Refund & Returns Policy

Amending or Cancelling an Order
If you need to amend your order, please contact us as soon as possible via our contact form or email.

You may cancel your order for a full refund if it has not yet been shipped. A 10% administrative fee will be applied to cover payment processing and handling costs.

Terminology of a Collectible: A collectible is an item that people collect as a hobby, for display, or as an investment due to its rarity, age, or unique value.

Damaged or Faulty Collectibles/Items
If your collectables arrive damaged or faulty, you must notify us within 3 days of delivery.
Once reviewed, we will offer an appropriate resolution, which may include a replacement, refund, or store credit. Unfortunately, we may not be able to assist with claims reported after this timeframe.

Sealed Products Disclaimer
Please note that we are not responsible for manufacturing defects inside sealed or blind products (e.g., trading card packs).
In these cases, we recommend contacting the manufacturer directly, as they are best placed to resolve such issues.

Damaged Items Policy
We take care to ensure that all items are shipped in excellent condition. Any damage to items or packaging typically occurs during transit with the delivery provider.

If your order arrives in a damaged condition, this must be noted on the driver’s Proof of Delivery (POD) at the time of receipt, including details of the damage and the number of affected boxes.
Please note:
●    If the delivery is signed for without any comments, this may invalidate any claims for transit damage.

Reporting Damaged Items
If you have received a damaged item and have noted this on the POD, you must contact us within 24 hours of delivery.

To raise a claim, please provide:
●    Clear images of the damaged item(s)
●    Images of the outer packaging
●    The product code (if available)
Once received, we will review the claim and work towards a suitable resolution.

Packaging Damage Policy
All orders are shipped through third-party delivery networks and may pass through multiple handling points before reaching you. As a result, minor packaging wear or cosmetic damage may occur, and we do not offer refunds or replacements for slight imperfections.

We will only consider claims for significant packaging damage, such as:
●    Items that are severely crushed and cannot be restored
●    Packaging that is torn, punctured, or has visible holes

To be eligible for a packaging damage claim:
●    The outer shipping box must show clear signs of damage during transit
●    The damage must be noted on the delivery Proof of Delivery (POD) at the time of receipt
●    You must contact us within 24 hours of delivery
●    Clear photographs of the external packaging and affected items must be provided
Failure to meet these requirements may result in the claim being declined.

Important Note on Assorted Products
Please note that “incorrect items” does not include assortment variations. Products sold as assorted may vary in:
●    Series or wave
●    Character selection
●    Packaging or artwork
Images displayed on our website are for illustrative purposes only, and the item received may differ.

Refunds Policy
Refunds will be processed once all returned items have been received and inspected, return of goods are sent at the customers cost and must be sent via recorded delivery.

Items Damaged During Return Transit
Customers are responsible for ensuring that returned items are packaged securely to prevent damage during transit. If a returned item is damaged as a result of inadequate packaging or handling during the return journey, we reserve the right to reduce the refund amount or decline the refund where the item has lost value.

All refunds will be issued using the original payment method used at checkout. For card payments, refunds will be returned to the same card.

We aim to process refunds within 5 working days of receiving the returned items. Please note that depending on your payment provider, it may take additional time for the funds to appear in your account.

Contact Us
If you have any questions about this refund & returns Policy, please contact us:

Email: info@highshelfvault.co.uk
HighShelf Vault Ltd
124 City Road
London
EC1V 2NX
United Kingdom
Company Number: [17060785]
VAT NUMBER: [GB 514517606]