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. Once an order has been processed, we may not be able to make changes.

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 will be restocked. Your order will be fulfilled as soon as new stock arrives.

When will my pre-order or back order ship?

Estimated shipping dates are provided on product pages. 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 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 longer waiting times
No partial shipments will be sent under this option

Option 2 – Ship As Available (When Applicable)

Each time an item in your order becomes available, we'll send you an automated email
You can choose to either ship that item immediately or hold it for later
This gives you full control over when each item is dispatched
You only pay shipping once – one additional shipment is free (maximum 2 total shipments)
You do not need to place a second order — we manage everything automatically

Do I need to request split shipping?

Split shipping is not a standard checkout option. It is only available for specific pre-orders.

If split shipping is available for your pre-order, we will automatically send you an email notification each time an item arrives, asking for your shipping preference.

Will I be charged extra for multiple deliveries?

No. For eligible pre-orders with split shipping, we cover the cost of one additional shipment (maximum 2 total shipments per order).

Can I change my shipping option after ordering?

Requests to change shipping options must be made before any part of the order has shipped.

Once an item has been dispatched, shipping options cannot be changed.

Can I cancel or refund a pre-order?

Pre-orders are treated as reserved stock and are subject to the following rules:

You may request a cancellation before any item has shipped
Once any part of the order has been dispatched, the pre-order becomes non-refundable
Partial refunds are not available once split shipping has begun
This includes situations where you later decide you no longer want remaining items

What if release dates change?

Release dates are provided by manufacturers and are estimates only.

Delays do not constitute grounds for cancellation or refund unless required by UK consumer law.

What happens if I move address?

It is your responsibility to notify us before dispatch of any address changes.

We cannot be held responsible for parcels sent to incorrect or outdated addresses.

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

Yes, but:

In-stock items will follow the same shipping option as pre-orders
If shipped early, that shipment counts as the first dispatch of the order

Why do you have this policy?

This system allows us to:

Secure limited stock for customers
Avoid repeated shipping charges
Keep prices competitive
Ensure fair allocation of high-demand items

Shipping & Delivery

Where do you ship?

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

How long does delivery take?

Standard UK delivery typically takes 3-5 business days. You'll receive tracking information once your order ships.

What are the shipping costs?

Shipping costs are calculated at checkout based on your location and order size.

Can I track my order?

Yes! You'll receive a tracking number via email once your order has been dispatched.

Returns & Refunds

What is your return policy?

We accept returns within 7 days of delivery for items in their original, unopened condition. Please contact us to initiate a return.

How do I return an item?

Contact our customer service team with your order number, and we'll provide return instructions and a return authorization.

When will I receive my refund?

Refunds are processed within 5-7 business days after we receive and inspect your return.

Are pre-orders refundable?

Pre-order refund policies may vary by product. Please review the product description or contact us for specific details.

Payment

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, and other secure payment methods available at checkout.

Is my payment information secure?

Yes, all transactions are processed through secure, encrypted payment gateways to protect your information.

When will I be charged?

Your payment method will be charged when you complete your order, including for pre-orders.

Account & Support

Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track orders and save your preferences.

How do I contact customer service?

You can reach us through our contact page or email us directly. We aim to respond to all inquiries within 24 hours.

Are the collectibles authentic?

Yes, all our products are sourced from official distributors and manufacturers. We guarantee authenticity for all items sold.

Pre-Order Agreement

By placing a pre-order with KTM Collectibles, you confirm that you have read and agreed to the above terms regarding pre-orders, shipping, cancellations, and refunds.