Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us.

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Last updated: July 2024

1. Delivery
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2. International Delivery
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3. Payment Questions
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4. Ordering
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5. Returns
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6. Most Popular FAQs

1. Delivery 

How much is delivery ?

Free UK Delivery on orders over £20. Faster delivery speeds and international options are available during checkout.  

How do I track my order?

Once your order has shipped, you will receive a tracking number via email or text message. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. 

Do you have a physical store?

Currently, we do not have a physical store.

2. International Delivery

Customs & Taxes

Please be aware that all international orders outside the UK are shipped delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties.

International orders outside of the UK, may be subject to opening and inspection by relevant custom authorities, and may experience additional delays when passing through the customs office in the customer's designated country. The customs procedures, timeframes and possible costs incurred are completely dependent on the customer's local laws and regulations.

 

We do not under any circumstances under-value items shipped internationally on custom declarations. This is to protect us and you if the unfortunate happens and your order goes missing.


Customs fees, taxes, and/or duties are handled by the delivery company and not Infinity Collectables. Any unpaid customs fees, taxes, and/or duties that result in the order being sent back to Infinity Collectables (UK operations) will not be subject to refund if it is a case of customer fault/failure of payment.

All international orders that are shipped out of the UK are shipped delivery duties unpaid (DDU) and that you, the customer, are responsible for any local customs fees, taxes, and/or duties.

International Delivery Dispatch

We will aim to dispatch your international order within 7-20 working days for in stock products, during busier periods this may take slightly longer. The extended duration is needed to ensure customs paperwork and clearance is fully authorised and checked to avoid any mistakes.

Please be aware that if your order contains a mix of pre-order and in-stock items, your order will be shipped once all products are available.

International Shipping Costs

Shipping costs will vary depending on your location, product(s) selected, size & weight of product(s), value of product(s) and delivery speed selected.

We will only charge you the true to cost delivery prices so nothing extra, only what the delivery companies charge us.
 

The shipping cost is automatically calculated at checkout.

If you suspect the shipping quote you have received looks abnormal, please contact us and include the product you would like to order and your address sot hat our team can find out the best available rate.

Pre-Order & In-stock

Orders containing pre-orders and in stock items will only ship when the entire order is in stock and ready to ship.

Pre-Orders

Due to circumstances out of our control, pre-ordered items can be delayed by the manufacturer and/or supplier for any reason. In the case that this does happen, we will contact anyone who is affected by the delay by updating the estimated date on the product page for as long as stock is available to purchase. In some circumstances we may also send an email to affected customers if the delay is longer than we see being reasonable.

3. Payment Questions

What payment methods do you accept?

We accept cards from all major providers, including American Express, as well as PayPal, Apple Pay, Google Pay, Clearpay and Klarna.

Do you offer installment payment options?

Yes, we offer instalment payment options for certain purchases with our payment partners Klarna, Paypal & Clearpay

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Ordering

What are pre-order dates ?

As a retailer we do not produce the product and instead rely on the dates advised by the Brand/ Manufacture/ Suppliers.

The date displayed isn't always 100% guaranteed. You may have to be prepared for the chance that your pre-order could be delayed by a few weeks, 1 months or even 6 months.
 

There's also the small chance that the Pre-Order could be cancelled completely by the supplier or manufacturer, if this occurs and product is dropped from production any orders will be refunded, this includes pre-order deposit customers.
 

Products may arrive earlier than the date stated or later or arrive over a duration of time in stock waves. The dates displayed are estimates to help provide a rough idea and are advised to us directly by the suppliers or brand with the chance that they may change. We will display this information on the listing for as long as the products stock is available to purchase.
 

For Infinity Collectables own brand products our dates will be more accurate as we have control over the production and logistics but for other branded products the dates given can change because the manufacturer or supplier is in control of the process.

Do you offer partial payment options for pre-orders ?

Yes. Payment for some pre-order products may be eligible for partial payment. The % of payment varies per product and may not be eligible on all products.

*Deposits for partial payments on pre-orders are non refundable.*
Exceptions where a refund for the partial payment may occur would be when the supplier/brand/manufacture cancels the product and any pre-orders we have with them. In this case our team will be in contact with you to see if you would like to apply the partial payment as a credit towards another product or for a refund.
 

Once a pre-order item has arrived in stock or is on its way to us, invoices for the balance remaining will then be sent out to customers via email to those who have chosen to place a deports on a pre-order item. If the remaining balance is not paid for within 48 hours of the invoice being sent, the order will be cancelled and the deposit retained.

How do I place an order ?

To make an order, first select the item and add it to your cart. From here you can either continue shopping or checkout.

If you have finished browsing, click the basket symbol in the top right hand corner of the page to continue to check out.

How do I redeem a discount code ?

To redeem a discount code you can enter it at the checkout page and it will automatically apply to the order/eligible items. 

I have forgotten to enter my discount code : If you've already checked out unfortunately there is nothing we can do to apply the code at this point but please don't worry as the code will still work on a future order.
 

5. Returns

What is your returns policy ?

As long as your product is unopened and undamaged, we can offer a refund if it is returned to us within 14 days of dispatch. 

Please contact us if you would like to return your order or send it back using a delivery method of your choice to the returns address on the oringal shipping label and include on a piece of paper in the shipping box your order number, email address, name and reason for return.

*eligible for UK customers only


International Returns

Unfortunately we are unable to process returns for orders outside of the UK & EU.
 

However, please do get in touch if you have defective or damaged items, or your package has been lost. We will do all we can to assist you or provide a partial refund (subject to our discretion).

Infinity Collectables will not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date.
 

We will pack your order with the upmost care and suitable protection, however if the items are damaged in the post, we cannot pay for return shipping. Delivery companies do not consider an item damaged, if only the box containing the item is damaged, and therefore will not pay out for "damaged items" in these conditions.

I returned an item but I haven’t had a refund back yet, what do I do?

It can take up to 14 working days to receive a refund from a returned item depending on the volume of parcels our returns team have to process and may vary depending on the payment processing method that been used for the order. Mastercard and Visa can take up to 14 days, Paypal 1-4 days, Clearpay 1-2 days, Klarna 1-4 days.

Can I return something if I’ve opened it?

Unfortunately, if an item is not in resalable condition we are unable to accept a return.

6. Most Popular FAQs

Cyberpunk Statues

Please be advised this range has started to ship from the factories, some characters are on the way and will be dispatched soon, others are pending shipping and will dispatch once available.


I haven't received my item ?
Please refer back to the product page as all info will be shown on the page regarding dispatch. Some items may be listed as pre-orders or extended dispatch times which is why they haven't arrived yet but are on the way/subject to release.

I no longer want my item that has been delivered. 

Please arrange delivery back to the returns address on your parcels shipping label using a tracked delivery method of your choice and include your order number, email address and delivery address on a piece of paper or write on the shipping note inside your parcel the reason for return. Missing pieces, damage and broken seals will result in no refund. Items must be returned in a re-sellable condition. Returns processing can take up to 10 working days during peak season.

My parcel has been stuck on the same tracking update for a few days. 

If you have received a tracking number it means your order has been collected by the delivery provider on the day of notification or next working day. Once a parcel enters the delivery providers network we do not have control over how fast the provider processes parcels. During busier times this may take a few days. If it has been 5 working days on the same update, please contact us.

My pre-order item is sold out, will I still get my item ? 

All pre-order items are listed with a pre-order cut off allocation, once the item reaches this number the listing will close for new orders, existing orders have been pencilled in against our total allocation.

What does 'Working Days' mean ? 

Working Days relates to the active days of warehouse operations across out network which correlates to delivery collections.

Delivery collections take place several times a day Monday-Friday and some weekends during Christmas.