FAQs

If you've never bought from us before, then you'll need to create an account before logging in. But even if you have bought before, you may have previously checked out as a guest - meaning that you have not created an account. Account creation is not mandatory, but can be useful for keeping a history of your orders, checking on statuses of shipments, and finding your download history and files. If you can't log in, you probably don't have an account so try creating one first.

Accounts are not required to make a purchase. You can choose to check out as a guest, or create/use an account, which may be useful for keeping track of orders.

Sometimes when we know that a product is on the way, and will be available in limited quantities, we make it available to 'pre-order'. In these cases, we are essentially offering you the chance to buy a product in advance to make sure you can secure it in advance. Pre-orders are often offered at a special reduced price by way of thanking you for committing to something that is not yet available. Products are then shipped to you once they become available.

When we open a pre-order, we give our best estimate of a future delivery date. Sometimes due to the incredibly complex nature of global manufacturing and logistics, something (or multiple somethings) may go wrong or be delayed. These issues are, most often, outside of our direct control. As soon as we become aware of a change, we update the product listing page with a new estimated delivery date. This may change several times during a product's manufacturing process. We do our utomost to stick to our estimated timescales, but it's not always possible.

In many cases there is also an additional layer of complexity where we are taking pre-orders for products made by a third party (Sixteen12, Big Chief Studios etc). They also suffer from delays, which then knock on to our pre-order delivery times.

We understand that delays can be extremely frustrating - they are for us too. But please be assured that we are always working to get products to you as quickly as possible without rushing them in a way which could negatively impact the quality of what you receive.

If you would rather not wait for your pre-order you can always cancel and request a refund. But please note, as items are often limited you may not be able to order the item again in the future.

When your order is despatched, you'll receive an email from us, or from 'Control Port' (which is our order tracking system). That will give you the latest information. Please note that not all orders are sent using a tracked service, but you will be able to see when an order was shipped.

You can also use the 'Where's my order?' order lookup from the Support menu.

Want to check on the status of your order? We have a built-in self-service facility which you can access via the support menu on the store, or via this link to our Order Lookup page.

If your order was sent with tracking information, you'll also be able to access that here.

You should have received an email from us when your order was despatched. From the day of despatch, please allow the following timeframes for delivery:

UK - 2-5 business daysEurope - 5-7 business daysNorth America - 10-14 business daysAustralia - 14-16 business daysROW - 14-21 days

Please ensure that your order is not for a pre-order product. Many of our products are available for pre-order, in which case an estimated dispatch date will be listed on the product page.

Most domestic (UK) orders are shipped using Royal Mail or DPD. International orders are shipped using a variety of global carriers.

You can also use the 'Where's my order?' order lookup from the Support menu.

Sometimes, for a variety of reasons, we need to despatch items separately or from different warehouse locations.

Our posters and prints, for example, are sent separately in protective tubes. These are sometimes delayed by a few days during shipping. If your poster hasn't arrived within 2-4 days after your main order, then please email our support team.

We are dedicated to allowing fans anywhere in the World to make a purchase, so unless you're trying to order from the International Space Station or Moon Base Alpha, then the chances are we can ship to you!

SIMPLE & FAIR REFUNDS

We have a F.A.B no hassle returns policy.

If your item arrives as is damaged, incorrect, the wrong size, or even if you've just changed your mind then you can quickly and easily arrange a return. Please contact us at

support@gerryanderson.co.uk. 

We pride ourselves in making your experience as a customer as F.A.B as possible, and always work hard to resolve problems so that you will be 100% satisfied.

THE DETAILS

Returns

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items:

Gift cards. Downloadable software products.

There are certain situations where we may not be able to offer a refund:

Book with obvious signs of use, CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

support@gerryanderson.co.uk.

Sale items

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, follow the returns process.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

During checkout, keep an eye on the right hand side of the window.

Click on 'Have a discount code? Click here to enter it' and enter your code.

After confirming your subscription to the newsletter you'll receive your first update almost immediately. The code is included in that first email from us. If you can't find the email - please check your spam folder. The email will be from Jamie Anderson, Anderson Entertainment or the Gerry Anderson Newsletter.

Send an email to support@gerryanderson.co.uk and we'll apply it for you, and send you a partial refund. 

Please note this only applies to codes generated prior to the date of your order. 

Our pre-order items are sold as 'pre-buys' - so payment is taken at the time of checkout to reserve your item. This is because items are often limited edition or produced to order, so we must take payment when you check out.

We have a currency converter installed. Prices should be adjusted to your local currency on arrival. If not, please use the currency selector at the bottom of the page.

Just click here to open the points panel!