Deliveries 

We as a company at roll collectibles will send your goods via a courier service, what service we use will depend on the location or the deliveries and reliability of these companies our preferred method is royal mail tracked 48. We as a company will send goods using a tracked a services. If for any reasons that you are unable to collect or sign for your goods and they end up getting returned to us, we will issue a refund to the original payment method used to purchase the goods on the website. You must note that a deduction of the delivery charges will be applied to the refund in this situation. If the original order was over £150 and qualified for free delivery, a restocking fee of 10% of the total order will be deducted from the refund given. 

 

Delivery cost’s 

Any orders over £150 will automatically be subjected to free delivery. The only exception to this will be deliveries to the Highlands or places like the island of man and isle of Skye, other remote places might also be included. Customers should contact us before ordering to find out if there is any additional costs incurred.

Orders placed between £1 and £149 will be subjected  to a delivery charge of £5

Overview

Our refund and returns policy lasts 30 days. You as a customer have 14 days from the date you received the item to notify us if you would like an exchange or refund. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Where a item has been opened and products removed and not returned.
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

admin@roll-collectibles.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded. Any gifts or freebies can not be exchanged for money or other products. If an item or items have been brought using a discount code then the refund will be at the discounted price and not at full retail price.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@roll-collectibles.co.uk so we can discuss this in greater detail.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should email us to start and arrange this process.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, and we as the company have to pay for the package from a courier or delivery company, the cost of this return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and we as a company will not hold any liabilities for lost or stolen items when being returned, if you choose not to have the item insured or tracked when returned to us you will not be able to claim a refund or exchange of a product or item.

We would encourage and advise that before you ship your item/items back to us you take photos to prove that the products are in original and undamaged condition, if items are returned to us damaged and no proof is provided too there condition we as a company can only conclude that the items have been damaged while in your company (unless we are aware and items are being returned as damaged) then we will not be able to issue a refund. If items have been damaged by the delivery company you have used then you are responsible for raising a complaint with said company. All items will be held in holding for 30 days while the investigation takes place, if more time is needed you must contact us to make us aware of the ongoing process. We as a company will do all we can to support and help you with an ongoing claim and will provide you with evidence in photo form of the condition of the item/items that have been returned to us. Whatever happens, we would need a to see an outcome letter from the investigation to be able to proceed and move forward.

In the event that your claim is successful with the delivery company and you are refunded the full cost of the product by them, we will not issue a refund as you will already have been refunded the cost of the product and we would now have damaged goods we would not be able to sell. We would however still issue a refund to any delivery fees that the order in question would have had added on by us in the original payment.

in the event that only a partial refund is given by the delivery company then we at roll collectibles will make up the difference so you as the customer has not lost out.

In the event that your claim is unsuccessful with delivery company we as a company have the right to refuse a refund of any nature.

Damaged items

In the unfortunate circumstances you received your items and they have been damaged in transit you must notify us within 48 hours and include pictures for proof of damaged item/items so we can start the returns procedure and carry out the relevant investigation. In this situation you as the customer will not be responsible for the return costs involved in sending the item back to us. If you fail to notify us within the 48 hour time frame we will not be able too accept any damaged items back for a refund. This policy does not effect your standard returns policy set out above.

 

Damage stock

If you buy stock from our damaged page, you acknowledge that these items have been damaged before you receive the item, each item from the damaged page will have pictures and a description of the damage that has occurred and as to why it is being sold off as damaged. If for any reason you are not satisfied with an item that you have brought from this category you can still return it to us as long as it is in the same condition that you receive it in, and is still in a unopened condition and all the seals are still intact. If you buy an item where the seals have been damaged and broken then this item will have been removed from the box and check to make sure all products are accurate to the description and they are all acceptable and in original condition, any defects will be listed and photographed and put within the description as to why the product was damaged. In this case where the seal is already broken and the product has been checked over and documented a roll collectibles sticker will be used in place of the original seal sticker as our method of security, this will mean that this sticker needs to be in place and undamaged to be able to be returned to us as this would mean it is in an unopened condition and all items are accountable. If a return item is found to be in an opened condition and items are missing from it then no refund will be issued to the customer.

Refunds are given on damage stock as long as it has been returned to us in the condition set out above and that the customer has provided proof of the condition of the damage items to us and that further damage has not taken place. As with all returns a 10% restocking fee will be taken from the refund given. The refund will be to the original value minus the restocking fee, no exchange will be offered on damage stock as each product will be individually priced and assessed before it is listed as a damaged item.

Shipping and Import Charges Policy

​Thank you for shopping with us!. Please read our shipping policy carefully before placing an international order.

​1. Customs Duties, Taxes, and Fees

​Please be aware that all international shipments may be subject to customs duties, taxes, and other fees imposed by the destination country. These charges are not included in the item price or the shipping cost.

• ​Responsibility for Payment: The customer is solely responsible for paying any and all customs duties, taxes, and fees. We have no control over these charges and cannot predict what they may be.
• ​Carrier Charges: The shipping carrier may also charge a handling fee to process and clear your package through customs. This fee is also your responsibility.
• ​Information and Rates: For information on potential charges, please contact your local customs office before placing an order.

​2. Refused Shipments

​If a package is refused by the customer due to the non-payment of customs duties, taxes, or fees, the customer will be responsible for all original shipping charges and any additional fees incurred to return the package to us. In such cases, a refund will only be issued for the value of the products, and it will be processed after the package has been successfully returned.

​By placing an international order with us, you agree to these terms and conditions. If you have any questions, please contact our customer service team before completing your purchase.

Need help?

Email us at: admin@roll-collectibles.co.uk

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