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Welcome to Hitari!

Customer Service

Do I need to create an account to place an order?
You have two options when placing an order with, you can either place your order and register with us, or, you can place your order and choose not to register with us. If you choose not to register then you will not be able to check the status of your order and you details will not be stored and if you do wish to place another order with us then you will have to re-enter your details again. If you do choose to register then you will be able to check the status of your order and see what stage of processing your order is currently at.


What payment methods do you accept?
We accept all major credit and debit cards. Also, we do accept uncrossed postal orders or PayPal as payment methods. Please be aware that you will need to enter the final three or four digit number known as CVV or CV2. This number can be found on the back of your card at the end of signature strip and is present on all credit and debit cards. If you are unsure which number this is, then please email the Customer Services at for assistance.


Can I cancel an order?
Should you need to make alterations or deletions on an order, and you have an online account with us, you can do so in the View Orders page in the My Details area of the site. Please note alterations or deletions to orders cannot be made once the order has started processing. Also, once an order has been despatched to you it cannot be cancelled. It can however still be returned to us within 28 days of the date of despatch for a refund / exchange if the seal remains unbroken. For more information on this, please visit the Delivery & Returns page. If you don't have an account and wish to make alterations or deletions simply email the Customer Services at and a representative will help you.


After I place an order, how long will it take for me to receive it?
Our aim is to ship you order within 1 business day and deliver your order to you the very next day and in some cases within 1-2 working days if orders are received after 3pm. More information about your delivery times is indicated to you on the description section of each item listed.


Can I have my order sent to an address other than my own?
Yes. However, you will need to specify the delivery address where requested during the check out process only.


Can I order over the web and pick up my order from your site?
No, currently Hitari Trade does not offer this service. Please Note: Delivery lead times shown are approximate and are not guaranteed. Every effort will be made for all orders for "immediately" available items received at Hitari Trade prior to 5.00pm (Mon - Fri) to be shipped that day. This applies to products which are currently available in our distribution centre. International customers please be aware that we will be unable to refund any postage and packing costs incurred in returning a product to us under our 28 Day Returns policy.


What is your return policy?
Please note that Hitari Trade operates a 28 day returns policy. Any software may be returned for refund or exchange within 28 days of the despatch date, providing that the seal remains unbroken on the software. Faulty software where the seal has been broken must be reported to us via the Customer Service email address: Hardware or peripherals may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 28 days of the despatch date. Please note that hardware must contain every component part (cables, memory sticks etc.) and in a resalable condition before it can be accepted as a return. Faulty hardware may be returned back to us for a like-for-like within 14 days of the despatch date. Any further issues with orders after the 28 days must be reported to the manufacturer for any warranty claims. This does not affect your statutory rights.
Extended Christmas Returns:
Any items purchased on or after the 1st of November hold an extended return policy if purchased as Christmas Gifts. If the item is unwanted, you have until the end of January to send it back to us in its original, unopened and unused condition for a full refund. Also, if your item is faulty you have until the end of January to inform us of this fault and send it back for a replacement.

How do I return something?
If you have purchased a product and you wish to return it, then please email us first at the Customer Service email address: If you return any products to us, please obtain a free Proof of Posting receipt from the Post Office. Please Note: International customers should be aware that we are unable to refund any postage and packing costs incurred in returning a product to us under our Returns Policy. Items bought in 'bundle deals', such as 2 for £30.00 or hardware and software packs, if returned separately, will result in the full price being charged for other items in the special offer - and the refund adjusted accordingly. We may also be able to arrange courier collection for certain items, including large, bulky or high valued parcels. Please contact our Customer Services at for more information.


How does my personal account work?
Hitari Trade offers you the opportunity to set up your own personal account - as well as making future purchases easier and giving you simple-to-use control over order management. Account holders also get certain privileges over non-account holders, such as discount vouchers and fabulous offers!


What are the benefits of creating a Hitari Account?
You'll be able to store Personal Details to make the Checkout process easier and change Contact Details at the touch of a button. You can manage your Delivery Addresses and Payment Cards, view Your Order History and use discount vouchers. You can also set up a Wishlist.


What about my personal details?
For information regarding this please read our Privacy Policy.


I've forgotten my Password and am unable to Login. What do I do?
No problem. Just head on over to the Forgotten Password Page and enter your e-mail address. An e-mail will be immediately sent out to you with a new password.


I'm finished with my Account and wish to logout. How do I do this?
To logout of your account, all you need to do is click the "Log out" button in the top right corner of the site. To log back in again, simply follow the "Log in" link and re-enter your Username and Password.


How secure is website?
You don't have to worry about the safety of your credit card information when shopping at Hitari Trade. We use encryption technology to ensure that any information you transmit during the ordering process is secure. Our servers are secured to protect all personal information including credit card numbers, your address and any products you may order. If you still do not feel comfortable sending your credit card information over the Internet, and prefer to place the order by phone with a Hitari Trade Customer Services Representative, simply email us at We reserve the right to decline an order at our absolute discretion.


What PAL version are your products?
Our video games are PAL (UK and Europe) versions. You must have a PAL video game system to play them. We do NOT sell NTSC (US) video games. All PC (Computer) products that we sell should work on any PC system, provided it matches at least the Minimum Requirements to play the game (minimum requirements are viewable on the product pages for PC games).


What can you tell me about Age Restrictions?
Any product with a BBFC (British Board of film Classification) rating will be clearly described as such on the product page for that item. For further information on BBFC ratings, see the Video Standards Council Website or the Ask About Games Website. Additionally, we also display PEGI ratings. PEGI stands for Pan-European Games Information and is the new standard throughout Europe. PEGI age ratings are a guide and simply indicate what age you're likely to have to be to understand how to play the game (so a game like Civilisation for example, which is probably suitable content-wise for anyone, wouldn't be recommended for a 7-year old simply because of the depth of the game). PEGI ratings can also warn of the type of content in a game - for example sexual content, violence or bad language. Warning: It is an offence to attempt to buy a certificated title if you are under age or to attempt to purchase one on behalf of someone else who is under age.


Do you offer any extended warranties?
No, we do not currently offer extended warranties at this time.


My console is broken, do you offer a repairs service?
Unfortunately, no, Hitari Trade do not offer a repairs service.


What is a wish list?
Your Wish List is where you put all the products you're most excited about. Here you can keep track of the gaming goodies you're planning to buy, or share them with friends and family so they can get you the perfect prezzie!


How do I set up a Wish List?
To create a Wish List you need an account with us, this is so we can keep your information secure and you can retrieve your Wish List when you return to the site. To create an account you can select 'Login / Register' from the top menu and complete the registration process from that page. Once you have an account, next time you return to the Wish List entry page simply log in to retrieve your List.


How do I add an item to my wish list?
Once you have set up an account and Wish List you are ready to add products in to it. On every product page you will see a 'add to Wish List' button, selecting this will add the product to your List and a message will be displayed telling you it has been added. Once added you can carry on browsing and add more products, or view your full List.
Will my delivery be affected by the Christmas Holiday?
Last Recommended posting dates for Christmas:
18th Dec - Second Class
20th Dec - First Class
23rd Dec - Special Delivery
All of the below must be sent via Airsure or International Tracked:
Eastern Europe (and France, Greece and Poland): 10th of Dec
Western Europe: 14th of Dec
Australia: 5th of Dec 
USA: 13th of Dec 
Canada: 10th of Dec
Please aware that though this is the last postage date to receive items, take into consideration any backlog and delays of the festive period by royal mail!

For EU Orders, please allow up to 3-10 working days before Christmas to order an item as we are unable to guarantee you will receive it in time if purchased after this time frame.

For the Rest of the World Orders, please order 5-21 working days before Christmas as any orders placed after this time may not get to you in time for Christmas.

It should be noted that we are able to guarantee UK mainland delivery for orders placed on or before 23rd December and selected DPD Next Day Delivery Postage Option.
Alternatively, please check the recommended posting date on the royal mail website here:
FREE UK DELIVERY ON ALL ORDERS.All orders are processed within 1-2 business days.
© 2010 - 2014 Hitari Trade Limited trading as - Company Registration No: 07130599 - VAT Registered: 989 6830 38

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