Frequently Asked Questions
We've put together a list of your most frequently asked questions, answered below. Please feel free to contact us if you still need a question answered!
Updated: 9th September, 2021
Do you ship anywhere besides Australia!
Yes! We certainly do.
However, we do have some overseas shipping limitations on some items, such as Action Figures.
We ship to:
- New Zealand
- United States
- United Kingdom
These shipping rates vary and depend completely on package weight and shipping destination. Due to Australia Post not allowing large boxes (50cmx50cm) to be shipped internationally, the order may be split into two or more parcels.
**Any, and all, additional, or unforeseen costs incurred at Customs is the sole responsibility of the recipient.
What if an item I want isn't in stock?
Please feel free to message us and ask, as sometimes we have back stock or stock on order.
Just think of us as your friendly-neighbourhood-collectables-store. We are more than happy to the answer the questions you have (to the best of our ability). Send us an email and have a chat with us. We only ask that you are kind. We ignore harassing or abusive messages.
For our staff's health and wellbeing, we have a zero tolerance policy for abusive and coercive messages/comments/emails/posts, so on and so forth.
I finally found the item I want, but it says it's a Pre-Order? How does that work?
Our Pre-Orders are super simple and work the same as our normal ordering system! You can add the Pre-Order item to your cart, and once paid for, the item is held aside for you until the estimated date on the item page. We work hard to ship Pre-Orders out on the day we receive the stock.
**Please note, sometimes Pre-Order items are changed and/or delayed during manufacture, even before our suppliers get them. We will let you know if this occurs. We have no control over production/release dates changing.
***If there are In-Stock items in your cart, none of the order will be shipped until all items are available to ship.
What if the item I want is no longer in production? Is all hope lost!
No! It isn't. We spend a lot of time sourcing these collectables that we love, and we are more than happy to help you. Simply contact us using the 'contact page' and we will let you know if we are able to source your item.
I paid for my item, but now how long does it take to ship!
Our handling time here is between 0-3 days.
If something is out of stock, you will be refunded before this time. If it takes longer, it is because we are trying to source the item from one of our locations. You may also be contacted by email, by one of our Team Members.
*Please note during Victorian lockdowns, this handling time may extend.
I think I might have a problem with my order / I ordered the wrong item!
If you think something could be wrong, or you accidentally ordered the wrong item please let us know as quickly as possible. We are also able to alter the shipping address if we are contacted quickly, in case of error.
Once a package has been shipped, we cannot accept what is called here in Australia, a 'change of mind' return.
Because our handling time is so quick, we ask you email us well within 24 hours of purchase.
So, my order has shipped... When will it arrive?
Due to the COVID-19 pandemic, shipping times via Aus Post have been majorly delayed.
Australia (Tracked): 2-20 business days
Australia (Untracked): 5-28 business days
Overseas: 7-45 business days
**All Pusheen, Squishmallows, Plush and Action Figures are sent via tracked mail. Lego and Pokemon orders under $45 will not be sent tracked, unless selected by buyer at checkout.
I bought a Pre-Order item and an In-Stock item, so why hasn't my In-Stock item arrived yet?
Sorry, we are almost always unable to ship items separately if purchased in the one order. We do not make any money on our shipping costs, so we cannot afford to send orders in two or more shipments. Especially overseas.
What does this mean?
It means all items will be shipped together, once the Pre-Order items have arrived.
If more than one Pre-Order/In-Stock order has been made, our Team will automatically consolidate all possible, sendable items together.
When should I contact you guys?
Contact us if you think you've ordered the wrong item, the wrong item has been sent out, there was a problem with our website, if you're happy with your purchase, if you are looking for an item, if you are asking about a Pre-Order, if you'd like to try a Click & Collect, if you are asking about an out of stock item...
Basically, contact us for anything you wish to.
We are available for instant Facebook and Instagram messaging if you need immediate help. You can also send us a direct message here on our website, or email us through our Contact page.
Am I allowed to cancel a Pre-Order or standard order?
We do not usually allow the cancellation of Pre-Order items as this means often we have had to order the stock specifically to fill the order.
In accordance with Australian laws, we do not offer 'change of mind' order cancellations or returns.
(See link below)
However, if you absolutely need to cancel, please contact us. It is our standard policy to charge a 10% Cancellation Fee in accordance with our Cancellation Policy. This Fee is not profit, it helps to pay for the costs we are charged even after an order has been cancelled.
Please see our Cancellation Policy page for full information.
Help! I'm really happy with my purchase, and I've ran out of people to talk to about it!
Well, gee! Shucks
...Then please share it with us!
We delight in all things collectable, and we want to hear your experience!
Don't be afraid, we don't bite and we love chatting with our customers.
Tag us @brickheadscollectables on Insta!
Please tell your friends - did you know word of mouth makes up 85% of small business’ sales!