Customer Help
Quick answers to some common questions
Orders and Shipping
Frequent purchase queries answered
Spend €75 or more and get free tracked shipping within the Republic of Ireland. Woohoo!
We’re sorry we can’t offer free shipping to our international friends, but don’t worry – you can still save on shipping costs by using our “Stack My Order” feature. It lets you combine multiple orders into one shipment, so you can reduce those pesky shipping fees.
We ship fast using UPS!
Average Delivery Times:
- Ireland: 1-2 working days (speedy!)
- UK: 3-4 working days
- Europe: 4-5 working days
- Rest of World: 4-5 working days
- You’ll get a tracking number by email once our warehouse dispatches yor package.
- Delivery times can be impacted by bank holidays, rubbish weather, strikes, natural disasters, and other such shenanigans like slow processing by customs.
If you’re in Dublin and need your order pronto, our Same Day Shipping is the way to go! Place your order by 10am, and our pals at Xpect Same Day Delivery will have it to you by 9pm Monday to Friday, or 6pm on weekends. It’s like magic, but real!
Absolutely! You’ve got two options:
1. Click & Collect: Select this at checkout, choose your pickup day, and your prepaid order will be waiting for you at the U Store It office reception. Your order can be collected on the same day if it’s received before 10am. Easy peasy!
2. Showroom Appointment: Make an appointment to swing by our showroom and pay for your item in person. Just give us a heads up 24 hours in advance.
Creating an account is a piece of cake! Just choose the account creation option during checkout, fill in a few details, and boom – you’re in! With an account, you can track orders, manage your wish list, and breeze through future purchases. Don’t want an account? No worries, you can still shop as a guest.
Need to switch things up? No problem! Just shoot us an email or WhatsApp message before your order ships, and we’ll get that address changed for you. Once your order is on its way, the address can’t be altered. Pro tip: double-check your shipping address before hitting that “order” button!
Once your order is shipped, you’ll get a tracking link via email. Click it to see where your package is on its exciting journey to you! You’ll also get email updates from our friends at UPS. For pre-orders, we’ll keep you posted on the release date and estimated arrival time. Keep an eye on your inbox for all the juicy details.
We take your security seriously. If you choose to save your payment details during checkout, they’ll be kept safe and sound with Stripe, our trusty payment processor. We never have access to your full credit card info. For back orders and pre-orders, Stripe will ask for your payment details when you place your order. Rest assured, your data is in good hands!
This depends on where you’re shipping to. For our customers in Ireland and the EU, we’re registered for VAT, so you’ll be charged tax based on your location. Pre-owned items are subject to Margin VAT. If you’re outside Ireland and the EU, we don’t collect sales tax or VAT, but your country might charge customs duties and taxes when your package arrives. Make sure to check your local customs regulations!
We sure do! We ship to most places around the globe, with just a few exceptions. When you’re checking out, you’ll see a list of countries we deliver to. Shipping costs are based on the weight of your order and your location. If you don’t see your country listed, give us a shout, and we’ll whip up a personalized shipping quote for you.
Let’s talk about import duties, taxes, and brokerage fees for a sec. These aren’t included in the product price or shipping cost, and they’re determined by your local customs office.
If you’re one of our awesome customers in Ireland or an EU country, you’re all set! No extra fees to worry about, as you’ll be charged VAT at checkout.
But if you’re in a non-EU country like Australia, UK, America, Canada, or others, heads up that you might have to pay some additional charges when your package arrives. These fees are the responsibility of the recipient, and they’re separate from the transportation cost we cover. Also, keep in mind that for non-EU countries, VAT won’t be applied on our end, so the price you see at checkout will be exclusive of tax. You may have to sort out any tax-related stuff with your own government upon import.
99% of the time, your items will be bundled together in one package to save on shipping costs for both of us. In the rare case that your items need to be shipped separately, we’ll let you know and send you tracking info for each package. If you have any questions, our customer support team is always happy to help!
You bet! With Stack My Order, you can:
Hold in-stock items for up to 30 days and combine them with your other orders
Make multiple pre-orders with similar arrival dates and stack ’em up
Ship any combo of items and orders together
Combine orders to reach that sweet €75 mark and score free shipping (for customers in the Republic of Ireland)
Just keep in mind that after 30 days, we’ll need to ship your in-stock items. You can always add more to your order to work towards free shipping. Pre-orders from different release quarters can’t be stacked together. And a few items, like laser-cut decorations and Abomination Props, are excluded.
If your stacked order is under €75 when the 30-day limit is up, we’ll send you a link to pay for shipping. Orders over €75 will ship automatically. If you don’t pay the shipping fee on time for an under €75 order, we’ll need to cancel it and refund you, minus a small €2.50 cancellation fee.
To use Stack My Order, just select it as your shipping option at checkout. Easy!
Read the full Stack My Order policy here.
In Stock, Back Orders & More Explained
What does it all mean? Let's break it down!
Don’t worry, we’ve got your back! If you’re eyeing something that’s sold out, here are your options:
Give us a shout:
Drop our customer support team an email or WhatsApp message. We’ll check with our suppliers to see if more stock is on the way and let you know when you can expect it.
Get notified:
On the product page of the sold-out item, look for the “Notify Me When Back In Stock” button. Click it, enter your email, and voila! You’ll be the first to know when it’s back in stock.
Back orders:
For some out-of-stock items that we can order from our suppliers, you can place a back order directly on our site. We won’t charge you until we’ve confirmed the arrival date and availability with our suppliers (their stock levels can be a bit unpredictable!). Once we’ve got the green light, we’ll process your payment and give you an estimated delivery timeline.
Remember, our customer support team is always here to help you navigate the world of sold-out items. Don’t be shy, reach out!
We use a bunch of different stock statuses to keep you in the loop:
In Stock: These babies are ready to ship or can be snagged directly from our showroom.
Pre-Orders: Items that haven’t been released yet or are awaiting a grand re-release from the manufacturer. Look for the “Pre-Order” badge and “Available at a future date” line. Keep in mind that pre-order arrival dates are estimates and can change without notice.
Back-Orders: Items showing as in stock with our supplier, which we can order and include in our next stock delivery. Arrival times are usually a month or less. Since stock levels can fluctuate daily, we won’t take payment until we’ve confirmed the item is ready to ship with our next order.
Special Orders: Items that require full or partial payment upfront due to their hefty price tag. Arrival dates may vary based on supplier stock levels and manufacturer re-order times.
Pre-Owned Items: Identified by a snazzy badge on the top left corner of the product page. Conditions may vary and will be described in the product description.
Not Mint Discounts: Applied to brand spanking new items that arrive with unexpected box damage. Perfect for out-of-box collectors looking to score a discount on a new arrival.
If you’ve got questions about the stock status of an item or need help placing an order, our customer support team is always ready to swoop in and save the day!
Pre-Orders - How They Work
All about those exciting future releases!
Easy peasy! Just add the item to your cart from our Pre-Order section and check out. We’ll ship it to you as soon as it arrives, ensuring it’s super case fresh! The only way to guarantee you get your hands on a pre-order item is to reserve it in advance, and normally, payment is required upfront. In some cases, payment will only be requested upon release.
To keep things running smoothly, we only offer pre-orders to customers based in Ireland, UK, EU, and Australia. This is due to a high number of cancellations from international buyers, which can really put a damper on our business. If you place a pre-order from outside these locations, we’ll have to cancel and refund your order. Sorry about that!
Right now, our system only allows you to add one type of pre-order to your cart at a time. This is because the system can’t calculate shipping costs for different pre-orders with potentially different release dates.
If you want to combine a pre-order with an in-stock item, just drop us a message and we’ll create a custom order for you. This way, you won’t have to pay separate shipping costs. This option is available for pre-order items arriving within 1 month of each other.
Alternatively, hit “stack my order” at checkout and we’ll message you to confirm your order mix & shipping dates. Easy!
Some items have a super high cancellation rate from the manufacturer (we’re looking at you, Mattel!). For these items, we only take payment when our supplier confirms the item has arrived in stock and is ready to ship to us.
For normal pre-order items, payment is due upfront. We’ll update you as soon as we get the notification that the item is on its way to us from our supplier. Without payment, all (normal pre-order) items stay available for other customers to order on our website, and we may not have enough stock for general sale after the release.
In a perfect world, they would be! But alas, some companies like McFarlane Toys are amazing at sticking to their estimated arrival dates, while others *cough* Super7 *cough* can be shockingly bad at keeping to their arrival times.
To help set your expectations, we use estimated arrival timeframes:
- Quarter 1: January to March arrival
- Quarter 2: April to June arrival
- Quarter 3: July to September arrival
- Quarter 4: October to December arrival
- 2025: Will not arrive in time for Christmas 2024
When we get confirmation of shipment from our supplier, you’ll receive an email update, and the product information will change to a more accurate arrival date. Keep in mind that dates can and often do change, which is unfortunately outside of all retailers’ control.
Returns and Exchanges
Need to swap or return an item? We've got you covered!
We want you to be happy with your purchase, so if you change your mind or receive an unsuitable gift, no worries! We accept returns within 28 days of delivery. Just keep in mind:
Items must be unused and in their original sealed packaging.
We don’t cover return shipping costs for change-of-mind or gift returns, but we can send you discounted shipping labels. You can pay for these labels upfront or have the cost deducted from your refund.
If your item arrives damaged or faulty, let us know ASAP for an exchange or refund. In these cases, we may cover the return shipping costs, depending on the situation.
To start a return, simply:
- Fill out our return request form or use the Messenger icon on the side of the page within 28 days of delivery.
- Provide your pickup address, contact number, email, preferred pickup time, and reason for the return.
- We’ll email you a return shipping label.
If you have any questions about our returns policy, just give our customer support team a shout!
You can read our full returns policy here.
To qualify for a refund or exchange, your item must be:
- Unused, in original packaging, and in the same condition as received
- Returned with a receipt or proof of purchase
We don’t accept returns for:
- Perishable goods, gift cards, Mystery Bags & Boxes, 3D printed/customized items, and digital products
- Books with obvious signs of use or opened collectibles and media
- Items not in original condition or returned more than 28 days after delivery
If your return is approved, we’ll process your refund via the original payment method. Exchanges are subject to stock availability.
For gift returns:
- Items marked as gifts and shipped to you directly are eligible for a gift credit
- If the item wasn’t marked as a gift or was shipped to the gift giver, they’ll receive the refund
Need help with a return or exchange? Our customer support team is always ready to assist!
Oops, our bad! We’re sorry for any inconvenience caused by receiving the wrong item. Here’s what to do:
Get in touch with us right away via email, phone, or the Messenger icon on our site.
Let us know what you received and what you actually ordered.
We’ll jump on the issue immediately to make things right.
Our goal is to resolve the problem quickly and get you the correct item as soon as possible.
We’re sorry to hear that your order arrived damaged. Here’s what to do:
- If the external box is visibly damaged upon delivery, please refuse the package and it will be returned to us.
- If the external box looks fine but the item inside is damaged, let us know right away and send us photos of the damage.
We’ll work with you to find a solution as quickly as possible, whether that’s a replacement or a refund.
Our goal is to make sure you’re satisfied with your purchase, and we’ll do our best to resolve any issues promptly.
Once we approve your return request, we’ll email you a return shipping label to make the process as smooth as possible. Here’s what to do next:
Print the return shipping label we send you. The label will be addressed to:
Uncanny Collectibles, U STORE IT – Unit E6, M50 Business Park, Ballymount Rd Upper, D12 HW6X
Securely package your return and attach the printed label to the box.
Depending on the situation, we’ll either have you drop off the package at An Post or arrange for UPS to pick it up from you.
We’ll provide clear instructions in our email to guide you through the return process.
Mistakes happen. If you’ve entered the wrong shipping address for your order, here’s what you can do:
- Contact us immediately via email or WhatsApp to let us know about the incorrect address.
- If your order hasn’t been shipped yet, we’ll be happy to update the address for you.
- In rare cases where the order has already been shipped, we may be able to contact UPS to reroute the package. However, please note that this isn’t always possible and cannot be guaranteed.
To avoid address issues:
- Always double-check your shipping address before placing your order.
- If you have an account with us, make sure your saved address is up to date.
If you have any questions or need assistance with correcting a shipping address, our customer support team is here to help. Just reach out to us as soon as possible, and we’ll do our best to accommodate your request.
Under EU law, you have the right to cancel your order within 14 days of purchase. However, there are some exceptions:
Non-Refundable Deposit Payments:
Some expensive or custom items require a non-refundable deposit at the time of ordering.
This deposit secures the item from our supplier and shows your commitment to the purchase.
If you cancel an order with a non-refundable deposit, you will forfeit the deposit amount.
For orders paid in full upfront, a percentage of the total amount (based on the minimum deposit required for a payment plan) will be non-refundable.
Payment Plans:
Payment plans are set up under the agreement that you will complete the sale, and we hold the items for you.
If you cancel a payment plan without fulfilling your end of the agreement, your deposit will cover our incurred costs.
Pre-Order & Special Order Cancellations:
In some cases, a manufacturer may be unable to fulfill all of their pre-orders and may cancel some orders.
If you have made a deposit or any payment on an item that is canceled by the manufacturer, we will refund you in full.
Alternatively, you can choose to transfer the balance of your funds to another item in our store.
This policy applies to Special Order, Back Order, and Payment Plan orders. By accepting our terms of use at the checkout, you are agreeing to accept these terms & conditions. You will need to agree to the non-refundable deposit terms before placing your order.
If you have any questions about changing or canceling an order, or if you need assistance with a pre-order or special order cancellation, please contact our customer support team. We’re here to help!
‘Tis the season for extended returns! Items purchased online between the last week of November and 23rd December can be returned until the 15th of January. Just make sure they meet the conditions outlined in the “What is your returns policy?” section above.
Payment Plans
Want to spread the cost of collecting?
Want to build your ultimate collection without breaking the bank? Our payment plans are here to help!
Spread the cost of your dream items over multiple, interest-free payments. Available to customers in Ireland, the UK, and the EU.
The payment plan option will pop up at checkout when your order total hits €79.99 or more.
Just keep in mind:
- Pre-order discounts aren’t available for payment plans.
- Your items will only ship once your final payment is received.
Be sure to read the T&Cs before committing, as deposits on payment plans are non-refundable.
When will your goodies ship on a payment plan? Once your plan is fully paid and the items are in stock, we’ll ship ’em out. If you have multiple items on one plan, they’ll all ship together after your final payment. You can also add items to your shipment to save on shipping costs.
Depending on the product, you’ll see a set plan and schedule. Click “Pay with Payment Plans” to view the options and repayment schedule. Pick the one that works for you and check out.
A: Absolutely! Just drop us an email, and we’ll sort it out for you.
Absolutely! At Uncanny Collectibles, we’re always on the lookout for brilliant collections to add to our inventory. Got action figures, horror movie statues, comics, video games, or Lego sets? We’re interested!
Here’s how it works: we typically offer up to 1/3 of the average resale market value, based on the item’s condition. It’s a fair slice of the pie for everyone involved. And if you’ve got a high-value collection, our consignment option allows you to relax while we sell your items and you pocket 50-60% of each sale!
If you’ve got 10 items or more and you’re happy with our prices, snap some pics and send them our way via WhatsApp, Instagram, Email, or Facebook Messenger. Let us know your ideal price and location, and we’ll handle the rest!
Ready to turn your collectibles into cash? Let’s get cracking!
(Note: We’re currently only accepting collections from customers within the Republic of Ireland & Northern Ireland.)
Read more about this here.