FAQ's - Frequently Asked Questions

Ordering & Products

How do I place an order?

Simply browse our collection, add items to your cart, and proceed to checkout. You'll receive an order confirmation email once your purchase is complete.

Can I modify or cancel my order?

Please contact us as soon as possible if you need to modify or cancel your order. If your order has already been processed or dispatched, changes may not be possible, but this does not affect any rights you have under UK consumer law.

Do you offer gift wrapping?

Please contact us for gift wrapping options and we'll be happy to assist you.

Pre-Orders & Back Orders

What is a pre-order?

Pre-orders allow you to reserve upcoming collectibles before they're officially released. You'll be charged at the time of ordering, and items will ship when they become available.

What does 'On Back Order' mean?

Items marked as 'On Back Order' are temporarily out of stock but expected to be restocked. Your order will be fulfilled as soon as the relevant stock becomes available.

When will my pre-order or back order ship?

Estimated shipping dates are provided on product pages where available. We'll notify you via email when your item is ready to ship.

How does shipping work if my order contains multiple pre-order items?

Because some pre-orders can span several months, we may offer two shipping options for eligible pre-orders:

Option 1 – Ship Everything Together (Standard)

Your entire order will be shipped once all items are available.
This may result in a longer wait.
No partial shipments will be sent under this option.

Option 2 – Ship As Available (When Applicable)

When an item becomes available, we may email you with available shipping options.
You can choose to ship an available item or hold it for a later shipment.
Where this option is offered, one additional shipment is included, for a maximum of two shipments in total.

Do I need to request split shipping?

Split shipping is not a standard checkout option and is only available for specific pre-orders. If it is available for your order, we'll contact you with the options.

Will I be charged extra for multiple deliveries?

For eligible pre-orders where we offer split shipping, one additional shipment is included, for a maximum of two shipments in total.

Can I change my shipping option after ordering?

Please contact us before any part of the order has shipped. Once an item has been dispatched, we may not be able to change the shipping arrangement for that shipment.

Can I cancel or refund a pre-order?

Please contact us as soon as possible if you wish to cancel a pre-order. Pre-orders reserve stock specifically for customer orders, but our pre-order arrangements do not remove any cancellation, return, refund or faulty-goods rights that apply under UK consumer law. Where a legal exception to cancellation rights applies, we will make this clear where required.

What if release dates change?

Release dates are supplied by manufacturers and distributors and can change. If a delay materially affects your order, contact us and we'll explain the options available to you, including any rights you have under UK consumer law.

What happens if I move address?

Please notify us of any address change before dispatch. We cannot guarantee that an address can be changed once a parcel has entered the shipping process.

Can I combine pre-orders with in-stock items?

Yes. Unless a split-shipping option is offered, in-stock items in the same order will normally ship when the full order is ready.

Shipping & Delivery

Where do you ship?

We primarily ship within the UK. Please contact us for international shipping enquiries.

How long does delivery take?

Standard UK delivery typically takes 3-5 business days after dispatch. You'll receive tracking information where tracking is available for the service used.

What are the shipping costs?

Shipping costs are calculated at checkout based on your location, order and available delivery service.

Can I track my order?

In your KTM Customer Hub, choose Orders & Tracking, find your order and select Track Order. Select Track Shipment to open the parcel link with its reference already included. Tracking appears when tracking details are added to your order. If your order has multiple parcels, check each shipment separately.

My tracking has no updates. What should I do?

A shipping label can be created before the carrier receives the parcel. Check the carrier link from your order for the latest available information. If you need help, contact us with your order number and explain what the tracking page shows.

Only part of my order has arrived. What should I check?

Check the shipments and remaining items in Orders & Tracking. Separate parcels can have separate references, and preorder items may still be awaiting dispatch. If an item is missing from a parcel that should contain it, contact us with your order number and the item name.

My parcel says delivered, but I cannot find it.

Check any delivery photo or safe-place information shown by the carrier, and whether someone at your address accepted it. If you still cannot locate it, contact us with your order number and the delivery status shown. Please avoid posting your address or parcel reference publicly.

An item arrived damaged or incorrect. How do I get help?

Contact us with your order number, the affected item and a short description. If possible, keep the packaging and provide photos privately so we can investigate. Please do not return anything until we have provided the correct return instructions.

Returns & Refunds

What is your return policy?

For most goods bought online, you can tell us that you wish to cancel within 14 days of receiving your order. You then normally have a further 14 days to return the goods after telling us. Some legal exceptions apply. Your separate rights for faulty, damaged or misdescribed goods are not affected. Please contact us before returning anything so we can provide the correct return instructions.

Can I open an item to inspect it?

For goods covered by the online cancellation right, customers may normally handle an item in the way they reasonably could in a shop. A deduction may be possible if handling goes beyond what is necessary and reduces the item's value. Certain goods have specific legal exceptions, so please contact us if you are unsure.

How do I return an item?

Contact our customer service team with your order number and we'll provide the correct return instructions. Please do not send returns to an address unless we have confirmed it for your return.

When will I receive my refund?

For a valid online cancellation, refunds will be made in accordance with the applicable UK consumer rules. Where goods are being returned, we may wait until we receive them back or receive evidence that they have been sent back, as permitted by law.

Are pre-orders refundable?

Pre-orders may have product-specific arrangements, but these do not override any statutory cancellation, return, refund or faulty-goods rights that apply to your purchase.

Payment

What payment methods do you accept?

We accept the secure payment methods shown at checkout.

Is my payment information secure?

Payments are processed through the secure payment methods and providers presented during Shopify checkout.

When will I be charged?

Your payment method will normally be charged when you complete your order, including for pre-orders, unless checkout clearly states otherwise.

Account & Support

Do I need an account to place an order?

No, you can check out as a guest where guest checkout is available. An account can make it easier to view order information and manage your details.

How do I contact customer service?

You can reach us through our contact page or email hello@ktmcollectibles.co.uk. We aim to respond to enquiries within 24 hours during normal business periods.

Are the collectibles authentic?

Authenticity is extremely important to us. We source sealed products through official distributors and manufacturers wherever applicable, and we take care to accurately describe the singles, graded cards and other collectibles we sell.

Important: This FAQ is intended to explain how we handle common questions in plain language. Nothing in it limits your statutory rights under UK consumer law.