Frequently Asked Questions

Standard UK delivery costs £2.95.

Orders over £50 qualify for free standard UK delivery.

Additional delivery services may also be available at checkout. For information about international delivery, customs charges and the countries we currently ship to, please see our International Shipping page.

We aim to dispatch in-stock orders as quickly as possible, usually on the same or next working day.

Orders are dispatched Monday to Friday. During exceptionally busy periods, including major product launches and events such as SDCC, dispatch may take slightly longer.

Details of any significant dispatch delays will be displayed on the website.

An order will be dispatched when every item included in that order is in stock and ready to ship.

We do not normally part-ship orders. If you place several pre-orders together, the complete order will be held until every item has arrived.

Yes. You can add both in-stock items and pre-orders to your basket and complete checkout in one transaction.

The website will automatically split them into two separate orders. Your in-stock items will be charged, processed and dispatched straight away, while your pre-orders will remain reserved until they arrive.

Because they are treated as separate orders, separate delivery charges will apply. Each order will qualify for free UK delivery if its own value is over £50.

Pre-orders with different estimated arrival dates can be placed together, provided those dates are within three months of each other. If they are more than three months apart, the website will not allow them to be checked out together.

Yes, provided the estimated arrival dates are within the period.

To begin with, you should be able to place pre-orders together where their estimated arrival dates are within approximately three months of each other.

The complete order will be dispatched when every pre-order item on the order is in stock and ready to ship.

Pre-ordering reserves stock for you from our incoming allocation.

Some products sell through before they arrive and may never become available as normal in-stock items. Pre-orders are normally processed in the order they were placed, so ordering early gives you the best chance of receiving products with limited availability.

If you pay by card, you will be charged when your order is processed and prepared for dispatch.

PayPal payments are taken immediately when the order is placed.

The payment information displayed at checkout will always apply to that particular order.

All arrival dates are estimates and may change.

Collectable products rarely have guaranteed release dates. Manufacturers and distributors frequently delay, bring forward or split deliveries, sometimes without much notice.

We update product pages when new information becomes available. We do not normally email customers about small changes, but we may contact customers where there is a major delay or significant change.

The new website may allow customers to cancel or amend some orders themselves. We are still confirming exactly how this will work.

If the option is not available on your order, please contact us.

Orders that have already entered processing or are being prepared for dispatch may no longer be changed or cancelled.

We understand that plans sometimes change. However, excessive ordering and cancellation may result in restrictions being placed on your account..

We are still confirming exactly how delivery address changes will work on the new website.

Changing the address saved to your customer account may not update orders that have already been placed.

If you need to change the delivery address on an existing order, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has entered processing or been prepared for dispatch.

We will update this section once the process has been fully confirmed.

Yes. Unless clearly stated otherwise, all products are brand new and supplied directly by manufacturers or authorised distributors.

No.

Most toys and collectables are mass-produced and shipped by manufacturers in cardboard cases without individual protection. Minor marks, edge wear, small creases, paint imperfections and similar manufacturing or packaging blemishes can occur.

We do not knowingly send badly damaged items as standard stock, and we pack orders carefully to prevent additional damage during delivery. However, we cannot guarantee flawless or “C10” packaging.

Where the option is available, customers may be able to request the best available packaging or purchase a compatible display case.

This service is not currently available on the new website, although we hope to reintroduce it.

Once available, we will inspect the stock and select the best example we have. This will not guarantee completely flawless or “C10” packaging.

Please contact us promptly and include your order number.

We may ask you to provide clear photographs of the damaged product, the internal packaging, the outer shipping box and the delivery label.

Please do not dispose of the product or packaging until we have responded.

We will assess the damage and confirm the available options. Minor cosmetic marks to retail packaging are treated differently from serious damage to the product itself.

Yes. We still plan to offer this option.

However, we need to manually reconnect the existing figures to their compatible display cases on the new website. Because of this, the option may not be available immediately and will be reintroduced gradually during the weeks following the move.

We use purchase limits where stock is restricted or when an item is being offered at a particularly low price.

The aim is to give as many genuine customers as possible a fair opportunity to buy the item at its normal retail or sale price.

The limit that applied when your order was placed will normally be honoured, within reason.

No.

Purchase limits apply per customer, household and delivery address, not simply per transaction.

Attempts to bypass a limit by placing multiple orders may result in all related orders being cancelled. Repeated attempts may result in the customer account, email address, payment card or delivery address being blocked from future purchases.

We accept most major debit and credit cards, including Visa and Mastercard.

We also intend to offer PayPal. PayPal may not be available immediately while final live testing is completed.

The payment methods available for a particular order will be displayed at checkout.

Eligible items may be returned in accordance with our Returns Policy.

Please contact us before returning anything so that we can provide the correct instructions.

Products must be returned in the condition required by our Returns Policy. Your statutory rights are not affected.

Once a refund has been approved and processed by us, it will be returned to the original payment method.

Your bank or payment provider may take additional time to show the refund on your account. Processing may take longer during exceptionally busy periods.

Star Action Figures is based in the United Kingdom.

Star Action Figures Ltd is a registered UK company.

Company number: 06423629
VAT number: GB922041077

Yes.

The new website includes systems and features that may need to be adjusted once the site is live. We will continue updating these FAQs as anything changes or becomes clearer.