FAQ
What courier do you use for deliveries?
We use DPD, Packeta and DHL to send all of our orders and they are forwarded to the national postal service on arrival in the country of destination.
How long does delivery take?
In-stock items require a processing time of up to 5 working days before shipping. Once processed, delivery typically takes additional 1-7 working days. Read about shipping & delivery here.
How much is delivery?
The shipping cost depends on the location of the purchaser and the shipping method. For EU countries we offer free standard shipping.
Can I track my item?
Yes. You will be sent a confirmation email as soon as your order has been processed. This email can also contain your tracking number, or the shipment company will send you tracking code.
Do you deliver to my country?
We deliver worldwide. For EU countries we offer standard free shipping, for outside of EU countries we offer chargeable express DHL delivery.
What is your online returns policy?
If you are not completely happy with the goods that you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition. The costs and risks of returning products, including a withdrawal return, are at your expense.
Once returned you are entitled to receive an exchange or a refund.
We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. Please enclose the completed Returns Form with your goods, and make sure all returned items are well packaged, so as not to be damaged in the post.
How can I activate promo code?
You can apply the promo code on the cart page, after that the prices for products in your cart will be updated.
0% VAT?
Consumers within the EU always pay VAT. Customers outside the EU, both consumer and business always pay 0% VAT, if shipping destination is not an EU. Businesses in the EU buy with 0% VAT, when delivering to countries in the EU (outside Estonia) and your company is a VAT-payer registered in any EU country.
Are products authentic?
Yes, everything is original and comes from official suppliers. You can read our article about bearbrick authenticity.
How long does it take to respond to the question?
Our team tries to respond to the clients as quickly as possible and the maximum time between the client’s question and our answer is about 12 hours without any issues that are out of our control.
There is an issue on your website.
If you have found the issue on our website, we would sincerely appreciate your feedback regarding it, so the issue can be fixed in the meantime.
How much does shipping cost?
The shipping cost is calculated based on the number and weight of the items in your order, as well as your delivery address. For EU countries standard shipping is free, for outside EU countries we offer chargeable DHL express delivery.
How do I change my shipping address after making an order?
Please contact our Customer Support for assistance. Once your order has been shipped, we may not be able to change the delivery address.
What do I do if my order is lost?
Please get in touch directly with your courier for clarifications. You’ll find your courier’s contact details in your order confirmation email. Feel free to contact our Customer Support for further assistance.
How do I cancel my order?
Please contact our Customer Support for further assistance. If the parcel has already left our warehouse by the time we process your request, we suggest that you reject the parcel when the courier contacts you for delivery. If the package has been delivered, we will help you arrange a return but you will need to cover the delivery cost for returning an unwanted product.
If you have any questions, that are not listen on this list, don’t hesitate to ask us via info@colectika.com
