Returns And Cancellations Policies


Returns Policy

Products purchased from Figureland must be returned within 14 days once received, but for Christmas gifts, please see below and then simply return any unwanted, damaged or defected product to the address show below and include a note or letter explaining the reason for the return plus you can send some photos if possible as they are generally required by the distributor.

FIGURELAND
21 Cobden Close
Uxbridge
Middlesex
UB8 2YH

United Kingdom

You can contact us first about any issues and please send photos if possible but if it is badly damaged or broken upon arrival, we ask customers to refuse it and to tell the delivery driver to return it because you have a legal right to do so, but if the delivery driver refuses to return it, only sign for the parcel as damaged or they may hold you liable.

We place a label on every parcel that states not to accept the parcel or to check the goods first because it you accept the parcel, it means you will be responsible for returning the item through your local Post Office and at your own cost, which will be refunded once the product is returned but we see this as an inconvenience for you as a customer.

All products are inspected and posted undamaged and packed with extra care and attention to prevent products from being damaged during transit so if your parcel arrives damaged, the delivery company will be held responsible but you may also be liable if you sign and accept a damaged parcel if the driver refuses to take it back so if you have to accept it, you must sign for it as damaged!

Box Defects

In the event when stock has minor manufacturing defects on the products packaging which is not classed as damage, no replacements or partial refunds will be offered so if this concerns you, please get in touch about absolutely mint products, which we of course want you to receive every time.

If you receive an item with manufacturers outer packaging issues and wish for it to be replaced, we will happily accept this but you will be responsible for the payment of the returned item plus the cost of postage to have an additional one sent but only if available so please contact us first before returning the item.

Details on how to return products are shown below.


Important! What To Do If Your Parcel Arrives Damaged.

All parcels are packed by hand and with pride to secure your collectibles but in the event a parcel arrives badly damaged due to being mishandled during transit, as stated above, please do not accept it and tell them to return it because you have a right to refuse any parcel or simply open the parcel and check the goods are OK and if they refuse to take it back, you must sign for it as damaged.

All parcels include a sticker on top stating not to accept the parcel or to inspect the goods first before accepting it and this is for peace of mind and to save a customer the trouble of having to return an item by themselves through the Post Office.

Use the following address to return goods.


Returns Address:
FIGURELAND
21 Cobden Close
Uxbridge
Middlesex
UB8 2YH
United Kingdom


How To Return Goods
Simply use the return address then take the parcel to your local Post Office and pay for the return and once it has been returned to Figureland, the fees will be refunded back to you.

Royal Mail will not provide their free and easy returns service until we receive a minimum of 20 returns per week.


Returning Unwanted Items

If you wish to return any item under the Consumer Rights Act 2015, we accept the return of goods that are sent back to us within 14 calendar days from the day after the item was delivered.

If you return any goods that are unwanted, they must be unopened and returned complete in their original condition including any tags and seals still intact and in a re-saleable condition and we will refund your money to the value of the goods purchased when the goods have arrived back to us.

Any sealed goods which include such items as Video Games, CDs, DVDs or similar packaged goods will not be accepted if the packaging has been opened and the contents are exposed.

You will be responsible for the payment of the return postage of the unwanted goods and we would recommend that you use a secure delivery method when returning any item which requires a signature upon receipt like the 'Royal Mail Signed For' service rather than Special Delivery because this is more costly to you and Figureland and you will be responsible for the returned products until they reach us so please keep your proof of postage.

We are not able to accept any returned goods if they have been opened and/or part used goods and we do not refund any postal or courier charges for returns.


Returning Faulty Or Defective Items

If you find that the item you have purchased is faulty or defective or it has been sent in error by us, you may return any item within 14 calendar days from the day after the item was delivered and you will qualify for a full refund for the total amount you paid for the item plus the cost of any postal or courier charges paid by you as the customer as part of the initial order.
 
Due to the complexity and availability of certain products, no exchanges can be given on selected items unless a replacement is available but we will send the replacement free of charge.

You will be responsible for the payment of the return postage of the faulty or defective goods and we would recommend that you use a secure delivery method when returning any item which requires a signature upon receipt like the 'Royal Mail Signed For' service as you will be responsible for the returned products until they reach us so please keep your proof of postage.

For any orders purchased outside of the UK, we do not cover the cost of returning any items.
 
Please note that any item that is classed as 'defective' means that the item does not work properly for example any electronic function that does not work.

Any painting problems you find are not covered by us because we are not responsible for the quality control of mass produced products, we are only a retailer.
 
Refunds are issued once the goods are received, and please remember that refunds will take longer if the order was paid by card.


Cancellations Policy

If you need to cancel an order, please read the following terms.

If the cancellation is regarding a purchased item, please cancel your order as soon as possible after your order has been placed as it may give us enough time to prevent the item being shipped to you.

If the cancellation is regarding an item that has been Pre-Ordered and due to be released at a later date, you must cancel the Pre-Order within 14 days from the point of ordering or you will be charged a 10% cancellation fee to cover the costs of administration, cancellation, storage and shipping costs.

Please note that any order that has already been shipped to a customer cannot be cancelled and our policy is to reimburse you for the cost of the product but you will be responsible for the return postage cost and it's safe return to us.

Any cancelled item already shipped to a customer must be returned to us within 14 days.


Christmas Returns

Orders placed online for Christmas gifts between October 1st and December 10th can be returned by January 14th.

To cancel an order, use the Contact Us page and send us a message or telephone us and simply give us your name and your order number and state the reason for your cancellation and if you contact us by message we will normally respond to you within 24 hours to let you know if the order has already been shipped or if it has been cancelled.

If you have to return a cancelled item that has already been shipped to you, it must be unopened and returned complete in the original condition including any tags and seals still intact and in a re-saleable condition and we will refund your money to the value of the goods purchased when the goods have arrived back to us.

Any sealed goods which include such items as Video Games, CDs, DVDs or similar packaged goods will not be accepted if the packaging has been opened and the contents are exposed.

We are not able to accept any cancelled goods that are being returned to us if they have been opened and/or part used goods.

Your refund will be processed within 7 working days of receipt of the return but most of the time it is the same day the item is returned but this may differ if you have paid by card which may take longer if for example you have used Klarna because refunds can take 3 -5 days but on some occasions up to 14 days.

Please return goods to the following address.

FIGURELAND
21 Cobden Close
Uxbridge
Middlesex
UB8 2YH
United Kingdom