that you only inform your customer that you have the item when it has been delivered to you. While we strive to provide a quick and efficient service, errors do occur from time to time. It’s always advisable to wait till you physically have the product before you inform the customer their order has arrived.

                                                                When planning to run specific events or activities in store that require stock, it is advisable to order these well in advance as we cannot guarantee that we will still have stock of the product you require or that it will arrive the next day. Saturday deliveries can be arranged if they are required, they will cost an additional £15 for the first carton shipped and £10 per carton thereafter. Saturday deliveries are not guaranteed and there are no refunds on failed deliveries.

                                                                New Releases:

                                                                Every week we have a new offering of products to bring to the market. We aim to send details of these out on a Friday as close to midday as possible. As soon as we send this list out our sales team can start taking orders on these lines, we advise that you place your new release order as soon as possible so that if there are any popular lines that sell out, you stand the best chance of receiving stock. On occasions we may choose to allocate or restrict how many of a line each client can order, to spread the stock out on lines that prove popular. Where possible we will look to re-order these lines quickly, though restock times can vary greatly depending on availability of the product with the manufacturer and from where in the world the product needs to travel from. New Release orders will be processed on the following Monday or next working day if there is a Bank Holiday.

                                                                Some new release lines will have advertised release or on-sale dates; please ensure these are respected at all times. Stores selling before stated release or on-sale dates are in breach of our terms and conditions and may have their orders delayed to protect the manufacturer’s release date or where repeat offenses occur we may cease supplying you with goods.

                                                                Stock list:

                                                                Each week we will send out a complete stock list of lines that we currently have available with the new release sheets. This will give you a very good idea of which games are currently available to order and we’d recommend that you keep this stock list on your desk top, as it will aid you with customer enquiries, if a line is showing as low stock, you may want to check with your account handler as to availability and place an order as soon as possible to get the good.

                                                                Restock list:

                                                                For our hobby customers, most working days (Mon-Fri) we send out a restock list showing lines that we have recently received back in stock. These are always worth checking as soon as you receive them to get the lines you have been waiting for back on your shelves. Toy customers can also receive these re-stock lists, please ask your account handler.

                                                                Pre-Orders:

                                                                Each month we send out two pre-order forms – a Master form and a separate form for Wizkids products. Where possible we will include links to the manufacturer’s web product page which may have more information regarding the product. Please bear in mind that all prices and release dates are subject to change. Place your pre-orders with your account handlers for all the lines you would like to buy.

                                                                We will endeavour to fulfil all pre-ordered lines in full, although depending on availability of a line, on occasions it may be necessary for us to allocate stock. Once we have informed you that a pre-ordered line is available, we ask that you make every effort to place a carriage paid order for the pre-ordered line within the week of its release. We will make every effort to ensure your pre-orders remain available for you to order on the week it is released. Any pre-orders not processed after this release week will be cancelled and remaining stock made available to all clients.

                                                                For major new releases – e.g. Magic the Gathering block releases, X-wing ship releases – to ensure that we can process all our clients’ orders in good time, we will look to process these pre-orders as soon as possible and separate from other orders. Under carriage paid orders will still be contacted by their account handlers to make up the order first, though this may cause delays in the order being processed.

                                                                Events:

                                                                If you run a special event, we can look to assist you by providing demonstrators for key lines that we support. We ask that you can ensure that the event is well advertised, receives a good footfall and that bring in suitable stock of lines being demonstrated. Contact our demonstration team to discuss the details of your event.

                                                                Organised Play:

                                                                We facilitate marketing activity for many of our key suppliers – Wizards of the Coast, Pokémon, Wizkids, Yu-Gi-Oh!, Fantasy Flight Games and more. Each manufacturer’s program of events and requirements vary, though many insist that you have a physical retail store to qualify. Make sure that you always sanction events in good time and order/confirm stock requirements with your account handler as soon as possible. In today’s gaming market Organised Play activities are essential for maintaining a good customer base and bringing new consumers to the world of gaming.

                                                                Returns Policy:

                                                                If you receive goods in a damaged or unsuitable condition we will happily have them back or arrange a discount. Please contact your account handler to report any issues with goods within 48 hours of receipt. Your account handler can issue you with a returns number so that you can send the product back to us. The value of the product (and the cost of the postage back to us) will be credited to your account. Authorized returns must be returned within 7 days. If you are a frequent client with us, we suggest that you add a replacement line (if necessary) with your next order. Otherwise you can discuss with your account handler if it is possible for us to ship you a replacement.

                                                                Images & Text:

                                                                We do not provide an image or copytext service to our clients, such data is widely available on the internet. If you are truly struggling to find text or images for the occasional line, please contact your account handler and we will see if we can assist.

                                                                We hope you enjoy using our services and we wish you success with your business.

                                                                Account handler:

                                                                You will be assigned one of our account handlers to look after all of your supply needs. We have account handlers who are able to speak to you in English, French, Spanish, Dutch, Portuguese, German and Turkish. They will be your main port of call while using our services and will keep you up to date on all exciting products and support that we offer. If you want to be contacted at specific times, please discuss this with your account handler and they can arrange to call you at those times.

                                                                Placing Orders & Delivery:

                                                                Our office is open Monday to Friday from 9am to 5.30pm.
                                                                Our account handlers will process orders from 9am-4pm Mon – Thu, and from 9am-2pm on Fridays. You can place an order over the phone or via email. We would advise that if you are to send an order via email that you use our spreadsheets where possible, and recommend you incorporate our product codes into your system as this reduces the risk of input errors. Please make sure that when you place orders you pay careful attention as to how the product comes, most products are ordered in singles, though when ordering accessories, collectibles and CCG’s these more commonly come in cases or CDU’s of multiple units.

                                                                Once payment is received, orders are despatched within 48 hours, with most orders leaving on the same day they are taken. Our standard courier service is via DPD and your account handler will be able to advise you further on when to expect delivery. We will also set up your mobile phone number & email address to receive delivery notifications, which will keep you up to date on which day to expect delivery. If you experience any issues with your delivery, please contact your account handler who will be able to assist you further.

                                                                Please note that for orders outside the UK, shipping charges may be incurred and vary between countries. If you are using your own freight forwarder, please advise your account handler so we can arrange a delivery to them or collection for your order.

                                                                When ordering a specific item for a customer, we recommend that you only inform your customer that you have the item when it has been delivered to you. While we strive to provide a quick and efficient service, errors do occur from time to time. It’s always advisable to wait till you physically have the product before you inform the customer their order has arrived.

                                                                When planning to run specific events or activities in store that require stock, it is advisable to order these well in advance as we cannot guarantee that we will still have stock of the product you require or that it will arrive the next day.

                                                                New Releases:

                                                                Every week we have a new offering of products to bring to the market. We aim to send details of these out on a Friday as close to midday GMT as possible. As soon as we send this list out our sales team can start taking orders on these lines, we advise that you place your new release order as soon as possible so that if there are any popular lines that sell out, you stand the best chance of receiving stock. On occasions we may choose to allocate or restrict how many of a line each client can order, to spread the stock out on lines that prove popular. Where possible we will look to re-order these lines quickly, though restock times can vary greatly depending on availability of the product with the manufacturer and from where in the world the product needs to travel from. New Release orders will be processed on the following Monday or next working day if there is a Bank Holiday.

                                                                Some new release lines will have advertised release or on-sale dates; please ensure these are respected at all times. Stores selling before stated release or on-sale dates are in breach of our terms and conditions and may have their orders delayed to protect the manufacturer’s release date or where repeat offenses occur we may cease supplying you with goods.

                                                                Stock list:

                                                                Each week we will send out a complete stock list of lines that we currently have available with the new release sheets. This will give you a very good idea of which games are currently available to order and we’d recommend that you keep this stock list on your desk top, as it will aid you with customer enquiries, if a line is showing as low stock, you may want to check with your account handler as to availability and place an order as soon as possible to get the good.

                                                                Restock list:

                                                                For our hobby customers, most working days (Mon-Fri) we send out a restock list showing lines that we have recently received back in stock. These are always worth checking as soon as you receive them to get the lines you have been waiting for back on your shelves.

                                                                Pre-Orders:

                                                                Each month we send out two pre-order forms – a Master form and a separate form for Wizkids products. Where possible we will include links to the manufacturer’s web product page which may have more information regarding the product. Please bear in mind that all prices and release dates are subject to change. Place your pre-orders with your account handlers for all the lines you would like to buy.

                                                                We will endeavour to fulfil all pre-ordered lines in full, although on occasions it may be necessary for us to allocate stock. Once we have informed you that a pre-ordered line is available, we ask that you make every effort to place an order within the week of its release. The lines you have pre-ordered can be combined with existing stock items to help you meet our required minimum order value. We will make every effort to ensure your pre-orders remain available for you throughout the week of release. Any pre-orders not processed after this release week will be cancelled and the stock will be made available to all customers.

                                                                Events:

                                                                If you run a special event, we can look to assist you by providing demonstrators for key lines that we support. We ask that you can ensure that the event is well advertised, receives a good footfall and that bring in suitable stock of lines being demonstrated. Contact our demonstration team to discuss the details of your event.

                                                                Organised Play:

                                                                We facilitate marketing activity across certain European territories for many of our key suppliers – Wizards of the Coast, Wizkids, Fantasy Flight Games and more. Each manufacturer’s program of events and requirements vary, though many insist that you have a physical retail store to qualify. Make sure that you always sanction events in good time and order/confirm stock requirements with your account handler as soon as possible. In today’s gaming market Organised Play activities are essential for maintaining a good customer base and bringing new consumers to the world of gaming.

                                                                Returns Policy:

                                                                If you receive goods in a damaged or otherwise inappropriate condition we will be happy to come to an arrangement to make up for it. Please contact your account handler to report any issues with goods within 48 hours of receipt.

                                                                Images & Text:

                                                                We do not provide an image or copytext service to our clients, such data is widely available on the internet. If you are truly struggling to find text or images for the occasional line, please contact your account handler and we will see if we can assist.

                                                                We hope you enjoy using our services and we wish you success with your business.