Refund policy

We want you to be happy with your order. If something isn't right, please let us know. Nothing in this policy affects your statutory rights.

Change-of-Mind Returns

If you're a UK consumer, you can cancel your online order within 14 days of receiving it without giving a reason. Once you've told us that you wish to cancel, you then have a further 14 days to return the goods.

Condition of Returned Items

You may inspect an item as you reasonably would before deciding whether to keep it. If an item has been handled beyond what is necessary to establish its nature, characteristics or condition, and this reduces its value, we may make an appropriate deduction from the refund where permitted by law.

This is particularly relevant to factory-sealed collectible products. Opening sealed booster packs, boxes or other sealed collectibles can significantly reduce their resale value, so we recommend keeping these products sealed if you think you may wish to return them.

How to Return an Item

To arrange a return, contact us at info@thecollectorsemporium.com with your order number. We'll provide the return instructions.

Please package returned items securely and obtain proof of postage.

Return Costs

If you're returning an item because you've changed your mind, you are responsible for the return postage cost.

If an item is faulty, damaged, incorrect or not as described, please contact us. We'll arrange an appropriate remedy and cover reasonable return postage where required.

Refunds

We aim to process refunds within 3–5 business days of receiving the returned goods. Refunds will be made to the original payment method and in all cases within the timescales required by law.

Where an entire order is cancelled under your statutory cancellation rights, we'll also refund the cost of our standard outbound delivery service. If you chose a more expensive delivery option, such as Express Delivery, we are only required to refund the equivalent cost of standard delivery.

Faulty Goods

Your rights relating to faulty, damaged or misdescribed goods are separate from the 14-day change-of-mind cancellation right and are protected by the Consumer Rights Act 2015. Please contact us if there is a problem and we'll work with you to put it right.

Questions?

If you need help with a return or refund, please contact us at info@thecollectorsemporium.com.