Unfortunately, we are writing this from a place of repeated breakages of our Limit Per Customer Policy. Because of the huge (and growing) amount of items and orders we've had to cancel in our March, April and May Pre-Orders, we are now charging our Cancellation & Restocking Fee on all orders that are cancelled because they have broken this Policy. It is the same fee as any standard order cancellation.
Our Team have been harassed, there has been a growing comfortability in customers using abusive, coercive and unfair language. We have a zero tolerance policy for this behaviour. Please note, that if we are contacted under these conditions, depending on severity, Brickheads Collectables maintains the right to remove any associated orders or customer accounts. We take our staff's wellbeing as seriously as we take our stance on these limits per customer.
Please see our Policies here:
Why do we have an Item Limit Per Customer Policy?
These policies are very important to us, and for a long time they have helped our Team Members and Customers alike. We care about our customers and want as many individuals as possible to have access to at least one item, of hard to find, collectable goodies.
We were one of the first businesses to impose these limits on these products, and our goal is the same now as it was all the way back then; we want to bring collectable-goodness to as many customers as possible! We have stood by this at the risk of losing customers who prefer to buy more than one of these items, but we do not intend to remove this restriction.
Please see our Item Limit Per Customer Policy for more information on the ways we find and handle these orders.
Why are we charging the Cancellation & Restocking Fee?
Each time Brickheads Collectables has to cancel one of these orders, or any double-items within orders, we lose this fee from our providers. Not only this, but we have been transparent with our customers for almost two years now that we do not want to contribute to the reselling-culture that causes so much stress, anxiety and upset within the community. We want all customers to have access to at least one item, and we have worked hard to do this in the fairest and most logical ways possible.
For example, to cancel an order where a customer has broken our limit by 5 or 10 items means that we are losing a huge amount in fees just to make sure other customers are able to purchase these items.
Please see below another issue that's coming up:
If you accidentally place an order, we ask kindly that you please do not place another order. This has been time and again picked up as fraudulent behaviour both by our Team and by our System. This is the type of issue that stops 2+ customers from being able to order, and is more likely to result in a full cancellation of all items, with our Cancellation & Restocking Fee. We understand that accidents happen, so we ask that if you do make a mistake, please do not place 2+ orders, just send a quick email through to our Team so the situation can be remedied.
If you ever need to send through an email, please see our best contact option below:
We thank you in advance for your understanding in this matter, and we hope to continue to work on this situation, so as many customers as possible have access to these items.
-The Brickheads Collectables Team
Thank you for your kind words and support, we really appreciate it!
-Brickheads Collectables Team
I just wanted to say how sorry I am that you guys are having to deal with any harassment over stuffed animals. That’s absolutely ridiculous that people think it’s ok to harass, bully or speak to anyone in a harsh manner! No one deserves to be treated poorly. I am very thankful that you ship to the US, as I’ve gotten some of my most wanted Squishmallows from you! Your customer service is outstanding. I hope that the harassment comes to an end and you no longer have to deal with idiots like that.