Frequently Asked Questions

Frequently Asked Questions

 

 

Frequently Asked Questions relating to the Intercept Studios online store.

 

 

 

When is payment for an order taken?

Payment is taken as soon as an order occurs, whether this is through Paypal or a credit card transaction. This applies to both in-stock items and pre-orders.

 

 

When will an order be shipped?

We aim to ship all orders within 5 working days from the order being placed. If an order is placed on a weekend or public holiday, it may not be dispatched until the next working day, at the earliest.

For UK orders, we ask that you allow up to 14 working days for delivery (from order being shipped).

For international orders, we ask that you allow up to 30 working days (from order being shipped).

We will do our best to chase up any orders not received during these time periods.

 

Please note: during a sale or promotional period, depending on demand it may take longer for orders to fulfilled and shipped. We’ll do our best to fulfil items as quickly as possible.  Please feel free to email us at [email protected] for any queries about the status of your order.

 

 

 

When will a pre-order be shipped?

Typically, we aim to ship all pre-orders in time for week of release. Delays may occur during busy periods. Although we will try, there is no guarantee international orders will arrive in time of release date.

 

If I place an order for an in-stock item and a pre-order, will they be sent together or separately?

We will aim to ship all in-stock items within 5 working days of the order being placed.  Any pre-orders will ship in time for the release date. (There is no additional shipping cost for this.)

 

 

 

How much is postage?

Unfortunately, due to our size we can’t afford to offer free postage at this time. We will ship all orders via Royal Mail, and the cost of postage will depend on the order placed and the address of the customer.  Normal lower value orders are shipped using standard 1st or 2nd Class postal options. Higher value and (most) international orders will be shipped using a tracked – and possibly signed – service.

 

 

Please note we are a UK based company so your parcel may be subject to customs & duty charges levied by your resident country upon us shipping to you overseas. We are not responsible for these charges and any queries regarding them should be directed to your national Customs Department.

 

 

 

When will an upcoming product be available to pre-order?

We don’t have anything set in stone for this, so some products may be available for pre-order a couple of months before the release date, others maybe as little as a week.

 

 

 

What currency are orders placed in at your web shop?

All products are listed and charged in Pounds sterling (GBP)

(Please note: for international orders we are not responsible for any additional bank charges that are made because of currency conversion.)

 

 

 

Will I get a confirmation email of my order being placed?

Yes. This will be sent to the email address you entered during the checkout process. This confirmation will include your order number.

 

 

 

Is there a way to keep track of the status of my order?

Depending the shipping service used.  General 1st or 2nd Class shipped items won’t have tracking information supplied. For orders that are shipped using tracked and/or signed services we will have a tracking number which we’ll either provide you with when an order is shipped, or you can ask request via [email protected].

 

 

 

How do I cancel an order?

To cancel an order please send an email to [email protected] including your full name and order number with a request to cancel your order. Please note once a product has been shipped canceling an order is not possible.

 

Orders will be refunded either through Paypal or Stripe.  If more than 30 days have passed since your order was placed, payment will be refunded via Paypal only. Please provide the email address linked to your Paypal account when requesting a cancellation.

Orders placed by mistake will be refunded the total amount (including shipping) minus the tranasction fees set by our third party payment processors, provided that the order has not been processed and shipped before receipt of cancelation request.

 

 

 

How do I change my shipping address on an order I’ve placed?

To do this, please send an email to [email protected], including your order number and the address you want updated.

 

Please note: This has to be done prior to a product being shipped. Once a product has been shipped the address cannot be updated.

 

 

 

What is your returns policy?

We are happy to exchange a product, providing it meets the following conditions within 30 days of the order being dispatched for shipping.

 

If you receive a product that is visibly damaged before opening, we are happy to exchange this for a new copy for you, providing it is still sealed and unopened (where applicable). To arrange for an exchange for this reason please email [email protected] with your order number and photos of the damage. If an item is damaged within the packaging, or is an unseen issue until a product is opened (disc skips, or scratched, print damaged, et cetera), please email [email protected] with your order number and photos of the damage (where applicable). 

 

When arranging an exchange we ask the customer to send the product back to our offices in South Wales – address will be supplied when you contact [email protected] about this.

The customer must pay the shipping cost to return an item, but this cost will refunded in the form of a coupon code for use in our web store or through Paypal.

*Intercept Studios DOES NOT provide pre-paid shipping labels for any returns.*

 

Please note: Unfortunately, we are unable to offer refunds on unwanted or damaged products. Exchanges or coupon codes only. A refund may be offered under extreme circumstances.

 

 

 

Do you have a retail shop?

No we don’t, but we’re working at getting items from our store into various independent shops. Nothing guaranteed at present.

 

 

 

I have a query about my order / I have a question that’s not answered above, who should I contact?

Please send an email to [email protected] for all queries. (If your query is about an order you have placed please include your name and order number.) We aim to respond to all emails within 48 hours. If you email over the weekend or on a public holiday, we may not reply for 48 hours from the start of the next available working day.