PLEASE READ FAQ BELOW BEFORE CONTACTING US.

The FAQ below will answer most queries. If you still need help use the form below. Please be patient for a reply, multiple emails will not speed up a reply.

We can be contacted at the store on 01603 323167 between the following store opening hours:
Mon-Sat 9am to 4.00pm
Sun & Bank Holidays closed

Occasionally we will be closed over weekends due to attending conventions like MCM Expo, Birmingham Comic Con, TFNation, LFCC etc, but you will be informed of this on the red banner at the bottom of the website.

Our store is located at Unit 18 Murrayfield Road, Union Park, Norwich, NR6 6NQ.

FAQ:-

Brexit update for our European Customers:-
All our prices for European customers will now show minus VAT. VAT and possible other duties are payable on receipt of the item based on your countries rates. We do not devalue invoices and these fees/charges are not refundable in any way.

Q: Can I have an update on my order?
A: Every pre-order product has an estimated date, these are an estimate and we can assure you we will dispatch an order as soon as the products arrive. Please check our Facebook page on this link for an updated Hasbro release schedule which may help:- https://www.facebook.com/indemandtoys/posts/2592066504370585 If you order is in stock it will ship as fast as the stock can be packed, delivery days can be very busy so we ask you do not “chase” orders shipping where the stock has JUST arrived.

Q: Where is my order?
A: The most common reason an order has not shipped is becuase it will contain an item not in stock yet. We advise on EVERY pre-order listing and at checkout to avoid mixing items due at different time. We do our best to hold stock on these pre-order items, but we cannot guarantee availability when the order is finally completed. If you are 100% certain the stock is available for your order and its not within a week of the stock arriving please get in touch.

Q: How do I change my delivery address?.
A: Please use the form below and let us know any affected order numbers and the new address. Changing an address on your account will only update it for future order not orders already placed.

Q: I have had a dispatch email, how long does my order take to arrive?
A: Depending on the service you have chosen / paid for, it can take anything from 1-4 working days (within UK). Remember weekends and bank holidays do not count as working days. The courier will be in contact via email or text with more accurate information nearer the delivery time(usually the evening before delivery). Also there is occassions, to get ahead during busy delivery times, that we print labels before items are packed, so it is possible the item goes out the following working day. This happens at weekends too, items are prepared, processed and marked as shipped but do not get collected until Monday (or Tuesday on Bank Holidays). European shipping is by a courier and can take 10-30 days.

Q: How do I pay the balance of a pre-order / When can I pay the balance of a pre-order?
A: We will email you a link to pay balances when they are due to arrive within a few days (sometimes longer on higher priced items). These can only be paid once we have emailed you. If you are expecting a balance email and have not received it within 48 hours of a product arriving with us please get in touch. Otherwise please wait to receive it making sure info@idtoys.co.uk is on your safe email list.

Q:Can I merge orders to save on shipping or can I split an order to ship parts faster.
A:Sorry we cannot merge,amend part cancel or split orders.

Q: Is my pre-order for import stock?
A:- No, all pre-orders we offer are for UK stock, if we are confident some import stock will arrive before UK stock we will clearly title listings “IMPORT STOCK” and “UK RELEASE STOCK”. Sometimes we import stock for Comic Cons which are not offered online.

Q: {other retailer} has this item in stock I have on pre-order. Why do you not have it yet?
A: Some smaller retailers may still import stock and occassionally get theirs before us. It is very unusual for this to happen but UK stock usually follows quickly.

Q: Do you buy toy collections?
A: Yes, but mainly Star Wars, Transformers and Hot Toys. Please have a price in mind before contacting us. Email us at webuytoys@idtoys.co.uk

Q:Any news/update on xxxxxxxxx?
A: We will always update Facebook with the latest info (www.facebook.com/indemandtoys), we kindly ask people to check here first as these queries really fill up our inboxes. We will always get products as fast as we can, queries, complaints etc about them does not speed things up. I know people like to know when things are arriving and sometimes people like to budget, but we will update people as much as we can using Facebook. If products are not listed, we do not have the info.

Q:Can I cancel an order?
A:Yes, email via the form below All pre-orders can be cancelled for a full refund, multiple pre-order cancellations will result in accounts being restricted to in stock item orders only. Paypal cancellations of over 6 months from order date can only be credited as Store Credit (IDPOINTS), this is due to a Paypal policy. We can fully refund an in stock item order as long as it has not been shipped. Otherwise the standard returns policy is applicable(See site information page). Please note emails may take 1-2 working days to respond to, so urgent cancellations of in stock orders are best to call the store on 01603 488677 (Standard cancellations must be emailed though). Please consider cancellations take up valuable time, and we lose money with each one, so take care selecting items or deciding to cancel. We only cancel ENTIRE orders, we do not part cancel or allow you to cherry pick when an order comes into stock.

Q:Has my item shipped?
A:If a new item item has come into stock there is a good chance we have hundreds of this one item to pack, so please do not expect your item to ship on the day stock arrives, as in most cases this just cannot happen. If a week after you KNOW stock has arrived and you have not had a dispatch email please contact us.