We totally understand that things can sometimes come up, or you're thinning out your abundant collection, and you want to return your item(s) for a refund. Here you can find the information and terms to do just that!
I've made a mistake! Can I cancel?
It is only possible to cancel if your order has not been picked up by DHL already. Do reach out to us immediately with your order number, if you need to cancel. We cannot cancel after your order has been picked up.
Help! I need to change my address!
No worries! Let us know when possible (and ensure it is before your order is dispatched). Due to the way DHL makes us book changes, your order may be delayed around 2 working days, if a change of address is needed.
How long do I have to return my item(s)?
Good question! It must be within 28 days from the date of delivery.
How do I initiate a return?
Simply reach out to us via email@example.com or the Contact Us page with your request, and we'll advise you with the rest!
Can I return used items?
The item(s) must be in original, unused condition, fit for resale. If it is one of our Limited Edition Run pieces, it must remain in its retail packing, 100% complete and unused. You must ensure the item is sufficiently packed, to avoid any potential damage in transit.
Who is responsible for any returns costs?
The buyer is responsible for return costs, in normal circumstances. The items must be tracked, and proof of dispatch is paramount.
How long will my refund take, once you have the item back?
We aim to refund the amount (minus any processing fees) within 1-3 working days, and depending on your card provider, it will be in your account within 5-7 working days.
I'm on a Limited Edition Hilt Run, and something has come up - can I cancel?
Of course! We understand that things come up, or you're thinning out your collection. That's no problem at all, as we're fair & flexible. We do offer a 14 day direct refund (cooling off) period from the date of deposit, regardless. After the 14 day period, we will need to find a buyer for your spot (or you can sell your spot, but we must be updated immediately with the new buyers details). Whatever the circumstances are, simply reach out to us with your order number, and we can help!
Please help! My item arrived damaged!
Even though it's extremely rare, this does happen from time to time; even with prestigious couriers, like DHL Express. This is dealt with differently to a return. Simply reach out to us via firstname.lastname@example.org or the Contact Us page, with clear photos of the damage and the address label, and we will send out a replacement free of charge.
I would like to return my item for an exchange - is this possible?
Of course! We can arrange that. Normal returns policy does apply, with the addition that we will have to charge shipping for the exchanged goods. Simply reach out to us via email@example.com or the Contact Us page with your request, and we'll advise you with the rest!
Any other questions, visit the Contact Us page to reach out to us! It's manned between 9AM-10PM BST, and we usually reply almost instantly!*
*in the event of a large amount of enquires, please give us 24hrs.