Contact our support team
If you need help with an order, have a provenance query, or want to request special packing for a collector item, our UK-based support team is ready to help. Use the form on this page for order inquiries, include your order number if available, and select the category that best matches your request to speed up response times. For urgent shipping issues, include your postcode so we can run a fast shipping check. For general community and loyalty enquiries, include your account email. Our core support hours are Monday to Friday 9:00 - 18:00 UK time; messages received outside these hours will be processed next working day.
Support - how we work
Our support team focuses on resolving collector concerns quickly and clearly. For order enquiries we prioritise messages that include order numbers and a UK postcode where shipping is involved, because that allows us to confirm dispatch and courier details right away. If your enquiry is about a pre-order, we check manufacturer-supplied release windows and provide the latest estimated dispatch date. Authentication and provenance queries are handled by a specialist, who reviews manufacturer details and batch markings before replying. Our aim is to provide accurate, collector-friendly answers that help you make a confident decision. For packaging or gift requests, note the order and we will advise on any additional handling fees. Every customer interaction is logged so follow-ups are consistent and traceable, and we publish key support guidance in our FAQ and returns pages for your convenience.
Shipping & pre-order information
All items listed on the site ship from our UK fulfilment centre. Prices include United Kingdom VAT so UK customers will not face additional customs or import charges. For pre-orders, we show manufacturer estimated release windows on product pages and we confirm expected dispatch in your order confirmation. If a manufacturer revises a release window we notify affected customers by email and provide a revised dispatch estimate. Shipping options include Standard and Express; the final cost and expected delivery are calculated at checkout using a UK postcode. If you need the fastest possible delivery, choose Express and contact support with your order number so we can prioritise processing where stock and courier capacity allow. We also offer combined shipping for multiple items in the same order, which is automatically estimated at checkout and may reduce overall cost. For international customers, import charges may apply depending on local rules; the site emphasises UK-based shipping and VAT included for UK orders to avoid customs surprises for UK customers.
Returns and authentication
We understand that collectors need confidence in every purchase. If an item arrives damaged or significantly not as described, contact support within 14 days of delivery with photos and your order number. We will advise a returns process and either replace the item, supply missing parts, or arrange a refund, depending on availability and the collector preference. For limited editions where provenance is requested, provide batch numbers and any manufacturer markings; our team will liaise with suppliers to verify authenticity and supply documentation where possible. We treat returns for collector items with extra care to avoid damage during transit, and we offer insured return labels in applicable cases. Please review our full Returns Policy for step-by-step guidance and timeframes, accessible from the footer links.