Support for direct.playstation.com (UK)

Back

Order and Delivery

Manage order

Delivery issues

Back

Order and Delivery

Manage order

Check your order status

Find your order tracking details through order look up or sign in to direct.playstation.com and select My Orders.
Find the order in question and click on Track to view the details.

Please note, tracking details may take up to 48 hours to display after an order has been shipped.

Check your order status

Edit your information

Once a standard order is placed you cannot change the payment method.
If you have an active pre-order, you can modify the payment method associated with your pre-order anytime up to 8 days prior to the listed release date of the product. If you were signed in while you made your pre-order reservation you will need to be signed in to modify your reservation. When changing the shipping address please take a moment to make sure your payment method and billing address are up to date.

Manage order

Cancel an order

You can cancel your order within 30 minutes of placing it to prevent it from being processed and shipped.

Go to Order Look Up and select the order.
Select Cancel.
If your order has been processed, it can’t be cancelled.

You can only cancel whole orders.
If your order is cancelled successfully, you won’t be charged for the order.
If you selected a credit/debit card or PayPal as your payment method, a hold on your funds is taken. This will be removed, usually within 7 days, depending on your financial institution.

Manage order

Delivery issues

Delivery delay

Find out when your direct.playstation.com order will ship, and how to track its progress.

Check your order status

When does my order ship?

Missing package

If your package status is “Delivered”, but you can’t find your order. Please follow these steps:

Look for a note from your carrier to see if there were any delivery instructions.
Check with other people in your household or your neighbours to see if they received the package.
If you live within an apartment or multi-resident complex, please check with your front desk attendant, mailroom or security and ask if the package has arrived under your name.
Please wait 48 business hours after the tracking update.

Delivery support

Contact PlayStation Support

Missing item

Check your order status to confirm the items for each shipment. Orders may have multiple shipments and items.

Please double-check the shipping package and inside the product box(es). Sometimes items in the packaging may be missed.

If you’re still missing an item, please contact PlayStation Support for additional assistance. Please have your order number ready.

Contact PlayStation Support

Damaged package

If the packaging of your delivery appears to be damaged, please remove and examine the product to see if there has been any damage.

If the product has been damaged you can set up a refund or replacement order by visiting the guides below.

Set up a replacement order

Request a refund

Back

Returns

Returns FAQ

Refunds and replacement

Back

Returns

Returns FAQ

Set up a replacement

Orders may be eligible for return within 30 days.

Any products returned must be sent back with the original packaging and include any manuals, cables, and accessories. For more details, please see the returns refund policy.

You can start a return or replace order from Order Look Up or My Orders.

Return or replace an order

Return policy

Learn more about our returns policy.

Returns policy

Look up return status

Go to Order Look Up.
Enter your order information.
Select your order and select Track Return.

If you were signed in when placing the order, you can also view your return status through My Orders.

Return or replace an order

Refunds and replacement

Initiate a return from My Orders

Items may be eligible for return within 30 days. Please see Returns and Refund Policy for more details.

Go to direct.playstation.com and sign in.
Mouse over the smiley face in the upper right-hand corner of the page and click My Orders.
Find the order in question and select Return.
Select the items you want to return, the type of return (refund versus replacement), and the reason for the return.
Select Confirm Return.
Follow the on-screen instructions to print the return label.

Please note, the replacement option will not be available if the product is out of stock.

Returns policy

Learn more

Initiate a return from Order Look Up

Go to Order Look Up and enter your order number, email address and billing phone number.
Find the order in question and select Return.
Select the items you want to return, the type of return (refund versus replacement), and the reason for the return.
Select Confirm Return.
Follow the on-screen instructions to print the return label.

Please note, the replacement option will not be available if the product is out of stock.

Returns policy

Learn more

Refund policy

Learn more about our returns policy.

Returns policy

Back

Billings and Payments

Billing FAQs

Vouchers

Back

Billings and Payments

Billing FAQs

Billing information

Find out more about billing times for direct.playstation.com.

Billing support

Your order didn't complete?

Please consider the following when attempting to place an order:

Verify the billing and shipping information you are entering during checkout is accurate.
Check with your financial institution/bank to ensure they aren’t placing any holds on your payment method.
Orders can’t be shipped to PO boxes.
Verify you are placing an order for the correct country/region. Your billing address and shipping address should be from the same country/region as your direct.playstation.com country/region.

Learn more

Vouchers

Redeem codes on direct.playstation.com

Go to direct.playstation.com and add items to your cart.
Select Redeem code.
Enter the discount code.
Select Apply.
Follow the on-screen instructions to complete your purchase.

Voucher support

Redeem PC codes on store.steampowered.com

Redeem your PC voucher codes on Steam.

Redeem PC Codes

Back

Pre-orders

Pre-orders help

Pre-order on PS Direct

You can pre-order some products on direct.playstation.com before they are released.

Select the eligible product.
Add it to your cart and complete the purchase. After placing your order, you will receive an e-mail confirmation containing an order reference number.