Name: Zatu Games
Address: 40 Barnard Road Norwich, Norwich, Norfolk
Rating: 4.77

“The products arrived well, one of then has no plastic around but I believe it has more to do with the product not the store. Unfortunately I had to return the item and discovered the store return rules online are false. In the website it says if the return is more than 100 then they can’t pay for it , and that’s the only exception. My return was 40, and they refused. There was no help, no shipping label like other companies, and support just ignored the rules on the website. I was recommended this store and while I believe it can be good for locals if you live abroad my recommendation is to order from somewhere else. I’m proceeding legally and will update this review along with other socials regarding the situation once resolved”

Helpful Report

Posted 4 days ago

Hi Ruben, Thank you for taking the time to share your feedback. We're genuinely sorry to hear about the difficulties you experienced with the return process. Clear communication and adherence to our policies are very important to us, and we appreciate you bringing this matter to our attention. We understand how frustrating it can be when the returns process doesn’t meet your expectations, especially with international orders. As outlined in our Returns Policy, we’re unable to reimburse return shipping costs or customs fees for international returns. However, we do issue a full refund, including the original shipping charges, once the item has been received by our warehouse and processed by our returns team. If there's anything further we can do to assist or clarify, we’d be happy to help. Please don’t hesitate to get in touch with us at team@zatu.co.uk, quoting your reference number 8000. Take care, Team Zatu Games

Posted 19 hours ago

“I ordered a MTG Fallout play mat back in March 2024, it said it was available when i purchased and wasn't advertised as a pre order. This then changed after a few days to show as pre order only. Since then i have contacted a few times to check on updates and have been told that there has been no update from the suppliers. The expected date has constantly changed and i have had no further correspondence. It now simply shows as out of stock with an option to be notified when stock has arrived. No communication to advise of this update, I've had to find this out myself. I understand that it may be out of your control due to suppliers but there has been no correspondence direct from yourselves through this. Any correspondence has been through my own doing of chasing to get updates, or by me simply checking the website for updates. I even contacted Ultra Pro regarding the stock issues to see if they could shed some light, they advised that they had plenty of stock and no issues on their end so unsure why it's taken so long. It's not even the money i'm annoyed about as its only £20, its just the fact of being left in the dark about whats going on with the order. If you wasn't going to get stock then could of let me know so i could of got a refund or swapped the product for something else.”

Helpful Report

Posted 2 weeks ago

Hi Sam, Thank you for taking the time to share your experience with us. We’re truly sorry to hear about the lack of communication regarding your MTG Fallout play mat order. We want to make sure you feel acknowledged and informed, and we certainly did not intend to leave you in the dark. We actively reach out to suppliers who we have confirmed orders with to provide updates to our customers. Unfortunately, we still have not had an update from Ultra Pro for this product. We will take this as an opportunity to reach out to Ultra Pro directly again and request an update from our supplier. If there's anything further we can assist you with, please don't hesitate to contact us at team@zatu.co.uk with the reference number 8561. We’re here to help in any way we can. Best wishes, Team Zatu Games

Posted 1 week ago

“They didn't help me with a shipping issue, even if I requested help right after I made the order. The package is since then blocked at the UK shipping facility, no idea if I'll ever get that.”

Helpful Report

Posted 2 weeks ago

Hi there, Thank you for reaching out and sharing your experience. We’re genuinely sorry to hear about the shipping issue you've encountered. It's understandably frustrating to feel uncertain about your package's whereabouts. Having investigated this further for you, we can confirm that your order was dispatched to Italy on 07/09/2025, and updated tracking suggests that this is at your destination country's customs as of today (18/09/2025) and is awaiting clearance. We have tried to look for any previous contact from yourself, and we have been unable to locate this via our customer service inbox, live chat function, or any record of a call. It is worth noting, international shipping can unfortunately take some time to update once it is leaving the UK or as it is being cleared at customs; this is unfortunately, outside of our control, and is a requirement for any and all international deliveries. Please contact us at team@zatu.co.uk with your order details if you require any further assistance with the reference number 5374, and we will do everything we can to assist you further. Thank you for your patience and we look forward to helping you. Warm wishes, Team Zatu Games

Posted 1 week ago

“I bought a gift voucher for a family members birthday, it was supposed to be delivered via email on the 12th his birthday but he has still not received it despite the money being taken out of my account and his email address being correct.”

Helpful Report

Posted 2 weeks ago

Hi Jacqueline, Thank you for bringing this to our attention. We're really sorry to hear that your gift voucher hasn’t arrived as expected, especially on such an important occasion. It’s understandable to feel frustrated when things don’t go as planned. Please rest assured that we are happy to investigate this issue right away to ensure you receive your voucher promptly. Please reach out to us directly at team@zatu.co.uk with the reference number 9416, and we’ll be more than happy to help you out. Warm wishes, Team Zatu Games

Posted 2 weeks ago

“MY PERSONAL EXPERIENCE I reached out to RANGEPRO.ORG regarding a concern with my account, and their support team truly impressed me. They were quick to respond, clear in their communication, and efficient in resolving the situation. Everything was set right, and my funds were promptly returned. Exceptional service from start to finish.”

Helpful Report

Posted 2 weeks ago

“Still haven’t received my order or refund”

Helpful Report

Posted 2 weeks ago

Hi Stephen, We're really sorry to hear that you haven’t received your order or a refund yet. We completely understand how frustrating this situation must be, and it’s definitely not the experience we want for our customers. Having investigated this for you, we can see that your order is currently undergoing an investigation as a result of a disputed delivery. As this is being handled by our escalations team, they are doing everything they can to ensure that this is resolved as soon as possible for you. Please rest assured that we take concerns like yours very seriously and would love to help resolve this matter further. If you could reach out to us at team@zatu.co.uk with your order details and the reference number 0113, we’ll do our utmost to assist you and provide the information you need. Thank you for your patience and feedback; we really appreciate it. Best wishes, Team Zatu Games

Posted 2 weeks ago

“Back order placed in February, delivery date keeps changing. Whenever I make an enquiry I’m given a long story basically telling me nothing, very poor service.”

Helpful Report

Posted 2 weeks ago

Thank you for sharing your concerns, Raymond. We're truly sorry to hear about the issues you've faced with your back order. We understand how frustrating it can be when restock delivery dates change. Backorder restock dates are unfortunately subject to change, and our procurement team continue to try and provide up-to-date information on the relevant product pages wherever possible. Where dates are not provided to us by our supplier, we chase this as often as possible, even if the information we receive are only estimates Please know that we are looking into your experience to improve our service to ensure that all orders are fulfilled in as timely manner as we are able to. Your feedback is invaluable to us, and we appreciate your patience during this time. If there’s anything specific we can assist you with, don’t hesitate to reach out to us directly at team@zatu.co.uk with the reference number 1859 and a member of the team will be happy to help wherever possible. Best wishes, Team Zatu Games

Posted 2 weeks ago

“Kickstarter fulfilment delayed multiple times, now a month past your original timeline with no status updates or tracking numbers. Our publisher is now facing a huge volume of feedback and queries because of how you're handling this. But your communication is poor to non-existent, assuming your updates are worth anything at all. When the first handful of deliveries eventually arrived, we've seen lots of items missing, as several backers have reported so far. The only reason I'm a customer is because I didn't have a choice this time. I've been suckered in to your bait advertising of non-existent pre-orders in the past, so I avoid you like the plague. AVOID ZATU. Especially pre-orders and backorders, whatever you do.”

Helpful Report

Posted 3 weeks ago

Hi there, thanks for the feedback regarding your Kickstarter order. We completely appreciate the frustrations with Kickstarter campaigns when they get delayed and you're still awaiting your game. While we're conscious that you've not reached out to us directly, we believe we can identify the campaign you're referring to, and we're sorry if there has been any miscommunication around this. Having investigated this further, we initially started fulfilling the campaign when it first arrived in our warehouse but unfortunately needed to pause the campaign in agreement with the publisher while some issues were resolved. To our knowledge, there have been no reports of any missing items by the backers who received their initial orders and would encourage anyone who has an issue to contact us at fulfilment@zatu.co.uk so we can investigate and resolve. We are also pleased to say that, regarding this campaign, we have now been told we can continue the campaign as of this morning (11/09/25) so all orders should start to be sent out over the coming days. We'd certainly be keen to discuss your concerns further if you could email us at fulfilment@zatu.co.uk and we can investigate address your specific concerns. We're genuinely sorry that you've been very frustrated by this delay and we will work continue to work with the publisher to dispatch all orders in a timely fashion.

Posted 2 weeks ago

“Je viens de recevoir mon jeu commandé sur le site Zatu Games. Concernant le jeu lui-même rien à redire. C'était bien emballé; livré à la bonne adresse et correspondant à ma commande. L'énorme point négatif est le délai de livraison. En effet j'ai commandé en janvier 2025 et je suis livré en septembre 2025 (9 mois d'attente pour un jeu....) Tous les mails que j'ai pu envoyé à Zatu Games ont été répondu rapidement mais jamais ils ont proposé une alternative ou un dédommagement pour ce reatrd beaucoup trop long. pas sûr que je referai une commande chez eux...”

Helpful Report

Posted 4 weeks ago

Thank you for your feedback, Ducroux. We're delighted to hear that you're satisfied with your game, as well as with the packaging and delivery to the correct address. However, we're sorry to hear that the delivery time was disappointing for you. We fully understand how frustrating a long wait can be. We can see that the item in your order was on backorder, and, as per our Backorder Policy, we do expect these to arrive with us within 2-3 months. However, sometimes this can be longer as we await for a restock from our supplier. Our teams always strive to respond quickly to customer concerns as soon as possible, and we are happy to discuss any alternatives you may wish for you order at any time! Your experience is valuable to us and will help us improve our services in the future. If you have any further questions or concerns, please don't hesitate to contact us. Best regards, Team Zatu Games

Posted 2 weeks ago

“Would not let me check out.so disappointed”

Helpful Report

Posted 1 month ago

Thank you for your feedback. We're truly sorry to hear that you experienced issues during checkout. This is not the experience we strive to provide, and we understand how disappointing this must have been for you. We’re continuously working on enhancing our website and checkout process to ensure a smoother experience. If you have any further concerns or require additional assistance, please feel free to reach out to our customer service team at team@zatu.co.uk Best wishes, Team Zatu Games

Posted 4 weeks ago

“Product I wanted to buy was in the picture on item description, and I ordered two of them. It turns out it a random selection, so i got two identical but neither i needed. I already had the two they sent and bought cheaper elsewhere online. They wont organise free return and cost to return would be more than the cosf of the products. Would never have purchased the same as i already have, all because of the misleading image on the product page. Wont be using this site again.”

Helpful Report

Posted 1 month ago

Thank you for your feedback, and I’m truly sorry to hear about your experience. We strive for accuracy on our product pages. Your input is invaluable, and we'll review the listing to ensure future clarity. Having reviewed this for you, I can see that the product in question does state clearly in the title and in the description that the product is an assortment, and one is chosen for you at random. I understand the frustration of receiving unwanted duplicates, and I apologize for the inconvenience this has caused. While we were unable to offer a free return on this occassion for you, I can see that our team offered for the order to be returned for a full refund if preferred, as per our Returns policy. Please feel free to reach out to our support team if you have any further questions or need assistance. Warm regards, Team Zatu Games

Posted 4 weeks ago

“I wish I could give them less than one star. My experience with ZATU Games has been horrendous. I preordered a product, months in advance, that was listed as available with a promise of delivery by the release date. One week later, the product has not been shipped. When contacted, the company blames their distributor with no remorse or option of compensation for the inconvenience. Additionally, other products in the order have also not been shipped. Two weeks (plus) later, the product has not been shipped. No idea from the company when the product will be available. When I asked if I could get the rest of my order while I wait for them to sort their issue, they said, as long as I pay additional shipping. Their suggested solution is to cancel my order of the product. Suspiciously enough, the price of the product has increased since my preorder. Each time I've contacted the company via email, their responses have been prompt; however, they refuse to take responsibility for their false advertising and inability to meet their promised delivery date. Instead, they wish to further take advantage of their customer.”

Helpful Report

Posted 1 month ago

Thank you for sharing your experience, and I’m truly sorry to hear about the frustration you've encountered. We strive to meet our delivery promises and understand how disappointing it can be when things don't go as expected. While we do rely on our distributors for timely shipping, we acknowledge that communication is key, and we're actively looking to improve in that area. We can see that our team informed you of a stock issue with one of your products, and whilst this was unfortunately outside of our control, we can see that our teams looked to try and resolve this as soon as they were able to. Regarding the shipping issues and the increase in price, I can understand how concerning this must be for you. The pricing of products may change based on our suppliers, and whilst we try to absorb as much of that cost as possible, sadly these can increase in price. Please rest assured that our team never intend to suggest you place an order again as a result of any increases of price. Nevertheless, we always aim to provide excellent service and transparency to our customers, and your feedback will help us refine our processes further. If you'd like us to assist you further, please reach out to our customer support at team@zatu.co.uk with the reference number 5451, and we would be happy to help wherever possible. Warm regards, Team Zatu Games

Posted 4 weeks ago

“Rude customer service after i messaged about an order when they didn't bother to update me that it had been delayed as stock was kept at a seperate site and delivery would be delayed past the dates iringally given. Order arrived a week after original dates, and was crushed and barely usable. Shame as they had previously been my go to for board games.”

Helpful Report

Posted 1 month ago

Thank you for your feedback, Phil. I sincerely apologise this was not delivered during your estimated delivery date. Having reviewed your order, I can see that this was delivered 3 days after your estimated delivery date. We understand how important timely delivery is and regret any inconvenience this delay may have caused. If your order arrived damaged in any way, please don’t hesitate to contact our customer support team by providing images of the damage and emailing these to team@zatu.co.uk, using the reference number 4508, where a member of the team can review this further. We take these matters seriously and would be happy to help resolve this for you. We never expect our items to arrive in the condition you have described. Warm regards, Team Zatu Games

Posted 4 weeks ago

“Ordered alt cover DMG and PHB (2024) in May accepting that it would ship 1st July. It has been nearly 2 months and I haven’t heard anything about my order. Upon emailing *them* they’ve asked me to keep checking the product page for an update and have made no offer to rectify the issue. I still haven’t been told what the supplier issue pertains to. Seemingly, they haven’t attempted to get what I paid for from another supplier either.”

Helpful Report

Posted 1 month ago

Thank you for your feedback, and we are sorry to hear of your experience. Having investigated your order, I can see that the items are both listed on backorder with our supplier. These are confirmed with our supplier, and, as per our Backorder Policy, these can take anywhere up to 2-3 months before they arrive with us, and sometimes this can be longer. If you wish to discuss your order further, please don’t hesitate to get in touch with our team directly at team@zatu.co.uk with the reference number 5468 — we’re here to help. Warm regards, Team Zatu Games

Posted 4 weeks ago

“I wish I could give them less than one star. My experience with ZATU Games has been horrendous. I preordered a product, months in advance, that was listed as available with a promise of delivery by the release date. One week later, the product has not been shipped. When contacted, the company blames their distributor with no remorse or option of compensation for the inconvenience. Additionally, other products in the order have also not been shipped. Two weeks (plus) later, the product has not been shipped. No idea from the company when the product will be available. When I asked if I could get the rest of my order while I wait for them to sort their issue, they said, as long as I pay additional shipping. Their suggested solution is to cancel my order of the product. Suspiciously enough, the price of the product has increased since my preorder. Each time I've contacted the company via email, their responses have been prompt; however, they refuse to take responsibility for their false advertising and inability to meet their promised delivery date. Instead, they wish to further take advantage of their customer.”

Helpful Report

Posted 1 month ago

Thank you for taking the time to share your experience — we're genuinely sorry to hear it did not meet your expectations. We completely understand your frustration; It’s always our aim to meet pre-order release dates, and we're sincerely sorry that this was not the case for your order. The delay you've experienced is the result of unexpected issues with our distributor — sadly this is not something we can directly control, however, we are actively working directly with the distributor to resolve this ASAP. As per our Pre-Order policy, we do require additional shipping in order for us to ship in-stock items. We are taking your feedback seriously as we look to improve our processes and communication. If you’d like to discuss your order further, our team would be more than happy to help you find a resolution that works for you; to do so, please contact team@zatu.co.uk with a reference number of 0724 and a member of the team can assist you further. Warm regards, Zatu Games

Posted 4 weeks ago

“the box arrived half empty, there were only two pieces of filler paper, which can be seen in the photo. The board games were not packaged in bubble wrap. Due to the fact that the transport box was large and half empty, board games were hanging all over the box during the trip to my city. All the boxes are broken, they were not packed in any bubble wrap. Sushi Go party the tin box got so badly deformed! I tried to bring her back to her base position, but I couldn't. The Nusfjord box was damaged so that a corner on the outer box of the game completely parted, the fate of the other corners and the top of the box is not enviable either. The lid had already caved in. A friend also placed an order (#1008179586), only Nemesis was in his order. It was also not packed in any way, the box just rode inside the shipping box, no bubble wrap, no paper filler. But due to the fact that the transport box was almost the size of the game, it didn't have as much damage as my five games.”

Helpful Report

Posted 1 month ago

“They fraud me”

Helpful Report

Posted 1 month ago

“Absolutely shocking customer service, still waiting on items preordered in March, now it's August. Messed around and fobbed off, asked to pay for split shipping and now told there was a stock error. Really upset and disappointed with a company I've always recommended before, don't think I will shop with you again.”

Helpful Report

Posted 1 month ago

“Bought the summer party version of hitster. None of the QR codes matched the songs that played on Spotify. I informed them and they said I would have to go through the trouble of returning it ON MY OWN DIME and then I would get a refund. Very disappointing.”

Helpful Report

Posted 1 month ago

“The Metal Earth producs are great but it took twice the amount of time that was agreed upon when I purchased the kits for them to actually arrive. I was told that there were issues within the warhouse and that you had to go to a secondary warhouse to get the products. The team was very nice and cordial during the three time I needed to contact you asking where the kits were. It is a shame because, according to your web page you are the largest supplier in the UK for Metal Earth products. At this time the jury is still out as to whether I come back to Zatu Games for any further products.”

Helpful Report

Posted 2 months ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

Zatu Games Reviews