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FAQs

THE BANDAI NAMCO ENTERTAINMENT EUROPE STORE

Is the store affiliated with BANDAI NAMCO Entertainment Europe Inc?

This website is the official online store of BANDAI NAMCO Entertainment Europe Inc. It is therefore the display window for our motto: "More fun for everyone!"

What are cookies? Do I have to accept cookies on my browser?

You can find all the information you need about cookies here: https://store.bandainamcoent.eu/uk/docs/privacy

Can I comment on a product?

Do you want share your experiences with a product? You can join the community by clicking here and share your comments about our products and services with other members.

I think I found a bug on your website. Where can I report it?

Thank you for helping us improve our store and services, your input is much appreciated. Please contact our Customer Service here and provide as many details about the bug as possible. We will make every effort to fix the problem and will keep you updated.

Where can I find out more about BANDAI NAMCO Entertainment Europe Inc?

BANDAI NAMCO Entertainment Europe SAS is a major video game publisher that operates a vast catalogue of high-quality interactive entertainment software destined for video game consoles, PCs and online. Our games are distributed and sold in 50 countries across Europe, the Middle East, Africa and Australasia. The company, which is owned by BANDAI NAMCO Holdings Inc, is known for creating and publishing many highly successful video game franchises. You can find more information about BANDAI NAMCO Entertainment Europe SAS at https://www.bandainamcoent.eu

LOGGING IN, MY ACCOUNT AND MY PERSONAL DATA

What is "My Account"?

Great question!
With My Account, you can create a personal profile and access a variety of services, including managing your delivery addresses and payment details, and tracking/managing orders. You can also subscribe to our newsletter to be the first to know about promotions and exclusive offers.

Can I order without creating an account?

You need to create an account to purchase from our store.
With My Account, you can create a personal profile and access a variety of services, including managing your delivery addresses and payment details, and tracking/managing orders. You can also subscribe to our newsletter to be the first to know about promotions and exclusive offers.

How do I create an account?

So you want to create an account? Great idea!
It's really simple: click "Log in / Register" at the top of the page and follow the prompts. And let us be the first to welcome you to your very own user account area!

How will my personal data be used?

Your privacy is one of our top priorities. Our partner Scalefast operates a strict privacy policy for your personal data. You can find more details about how your personal data is used and saved in the "Privacy Policy" section here .
In accordance with applicable law, you have the right to access, modify or correct your personal data by logging into your user account or by contacting Customer Service here.

How do I make changes to my account (add, edit or delete my name, address, email, password, etc)?

It's really easy: log into your user account, then click the relevant tab to edit any of the details within it.

I want to add, change or delete one or more of my payment methods. How do I do this?

To delete one of your saved credit cards, go to "My Account" and then the Payment tab. You can save a new card when paying for your next order.

How do I retrieve my password?

Forgotten your password? No need to panic, we've got your back: simply click the link "I've forgotten my password" on the login page to request a new password. You just need to enter your email and a new password will be sent to you.
Tip: change your new password to something memorable straight away so you don't forget it again and can access your account without interruption.

I lost my password and I haven't received an email for generating a new one.

The email is sent when you confirm your order. If you haven't received it, it could be because of your browser or email settings. Check your spam or junk mail folder.
If you still need help, feel free to contact our Customer Service by clicking HERE. They will be happy to assist you.

How do I subscribe to the newsletter?

So you want to subscribe to our newsletter? Great idea! It's the best way to be among the first to hear about our news, promotions and exclusive offers.
To subscribe, go to "My Account Details" in your account, then put a tick in the box next to the sentence "I agree to receive special offers and promotions from BANDAI NAMCO Entertainment Europe".

How do I unsubscribe from the newsletter

It's easy to unsubscribe if you no longer wish to receive our news, promotions and exclusive offers. And you can always subscribe again at a later date if you've changed your mind.
To unsubscribe, go to "My Account Details" in your account, then untick the box next to the sentence "I agree to receive special offers and promotions from BANDAI NAMCO Entertainment Europe".

How do I delete my account?

Are you sure you want to delete your account? If you have any type of complaint, please contact Customer Service so they can try and resolve it.
Still want to delete your account? Click HERE to send your request to our Customer Service and they will take care of it as soon as possible.

PRODUCT HELP BEFORE PURCHASING

Where can I check clothing sizes?

We know that clothing sizes can be really confusing so we are here to make some sense out of it and to help you to look your best:


T-shirts:

Hoodies and zipped hoodies:

How do I know if my computer is compatible with the game I want to buy?

It's important to know if your computer specifications meet the minimum requirements to properly enjoy your game.
You can find the minimum system requirements for each game on the product details page.

I'm looking for information about a game before I buy it.

Check the game's product details page in the store to find lots of information and answers to your questions. You can also contact support by clicking HERE
They will be happy to answer any questions you have about our games.

PRICES, PAYMENT METHODS AND PAYING FOR YOUR ORDER

What are the different ways I can pay for store items?

We want to make your life easier so we accept credit cards (VISA®, MasterCard®, American Express®, Carte Bleue) as well as Paypal payments.
All information sent to us is encrypted so you can rest assured your credit card data will be secure.

Are card payments made on your website secure?

Rest assured, data security is one of our top priorities and our goal is that shopping with us is fun and stress-free. All connections to payment operators are encrypted and protected using SSL technology, the world's most widely used secure communications protocol. This is our guarantee that your sensitive data is secure when sending it to us. Furthermore, we do not save any card details on our servers.
The payee name for the transaction and that will appear on your bank statement is Scalefast.

Does my invoice address need to match the address associated with my credit card?

To authorise your credit card over SSL when making a purchase, you must enter the invoice address exactly as it appears on your credit card statement.

When will my credit card be charged?

For any purchase, your credit card will be charged as soon as the order has been processed.

Why was my credit card declined?

Having trouble making a purchase?

There are several reasons why a payment might not go through:

First of all, you should contact your bank to obtain additional information and check the status of your credit card. If you still need help, feel free to contact our Customer Service by clicking HERE. They will be happy to assist you.

I am having trouble paying with PayPal.

We do not accept payments from unverified PayPal accounts or eCheck payments.

If you are paying with a PayPal account that is not linked to a credit card, you need sufficient funds in your PayPal account to complete the purchase.

The name Scalefast appears on my credit card statement. Is this right?

Don't worry, this is right!

Scalefast is the authorised reseller used by BANDAI NAMCO Entertainment Europe for all products available on its online store.

Why have I been charged for a purchase that failed or charged twice for the same product?

In both cases, when your order has been flagged by the fraud prevention system, your bank may put a hold on the funds for five working days. The amount will therefore appear as held, but will not be debited by Scalefast. Please contact your bank for more information on held funds. If you notice that the funds are still on hold after five working days, please contact Customer Service HERE so we can help to resolve the issue.

Will there be a sale on the item I want to buy?

Looking for a killer deal? Well, you're in luck because we have promotions and exclusive offers all year round.

The best way of being one of the first to know is by subscribing to our newsletter. Find out how to do this by clicking HERE.

ORDERING FROM THE STORE

How do I use a coupon code?

Are you the lucky owner of a coupon code? Well hurry and fill up your basket. Time for some shopping!

When you go through checkout (Step 1: Basket), click the option "Click here if you have a coupon code" and then enter your code. If it is valid it will be applied automatically.

I ordered but didn't receive a confirmation email. Is this normal?

The email is sent when you confirm your order. If you haven't received it, it could be because of your browser or email settings. Check your spam or junk mail folder. If you still need help, feel free to contact our Customer Service by clicking HERE. They will be happy to assist you.

Can I order an item that is temporarily out of stock?

Depending on availability, you may have the option of joining a waiting list. This means you will be notified when the item is back in stock. But please note that being on the waiting list does not reserve or order the item for you. So you will need to order quickly before it's out of stock again!

Can I receive an alert when an item is back in stock?

If you have joined the waiting list, you will notified when the item you want is back in stock.

The page keeps saying that my order is being processed.

Your purchase is usually authorised immediately.

However, there are rare occasions when the authorisation process can take up to four hours. If the purchase does not go through after four hours, please try to purchase again.

If you are using a payment method that redirects to an external page (such as PayPal), you will be redirected back to the store after confirming your purchase. The authorisation process can therefore take 60 seconds. To avoid potential problems, do not click the back button of your browser or close the browser window.

PRE-ORDERS

Can I pre-order games?

Want to be one of the first to play a game or can't wait to play it?

We know how it feels, which is why you can pre-order most of our games before they are available in stores!

The release date for our games appears on each game's product details page on the store.


For pre-orders, you will be invoiced immediately and so all you have to do is wait for the game to be released, nothing else!


For physical media, we aim to send the game early enough so you receive it on its release date. For digital products, you will receive the confirmation email and activation details on the day of its release.


Tip: note that you may have the option to pre-download digital games. This will show up in your game library a few days before release.

If I pre-order a game on physical media from your store, will I receive it on its release date?

Can't wait to play?

We understand how important it is to get your game as soon as possible, so rest assured that we make every effort to ensure you receive the game on the day it releases.

Note that customs or unforeseen shipping delays means that we cannot guarantee release-day delivery.

If I pre-order some items and also other items available immediately, do I have to play multiple delivery fees?

We like to give you as much choice as possible, so where you have ordered some items available immediately and others on pre-order, you have two options:


Tip: if the pre-ordered item is a digital product, there are no delivery fees because it will be emailed to you.

How do I receive a pre-ordered digital product?

One of the benefits of pre-ordering is receiving the item as soon as it's available, right?

We totally understand, so you can rest easy knowing that on the day the product is released you can access your order from your account, where you will find all the information you need to activate your content.

Can I pre-order an item at the same time as ordering an item available immediately?

We want to make things easy, so you just need to order once, whether the items are available immediately or not.

You will be invoiced for the entire order (pre-ordered items and items available immediately). The items available immediately will be delivered shortly after ordering, and you will receive a confirmation email when the pre-ordered items are available and ready for delivery.

When will I be charged for my pre-order?

For any purchase, your credit card will be charged as soon as the order has been processed.

It's as simple as that. All you have to do is wait for your product, nothing else!

If you've had a change of heart, you can always cancel your pre-order before it has shipped and you will receive a full refund.

Will I be notified when my pre-ordered game can be activated?

Not to worry, pre-ordering is your guarantee that you'll be among the first to get your hands on the game. For physical media, you will receive a shipping confirmation email with a tracking number. For digital products, the item will be in your game library a few days before it is officially released.


Tip: note that you may have the option to pre-download digital games. This will show up in your game library a few days before release.

DELIVERY INFORMATION

Which countries do you deliver to?

"More fun for everyone" is our motto, so we are proud to offer international delivery for our customers and fans in Europe and even to the other side of the world!

Below is the list of countries we deliver to:

Please note that delivery to mountainous or island destinations may have some restrictions and delivery fees may vary from those displayed. We operate a transparent policy regarding delivery times, fees and zones with extra fees. We will send you an email with details that apply to your specific order.

What are your delivery times?

We understand what it's like to be waiting for that package!

We want to deliver to you as soon as possible so you can start having fun as soon as possible. Depending on your delivery area, your package will arrive two to six days after ordering (up to 10 days for Australia).


Tip: as soon as your item is shipped (up to three days after ordering), you will receive a confirmation email with all the information you need to track your package.

What are your delivery options?

"More fun for everyone" is our motto, so we are proud to offer several delivery options depending on your country.

X Free delivery for all orders over €80/£70

How do I get free delivery?

"More fun for everyone" is our motto, so we are proud to offer free delivery for all orders over €80/£70 to France, Belgium, Germany, Great Britain, Italy, Spain and Luxembourg.


For France, Belgium and Luxembourg: free delivery is by Relais Colis via Mondial Relay.

For Spain: free delivery is by Relais Colis via Punto Pack.

For Germany, Great Britain and Italy: free delivery will be to the delivery address provided when ordering.


Within 72 hours of ordering, you will receive a shipping confirmation email containing all the information you need to track the package on the carrier's website. Please note that for the Economic Option, no tracking number will be provided.

For multiple deliveries (e.g. order containing pre-ordered physical items), only the first delivery will be free.

No one wants to miss a delivery.

We understand but unfortunately we cannot guarantee a precise time or date for your delivery.


Tip: for Belgium, Spain, France and Luxembourg, you can choose Relais Colis delivery, which means you don't have to be at home to receive your package, you can pick it up at the Relais Colis collection point of your choice.

Can I change my delivery method?

If you want to change your delivery method, please cancel your order and place the order again.

Can you deliver my order to a different address?

We want to make your life easier, so when placing an order you can choose almost any address. Delivery fees will be calculated according to the delivery address (not the billing address in your account).

Can I change the delivery address after placing my order?

Mistakes happen and plans can change, we get it.

Simply contact our Customer Service who will advise you on how to proceed based on the status of your order.

Do I need to pay import fees or customs duty?

"More fun for everyone" is our motto, so we are proud to offer international delivery for our customers and fans in Europe and even to the other side of the world!

However, we do not have any control over customs duty. Customs and import policies vary considerably between countries so you need to contact your local customs office for more information (you may have to pay import fees and taxes, which will be collected once the package arrives at its destination).

Any additional charge must be paid by you. Please also note that you are considered the importer of the goods and you must therefore comply with all laws and regulations of the country to where the goods are delivered.

Regarding privacy, please be advised that cross-border deliveries are subject to opening and inspection by customs authorities.

Who is responsible for customs duty and taxes?

"More fun for everyone" is our motto, so we are proud to offer international delivery for our customers and fans in Europe and even to the other side of the world!

However, we do not have any control over customs duty. Customs and import policies vary considerably between countries so you need to contact your local customs office for more information (you may have to pay import fees and taxes, which will be collected once the package arrives at its destination).

Any additional charge must be paid by you. Please also note that you are considered the importer of the goods and you must therefore comply with all laws and regulations of the country to where the goods are delivered.

Regarding privacy, please be advised that cross-border deliveries are subject to opening and inspection by customs authorities.

I HAVE JUST ORDERED OR I AM WAITING FOR DELIVERY

How can I track my order?

We understand what it's like to be waiting for that package!

You can check the status of your order at any time in your account under "My Orders".

As soon as your item is shipped (up to three days after ordering), you will receive a confirmation email with all the information you need to track your package (tracking reference and link to carrier's website will be sent to you if this is provided by the carrier’s company).

If you have any concerns or questions, please contact our Customer Service who will be happy to assist you.

Can I change the delivery address or delivery method after placing my order?

Mistakes happen and plans can change, we get it.

Simply contact our Customer Service who will advise you on how to proceed based on the status of your order.

How do I cancel my order?

To submit an order cancellation request, go to your account and choose the option "Cancel Order" under My Orders > Manage Orders.

Please note that only inactivated codes can be reimbursed for digital product orders.

Where can I find my order number?

Your order number can be found in the confirmation email sent to you from storesupport@bandainamcoent.eu after placing your order.

You can also find your order history and information in your user account area.

What is your return/refund policy?

If you want to return any items, you have 14 days from the date you received your order. To return items, please contact Customer Service by clicking HERE.

Our agents will advise you on how to proceed.

What is your return policy for faulty/damaged goods or the wrong item sent?

We make every effort to ensure you receive goods of the highest quality. If you receive a faulty/damaged item or something you did not order, please contact Customer Service by clicking HERE. Our agents will guide you through the next steps.


We will assume all return fees. A replacement product will be sent to you within three working days of the returned item being received and checked by our logistics team.

An item is missing in my delivery. What can I do?

Don't panic, it may be because your order is arriving in multiple packages. Track your order in your user account under "My Orders".

If there really is a missing item, please contact our Customer Service who will ensure the problem is solved to your satisfaction.

My order arrived damaged. What can I do?

We're very sorry for this inconvenience. We make every effort to ensure you receive goods of the highest quality.

If you have not yet accepted the delivery, you can simply refuse the package by giving the reason to the carrier. Then contact our Customer Service by clicking HERE. We will make the necessary arrangements to send out a replacement as soon as we receive the returned item.

If you have already accepted the delivery, please contact Customer Service by clicking HERE. Our agents will be happy to solve the problem to your satisfaction.

I don't like the game. Can I exchange it or request a refund?

We're sorry to hear that you're not enjoying the game.

First, contact our player support team who may be able to help with why you're not enjoying it. If you have decided you really don't like it, please see our order cancellation policy by clicking HERE .

When will I receive my refund?

We're sorry to hear that you were not happy with your order and that a refund has been requested. Our Customer Service team will make every effort to reimburse you within 15 days of receiving the returned goods (because of bank processing times, you may have to wait a few days before the refund appears in your account).

We recommend retaining your proof of return until the refund has been issued.

DIGITAL ITEMS INFORMATION AND STEAM

What is DLC?

DLC stands for "downloadable content". It is optional additional content that enhances the base game (e.g. new missions, weapons packs, outfits, cards). DLC is therefore a way to extend the game experience and to make it even more exciting!

You can quickly check what additional content is added on the DLC's product details page in the store.

How do I activate DLC?

Ready to activate your DLC and supercharge your game?

It's really easy: after purchasing the DLC, you will receive a confirmation email containing instructions for activating it. Once activated, it will be automatically available in your game.

There is just one prerequisite: you must have the base game and have bought DLC that is geographically compatible with your game.

I bought a Steam™ key. How it will be delivered?

We can't stand waiting to play games either, which is why we make sure that your Steam™ key is delivered to you by email as soon as your payment has been authorised.

To download your product, you just have to follow the instructions in the confirmation email.

To make your life even easier, you can also access the download page from your user account.

I can't activate my Steam™ key. Who should I contact?

First, make sure you have followed the activation steps provided in your confirmation email. If the problem persists, don't panic, you can contact Steam™ customer service by clicking HERE.

If Steam keys are sent to email addresses, can I order a digital product even if I live in a country not listed as one of your delivery countries (France, Luxembourg, Belgium, Germany, Great Britain, Italy, Spain, Austria, Switzerland, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Liechtenstein, Malta, Norway, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Australia, Morocco, Tunisia, Turkey)?

"More fun for everyone" is our motto, so we are proud to offer international delivery for our customers and fans in Europe and even to the other side of the world! You can enjoy our digital products even if you don't live in one of the countries we support for physical product delivery.

What is Steam™?

Steam™ is a digital distribution platform for accessing PC, Mac and Linux games. Once you have installed the Steam™ client on your computer, you can then download, install and activate any game for which you have a Steam™ key.

I don't have a Steam™ account. What can I do?

You just need to install Steam™ from http://store.steampowered.com/ and then create a free account.

I'm having trouble with Steam™. What can I do?

For any issues related to Steam™, please contact Steam™ support at the following link: https://support.steampowered.com/

CAN'T FIND AN ANSWER TO YOUR QUESTION? CONTACT US!

How can I get help?

If you can't find the information you need in our FAQ, you can contact our Customer Service by clicking HERE.

Our agents will be happy to answer your questions and to add information to the FAQ so you can find what you need the next time!

Can I contact you by phone?

Our Customer Service team can be contacted by email by clicking HERE.

We make every effort to respond to your requests within 48 hours, 24 hours a day, 7 days a week. Please note that weekend requests may be processed more slowly.