Returns, Cancellations and Refunds

Processing times and return deadlines

Return and cancellation requests are recorded from the date they are submitted, not when our team reviews them.

We aim to respond within 3–5 working days, although this may take longer during busy periods.

As long as your request is submitted within the applicable return or cancellation period, it will be considered on time, even if our team processes it after the deadline.

Once reviewed, we'll provide further instructions and arrange a return label where applicable. Please wait for our instructions before sending items back.

Any delays caused by our processing times will be taken into account when arranging your return.

How to request a return or cancellation

The quickest and easiest way to request a return or cancellation is through our self-service portal.

Step-by-step instructions:

1. Visit Your Account

2. Enter the email address associated with your order.

3. Enter the six-digit verification code sent to your email.

4. Select the order you wish to return or cancel.

5. Click Return items or Cancel items, depending on your order's status.

6. Select the relevant items, choose a reason and submit your request.

You'll receive an email confirming your request. Our team will review it and provide further instructions or confirmation.

Requests are not processed instantly. We aim to respond within 3–5 working days, although this may take longer during busy periods. Cancellation requests are prioritised where possible.

Damaged, defective or incorrect items

If your return concerns a damaged, defective, incomplete or incorrect product, please also complete our Order Issue Form after submitting your return request.

This allows you to provide photographs and additional details to help us assess the issue more efficiently.

Other enquiries

If you have any questions about our products, upcoming releases, availability or anything else, please feel free to contact us using our Enquiry Form

Our team will be happy to help and will respond as soon as possible.

Alternative contact methods

Our self-service portal and forms are our preferred contact methods, helping us manage requests more efficiently.

You can also contact us through Live Chat or directly at support@spiritkingdom.co.uk, although email and live chat requests may take longer to process.

If you cannot use the self-service portal, you can submit your request through our forms or by email.

Cancellations and pre-orders

You can request cancellation of any unfulfilled order, including pre-orders, through your account.

Cancellation requests are reviewed by our team and are not processed instantly. If your order is approaching dispatch, we cannot guarantee that shipment can be stopped in time.

Orders cancelled before dispatch receive a full refund, including any deposits and delivery charges. Any outstanding scheduled payments for cancelled items will also be stopped.

There are no cancellation or administration fees.

If your order has already been dispatched or cannot be stopped in time, you can arrange a return under our 30-day returns policy.

Valid cancellation notices take effect when submitted and do not depend on when our team reviews them.

30-day returns

We offer 30-day change-of-mind returns, including on sale items.

You have 30 days from receiving your order to request a return. For orders delivered in multiple shipments, this period begins when the last item arrives. If the deadline falls on a weekend or UK bank holiday, it extends to the next working day.

Once you've notified us, please return your items within 14 days, unless otherwise agreed.

For change-of-mind returns, customers are responsible for arranging and paying return postage.

Items returned in their original condition, without handling beyond reasonable inspection, qualify for a full refund of the item price.

Product condition and factory seals

To receive a full refund, items should be returned unopened, unused and in their original condition, including all factory seals, packaging, accessories and documentation.

As collectibles, the condition of both the product and its original retail packaging contributes to its value.

Opening or removing factory seals, excessive handling, missing accessories or damage to the original packaging may result in a refund deduction.

Deductions are assessed individually, based on any reduction in the item's value. Reasonable inspection does not result in a deduction.

These conditions apply to change-of-mind returns and do not affect your rights regarding faulty or incorrectly supplied products.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incomplete or incorrect, please follow the return instructions at the top of this page and complete our Order Issue Form

Please include:

• Your order number and a description of the issue.

• Clear photographs of the affected item, where possible.

• Photographs of the retail packaging and shipping box, where relevant.

We recommend reporting visible delivery damage within 48 hours to assist with investigations. You can still report issues after this period.

We may request additional information or inspect the product before resolving your claim.

For eligible claims, we will arrange and cover reasonable return postage costs.

Qualifying faulty goods can generally be rejected for a refund within 30 days of delivery. After this period, repair, replacement or other remedies may be available in accordance with your statutory rights.

Cosmetic variations

Unless otherwise stated, our products are supplied new in their original manufacturer packaging.

Mass-produced collectibles may have minor variations in paint application, colour, moulding, alignment or finish.

Minor cosmetic imperfections and manufacturing variations are not automatically considered defects and do not qualify for a faulty-product refund or replacement where the product meets the quality reasonably expected of it.

Cosmetic concerns are assessed individually, taking into account the product's description, condition and overall quality.

Delivery issues

If your parcel is lost, delivered incorrectly or sent to an incorrect address, please submit a request through our Order Issue Form

Delivery disputes are reviewed using the available tracking, GPS and delivery evidence.

For more information about delivery addresses, missing parcels and delivery responsibilities, please see our Shipping Policy

Return postage and packaging

All returns are managed through our self-service returns process to ensure they are tracked and handled efficiently.

For change-of-mind returns, customers are responsible for the return postage cost.

Once your return request has been reviewed, we will provide return instructions and arrange a tracked return label. The applicable postage cost will be invoiced to you before the label is issued.

For eligible faulty, damaged or incorrect items, we will provide a return label at no cost to you.

Please wait for our return instructions before sending any items back, so we can identify and process your return efficiently.

All returned items should be securely packaged in a sturdy outer box with adequate protective materials. Do not attach shipping labels or tape directly to the manufacturer's retail packaging.

Please retain proof of postage until your return has been completed.

Damage caused by inadequate return packaging may result in a refund deduction where legally permitted.

Your statutory return rights remain unaffected.

Refunds and exchanges

Refunds are issued to your original payment method unless otherwise agreed.

Refunds are processed without undue delay and within the following timeframes:

• Before-dispatch cancellations: Within 14 calendar days of receiving your cancellation notice.

• Change-of-mind returns: Within 14 calendar days of receiving the returned goods or evidence of their return, whichever is earlier.

• Faulty-product refunds: Within 14 calendar days of agreeing that a refund is due.

Where we arrange collection for a change-of-mind cancellation, the applicable refund period begins when we receive your cancellation notice.

For whole-order change-of-mind cancellations, standard outbound delivery charges are refunded. Additional charges for premium or express delivery upgrades are non-refundable.

Delivery refunds for partial returns depend on the remaining order and applicable requirements.

Your payment provider may take additional time to display the refund after it has been issued.

For change-of-mind exchanges, please return your original item and place a new order, subject to availability. Fault-related replacements are handled through our claims process.

We do not charge administration or restocking fees.

Contact

For the quickest assistance, please use our Product & Delivery Claims or General Enquiries form pages.

Spirit Kingdom Ltd, trading as Spirit Kingdom Collectibles

71-75 Shelton Street,
London,
WC2H 9JQ

support@spiritkingdom.co.uk