Frequently asked questions
Answers about our PlayStation®5 consoles, free DHL Express delivery, the 1-year warranty and 30-day refunds. Can't find what you need? Contact us.
Products
Are the consoles brand new?
Yes, unless the product is named "Certified Refurbished". All other consoles and bundles are brand new, factory sealed and never used, in their original packaging. Certified Refurbished consoles are clearly labelled as such on the product page.
Are the consoles genuine?
Yes. We sell only genuine PlayStation® hardware from Sony Interactive Entertainment, in the original packaging.
What's included in the box?
Each console comes with the items Sony includes in the retail box (for example a DualSense® wireless controller and cables). Bundles add the game or voucher named in the product title. Check the product description for details.
What does 'Out of stock' mean?
The console is currently unavailable and can't be added to your cart. Check back later or contact us to ask about availability.
Shipping & delivery (DHL Express)
Which carrier do you use?
All orders ship with DHL Express.
How much does shipping cost?
Nothing. DHL Express shipping is free on every order, with no shipping charge at checkout.
How do I track my order?
When your order ships, we email you its DHL Express tracking number. It also appears on your order page and on Track order. You can follow your parcel on DHL Express at https://www.dhl.com/global-en/home/tracking.html.
How long does delivery take?
Delivery times depend on your destination and the DHL Express service used for your parcel. Your DHL Express tracking page shows the latest status and expected delivery.
Is my package insured?
Yes. Packages are insured while in transit with DHL Express.
Will I need to sign for my parcel?
A signature may be required on delivery for high-value parcels.
What if I'm not home when DHL Express delivers?
DHL Express will typically leave a notice and attempt redelivery. You can check the status and manage your delivery from the DHL Express tracking page using your tracking number.
What if my parcel arrives damaged?
Contact us promptly with your order number and photos of the parcel and the product, and we'll help you resolve it.
Which countries do you ship to?
We ship to all countries worldwide, and DHL Express shipping is free on every order. Delivery times depend on your destination and the DHL Express service used for your parcel.
Warranty
How long is the warranty?
Every console includes a 1-year hardware warranty.
How do I make a warranty claim?
Contact support with your order number and a description of the problem, and we'll guide you through the next steps.
Refunds & returns
Can I get a refund?
Yes. You can request a full refund within 30 days of delivery.
How do I request a refund?
Contact support with your order number to start a return. We'll reply by email with the next steps.
Orders & payment
Which payment methods do you accept?
You can pay by card and with the other payment methods shown at checkout, which may include Apple Pay, Google Pay and other local options.
Is payment secure?
Yes. Payments are processed on our payment provider's secure hosted payment page. Your card details are never stored on our servers.
Can I change or cancel my order?
Contact us as soon as possible, before your order ships, with your order number and the change you need.
How do I contact you?
Use the form on our Contact page, message us on WhatsApp at +44 7456 093700, or email us at support@warehouseconsole.com.