Frequently Asked Questions

ACCOUNT FAQS

DO I NEED AN ACCOUNT TO MAKE A PURCHASE?

Yes. This is so you can use your account to manage your orders and also request a return if needed. You will also start earning Loyalty Rewards once you create an account with us.

HOW DO I UPDATE MY ACCOUNT INFORMATION?

Your account has different sections to help you easily access information. Billing and address information can be updated in the Customer Information section during checkout.

Please note: it is not possible to update an address for any existing orders, such as a pre-order. If you need to change the delivery address for an existing order, please contact us ASAP so that we can manually make the change for you.

SHIPPING & HANDLING FAQS

WHAT SHIPPING METHODS DO YOU OFFER?

We offer standard and expedited shipping options through Royal Mail. The available methods and estimated delivery times will be displayed during the checkout process.

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

Most in-stock items are processed within 1-2 business days. For pre-ordered or special items, please refer to the product's description for specific lead times.

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes, we ship worldwide! International shipping rates and delivery times will be calculated at checkout. Please note that customers are responsible for any import duties or taxes. The only exception to this are EU customers whose orders total under 150 EUROS (before VAT is added).

CAN I TRACK MY ORDER?

Absolutely! Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number. You can use this to monitor your package's journey to your doorstep.

WHAT IS THE COST OF SHIPPING?

Standard UK shipping is £4.99 or £6.99 for fast shipping. We offer free standard UK shipping for orders over £75. Fast shipping is £1.99 for orders over £75.

International shipping costs are calculated based on the weight, dimensions, and destination. These will be shown clearly at checkout before you finalise your purchase.

WHAT DO I DO IF MY ORDER ARRIVES DAMAGED?

If your item arrives damaged, please contact us immediately. We will arrange for a return and either refund you in full or send you a replacement item, per your preference.

DO YOU OFFER FREE SHIPPING?

Yes, we offer free UK shipping on all orders over £75.

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

If you need to change your shipping address, contact us as soon as possible. While we can't guarantee the change, we'll do our best to accommodate you.

BILLING & PAYMENT FAQS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards and PayPal. All transactions are secure and encrypted for your safety.

IS IT SAFE TO USE MY CREDIT CARD ON YOUR SITE?

Absolutely. We employ state-of-the-art encryption technology to ensure all your financial information is protected. We do not store any credit card details on our servers.

WHEN WILL MY CARD BE CHARGED?

Your card will be charged at the time of purchase to secure your selected items This includes payments for pre-orders and deposits, unless otherwise stated.

WHEN WILL I BE CHARGED FOR A PRE-ORDER ITEM?

Payments are processed during the check-out process, including Pre-Order items and Pre-Order deposits.

DO YOU OFFER ANY FINANCING OR INSTALMENT PLANS?

Yes! It is possible to pay in instalments or delayed payments using Klarna, Clearpay and PayPal.

CAN I CHANGE MY PAYMENT METHOD AFTER PLACING AN ORDER?

No, it is not possible to change the payment method once an order has been made. You would need to cancel your order and make the order again using the alternative payment method. Please get in touch if you need to do this.

WHAT HAPPENS IF MY PAYMENT IS DECLINED?

If your payment is declined, your order will not be processed. We recommend contacting your bank or payment provider for assistance. You can also reach out to our Customer Service for further guidance.

RETURN FAQS

WHAT IF I CHANGE MY MIND ABOUT AN ITEM AFTER DELIVERY?

We offer a 30-day cooling-off period in which you can return your item for a full refund. However, in this event, you must return the item at your own expense, and it must not be used, removed from its original packaging, or otherwise altered from its original brand-new condition. You can initiate a return via your account page.

WHAT IS MY ITEM ARRIVED DAMAGED OR FAULTY?

If your item is faulty or arrives damaged in some way, then we will work with you to resolve the issue. In either event, please email us immediately to discuss.

HOW LONG DOES A RETURN TAKE TO PROCESS?

If your shipment qualifies for a return, instructions will be provided on a case-by-case basis. The time it takes to process a return will be dependent upon the details of the issue being resolved.

PRE-ORDER FAQS

WHAT DOES IT MEAN TO PRE-ORDER AN ITEM?

Pre-ordering allows you to reserve an item before it becomes available for regular purchase. This is especially useful for limited edition or high-demand collectibles.

HOW DO I PLACE A PRE-ORDER?

Placing a pre-order is similar to a regular purchase. Simply select the item you want and proceed to checkout. The item will be reserved for you and shipped once it becomes available.

WHEN WILL I BE CHARGED FOR A PRE-ORDER?

Your payment method will be charged at the time you place the pre-order to secure the item for you. This included deposits and full payment pre-orders.

WHEN WILL MY PRE-ORDERED ITEM BE SHIPPED?

The expected shipping date for pre-ordered items will be mentioned in the product description. Please note that these are estimated dates and are subject to change.

WHAT HAPPENS IF THE RELEASE DATE CHANGES?

If the release date for a pre-ordered item changes, we will notify you via email. However, please note that as a retailer, we are not responsible for changes to ETA dates made by manufacturers or distributors.

WHY HAS THE SHIPPING DATE CHANGED FOR MY PRE-ORDER?

Please note that ETA dates are subject to change due to unforeseen circumstances. We will keep you updated on any changes via the product listing and, when possible, by email.

Please be mindful that as a retailer, we do not produce the product and instead rely on the dates advised by the Brand/ Manufacturer/Supplier. We therefore cannot be held responsible for delays and changes to ETAs. 

CAN I CANCEL A PRE-ORDER?

You may cancel a pre-order prior to shipping. Please contact us ASAP if you wish to do so.

We don't charge for cancelling a pre-order and we operate a "fair use" policy. However, if multiple orders are cancelled, you may be blocked from placing any future pre-orders.

After Shipment: Once the pre-ordered item has been shipped, our standard return and refund policy will apply.

CAN I COMBINE IN-STOCK AND PRE-ORDER ITEMS IN THE SAME PURCHASE?

Yes, you can combine in-stock and pre-order items in one transaction. However, the in-stock items will only be shipped once the pre-ordered items become available unless you request separate shipments (additional charges may apply).