FREQUENTLY ASKED QUESTIONS

Purchases & Orders

Are the products new and official?

Yes, all products are new, authentic, and sourced through our official distribution channels

Are the games factory sealed?

Yes, unless explicitly stated otherwise (e.g. refurbished or open-box items).

Can I modify or cancel an order?

This depends on the order status. Once an order has been shipped, it cannot be modified or cancelled.

Can I check out as a guest, or do I need an account?

You can check out as a guest, but creating an account offers additional benefits. Once we know we have accounts, customers can download their invoices. For guests, please contact us at store@tesuragames.com.

I haven't received a confirmation email. What should I do?

First, please be sure to check all of the folders in your inbox, particularly your Spam/Junk folder and, if you are using Gmail, your Promotions inbox. If you cannot find your confirmation email in any of your folders, please contact us at store@tesuragames.com.

What are the bonus Items with purchase?

Bonus items are products that you get free of charge as a bonus for purchasing certain items on the Tesura Store. Bonus items will be automatically added to your shopping cart if it contains qualifying products. Quantities are limited, so bonus items are only available while stocks last. Bonus items can only be received by purchasing the qualifying products and are limited to one bonus item per order.

How do I use a discount code?

Add your items to the cart and proceed to checkout. Enter your code in the "Coupon code" field and click "Apply coupon" the discount will be reflected in your total before you pay.

What do I do if I've ordered the wrong item?

To cancel your order, please contact our Customer Support Team at store@tesuragames.com. Please note that if your order has already been processed by our warehouse before you cancelled your order, we may be unable to stop the products from being shipped to you. In such cases, the products can be returned after delivery. Please check the “Returns” section of our terms and conditions for more information.

Can I pre-order more than one item?

Yes, you can. Please note that the order will be shipped once all items are in stock at our warehouse. If you want to get each item by its individual release date, we recommend pre-ordering separately. Please check the “Availability and Delivery” section of our Terms and Conditions for more information

Payments

What payment methods do you accept?

Credit/debit cards and PayPal.

An error occurred during my payment. What should I do?

Please wait a few minutes, refresh the page, and try again. If the issue persists or you've been charged, please contact our support team so we can help you out

Is it safe to pay on your website?

Yes, we use secure payment gateways with SSL encryption.

When will I be charged for my order?

Payment is processed at checkout (including pre-orders).

Shipping

Which countries do you ship to?

We ship globally! We might need some extra information depending on the country. We reserve the right to contact you via Customer Service to request any necessary information if needed.

Can I change my shipping address?

To change your shipping address, please contact us at store@tesuragames.com. Changing your shipping address will not affect pre-orders/orders that you have already placed. Please provide the full address currently on the order, the full address you would like to change it to and your order number. Note, we are unable to change the shipping address of an order that is being prepared or in transit to you. We are also unable to change the delivery country on an order, regardless of the order status.

How much does shipping cost?

Shipping costs depend on the destination and weight. You can check the estimated shipping costs in the “Deliveries and Returns” section of our website, but the final cost will be calculated at checkout.

How long does delivery take?

Delivery usually takes between 1 and 2 business days for Spain, 3-4 business days for Europe, and 4-6 business days for the rest of the world, depending on the country.

How can I track my shipment?

You will receive an email with a tracking number once your order has been shipped.

What if my order arrives damaged or incomplete?

Please contact customer support at store@tesuragames.com, and include photos or videos of the issue. Please check the “Returns” section of our Terms and Conditions for more information.

Pre-orders & Releases

Do you guarantee delivery on release day?

We aim to deliver on release day, but this cannot be guaranteed in all cases.

When are pre-orders shipped?

Pre-orders are usually shipped a few days before the official release date, depending on the country.

Are pre-orders charged in advance?

Yes. Pre-orders require full payment in advance.

Returns & Refunds

Can I return a product?

Yes, you may return products within the legal return period, provided they are unopened and in their original condition. Please check the “Returns” section of our Terms and Conditions for more information.

Can I cancel a pre-order?

Yes, please contact our Customer Service team at store@tesuragames.com. The refund might take up to 7 days. Pre-orders cannot be cancelled one week before the physical release.

How long does it take to receive a refund?

Refunds are usually processed in up to 7 days after the return is approved

Customer Support

How can I contact customer support?

You can reach us via email store@tesuragames.com, contact form via tesuragames.com, or our social media channels (@tesurastore).

What are your customer service hours?

Monday to Friday, from 9:00 to 14:00 (excluding Bank and Seasonal Holidays).

STILL NEED HELP WITH YOUR ORDER?

Please fill in this form or contact us by sending an email to store@tesuragames.com. 

Our customer service team will be glad help you!