Shipping policy
By purchasing an order from us, Brickheads Collectables, it is understood that the products have been committed to purchase by the customer, and that under Australian Consumer Law, we are not obliged to cancel any order. Sometimes it is too late to cancel an order, as it is too far into the process.
Please see our Cancellation Policy about this, and our Cancellation & Restocking Fee.
Handling Times
- We work very hard to get all orders out as soon as we are able! Please allow between 1 - 5 business days for order processing. At times we have to combine in-store and warehouse items.
- Unless your order is a Pre-Order or we are otherwise engaged. (e.g. emergency ; unforeseen circumstances ; events warned about prior to or during purchase such as our attending Oz Comic Con, seasonal stocktakes or busy holiday periods, etc.)
- If there is a delay in processing your order such as an item being out of stock, you will be contacted and we will still aim to get the order out as soon as possible.
Australian Shipping
LEGO Minifigures and Pokemon/Trading cards purchased to an Australian shipping address are sent via padded letter, not tracked. These orders are also usually automatically upgraded to free tracked postage if more than $45 is spent per order.
All other items available online at Brickheads Collectables are sent tracked via Aus Post registered mail, with varying Standard and Express options. You will receive a tracking number once it has been shipped.
Packages may be shipped in boxes, or rigid mailers, polybags or other appropriate packaging depending on items ordered.
Once your order has been shipped, you are not able to cancel your order. You may return your order once you receive it, if it meets the criteria listed on our Refunds page.
International Shipping
Once an International Order has been placed, it will generally ship within 5 business days. You will receive a tracking number once it has been shipped.
Please note: it is not unusual or International orders to not be scanned in at every stop, or to sit in Customs for a time before catching a flight overseas. This is the current 'new normal' Aus Post are managing with at the current time. Packages may also sit waiting to be cleared at Customs here in Australia, or overseas once they land.
Once your package is in its Destination Country, it will be taken over by a local carrier depending on locale. e.g. Royal Mail, USPS, etc.
Your tracking number will also be trackable via their website.
Packages may be shipped in boxes, or rigid mailers, polybags or other appropriate packaging depending on items ordered.
We ship to:
- New Zealand
- United States
- Canada
- Singapore
- United Kingdom
- France
- Germany
- Italy
- Netherlands
- Sweden
- Norway
- Poland
- Austria
- Belgium
- Spain
- South Africa
- Malaysia
Please contact us to organise shipping to a different country.
All overseas customers are responsible for individual customs/imports/any other fees charged by postage companies or at customs. Brickheads Collectables does not cover any fees implemented by overseas governments. Please note all United Kingdom orders incur VAT taxes and fees according to the UK Government and these fees will be incurred at Customs. If these fees are not paid, your parcel may be held, or returned to us.
If you have placed an order from overseas, please note we do not allow the cancellation of your order if it has already shipped. This is because once it is in Aus Post's hands, International Packages can no longer be altered in any way, and they are not able to be re-routed/returned back to Australia. Overseas shipping distributors (Royal Mail, USPS, etc.) also do not allow a package to be intercepted at all once it is in their care.
USA Shipping Tariffs and Duties Update 1st March 2026
We are now shipping to the USA once more, but the relevant duties (tariffs) are now being charged.
Customs now require a valid email address and phone number for your order. If you do not provide both of these, you will be contacted. Your order will not ship until we have all information required.
FAQ:
If I pay duties on your website, will I also be charged duties when it arrives?
No, we are using our web provider along with Zonos.
This works out the accurate duties, plus associated fees that we (Brickheads) are obliged to pay before the package arrives in the USA.
However, this does not cover any other additional import taxes or duties, like those at Customs, or those that were in use before the tariffs. Brickheads has never covered those import duties, and this is at the expense and risk of any international customer. The only duties covered and pre-paid are those related to the new tariffs.
Pre-Order Shipping Rules
In stock items that are ordered alongside in Pre-Orders items (in the same order) will not ship until all items in the order are ready to ship. This is because we charge the shipping costs we pay, so we are unable to split these up.
If the item is a Pre-Order you accept during purchase that we do not yet have the item in stock, and that from the time we order our stock and receive it, occasionally there are changes in the goods that are not communicated with us. If this occurs, you will be refunded in full and your order will be cancelled.
We aim to ship out all Pre-Order products within 2 business days of us having received these. In some of our larger shipments, this timeframe may be extended.
Combining and Consolidating Shipments
Brickheads Collectables automatically combines shipments where possible. If you specifically wish for your package to not be combined, or to be combined, please email us within the first 24 hours of purchase to ensure we can do this for you. Please note, emailing us does not necessarily mean that the order has not already been packaged up and/or shipped out. In which cases we cannot edit the orders.
If you have more than one open order and each have a combination of In Stock and Pre-Order items, our Team will automatically consolidate these to ship out all In Stock items as quickly as possible. We do not have the storage space to hold hundreds of partially fulfilled orders, but we also want all customers to receive as many of their purchased goods, as quickly as possible.
Some orders may be sent out in multiple shipments, or may be sent out only partially combined with your other order/s. This is usually the case in the event of a customer having placed multiple Pre-Orders (arriving to us on different dates) or multiple Pre-Orders alongside In-Stock products.
Due to the rising cost of postage and combining items to make a larger/heavier parcel, Brickheads Collectables is not always able to offer any refunds for these costs charged. This is because in these cases, postage may cost the same. Please contact us directly if you have any questions regarding Combining Shipments.
Brickheads Collectables will not refund excess shipping costs to combine orders if in-stock or Pre-Order items are set to arrive on different dates. This is due to the lack of warehouse space available: it may not always be possible to combine orders due to their arriving on different days/weeks/months.
Packages That Have Been Marked as Delivered, but have not Arrived
Brickheads Collectables is not responsible for failure of delivery, once the package is out of our hands. This is up to the respective delivery partners, Australia Post and their affiliates overseas. (USPS, Royal Mail, etc.)
We are not responsible if the address was initially entered incorrectly by the individual receiving the package.
Packages That Have Been Refused by Customer/Returned by Postal Carrier
- A customer has input the incorrect address and did contact us about this before attempted delivery. E.G.
*This does not include if an error has been made by us, and Customs has directed the package back to sender. We take the responsibility in this situation.
If your overseas parcel is stuck in a particular city of your country, please contact your local carrier directly. You may find which local carrier will be handling your parcel by contacting us, or sometimes you will also receive emails from that carrier once it's in your home country. Australia Post are no longer able to investigate in behalf of an overseas postal company, all enquiries must be made by the package-recipient, directly.
The overseas postal company is usually able to solve these issues on their own, but if you are having difficulty of the item is marked as Lost in Transit, please contact us, with proof of the parcel being marked as Lost in Transit, and we will be able to assist you further.
We can only offer a refund or re-send in the event that the package is officially marked as Lost in Transit, and all relevant investigations have occurred. We are then able to open claims with Australia Post, only once this has occurred.
Opening a Return:
If you wish to open a Return, please do so by contacting our Team. We require your full name and address, Order Number, and the item/s you wish to return. Please also explain any reasons you wish to return the item/s, as if they fall into another Refund/Return category we may be able to sort it out without physically returning the goods.
Any items or packages returned to our Team without any contact, and without a response from our Team first, may not be eligible for a refund/return of any sort. There is a process that must be followed.
If a package is refused at the door or not picked up at the post office (in expectation of a refund) Brickheads Collectables will not be able to refund any originally paid, nor extra postage costs of any kind. Our Team needs to be involved at every step of the way.
We do not recommend doing this, as packages can become lost on their way back to us, which is one of the reasons we need to be aware they are incoming. Please always contact us before any of these situations come up, as it is more difficult to organise if we have never been contacted.
If you wish to return an item that falls under this category, the postage cost/s are the responsibility of the buyer.
Please see our Injured Squishmallows page for more information.