Frequently asked questions

Below you can find the answers to some common customer queries. If you cannot find the answer to your query, or would like to chat about something else, please use our contact form to get in touch. Alternatively, you can email us at [email protected].

Shipping

🇪🇺 TEMPORARY EU SHIPPING SUSPENSION 🇪🇺

PLEASE NOTE: EU ORDERS ARE TEMPORARILY SUSPENDED AS OF 6TH JULY 2021

Roll & Play Press is a UK-based publisher, therefore customers in the UK are unaffected.

Due to changes in EU import law which came into effect on 1st July 2021 as a result of the UK leaving the EU, we have had to take the difficult decision to temporarily suspend all physical orders to the EU. This is because customers are facing high import fees on products sent from the UK, often higher than the cost of their order. 

We are currently looking into a solution and hope to begin shipping from the UK to the EU again soon. If you would still like to place an order, and you are based in the EU, please contact us at [email protected].

If you have placed an order prior to the 6th July 2021 and have a question about import fees, please email us at [email protected].

Do you ship internationally?

PLEASE NOTE: EU ORDERS ARE TEMPORARILY SUSPENDED AS OF 6TH JULY 2021

Yes, we can ship your order to nearly anywhere in the world, but please keep in mind that import taxes may apply. Our books are printed and shipped from the UK.

Our products are also stocked by a number of retailers across the world. For a list of our stockists, click here.

How are shipping costs calculated?

Standard delivery costs start at £3.00 to the UK, £7.95 to the US and EU, and £15.00 to the rest of the world. This increases slightly if you are ordering multiple items, proportionately based on the weight of the order.

Expedited delivery is also available, this is highlighted at the Checkout.

The total cost of shipping will be calculated at the Checkout before you pay and complete your order.

Which shipping services do you use?

All our UK orders are shipped by Hermes. We use their standard tracked services or their 24hrs tracked services for expedited deliveries.

US orders are shipped by USPS, or Transglobal Express for expedited deliveries.

EU and international orders are shipped by Landmark Global to domestic postal services operating in the destination country, or Transglobal Express for expedited deliveries.

When will I receive my order?

Roll & Play Press is based in England, UK.

Our standard delivery times are roughly as follows:

  • United Kingdom (3-5 working days)
  • United States (7-10 working days)
  • Rest of World (10-28 working days)

Expedited deliveries are also available at the Checkout for certain locations. 

We aim to dispatch all orders the next working day. Dispatch may take two or more working days during very busy periods. Please factor this in, in addition to your standard delivery time. 

Please be aware, your order may be held in your country’s Customs services for a short period of time. We are unable to accept responsibility for minor delays that may be caused by this.

Will I be charged import taxes?

Import taxes vary for different territories, and depend on your order value and weight. Unfortunately, we cannot give a definitive answer due to the number of countries we ship to.

Please check your local government websites for more information.


PLEASE NOTE: EU ORDERS ARE TEMPORARILY SUSPENDED AS OF 6TH JULY 2021

🇪🇺 EU CUSTOMER NOTICE 🇪🇺

Due to the post-Brexit trade agreement, TARIFFS ARE NOW APPLIED TO EU ORDERS. You may be contacted by your local postal service or customs to pay import taxes before your order is delivered. If you do not pay your country’s duties, your order will be sent back to us. 

REFUSING TO PAY CUSTOMS:  If you choose to refuse the customs fee and the parcel is returned back to us, a shipping & handling fee may be deducted from your refund.

If you are still unsure on whether you will be subject to customs fees, we would recommend contacting your local customs office for more information before placing your order.

Returns and Refunds

Do you offer returns?

We offer a 30-day refund guarantee on all our products (excl. delivery). If you are not satisfied with your product, or if your item has been damaged in transit, please send an email to [email protected] and we will get back to you as soon as we can.

Please be aware that we will require items to be returned to us before we can issue a refund, unless the item is damaged. If the item is digital, your access will be revoked and you will be required to delete all downloaded copies.

Do I need to pay for return shipping?

If a product needs to be returned, we ask that our customers arrange the return delivery.  We can reimburse up to £10 of the return postage costs if proof of postage or a courier invoice is sent to us. We strongly recommend that you use a trackable method to post your return.

How do I return an item?

To return an item, please email customer service at [email protected] to obtain a Returns Authorisation Number and form. After receiving a returns form, place the item securely in its original packaging and the return form provided, and mail your return to the following address:

TRANSGLOBAL EXPRESS
ATTN: ROLL & PLAY RETURNS
UNIT 18, HEATHROW INTL TRADING ESTATE
GREEN LANE
HOUNSLOW
TW4 6HB
UNITED KINGDOM

When will I receive my refund?

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Digital Downloads

What is the difference between Digital Viewing and Printer-Optimised PDFs?

Our Digital Viewing PDFs are digital versions of our books that are in full, rich colour. We would recommend these to GMs who use tablets or computers during their games.

Printer-Optimised PDFs are digital versions of our books that have been adapted to have minimal colour to save ink in your home printer. We would recommend these to GMs who use binders and paper during their games, and wish to print out one or two sheets to use in each of their sessions.

How do I access my digital download?

Your digital downloads can be accessed within the Downloads tab in the My Account section of the website. They can also be downloaded from your order confirmation email.

Are downloads limited?

Each digital download includes an unlimited number of downloads so that you can view them across your devices.

Are digital downloads watermarked?

Digital downloads are watermarked with your name and email address in an unabtrusive way at the top of each PDF.

Can I share or gift my digital downloads?

Each digital download is tied to an individual user, and should not be shared.

You are of course welcome to purchase any of our digital downloads as a gift. Please bear in mind that the digital download will be watermarked with the purchaser’s name and email address.

Pre-Orders

When will I receive my pre-order?

Pre-orders for Roll & Play: The Fantasy Character Kit are currently due to begin shipping in November 2021. Please be advised that if you place a pre-order on our website, any other items that you purchase in the same transaction will be despatched along with your pre-order in November. If you would like to receive your non-pre-order items sooner, please purchase them in a separate order. 

Can I request a refund for items I have pre-ordered?

All pre-orders are fully refundable up until the date that they are dispatched. To request a refund, please send an email to [email protected] and we will get back to you as soon as we can.

Once your pre-order has been dispatched, our usual refund policy will apply. Details of our refund policy are available in the “Returns and Refunds” section of the FAQs. 

Retail and Wholesale

Do you sell to retailers?

Yes, we are happy to supply to retailers.

Please send an email to [email protected] for more information about our retailer discounts. We would ask that you provide evidence of a brick and mortar store and/or a website when contacting us.

We look forward to working with you!

Product Content

Are your products suitable for younger readers?

Our products are suitable for game masters aged 12+. For younger readers, parental guidance is advised due to mild references to violence.

We avoid mature themes and strong language across our titles.

Are your products available in other languages?

Not yet, but this is something we are actively looking into and are hoping to provide in the near future.