Shipping FAQ

When you have placed your order we ship it out in 0-2 days. After that these will be our shipping times:

USA – 2-4 working days – DHL/USPS
UK – 5-10 working days – FedEx/Royal Mail
Canada – 5-12 working days – DHL
Australia – 14-21 working days – Deutsche Post
Germany - 3 working days – DHL
Netherlands – 1-2 working days – PostNL
Switzerland - 4-7 working days – Deutsche Post
Italy – 2-6 working days - Deutsche Post
Austria – 2-6 working days - Deutsche Post
Belgium – 1-2 working days – PostNL
Sweden – 2-6 working days - Deutsche Post 
France – 2-6 working days - Deutsche Post 
Ireland – 2-6 working days - Deutsche Post 
Luxembourg – 2-6 working days - Deutsche Post 
Spain – 2-6 working days - Deutsche Post 
Slovenia – 5-12 working days - Deutsche Post 
Portugal – 2-6 working days - Deutsche Post 
Greece – 2-6 working days - Deutsche Post 
Slovakia – 5-12 working days - Deutsche Post 
Poland – 5-12 working days - Deutsche Post 
Latvia – 5-12 working days - Deutsche Post 
Cyprus 5-12 working days - Deutsche Post 
Hungary – 5-12 working days - Deutsche Post 
Bulgaria – 5-12 working days - Deutsche Post 
Singapore – 5-12 working days - Deutsche Post

*Working days: Monday, Tuesday, Wednesday, Thursday and Friday.

Is your country not included in this list and still want to know the shipping time? Please email us at info@gohoeorgohome.com 

We accept many kinds of payments:

iDeal, Visa, Mastercard, American Express, Maestro, Bancontact, Shop Pay, Apple Pay, Google Pay, Sofort and Klarna*.

*Klarna only accepts payments from: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland and the United Kingdom.

Can't find one of these payment options?

Please fill out your shipping details first, the next page will show you all the options!

Don't worry, after your order is shipped out, you will get an email with your track and trace code!

If your game is shipped out with Deutsche Post, you might need to fill out your tracking number on your local post website after it arrives at your country for more detailed information.

You're gonna make us sad but yes, we do accept returns! 

If you have changed your mind, if you ordered the wrong game or if you have any other reason you want to return your package, you can do so. :)

We have a 14-day return policy from the date you’ve placed the order on, not the day you’ve received your package. Please keep that in mind!

We don’t accept the following return items:

• Items that have been opened or played.
• Sale items

To start your return process please contact us on info@gohoeorgohome.com or fill out our contact form.

Oh no! Please contact us as soon as possible to have your address changed before it ships out. Contact us at info@gohoeorgohome.com or fill out our contact form. 

Once we have shipped out your game, we can not change the address anymore. When entering a wrong address and the game gets delivered there, we are not responsible for any refunds. Only when the game is returned we can only refund the cost of the game, click here to see our refund policy.

Did you check your spam folder?
Did you check the right email's inbox?
Did you write the correct email in the order?

Check this first. If you still need help, you can contact us through the contact form below or send us an email at info@gohoeorgohome.com.

We are very sorry to hear that. Please contact us on info@gohoeorgohome.com or fill out our contact form so we can help solve this issue. 

We will contact the carrier and ask for an update. However, carriers do respond usually in 7 days, while when a customer contacts them, they are obliged to respond the same time. Could you try contacting the carrier first as this is the quickest way, you’ll get an answer?

We are still 100% happy to help you solve this issue if you don’t want to do this, but from experience we know that most of the time the customer has a much quicker response than us unfortunately...

We are very sorry to hear that. 

We do have to warn you that the carrier only returns packages if one of the following situations has happened:

• You’ve entered a wrong, insufficient or non-existent address.
• You’ve entered delivery instructions on your address such as: floor 1.
• You weren’t at home to receive the package.
• You didn’t pick up a package from a pick-up point.

In these situations, the packages will return to our warehouse. When we receive the package back into our warehouse, we will see this order as a return and process it like one. Click here to see our refund policy.

If you would still like the game, you can just order again!

Isn’t any of this the game, but did the order still get returned? Please contact us on info@gohoeorgohome.com or fill out our contact form so we can help solve this issue. 

Sometimes, if you provide an incorrect address, your building is empty, or the address doesn't exist, the delivery company may mark your package as a dead letter and throw away your package instead of returning it to us.

Unfortunately, in such cases, we can't offer a refund. Because we wouldn't be able to sell the game to another customer anymore and it's not our fault the package didn't make it to you. If you still want the item, we can send you a free replacement, but you'll need to pay a reshipping fee.

It is possible that when your package is being held at customs that a certain fee needs to be payed. However, this doesn't happen very often.

When it does happen, you will get a letter or an e-mail about this from them (not from us). It is important to always keep an eye on your mailbox and track and trace to prevent your package from getting returned or any further delay. We expect our customers to pay the taxes and duties themselves.

However we will always reimburse your shipping fee, so you won't have to pay twice!

We do require you to e-mail us this request, send us the customs letter requesting the fee and a proof of transfer.

If you have any questions about this or you want us to refund your shipping fee, please contact info@gohoeorgohome.com or fill out the contact form on our website!