PSD Global FAQ and Support

DELIVERY & TRACKING FAQ

 

1 ) How much does delivery cost on direct.playstation.com?

The cost of delivery varies depending on whether you are a member of PlayStation Plus and the items you are purchasing. 

 

PlayStation Plus members are eligible for standard delivery on all orders at no extra cost. This is a benefit of PlayStation Plus membership. 

 

PlayStation Plus members are also eligible for express delivery at no extra cost when purchasing a console with at least one additional game or an accessory. This is a benefit of PlayStation Plus membership.

 

You must be signed in with your account for PSN and have a valid PlayStation Plus membership at the time of your purchase to be eligible for these delivery benefits. 

 

Customers who are not PlayStation Plus members are eligible for:

  • free standard delivery on orders of games and/or accessories totalling over £40, excluding pre-orders
  • free standard delivery when purchasing a console and at least one additional game or an accessory, excluding pre-orders

 

All customers, regardless of PS Plus membership, are eligible for free delivery on pre-order items.

 

Other conditions may apply; scroll down for further information on Express Delivery and Standard Delivery and restrictions on order processing and delivery. 

 

2) Where does direct.playstation.com ship to?

PS Direct ships to the United Kingdom. PS Direct cannot deliver to overseas territories and PO boxes (including military PO boxes). Please review our Delivery Restrictions and Additional Geographic Restrictions below for further information.

 

3) How can I track my order?

As soon as your order has been dispatched, we will send you a shipment confirmation email with a tracking link and number. You can go to your order details and select track my order. From there, you will receive up-to-date information about your order. You can also sign up for text notifications on the status and delivery.

Tracking information can take up to 48 hours to show up, even after you have received the shipment confirmation email. Shipments receive updates at various points between pick-up and delivery. It is not unusual for a shipment to go more than 24 hours without an update while in transit.

 

4) Will my order be shipped in the same package if I have multiple items in my order?

Large orders may ship in multiple packages depending on the size of the items and box sizes available. PS5 Consoles will ship separately. 

 

5) How can I change my delivery address?

Once the order has been placed, the delivery address cannot be changed. However, you can cancel your order within 30 minutes of placing it to prevent it from being sent to you and then place a new order. You can cancel from either the order details page or the order lookup page.

 

6) What is the express shipping option?

Generally, eligible orders are delivered within two business days. Please check Additional Geographical Restrictions below (1) (2) (3)

 

7) What is the standard shipping option?

Generally, eligible orders are delivered within five business days. Please check Additional Geographical Restrictions below (1) (2) (3).

 

(1) Processing and Handling Restrictions

Orders are processed for delivery Monday to Friday (excluding national holidays), until 4 pm GMT. Orders placed after 4 pm GMT will be processed on the next business day.

Orders will not ship on Saturdays, Sundays or national holidays.

Orders cannot ship to PO Boxes, BFPO Boxes, or any postcode or geographical region outside of those stated below. 

 

(2) Delivery Restrictions

Signature upon delivery is required for all hardware and hardware bundles. Age verification may be required in certain countries for items restricted to those aged 18+. 

If there is no one available to accept your delivery, the courier will leave a calling card with details on how to contact them to rearrange another delivery. The courier company will usually attempt a second delivery before expecting you to contact them using the details they provided to make alternative delivery arrangements.

An attempted delivery to your nominated address on or before the delivery date meets our estimated delivery timeline.

Generally, most orders are delivered by 8 pm GMT from Monday to Friday. Additional restrictions may apply to addresses in select areas and certain postal addresses (3).

 

(3) Additional Geographical Restrictions

We cannot accept orders for or deliver to the following locations:

Isle of Man, Channel Islands, Guernsey, Jersey, Anguilla, Bermuda, British Antarctic Territory, British Indian Ocean Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Montserrat, Pitcairn, Henderson, Ducie and Oeno Islands, Saint Helena, Ascension and Tristan da Cunha, South Georgia and the South Sandwich Islands, Sovereign Base Areas of Akrotiri and Dhekelia, and the Turks and Caicos Islands 

 

The following postcodes may experience longer delivery times (two to five days) 

AB31-38, AB41-56, CA18-27, FK17-21, GY9, HS1-9, IM (ALL), IV (ALL), KA27-28, KW0-17, LA15-23,PA20-88, PH15-99, TR21-25, ZE (ALL)

 

Need more help?

Chat with us. PS Sales Specialists can help with your shipping and order enquiries via https://www.playstation.com/en-gb/support/direct-playstation-support/

 

To arrange a repair or replacement for a faulty product under your retailer warranty applicable in your country of purchase, please contact PlayStation Support on +44 203 538 2665.

 

You can also visit https://support.playstation.com for troubleshooting support or, depending on the product, arrange a repair or replacement under your manufacturer's warranty (where applicable) provided by Sony Interactive Entertainment Europe Limited.

 

For questions about your account or purchase on PlayStation Network, please visit https://support.playstation.com