FAQs
Q: Where Will My Order Ship From?
A: All new orders placed with the EU Store will ship from our new warehouse in Hungary
Q: Are all Games Sold on EU versions, or do you sell US / other region versions of products?
A: All versions dispatched from the EU Store are PAL Europe copies. Please choose your Game Package language variant when adding your item to the cart.
Q: Can I order an English version on the EU site?
A: Yes, all products from the KOEI EU Store are English language versions, however packaging will vary depending on the version chosen at checkout.
Other available in-game language options will be mentioned on the product pages.
Q: Are your games region free, and will they work on any region of console?
A: As current consoles are now region free, all products will work on any region machine.
Customers should note that if there is any DLC (download content) this is region locked, and you should ensure that you have the same game region game cartridge / disc as your console to ensure compatibility.
Taxes
Q: Will I only pay local taxes? / are all taxes included in the Checkout price when placing an order?
A: As your order will be shipping FROM the EU to the EU, you will pay all applicable taxes at the time of purchase, there should be no additional fee’s applicable.
Payment
Q: Will payment be taken automatically after placing an order?
A: Yes, full payment will be taken as soon as checkout is complete.
Shipping
Q: How long will shipping take?
A: For all IN STOCK items,shipping should take 2 to 5 working days depending on which country you’re in. This timeframe is not guaranteed and is expected to extend in busy periods.
Q: Which couriers do you use, and how will I know who is delivering my order before shipment arrives?
A: We are currently shipping with DPD, you will receive an order confirmation that will provide your courier (DPD) and the tracking information.
Returns
Q: How will I return an item if it’s damaged?
A: Please reach out to us at support@koeitecmoeu.com before returning your order.
Your return will ship to:
Reef Entertainment Kft
BÉCSI ÚT 30
PILISJÁSZFALU
2080, Hungary
Refunds (within 14 days of receiving your order)
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you of this. We will also notify you of the final approval or rejection of your refund.
If you are approved, your refund will be processed and credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
Late or Missing Refunds (if applicable)
If you haven’t received a refund after your application for one has been approved, please try the following:
- Check your bank account again.
- Contact your credit card company. It may take some time before your refund officially shows up in your account, especially depending on your specific location.
- Contact your bank. There is often a period of processing time before a refund is issued.
- If you’ve done all of this and you still have not received your refund yet, please contact us here: support@koeitecmoeu.com
Q: I’ve already placed an order with the UK Store what happens now?
A: If you have already placed an order, your order will ship from the UK Store. All future orders placed through our EU Store will ship from our new Hungary warehouse.
Q: Can I still order through the UK Store if I want?
A: Our UK and EU Stores are now separate to streamline the VAT/Tax process for our customers. All EU customers will now place their orders through the EU Site to ensure tax is taken at the time of purchase.
Q: Do I need to create a new account if I already have a UK/ EU Store account?
A: Yes, unfortunately we cannot copy over your account to the new website.
Q: Who do I contact for support now?
A: At present our team based in the UK will still be able to answer support on behalf of our EU team. Please contact support@koeitecmoeu.com for any order/ store enquiries.