Frequently asked questions
Are your products genuine?
We only stock officially licensed products from the official distributors and manufacturers directly.I have made my order when will you ship it?
We aim to ship all orders by the next working day once we have received your cleared payment, all shipping methods are tracked and updated at the end of each day.Where do you ship to?
We offer shipping both nationally and internationally and provide a tracking number for all our shipping methods, we also offer a Local Collection at the following address Geek Bureau Ltd, Midland News,674 High Road Leyton, London, E10 6JP (if you require further information please contact us).I’m not happy with my product and would like to return/refund it?
We are more than happy to help you if you are not happy with your product, if you would like a refund or to return the item, please contact us via our contact us section on the website within 14 days of receipt of your purchase.How long do I have to request a refund/return on my product?
You will have 14 days from receipt of your purchase to submit your return request and a further 14 days in which we must receive your return. Please see our shipping/ terms and conditions sections for further information.How does the return/refund process work?
We would require the item back in its original packaging (if applicable) and in the condition it arrived to you in. when returning products to us it is your responsibility to pay for the tracked postage cost.My product broke, I want a refund?
All products at Geek Bureau Ltd are kept in their original packaging and are unopened. If there is a fault with your purchase caused by the customer for example cleaning the product with the incorrect materials or adjusting the product against the points of articulation, we will be unable to assist you with an exchange, return or refund.Age Restrictions?
All our product descriptions contain the suitable age requirement for our products, if you have brought the product as a gift for someone not of the correct age group, unfortunately we will be unable to assist you with an exchange, return or refund.How long does a refund take to credit my account?
Depending on how you have made your payment, refunds can take anything from 1-15 working days.I’ve made a payment but its showing up on my bank statement duplicated?
We strongly advise you to contact your bank to confirm it is not a pending transaction showing on the statement, likewise if an order is placed and paid for in the weekend it can take a few days before it shows up on your bank statement.Why are you requesting additional information or documentation from me?
At times when making an order with us at Geek Bureau Ltd, our payment processing provider may request further information on your order and request for documentation such as identification and proof of address.
PLEASE NOTE: Even if the requested information and/or documentation is presented it does not guarantee that your payment will be accepted by the payment processing provider and result in your order being cancelled. We would like to stress that this is not a decision we at Geek Bureau Ltd are able to influence, we do our best to help and assist all of our customers.