In store we accept most debit and credit cards. We do accept American Express.

Simply add the desired products to your cart as normal, when prompted choose store pick up, checkout as normal and when your goods are ready you will receive an email notice.
When collecting, please bring a printed copy of the notification email and proof of ID (credit card/driving licence/passport/EU ID card) into the store.
If you wish someone else to pick up your goods this must be notified in writing to support@darksphere.co.uk giving us permission for that named person to have your order. They must bring with them the notification email and proof of ID (credit card/driving licence/passport/EU ID card)

If you spend over £100 at RRP and place the order through our website for store pick up we will match our web prices and there is no shipping to pay.
Any additional purchases made on the day of collection will be at the store price and not at the web price.

Please note that you may receive an email stating that your order is ready for collection even though it contains items that are not officially released yet. This does not mean that you will be able to pick these up ahead of the release date but is to let you know that your items are in and reserved for you otherwise we would only be able to send the emails on the day of release. We prefer to let you know ahead of time.

Please note that your items will need to be picked up within three weeks of you receiving the email stating they are ready for collection. After this period we reserve the right to charge £1 a day for the storage.

New Releases will only be sold in store from the day of release. No amount of pleading, bribery or whimpering can change this although we do sometimes have advance copies that customers are able to drool over and/or stroke lovingly.
If a company has delayed their official launch date but then manages to have their goods available earlier than the push-back date they normally allow customers to have it sooner than this delayed date. If this is the case we will inform you as soon as we know.

Games Workshop policy prohibits us from talking about any product that has not been officially announced on the Games Workshop website or in White Dwarf. We are happy to discuss rumoured releases from any other manufacturer!

For the UK we offer Royal Mail Tracked, Special Delivery and UPS. Sometimes Tracked may not be available as an option if an item in your order is too heavy to be sent by Tracked or too valuable to be covered by the included insurance. There’s no way of increasing the insurance on the Tracked service.

Delivery Method	Coverage	Typical Delivery Time	Tracked?
Royal Mail Tracked	UK	1-2 working days	Yes
Royal Mail Special Delivery	UK	Next working day by 1pm	Yes
UPS	UK	Next working day by close of business	Yes

Postage cost depends on weight, products and destination. Our cart automatically calculates and shows you the postage options and the cost of each option. Simply add the products you want to the cart, click 'checkout' and then choose if you are picking up from our shop, sending it in the UK (you'll need to enter your postcode) or sending it to a country outside the UK (please select you country from the list). The Shopping Cart will now show the postage options and price. To change options simply select the option you want.

Free shipping items are sent typically by Royal Mail Tracked. We reserve the right to upgrade the postage method if we deem it appropriate.

We currently only deliver to the UK

Please note that some products are prohibited items (eg. spray cans) or too large/too heavy to go by the available postage methods.

Changes made by Games Workshop to their Terms and Conditions prohibit independent stockists from sending their items to anywhere except the UK and the following countries:

• Austria
• Belgium
• Bulgaria
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Iceland
• Republic of Ireland
• Italy
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Malta
• The Netherlands
• Norway
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden
• Switzerland

All items are always sent fully insured

The time taken for your order to arrive will depend on two factors:

1) Dispatch Time: This includes the time taken to order in products or to await for further stock of products that we normally hold in stock. We hold a very large stock and we receive a large number of deliveries each week from the multitude of manufacturers and distributors that we deal with.

Please bear in mind that even though we hold a very large stock if your order is for a single item there are likely to be numerous other customers who have placed orders just before you and they may have requested large numbers of a single (we have customers that place orders for 10 or more of a single product and our record for a single item in a single order is one for 48 Space Marine Battleforces!)

Please also bear in mind that Games Workshop policy restricts us to just two deliveries per week from them and that the manufacturers and distributors can, on occasion, run out of stock of items.


2) Delivery Time:

Exact delivery time will depend on the postage method chosen

Courier within UK

Once we have sent out a parcel by courier it will arrive with you next day any time between 8.30am and 6.30pm Monday to Friday. Parcels sent out on Friday are delivered on Monday. This is the case for all areas of the UK except the following postcodes:

Postcode	Delivery Time
AB30-31	Delivery within 2 working days
AB33-38	Delivery within 2 working days
AB41 6-8	Delivery within 2 working days
AB41-43	Delivery within 2 working days
AB43 6-8	Delivery within 2 working days
AB44-45	Delivery within 2 working days
AB51-56 & 63	Delivery within 2 working days
DD8-10	Delivery within 2 working days
FK17-21	Delivery within 2 working days
FK8 3	Delivery within 2 working days
HS1-9	Delivery within 3 working days
IV1-3	Delivery within 2 working days
IV41-49, 51 & 55-56	Delivery within 2 working days
IV4-36, 40 & 52-54	Delivery within 2 working days
KA27	Delivery within 2 working days
KA28	Delivery within 2 working days
KW1-3 & 5-14	Delivery within 2 working days
KW15	Delivery within 2 working days
KW16-17	Delivery within 3 working days
PA20-49 & 62-77	Delivery within 2 working days
PA60	Delivery within 2 working days
PA61	Delivery within 2 working days
PA78	Delivery within 2 working days
PH10-11	Delivery within 2 working days
PH13-14	Delivery within 2 working days
PH17- 26	Delivery within 2 working days
PH30 -41	Delivery within 2 working days
PH42	Delivery within 2 working days
PH43	Delivery within 2 working days
PH44	Delivery within 2 working days
PH49-50	Delivery within 2 working days
TD15 2	Delivery within 2 working days
TR21-25	Delivery within 2 working days
ZE1	Delivery within 2 working days
ZE2-3	Delivery within 3 working days

Please check with your local sorting office before reporting a package lost as they are frequently found waiting there!

Royal Mail requires a certain number of days to elapse before an item will be classed as lost:

Postage Method	Working Days after dispatch
1st Class	15 days
Standard Parcels	15 days
Recorded Signed	15 days
Special Delivery	10 days

If an item has still not been delivered when the number of days have elapsed and it is not at your local sorting office then:
Please click here to contact us!


For Parcel Force deliveries - If you have not received your item by the next day (and no note has been left) then please check at your local Royal Mail Post Office and if it's not there then please get in touch:
Please click here to contact us!
Please note that delivery to Northern Ireland, parts of Scotland and the various islands may take longer so please allow 3 working days before getting in touch.

If you are after something else specific then please click here to contact us!

Please allow 12 working days for couriers.

If no options are available then one of your items is unfortunately either too heavy or too valuable to be sent fully insured by the possible posting options or one of the items you have added to your cart and may not be able to be sent to the country you have selected.

New products are placed on our website once we have confirmation of their official release date.

Games Workshop Products

We take every step possible to get all orders out of the door in the quickest possible time however all independent stockists are subject to the same limitations and we are not allowed to dispatch items to arrive before the official release date. Since Games Workshop products are typically released on a Saturday this means that items are dispatched on the Friday. Since new Games Workshop products are currently being officially announced very close to the actual release date we advise you to place your orders for these products as soon as possible to ensure that we can get your product from Games Workshop and to you in time for the launch!
Customers outside of the UK are likely to get their items a few days after the release date. Exact time will depend on country chosen.

Magic the Gathering

Magic the Gathering products are unable to be dispatched until the official release date so we will dispatch all Magic orders on the day of release.

Other Companies

In most other cases we will receive the new items before launch and dispatch as soon as the new product arrives to ensure as much as possible that you have your product in time for the release date

Please note that some companies are better than others at hitting their own release dates but rest assured that if a new product is delayed by the manufacturer your item will be sent out to you as soon as we have it!

Our system automatically sends an email when we have dispatched your items but because sometimes this can end up in Spam / Junk filters

You will receive a tracking number in your automatic dispatch email.

If you chose Special Delivery or courier and it hasn't arrived the next working day from dispatch (4 days for courier abroad) then please let us know:
Report a lost packet

If you chose Royal Mail then please note Royal Mail won't class your item as lost until 15 working days have elapsed after dispatch. It is highly recommended that you check with your local sorting office if they have your order as in many instances our customers have discovered that their package has been waiting for them at their local sorting office. If the 15 days have passed and your local sorting office does not have it then please let us know:
Report a lost packet

Any cancelations or amendments to your order need to submitted in writing, either via email or by raising a support ticket using the email used for the order and quoting the order number in the message.

Please be aware that amendments to your order may not be possible if it has already been dispatched. If an additional payment is needed to cover any additional items this may need to be made before your order is dispatched. If your amendments mean a refund is due to you then this will be refunded through the same payment method you used when placing the original order.

Please note that if items have already been sent out then it is your responsibility to take care of the items while they are in your care and they will need to be returned to us in saleable condition (unopened, etc). The cost of postage for returning items that have been cancelled and dispatched lies with the customer.

Games Workshop Products
Please raise a support ticket using the link below:
Report a fault.

Please provide your order number and enough information for our support staff to identify which piece/sprue is damaged//miscast/missing so we can dispatch a replacement.


Replacements will be sent free of charge and will be posted to the original delivery address unless an alternative delivery address is requested.


Replacements are usually sent within one working day of the issue being reported (providing we have the item in stock, otherwise it will be sent as soon as the item is restocked)

Privateer Press (Warmachine/Hordes)
For Privateer Press models please use their dedicated email address to report the problem: eumissingparts@privateerpress.com


If they are unable to resolve the issue to your satisfaction then please don't hesitate to contact us and we will help resolve the issue. This is the quickest method for resolving your issue however we are happy to contact the manufacturer/distrubtor on your behalf if you would prefer.

Flames of Wars
Flames of War issues can be reported directly to Battlefront using the process detailed at:
http://www.flamesofwar.com/hobby.aspx?art_id=384


If they are unable to resolve the issue to your satisfaction then please don't hesitate to contact us and we will help resolve the issue. This is the quickest method for resolving your issue however we are happy to contact the manufacturer/distrubtor on your behalf if you would prefer.

Fantasy Flight Products (e.g. X-Wing, Imperial Assault, etc)
Fantasy Flight Games is part of Asmodee and issues can be reported directly with Asmodee at:
http://parts.asmodeena.com


If they are unable to resolve the issue to your satisfaction then please don't hesitate to contact us and we will help resolve the issue. This is the quickest method for resolving your issue however we are happy to contact the manufacturer/distrubtor on your behalf if you would prefer.

Infinity
Issues can be reported directly to Corvus Belli using the process detailed at:
http://infinitytheforums.com/forum/topic/18901-missing-pieces-complaint-codes-tutorial/

If they are unable to resolve the issue to your satisfaction then please don't hesitate to contact us and we will help resolve the issue. This is the quickest method for resolving your issue however we are happy to contact the manufacturer/distrubtor on your behalf if you would prefer.

Other Manufacturers
For other products please provide as much detail as possible about the fault (exactly what's missing/duplicated/mispacked, etc). If you can provide a picture that would be very helpful

Please be aware that some orders are sent in multiple packages. The shipping note in each box will detail the items that should be present in that particular box.

If you have checked this and still think you are missing an item please contact us using the link below and we will investigate. Please be aware that products are scanned into each box and we will be able to check the CCTV system to double check the exact contents of the boxes we sent out.

Unfortunately Forgeworld doesn't currently offer it's range to independent stockists so we are unable to stock their product range.

Games Workshop lets independent stores stock a number of their best selling items from their range. This list is monitored and changed on a fairly regular basis. Any item that has been release by Games workshop but is not listed on our website is unavailable to be sent out via Mail Order however we are allowed to specially order in products for collection in our retail shop. These special orders take about a week to arrive with us, are not able to be listed on the website and are at a 10% discount from RRP.

If you would like to special order in any item from the Games Workshop site please let us know via a Support Ticket and we will send you a Paypal request and sort out the order manually.

As soon as we know a product will be available to us and have the release date confirmed we add it to our website so it is available to preorder.

You can request a specific model in the comments section when you place your order. In the rare cases we don't have that particular model in stock then please specify if we should send a random model, otherwise your order will be held until we have the desired model in stock.

We already offer fantastic discounts on all our products but for customers who spend more than £10,000 a year with us we are able to provide easier ordering methods and additional discounts providing certain criteria are met.

Dark Sphere uses a dedicated company called Sage Pay to securely handle our payment processing. Dark Sphere never has access to your full card details. No cardholder information is ever passed unencrypted and all sensitive data is secured using internationally recognised 256-bit encryption standards. Sage Pays systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.

Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. They are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

Cancellation before dispatch: If the goods have not been sent out then you are able to cancel your order however please be aware that there can be a delay between dispatch and notification of dispatch and also there may be a delay between you requesting a cancellation and the processing of the cancellation, this may mean that your order is dispatched before the cancellatin takes effect and will need to be treated as a cancellation post dispatch.

Cancellation after dispatch: You are able to cancel your order up to seven working days after the day on which you received your goods. You will be required to return the cancelled goods and to pay for the cost of returning the items. Returned items must be unopened and returned in a good condition within ten working days of getting the approval for the return from Dark Sphere. We highly recommend returning the goods using a Tracked service.

Please note:

• Please only use the email address used to place the order. We can only accept change requests when it comes form the original email as this is for your own protection.
• Adding or changing items in your order may incur extra postage costs or require further payment depending on the weight and value of the items being added to the order.
• Please be aware that if further payment is required then part or all of your order may be delayed until that payment is received.
• In the event that money needs to be reimbursed to you this will be returned via the original payment method used for the order.
• Please be aware that there can be a delay between items from your order being dispatched and you being notified of dispatch. We are unable to change orders once they are dispatched.

Amend or Change an existing order

In the event that a refund needs to be issued we will aim to process the refund request within 24 hours of Dark Sphere confirming that a refund can be issued. The exact time it takes for the money to be back in your account will depend on the payment method (Paypal is usually instant).
Still have a question? Click here to contact us!

Games Workshop Products

Games Workshop products are typically released on a Saturday. All independent stockists are subject to the same limitations and are only able to order the items on the week of release but we take every step possible to get the product out of the door in the quickest possible time. We dispatch new GW releases on the day before the release date, i.e. Friday for a Saturday release.

Other Companies

In most other cases we will receive the new items 1-3 days before launch and dispatch as soon as the new product arrives.

Please note that some companies are better than others at hitting their own release dates but rest assured that if a new product is delayed by the manufacturer your item will be sent out to you as soon as we have it!

Still have a question? Click here to contact us!

Where UPS courier delivery or Royal Mail Special Delivery are selected your order will be dispatched once all items are available, as the postage charge is based on a single delivery.

Due to the way we calculate postage for Royal Mail Tracked deliveries, there is a possibility that your order may be dispatched in more than one parcel. In these cases, it may be possible to split your order into multiple deliveries. We will try to send out as much of your order as is possible in the first parcel (availability and release date allowing), whilst staying within Royal Mail's weight and value limits for a single box. The rest of your order, including any pre-orders, will be sent once all remaining items are available.

If you have placed an order which includes pre-orders and want to check when individual items are likely to be dispatched, then please contact us using the link below.

Still have a question? Click here to contact us!

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