©2019 by Fully Poseable Ltd, Stoke on Trent, ST3 6HN

Frequently asked questions

 

How do I get a feature in the blog?

You can get yourself or your work published on our blog. Just contact us with your ideas and we'll be happy to work with you!!

Returns and Refunds Policy 

Sadly things go wrong sometimes. We try very hard to provide every customer with what they want in the condition they expect however, if at any time you are unhappy with your purchase, please refer to the relevant processes below and contact us.


Unwanted Items (UK Only): If an order is made in error, or a customer changes their mind about something they order, we offer a 14-day money back guarantee on return of the item, and only where it has been unused and unopened and returned to us in the condition it was sent in. In these cases, we would kindly ask all customers to cover the return costs. We are happy to recommend the best/most economical options for doing so and, where possible, send a printable label.
 

Damaged or Defective Items (UK Only): If an item is defective or damaged in transit, we will gladly accept a return within 14 days of purchase. We will in most cases offer a replacement or replacement part where applicable; if not then a full refund will of course be offered.
 

In these cases, we will cover all return costs including sending of any replacements. In all cases however we will need the defective product returned and may ask for photographic evidence of how it was received to feedback to the manufacturer/courier/postal service.


The following do NOT count as defective or damaged items only as an unwanted item, therefore please refer to unwanted items above.

  • Item packaging condition, unless the buyer has contacted us beforehand to arrange special instructions for delivery or purchased additional insurance.

  • Cosmetic paint application issues or minor functionality complaints.

We STRONGLY advise customers to refer to our Quality Assurance and Mint On Card Policy for more detailed advice on items eligible or not for return at full refund.


International Returns: For damaged or defective items, we will issue a voucher code for use with ourselves for the item including a reasonable amount to compensate for return of the item using an economical service. We will always need photographic evidence of the item.


We are not responsible for items that are lost or damaged in return transit to us internationally so we advise that customers returning items package their return carefully using padding/filling to ensure it is returned in the condition received. If it is received any differently, we will only be able to offer a partial refund from 10-50% depending on the individual case.


We are unable to accept international returns for items that are unwanted or do not meet the damaged/defective criteria. The following do not count as defective or damaged and are NOT eligible for international return.

  • Item packaging condition, unless the buyer has contacted us beforehand to arrange special instructions that would compensate for delivery or purchased additional insurance.

  • Cosmetic paint application issues or minor functionality complaints.

We STRONGLY advise customers to refer to our Quality Assurance and Mint On Card Policy for more detailed advice on items eligible or not for return at full refund.

 

Refunds: Refunds are made to the original payment method used for the product; if this is not possible we will offer the equivalent in form of a Voucher code.


We will issue a refund or voucher code where applicable, upon safe return and inspection of the item(s). We are not responsible for items lost or damaged in return transit and this may affect the level of your refund.


The 14-day money back guarantee applies to when the return query was raised, not on return of the item(s) so please contact us before rushing to return. Items returned without contacting us first may be delayed or cause either us or yourself additional costs and may reduce the amount of refund applicable.


Please allow 3-5 days for a Credit/Debit card refund to appear on your account. Although Paypal quote up to 30 days for a visible refund to appear, it is generally much sooner. Voucher codes can be issued and used immediately.


Undelivered Items: If an item is undeliverable due to an address error from the customer, or repeatedly not being available to accept delivery of their item, we will resend the item to the same or an alternative address, however we will only do so on contact with the customer and upon receipt of a further payment for a resend of the item. The preferred resend method and cost attached will be communicated to the buyer before a resend is actioned. If the buyer does not respond to contact attempts, nor contact us within 5 days of an undelivered item, we will cancel the order and refund the purchase minus a £3.50 admin and first place postage charge.


International customers are responsible for all additional customs, duty/tax fees for refused or undeliverable items. If your item is rejected at customs, no refund will be issued for items or postage.


Loss/Delay: If a package appears to have become lost as a result of courier/postal service's behaviour, please contact us immediately so we can more promptly issue a refund/replacement. In most cases, we will only be able to refund up to the amount insured (standard is £20), but we are happy to work on a case by case basis where the buyer has purchased additional insurance or signature requirement. Please be aware that specific or unique delivery instructions can and should be communicated to us prior to us shipping.


Signature Required (UK Only): Customers have the option to add a signature requirement for their delivery to ensure it arrives with a physical person not left in a ‘safe place.’ Please select the postage option that is most suitable for yourself.

Quality Assurance and Mint on Card Policy

We have a commitment to bringing our customers the items they want and understand the increasing amount of collectors that require their items be of a certain standard whether that be at a packaging or manufacturer level. We strongly urge customers who have highly specific requirements around their orders to contact us in advance of purchase, so we can work together to ensure satisfaction. Otherwise please refer to the information below.

 

Other Items and Collectibles

Defects and Quality: Severe manufacturer defects, such as extreme mechanical and material flaws that alter the items’ overall appearance or function, missing key pieces, broken parts at a manufacturer level will be replaced wherever possible for the buyer, or refunded if a replacement is not available. In most cases, we will require return of the damaged item and some evidence photographs to issue a refund and cover return postage costs.

 

If an item is received in very poor condition as a result of courier/post service's behavior, then we will reimburse up to the value of standard insurance at £20 or the level of additional insurance the buyer has purchased, whichever is appropriate. This is specifically for where the packaging has been damaged badly enough to affect the item inside/condition of the item is no longer sell-able. In all cases, we will require return of the item with photographic evidence. Return postage will be covered for you. This does not apply where a customer has purchased a ‘Damaged packaging’ item, which is clearly stated and priced differently to the same standard item.

 

We will NOT be able to cover return postage for items that are being returned for:

  • Minor paint application flaws (Light scratches, small chips to paint).

  • Edge scuffs, nor creases to peg hanging card packaging.

  • Scuffs/creases/scratches to body of carded packaging.

  • Indentations/light crumpling to blisters and bubble carded items.

  • Superficial movement of accessories or pieces within packaging.

 

MINT ON CARD: We specifically and intentionally do not advertise any of our items as ‘Mint On Card.’ Most items on our website have traveled from various countries around the world and can often experience a certain degree of travel wear. Generally they arrive to us in near perfect condition and as per our United Kingdom and International Shipping Policies are packaged and sent by us with appropriate care and internal support. Mint on card Collectors are advised to contact us prior to purchase.

 

Similarly minor faults with the actual items themselves, most notably minor scratching or paint application flaws at a manufacturer level do occur in less common instances.

 

Buyers are welcome to contact us for photographs of the specific item they will be receiving after purchasing or purchase additional insurance if required. Please contact us with any questions or specific requirements. If an item received is not to your satisfaction, please see our Returns and Refunds section.  

 

We will NOT be able to cover return postage for items that are being returned for:

  • Minor paint application flaws (Light scratches, small chips to paint).

  • Edge scuffs, nor creases to peg hanging card packaging.

  • Scuffs/creases/scratches to body of carded packaging.

  • Indentations/light crumpling to blisters and bubble carded items.

  • Superficial movement of accessories/ additional pieces within packaging.

Pre-Orders:

International customers should place pre-orders and orders for in stock items separately,

this will reduce the chance of overpaying on shipping as the estimated weight of any pre-ordered items will be added to the total and affect the automated shipping estimate for the order.

 

Where in stock and pre-orders are placed together the buyer will be invoiced for the shipping of any pre-order items as any and all of them arrive to us for processing and shipping, this is in addition to the shipping charged to send their in stock items at time of order. 

 

At the moment when placing a pre-order either in deposit or full payment the applicable shipping is automatically added to the order and will of course be honoured on arrival of the product and any final balances owed will be adjusted accordingly.

If any of the above is unsuitable but you still wish to make a pre-order, please contact us to discuss your needs.

 

Shipping estimates:

International customers should purchase confidently and in normal cases the shipping charged will be accurate for the items purchased. Unfortunately the costs of shipping internationally fluctuate daily and are subject to additional costs based on but not limited to: weight; volumetric weight; actual size/dimensions; destination and value.

 

For pre-ordered items the weights and dimensions may also change from original specifications we receive, potentially altering shipping costs when they arrive.

 

In the event the shipping deposit paid at the time of purchase is insufficient to send the order we will naturally contact you and give you the option of purchasing the difference in cost for us to ship the order or cancelling the order (or any affected items from it) at full refund without penalty.

 

For larger orders our website will only quote up to 5kg of product for shipping, if you cannot place your order as a result, please contact us to get a revised shipping quote.

 

Delivery

We charge a flat rate of £3.50 shipping on all orders that include comic books regardless of quantity, with delivery confirmation. Our prices include free standard UK shipping via courier/ royal mail 48 on all collectibles and non-published items. For all of the above, buyers can expect 2-4 days for delivery of in-stock items. Buyers are welcome to request and purchase alternative or expedited shipping methods.

 

Postage: We endeavor to post all items within 48 hours of orders being placed, generally sooner; any severe delays to this will be communicated to the e-mail address/contact information provided to us at time of purchase. Please allow additional delivery time over public holidays.

 

Alternative Postage: We are happy to post items using other methods on request. The buyer is responsible for any additional charges this may incur, but only in addition to the cost of our standard shipping method included in our prices.

 

Insurance: Items are insured at the standard rate of £20 per package. In the event that parcels become lost or damaged as a result of incorrect delivery addresses/instructions being provided to us, this will be the maximum we will be able to reimburse. Buyers are welcome to contact us about purchasing additional insurance. In case of damage to items, please see our quality assurance and Mint on Card Policies found in the refunds and returns section.

Packaging: We use a range of specific sizes of boxes to package our items for both economical and protective purposes. We use bubble wrap/paper/padding to protect them as best as possible. The only exception to this is where a purchase may be best suited in its original manufacturer casing (i.e. complete cases). Buyers are welcome to request a specific style of packaging if they have preference. We will endeavor to include this within our stated price where possible but changes to dimensions/weight etc may come at an additional cost. Please contact us prior to purchase if specifics are required.

 

Loss/Delay: If a package appears to have become lost as a result of courier/postal service's behavior, please contact us immediately so we can more promptly issue a refund/replacement. . In most cases, we will only be able to refund the amount of insurance but we are happy to work on a case by case basis where the buyer has purchased additional insurance or signature requirement. Please be aware that specific or unique delivery instructions can and should be communicated to us prior to us shipping.

 

Signature Required/No Signature Required: The majority of our items are shipped without the requirement for a signature, unless selected as the postage method at time of purchase. In cases of items being left in inappropriate places/with neighbours, please ensure you have entered any special instructions for delivery at checkout and use the tracking number where applicable to ensure you receive your items promptly. Our couriers will generally make 3 attempts at a delivery. 

Hopefully most questions around our Customer Service Policies can be found here, if not, feel free to send us a message. We are highly active on social media so often the fastest way to get a response and the best way to contact us is via a quick message via our Facebook page …………………… Twitter …………………… or e-mail us at ……………….. We will answer as soon as possible. We aren’t an automated site. There aren’t many things that can’t be cleared up with a quick chat!

 

Information we collect: On our website you can order and pre-order products, raise queries, make requests and register voluntarily to receive updates, information and change your details in regard to any of the above. In these cases we will usually need some personal information that may include:

- Name(s)

- Addresses(s)

- E-Mail Address(es)

- Telephone/ Contact Number(s)

- Payment information

On any of the above points you, as the customer, may provide us with the same details for another named person (i.e. a person receiving goods on your behalf or gifts).

 

Privacy Policy

How we use collected information: We use the information you give us for yourself or another person on your behalf to only complete the order or request that it is in relation to. Naturally this will include us providing any of the above details to the courier or service delivering your items, if there is information you provide that you specifically wish not to be shared in this way please contact us prior to or at the time of your order.

We do not share any information with any other outside parties unless personally requested to do so by you, the customer, and only to complete the named order/request. We only use information about another person you have named to complete their part of the order whether that be posting and confirming receipt of an order. We will only reply to, or send e-mail’s to an address that has been provided to us by you and only in regard to an order or request made by yourself. We will not share e-mail addresses with any outside parties that are unconnected to delivery of your order. In the event of a customer asking to receive newsletters and updates via e-mail, the customer will only be sent such information by us to the e-mail address provided, and only by us, no affiliates unless named and specifically requested, nor outside parties. Data obtained by cookies whilst using our website will not contain any personal information, and are removed at the end of the customer’s session. Neither we nor our website hosts ever share or store any complete or usable credit/ debit card details.

Concerns Should you have any concerns about the way we use your information and to what purpose please contact us.