FREQUENTLY ASKED QUESTIONS

ORDERS & DELIVERY

WHERE’S MY ORDER?

Want to track your order? Click here to start your return.

Your order number will be on your dispatch email, parcels can only be tracked after they’ve been dispatched.

SHIPPING OPTIONS & TIMES

We ship worldwide with a standard delivery window of 20–30 business days from the date of dispatch. This timeframe applies to all destinations: United States, Canada, Europe, Asia, Australia, and rest of the world. Please note that customs clearance may occasionally add a few extra days, but our estimate remains 20-30 business days.

Order processing
2-3 business days (warehouse preparation & quality check)

Transit time
20-30 business days via international network

Tracking
Full tracking link provided after dispatch

CAN I CANCEL AN ORDER?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

MISSING ITEM(S) FROM MY ORDER?

Sorry an item’s missing; please double check it’s on your order confirmation, check your emails (including junk/spam) to see if you’ve been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please ask our virtual agent for an instant answer or head over to our Contact Us section within 30 days of your order being delivered and we will sort it for you.

ITEM OUT OF STOCK?

Some of our items do come back in stock, so keep checking back!

I RECEIVED AN INCCORECT ITEM – WHAT DO I DO?

To get this fixed for you ASAP please ask our virtual agent for an instant answer or head to our ‘Contact Us’ section where you can drop us an email or you can reach us via private message on Facebook.

When you message, please include the following information:

Your name

Order number

Product name and code of the item ordered

Product name and code of the item received

Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

I RECEIVED A FAULTY ITEM – WHAT DO I DO?

We will get this fixed for you ASAP

Please send us an email with the following information:

Your name Order number Product name and code (this can be found on your order confirmation email) Description of the fault

You won’t be able to attach an image of the faulty item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

MY TRACKING IS SHOWING THAT MY PARCEL IS BEING RETURNED TO SENDER

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you’re not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

CAN I CHANGE THE DELIVERY ADDRESS ON MY ORDER?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes to your address.

RETURNS & REFUNDS

HOW DO I RETURN?

1 Repack your items No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.

2 Login to our returns portal You will need your order number and email address/post code.

3 Select your preferred return option Print returns label at home.

4 Once you have processed your return in the portal, you’re ready to post it off You’ll get an email once we receive your returned item.

THERE IS NO RETURNS LABEL IN MY PARCEL, HOW DO I RETURN?

We’ve gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!

Ready to return? Click here to start your return.

WHEN WILL I RECEIVE MY REFUND?

As soon as we receive your order back we get to work on processing your return and issuing the refund back to the refund method that was selected when logging the return.

If you chose refund to original payment method, this will be processed back to the payment method used when placing the order.

If you chose refund to gift card, once your return has been processed, you’ll receive an email containing the gift card.

For any DBZ brand partner returns, refunds will be processed back to the original payment method used when placing the order.

HOW LONG DO I HAVE TO RETURN?

You’ve got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

Ready to return? Click here to start your return.

I CAN’T SEE THE REFUND ON MY BANK STATEMENT

We try to process returns ASAP but some refunds can take up to 14 days to be processed + your banks handling time (up to 7 days).

For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account – this is due to PayPal processing times.

Please wait 14 days before contacting us about your refund if you haven’t heard from us yet. If it’s been 14 days, we’ll get this looked into for you ASAP; just head over to our Contact Us section with the below information