Weekly released and new items from the manufacturers are available to Pre order. These items are displayed with a £0.00 (zero) price tag and have the estimated release price and expected release time marked in the description of the item.
Customers will be notified via email when the order becomes available with the full price of the item, on a direct exchange of currency at the time or arrival into the UK, and any relevant postal charges will be included. This will be means of an email invoice with a secure link to our Sage Pay Portal.
General release pre-orders are free at Heilan Toys N’ Collectables with no upfront deposit. We see a pre-order as a commit to purchase when the model becomes available. In the order email there will be 7 days to communicate with us if customers wish to cancel. Heilan Toys N’ Collectables reserve the right to cancel all customers future customer pre-orders if we are not notified within the seven day or fail to acknowledge the final invoice.
We would appreciate anyone wishing to cancel a pre-order for a model give us as much notice as possible.
Pre-Orders on Our Commissions
For our own commission, HTNC range, we do require a deposit to secure your order and to ensure you don’t miss out. these are either £25, £35 or £50
Deposits are non-refundable and non-transferable.
Please be aware that models may take a week or longer to get to us after the relevant manufacturer has released the orders. Now the UK is no longer in the EU, we do get unexpected delays on incoming shipments.
Payment Information:
Payment methods accepted are:
Bank transfers & credit/debit cards. Cash or card payment on collection
Bank details are found on website order conformation emails and on the email invoices we issue.
Credit & Debit card
Accepted through Sage Pay and Klarna
Spread payment costs via Klarna
Shipping
All models will be sent by our designated Courier, delivery is usually next day once dispatched. Currently Parcelforce for all UK order except for Northern Ireland.
Northern Ireland orders will either be shipped with Royal Mail or DHL
All models being sent to Europe will be sent via DHL
All shipments are insured and trackable. All items shipped by Heilan Toys N’ Collectables are packed to the highest standards using high quality packing materials and custom sized packing boxes.
Shipping charges are shown at checkout.
Please note, as the UK has now left the EU, customs charges may be applicable on delivery of goods to other countries.
Heilan Toys N’ Collectables will not be responsible for any fees relating to customs charges and any returns arising from refusal of delivery due to these charges.
Delivery of goods outside of the UK will be shipped to the address on the order only.
Any issues with with delivery companies/failure to deliver etc etc must be reported to info@htnc.co.uk within 72 hours of parcel being received at delivery address.
Security policy
Secure online payment and handheld terminal payment systems are in operation. No records of card details are stored by us at any time as per the Data protection act and PCSi DSS Compliance.
In the event of a fraudulent transaction Heilan Toys N’ Collectables will not be held liable for costs involved with identity theft.
Cancellation/Refund/Exchanges
Our refund and returns policy last 28 days. If 28 days have passed since your purchase date, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original and undamaged packaging.
We also must agree beforehand to a return of an order. This must be done by sending an email to info@htnc.co.uk and only from the original email the which order was originally placed with. Your order number must also be stated. An explanation to why you wish to return/cancel a refund is also appreciated and helpful in our process of helping to reach a solution. Photographs of any damage must also be sent to us before we can agree to a return and replacement/refund.
Without this information we can not process a return request and may not reply to a return request. We can not also discuss any order with anyone but the person who placed the original order. No orders will be discussed via text message or out of usual working hours (0800-1700 Mon-Fri)
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 28 days after delivery (as a goodwill gesture and at our discression, we may offer a credit note/voucher towards another item in stock)
We accept customers can change their mind and wish to cancel an order or replace an item for another. We also understand that items can very occasionally suffer some damage in transit, although packing well we can not guarantee how the selected couriers handle the package when in their care. We never intentionally send out a damaged item or can be held for blame if the item is damaged in transit.
All returned orders must be sent back with recorded and signed for service. We will not refund return postage costs, this must be covered by the customer. (This is because we can not refund more than the original order cost and what was paid) Postage on cancelled and returned orders will not be refunded.
Refunds/Exchanges
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please allow for 14 days after you order has been returned for the return to be accepted and a refund issued/replacement item to be sent out.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If paid by bank transfer we will need to ask for your bank details to send the funs back to.
When an item has damage or unfit for purpose we will always try and exchange the item, but not always our stock levels allow this to happen. If we don’t have a replacement in stock we can send the item away for repair to the manufacturer but now being out of the EU this can take unto 6 months. We also can check that if the item is in stock with the manufacturer and get a replacement brought in with our next delivery. Failing all this and only this we would then issue a refund on the item.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Returning your order
After its agreed to return an item the items must be shipped with a signed and recorded service, we have no preference who the are shipped back with but must only be shipped back to;
Heilan Toys N’ Collectables
Dorrachan
Kilmuir Easter
Invergordon
IV18 0LJ
Proof of postage must and a tracking number must also be sent to info@htnc.co.uk
You will be responsible for paying for your own shipping costs for returning your item.Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Need help?
Contact us at info@htnc.co.uk for questions related to refunds and returns.