Delivery, refunds & claims
Report a key that doesn't work within 24 hours of delivery, and we replace it or refund you.
A key that doesn't work is replaced or refunded
Report a key that doesn't work and we replace it or refund you in full. No key is priced out of protection.
- You have 24 hours after delivery to report a problem, and we reply by email, usually within a day.
- Whatever you bought, it was sold by Andalu and is covered by Andalu's buyer protection.
- A claim is free to file. There is never a claim fee.
- Not covered: a change of mind about a key that works. You can still send a refund request, and support reviews it.
What's covered
How to file a claim
Start a claim
Open the contact form, choose Buyer protection claim, and add your order number (like #42101, from your order email) so we can find the order.
Tell us what happened
Describe what happened, copy the exact message word for word, and add a screenshot of the error.
We check it
A person reviews your claim and checks it against the order.
We put it right
You get a replacement key or a full refund, depending on what went wrong.
Usually, for the first reply to a claim.
Window to report a problem after delivery
Questions and answers
Read the detail
How long does game key delivery take?
Instant delivery: your key arrives by email, and your order page shows its progress. The order confirmation page opens after you pay. Its tracker shows where your order is, and it never shows the key itself: keep the email, it's your copy. Now and then an order takes a little longer: the page and an email say so, and it arrives by email within a few hours. Nothing is needed from you.
What is Andalu's buyer protection policy?
Buyer protection is how Andalu puts right an order that doesn't work as sold. That means a key that doesn't work, a key that never arrived, or a key for the wrong region. Report it within 24 hours after delivery on our claim form. Support checks your order and decides the fix, a replacement key or a refund. Filing is free, and every order is covered.
How do I file a buyer protection claim?
You file a claim on our contact form. Choose **Buyer protection claim**, enter your email and describe the problem. Add your order number and a screenshot of the error, then select **Submit ticket**. It's free. You have 24 hours after delivery to report a key that doesn't work, never arrived or is for the wrong region. Support checks your order and decides the fix.
My order hasn't arrived. What should I do?
Start with your email. Your game key or eSIM arrives by email, never on the order page. Search your inbox for your order number, including spam and promotions. Your order confirmation page shows where the order is, and its button opens your inbox for you. No email and no page? Contact us with your order number, and don't buy it again.
How long do I have to file a claim?
You have 24 hours after delivery to report a key that doesn't work or is for the wrong region. File as soon as you notice the problem, and don't keep retrying a key that fails. Filing is free, on our [claim form](/contact?category=buyer-protection), and the window is the same for every order.
Where do I find my order number?
Your order number looks like #42101. It's in your order email and at the top of your order page, after the word **Order**. Quote it whenever you contact us about an order, and support finds your order straight away.
Will I get a refund or a replacement key?
Support decides after checking your claim. The fix follows the problem. A key that doesn't work or never arrived can be replaced. A key for the wrong region can't be made to work, so support looks at a refund instead. You can say which you'd prefer when you file. Filing is free either way.
Can I cancel my order after paying?
No, an order can't be canceled once it's delivered: a digital key can't be taken back. If it doesn't work, buyer protection puts it right. If you ordered by mistake, don't redeem it and send a **Refund request**: support reviews it, and a refund isn't guaranteed.
Does buyer protection cover changing my mind?
No. Buyer protection covers an order that doesn't work as sold, not a change of mind about one that does. You can still ask: send a **Refund request** on our [contact form](/contact?category=refund) with your order number, and don't redeem the key while you wait. Support reviews every request, and a refund isn't guaranteed.
Need help with an order?
A key or eSIM that doesn't work, or an order that never arrived? File a claim and a person replies by email, usually within a day.
File a claim