Returns & Refunds
This page explains how to request a return, what must be sent back, how to package it and how refunds are handled.
A return quantity refers to the product unit shown on your order, not individual pieces contained inside that product. If a 10-model squad was sold as one product, the complete squad/product unit must be returned. You cannot return just 1 model from that squad. If you bought two complete squad products, you may request to return one complete squad.
Start the return
Sign in to My Account, open Orders and choose Start return on the relevant eligible order. Select only the complete product units you want to return and choose the quantity for each product.
Each selected product can have its own return reason and notes, so a segmented return can contain different issues for different products.
Wait for return instructions
We will review the request and provide the return reference and sending instructions. Please use that reference with the parcel so we can match it to your account quickly.
Contacting us for a return reference does not remove or reduce any statutory cancellation or consumer rights you may have.
Pack the goods securely
Pack returned goods so that they are protected in transit. Include all parts, accessories, components and packaging that form part of the product unit being returned where applicable.
Do not send loose components from a boxed set, squad, kit or other product that was sold as one complete unit unless we have specifically agreed otherwise because of a fault or replacement arrangement.
Send it back
For the time being, all customer returns must be sent using Royal Mail. Use the return address and Royal Mail instructions supplied with your return authorisation, use the service level we specify, and keep the proof of postage until the return is complete. Do not use another carrier unless Wicked Things has specifically authorised an exception for your return.
For a normal change-of-mind return, you pay the Royal Mail return postage. If the goods are faulty, not as described, incorrect, or damaged in transit, Wicked Things pays the Royal Mail return postage and will provide the appropriate Royal Mail return instructions.
Inspection
When the parcel arrives, the return moves into Returns Holding before any refund is finalised. We then inspect the returned product units for quantity, completeness, condition and whether the goods match the authorised return.
If something is missing or materially different from what was authorised, we will record the discrepancy and contact you before finalising the case.
Refund or other resolution
Where a refund is due, the approved value is calculated from the original order rather than the current product price. You do not need to choose cash or Store Credit.
Refunds cover only the product units actually returned and accepted through inspection. There is no blanket restocking fee. If the law permits a deduction because returned goods have been handled beyond what is reasonably necessary to inspect them, any deduction will be based on the actual diminished value rather than a fixed percentage.
If the original order used both Store Credit and another payment method, the system calculates a refund split from the original payment mix. Store Credit cannot be converted into cash. An authorised administrator may adjust the split, but the non-Store-Credit refund can never exceed the amount originally paid outside Store Credit.
Online cancellation rights
For most goods bought online, you normally have 14 days after receiving the goods to tell us that you want to cancel. You then normally have a further 14 days to send the goods back. You do not need to give a reason for exercising that cancellation right.
Where the entire order is cancelled under those rights, the refund normally includes the standard outbound delivery charge. Any additional amount paid for a premium delivery option does not normally have to be refunded.
Some goods can be excluded from change-of-mind cancellation rights where the law permits, including certain personalised or made-to-order goods. This does not remove your rights if goods are faulty, not as described or otherwise do not meet the legal requirements.
Faulty, damaged or incorrectly supplied goods
If an item is faulty, not as described, damaged when supplied or the wrong item was sent, choose the appropriate reason in the return request and give us enough detail to understand the problem.
If we sent the wrong item, we will offer a replacement where the correct item is available. If a replacement is not available or is not the appropriate remedy, the case will proceed to the relevant refund resolution.
Faulty goods have separate statutory remedies from a normal change-of-mind return. Nothing on this page is intended to limit your statutory rights.
When will I receive my refund?
For statutory online cancellations, refunds are made within the period required by law once the relevant return conditions are met. Other return cases are processed as soon as inspection and the agreed resolution are complete.
Your My Account Returns section shows the current status of each return request.