Please read the frequently asked questions to the side or below this form before you contact us. It will save you time, when we are busy it can take us a while to reply.
- Q) My password doesn't work?
- A) You can reset your password here your password is encrypted so we can't see it, sorry for any inconvenience caused.
- Q) Do I have to pay for pre-orders up front ?
- A) We do charge for all pre-orders up front with both Paypal and online secure payment options available.
- Q) Will my pre-order be filled ?
- A) Yes once you have pre-ordered a product from Kapow Toys it will be filled unless it is cancelled by the manufacturer.
- Q) How long does delivery take ?
- A) We dispatch all orders within 24 hours of them being placed excluding Saturday and Sunday when postal collections are not available, during busy periods such as sales dispatch may take up to 48 hours unless you have selected priority delivery.
- Q) Where are you based ?
- A) Kapow Toys is based in Dereham, Norfolk, UK.
- Q) Do you have a physical shop
- A) Our physical shop was closed in 2011 and we now operate from business units in Dereham.
- Q) Can I pick my items up from your business premises ?
- A) Yes local collection is always available as long as you notify us beforehand so a member of staff can be on hand to serve you.
- Q) How do I return a product?
- A) If you need to return an item please read our returns page, it helps us deal with the return quicker.
- Q) I have a pre-order with you which shows as sold out on your website, but I have not yet had my item?
- A) We often sell out of our pre-order slots, this simply means the item is no longer available to preorder. Your pre-order is still secure.
- Q) Can you add my order to an account?
- A) Unfortunately our system does not allow us to add existing orders to an account.
- Q) Why cannot I not see my order in my account?
- A) This will be because Paypal express was used when placing the order and you were not logged in or the order was placed as a guest. This will not affect your order.
If you ordered the item on the old version of the site it is still there and will be fulfilled we just didn't bring those orders across to the new store.
- Q) When will a certain pre-order go live?
- A) We tend to put all of our product updates on our Facebook page. Please follow us for all updates such as this.
- Q) How do pre-orders work?
- A) All non-deposit pre-orders are payable in full at the time of placing the order.
Multiple pre-orders contained on one order will result in the order being dispatched once all the items are in stock.
Estimated release dates for pre-order items are shown in the product description.
To place a deposit a PayPal account is required.
The PayPal account used to pay the deposit must be the same account that the balance will be paid from.
We will invoice the balance payment around 7 days prior to stock arriving with us.
All deposits are fully refundable
- Q) Why am I being charged postage on a deposit, when the total is over £100?
- A) The cost of postage will be deducted from the final balance invoice. The deposit is made up of 10% plus the cost of postage.
- Q) How do I cancel my order?
- A) Simply email us with your order number and cancelation request.
- Q) Why has my mixed pre-order not shipped?
- A) As per our T's & C's orders will only ship once all items are in stock and ready to ship.
- Q) Can I pay extra postage to split my order?
- A) Unfortunately our system does not allow for this. The only way to ship items in stock is to cancel and refund any items that are not yet in stock.
- Q) I would like to sell my collection.
- A) Please send us some photos of what you are looking to sell/trade in, along with a rough idea of price and we will get back to you.
- Q) My tracking number does not work.
- A) Most tracking numbers will be live by 6.30pm if the order was made before 1.00pm Monday - Friday. Orders placed over the weekend will not be live until the next working day.
- Q) My Parcel has not arrived.
- A) The first thing to do is to check your tracking information, as items will often have been attempted to be delivered even if you have not received a card through your door. If it is with your local office give them a call. If you still need further help, then we will be able to assist in most cases. If you have a tracking number, deliveries via Royal mail can be tracked here and DPD deliveries can be tracked here.
- Q) Do you ship to my country?
- A) All available shipping rates can be found at our check out. If your country is not on this list, then unfortunately, at this time we do not ship to you.
- Q) How do I change my address?
- A) Simply send us an email with the order number you would like to update and your new address and we will get that done for you. Please note, changing your main account address will NOT update existing orders.
- Q) Do you have an update for my order?
- A) Pre-order release dates are often delayed. Sadly once this happens manufacturers rarely update retailers with new timescales. We will always update the listing and our Facebook page if we have received any news.