Refund policy

Returns, Refunds and Exchanges Policy

Our 30-Day Return Promise

We want you to be completely happy with your purchase. If you change your mind or receive an unsuitable gift, we accept returns within 30 days of delivery. This is our own goodwill promise, on top of your legal rights below.

Return Requirements (30-Day Promise)

To be eligible for a return under our 30-day promise, your item should be:

  • Unused and in original condition
  • In its original packaging where possible
  • Accompanied by your receipt or proof of purchase

(If you live in the EU or UK and you're cancelling under the 14-day cooling-off period below, these conditions don't apply in the same way — you're allowed to open and inspect items. See that section.)

EU & UK Right to Cancel — 14-Day Cooling-Off Period

If you live in the EU or UK, you have a legal right to cancel your order within 14 days, for any reason, without giving a reason. This is separate from, and in addition to, our 30-day promise above. Where the two differ, whichever gives you more rights applies.

How to cancel — the quickest way

  • Use the "Cancel / Withdraw order" button on our website. You can find it without needing to log in.
  • You'll be asked to confirm, and to give your name and order details.
  • We'll email you confirmation of your cancellation straight away.

You can also cancel by telling us clearly in any other way — by email at info@uncannycollectibles.com, by phone or WhatsApp on 0858272191, or by using the cancellation form at the end of this policy.

How long you have to cancel

  • You can cancel from the moment you place your order, up to 14 days after the day you (or someone you nominate) receive the goods.
  • If your order arrives in more than one parcel, the 14 days start the day you receive the last item.

Sending the goods back

  • After you cancel, please send the goods back within 14 days.
  • You're allowed to open and inspect items, just as you would in a shop, and still cancel. You don't have to keep them sealed or unused.
  • If items are handled more than needed and lose value as a result, we may deduct a reasonable amount from your refund.

Your refund

  • We'll refund you within 14 days of you cancelling, or from when we get the goods back (or proof you've sent them), whichever is sooner.
  • We refund the full price plus the standard delivery you paid. If you chose a faster or upgraded delivery, we refund the standard rate only.
  • You pay the cost of returning the goods. We can supply a discounted return label, with the cost taken off your refund if you prefer.

Items the 14-day cooling-off period does not cover

By law, the 14-day cancellation right does not apply to:

  • Sealed DVDs, Blu-rays, video games, CDs and software once the seal is broken
  • Personalised, customised or made-to-order items, including 3D-printed-to-order items
  • Perishable goods, or goods that deteriorate quickly
  • Sealed goods that aren't suitable for return for health or hygiene reasons, once unsealed
  • Digital downloads once you've started the download with your consent

Mystery Bags & Mystery Boxes (our €5 checkout add-ons): the whole point of these is the surprise, so once they're opened we can't accept them back — opening uses up the value you paid for. Unopened mystery items can still be returned within the cancellation period.

How to Start a Return (30-Day Promise)

Contact us within 30 days of delivery:

  • Email: info@uncannycollectibles.com
  • Use the Messenger icon on our website
  • Provide your order number, reason for return, and preferred collection time

We'll email you full return instructions. For damaged or faulty items, we'll send a prepaid return label at no cost to you. For change-of-mind returns, we can provide a discounted return label with the cost deducted from your refund.

Return Shipping Address

Once approved, send your return to:

Uncanny Collectibles
U STORE IT - Unit E2
M50 Business Park, Ballymount Rd Upper
D12 HW6X, Ireland

Shipping Costs

Change of Mind Returns:

  • You cover return shipping costs
  • We can provide discounted shipping labels (cost deducted from refund if preferred)

Damaged or Faulty Items:

  • We cover return shipping costs
  • Contact us immediately for fastest resolution

Items We Cannot Accept for Return (30-Day Promise)

Outside the EU/UK 14-day cooling-off right above, we cannot accept:

  • Perishable goods (food items with short use-by dates)
  • Gift cards and store credit
  • Mystery Bags & Mystery Boxes
  • 3D printed or customised items
  • Digital products or downloads
  • Books with obvious signs of use
  • Opened collectibles and media (unless faulty)
  • Items returned more than 30 days after delivery

Note: if you're an EU or UK customer cancelling within 14 days, only the legal exemptions listed in the cooling-off section apply.

Refunds and Exchanges

Processing Time:

  • Change-of-mind returns processed within 10 business days of receiving your return
  • EU/UK cooling-off cancellations refunded within 14 days (see that section)
  • Refunds issued to original payment method
  • Exchanges subject to stock availability

For fastest service: return the unwanted item, then place a new order for the replacement.

Gift Returns

  • Items marked as gifts are eligible for gift credit
  • Original gift giver receives refund if item wasn't marked as gift during purchase

Damaged or Wrong Items

Received the wrong item?

  1. Contact us immediately via email or website messenger
  2. Tell us what you received vs what you ordered
  3. We'll arrange immediate replacement or refund

Item arrived damaged?

  1. Refuse delivery if external packaging is visibly damaged
  2. If damage discovered after opening, contact us immediately with photos
  3. We'll arrange replacement or full refund at no cost to you

Special Order & Pre-Order Cancellations

Payment Plans & Deposits:

  • Some items require non-refundable deposits to secure from suppliers
  • For payment plans: deposit covers our costs if you cancel before completion; any additional payments made towards the balance will be refunded
  • Pre-orders: deposits are fully refundable if the manufacturer cancels the order

EU/UK customers can still use the 14-day cooling-off right where it applies, subject to the deposit terms shown at checkout.

USA Orders — Refused Parcels & Import Charges

US import duties, taxes and carrier fees are the customer's responsibility and are paid directly to UPS before delivery. We do not refund orders — goods or shipping — that are refused, unclaimed, abandoned or returned because US import charges were not paid.

The EU/UK 14-day cooling-off right does not apply to deliveries in the USA. This does not affect your rights in respect of damaged or faulty items.

Christmas Returns Policy

Items purchased between Black Friday and 24th December can be returned until 31st January of the following year.

Contact Information

Customer Support:

  • Email: info@uncannycollectibles.com
  • Phone: 0858272191
  • WhatsApp: 0858272191 — Business WhatsApp available during business hours
  • Address: U STORE IT - Unit E2, M50 Business Park, Ballymount Rd Upper, D12 HW6X, Ireland

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract — you don't have to use it.)

To: Uncanny Collectibles, U STORE IT - Unit E2, M50 Business Park, Ballymount Rd Upper, D12 HW6X, Ireland. Email: info@uncannycollectibles.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

  • Ordered on / received on: __________
  • Order number: __________
  • Name of consumer(s): __________
  • Address of consumer(s): __________
  • Signature (only if this form is on paper): __________
  • Date: __________