Returns & Exchanges

We know collectors expect items to arrive in perfect condition. If your order arrives damaged, missing parts, or materially not as described, we will guide you through a straightforward returns or replacement process. Please report any issues within 14 days of delivery and include photos and your order number so we can act quickly. For UK customers, all prices include VAT and orders ship from our UK fulfilment centre — this means UK deliveries should not incur customs charges. Our priority is to resolve defects or shipping damage by replacement where stock allows, or a refund when necessary. Read the sections below for step-by-step instructions tailored to damaged goods, pre-orders and general cancellations.

How to report damaged or incorrect items

Start by emailing [email protected] with your order number, clear photos showing the damage or missing parts, and a short description. For packaging issues, include corner and seal photos so we can determine if damage happened in transit or prior to dispatch. Once we receive your report we will prioritise the case, provide a returns authorisation where required and arrange an insured return or replacement. If the replacement is out of stock we will offer a refund or an alternative solution agreed with you. For high-value collector items we may request additional batch or authenticity photos to assist with claims against suppliers. In most cases our team issues a pre-paid returns label for UK returns; international return handling will be explained case-by-case. Response time: we aim to acknowledge your report within 24–48 business hours and progress to a resolution promptly.

Pre-orders, cancellations and deposits

Pre-orders have estimated dispatch dates provided by manufacturers. You may cancel a pre-order prior to dispatch subject to the product's listed terms. Some pre-orders require a deposit; if the listing states a non-refundable deposit, this is disclosed before you confirm the order. If a pre-order is cancelled by the manufacturer or a release is significantly delayed or cancelled, we contact affected customers with options: proceed when stock arrives, accept a refund, or choose an alternative product where available. If you wish to cancel a standard in-stock order before dispatch, contact support with your order number; if the order has already been shipped we will handle it as a return following our returns process. For clarity, refunds are processed to the original payment method where possible according to the payment provider's rules; timelines depend on bank or payment provider processing times.

Returns: packaging, costs and inspection

For returns arising from our error or shipping damage we cover return postage and packing costs and supply an insured label where applicable. For change-of-mind returns where the item is undamaged and unopened, customers are responsible for return postage unless stated otherwise. Items should be returned in original packaging and with all included parts and documentation. On receipt we inspect returns for completeness and condition. If an item is returned damaged through customer mishandling we will advise on partial refunds or refusal of return depending on circumstances. Refunds for valid returns are processed promptly after inspection; the refund amount equals the item price plus any refundable shipping paid, less any agreed deductions for missing items or damage not reported initially. We always aim for clear communication and collector-friendly handling during inspection and resolution.

Exceptions, warranty & manufacturer claims

Certain items, such as limited edition signed pieces or items marked as final sale, may be non-returnable; this is shown on the product page. Manufacturer warranties vary — where a manufacturer provides a warranty, we will assist you with warranty claims and liaise with the manufacturer as needed. For authenticated limited editions or items where provenance documentation is requested, our team will work directly with suppliers and licensors to verify and, where appropriate, escalate claims. If you receive an item that is counterfeit (very rare as we source authorised stock), contact support immediately with photos and order details and we will investigate and follow up through our supplier agreements to resolve and refund where necessary.

How to start a return

Gather order number, photos of issue and a brief description.
Email [email protected] or use the contact form with the category “Returns & refunds”.
We will reply with an RMA (returns authorisation), instructions and a returns label if applicable.
Pack the item securely and attach the provided label; drop at the instructed courier location.
We inspect the returned item on arrival and process replacement or refund as agreed.

For urgent matters call +44 20 7946 0958 during support hours. Keep shipment tracking until the return is completed.