Frequently Asked Questions

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.

We currently offer international shipping to:

• USA
• Canada
• Australia
• New Zealand
• France
• Germany
• Ireland

We're in the process of expanding our shipping coverage.

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: No, Duties and taxes are collected at checkout and your order ships duties paid (DDP/PDDP). You should not be charged any additional import fees on delivery.

All other countries: Import duties and taxes are not collected at checkout and may be charged by local customs/carriers on delivery.

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 placed will be dispatched next working day after receiving payment.

Shipping times based on paid for service:

Royal Mail Tracked 24 - Next day Delivery.

Royal Mail Tracked 48 - 2 - 3 Business Days.

Total Time Example (Dispatch + Shipping)

If Royal Mail Tracked 24 was selected, you can expect your order to arrive within 2 working days from order placement.

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!