Frequently Asked Questions

  • How do I earn points to buy items from the PKR store?
    Every time you play PKR for real money you earn PKR Points, which use can use to buy coveted PKR merchandise, in-game gear for your avatar and tournament tickets to some of our hottest events. For more information please visit the PKR Points page.
  • Where can I find my PKR points balance?
    Your PKR points will appear on the top left hand and top right hand side of the store after you login.
  • How do I place an order?
    Select the item you want and click 'Add to Basket' which will place your item(s) in the basket, located at the top right of the store. You then follow the instructions through to checkout, we will ask for your delivery information and you then place your order.
  • I need to amend, cancel or have a problem with my order.
    Once your order is placed, you are sent an order confirmation. Soon after, the order is processed for packing then shipping. Once your order is processed, it may not be possible to cancel or alter your order. If you wish you make a change or cancel, you must contact PKR Customer Service as soon as possible. Customisable items are non –returnable and non-refundable once the order is processed.
  • What are the shipping charges? Do I have to pay any taxes?
    There is no extra charge for delivery, the points price you see is the total amount you will pay. In the unlikely event that customs request for payment, please contact PKR Customer Service, and we will either reverse this charge or compensate your account for the fee (within reason). Special Note: For orders outside the EU players may have to pay customs duty and taxes. The PKR team will evaluate each order as it arises, as each country has its own specific customs charges. If the player does not wish to pay the extra charges, the order will be cancelled and the points refunded to their account.
  • How long will it take to deliver my item?
    Most items are in stock and will ship within a week. However, please allow up to 4-5 weeks for delivery. If you order multiple items, some may arrive prior to others if shipped from different locations. If you do not receive your order within the specified time frame, please contact PKR Customer Service for assistance.
  • Can I pay extra delivery to get my order sooner?
    Unfortunately we do not offer an express service for delivery.
  • What shipping company is used for delivering?
    The courier service for most PKR shop merchandise is Fedex or Royal Mail.
  • Where does PKR deliver to?
    PKR currently delivers items to all countries that do not prohibit real money gaming.
  • Can I have my order shipped to another address?
    Yes. At the Checkout you can replace your pre-populated address with the new address details. Due to security reasons, your alternative address must be in the same country as on your account. If you require sending to a different country, our security department must approve this request in advance.
    PKR is not responsible for missing items sent to addresses other than the one registered to your account.
  • Can items be shipped to a PO Box address?
    No. Certain items require a signature on delivery and real addresses are preferred in order to prevent security issues.
  • How can I check my order history and status?
    You can contact PKR Customer Service at any time to find out the status of your order.
  • Can I return my items?
    Yes, provided you have a valid reason, such as an incorrect shipment, or wrong size ordered. All items except electronics can be returned to the address on the packaging.
    If you have a problem with an electronic item, please contact PKR Customer Services as soon as possible to arrange a pick up / exchange.
    PKR.com is not responsible for shipping costs for exchanges. Shipping costs for incorrectly sent items will be refunded upon receipt of the replacement.
  • I received damaged goods – what do I do?
    Please contact PKR Customer Services as soon as possible with your order details. You will be required to return the item before a replacement can be sent to you. Shipping costs for damaged returns will be refunded upon receipt of the replacement.
    Please have the following details available:
    • Your order number
    • The item name
    • Shipping company
    • The problem with the item
    • An image of the item
    Once we have all the required information about the damaged item we will send another to you. Depending on the item, you may be obliged to send the damaged product back to us.
  • Do the electronic items come with a warranty?
    Yes, all electronic items in the PKR Shop come with the standard manufacturer warranty. If you experience any problems with your item please contact PKR Customer Service for further assistance.
  • I have a question that is not covered in these FAQs – what do I do?
    Contact PKR Customer Service via email or using the Live Chat service.