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FAQ (Frequently Asked Questions)


Q: I'm worried about buying online - is it safe to buy from you?
A: That's perfectly understandable - especially if it's the first time you've bought something online. We can assure you that when you make payment with your debit/credit card via Paypal or Nochex it is completely safe and risk-free. We never see your credit/debit card number as these details are kept by Paypal/Nochex. You can also pay with money held in your PayPal account balance and it's free and easy to set up. The buyer has no fees to pay either! We have over 15 years of experience using these payment methods with no problems whatsoever. We have worked hard to build up our business on eBay and now with a website, we're making our online presence stronger. We're also fully registered with the Inland Revenue and a Silver PowerSeller on eBay. Both show our address and contact details, so we can easily be reached at anytime. This will hopefully give more reassurance to our customers that we're here to stay and we're not going anywhere! So you can buy in complete confidence!


Q: Are the toys I see in the photos the actual ones I will receive?
A: Yes - always! We photograph each individual item and write an honest and accurate description, mentioning any flaws if there are any. So you can guarantee that the toys you see in the photos are the exact ones you will receive. On rare occasions when we have newer sealed items which look identical we may keep the same photo. We always take our own photos and never use product shots or stock images.


Q: Do you offer International shipping?
A: We're proud to offer International shipping to 52 countries at the time of launching this website. The shipping costs are based on the weight and once it goes over 2000g the parcel has to be sent via a courier which has all been calculated. You should be able to see the shipping costs to your country when you go to the checkout page to complete the transaction.


Q: How much is the item in the currency for my country?
A: All the prices are shown in £ GB Pounds but you can get a rough idea of the currency conversion here: http://www.xe.com/ucc/ The currency automatically converts when you make payment with your debit or credit card via Paypal / Nochex.


Q: Can you make sure my order is well packed?
A: Absolutely! Please don't worry - we can assure you we always package every one of our items very carefully and exactly like we would like to receive them ouselves. We always package our items in bubblewrap and boxed and carded items are sent in a sturdy box with extra protective packaging. As collectors ourselves we've also experienced receiving items in the post which have been poorly packaged (bin bags and envelopes!) and have arrived damaged. So we understand completely where you're coming from. Hope this puts your mind at rest!


Q: What happens if my order gets lost in the post?
A: Every order (except very cheap and replaceable loose figures) will be sent via Registered Mail (Recorded Delivery for UK and International Signed-For or Airsure for International customers, depending on the value of the order). Orders over the weight of 2000g will be sent via a secure courier service (DHL or FedEx). Please allow sufficient time for delivery and if your order still hasn't arrived then please contact us and we'll check the tracking details for you. In the rare event that your order does get lost in the post we will send a replacement if possible or refund you in full. We will do everything we can to make sure your order reaches you safely!


Q: Do you accept returns? What is your return policy?
A: We hope you'll be delighted with your purchase! We always describe all our items as honestly and accurately as possible and provide large enough photographs so you can see the exact item you'll receive. We'll also answer any questions you may have about the item prior to the sale and will supply extra photographs if required. All our items are extremely well packaged as we would like to receive them ourselves. In the unlikely event that your item arrives damaged or has a defect, please let us know before returning the item to us. All returns must be made within 14 days and sent via a trackable method for safety in the original packaging it was sent out in. Please ensure that items are unused and unopened in a fully resaleable condition with original packaging intact. We'll happily send out a replacement item if available or give a full refund minus postage costs (International customers) unless we are at fault. Items that are simply unwanted may be returned at your expense minus our postage costs. Please feel free to contact us - we are always happy to help!


Q: Can you look for a specific toy for me?
A: If there's anything in particular you're looking for that isn't listed on our website or eBay shop, then please email us with your request and we'll see what we can do. We have lots of unlisted stock, so we may have it and if not we'll try our very best to find it for you!


Q: Do you buy toys as well as sell them?
A: We certainly do! We're interested in buying good quality Vintage complete figures, carded figures and boxed toys from the ranges we currently sell. Please could you provide us with details of the items on offer including the condition and completeness of each individual item. If you could also send us some pictures that'd be great. Please email them to info@twistedtoys.co.uk and we'll get back to you as soon as we've taken a good look and made a decision. Please remember that we are a business which is fully registered with the Inland Revenue so we have to make money on the items we sell!


Q: Can I use some of your photos / graphics?
A: Sorry but we spend a lot of time creating our web graphics, taking photos, cropping and watermarking them. So please don't use them without permission from us!


Q: Do you have a shop where I can visit / see your toys?
A: This is a question that we're often asked on eBay! Unfortunately at present we only have our virtual shop - not a physical one. We would love to venture into a retail unit / retail premises in the future. As soon as we do, you'll be the first to know! Please remember that we run our business from a residential address where no stock is held, so no personal callers please!



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