Support Centre | RetroReplay UK

Support Centre

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 haven't received a tracking email within 2 working days of ordering, 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 within 48 hours of delivery. We'll arrange a replacement or refund promptly. Do not dispose of the packaging — we may need it for a courier claim.

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 one working day. 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.

FreeMCBoot isn't working

Ensure the memory card is fully inserted and the console is set to boot from the memory card. If FMCB was pre-installed by us and isn't functioning, contact us — it's covered under warranty.

Warranty Claims

All consoles come with a 90-day warranty. To make a claim, contact us with your order number and a description of the fault. Full details on our Warranty Information page.

Contact Us

Can't find the answer you're looking for? We're happy to help directly.

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