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.
 

Damaged or Faulty Collectables

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.
 

Incorrect Item Policy

In the unlikely event that you receive an item you did not order, please contact us within 24 hours of delivery via email.

To help us resolve the issue quickly, you must include:

• Clear images of the incorrect item received

• The product code (if available)
   

Once the error has been confirmed, we will arrange for the correct item to be sent to you where possible. We will also request that the incorrect item is returned to us, and we will cover the reasonable return cost (standard, non-premium delivery).
 

If we are unable to supply the correct item, or if the cost of replacement exceeds the value of the item, we reserve the right to issue a full refund instead.
 

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.

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 or your data, 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]