Eaglemoss Doctor Who Companion Sets - Select Figure(s)s

Quick Summary (TL;DR)

• Changed your mind? Return within 30 days. The item must be unopened and in original new condition. You pay return shipping; we refund the item price.
• Arrived damaged, wrong, or not as described? That's on us — email us within 7 days with photos and we'll make it right (refund or replacement).
• Shipping is calculated at checkout and we ship worldwide. Orders ship within 2 business days. Customs duties and import taxes are the customer's responsibility.
• Wrong address? Fix it before the order ships — we can't change it once it's on the way.
• EU/UK customers have a 14-day right to cancel any order; see the section below.

Shipping Policy

Rates & carriers

Shipping rates are calculated at checkout based on weight, destination, and the service selected. Weight includes the product(s) and packaging materials. Because we carry many different products and ship worldwide, we use calculated shipping rather than flat rates. You can use the USPS shipping calculator for a rough estimate; our actual rates are sometimes — but not always — lower.

We offer several carriers (such as USPS and UPS) and service levels (Standard, Express, and others). The carriers and services we offer may change over time and can vary by destination — we don't always offer every option. For example, Express service may not be available on every order, a carrier like UPS may not be offered for international shipments, and carriers we've offered in the past may no longer be available.

We have shipped to over 90 countries and continue to add new destinations.

Processing & transit times

Orders are packed and shipped within 2 business days. We pack Monday through Friday, excluding weekends and national holidays. Once a shipping label is created, your package is picked up or handed off to the carrier within 24 hours (we have daily USPS and UPS pickups). During periods of high order volume, processing may take a few extra days.

You will receive a shipment confirmation email with your tracking number(s) once your order ships; tracking typically becomes active within one business day.

Delivery estimates & delays

Any delivery time shown is an estimate, not a guaranteed delivery date. Once an order leaves our warehouse, transit is handled by the carrier. Delays in transit are generally the carrier's responsibility and outside our control, and an estimate being missed is not on its own grounds for a refund. If an order appears significantly delayed or lost, contact us and we will investigate and open a carrier case where appropriate (see Missing items).

Domestic shipping (USA)

We ship to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses. Shipping charges are calculated and displayed at checkout.

International shipping

International shipping charges are calculated and displayed at checkout. Delivery times vary by destination and customs processing.

Customs, duties & taxes

Our prices and shipping charges do not include any customs duties, import taxes, VAT, or carrier handling fees. Shipments are sent duty-unpaid: any fees imposed during or after shipping are the responsibility of the customer, who is also responsible for clearing the package through customs.

• The customs invoice reflects the actual price of the items. We will not under-declare value or mark shipments as a "gift" to reduce taxes.
• If a customer does not pay required import fees or release the package from customs and it is returned to us, we refund the value of the item only — outbound and return shipping are not refundable, as clearing customs is the customer's responsibility.

Address accuracy

Customers are responsible for entering a complete and correct shipping address. Address corrections must be made before the order ships — once an order is shipped we cannot change its destination, even if you contact us before delivery. To correct an address, use the order-change function in your confirmation email or account login, or contact us as early as possible.

• If an incorrect address causes the package to be returned to us, we refund the value of the item only; the customer is responsible for shipping costs.
• If a package is delivered to the (incorrect) address the customer provided, no refund is due.

Our Condition Standard

In practice this means condition is judged by what is reasonably visible to a person handling and packing the item — not by close inspection with a magnifier. Minor shelf wear or small imperfections in manufacturer packaging can occur and are normal for new retail product; they are not considered defects. Significant, clearly visible damage is covered (see below).

Returns & Refunds

Change-of-mind returns

If you simply change your mind — you no longer want the item, found a better price, already owned it, or it was an unwanted gift — you may return it within 30 days of delivery, subject to the following:

• The customer pays return shipping. Original (outbound) shipping is not refunded.
• We refund the value of the item only.
• The item must come back in the same brand-new condition it was shipped in — unopened and in its original packaging, with all factory seals, tape, bags, blisters, and covers intact.

What "unopened / new" means

The item must be in the same condition it left the factory in. Specifically:

• Removing an item from its manufacturer box, or opening/cutting/removing any factory seal, tape, bag, blister, or protective cover, makes it opened — even if the box itself is undamaged.
• Items that are not sealed by the manufacturer (for example, many Funko boxes) are considered opened once the box has been opened.
• An item is "new" only if we can resell it as new. An opened item is no longer new.

Reduced or declined refunds

Because an opened or altered item can no longer be sold as new, we may reduce the refund to reflect the item's lost value, or decline the return entirely if the item is no longer in resellable condition. Examples include an item returned opened, missing its original packaging, missing parts, or with marks or damage that were not present when it shipped.

Packing your return

Return the item packed the way it arrived — protected with bubble wrap and inside a shipping box, not just an envelope or bag. Damage caused by inadequate return packaging is the customer's responsibility and may reduce or void the refund. For items valued at $75 or more, we recommend a trackable, insured service; without tracking we cannot guarantee that we received your return.

Return verification

We inspect every return on arrival and verify it against our order and shipping records before issuing a refund. We will reject or partially refund a return if:

• the item is not in the new, unopened condition described above;
• the returned item is not the item we shipped, does not match the order, or bears another retailer's label or sticker;
• the claim does not correspond to an order we actually shipped.

Rejected returns may be refused or shipped back at the customer's expense. Proof of purchase (order number, original invoice, or the email/phone number on the order) is required for any return.

Exchanges

Exchanges are available. The customer is responsible for shipping costs on an exchange, unless the exchange is due to our error or a damaged item (see below).

How refunds are issued

Once we receive and inspect your return, we will email you to confirm whether the refund is approved or rejected. Approved refunds are issued to the original payment method. Please note that after we issue a refund, the time for funds to appear on your statement depends on your bank or payment provider and is outside our control; it can take a few business days. Gift cards are non-refundable.

If you received the item as a gift, we can issue store credit for the value of the eligible return once it is received and inspected.

Damaged, Missing & Not-as-Described Items

If an item arrives damaged, missing, or materially not as described, that is our responsibility to resolve. The cases below differ from change-of-mind returns: we cover return shipping where the issue is our responsibility, and where the carrier is at fault we file a claim or use our insurance. We need the customer's cooperation to do so.

Evidence we may request

To determine what happened and who is responsible, we may ask for: a photo of the item received, a photo of the item's barcode/UPC, a photo of the invoice, and photos of the shipping box and packaging. Please keep all packaging and the damaged item until the claim is resolved.

Damaged on arrival

Report damage within 7 days of delivery. To qualify, the damage must be significant and clearly visible — for example, a crushed and visibly damaged box. Minor imperfections consistent with new retail product (see Our Condition Standard) are not considered damage. The item must have arrived damaged; damage that occurs after delivery, such as from use or handling, is not covered.

Where damage is confirmed, we will either issue a refund or send a replacement, at our discretion. A replacement is not guaranteed, even if the item is in stock.

Missing / not delivered

Our shipments are tracked, and the carrier confirms delivery. If tracking shows delivered but the item is missing, we will open a case with the carrier or file an insurance claim. The customer's cooperation is required — including, where our insurer requires it, signing an affidavit confirming the item was not received. If the customer does not cooperate, we are unable to file a claim and cannot issue a refund. For higher-value or oversized orders, we may ship with signature confirmation.

Not as described

If we send the wrong item, or there is a significant discrepancy between the listing and the item received (for example, a listing states 6 inches but the figure is actually 12 inches), that is our responsibility and we will make it right. Minor variances — such as a 6-inch item measuring 6.1 inches — are within normal tolerance and are not considered "not as described." For not-as-described claims, the customer should describe the issue; we verify against our records (for example, our shipping logs let us confirm whether a mislabeled order went out at the same time).

Order Changes & Cancellations

You can change or cancel an order, including correcting the shipping address, using the order-change function available in your order confirmation email or your account login — but only before the order has shipped. Once an order is shipped, it cannot be changed, redirected, or cancelled in transit. If you need to make a change, contact us as early as possible at office@toyshnip.com.

EU & UK Consumers — Right of Withdrawal

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase, in addition to the rights described above. These terms apply to you where they are more favorable than our general policy.

14-day right to cancel

You may cancel your order within 14 days of the day you (or someone you nominate) receive the goods, for any reason and without giving a justification.

How to cancel

To exercise this right, tell us your decision clearly before the 14 days expire — by emailing office@toyshnip.com, or by using the cancellation function in your order confirmation email or account login. You may use the model withdrawal form, but it is not obligatory.

Inspecting goods

You may handle and inspect the goods to the extent necessary to establish their nature, characteristics, and functioning — as you would in a shop. However, we may reduce your refund to reflect any loss in value resulting from handling beyond what is necessary to inspect them. For collectible items, opening or unsealing the product packaging typically reduces its value, and the refund may be reduced accordingly.

Return shipping & refunds

• You are responsible for the direct cost of returning the goods to us.
• We will refund the price you paid for the item plus the original standard outbound delivery cost. (If you chose a more expensive delivery option, we refund up to the cost of our standard option.)
• We will issue the refund within 14 days of being informed of your cancellation, using your original payment method. We may withhold the refund until we receive the goods back, or until you supply proof that you have sent them, whichever is earlier.

Faulty or not-as-described goods (EU/UK)

Your statutory rights regarding goods that are faulty, damaged on arrival, or not as described are unaffected by the withdrawal right above and are not subject to the return-shipping or diminished-value terms. Where goods are not as described or arrive damaged, we cover the cost of resolving it and will provide an appropriate remedy.

Contact & Return Address

Please do not send returns to the manufacturer. Contact us first at office@toyshnip.com, then mail approved returns to: