Square Enix Store
Frequently Asked Question (F.A.Q.)
Before contacting our customer support, please read this FAQ carefully. You may find your answer here.
If you need to reach our customer support team, please visit this pageOFFER DESCRIPTION - ORDERING - MY ACCOUNT - PAYMENT - DELIVERY - RETURN
DESCRIPTION OF THE SQUARE ENIX STORE OFFER
Which kind of products can I find on this store?
The Square Enix Store is the official online shopping website of Square Enix in North America. The Store offers the full range of Square Enix products. You will find the epic game series, their soundtracks, emblematic jewels and figurines and much more as you browse through our game titles and merchandise.
What advantages do I have for purchasing games on this store?
By purchasing on our store, you benefit from the exclusive access to Square Enix pre-orders and to limited collector editions. Our online store offers direct MMO titles’ download and exclusive limited offers you may only find on this site. Most importantly, by shopping on our Online Store, you have a chance to take part in our Square Enix MEMBERS Rewards Program for which you can earn points and earn the reward of your choice!
Does this store have exclusive offers?
The Square Enix Store runs exclusive offers all year. Find your exclusive pre-orders and limited editions amongst our games’ new releases, but also our special action figures and soundtracks.
ORDERING FROM THE SQUARE ENIX OFFICIAL STORE
Can my console or computer support the game I wish to purchase?
Before purchasing a game, we recommend you check you have the appropriate console or computer to run your game. For details on your game’s system requirements please check the game’s page or contact the Square Enix support on the following page: support.eu.square-enix.com/index.php
What is a pre-order?
A pre-order is an order you place prior to the official release date of a product. This option is often available for limited editions. You place a pre-order by entering all your details, similarly to a direct order, but you will not be charged immediately. Your account will be debited only a few days prior to shipping or digital delivery. You will receive a reminder email before you are charged and may modify your payment information.
What is the difference between a pre-order and a pre-purchase?
A pre-order is an order you place for a product which will be released and shipped at a later date, but for which you will not be charged until within a few days of shipping.
A pre-purchase is a pre-order for which you will be charged immediately upon placing your order.
The product I wish to buy is out of stock, can I still place an order?
Unfortunately, you cannot order this product at this moment. You may be presented with the ability to register to a waiting list or an email list to receive further updates about a product. To be the first to know when the product will be available, you can click on the Waiting List or Email List button and sign up to the waiting list and email list, so we may contact you as soon as you will be able to complete your purchase and be delivered within the best delays.
I have been placed a waiting list, what will happen now?
We would like to assure you your email has been retained and you will receive a notification as soon as the product becomes available. For highly demanded products, you may have a window of a few hours to place your purchase, before the following customers gain access to the new stock. Due to the demand on the stock, we thank you for understanding we follow a “first arrived first served” policy, and encourage you to place your order as soon as you receive the email.
How do know I have successfully placed my order?
If your order has been successfully registered, you will receive a confirmation email. Please check all your inboxes, including spam and, for Gmail users, your Promotions inbox for your confirmations email.
I haven’t received a confirmation e-mail. What should I do?
First, please check that the confirmation email is not in your spam box, and if you are using Gmail, please also check your Promotions inbox. If you cannot find your confirmation email in any of your inboxes, please contact our customer support.
Where can I find my order ID?
You can find your order ID in your confirmation email, in the invoice sent to you, but also in your personal account order’s summary, on your Square Enix Store account page. You order ID is important for you to track your order, to make modifications or any other request pertaining to your purchase.
The page keeps telling me my order is pending. What should I do?
If your page freezes and your order confirmation is not processing, please check your inbox, as your order may have gone through and you could have received a confirmation email.
If you do not find any proof of confirmation of your order, please contact our customer support.
After my purchase, I have been notified my purchased requires additional verifications. What does this mean? How long will it take?
Your order may be subject to verification. In order to verify your order, you may be asked to follow a simple process through your phone. The verification process may also require you to provide further personal information such as a proof of ID or other.
Please note, if your experience any difficulties during the verification process, please contact our customer support.
I changed my mind. I would like to cancel my order. How do I proceed?
We're sorry you changed your mind. If you still wish to cancel your order, simply contact our customer support.
All orders available through this website must be returned unopened and undamaged. If the item is defective, it can be returned within 30 days with a receipt and the original packaging. Defective items may be exchanged for the same title. Please contact our customer support for instructions on how to return a defective product.
From which countries can I order?
You may order products from European countries and Australia. Please note that we do not ship physical products to Australia. We ship to the following countries: Andorra, Austria, Belgium, Bulgaria, Spain - Canary Islands, Croatia, Czech Rep, Denmark, Ireland, Estonia, Finland, Germany, Gibraltar, Holland, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
Please note that international shipments may be subject to custom tax depending on the country of destination. We are not responsible for any such Custom Declaration fees.
I made a mistake when entering my personal information. How can I change it?
Please contact our customer support, explaining what needs to be modified. We will make the changes for you. After this date the dispatch will automatically be made to the address you have provided.
Do I need to have a customer account to purchase Square Enix products?
Yes, to purchase from the Square Enix Store you are required to create an account.
What advantages do I get for subscribing?
By creating a Square Enix Member’s account, you are able to buy all exclusive Square Enix content available on the Store, keep a detailed summary of all your orders and enter multiple payment methods. Through your Member’s account you are eligible to participate in our exclusive MEMBERS Rewards Program, to accumulate MEMBERS Points, earn badges and select the reward of your choice!
How can I reset my password?
If you wish to reset your password, please log in to your account and go to your personal account page. Below your personal information in your Account Details, you can click on the button Change Password to reset your password.
If you have forgotten your password, please go to the Forgot Password tab on the sign in page and enter your email. Your password will be resent to you.
Can I share my account with someone else/another user?
You may not share your account with another person. Please note that you agree to the terms of creating one account per member when you create your account. Your information is personal, and it is in your best interest we recommend you follow this indication. Third parties may attempt to access your account without your consent. If you are conflicted with third party intrusions on your account, please immediately contact our customer service.
I had an account on the previous Square Enix Store. Can I log in with it?
You may have noticed we completely changed our online store. We have done so to improve your own shopping experience, on all your devices. You can keep using your Square Enix Member's account. Unfortunately you can no longer access your purchasing history, prior to the June 6th, 2016. A new history of purchase starts with our new store. We apologize for the inconvenience and hope you will enjoy the new store.
I need support regarding one of my order of the previous store. How can I get assistance?
For assistance with all orders charged before June 7, 2016, please contact the previous store support team at http://sqex.to/SEStoreLegacySupport
Who can sign up?
Eligible members must be 13 years of age and older to sign up as MEMBERS and place purchases on our site. All minors require parent approval for either registry or purchase. We invite you to read our terms of sale for further information.
Do I need to provide personal information to sign up?
I am having a problem signing up, what can I do?
If you are experiencing trouble signing up, please refresh your page and try again, or try again at a later time. You may also switch to another Internet browser and verify there is no specific software on your computer preventing our website to run properly. If your problems signing in persist, please contact our customer support.
Can I change my information later?
Yes, you may change your personal information, through your account, at any time. For orders which you have already placed and to which you wish to bring modifications, please contact our customer support in order to apply these changes to your ongoing deliveries.
Can I delete my information later?
You may delete your personal information by contacting our customer support. We will delete all your personal information, save for proof of transactions we have had for your purchases.
Can I share my account details?
As you are the sole holder of your MEMBERS account, you should not, for safety and personal reasons provide your account details to any third party. Divulging your personal information to others may allow them to gain access to your account and to your saved personal information (notably saved payment methods). Sharing your account details constitutes an infringement to our terms of sale.
My shipping address is not the same as my billing address, how can I change that?
You may change your shipping address at any time, by accessing your personal Account page and saving your Shipping Address preferences in your Account Details by pressing the Edit button.
Deleting my account
How can I delete my account?
In order to completely delete your account, please contact our customer support. Please note the only information we will retain will be the proof of transactions you have made on our site.
Do you keep my information?
Your information related to your personal account is deleted alongside your account, however we keep all information related to an order for proof of purchase and transaction.
Does my purchasing history get lost if I delete my account?
No, your information does not get lost. We keep all information related to an order for proof of purchase and transaction. You will, however, lose your MEMBERS Points.
Square Enix MEMBERS Rewards Program
For all questions relevant to our brand new MEMBERS Rewards Program, we invite you to read the terms and conditions of the MEMBERS Rewards Program and the associated FAQ available on our website.
Which payment methods can I use?
We accept all payments from verified Paypal accounts and the following banking cards: Visa Debit, Visa Credit, Visa Electron, MasterCard Credit, MasterCard Debit, Discover.
You may pay with your American Express card through the Paypal website.
Which currencies can I pay with?
You may pay with Euros on the European store and on the German store. You may pay in Pound Sterling on the United Kingdom store. All transactions will be made and kept record of, reimbursed and accounted for in the currency you used for your purchase.
Can I pay with a foreign credit/debit card?
You may pay with a foreign credit card provided your credit/debit respects the above criteria and the address of delivery is situated Europe or in Australia.
Is the payment secure?
Yes, it is. All information sent to the payment service providers is encrypted and protected with the latest SSL technology, most widely used in the world, which guarantees the transmission of this sensitive information to be secure. Moreover, we do not store any card details on our servers. Please not your transaction statement will be labeled “Scalefast” on your bank account.
Why is my transaction labeled Scalefast on my bank statement. Shouldn’t it be Square Enix?
Scalefast Inc. is a Square Enix trusted partner and the authorized seller of the products of the official Square Enix Store website. By purchasing products from this website, you conclude an agreement with Scalefast SAS. Therefore, on your bank statement, your transaction will not be labeled Square Enix, but Scalefast SAS.
When will the sum be debited from my account?
You will be charged immediately after we confirm your purchase. For pre-orders however, you will be contacted a few days before shipping and will be reminded that your account will be debited.
Do I need to pay additional taxes when I check out?
Prices on the Store may be subject to variation and you may be subject to taxes upon check out, according to your country and state of residence. Please note, we are not responsible for all costs which are or pertaining to customs costs.
I'm having trouble with my Paypal payment, what can I do?
We suggest you check your balance on your Paypal account and make sure you are using a verified Paypal account. Please also note we do not accept payments with eCheck.
Do the payment and delivery address’ personal information need to be the same?
The name, credit card information, and the delivery’s addressee do not necessarily need to correspond. You may send your order to a third party.
If I am outside the countries from which it is possible to order (see list above) when I intend to buy my product, can I still make my purchase?
You will be able to access the online website from worldwide, and successfully place your purchase. Please note your delivery will still only be made strictly within the above stated countries.
You offer to retain my card details, what does this imply?
We use SSL (Secure Socket Layer) encryption technology for your transactions. Your banking information is not stored by Scalefast. Stored banking information is stored by the Payment Service Provider, only if you have selected the option of saving a credit/debit card to your name, for a future use during check out. Therefore, Scalefast does not have access to private banking details and credit history at any point. To prevent abuses and fraud, Scalefast only stores your address and the transaction time and date. This data remains strictly confidential.
Do you have access to my card details?
No, we do not have access to your card details as your banking information is stored by the payment service provider and all transactions are protected by the latest SSL technology. For further details, please refer to the Terms & Conditions of Sale.
My payment card has expired, how can I change my pre-registered card?
If your payment card has expired, please contact our customer support. We will assist you in placing your order with your correct banking information.
My payment attempts has failed multiple times, how can I purchase my product?
If your attempts to place an order have failed repeatedly, we recommend you change payment methods.
An error occurred during my payment, what should I do?
If an error has occurred during your payment, please try placing your order again later. Should any complications arise, please contact our customer services to signal this error.
How do I benefit from my discount when I make my purchase?
All discounts on the store will be automatically integrated into your cart upon checkout. If you benefit from a coupon code, you will have the possibility to enter this code in the first step of the shopping cart when you proceed to the placement of your order.
Where can I find my order’s details?
You may find you order details in your confirmation sent to your mailbox upon completion of your purchase. You may also find the summary and details of all your orders by logging in to your account, on your Account page, in the tab Your Orders. You will have access to a list of all your orders and an invoice for each transaction made.
Where can I get an invoice for my order?
An invoice is sent out to you, attached, to your confirmation email. If you do not have access to this email, you may also log in to your Square Enix Store account and go to your Account page, in the tab Your Orders, you will have a list of each of your orders and access to an invoice for each.
How do I download my product?
To download your product, you will receive instructions with your confirmation email. Please follow this information closely to successfully download your product. Please note, you may also access the download page to your purchase from your Account.
How many times can I download my product, and on how many computers?
You may download you product only once and on one computer only. Please be sure to download your product safely and on the right computer by following the downloading instruction provided with the confirmation of your purchase.
I have received an “Order awaiting confirmation” email, when will I receive my product?
If you have received a notice stipulating your order requires a confirmation or verification, please know your order will be processed within the best delays. You may also be required to follow a verification procedure through your phone which should only take a few minutes.
What is a Steam Activation Key?
It is a unique number that gives you access to the download, the installation and the activation of your game from the Steam™ application.
How do I use a Steam Activation Key?
To activate and download your purchase, you must create an Steam account and install Steam on your computer. To use your Steam key, you will need to follow the instructions provided with your Steam Activation key, tied to you confirmation email.
For all instructions on how to download or operate Steam, please refer to the Steam website store.steampowered.com, and for any questions, please contact their customer support.
I have a problem with my Steam download and/or account, what should I do?
Should you encounter any difficulties with Steam, please contact the Steam customer support.
My game is not downloading, what should I do?
If you have successfully created a Steam account, downloaded Steam and entered your Steam Activation Key and your game is not downloading, please make sure your internet connection is stable. If you enquire further complications, please contact the Steam customer support.
How will the delivery of my product be handled? By whom?
For all countries, USA included, the delivery of your product will be handled by Royal, DPD, DHL, or any carrier selected at our discretion. Deliveries should take on average 3 to 7 business days.
What happens if I can’t be at the address I provided at the time of delivery?
I you are not present at the time of delivery, please contact your local post to retrieve the package.
When will I receive my product?
We do our best to deliver within the best delays. Shipment delivery may vary according to your location or shipment method.
As soon as your package is dispatched, you will receive your USPS or UPS tracking number by email, giving you an estimated delivery date.
Who manages my delivery?
Our logistics service provider is PDQ. The delivery will be handled via DPD, DHL or Royal Mail.
Where can I be delivered?
Are eligible for physical delivery, only the residents of the following countries: Andorra - Air, Austria, Belgium, Bulgaria, Spain - Canary Islands - Air only, Croatia, Czech Rep, Denmark, Ireland, Estonia, Finland, Germany, Gibraltar, Holland, Hungary, Iceland - Air only, Italy, Latvia, Lithuania, Luxembourg, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
What procedures should I follow to return my product and get a refund?
For any inquiries pertaining to a return, please refer yourself to our return policy.