Help and FAQs

What sort of games do you put in a crate?

Only the finest games make it into a crate, and we’re quite selective. We mean it when we say only the best games. We try to pick award-winning games, those that rank highly and rate very well on Board Game Geek. Our reputation stands solely on the games we send out. Take a look at the games that made it into previous crates to get a good feel for the calibre of games!

How many games will I get in a crate?

A standard crate might contain a brand new board game, an expansion pack for a game you already have, and a card game or accessory to an existing game. We’ll also include some nice extras each month and occasionally we’ll run a special crate for a new release, a holiday or special event.

I can get the games cheaper on Amazon!

We can’t compete with Amazon on price. But we can compete with them on the service, the personalisation of your crate, the accessories and additional extras you get in each crate, and the loving care and attention each and every one of our crates has. When we select games by their value we have to look at the RRP, not the knock-down, discount prices offered by Amazon. One day we might have the same amount of clout Amazon have and drive down the cost of games to us from our distributors, when that happens we’ll change this FAQ.

How do I make sure I don’t ever receive game ‘X’?

There are two options to make sure you never receive specific games. Firstly, using Board Game Geek, you can add the game to a Wishlist, which BGG calls ‘Don’t buy this’. Alternatively, you could add the game to your ‘My Games Collection‘ as if you owned it.

Are you competing against my local board game shop?

Absolutely not! Your local “bricks and mortar” board game shop is a special place! We still support our local shop, the most wonderful Eclectic Games in Reading, and we’ll continue to do so for as long as they’ll let us. We still buy all our own board games from them because we firmly believe you should support your local store.

Nothing beats meeting people in a shop and talking about board games, and as available and as supportive as we can be will never replace actually speaking to someone face-to-face. So no, we don’t want to compete against your local board game shop, we want to make you love board games even more.

Do you add games from my crate to my collection?

Yes, we do! On the 28th of each month, we add the games we’ve sent you, to your collection. We don’t do it straight away so that you don’t find out what you’ve got before you’ve opened the box!

How do I connect my Board Game Geek account to my Board Game Crate account?

We’ve hopefully made this really easy. Once you’ve logged in to your Board Game Crate account you should head to the My Games Collection page. Once there, find the section at the top called ‘Retrieve from Board Game Geek’. Under this you’ll find a label ‘Update your BoardGameGeek Username:’ – simply add your Board Game Geek username into that box and hit the ‘Update Username’ button beside it.

We regularly connect to Board Game Geek to grab any changes to your collection so check back later to see if your games collection appears on this page.

What do the colours mean for the games on ‘My Games Collection’ page?

The colours don’t mean anything specific, they’re only supposed to represent the majority colour from the board game box, as an attempt to feel familiar to the board game they represent. It’s something we’re trying out, in an attempt to inject a little colour into those pages. We did try using small thumbnails of the board game boxes themselves but that made the page too big, and when we shrank the images down they became unrecognisable, so we went with the majority colour from the board game box.

If I’ve bought a new game, how quickly do I need to update my collection, so that I don’t receive it in my crate?

We normally place orders with our suppliers around the 5th/6th of each month, so up until that point, you could change your collection on either BGG or on our website.

How do I manually add games to my games collection?

On the My Games Collection page. find the section called ‘Update Your Game Collection’. Under this you’ll find a label ‘Add a game to your “owned” list:’ – start typing in the name of the game you want to add and hopefully the box will supply a list of games that match what you’re typing. Simply select the right game and hit the ‘Add Game’ button.

If you can’t find the game you want to add in the list then please let us know via the Contact Us form.

How does ‘My Wishlist’ impact the games that go in my crate?

When we select the games for each month’s crates we will first analyse all the wishlists. If we can get hold of the games that are on wishlists then we will do our best to do so and therefore include those games in our crates.

What do I do if I have a game on my wishlist that I already own?

If you have games on your wishlist, that you own, and aren’t marked as ‘owned’ then you could theoretically receive those games again. However, if they are marked as ‘owned’ and marked as ‘wishlist’ then ‘owned’ will always take priority. Likewise, if you have a game on your BoardGameGeek wishlist that we subsequently send you then we mark that game as ‘owned’ on our internal system and that will take priority over the game being on a BGG wishlist.

How do I control what games on my wishlist are considered for my crate?

Using Board Game Geek you can specify to which level of wishlist each game should be considered. For example, Board Game Geek using five levels of wishlist – ‘Must have’, ‘Love to have’, ‘Like to have’, ‘Thinking about this’ and ‘Don’t buy this’. On the Board Game Geek connection page within My Account you can specify the level at which we consider your wishlists when choosing games.

Your site is telling me that the voucher code I’ve been given isn’t mine!

This often happens if the person purchasing the gift card hasn’t selected a recipient and instead has had it sent to themselves. All you need to do is get in touch with us at hello@boardgamecrate.co.uk and we’ll sort it out for you as quickly as we can!

I’ve lost my gift card email/gift card code. Can you resend it?

We can resend the original receipt email to the purchaser, which contains the gift code, but we’re unable to resend the actual “Congratulations” voucher email. If you need the voucher again then get in touch with the purchaser and see if they can resend you the gift card. If all else fails, get in touch with us at hello@boardgamecrate.co.uk

Will my gift card expire?

Gift cards never expire, but we wouldn’t suggest hoarding them. Instead, spend them and get great board games!

I’ve bought a gift card and the checkout page says it starts in [month]?

Sorry about that, it’s a bit of code that we’re working on. The Gift Card subscription won’t start until the lucky recipient spends the gift card.

What are the standard restrictions on money-off voucher codes?

All our money-off voucher codes carry some standard restrictions. Unless stated otherwise all our voucher codes:

  • can only be used once per order and once per person
  • only apply to pre-paid packages
  • are subject to change or removal at any time

I have a voucher code/gift code. How do I use it?

You can enter your voucher code box on the basket/checkout page. www.boardgamecrate.co.uk/basket

When does my subscription renew?

If you have purchased the monthly recurring subscription then it will renew on the 1st of each month until you cancel or until we are able to collect your payment.

All other packages are non-recurring and you will not be recharged unless you purchase another package. We will let you know before your pre-paid package lapses.

How do I cancel my subscription?

Cancelling your subscription is easy. Once you’ve logged in to your account you can view your subscription and cancel it using the link provided.

How can I pay for my subscription?

We are connected to both Stripe and PayPal for all bank, debit and credit card payments, for both pre-paid and recurring subscriptions.

If you are intending to use PayPal please note we cannot accept eCheque transactions for recurring subscriptions as they do not complete in time for the game picking process, and you may not be assigned a crate. (Should this happen we will, of course, refund your payment.)

Any transactions which are not cleared by the time we begin game picking will not be fulfilled for that month.

Where is my crate?

We always package and send out the Board Game Crates during the second and third week of each month. If you have any concerns regarding your crate, then please don’t hesitate to get in touch.

Can you tell me what’s in my crate before it arrives?

Your crate is supposed to be a surprise, but we understand that sometimes you want to shake the presents under the tree! There is a Spoiler Thread on Board Game Geek where customers post what they’ve received. You could keep an eye on there to see what people say!

Do you deliver to…?

At the moment we ship to the following locations with no extra postage charge:

  • mainland England, Scotland and Wales
  • Northern Ireland
  • the Highlands and Islands
  • the Scilly Isles
  • the Isle of Man
  • the islands of Jersey and Guernsey
  • any HM Forces address for serving personnel, using the BFPO (British Forces Post Office)

We can now also ship pre-paid plans and recurring subscriptions into Mainland Europe for an extra charge to cover the shipping costs.

We are looking to branch out further so if you have a specific request, please get in touch, and we will provide you with a price for shipping to your country.

Is there any tracking information available?

For international deliveries, we include tracking and confirmation of delivery as standard. Contact us to request a tracking link.

For UK deliveries there is no tracking information available at this time as the crates are not sent with tracking added, this might be something we add in future as a supplement to the crate cost.

Who is responsible for customs duties or local taxes for international deliveries?

Any customs fees or local import duties payable within the receiving country are not included in the price of the crate and are the responsibility of the customer.

Can I purchase a previous crate?

This is something we’re thinking about adding in the future but at the moment it isn’t an option we can offer. This is because we don’t hold stock of the games we put into each crate. Our bespoke system, which we call ‘Dirk’, helps us match crates to subscribers and we order what Dirk tells us to. If we added more then we’d be gambling on being able to see extra crates after the subscription period and that might lead to higher crate costs – something we’d like to avoid at all costs.

I don’t like the games I received in my crate.

We do everything we can to make sure that the games we send you will be games that you’ll like, but if for any reason there is a game or games you don’t like then you have fourteen days from the receipt of your crate to return it to us.

Check out our Returns Policy for more information.

One of my games is missing some pieces.

Sometimes mistakes do happen when publishers and manufacturers package the games. Almost all publishers are quick to rectify any missing or damaged pieces and have processes in place to send items out to you quickly. Depending on the publisher of the game (one of the large logos on the box) you should be able to contact them using the links below.

(This isn’t an exhaustive list – we’re adding to it as we go)

Can't find the answer?

If you can’t find the answer to your problem, or you want to discuss your subscription, or in fact you think that the virtual player “Dirk” in Alhambra is a jerk, then get in touch! We’d love to hear from you.

Board game publisher?

If you’re a board game publisher then we’d love to talk to you about your board games and possible inclusion in a future crate. Get in touch with us and let’s get talking.

YouTuber, Podcaster or Blogger ?

Hey, we know how this works. Get in touch with us, making sure you include details such as your channel/podcast/blog name and URL as well as number of subscribers, views, listeners and we’ll take it from there.

We can only accommodate a certain number of free boxes per month so there may be a short wait until we can fit you in but we’ll let you know when and if we can provide you with a review box.