FAQ / Help

Online Store FAQ

Ordering and Payments

• Q: How do I place an order online?
  A: Simply browse our online store at thistletavern.com, add the items you wish to purchase to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment information.
• Q: What payment methods do you accept?
  A: We accept Visa, Mastercard, PayPal, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, UnionPay, Klarna.
• Q: Is my payment information secure?
  A: Yes, we use secure payment gateways to protect your financial information. Your data is encrypted and handled with the utmost care.
• Q: Can I cancel or modify my order after it's been placed?
  A: Please contact us as soon as possible at support@thistletavern.com if you need to cancel or modify your order. We'll do our best to accommodate your request, but changes may not be possible once the order has been processed.

Shipping and Delivery

• Q: What are your shipping options and costs?
  A: We offer a variety of shipping options depending on your location:
  EU (European Union):
  • Express International: £75.00 (Any amount not needed to cover postage cost will be refunded).
  • Royal Mail International Tracked < £50: £12.00 (Orders £0.00-£50.00).
  • Royal Mail International Tracked > £50: £20.00 (Orders £50.00-£250.00).
  
  International (Outside EU):
  • Express International: £100.00 (Any amount not needed to cover postage cost will be refunded).
  • Royal Mail International Tracked < £50: £20.00 (Orders £0.00-£50.00).
  • Royal Mail International Tracked > £50: £35.00 (Orders £50.00-£250.00).
  
  United Kingdom:
  • Royal Mail Special Delivery: £12.00 (Orders £0.00-£350.00).
  • Royal Mail Special Delivery: £18.00 (Orders £350.01 and up).
  • Royal Mail Tracked 24: £5.00 (Orders £0.00-£150.00).
  • Royal Mail Tracked 48: £4.00 (Orders £0.00-£150.00).
  Please note that some international destinations may incur additional customs fees or taxes, which are the responsibility of the recipient.
• Q: How long does delivery take?
  A: Delivery times vary depending on the shipping method selected and your location.
  • Royal Mail Tracked 24 aims to deliver the next working day.
  • Royal Mail Tracked 48 aims to deliver in two working days.
  • Royal Mail Special Delivery aims to deliver by 1 pm the next working day.
  • Royal Mail International Tracked delivery times vary depending on the destination.
  • Express International delivery times vary depending on the destination.
  You will receive a tracking number once your order has shipped, allowing you to monitor your package's progress.
• Q: How can I track my package?
  A: Once your order has shipped, you will receive an email with a tracking number and a link to the carrier's website. You can use this information to track your package's progress.
• Q: What should I do if my order is delayed?
  A: If your order is significantly delayed, please contact us at support@thistletavern.com with your order number. We will investigate the issue and provide you with an update.
• Q: Do you ship internationally?
  A: Yes, we do ship internationally. If you are having trouble checking out, please contact us directly at support@thistletavern.com. Please note that we are not responsible for any customs fees or taxes that may be imposed by your country.
• Q: What is your return and refund policy?
  A: Please refer to our returns and refunds policy page on our website for detailed information. https://thistletavern.com/policies/refund-policy
• Q: What do I do if my order arrives damaged?
  A: Please contact us immediately at support@thistletavern.com with photos of the damaged items and packaging. We will assist you with a replacement or refund.
• Q: When will pre-order items ship?
  A: Pre-order items will ship on the day of their instore release. If you have ordered additional items alongside your pre-order these will be held and shipped with your pre-order item.

Account and Technical Issues

• Q: How do I create an account?
  A: Click on the "Account" or "Register" link on our website and follow the prompts to create an account.
• Q: I'm having trouble logging into my account. What should I do?
  A: You can use the "Forgot Password" option or contact our customer support at support@thistletavern.com for assistance.
• Q: The website isn't loading properly. What should I do?
  A: Try clearing your browser's cache and cookies. If the issue persists, please contact us at support@thistletavern.com.

Physical Store FAQ

General Information

• Q: What are your opening hours?
  A: Our store is open 4pm-11pm Monday to Friday and 12pm-10pm at the weekends. We may close the store early depending on the demand that evening.
• Q: Where is Thistle Tavern Games Hub located?
  A: We are located at 395 Union Street, Aberdeen, AB11 6BX.
• Q: Is there parking available?
  A: There is nearby on-street parking or a 10-minute walk away is the Chapel Street Multi-story Car Park.
• Q: What types of games do you sell?
  A: We specialize in Trading Card Games (TCGs), board games, and related accessories.
• Q: Do you buy used games or TCGs?
  A: We buy TCG cards. Please bring your cards to the store for evaluation.
• Q: Do you host events?
  A: Yes, we host daily events! Check our event calendar on our website or in-store for the latest schedule.

Facilities and Services

• Q: Do you have tables for playing games?
  A: Yes, we have dedicated tables for playing games.
• Q: Are there any fees for using the play area?
  A: Yes, there is a £5 fee to use a free table if there is space available. You can also hire one of our four rooms for £10 per hour. Rooms can be booked online at https://thistletavern.com/products/room-booking.
• Q: Do you offer any workshops or tutorials?
  A: We occasionally host workshops and tutorials. Please check our event calendar for upcoming sessions.
• Q: Is the store accessible for people with disabilities?
  A: Yes, our store is wheelchair accessible.
• Q: Do you offer click and collect?
  A: Yes, you can select local pickup when ordering online. Local pickup orders will usually be ready the same day and you will receive a notification email when they are ready to be collected.

Community and Events

• Q: How can I stay updated on upcoming events?
  A: Join us in our Discord server, follow us on our social media channels, check our website's event calendar, or sign up for our newsletter.
• Q: Can I host my own event at Thistle Tavern Games Hub?
  A: Please contact us at support@thistletavern.com to discuss event hosting options.

Membership

• Q: Do you have a membership scheme?
  A: Yes, we do! Our membership scheme costs £40 for the year and allows for a 5% discount on all purchases in-store and online.
• Q: How do I use my membership discount in-store?
  A: Just let our staff know you are a member at the time of purchase.
• Q: How do I use my membership discount online?
  A: Make sure you are logged into your account and use the code MEMBERSHIP at checkout.