Frequently Asked Questions
We aim to answer most questions through our FAQ. If you can’t find the information you need, our Customer Care Team is happy to help. Please allow 2–3 working days for a response. We’ll get back to you as soon as possible.
Returns
What is your returns procedure?
What is your returns procedure?
Enjoy hassle-free returns within 30 days! We keep things simple: if you return your purchase within 30 days in its original, unused, and undamaged condition (including the packaging), you'll receive a full refund. For more details, check out our full returns procedure and access our online returns portal here.
How long does it take to get a refund?
How long does it take to get a refund?
Once your return arrives to us, we will begin processing it. Please allow up to 3 working days for this to be completed. Once your refund has been issued, you'll receive a confirmation email. Please note, it may take an additional 15 working days for the refund to reflect on your bank or payment statement.
How will I get my money back?
How will I get my money back?
Once your refund is processed, the funds will be returned directly to your original payment method.
Can I return a used item?
Can I return a used item?
To be eligible for a return, items must be unused, in their original packaging, and returned within 30 days of purchase.
Can I cancel my order?
Can I cancel my order?
Our dispatch systems are highly efficient, which means that once an order is placed on our website, we’re typically unable to prevent it from being dispatched. However, this does not affect your statutory rights. You are entitled to cancel your order and return the item(s) within 14 days of receiving them to obtain a refund.
I have bought the wrong item!
I have bought the wrong item!
No worries, we’ve got you covered! You can request an online return, and we’ll guide you through the process. Need to make changes to your order? You have up to 12 hours after placing it to make adjustments.
How do I return an unwanted item?
How do I return an unwanted item?
If you're returning what you've purchased from us within 30 days and the product and original packaging is unused and undamaged, you'll get a refund. Simple! Head over here to view our full returns procedure here.
Can I exchange for something different?
Can I exchange for something different?
Yes, we do offer exchanges for different items through our Returns & Exchanges portal.
How do I return a gift purchased for me?
How do I return a gift purchased for me?
The gift purchaser can return the item to County Collectibles for a refund, provided it meets our return conditions here.
Damaged Order Return Help
Damaged Order Return Help
If your order arrives damaged, please contact us immediately, and we’ll guide you through the process of returning the item to County Collectibles. Unfortunately, we cannot accept returns for items damaged in transit unless you notify us within 3 days of receiving your parcel. If the parcel shows obvious signs of damage upon delivery, we recommend refusing the delivery and notifying County Collectibles right away.
Do I have to pay to return my order?
Do I have to pay to return my order?
Please note that returning an item will incur postage costs. We've researched the best and most affordable options for returning items to County Collectibles. Visit our Returns page to find the most cost-effective way to send your return back to us.
Ordering
Ways To Order at County Collectibles
Ways To Order at County Collectibles
You can shop with us anytime, 365 days a year, 24/7 at www.countycollectibles.com.
County Collectibles operates solely online. If you have any questions or concerns about our products, please feel free to reach out before making your purchase. Our support team is available from 10am to 6pm, Monday to Friday. Click here to get in touch!
I'm having trouble at checkout!
I'm having trouble at checkout!
Most checkout issues are related to payment problems, such as insufficient funds on a credit card. If you encounter any issues during checkout, please contact us right away, and we’ll be happy to assist you.
Where do I redeem a discount code?
Where do I redeem a discount code?
At checkout, simply enter your discount code in the 'Discount Code' section and click the Apply button. If the code is valid, you'll instantly see the discount applied to your basket. Hooray!
My discount code is not working!
My discount code is not working!
If your discount code isn’t working, please check the following:
- Re-enter the code to ensure there are no typos
- Verify the promotion details to see if the offer has expired
- Make sure the items in your basket are eligible for the promotion
- Contact us, and we’ll be happy to assist you
Will I be charged customs for my order?
Will I be charged customs for my order?
All customs duties and tax fees on international orders are fully covered by us. What you see at checkout is what you pay — no surprise charges, no extra fees on delivery. Just sit back and wait for your order to arrive hassle-free.
Delivery
Can I collect my order from yourselves?
Can I collect my order from yourselves?
All County Collectibles orders are shipped directly from our international distribution centers to the delivery address you provide.
How quickly can I get my order?
How quickly can I get my order?
Delivery times may vary depending on the country. For estimated times and details on the shipping services we offer, please visit our Delivery page. We partner with reliable and cost-effective shipping providers to ensure your order is delivered securely and at the best possible price.
Is the estimated fulfilment time exact?
Is the estimated fulfilment time exact?
An estimated fulfilment time is shown on our product pages to give you an idea of when your item(s) will be shipped from our international distribution centers. Please note that this is only an estimate and can be affected by factors beyond our control.
Do you deliver on Weekends & Holidays?
Do you deliver on Weekends & Holidays?
Deliveries are made on business days only (Monday to Friday), though some carriers may offer Saturday delivery in certain areas. All of our carriers will notify you when your parcel is out for delivery.
What are the delivery costs?
What are the delivery costs?
Delivery costs may vary depending on the country, but we've worked hard to offer you the most affordable and reliable delivery options. For more details on delivery timeframes and costs, please visit our Delivery section.
How do I track my order?
How do I track my order?
It’s easy! Once your parcel is dispatched from one of our international distribution centers, we’ll send you an email with your tracking number, and a link to track your order. You can also use our Online Tracking system to check the status of your parcel on the tracking page
My tracking number is not working!
My tracking number is not working!
If you've received a tracking number from County Collectibles, it means your parcel has been dispatched from one of our international distribution centers and handed over to the carrier. Sometimes, it can take a little time for the carrier to update their tracking system. If your tracking number isn’t showing any results and your parcel was recently dispatched, please try again later. After a short while, the tracking information will update, and you’ll be able to track your parcel as it moves through the carrier’s network.
Can I change my delivery address?
Can I change my delivery address?
Our fulfilment systems are highly efficient, and once an order is placed on our website, we’re usually unable to make changes. If you’ve just placed your order and need to update your delivery address, please contact us immediately, and we’ll do our best to assist you.
If your order has already been dispatched from our depot, we won’t be able to make any changes. However, you may be able to make specific arrangements directly with the carrier.
Why has my order been returned to use?
Why has my order been returned to use?
If our carrier attempts to deliver your parcel and no one is available to accept it, they may try again within 24 hours, send you an alert, or leave a calling card at your address. The calling card will provide instructions on how to arrange re-delivery or pick up your parcel from the carrier. If the parcel isn’t collected within the specified holding period (usually 5 working days), it will be returned to one of our international distribution centers. In this case, we’ll issue a refund for your order, minus the shipping charge. To stay updated, it's a good idea to track your order online to see if the carrier has attempted delivery.
Says delivered but I haven't received it?
Says delivered but I haven't received it?
In some cases, the carrier may leave your parcel with a neighbour if you’re not home to accept delivery. It’s also worth checking safe places (like your porch) where the carrier may have left your parcel. If your parcel is missing, please contact us right away, and we’ll work with the carrier to investigate and help locate your order.
What if my estimated delivery date has passed and I haven't got my order?
What if my estimated delivery date has passed and I haven't got my order?
County Collectibles provides estimated dispatch and delivery timeframes to give you an idea of when your order is likely to arrive. Please note that these timeframes are estimates and may be affected by factors beyond our control. We recommend tracking your order to monitor its current location. If you believe your parcel has been misrouted or is significantly delayed, please don’t hesitate to contact us, and we’ll be happy to assist you.
How do I get Free Shipping?
How do I get Free Shipping?
Free shipping may be available as part of specific promotions, special offers, or seasonal campaigns. When eligible, simply meet the minimum order value required for the offer, and the Free Delivery option will be available at checkout.
My order was sent in multiple packages?
My order was sent in multiple packages?
Our goal is to deliver your item(s) as quickly as possible. To achieve this, we may dispatch your order from multiple distribution centers, and in some cases, it may arrive in more than one package. Rest assured, you won’t incur any additional charges for this.
Fulfilment
How are your products made?
How are your products made?
We partner with a print-on-demand international distributor with facilities worldwide. Depending on your location, your order will be printed and shipped from the facility best equipped to handle it efficiently.
Where are your products made?
Where are your products made?
Our business is proudly based in Northern Ireland, but to serve our global customer base efficiently, we have partnered with an international print-on-demand distributor that operates facilities worldwide. This partnership enables us to fulfil orders from the location closest to your delivery address, helping to reduce costs.
Depending on your location and product availability, your order may be processed and shipped from a different distribution center. This approach allows us to ensure a cost effective delivery experience for our customers, no matter where they are.
When will my order be fulfilled?
When will my order be fulfilled?
Orders are typically processed and fulfilled within 2 to 5 days. However, during seasonal and peak periods, fulfilment times may be longer due to increased demand. We strive to complete all orders as quickly as possible while maintaining the highest quality standards. For specific fulfilment timeframes, please refer to the product page details, where up-to-date information is provided for each item.
