Help with your order
Help with pre-orders, delivery, damaged or missing items, returns, digital downloads, Anderpoints and address changes.
How can I check the status of a pre-ordered item?
Check the product page for each item in your pre-order for its current estimate. We normally give estimates by season and year, rather than a specific date. Please use the wording shown on that product page. An estimate for stock arriving is not a co
What can I do if my order hasn't been delivered yet?
Start by checking your order confirmation and any dispatch email. You can also track your order. If your order has not been dispatched: check whether it contains a pre-order. Check each product page for the current estimate, including its season and
How can I download and save a file from my order?
For a digital product, use the download link in the digital-delivery email sent to the email address used for that order. This may be separate from your order confirmation. Check your junk or spam folder if you cannot find it. Your browser may save a
What should I do if I am unable to unzip a file that I received from you?
A ZIP file is a package containing one or more files. Let the download finish before opening it, and make sure your device has enough free storage for the extracted contents as well as the ZIP file. Open the extracted files with an app that supports
How do I report an issue regarding added Anderpoints?
If your Anderpoints balance looks wrong or points appear to be missing, first open your Anderpoints panel and sign in using the same email address you use for your store orders. After signing in, open the points link again if needed. If you still nee
How can I change my shipping address or the address on my account?
Contact our support team as soon as possible and tell us whether the change is for an existing order, the address on your customer account, or both. For an existing order, include the order number and the complete new shipping address. If you have al
My item arrived damaged or faulty — what should I do?
If an item, display box or part of a model arrives damaged or faulty, contact us with the details below so we can investigate the right item. For a moving-part or sound fault, a short video can help if the problem is difficult to show in a photo. You
Part of my order is missing, or I received the wrong item
If a parcel has arrived but an item is missing or incorrect, first check which items that parcel was meant to contain. An order can have separate parcels, and a pre-order may still be waiting for stock. If the missing item is listed in the delivered
My DVD, Blu-ray or CD skips, freezes or will not play
If a disc will not load, skips, freezes or has a sound problem, these checks can help identify what is happening. If it is visibly cracked or damaged, contact us before trying it again. Contact support with:. These details help us distinguish a disc
I have posted my return — how do I check its progress?
If you have already sent an item back using the return instructions provided by our team, keep your proof of postage and check the tracking for that return parcel. Reply to the existing conversation about your return and include your order number, th