Purchases from Spider-Lily Toys may be returned within 30 days of receipt, subject to the terms stated below.
If your return is accepted, we’ll provide instructions on where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Orders may be cancelled prior to dispatch by contacting us via email.
You can always contact us for any return question at spiderlilytoys@googlemail.com.
Please note that all returns must include a returns ID. Failure to do so will result in the return not being processed.
Unopened Items
Unopened/ unused item(s) can be returned within 30 days of receipt.
The packaging must be in the same condition as it was upon receipt.
Unfortunately, we cannot accept returns on sale items or gift cards.
Opened Items
Opened items are not eligible for returns – this includes:
- Items that have been opened or removed from the packaging
- Items that have visible indications that the packaged has been opened
Damaged and Defective Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Any defective items or items damaged in transit can be returned for replacement of the same item (if available) or repair if possible. Notification of this is required within 14 days of receiving your order. If the item is no longer available you will be issued with a refund. We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part or repair is possible. The following issues do not qualify as a defective product:
- Minor cosmetic issues such as paint application, marks, placement of accessories or detail in the figure’s aesthetic.
- Minor functionality complaints, such as looser, stiffer, slightly ill-fitting or squeaking articulation points
- Damage/ defects due to miss-use or intentionally caused, including broken joints due to force being applied to stiff joints
- Package condition and variations – unless you contacted Spider-Lily Toys prior to purchase to request a mint box or specific packaging version
Business Orders
Returns for standard stock items are accepted within 7 days of delivery, provided they are unused, in original packaging, and the buyer covers return shipping costs.
Bulk orders (defined as more than 20 units) are subject to restocking fees as detailed below.
A restocking fee of 10% (for cancellations within 7 days) or 20% (for cancellations after 7 days, but within 14 days) will be deducted from refunds for returned, non-faulty items.
Buyer must report damaged or non-conforming goods within 48 hours of delivery with photographic evidence. Goods found to be faulty will be replaced or credited; no restocking fee applies to verified faulty items.
How to return an Item
If you wish to return an item please contact us via email at spiderlilytoys@googlemail.com with the following information:
- Your name
- Order number
- Product name
- Reason for return
Please wait for a response from Spiderlily-Toys before returning an item. Items returned without a return ID will not be processed.
Return Shipping – Domestic Customers
Customers are responsible for all return costs except where an item is damaged/ defective. Customers should ensure that they take out appropriate traceability/ insurance when returning items.
International Returns
International customers are responsible for all return costs including any customs clearance fees and duties for all returns. Any costs incurred to Spiderlily-Toys, from the return of an item will be deducted from the refund offered. If your item is rejected at customs, we will be unable to issue a refund for items.
Customers should ensure that they take out appropriate traceability/ insurance when returning items.
We are not responsible for items that are lost or damaged in return transit to us internationally. We advise that customers returning items package their return carefully to ensure it is returned in the condition received.
Item Preparation for Return Shipping
Please pack the item securely in an appropriate-sized cardboard box and use bubble wrap or another type of fill to adequately protect the item.
Please do not place the shipping label directly onto the item to return it as this will result in your return being null and void and no refund, replacement or store credit will be issued.
Items received by Spider-Lily Toys in poorer condition than when dispatched will be refunded at a reduced rate
Refunds
Refunds will be issued after the product has been received by Spider-Lily Toys and processed. Usually refunds will be processed within 3 working days after receipt of the return.
Refunds are issued in the original form of payment. In cases where this is not possible, store credit will be issued.
Once we issue your refund there may be a delay for the funds to clear – the following timescales are estimates:
- Debit/Credit Cards: 3-5 working days
- PayPal: Depends on your PayPal original source of payment – PayPal states up to 30 days.
- Store credit: Available immediately
Refused and Undeliverable Shipments
A refused shipment will be treated as a return and any return costs will be deducted from your refund.
Where shipments are returned to Spider-Lily Toys as undeliverable due to an error on your part (e.g. an incorrect address provided or maximum number of delivery attempts exceeded) we will contact you to arrange reshipment of the goods.
Any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers are not be eligible for Free Shipping.
