Something wrong with your order? Talk to us first.
If your order hasn't arrived, turned up damaged, or isn't what you expected, we can almost always fix it faster than your bank can. Most problems are sorted the same working day.
How to raise a problem
- Not arrived — get in touch and we'll track it, chase the courier, and resend or refund.
- Damaged or faulty — send us a photo and we'll replace or refund it.
- Not as described — tell us what you expected and we'll put it right.
- Changed your mind — see our Returns & Refunds policy for your cancellation rights.
The quickest way to reach us is through our Help Center, and we aim to reply within 1 working day. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations are unaffected by anything on this page.
What a chargeback is
A chargeback is when you ask your card provider to reverse a payment. It's a genuine consumer protection and we'd never discourage anyone from using it where it's warranted.
It's worth knowing it's the slower route. Banks typically take 45–90 days to reach a decision; we can usually resolve things in a day or two. So it's normally in your own interest to give us the chance first.
When we'll challenge a dispute
Occasionally a dispute is raised for something our records show didn't happen — an order confirmed as delivered and signed for, a return that was never sent back, or a payment reported as unauthorised by the cardholder who placed it.
In those cases we'll respond to the card provider with the evidence we hold: order records, delivery confirmation and our correspondence with you. We may also decline future orders from that account, and in serious or repeated cases we may report the matter to Action Fraud.
We'd rather never need this section. In practice, nearly every dispute we see turns out to be a straightforward problem that one message would have solved.
Get in touch
The fastest way to reach us is through our Help Center — it goes straight to the team and we aim to reply within 1 working day.
If you need to write to us: Loaded Dice Ltd, Unit C4, Windmill Parc, Hayes Rd, Sully, Vale of Glamorgan, CF64 5AD