Our Policies (Shipping and Refund)

While the majority of the people (including your friends) may not understand, we all know the excitement and joy of getting your dream and wanted figures because we are also a crazy toy collector. This is why making you to not just feel and but also actually trade with confidence is the utmost important goal for us. We all know the frustration of buying figures from greedy sellers at a crazy high price, the worry of your figures being delayed and the constant refresh of the tracking status every day, or/and the disappointment of receiving your figures (including the boxes for those box collectors!) in damage.

 

This is why we offer the following policies to address your concerns. If you can’t find the information you are looking for, please let get in touch and we will be more than happy to address your concerns!

 

Shipping policy and Free shipping

 

We offer free standard shipping to all items around the world, which will take 3 to 20 business days. All products will be wrapped carefully with good protection.

 

If you would want to guarantee to get your products as quickly, we work with many different couriers and offer various expedited delivery services (up to 3 business days from the date of receipt of your order (except for pre-order/pre-owned figures or otherwise stated differently in the description of your listing) at a discounted price. Note that we cannot guarantee any delay due to the goods being held by custom depending on the delivery country.

We will provide tracking information for your orders.

 

Free return 30-day policy for damaged items caused during transit or are not in sealed conditions

We make sure all the items we sell are in sealed conditions (other than for pre-owned, which will be in the conditions as stated in the description of the listing). But in the unlikely event your figure is damaged upon receipt, you just need to let us know and we will take care of the rest. This includes any damage to the artbox of the figure during transit or the figure is found to be in used conditions.

However, please note that we, as re-sellers of hottoys figures, are not responsible for any manufacturing defect or any natural issue due to the age of the figure   being produced by hottoys, including color fading, battery aging, painting defect, illumination issues, light-up function, loosen screws or peeling leathers/fabric. This is because we are not manufacturer of any of the figures and have no control over the materials being used to make the figures and the production process, therefore we can only ensure any brand new figure sold is in sealed condition and are responsible for any damages if the figure was turned out NOT to be in sealed condition or any damages caused to it during transit.  We strongly advise any customer to look at the review of any figure or contact hottoys directly for any of their concern before purchasing any order on our site, particularly for figures that have been released more than three years old. 

If you decide to purchase a figure that is more than three years old or is outside of the warranty period, please assume that the figure (even in unopened and sealed condition) is subject to all those manufacturing and natural defects and you agree that we are not responsible for any of such defects other than any damages caused to the packaging during transit or the figure was not in a sealed condition. You agree that you will bear the risk shall you decide to place an order on our website. If you are not sure whether the figure is out of the warranty period, please email us before making a purchase

Below is the procedure for returning any damaged  items

• Please inspect your order upon reception and contact us immediately (and in any event within 30 days of receipt at the latest) if the item is  damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
• You will need to provide evidence (photo and delivery receipt etc) to us that the product is damaged before opening the products
• We will then evaluate the issue within 3 business days of receipt of your return request and evidence.
• Once your return request is approved, we will ask you to return the items to us at our specified address within 7 days of your return request is approved. We will cover the return delivery fees!
• Your return item must be in the same condition that you received it and in its original packaging.
• Once we have received your item, we will immediately refund the money back to your specified account within 3 business days (if not shorter)

Under normal circumstances, we cannot, however, offer any refund if you have decided to cancel the order due to change of mind or for reasons not related to the conditions of the figures. We may also reserve a right to charge a 10% fee of the total purchase price if we decide to exercise our discretion to accept a cancellation of your figure to cover our administrative cost. 

Pre-order products

 

We pre-order any order you want on your behalf. You would only need to pay 10% deposit of the product upfront or with 5% discount of the total cost if you agree to pay for product in full.

 

We will provide you the estimated available date as given by the manufacturer or suppliers but cannot guarantee this will not be changed. If there is any change, we will inform you immediately.

 

Once the product is released by the supplier or manufacturer, we will inform you to pay the remaining balance (if any) and any delivery fee (in case for expedited delivery services) before shipping. If you are unable to complete the remaining balance and any delivery fee within 30 days of receipt of our notice, your pre-order will be cancelled and we will issue refund to you.

 

Sourcing toy figures and pre-owned products

 

Whether it is to complete your collection or is simply your dream figure, we know how frustrating it is to locate the figures you want. Therefore, we work with over 100 different toy collectors and dealers to find whatever figures you are after and so far, we have not had any experience of not being able to locate a figure we are after!

 

It would normally take us 2 to 5 business days (if not less) to find the toy figures you are after. We would then negotiate for you to get you the best possible price and let you know immediately. The quoted price will include a 5% administrative fee of the negotiated price in order to cover the time we spent and our wrapping services. We will also send you the picture of any pre-owned items to make sure you are fully happy with the conditions.

 

Once you decide to go ahead, we will send you a link for full payment and ship your products within 5 business days of receipt of payment.

 

We also list out any pre-owned or past products that we have or are able to find them easily from our toy collectors and dealers around the world.

Discounts and and Promotional Offer

We do occasionally offer discount and promotional code (the "Discount Code") for our customers and on some of our figures. Unless otherwise specified, the follow conditions apply to all Discount Codes that they are:

1) are valid until stocks last;

2) apply only to purchase certain goods offered for sale on the website within a specified time period;

3) no other discount or promotion can be applied on the same order or figures; and

4) the total discount of the Discount Codes will be limited to GBP 30 (or its equivalent currency) per order.  

 

You can always contact us for any question at info@figurescollectibles.com