We want you to enjoy your purchases but if you do not, you can return any item bought online within 15 days of receipt as long as it is unused, unopened and in its original packaging.
We are happy to exchange the item for a replacement or to make a refund via the same method (PayPal or credit/debit card) when your purchase was made. We are unable to refund postage but we will send any exchanges free of postage costs.
How do I return my parcel?
You can send your items by post, please include your original delivery note so we can refund the item. We would also appreciate a note saying why you are returning the items, as we appreciate all feedback. Please let us know whether you are returning the item for a replacement or a refund. If you no longer have your delivery note, please include a note giving your name, email address and daytime telephone number and whether you want a refund or exchange for another product.
Make sure your items are securely wrapped, it is your responsibility to ensure returned items are resaleable, send your return to:
Collectables Head Office
Unit A & B Patterson St
Blaydon Ind Est
Tyne and Wear
You must pay the return postal cost, we recommend using a "signed for" service to guarantee proof of delivery back into our warehouse. We will not refund any items lost in the post or not delivered in to us.
What if my parcel/item is damaged?
We make every effort to ensure that your item is packaged well and arrives with you in pristine condition. Nothing leaves our warehouse if it not in 100% condition. If an item is damaged in transit, we will ask for photographic proof of the item to be emailed to firstname.lastname@example.org. Once we see the damage and assess the picture, we will send out a replacement, if the item is then out of stock, a replacement of the same value and type will be issued (we will ask you for preferences) or a full refund processed including postage costs.
In some cases we may require the item to be returned to us for testing/reporting, if this is the case we will fully refund you once we receive the item/s, including postage costs.
What if the item is faulty?
If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for an exchange or refund. Make sure you let us know about the fault in advance of sending the items back, we may be able to help before you return it. We will refund any postage paid on a faulty item.
If a fault develops outside of the 30 day return period, or you are unable to return the item, contact us on 0191 499 1589 (Monday - Friday 9am to 5pm) or by email at email@example.com before you return the item so we can discuss the fault with you. Please take extra care to read any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product instructions have not been followed and the damage caused to the product is clearly due to misuse.
I have received the wrong order what should I do?
Please accept our apologies and contact us by email: firstname.lastname@example.org or phone us on 0191 499 1589 (Monday - Friday 9am to 5pm) Please send all returns to the address shown above. We'll refund the cost of sending the order back to us, you'll receive this refund when the order arrives with us (please allow a couple of days for processing it and booking stock back in). We strongly recommend that you obtain proof of postage for any returned item. Once we receive the incorrect order back, we'll then dispatch the correct order to you.
Can I return an item I received as a gift?
An item that was originally bought from Collectables and received as a gift can be returned for an exchange, although we will need the order number or email address from the initial order. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit/debit card or PayPal address on which the gift was purchased.
How long will it take to deal with my return?
Once your parcel has been received by our team, it will take us up to 5 days to fulfill your request. You will receive email confirmation once we process your return.
Please remember that it can take three to four working days after we have processed a refund payment for it to appear on your credit card statement.
In Store Purchases
If you have purchased from one of our stores and wish to return an item, then please take the product back to the store, where a member of staff will be happy to assist you.
Due to the bespoke nature of the products, we are unable to accept returns or offer refunds for personalised gifts that are unsuitable due to customer error (i.e. incorrect spelling). Please take extra care when entering personalisation details and double check your order before submission. Once a personalised gift order has been processed we will be unable to make any changes to the personalisation, or to cancel/refund the order.