Returns / Cancellation Policy
We hope that you will be happy with your purchase. Should you change your mind for any reason, we are happy to refund you provided that the goods are returned to Collectable China and that you inform us first of your intention to cancel your order in a clear statement (e.g. a letter sent by post or email).
Returned goods must be suitably packed to help ensure their safe return. We request that the original packaging materials are used for this purpose and that goods are returned within 14 days of receipt.
Your refund will include the cost of delivery to you (uk only). However, if you have chosen an express or premium delivery option, we will only refund the cost of the standard delivery option which you could have selected. Please note that where goods are returned for reasons other than damage or error on our part, you are liable for the return and outgoing delivery costs and we reserve the right to deduct a 20% restocking and service charge from the refund.
Your refund will be made no later than 14 days after receipt of the returned goods or within 14 days of receiving proof of posting. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is a result of unnecessary handling by you.
When International orders are placed without prior notification and subsequently cancelled, we incur costs. We reserve the right to deduct a 20% restocking and service charge from the refund to cover this.
Breakages and Loss
We pack our items very well and mark all parcels very clearly as Fragile (see Customer Feedback). In the unlikely event that you receive damaged goods, we will send you a replacement, subject to stock availability, at our expense. Should we be unable to provide a replacement, we will issue a full refund (uk only). International customers will be provided proof of posting and will need to progress any claim with their local delivery service.
Should your goods fail to arrive, please notify us, preferably by email. We will make every attempt to trace them via the courier but if we are unable to do so a refund will be issued (uk only). It is the customer’s responsibility, however, to ensure that the address details they have supplied are correct at the time of purchase as we cannot be held responsible for incorrect or non-delivery due to customer error.