Need help with an order, a product, or a technical question? You're in the right place. Browse the topics below or get in touch directly.
Order Help
Where is my order?
Once your order is dispatched, you'll receive a tracking number by email. Use this to track your parcel directly with the courier. If you have not received tracking after the stated 1–3 working-day dispatch period, please contact us.
I need to change or cancel my order
Contact us as soon as possible. If your order hasn't been dispatched yet, we can usually make changes or cancel it. Once dispatched, you'll need to use our returns process.
My order arrived damaged
Please photograph the damage and contact us as soon as possible after delivery. We'll arrange a replacement or refund promptly. Do not dispose of the packaging — we may need it for a courier claim. Reporting promptly helps us resolve the issue quickly, but does not affect your statutory rights. If your item is not as described or develops a fault, you remain protected under the Consumer Rights Act 2015 regardless of when you report it.
Returns & Refunds
How do I return an item?
Contact us with your order number and reason for return. We'll send you return instructions within two working days. Full details on our Returns & Refunds page.
When will I receive my refund?
Refunds are processed within 3–5 working days of receiving your return. You'll receive a confirmation email when it's been issued.
Product & Technical Help
My console isn't reading discs
Disc read errors are the most common issue with ageing optical drives. First, try cleaning the disc with a soft cloth from the centre outward. If the problem persists, it may be a laser issue — contact us if your console is within its warranty period.
My console won't turn on
Check the power cable is fully seated and the socket is live. Try a different socket. If the console still won't power on and it's within warranty, contact us for a replacement or repair.
I'm getting no picture on my TV
Check your cable connections at both ends. If using composite, try a different TV input. For HDMI adapters, ensure your TV is set to the correct HDMI input. See our Retro Gaming Setup Guides for display troubleshooting.
Warranty Claims
All consoles and handhelds come with a 6-month warranty from the date of delivery. To make a claim, contact us with your order number and a description of the fault. Full details on our Warranty page.
Your Statutory Rights
Nothing in this Support Centre affects your statutory rights. As a UK online consumer you have a 14-day cancellation right from the date of delivery. Faulty or misdescribed goods are covered by the Consumer Rights Act 2015 for up to six years.
Contact Us
Can't find the answer you're looking for? We're happy to help directly.
- Contact Form — I aim to respond within two working days
- Email: info@retroreplay.uk