Frequently Asked Questions
FAQ
FAQ Contents
My Account
My Orders/Products
Mispacks and Damages
Virtual Vouchers
White Dwarf Subscription
Why am I having trouble logging in?
If you're experiencing issues signing into your 'My Warhammer' account please checkout as a guest.
What do I do if I've forgotten my password?
No problem, click here and enter your email address and our servitors will issue you with a replacement.
I am struggling with being able to claim my Warhammer+ Miniature.
Not sure how to claim your Warhammer+ miniature? Follow the step-by-step instructions in this video here to get yours : How to Claim Your Warhammer+ Miniature
In order to claim your free miniature, check that the following statements are true:
You are signed into MyWarhammer.com and your chosen miniature is showing 0 days left on the countdown timer
You are signed into MyWarhammer.com and your chosen miniature is selected as your 'Free' choice
You are signed into the Warhammer.com Webstore using the account login button in the top right-hand corner, or via this link here: Warhammer.com - Sign In
Please note - you must make sure you are signed into Warhammer.com using the same account details that your Warhammer+ account is registered to. If you attempt to add your chosen miniature to your basket without being signed in or as a 'Guest' the option to add the miniature to your basket will not appear.
MyWarhammer and Warhammer.com are two separate websites, and it is required that you log into both to claim your miniature.
Should you find that your are still experiencing issues please contact the email address below with a brief description of where you are stuck, the email address your account is registered to and if possible, some screenshots of the issue.
gwapps@gwplc.com
All orders containing your free Warhammer+ miniature are shipped free of charge.
How can I pay for my order?
Payment can be made by:
Visa and MasterCard
PayPal
Games Workshop Virtual vouchers
All prices are in Pounds Sterling and we will display the total of your order before you confirm it.
My order may be subject to additional import duties and taxes. Who's responsible for paying these charges?
We will take care of any additional European Union import duties and taxes that may be applied to your order. Please note, this excludes Overseas Armed Forces addresses or PO Box addresses.
What does ‘Online Only’ mean?
You won't find these products in-store, but they are available on the Warhammer webstore, or they can be ordered in all Warhammer stores or through independent retailers. These products can be found by checking the ‘Available to Order’ box in the "New & Exclusive" section, but you can also identify them by the grey Available to Order badge.
*Please note that Online Only* products may also be made available in-store (but are not guaranteed to be available) in the following physical locations: Warhammer World, Warhammer Store- Edinburgh, Warhammer Store- Tottenham Court Road, Warhammer Store & Cafe - Tokyo, Warhammer Store & Cafe - Los Angeles, Warhammer Store & Cafe - Grapevine TX.
What is a Pre-Order?
New products are available to pre-order on our webstore almost every Saturday. Pre-orders will usually dispatch after the official launch day.
Occasionally, certain new products will have a different pre-order period so we recommend subscribing to our newsletter to ensure you’re always up to date.
Please note: We will endeavour to get all pre-orders dispatched to you as soon as possible after launch day, but deliveries may be disrupted for a number of reasons, including due to local conditions and policies which apply in your region.
Don't live near a Warhammer Store? That’s absolutely fine – when you place your pre-orders, you can choose to have the latest releases whizzed straight to whatever address you’d like, after the launch date, as with any standard order.
Special Edition Alert: sometimes we will have limited and special editions on sale. These products are usually available in very small quantities and are often exclusive to warhammer.com - in most cases they sell out during the pre-order week!
In-store Collection for Pre-orders
In-store Collection for pre-orders means that pre-order items purchased before 10pm on the Sunday of their launch day will usually be available for pick-up at your chosen Warhammer Store on their release date.
During the checkout process, select a Warhammer Store to ship your order to for collection. Orders must be placed before 10pm BST on the Sunday of an item’s pre-order weekend to qualify. You will receive an order tracking email to keep up-to-date with your order.
If there is a delay in your order a member of our Customer Service team will contact you directly to give you an update.
If you need to change your collection store after ordering, please contact our customer service team promptly. To avoid issues, it’s best to choose your store carefully during checkout.
This applies to orders placed before the deadline. We aim to have all pre-orders ready for collection on the release date, but unforeseen circumstances may cause delays.
This is not available in Asia.
What does "Temporarily Out of Stock" mean?
These are products that are not currently available to order through the Warhammer webstore. These products may become available to order again if and when stock becomes available.
What does the ‘Sold Out Online’ mean?
When you see a product image greyed out with the ‘Sold Out Online’ banner across it, that means the product won't be coming back into the Warhammer webstore. The ‘Add to Cart’ button is removed and the product's availability changes to ‘No longer available online’. However, the product may still be available in store, therefore we advise you to contact the store and check. Search for your local store here. We also reserve the right to return products in the future, either to general stock or on a made to order basis.
What is ‘Last Chance to Buy’?
When a product is leaving the current range, we may move it to the ‘Last Chance to Buy’ section to let you know it will be gone soon, although this might not always be possible. Please note, we reserve the right to return products in the future, either to general stock or on a made to order basis. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.
What are "Print on Demand" products?
Sometimes products are available to order for a limited period and will be printed for you. They can take longer to dispatch, so please see the product page for details. You will receive a dispatch email when the order is sent so that you know it is on the way. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.
What are "Made to Order" products?
Sometimes products are available to order for a limited period of time only and will be made especially for you. They can take longer to dispatch, so please see the product page for details. You will receive a dispatch email when the order is sent so that you know it is on the way. Our ‘Made to Order’ products are produced over an extended timeframe, specified on the item’s product page at the time of ordering. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.
What are "Available While Stocks Last" Products?
These products have a limited availability, where we expect demand to exceed available stocks. Place your order now to make sure you don't miss out. Trade discount can be applied if products contain this badge as long as the product doesn't also have one of the following badges or tags also applied: Special Order Item, Officially Licensed Products, Ships from UK, Expert Kit, Made to Order, Print on Demand, Warhammer+ exclusive.
What are 'Special Order Item' Products?
These are different from other products, they may be limited or special editions or unique in another way. Please see the product page for more details. Trade discount cannot be applied to products that contain this tag.
What does 'Official Licensed' mean?
Inspired by the worlds of Warhammer, these products are made by our specially selected partners. Find out more about our official licensed products here. Trade discount cannot be applied to products that contain this badge.
Why are some items restricted?
When shopping with us, you may notice that we have placed age and quantity restrictions on some of our products such as glues and sprays. This is to safeguard our younger customers and comply with various laws and regulations around the world.
When you add any of these items to your shopping cart you will be alerted by a message informing you that the product is age and/or quantity restricted.
For age restricted items, by adding the product to your basket and completing your purchase, you confirm that you are of the required age to purchase this product (e.g. over the age of 16 or 18 years old, depending where you live).
For quantity restricted items, you may only purchase a maximum of two of these products in any single order. You also need to ensure that you have at least one other non-restricted product in your basket at the time of purchase, such as one of our great miniatures or pots of paint.
Please note that not all delivery methods will be available to select during the checkout process where you are purchasing restricted items. There are also restrictions as to which countries we can ship to. Any such delivery restrictions will be notified to you and confirmed throughout the checkout process. If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact Us page.
We take our responsibilities as a global retailer very seriously.
For example, a hobby knife is a very useful tool when building miniatures. However, because we cannot guarantee a person of the legal age to buy this product when orders are placed online, we have taken the decision not to sell them through our webstore. You can however, always purchase hobby knives from your local Warhammer store.
What does "Warhammer+ exclusive" mean?
These products are only available to Warhammer+ subscribers. Please see Warhammer+ for more details. Trade discount cannot be applied to products that contain this tag.
What does "Expert Kit" mean?
These are collectible items where construction should only be undertaken by skilled hobbyists aged 15 years and over. Trade discount cannot be applied to products that contain this tag.
What does "Selling Fast" mean?
These are products that are expected to sell out quickly and may not come back into stock for some time or at all. Place your order now to make sure you don't miss out.
What does "New Releases" Mean?
These are new products which have only recently become available to purchase online.
What does “Ships from UK” mean?
Some products ship directly from our warehouse in the UK. These products will be marked on the webstore with the Ships from UK tag.
Any orders containing Ships from UK products are not eligible for free shipping to store.
If you have any queries, please get in touch with our Customer Service team – you can find their details on our Contact us page.
How do you handle miscasts or damaged parts?
For issues regarding the quality of your products, please send us an email with the following information and we will be more than happy to help:
The proof of purchase, e.g your order number.
Some photographs and a description to explain the issues with your product(s).
The product batch code.
Confirmation of your shipping address, email address and contact telephone number.
How do you handle incorrect or missing items/parts from my order?
For issues regarding wrong or missing items from your order that was purchased from us, either online or instore, please don't hesitate to send us an email with the following information:
The order number for your purchase.
A description of the problem.
Some photographs if you received the wrong item
Confirmation of your shipping address, email address and contact telephone number.
How do I redeem my Virtual Voucher?
Redeeming a Virtual Voucher couldn’t be easier. Here is a step-by-step guide to help you along.
Sign into your games-workshop account, if you don’t have an account don’t worry, creating one is not only free, but its really quick and easy - register here.
Click on the My Account header at the top of the webpage.
Select “My Virtual Vouchers” from the options on the left hand side.
Enter your voucher code in the box provided and click the “Add to Account” button.
The value of your voucher will then be added to your ‘current available voucher balance’.
You can now place your order and during checkout you will be given the option to pay using the funds in your "current available voucher balance".
If you experience any problems please don’t hesitate to contact our Customer Services team on 0115 91 40000 or email them on uk.custserv@gwplc.com
When will I receive the first issue of my subscription?
Subscribe on or before the 10th of the month to receive the following month's issue of White Dwarf as the first copy of your subscription (e.g. subscribe on or before the 10th of March and your first copy will be the April's edition). Ordered subscriptions after this date will begin with the following edition (e.g. subscribe after the 10th of March and your first copy will be the May's edition).
Will I receive my copy of White Dwarf before the publication date?
We endeavour to get White Dwarf to all subscribers on or before publication date, but the world's a big place and we cannot guarantee this. However, your copy should be with you within 3 working days of the publication date.
