Shipping & Returns Policy

1. Order Processing
– Orders are typically processed within 1–3 business days (Monday–Friday, excluding UK bank holidays)
– During high-demand periods (e.g. new releases or restocks), processing times may be slightly longer
– Orders are processed in the order they are received

2. Preorders
– Preorder items are dispatched once stock arrives from the distributor or manufacturer
– Release dates are estimates only and may change without notice due to delays beyond our control
– Updated information is displayed on the product page. If a release date has passed and your order hasn’t shipped, please get in touch

3. Packaging & Condition
– All items are securely packed for transit. However, we do not guarantee mint or collector-grade packaging
– Minor creases, dents, or wear to outer boxes may occur in transit and are not considered faults unless the product itself is damaged
– If you require a mint box, please contact us before ordering and we will try to accommodate where possible

4. Delivery & Couriers
– All parcels are sent via tracked services. Tracking details will be emailed upon dispatch
– UK delivery timeframe: 1–5 working days
– International delivery timeframe: 7–14 working days
– Delivery estimates are not guaranteed and may vary due to courier delays or customs processing

5. Lost or Delayed Items
We understand delays are frustrating and do our best to assist in resolving them.
– A parcel will only be considered officially lost once:
– 10 full working days have passed for UK deliveries
– 21 full calendar days have passed for international deliveries
– Once this period has passed, we will open a claim with the courier. Investigations may take up to 21 days
– If a parcel is confirmed lost, we will offer a replacement (subject to stock availability) or a full refund in accordance with UK consumer protection law
– If your order has not arrived within 30 calendar days of dispatch (or the agreed timeframe), you are legally entitled to request a full refund

6. Rejected or Returned Parcels
– If a parcel is returned to us due to an incorrect or incomplete address, missed delivery attempts, or refusal to accept the parcel, the original postage fee and any return postage costs will be deducted from the refund

7. International Orders
– Customers outside the UK are responsible for any customs duties, taxes, or import fees applicable in their country
– We cannot undervalue parcels or mark orders as gifts for customs purposes

8. Damaged Items
– If your item arrives damaged, please contact us within 48 hours of receipt with clear photos of the damage and the packaging
– We may require the return of the item or packaging to complete a courier claim
– Replacements are subject to availability. If none are available, we will issue a full refund

9. Returns
– Unwanted items must be reported to us within 14 calendar days of receiving the order
– Once return is approved, the item must be returned to us within 14 calendar days of acceptance
– Items must be unopened, unused, and in resalable condition. Items that are opened or show signs of handling may not be eligible for a full refund
– Return postage is the customer’s responsibility unless the item is faulty or incorrect
– Refunds are issued once the item is received and inspected

10. Non-Refundable Preorder Deposits
– Where a deposit is taken to secure a preorder, it is non-refundable if the order is cancelled. This covers transaction fees, handling, and administrative costs
– This will always be clearly stated at the time of ordering

11. Order Cancellations
– Orders may be cancelled prior to dispatch for a full refund, excluding any non-refundable deposits
– Once dispatched, orders cannot be cancelled and must be returned if eligible

12. Policy Acceptance
By placing an order with Planet Action Figures, you accept the terms outlined above. These policies comply with the Consumer Contracts Regulations (2013) and Consumer Rights Act (2015).

If you have any questions, please contact us before placing your order.
Email: info@planetactionfigures.co.uk