Shipping Information

Last updated: 29 July 2026

SECTION 1 — ABOUT THIS POLICY

This policy explains how orders placed with Action Figure Essentials are processed, dispatched and delivered.

It should be read together with our Terms of Service and Return and Refund Policy.

Nothing in this policy limits or excludes your statutory consumer rights.

SECTION 2 — UK ORDER PROCESSING

We aim to process in-stock orders promptly, and most orders are dispatched on the next working day.

During particularly busy periods, processing may take up to two working days.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will begin processing on the next working day.

If an unexpected stock problem or other issue prevents us from dispatching your order, we will contact you as soon as reasonably possible.

SECTION 3 — DELIVERY SERVICES

UK orders are normally sent using Royal Mail. Parcelforce or another suitable delivery provider may be used for larger, heavier or higher-value orders.

Available delivery options and charges are displayed during checkout.

The service selected may depend on:

• The size and weight of the order.

• The delivery address.

• The value of the products.

• The delivery option selected at checkout.

• Carrier restrictions or availability.

We may use a different equivalent or upgraded delivery service where reasonably necessary, provided this does not reduce the level of service purchased.

SECTION 4 — UK DELIVERY ESTIMATES

Estimated delivery times begin when an order has been dispatched, not when the order is placed.

Typical UK delivery estimates are:

• Standard delivery: approximately 2–3 working days after dispatch.

• Express delivery: approximately 1–2 working days after dispatch.

These are estimated delivery periods and are not guaranteed delivery dates unless a guaranteed service is expressly offered and selected.

Delivery may take longer during bank holidays, severe weather, industrial action, carrier disruption or unusually busy periods.

SECTION 5 — FREE UK STANDARD DELIVERY

Free UK standard delivery is available on eligible orders over £125.

The qualifying order value is calculated after discounts and promotional codes have been applied.

Free delivery applies to the least expensive eligible UK standard delivery service.

Additional charges may apply if an enhanced, expedited or alternative delivery service is selected.

Any exclusions or location-based restrictions will be displayed during checkout where applicable.

SECTION 6 — DELIVERY CHARGES

The applicable delivery charge is shown at checkout before payment is completed.

Delivery charges are calculated using factors including the destination, parcel size, weight, value and selected delivery service.

We do not add delivery charges after an order has been placed unless:

• The delivery information provided was incorrect or incomplete.

• The customer requests a different service or destination.

• A parcel needs to be sent again for a reason not caused by us.

Any additional charge will be explained before further payment is requested.

SECTION 7 — ORDER PACKAGING

Orders are packaged carefully to provide suitable protection during delivery.

Depending on the products ordered, packaging may include:

• Strong cardboard boxes or protective mailers.

• Internal padding or void fill.

• Protective bags or wrapping.

• Additional corner, edge or surface protection.

Where practical, products may be combined into one parcel to reduce unnecessary packaging. Larger orders may be divided into more than one parcel where this provides better protection or is necessary because of size, weight or carrier restrictions.

SECTION 8 — DISPATCH CONFIRMATION AND TRACKING

A dispatch confirmation will normally be sent to the email address provided with the order.

Where the selected delivery service includes tracking or delivery confirmation, the available reference will normally be included in the dispatch confirmation or order-status page.

Some lower-cost Royal Mail services may provide delivery confirmation rather than continuous point-by-point tracking.

Tracking information may not update immediately after dispatch. It can take time for a parcel to receive its first carrier scan.

SECTION 9 — DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check:

• The recipient’s full name.

• House number or property name.

• Street name.

• Town or city.

• Postcode.

• Country.

• Any relevant apartment, unit or access information.

If you notice an error, contact us immediately at sales@actionfigureessentials.co.uk.

We will try to correct the address before dispatch, but changes cannot be guaranteed once processing has begun.

For security and fraud-prevention reasons, we may be unable to redirect an order to a substantially different address after payment has been completed. In those circumstances, cancellation and a new order may be required.

SECTION 10 — INCORRECT OR INCOMPLETE ADDRESSES

If a parcel cannot be delivered because the address supplied was incorrect or incomplete, it may be returned to us.

Once the parcel has been received back, we will contact you to discuss the available options.

Where the problem was not caused by us, we may require payment of the reasonable cost of sending the order again.

If you choose a refund instead, reasonable delivery or return costs actually incurred may be deducted where legally permitted.

This does not apply where the addressing error was caused by us or a delivery provider acting on our behalf.

SECTION 11 — SAFE PLACES, NEIGHBOURS AND DELIVERY INSTRUCTIONS

Any request to leave a parcel in a safe place, with a neighbour or according to other delivery instructions is subject to the carrier’s terms and operational decisions.

Please choose a delivery location that is suitable for the value and nature of the order.

If you instruct the carrier directly to redirect a parcel, leave it in a nominated location or deliver it to another person, this may affect how a subsequent delivery claim is investigated.

Nothing in this section removes any responsibility that cannot legally be excluded.

SECTION 12 — MISSED AND UNCOLLECTED DELIVERIES

If no one is available to receive a parcel, the delivery provider may:

• Attempt delivery again.

• Leave the parcel in an authorised safe place.

• Deliver it to a nominated neighbour.

• Take it to a local collection point or delivery office.

• Return it to us if it is not collected or redelivery is not arranged.

Please follow the carrier’s instructions promptly.

If a parcel is returned because delivery was refused or it was not collected, we may require payment of the reasonable cost of sending it again.

If a refund is requested, reasonable delivery and return costs actually incurred may be deducted where legally permitted.

SECTION 13 — DELAYED UK PARCELS

Delivery estimates are not guarantees, and occasional carrier delays can occur.

If your order has not arrived within the estimated period, please:

• Check the tracking or delivery-confirmation information, where available.

• Check whether a delivery attempt was made.

• Check with other members of the household.

• Check any nominated safe place.

• Check with immediate neighbours where appropriate.

If the parcel still cannot be located, contact us at sales@actionfigureessentials.co.uk with your order number.

We will review the delivery information and, where appropriate, contact the delivery provider or open an investigation.

Carrier investigations may take time, but we will keep you informed and work towards an appropriate resolution. Your statutory rights concerning late or failed delivery are not affected.

SECTION 14 — PARCELS MARKED AS DELIVERED BUT NOT RECEIVED

If tracking or delivery confirmation shows that a parcel has been delivered but you cannot locate it, contact us as soon as reasonably possible.

Please also check:

• The delivery photograph, where available.

• The address shown in the order confirmation.

• Safe places around the property.

• Other household members.

• Immediate neighbours.

We may ask the delivery provider to review GPS information, delivery photographs or other available evidence.

Each case will be considered using the available information. We will not treat a carrier’s delivery scan as conclusive if credible evidence indicates that the parcel may have been delivered incorrectly.

SECTION 15 — LOST PARCELS

A parcel is not necessarily lost simply because it has been delayed.

Delivery providers apply their own investigation periods before confirming that a parcel is missing or lost. We may need to allow the appropriate carrier investigation to take place.

If a parcel is confirmed as lost, or the available evidence reasonably indicates that it will not be delivered, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a replacement where stock is available or a refund.

SECTION 16 — PARCELS DAMAGED DURING DELIVERY

We package orders carefully, but if a parcel arrives with significant external damage, please photograph it before opening where reasonably possible.

Please retain:

• The external delivery box or mailing package.

• Internal packaging and protective materials.

• The shipping label.

• Manufacturer packaging.

• The product and all accessories.

Contact us promptly at sales@actionfigureessentials.co.uk and include your order number and clear photographs.

The delivery provider may require evidence or inspection, so please do not dispose of the packaging until we confirm that it is no longer needed.

Prompt notification helps us investigate delivery damage, but it does not replace or restrict your statutory rights.

SECTION 17 — DELIVERY RESPONSIBILITY

Responsibility for accidental loss or damage normally passes to you when the order is delivered to you or to a person you have nominated to receive it.

If you independently arrange for a carrier that we did not offer, responsibility may pass when the goods are handed to that carrier, as provided by applicable law.

Nothing in this policy excludes responsibility that remains with us under consumer law.

SECTION 18 — INTERNATIONAL DELIVERY

International delivery availability, services and charges are shown at checkout.

International delivery times vary depending on the destination, carrier service and customs processing.

Any estimated international delivery time is not a guaranteed delivery date unless expressly stated.

Customers are responsible for checking whether products can lawfully be imported into and used within the destination country.

We may cancel and refund an order if we are unable to send a particular product to the selected destination.

SECTION 19 — INTERNATIONAL CUSTOMS, TAXES AND DUTIES

International orders may be subject to import VAT, customs duties, tariffs, clearance fees or carrier handling charges.

Unless checkout expressly states that these charges have been collected in advance, they are the responsibility of the recipient and are not included in the amount paid to Action Figure Essentials.

We cannot reliably estimate charges imposed by another country. Customers should contact their local customs authority or delivery provider for further information before ordering.

Customs authorities may inspect or delay a parcel. These procedures are outside our direct control, although we will provide reasonable assistance where possible.

SECTION 20 — REFUSED INTERNATIONAL CHARGES

If an international recipient refuses to pay applicable import charges, the parcel may be returned to us.

A refund will not normally be processed until the returned parcel has been received and checked.

Reasonable original delivery costs, return costs, customs charges or carrier fees actually incurred may be deducted from the refund where legally permitted.

If the parcel is abandoned, destroyed or not returned by the carrier because import charges were refused, we will assess the circumstances and applicable consumer law before determining the available resolution.

SECTION 21 — INTERNATIONAL RETURNS

International customers should contact us before returning a product so that we can provide suitable instructions.

Where applicable, customs documentation should identify the parcel accurately as returned goods. Incorrect or incomplete customs documentation may result in avoidable charges or delays.

We are not responsible for customs charges caused by an incorrectly completed return declaration where this was outside our control.

Full return and cancellation terms are provided in our Return and Refund Policy.

SECTION 22 — CANCELLATIONS AND DELIVERY REFUNDS

If you cancel an eligible online purchase under your statutory cancellation rights, the refund will normally include the cost of our least expensive standard delivery option.

If you selected an enhanced, expedited or more expensive delivery service, the additional amount above our standard delivery cost is not necessarily refundable.

Where only part of an order is returned, the original delivery charge may not be refundable if the delivery service was still fully provided for the retained products.

Please refer to our Return and Refund Policy for complete information.

SECTION 23 — EVENTS OUTSIDE OUR CONTROL

Delivery may be affected by circumstances genuinely outside our reasonable control, including:

• Severe weather.

• Transport disruption.

• Industrial action.

• Customs delays.

• Natural disasters.

• Network or system failures.

• Government restrictions.

Where such an event materially affects your order, we will take reasonable steps to minimise the disruption and explain the available options.

Nothing in this section removes your statutory rights concerning late or failed delivery.

SECTION 24 — CONTACT US

If you have a question about dispatch or delivery, contact:

Action Figure Essentials

Email: sales@actionfigureessentials.co.uk

Please include your order number whenever possible.