FAQ - We answer your frequently asked questions
What payment methods do you accept?
You can pay via:
- Credit card
- Debit card
We are working to include more methods in the future.
If you have difficulties with the payment process, you can contact us at support[at]abylight.com
Why is my order on hold?
All orders remain on hold until we are able to process them and ship them. Usually this takes only 1-2 working days, but sometimes it can be longer, like in the case of pre-orders.
Shipping costs vary depending on the destination country. You’ll be able to see the amount during the purchase process, before confirming your order.
What countries do you ship to?
We are based in Barcelona, Spain, and we ship to:
Spain and Portugal.
Europe: Germany, Austria, Belgium, Denmark, France, Greece, Ireland, Italy, Luxembourg, Norway, Netherlands, UK, Sweden, Switzerland, Cyprus, Croatia, Slovenia, Slovakia, Estonia, Russia, Finland, Hungary, Iceland, Latvia, Lithuania, Malta, Poland, Czech Republic,Serbia and Turkey.
America: Canada, Mexico and USA.
Asia: China, South Korea, Hong Kong, Indonesia, Israel and Japan.
Australia and New Zealand.
How long does it take to ship?
The time of manipulation is usually 1-2 working days after the order is placed. Sometimes it can be longer if there’s a high volume of orders.
How long does it take to arrive?
It depends on the destination country. For shipments within the Iberian peninsula, the estimated delivery time is 24h-72h. For shipments within Europe, 6-8 days. Shipments to America / Asia / Australia can take up to 2-4 weeks.
Please, bear in mind that shipping times can be affected by COVID-19.
Customs for International shipping
International orders to countries outside the EU may be subject to duties and customs fees at point of delivery.
Please, contact your local customs office for more information.
Customs for UK shipping
Since UK is no longer part of the EU, you may be charged Customs Duty on goods sent from outside the UK (or the UK and the EU if you are in Northern Ireland) if they are worth more than £135.
If the goods are worth more than £135 in total (including shipping costs), you will have to pay VAT to the delivery company, either before the goods are delivered or when you collect them.
We suggest limiting orders to 2 items, to keep the cost below £135 and avoid paying VAT.
Be aware of any additional import charges. We are not responsible for any duty/import/taxes/customs/etc. Charges you may incur.
For more information:
Do you ship the games in a box?
We package our games with a lot of care. They are shipped within a cardboard box with bubble wrap or other packaging material for padding. Nevertheless, items can suffer damage during transport, which is outside of our control.
I want to cancel my order. Can I get my money back?
Purchases can be cancelled within 14 days after placing the order, providing reasons.
You’ll be reimbursed the cost of the item plus shipping, minus the fee that PayPal already collected from the purchase.
If the goods have already been shipped to you, we won’t reimburse shipping costs. We will proceed with reimbursement of the goods once they reach us back and we have been able to inspect them.
You will be responsible for the shipping costs of returning the item/s.
Please, keep in mind that it won’t always be possible to cancel an order.
For cancellations, please contact us at support[at]abylight.com.
I haven’t received my game yet. What can I do?
Once your order has been shipped, our system sends you an automatic email with tracking information.
Please keep track of your shipment and contact the postal service as soon as you notice any issue.
Be aware that shipping times are just an estimation. Delays can happen, and services can be impacted by COVID-19.
If your order gets lost by the courier agency or finds its way back to us as ‘return to sender’ due to absence or wrong address, we can refund the cost of the order (minus shipping cost), or you can pay to have it shipped again.
If you need more help, you can contact us at support[at]abylight.com
My game arrived damaged. Can I return it or exchange it?
If your purchase results badly damaged during shipping, you can make a claim at support[at]abylight.com within the next 14 days after receiving the item.
Please, keep the items in the original package and include pictures of the damage in your claim, both of the package and the goods.
We will review your case and come back to you with a solution, which may involve a reimbursement or a replacement.
We can refuse reimbursement / replacement until we have received the goods back.
Shipping costs for the returning items must be paid by the customer.
Please note that this is only for items severely damaged due to mishandling during transport. We won’t accept used items for returns. Games must be in the same condition that you received them and in their original packaging.
Can I buy the items from the Collector Sets separately?
We don’t sell the Collector’s Set items separately at the moment.
Why do you sell Collector’s Sets? Can I buy the standard edition instead?
We don’t have standard editions planned at this moment.
To us, creating physical editions of gems like Hyper Light Drifter – Special Edition, or Cursed Castilla, is a no brainer.
As publishers, we believe in quality over quantity and we are totally committed to every game we publish.
We are not satisfied with just putting a game in a box. We want to create the ultimate physical edition for our games.
Abylight’s team puts a lot of work and thought into the contents of each edition, and everything included is carefully designed to enrich the experience of the player.