We answer messages and emails in the order they are received, and we try to respond as promptly as possible. We will guarantee a reply within 24 hours of receiving a message or email.

We are always happy to help with sourcing specific models when possible! Please feel free to contact us if you are looking for a particular item.

Yes, we accept returns within 30 days of delivery, provided the item is unused and in its original packaging.

To arrange a return or exchange, please contact us at sales@thecollectablesvault.com with your order number.

Customers are responsible for return shipping unless the item is faulty or incorrect.

If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue.

We have a Money Back Guarantee which lasts 30 days after the delivery of your order so make sure to contact us within that time frame.

To get a hold of us to assist you please either use the Contact Us tab or email us at sales@thecollectablesvault.com.

Yes, we offer international shipping from the UK to most countries worldwide, including the USA, Canada, Australia, New Zealand, China, India and many European destinations.

Available delivery options are shown at checkout once you enter your delivery address. If no shipping option appears, please contact us and we can check whether a suitable service is available.

All international orders are carefully packed and sent using tracked services where available.

Import duties and taxes may be calculated at checkout for some countries. Where they are not collected upfront, the buyer is responsible for any local customs charges, duties, taxes or handling fees due on arrival.

Yes, we do offer combined shipping.

The total shipping cost is automatically calculated at cart or checkout based on the size and weight of the items in your cart, as well as the packaging required.

This system is designed to make purchasing multiple products as easy and cost-efficient as possible for our customers.

USA: Import duties and taxes are calculated at checkout where available, and your order should ship with duties paid upfront. You should not normally be charged additional import fees on delivery.

Selected EU countries: Import duties and taxes may also be calculated at checkout where the duties-paid service is available. If shown at checkout, these charges are paid upfront before delivery.

Other international destinations: If duties and taxes are not collected at checkout, your local customs authority or courier may charge import duties, taxes or handling fees on delivery.

Please note that very large, heavy or higher-value parcels may have fewer duties-paid delivery options depending on the destination country.

We will process and dispatch all orders by the next working day after your order is placed. During busy periods, there may be slight delays, but we’ll always do our best to get your order out as quickly as possible.

Orders are normally dispatched on the next working day after payment has been received.

UK delivery:

• Royal Mail Tracked 24 – usually 1 working day after dispatch.
• Royal Mail Tracked 48 – usually 2–3 working days after dispatch.

Example: If you place a UK order on Monday and select Royal Mail Tracked 24, your order would usually be dispatched on Tuesday and arrive on Wednesday.

International delivery:

• Europe – usually around 3–5 working days after dispatch.
• Rest of World – usually around 6–7 working days after dispatch.

Please note that delivery estimates can vary during busy periods, weekends, public holidays or if customs processing is required. Customs delays are outside of our control.

Yes, all our orders are shipped with tracking. You’ll receive a tracking number by email once your parcel has been dispatched. If you don’t see it, please check your spam/junk folder or get in touch with us.

We pack every order with care to ensure it arrives safely. Each model is protected with bubble wrap and parcel filling, then shipped in a sturdy double-walled box to minimise the risk of damage in transit.

You can track your order directly on our website. Just click the Track My Order link, or find it under About & Help in the menu. If you need any assistance, we’re always happy to help.

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

Our warehouse team works quickly, so if you spot an error in your address, please email us as soon as possible with your name and order number. We’ll do our best to catch your parcel before it’s dispatched.

While we can’t guarantee changes can be made - especially once the order has left our warehouse, we’ll do everything we can to help!

If you need to cancel your order, please email us as soon as possible. If the order hasn’t been shipped yet, we’ll do our best to stop it and issue a full refund. Once dispatched, we are unable to cancel the order but you may still return it once received.

The typical timeframe of receiving the refund once initiated is 3-5 days as per banking standards but can be sooner.

We accept all major credit/debit cards, PayPal, Apple Pay, and Google Pay. All payments are processed securely.

Instalment payments are available through PayPal & Klarna.

Your payment is 100% secure. Our website uses SSL encryption to protect your data, and all transactions are processed through trusted, PCI-compliant payment providers like Shopify Payments/PayPal/etc.

We never store your credit card details, and your information is always kept confidential.

Yes, we inspect every model, box and ensure all accessories are present before listing for sale.

For models that are brand new from the distributor or still factory-sealed from years ago, we do not open the packaging in order to preserve their original condition and authenticity.

We understand that models with visible imperfections or flaws can still hold great value and appeal. That’s why we created the Shop Pre-Loved section - for models that may not be mint, but still deserve a new home. The models listed here are graded Good (6/10) and below.

Every item in this section is clearly photographed and described, with imperfections noted. These models are offered at a discounted price based on the extent of their flaws, giving collectors the opportunity to enjoy or restore them affordably.

Many customers have shared stories of fully restoring Pre-Loved models to near-new condition, which we love to see!