Returns & Refunds Policy

Collectables (trading name of Blaydon UK Limited)

Last updated: 23/09/2026

This policy explains your rights when cancelling an online or telephone order, our extended 30-day goodwill returns policy, and the remedies available when goods are faulty, damaged, not as described or incorrectly supplied. Nothing in this policy limits your statutory rights.

1. Your statutory right to cancel

If you are a consumer buying online or by telephone, the Consumer Contracts Regulations 2013 normally give you the right to cancel your order without giving a reason. The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the goods. If one order is delivered in separate instalments, the period normally runs from receipt of the last instalment.

To cancel, send us a clear statement by email to support@collectables.co.uk, by telephone on 0191 499 1589, or by post to the returns address in Section 4. You may use the model cancellation form at the end of this policy, but you do not have to.

After telling us that you wish to cancel, you must send the goods back within 14 days. Unless the goods are faulty, damaged, not as described or incorrectly supplied, you are responsible for the direct cost of returning them.

You may inspect goods as you reasonably could in a shop. If handling beyond that is responsible for a reduction in value, we may make a reasonable deduction from the refund.

We will refund amounts due without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or receive evidence of return, whichever occurs first.

For a valid cancellation of the whole order, we will refund the price paid and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as Express delivery, the additional delivery charge will not be refunded. If you return only part of an order, the original delivery charge will not normally be refunded.

The statutory cancellation right does not apply to certain goods, including goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed; and other goods excluded by law. These exceptions do not affect your rights where goods are faulty, damaged, not as described or incorrectly supplied.

2. Our extended 30-day returns policy

In addition to your statutory rights, we offer a 30-day goodwill returns period for eligible goods bought online. You may request a refund or exchange within 30 days of receiving the goods. You can return an eligible online order either by post (see Section 4) or in person at any Collectables store.

• Goods returned under this goodwill policy must be unused, complete, in a resaleable condition and, where possible, in the original packaging.
• You are responsible for return postage unless the goods are faulty, damaged, not as described or incorrectly supplied.
• After the statutory cancellation period has ended, the original delivery charge is not refunded under this goodwill policy unless the return results from our error or a problem with the goods.
• Where an exchange is agreed under this policy, we will send the replacement without an additional delivery charge.

Our 30-day policy is separate from, and does not replace or restrict, your statutory rights. The statutory cancellation rules in Section 1 continue to apply during the first 14 days.

Christmas gifts bought between 1 November and 24 December may be returned under our goodwill policy until 31 January following purchase. Please contact us by 31 January and provide the order number, order confirmation or receipt. All normal exclusions and condition requirements continue to apply.

See Section 3 for goods excluded from this goodwill policy, including personalised items and products marked as Final Clearance.

3. Exclusions from the goodwill policy

Unless faulty, damaged, not as described or incorrectly supplied, our extended goodwill policy does not cover personalised or bespoke goods, opened sealed goods that cannot be returned for health-protection or hygiene reasons, or any other goods identified as non-returnable before purchase. This does not remove any statutory rights.

Items specifically identified as Final Clearance are excluded from our extended 30-day goodwill returns policy. This does not affect your statutory rights.

4. How to return an item

You can return an eligible online order either by post to the address below, or in person at any Collectables store — see Section 10 for more on returning to a store.

Please include your delivery note or a note giving your order number, name, email address and whether you are requesting a refund or exchange. Package the goods securely.

For a change-of-mind return that you arrange yourself, we recommend a tracked service and that you retain proof of postage. For faulty, damaged, incorrectly supplied or misdescribed goods, contact us before returning them. We will provide an appropriate return method, arrange collection where suitable, or reimburse reasonable return postage costs.

Returns address:

Blaydon UK Limited, Units A & B, Patterson Street, Blaydon Industrial Estate, Blaydon, Gateshead, Tyne and Wear, NE21 5SD

5. Refunds

Refunds are made to the original payment method used at checkout. Once a non-statutory return is received, we aim to process it within five working days and will send an email confirmation. Your bank or payment provider may then take a further three to five working days to show the refund.

The statutory refund deadlines in Section 1 apply where you exercise your legal cancellation right.

6. Faulty, damaged or misdescribed goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. These rights are separate from our goodwill returns policy.

•  Short-term right to reject: in most cases, you may reject faulty goods within 30 days after ownership has transferred to you, normally when the goods are delivered, and receive a refund.
• Repair or replacement: after the short-term right to reject has ended, you will normally be entitled to a repair or replacement. This must be provided free of charge, within a reasonable time and without significant inconvenience.
• Final right to reject or price reduction: if a repair or replacement is impossible, is not provided within a reasonable time, causes significant inconvenience, or does not resolve the problem, you may be entitled to reject the goods or receive an appropriate price reduction.
• Faults arising within six months are generally presumed to have been present when the goods were supplied unless we can show otherwise. After six months, you may need to show that the problem was present when the goods were supplied.

To report a problem, email support@collectables.co.uk. Photographs or a short video may help us resolve the issue more quickly, but they are not an absolute condition of your legal rights. We may ask you to return the item for inspection or testing. We will provide or reimburse a reasonable return method and then provide the remedy to which you are entitled.

These rights do not cover fair wear and tear, accidental damage, misuse or failure to follow product instructions. Legal claims may remain possible for up to six years in England and Wales and five years in Scotland; these periods are not product guarantees.

7. Incorrect items

If we send the wrong item, contact us at support@collectables.co.uk or 0191 499 1589. We will arrange and pay for its return, normally by providing a prepaid label or arranging collection, and will send the correct item where available or provide a refund.

8. Gifts

A gift bought from Collectables may be exchanged under our goodwill policy if you provide the order number, receipt or email address used for the purchase. Refunds can only be made to the original payment method. We may contact the purchaser where necessary to verify the order or process the exchange.

9. Personalised or bespoke items

Personalised or made-to-order products cannot normally be cancelled or returned for a change of mind once we have accepted your order and begun processing it for personalisation. Please check all details carefully before ordering. This does not affect your rights if the item is faulty, damaged or not as described.

10. In-store purchases

There is no automatic legal right to return an item bought in store simply because you change your mind. Under our goodwill policy, eligible in-store purchases may be returned within 30 days with a receipt or other proof of purchase, provided they are unused, complete, in a resaleable condition and, where possible, in the original packaging. We may offer a refund, exchange or credit note in accordance with the terms stated at purchase. Without proof of purchase, an exchange or store credit at the current selling price may be offered at the store manager’s discretion.

Online orders can also be returned in person at any Collectables store, in line with Section 2 and Section 4 above.

This goodwill policy does not affect your statutory rights where goods are faulty, damaged, not as described or unfit for purpose. Items may be returned to any Collectables store; store details are available on our Store Finder page.

11. Contact us

Email support@collectables.co.uk or call 0191 499 1589, Monday to Friday, 9am to 5pm.