FAQ
Packaging & Delivery
How are orders packaged? All orders are packed using sturdy cardboard boxes to ensure your collectables arrive safely and in perfect condition.
Who do you use for delivery? We use Royal Mail as our trusted delivery partner for all orders.
Do you offer free delivery? Yes — we offer free UK delivery on all orders over £65.00.
How long does delivery take? Once your order has been dispatched you can expect delivery within 2–5 working days. You will receive a confirmation email with your tracking details so you can follow your order every step of the way.
Can I track my order? Yes — all orders are sent using a tracked Royal Mail service. Your tracking number will be included in your dispatch confirmation email. If you have any issues locating your tracking information, please get in touch and we will help.
What do I do if my item arrives damaged? We take great care in packaging all orders, but if your item arrives damaged or faulty please contact us as soon as possible — ideally within 48 hours of delivery. Please keep all original packaging and take photos of both the damage and the outer packaging, as these may be needed to raise a claim with Royal Mail. We will arrange a replacement or full refund, and we cover the return postage for damaged or faulty items.
Do you ship internationally? Currently we ship within the UK only. If you are based outside the UK and would like to discuss an order, please contact us directly and we will do our best to help.
Returns & Cancellations
Can I return an item if I change my mind? Yes. As a UK consumer you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the item back. Return postage for change-of-mind returns is at your cost, and the item should come back in its original packaging and in the condition you received it. We refund the item and the basic delivery charge within 14 days of getting it back. Full details are on our Returns & Refunds page.
Does this apply to pre-orders? Yes — the 14 days starts from the day your pre-order is delivered to you. Please see the Pre-Orders section below.
Orders & Stock
How do I know if an item is genuinely in stock? We have three types of product listings on our website:
- In Stock — the item is with us and ready to ship immediately.
- Available to Order — the item is available from our supplier but not currently held in our warehouse. We will order it specifically for you and dispatch as soon as it arrives with us, usually within 7 to 10 business days.
- Pre-Order — the item has been announced by the manufacturer but has not yet been released. Your order secures your allocation and it will be shipped as soon as stock arrives.
If you are unsure about the status of a specific item, please contact us before ordering and we will be happy to clarify.
What is the Build a Box option? Our Build a Box option allows you to combine multiple orders into one shipment. Simply enter the code BUILD at checkout and we will safely hold your order until you are ready for it to be shipped.
What happens if I order in-stock items with a pre-order? If your order contains both in-stock items and pre-order items, the order will normally be shipped once all items are available. If you would like your in-stock items shipped sooner, you can place separate orders or use our Build a Box option to hold items until you are ready for them to be sent together.
Do you sell on eBay or Amazon? Yes — Gadsby's Collectables sells across multiple platforms including our website, eBay, and Amazon. All listings are managed by us directly. Shopping through our website is often the best option as you can take advantage of our free delivery threshold and Build a Box option, which are not available on other platforms.
Pre-Orders
What are pre-orders? Some items are offered as pre-orders, which means the product has been announced by the manufacturer but has not yet been released. By placing a pre-order, you secure your item in advance and it will be shipped as soon as it arrives in stock.
Why are pre-orders sometimes delayed, and can release dates change? Release dates for diecast models and collectables are set by the manufacturer and can occasionally change due to production issues, licensing complications, shipping delays, or supplier difficulties. While we always aim to provide accurate estimates, delays can happen and are unfortunately outside of our control. Your pre-order will be shipped as soon as it arrives with us.
For full details on why delays happen, please see our Pre-Order Information & Policy page.
Can I include pre-orders in my Build a Box? Yes. Pre-orders can be added to your Build a Box. Your items will be held safely until all products are available or until you request shipping.
Can I cancel a pre-order? We order pre-order stock specifically to fulfil your reservation, so we ask you to be sure before reserving — if you have any questions about a model, please contact us before ordering. Your legal right to cancel still applies: you can cancel within 14 days of the day the model is delivered to you, with return postage at your cost. Please get in touch and we will talk you through it.
What happens if you cannot get my item? On rare occasions a manufacturer may reduce or cut supplier allocations, meaning we are unable to obtain enough stock to fulfil all pre-orders placed. If this happens we will contact you by email as soon as we are made aware and issue a full refund to your original payment method.