Frequently Asked Questions

About Forbidden Planet

Who are we?

Forbidden Planet is the world’s largest and best-known science fiction, fantasy and cult entertainment retailer and the largest UK stockist of the latest comics and graphic novels. We specialise in selling action figures, books, comics, DVDs, graphic novels and toys and we offer all the best merchandise from the cult cream of movies and television.

Where are we?

We have exciting stores in many major UK cities, including our famous London Megastore on Shaftesbury Avenue and Megastores in Bristol and Southampton. To find a store near you, please use our Store Locator.

Ordering

How do pre-orders work?

A pre-order is where a customer places an order for an item that we do not yet have in stock. In this event, we reserve the customer’s order and when we have the required item/s in stock, we despatch them to the customer. When making a pre-order, the customer is required to enter their credit card information. This information is held by an external, secure pay site and is not accessed by Forbidden Planet until such time as the order is despatched. Forbidden Planet will not charge the customer for a pre-order until we send out the item/s.

What happens if my pre-order doesn’t come into stock?

Sometimes, manufacturers’ scheduling and shipping dates can change and some pre-orders can be delayed or cancelled. If the delivery date for an item changes, we will update that item on the Forbidden Planet site. If we cannot fulfil your pre-order, we will send you an email to confirm the reason why. We will NOT debit your account. There are occasions when a manufacturer does not fulfil our requirements fully, and we do not have enough stock to fulfil all of the pre-orders. Should this occur, we will fulfil as many orders as we can – beginning with the earliest orders made. If your order cannot be fulfilled, we will email you to let you know. Please be aware that making a pre-order does not guarantee that we will get that item into stock. We also cannot be held responsible for suppliers’ date changes and cancellations.

How can I pay?

We accept the following credit/debit cards online: MasterCard, Maestro, Visa, Visa Debit.

Delivery

How much will delivery cost?

To ensure that your order arrives safely, we do make a small charge for 
delivery: -

Can you deliver internationally?

Yes, we can deliver orders outside the United Kingdom. If you are an EU resident, your postage rates are calculated for you at the checkout stage. If you are living outside Europe, please contact us and tell us which items you wish to buy. We will then provide you with a shipping quote based on the order’s weight, size and destination.

When will my goods be delivered?

Items marked ‘in stock’ are held by Forbidden Planet and are usually dispatched within two working days. If an item is marked ‘pre-order’, we will dispatch that item as soon as it arrives in stock. Should your order contain items that are both ‘in stock’ and on ‘pre-order’, we will dispatch your items as they become available. Please be aware that we will only charge you for postage when we dispatch the first product. This means that we only charge you postage once per order.

For delivery of all orders valued at £50 and under, exclusive of shipping costs, Forbidden Planet Ltd. uses second class Royal Mail. Delivery usually takes three to five working days. Please Note a ‘working day’ means a Monday, Tuesday, Wednesday, Thursday or Friday that is not a Bank or Public Holiday.

For orders or single products over the value of £50, Forbidden Planet Ltd. will use a courier service. The courier service will deliver within 48 hours, on working days only. If you have ordered several products, and we despatch those products separately, we will count the value each despatch as a separate item and post it accordingly. We will only charge you for shipping on the first despatch. When we have despatched your items we will send you an email. We will send you an email for each individual despatch, if we make more than one.

If we have to specifically request your item from a supplier, the arrival of the item to our warehouse can take 10 – 15 working days. Please be aware that, in the UK, Forbidden Planet allows 21 days from the date of despatch before we will investigate the non-arrival of an item. Internationally, this time is six weeks. In the unlikely event that your order arrives damaged, or you receive the wrong item, please contact us as soon as possible.

Are there restrictions on deliveries?

We reserve the right not to deliver orders to an address that may not be secure, for example to a communal postal address or a BFPO or PO Box. If this affects your order, we will contact you as soon as possible. If you have ordered a high price point item, Forbidden Planet may reserve the right to deliver to your billing address only. Should this be the case, we will contact you after you have placed your order.

What happens if I’m not home when you deliver?

If you are not available, the Royal Mail or courier service will leave a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to rearrange your delivery or to collect your products.

Can I pick up my goods from a store?

Forbidden Planet does not currently allow you to order from the website and pick up your goods from a store.

Cancelling

Can I cancel my order? You have the right to cancel your order within seven working days of your receipt of your goods. If you wish to cancel your order, you must tell us in writing by contact us. Please quote your order number on your email or letter. If we have not yet shipped your order, you can cancel by logging into your online account and selecting the relevant order. You do not need to contact us. Please be aware that, due to Piracy laws, you cannot cancel your order if you have unsealed the packaging on any of the following: CDs, DVD or audiotapes. If you are cancelling an order for anything else, you should make sure that the item is in a resalable condition. You should ensure that the item is still in its original packaging with all seals and wrapping undamaged. Should you cancel your order, you should return your goods to us. Please see our Terms and Conditions.

I’ve changed my mind. How do I return my goods?

If you would like to return a purchase, you may do so within 14 days of the date of dispatch. The item must be in a resalable condition and in its original and undamaged packaging, complete with its original and undamaged external box, if applicable. You can find a returns label on the bottom of your despatch note. Please use this to post the item. You will need to add postage to this label as it is not a pre-paid label. Please be aware that we will not refund you the cost of the postage.

What if my goods are faulty?

In the event of faulty goods, please contact us. If we are unable to replace your faulty item/s, then we will issue a full refund. Please note , the item/s must be returned to us for this to be processed. Please see the Terms and Conditions for further information.

Contact Us

If you have any queries, or we can help you with your order, you can contact us Monday to Friday 9am – 6pm.

Please remember to quote your order number, if we have given you one, on all correspondence.

• By telephone: 020 7803 1900
• By email: info@forbiddenplanet.com
• By post: Forbidden Planet, 144 Southwark Street, London, SE1 0UP