SHIPPING & RETURNS POLICIES
COVID-19 INFORMATION
Although we're hopefully starting to see the light at the end of the tunnel - the pandemic is still playing havoc with shipping. We are still restricting visiting the Post Office to only once a week, and delays are still being experienced at times.
As a result, if your item has not arrived we please ask that you wait for the following length of time before contacting us.
Domestic Orders
For all domestic orders, please wait for 5-6 working days to have passed before contacting us.
International Orders
For all international orders please wait until 5 weeks from shipment have passed before contacting us.
SHIPPING POLICY
From when you place your order it typically takes 1-3 working days to process and ship your order. We visit the Post Office on a semi-regular basis - you can find out more about this in our Environmental Statement.
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Domestic Orders
If you live within the UK, your order is shipped with Royal Mail 2nd Class, unless otherwise specified* or purchased. From the date of shipment, we would usually expect your item to be with you within 2-3 working days. If your item has not arrived after 5-7 working days please contact us.
Please note: Tracking is not standard, if you wish to add this service to your order please choose it at checkout.
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International Orders
All international orders are shipped with Royal Mail International Standard unless otherwise specified* or purchased. The expected delivery time varies from country to country - but we expect your items to be with you within 14 working days. If your order has not arrived within 14 working days of shipping, please contact us.
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Please note: Tracking is not standard, if you wish to add this service to your order please choose it at checkout.
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Shipping Upgrades
All of our items come with free UK shipping, and a small charge for international destinations. However, we know sometimes tracked shipping is preferable, so we have added the option to purchase tracked shipping at checkout for an additional charge*.
*Please note: All our minifig frames are shipped via methods that require a signature upon arrival as added protection.
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Order Hasn't Arrived?
We hate when this happens but sometimes it inevitably does!
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Should your item not arrive in the expected timeframe, please contact us within 14 days of shipment. We will ask you to confirm the order details first to ensure no errors have been made.
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If there are no issues then we will send a replacement item at no additional cost to you.
If an error has been made by the customer such as an incorrect address detail which may have contributed to the status of the shipping, then a replacement can be processed but at additional cost to the buyer.
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Should the replacement not arrive at all, only then will alternative measures of resolution be considered.
RETURN, REFUND & EXCHANGE POLICY
We're sorry that you're having to look at this section! But we hope the information here will help.
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Exchanges
Sometimes, through no fault of ours or yours, items arrived damaged. If this is the case with your order, please contact us at your earliest convenience and we will arrange a replacement to be shipped to you at no additional cost (unless the address is changed). Please note that this will only be done after receiving photographic evidence of both the packaging and the damaged item for our records.
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If you have ordered the wrong print, or have changed your mind about which you wanted, then you must first contact us, then return the original to us (see below). Once contacted we will arrange the replacement item to be shipped to you upon receipt of the original in undamaged condition. If the replacement item is a different price to the original then you will be charged/refunded accordingly.
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*Please note: Customised items and digital downloads cannot be exchanged or refunded.
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Refunds
To obtain a refund before your order has been shipped please contact us within 12 hours of purchase. After this time we cannot guarantee your item won't have already been processed.
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To obtain a refund for your order that has shipped, you first should contact us, and then return the item(s) to us (see below). Refunds need to be requested within 14 days of delivery, and the item needs to be returned to us within 30 days of delivery. Once we have received the item undamaged we will process your refund (less the cost of original postage - including UK).
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Please note: Customised items and digital downloads cannot be exchanged or refunded.
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Returns
In order to return an item to us, unless otherwise agreed, this is at the buyer's expense. The item should be returned to us within 30 days of delivery, and suitably packaged. In most cases, our original packaging should be sufficient for this to avoid further expenses on your behalf.