Do you offer worldwide shipping?
Yes, we ship worldwide on all products.
What shipping methods are available?
We use multiple options, including:
- Hong Kong Post: e-Express, regular air mail, air parcel, EMS
- Courier Services: DHL, FedEx, and DHL eCommerce
All shipments come with a tracking number for easy tracking.
How quickly will my order be shipped?
Orders are typically shipped within 24 business hours after purchase.
How long does delivery take?
- Express Shipping (e.g., DHL): 1–3 business days.
- Other Methods: Delivery times vary by method and location.
- For oversized items, we also offer sea freight services. Contact us at info@starcinecollectible.com for a quote.
Can I track my shipment?
Yes, all shipping methods include tracking.
Do you ship to the address on my PayPal account?
No, we only ship to the address entered in your StarCine Collectible account. For updates, email us at info@starcinecollectible.com.
How is VAT handled for EU shipments?
Since July 5, 2021, VAT on EU imports is required. To streamline the process:
- Complete your purchase on our website.
- Email us your order number at info@starcinecollectible.com to receive a link for VAT payment.
- Your parcel will ship with an IOSS code for smooth delivery.
What is the IOSS system?
The Import One-Stop Shop (IOSS) simplifies VAT declaration for goods under €150 entering the EU.
Who should I contact for other questions?
For any inquiries, email us at info@starcinecollectible.com.
Pre-Orders
How are pre-order prices determined?
Prices are fixed and will not be adjusted after confirmation.
Will I receive confirmation after pre-ordering?
Yes, you’ll get an email with your order details and updates.
What if the product is unavailable or delayed?
- If unavailable due to supplier issues, your deposit will be refunded.
- Deposits remain non-refundable for delays.
Can I cancel a pre-order?
Pre-order deposits are non-refundable and can only be canceled if the supplier cannot fulfill the order.
Payments and Deposits
Is a deposit required for pre-orders?
Yes, a non-refundable deposit is required.
How do I pay the remaining balance?
An invoice will be sent when the product is ready. Payment must be completed within 14 days to avoid cancellation and forfeiture of the deposit.
What payment methods are accepted?
We accept PayPal and Stripe.
When does ownership transfer to me?
Ownership transfers after full payment is complete.
Shipping Fees for Pre-Orders
How are shipping fees handled?
- Fully Paid Pre-Orders: Shipping fees are included during checkout.
- Deposit-Based Pre-Orders: Fees are charged with the final payment.
What if estimated shipping fees change?
Final fees may differ based on the product’s dimensions and weight at release.
Can I combine pre-orders with in-stock items?
No, they must be purchased separately.
What couriers do you use?
We ship via DHL, Hong Kong Post, and FedEx.
Who is responsible for shipping issues?
Customers take on shipping risks; StarCine Collectible is not liable for courier delays or errors.
Returns and Refunds
Can I return items with minor packaging damage?
No, minor packaging imperfections during transit are not eligible for returns or refunds.
What qualifies for a refund?
Refunds apply only if the item cannot be supplied due to manufacturer or supplier issues.
What if my item has missing or damaged parts?
Report missing/damaged parts within 7 days of release to qualify for assistance.
What are the conditions for returning or replacing items?
Returns/replacements must meet these criteria:
- Items must be unused and in original condition.
- Include all packaging, components, manuals, and tags.
- Packaging must be in the same condition as delivered.
What if the replacement product is unavailable?
If out of stock, we will offer alternatives or refunds as applicable.
Product Information
Will the product match pre-order images?
Pre-order images may depict prototypes; final products can differ in design or color.
Are release dates guaranteed?
Release dates are estimates and may be delayed due to unforeseen circumstances.
Important Notes
- Non-Refundable Deposits: Deposits remain non-refundable, even in cases of release delays.
- Separate Transactions: Pre-order and in-stock items must be purchased in separate orders.
- Disclaimer: Pre-order items may vary from images, and delays are possible. By ordering, you agree to these terms.